Credit and debit card fraud (skimming)
- How do I recognize credit and debit card fraud?
- Report fraud
- What does Desjardins do to secure my card and prevent this kind of fraud?
- Why am I asked to confirm my identification at Desjardins ATMs?
- Why does Desjardins limit withdrawals at non-Desjardins ATMs?
- How to protect yourself against debit and credit card fraud.
- I have heard about many cases of debit card fraud. Should I be concerned?
- How do I know if I have been a victim of a fraud?
- What should I do if my card is lost or stolen?
1. How do I recognize credit and debit card fraud?
When you're at an ATM, pay special attention to the keyboard. If it seems like it's been moved or has a different shape, don't use it because a skimming system may have been installed. Report it to your financial institution immediately.
When you make credit or debit card transactions in stores, make sure that there are no suspicious looking wires attached to the handheld keypad. Furthermore, if the keypad seems to have been glued on or if the cashier swipes your card several times, he or she may be trying to skim your card.
Make sure you always keep an eye on your debit and credit cards. Electronic payment terminals in stores should always be in plain view.
If you have any doubts about a transaction you made, we recommend that you change your PIN.
2. Report fraud
If you think you are a victim of fraud, contact your caisse as soon as possible.
Desjardins Access Card
Contact your caisse or call one of the following numbers:
Elsewhere in Canada and the U.S.: 1-800-CAISSES (1-800-224-7737)
VISA Desjardins credit card
Call one of the following numbers:
Canada and the U.S.: 1-800-363-3380
Other countries: Call collect: 514-397-4610 or contact VISA's Global Customer Assistance Service
It is also recommended that you contact credit agencies like Equifax (1-800-465-7166 or 514-493-2314) or Trans-Union (1-877-713-3393 or 514-335-0374). They will add a note to your file to alert credit providers that you may have been a victim of fraud.
3. What does Desjardins do to secure my card and prevent fraud?
Desjardins has implemented an additional procedure to further protect its members and VISA Desjardins cardholders against the skimming of their Desjardins Access Cards (debit cards). When you make some transactions, such as a large withdrawal, you may be asked to confirm your date of birth to validate your identity.
In the event that your debit card is lost or stolen, Desjardins deactivates Desjardins Access Card as soon as you report it. Your caisse will issue you a new card.
If you suspect that someone saw you punch in your PIN, go to an ATM, right away and choose a new PIN.
If you detect fraud on your Desjardins Access Card or VISA Desjardins credit card, you can report it 24 hours a day, 7 days a week, at one of the following numbers and we will see to it that a new card is issued right away.
Canada and the U.S.: 1-800-363-3380
Other countries: Call collect: 514-397-4610 or contact VISA's Global Customer Assistance Service
Desjardins has also implemented additional security measures that confirm your identity when you use your Desjardins Access Card (debit card). These measures are in addition to asking for your personal identification number (PIN).
4. Why am I asked to confirm my identification at Desjardins ATMs?
When you use your Desjardins Access Card (debit card) to make a withdrawal or deposit at a Desjardins ATM or when you make a transaction with your VISA Desjardins credit card, you are sometimes asked to enter the day and month of your date of birth to confirm your identification.
This helps us to further reduce the risk of card fraud because it helps confirm that you are the true owner of the card.
5. Why does Desjardins limit withdrawals at non-Desjardins ATMs?
An additional security measure limits the total amount of ATM withdrawals that can be made at other financial institution ATMs in Canada to $300 a day. This aims to reduce the number of fraudulent withdrawals. As for withdrawals made at ATMs outside of Canada, the limit is $500 CA a day.
If you reach this limit, you can make additional withdrawals at Desjardins ATMs. You will however, have to confirm that you are the real cardholder by entering your day and month of birth.
As a member of the Interac Association, Desjardins participates in creating awareness to protect debit card Personal Identification Numbers. See the new "Protect your PIN" labels.
*Trademark of Interac Inc.
6. How to protect yourself against debit and credit card fraud.
Here are a few basic pointers to protect your debit card:
- Do not lend your card to anyone.
- Never give your PIN to anyone, not even to a caisse employee, police officer, friend or family member.
- Always keep your card within view during transactions.
- Memorize your PIN. Do not write it down anywhere, especially on your card.
- Be discreet. Hide the keypad with your body or hand when you enter your personal identification number (PIN).
- Refuse to enter your PIN on a keypad that you cannot hold in your hands.
- Do not enter your PIN a second time without first verifying that the previous transaction was cancelled.
- At the end of the transaction, recover your card and get a transaction receipt.
- If you suspect that someone saw you punch in your personal identification number (PIN), go to an ATM or to your caisse immediately and choose a new PIN.
If your card is lost or stolen, contact your caisse immediately or call 1-800-CAISSES (1-800-224-7737). To report the theft, loss or fraud of your VISA Desjardins credit card, call one of the following numbers:
Canada and the U.S.: 1-800-363-3380
Other countries: Call collect: 514-397-4610 or contact VISA's Global Customer Assistance Service
How to protect yourself from credit card fraud
- Never leave your cards unattended at work. More credit card thefts take place at work than in any other place.
- If you link a PIN to your card to allow you to get cash advances at an ATM, choose a number that will be hard to guess (avoid using your date of birth or address).
- Never leave your credit cards in the glove compartment of your car.
- Make sure your card is handed back to you after every purchase.
- When travelling, keep your cards on yourself or in a safe place.
- Sign your new cards as soon as you receive them. Don't forget to destroy your old cards to no one can use them.
- Always read your monthly account statement and immediately report any transaction that seems fraudulent.
- Never disclose your card number over the phone or online, unles you are dealing with a company you trust.
- Read your statement regularly to make sure you are the only one making transactions on your account. If you notice an unfamiliar transaction, report it immediately:
- to your caisse or call 1-800-CAISSES (1-800-224-7737)
- for transactions made to your VISA Desjardins account, call one of the folliowing numbers:
Canada and the U.S.: 1-800-363-3380
Other countries: Call collect: 514-397-4610 or contact VISA's Global Customer Assistance Service
7. I have heard about many cases of debit card fraud. Should I be concerned?
Even if debit card fraud at ATMs and points of sale have made headlines, these cases are rare compared to the number of transactions carried out every year. However, it is important to follow certain safety rules.
8. How do I know if I have been a victim of a fraud?
Monitor transactions on your account regularly - this is an excellent way to detect fraudulent transactions. In the event of a discrepancy, contact your caisse immediately for your banking transactions or the VISA Desjardins customer service for credit card transactions.
9. What should I do if my card is lost or stolen?
Once you realize that your card is no longer in your possession (lost, stolen or retained by an ATM), notify your caisse immediately or call 1-800-361-5121.
For your VISA Desjardins credit card, contact customer service at one of the following numbers:
Canada and the U.S.: 1-800-363-3380
Other countries: Call collect: 514-397-4610 or contact VISA's Global Customer Assistance Service
In case of theft, call the police as well.
