FAQ – Fraud and identity theft – Debit and credit card fraud

When you're at an ATM, pay special attention to the following:

  • The keyboard:
    If it seems like it's been moved or has a different shape, don't use it because a system that recovers PINs (personal identification numbers) may have been installed.
  • The card reader:
    If you notice that the reader is raised, that you have to force your card through it, or that only a small part of your card can be grasped once in the card slot, don't use this ATM because a skimming system may have been installed.

Report it to your financial institution or contact an advisor at 1-800-CAISSES (1-800-224-7737).

When you're in a store:

When you make credit or debit card transactions, make sure that there are no suspicious looking wires attached to the handheld keypad. Furthermore, if the keypad seems to have been glued on top of the original keyboard or if the cashier swipes your card through the reader 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.

Yes. The Lock card feature on AccèsD allows you to block your credit card or prepaid card from being used if you think you may have lost it, even temporarily, or if it was stolen.

As long as you haven't notified us that your card was misplaced or stolen, you can reactivate it on AccèsD at any time.

Learn more about the Lock card feature on AccèsD

If you are a victim of credit or debit card fraud, call us right away.

Desjardins Access Card

You can also contact your caisse.

Desjardins credit card or prepaid card

Debit card fraud:

  • 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).
  • 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).

Credit card fraud
  • Never leave your cards unattended at work. More credit card thefts take place at work than in any other place.
  • Choose a PIN that is not your birthdate 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, unless 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:

    Montreal area: 514-397-4415
    Canada and the U.S.: 1-800-363-3380
    Other countries: Call collect: 514-397-4610 or contact the Visa Global Customer Assistance Service.

Yes. If we detect suspicious transactions on your credit card, we’ll contact you to confirm the transactions. If you don't recognize some of them, we'll take action to protect your account by cancelling your credit card, for instance.

If you don't answer the call, we'll leave a message asking you to call us back or call the phone number on the back of your credit card.

We will never ask for credit card or personal information when we contact you. We already have this information. You will only be asked personal questions to verify your identity when you call us. If someone calls you claiming to be from Desjardins Card Services and asks for personal information, they do not work for Desjardins. If in doubt, hang up and call us right away.

The Desjardins Card Services fraud prevention team may block your debit card if:

  • there's been suspicious account activity that you need to verify
  • your debit card has been skimmed

You'll need to change your PIN at a Desjardins ATM to start using your card again. The PIN must be different from your old one. Your caisse cannot reactivate a suspended card, but it can change the PIN or replace your card in the event of an emergency.

When a card is skimmed, its magnetic stripe and PIN are compromised. The chip is not affected by card skimming. Changing your PIN quickly makes your card secure again. Once you change your PIN, you can use your card again.

If Desjardins tells you that your card has been compromised, check your account right away for any fraudulent transactions and then contact the Desjardins Card Services fraud prevention team so they can take immediate action.

You can change your PIN at a Desjardins ATM or at any caisse with two valid pieces of ID (one of them must bear your signature).

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