5 Steps To Take if You Discover Account Fraud
Unauthorized transactions can happen to anyone, at any financial institution. If it happens to you, act quickly and follow these steps to secure your accounts, protect your identity and limit the impact on your finances and your life.
Discovering a transaction you don't recognize in your BECU account could be the first clue that your information has been compromised. If you've confirmed that unauthorized transactions have occurred in your account, figuring out what to do next can feel overwhelming. It's important that you act quickly. But you don't have to go through it alone. We're here to guide you through the process. Read below for what to do next.
Support during business hours
- Call 800-233-2328 (Mon.-Fri. 7 a.m.-7 p.m., Sat., 9 a.m.-1 p.m. Pacific Time).
- For TTY support, dial 711 to access the Telecommunications Relay Service (TRS).
- Send us a secure message in Online Banking or the mobile app (Mon.-Fri. 7 a.m.-7 p.m., Sat. & Sun, 9 a.m.-6 p.m. Pacific Time).
- Debit cards: Call 888-241-2510 or 909-941-1398 (collect outside U.S.).
- Credit cards: Call 866-820-2999. For 24/7 credit card TTY support, call 888-918-7323.
Immediate Steps To Take if You Notice Unauthorized Activity
If you notice suspicious activity on your BECU debit card, pause your card to prevent it from being used and then contact us immediately to report the unauthorized transactions. Report lost or stolen cards to BECU immediately. You can pause your card in either the mobile app or Online Banking.
In the mobile app:
- Log in to the BECU mobile app and tap Card Manager in the top right menu.
- Tap the card image to access management options.
- Tap Pause Card in the list of options.
In Online Banking:
- Go to becu.org and click Log In at the top right of the screen.
- Click Account Services at the top of the screen.
- Click Manage Your Debit Card.
- Retrieve the one-time passcode (OTP) in the text message or email you receive from BECU.
- Enter the OTP when prompted in Online Banking.
Let us know as soon as you become aware of any suspicious activity or fraud in your account. When you contact us to report fraud, a BECU representative can help you:
- Close your compromised accounts.
- Open your new accounts and print new debit cards.
- Disable your Online Banking account profile.
- Submit any claims and other documentation to BECU.
- Recommend other next steps to secure and manage your accounts going forward.
Note: If you see fraudulent transactions in your account and you are unable to reach BECU, here are some steps you can take immediately:
- Identify and document the unauthorized activity so you have the information ready when you speak to a BECU representative.
- If your debit or credit card is lost or stolen, report the loss or theft using the after-hours support phone numbers. Call BECU during business hours to immediately report any fraudulent transactions.
- Change your Online Banking password and update your security questions. (If you think your devices were compromised, run a security scan first.)
- Check for unauthorized activity in your accounts at other financial institutions.
- Add or change your BECU account code word
- Update your Online Banking username, password and security questions. Use a strong password that's unique to your BECU account. Note: If your Online Banking account was disabled, please contact us for assistance.
- Shred and dispose of any unused checks remaining from the closed account(s). Learn how to safely shred old documents.
- Update your antivirus and firewall software and run a scan of your device(s) if you suspect your device has been compromised. Here's how to recognize and remove malware on your device.
- Enable automatic updates for your security software, apps, internet browsers and operating system.
- Pay attention to notifications about available updates. Make sure to act quickly to ensure your device receives any security patches needed to help guard against threats.
- Create a strong password and don't reuse the same password for different accounts.
- Use multifactor authentication (MFA) when available. This added layer of protection involves either a one-time passcode or a biometric scan of your face, fingerprint or retina to validate your identity.
- Secure your Wi-Fi network at home.
- Continue to monitor your closed account(s) for any recurring payments or transfers to update or fraudulent charges to report to BECU.
- Check for fraudulent charges in your other financial accounts, if applicable. Report anything suspicious to the provider.
- Regularly review your account activity and statements.
- Set up alerts to monitor transactions and other activity:
Accounts: Set up alerts for your BECU account in Online Banking and the mobile app. You'll receive regular updates about your account activity. Alerts can help you recognize suspicious transactions and detect fraud sooner to minimize potential harm.
Other accounts: Enable alerts and notifications for all your financial accounts and services that retain your personal information or process payments using your account or card information.
Credit report: Contact the three major credit bureaus (Equifax, Experian and TransUnion) and request a fraud alert be placed on your credit report A fraud alert communicates to lenders that they should not extend credit in your name without due diligence.
Consider a credit freeze: You can also contact the three major credit bureaus to request a security freeze to prevent lenders from checking your credit score and opening new accounts in your name.
- Visit identitytheft.gov to report the fraud to the Federal Trade Commission (FTC) and receive a personal identity recovery plan.
- File a police report. Be as specific as possible about the fraud. If you filed a report with the FTC, share this information with the police.
- Report online scams to the Internet Crime Complaint Center (IC3).
Prevent account fraud.
- Follow recommendations and best practices for digital security and preventing identity theft.
- BECU offers free online cybersecurity training for members. Learn more about this valuable security resource.
- Find information and resources to help you protect your information, identify and accounts in our Fraud & Security Center.
*Pausing your debit card does not report unauthorized transactions to BECU. Recurring transactions may still process while the debit card is paused. BECU is not responsible for any fees that may result from recurring transactions that do or do not process as a result of a paused debit card. If your card is lost or stolen, or you suspect fraud, contact us immediately at 800-233-2328.