Debit Card Reissue FAQ

 

Why is my Debit Mastercard being reissued?

As you may be aware, there has recently been an increase in fraudulent activity on debit cards nationwide. To take advantage of increased security features, and to minimize member inconvenience, the credit union will be reissuing your debit card. This does not mean that Credit Union of the Rockies systems were compromised, only that card information may have been obtained from an unauthorized source outside of the credit union.

When will I receive my replacement card?

Cards will be mailed beginning January 8th. Most cards are received within 7-10 business days from the date of order with a new PIN delivered 1 or 2 days before or after the arrival of your new card.

What happens if I do not receive my replacement card?

If you do not receive your card by the week of January 20th, please contact the credit union at 303.273.5200, or cu-rockies@cu-rockies.org so that we can check the status of your card.

What if I don't want my current card to be blocked?

To take advantage of the increased security features, protect our members, and minimize inconvenience and losses, Credit Union of the Rockies will require your previous card be blocked.

Will I receive a new PIN number?

Yes. Your PIN will arrive separately from your new debit card.

Can I change my PIN?

Yes. For your convenience, you may select a new PIN by calling 1.877.297.3411. You must know the current PIN.

Will the new card have the same number as my old card?

No. You should contact any merchants you have pre-authorized payments set up with upon receipt of your new card. This process may be as simple as logging into the merchant's website and updating the information, or you may need to contact them by phone to let them know of the new card number and expiration date.

What if I accidentally destroy my new card?

Please contact the credit union at 303.273.5200, toll free (800) 344.9385, or by email at cu-rockies@cu-rockies.org so we can order you a new card.

When will my current card stop working?

Your current card will stop working on 02/25/2020. Please destroy your old card immediately upon activation of your new card.

Why do I see more than one card in my online banking and mobile app?

You are seeing both your current debit card and your replacement debit card. You will see both cards until the old card is cancelled or automatically stops working on 02/25/2020.

Is there anything I can do to ensure that fraud doesn't occur on my new card?

Unfortunately, there is no way to completely stop fraudulent activity from occurring. While the possibility of a card being used for fraudulent transactions is low, please contact the credit union immediately if you notice any suspicious transactions.