Member Products & Services

   UPDATE - IMPORTANT NOTICE TO MEMBERS  

Late Friday afternoon (January 30) we received a very large list of cards potentially impacted by the recent Heartland data compromise. This is in addition to two relatively small lists of potentially compromised cards sent to us last week by Visa.

Because of the large size of this list, it will not be possible to immediately alert each member individually by phone if their card is closed. The course of action taken for these cards is that they are immediately closed and reordered with a new number. While we regret the cancelling of the card may be a temporary inconvenience, it is the best course of action to protect you against potential fraud.  You will receive a letter from us confirming your card was closed.

Our call center will likely experience high call volumes in relation to this latest round of closed cards. We apologize if you are having trouble reaching us. Online Banking is a great resource to proactively view your account to ensure you haven't experienced any unauthorized charges. If you suspect unauthorized activity on your account, you will need to contact us. We appreciate your patience with that.


Recent news has reported a large credit and debit card information compromise from Heartland Payment Processor. Connex Credit Union is committed to ensuring your accounts are safe.

Below are frequently asked questions about card compromises. The most important thing to remember is to not respond to calls asking for personal information. Connex Credit Union will never call you and ask you for personal information.

FAQ

What is Heartland and what does it have to do with my Connex credit or debit card?

Heartland is a payment processing service that retailers use to process their credit and debit transactions from customers. It’s a back end process that is on the retailer side, not on the side of the financial institution.

How will I know if my card is impacted?

Debit Cards
If your debit card is reported as compromised, it will immediately be cancelled and reordered with a new number. You will receive a letter to inform you of this. Two very important things to remember:

1. Connex will never call asking you to state personal or account information. You will also receive a letter with the same information.
2. Connex will cancel and reorder your card even if we do not get a hold of you right away. We regret that this may result in declined transactions, but it is essential to cancel the card to ensure the protection of your account.

Credit Cards
If your Connex Credit Card is reported as compromised, you will be contacted by FIA Card Services, our credit card partner.

What should I know about security and card fraud?

The most important thing to remember is that you should never give out personal or account information to someone who calls you.

For example, if Connex contacts you to tell you your card is part of the at risk cards, we'll simply tell you the card has been closed and reordered. We will not ask you to provide your Social Security Number, Card PIN, etc.

If you are calling your card company or financial institution, always use the number on the back of the card. This will help ensure you're really speaking to the right person or company.

Also remember that attempts at getting your personal information can come in any form. Do not respond to phone calls, emails, text messages or any other form of communication asking you to provide personal or account information.

If my card is cancelled, how can I access my account until my new card arrives?

There are many ways you’ll be able to access your account.

• We have seven conveniently located branches.
• Connex participates in the national Shared Branching network where you can utilize other credit union branches to access your Connex account. Click here to locate one near your home, office or vacation destination.
• You can continue to utilize all of our online services including Online Banking and Bill Payment. 
• Our call center is available at 1-800-CR-UNION from 8 a.m. to 6 p.m. Monday through Friday and 9 a.m. to noon on Saturday to answer any questions you might have, Or you can send us an email

How can I proactively protect myself against fraudulent card activity?

Connex Credit Union and Visa are working closely together to catch any fraudulent behavior and protect your account. There are also some simple things you can do. And remember, your Visa Check Card is backed by Visa's Zero Liability policy, so even if your card or its number are ever lost or stolen, you won't be responsible for unauthorized charges.

Protect your Personal Identification Number (PIN)

• Never write down your PIN. Memorize it as soon as you get it.
• Do not disclose your PIN to anyone. No one from any financial institution, the police or a merchant should ever ask for your PIN.
• Beware of phishing emails. These are emails that appear to be from your credit union or online merchant asking for account information. Do not reply to them or click on any links. Visa, your credit union or any other legitimate online merchant will never ask for your PIN or other personal finanical information via email.
• At an ATM or PIN pad, enter your PIN discreetly, shielding the key pad with your hand. How can I proactively protect myself against fraudulent card activity?

What do I do if I spot suspicious activity on my account?

1. Review your monthly statements to spot any unauthorized purchases. You can also monitor your account activity online at any time at our home page, www.connexcu.org.

2. Review your credit scores for accuracy. Call any one of the three credit reporting agencies to receive your free annual credit report.

     Equifax                         Experian                         TransUnion
     800.525.6285             888.397.3742                800.680.7289

3. If you spot any unauthorized charges, please contact us immediately at 1-800-CR-UNION.

4. You should also contact the three credit reporting agencies above to notify them of any suspected fraud or identity theft.    

Who do I contact with questions or concerns?

Our call center is available at 1-800-CR-UNION from 8 a.m. to 6 p.m. Monday through Friday and 9 a.m. to noon on Saturday to answer any questions or concerns you might have.