Visa card lost or stolen?
Hit the CALL button, not the panic button.
Call us, now! The quicker you tell us, the faster your card’s replaced and the sooner things will be better again. Below are the easy steps you need to take.
If you’re within Australia:
If you’re overseas:
Overseas Card Hotline is +61 2 8299 9101.
Where ever you are in the world, Visa Hotline operators process lost or stolen card reports, 24 hours a day, 365 days a year.
You will need to tell them:
- The name of your card issuer (Police Credit Union Ltd)
- The type of card (Visa)
It will help if you can also tell them:
- Your 16-digit Visa account number
- Your name as it is printed on the card
- How and where the card went missing
Recurring transactions on your Visa
For recurring transactions on your Visa card account, (e.g. monthly debits for health insurance or gym membership) contact the merchant who debits your card and give them your new card details. Your old (lost) card number will be stopped. Any attempted transactions from the old card will be declined.
Police Credit Union’s Guardian Money Back Guarantee means you’re not liable for any fraudulent transactions, provided you:
- Have not directly contributed to the fraud; and
- Have notified us promptly of the fraud.
Visa Chargeback Process
As a Visa card holder you have rights under the rules of the Visa card scheme to dispute credit card transactions. If you believe a purchase was not properly authorised or processed, or there is some other problem, you may have a right to recover the amount of the purchase under the scheme’s Chargeback Rules.
The Visa scheme has a dispute resolution process in its operating rules. This process outlines various circumstances and timeframes which allow you, as a Visa card holder, to dispute transactions by asking us to ‘charge back’ the transaction to the merchant who processed it. This is called the Chargeback process.
If your claim fits within the Chargeback Rules and you have notified us within the set timeframes, we will charge back the transaction as quickly as possible. Please remember that disputed transactions can take some time to resolve. However, we will always let you know as soon as we have been advised of the outcome. If your chargeback is successful we will credit the disputed amount back to your account. You can always contact us for updates on the progress of a chargeback request.