As a Chartway member, keeping your account and personal information protected is always a top priority for us.
Protect your personal information:
Remember: Chartway will never solicit your personal information over the phone or by email.
If you ever suspect unauthorized activity on your Chartway account, please call us at (800) 678-8765. We’re here to help keep your financial accounts safe and secure.
Scammers are taking advantage of coronavirus (COVID-19) fears. Keep your personal information protected by being cautious of scammers:
Phishing is the method used to steal personal information through spamming or other deceptive means. There are a number of different phishing techniques used to obtain personal information.
Phone Phishing (Vishing)
Voice Phishing ‘Vishing’ is the telephone equivalent of phishing, using the telephone in an attempt to scam people into surrendering private information that will be used for identity theft. They may claim to work for a company you trust, or they may send mail or place ads to convince you to call them.
Should you receive a call that you think is suspicious, you should ask for:
Do not provide any information to the caller until you have conducted research to determine if the call is a scam. If you need more information, call them back at a publicly listed number, rather than the one they provided you.
One of the primary delivery methods of ransomware are phishing emails. Why? Because people are so conditioned to open emails and click on links and attachments.
Here’s how it works: botnets send spam or tailored phishing emails randomly or to personnel within an organization. These are often in the form of mail delivery notifications, energy bills, résumés, notifications from law enforcement, or tax returns.
Remember, we will never ask members for personal information by phone, email or text.
Scammers will falsify the information transmitted to your Caller ID display to disguise their identity and appear as though a call is coming from a trusted business, like Chartway. These individuals are doing what is known as Caller ID “Spoofing,” by trying to request personal account information including Account Numbers, Social Security Numbers, Debit/ATM PIN Numbers, and Online Passwords.
Caller ID "Spoofing” is an attempt at fraud. Although the call appears to be from Chartway, any direct request for personal/account information should be treated very cautiously. If you receive this type of suspicious or questionable call, do not respond or simply hang up. If you receive a Caller ID spoofing call, please call us at 800-678-8765. We’re here to help keep your financial accounts safe and secure.
Please review the following to help avoid phone scams:
What is identity theft?
Identity theft, or ID theft, is the fraudulent use of an individual’s personal information—such as Social Security number or date of birth—to commit financial fraud.
What happens to victims of identity theft?
Identity thieves harm and inconvenience victims by using their names and other personal information to open new credit accounts or access existing credit and bank accounts, and by placing fraudulent charges on these accounts. Victims of identity theft have to dispute these charges as fraudulent, and locate and close down all bogus accounts opened in their names.
Are victims of ID theft held liable for the losses?
No. But while victims of identity theft are not held liable for the losses, it may take years for victims to clean up the financial and credit problems caused by the crime.
Prevent ID theft/account fraud
What should I do when my card is lost or stolen?
If you lose your credit cards or realize that they have been lost or stolen, call the issuers immediately. Most credit card companies have 24-hour customer service lines to deal with emergencies. Ask your issuer if it recommends that you follow up with a letter, and if so, ask what information you need to include in the letter. Report the loss of your card as soon you can. If someone has used your card without your permission, your maximum liability under federal law is $50 per card.
What law protects my credit history from being damaged if I am a victim of identity theft or credit card fraud?
The federal Fair Credit Reporting Act (FCRA) gives you the right to get a free credit report if you are the victim of identify theft. It also gives you the right to place a fraud alert in your file. Many states have their own consumer reporting laws that may give you additional rights. Contact your state or local consumer protection agency or your state attorney general for more information. You can find these agencies in the government pages of the phone book.
When I checked my account online, I saw a charge I didn’t make on my credit card. What should I do?
With online access, you can monitor posted transactions on daily basis. This can help you monitor your account for fraud. If you look at your account online and see a charge that you didn’t make, contact your credit card company immediately. Notify the company even if the card is still in your possession. You may be told that you must wait because you can’t dispute “unbilled activity” until it shows up on a monthly statement. Tell the company that this is more than just a dispute—you suspect fraud.
What is my liability for charges made without my permission by someone who found or stole my credit card?
You’ll owe nothing if you report the lost card before unauthorized charges are made. When unauthorized purchases or cash advances were made, federal law restricts your liability to $50 per card. However, if you card has a “zero liability” policy, you will not be liable for fraudulent charges.
What is a “charge back”?
A charge back is a credit from your credit card company. When you purchase goods or services using a credit card and something goes wrong with the purchase, you have the right to dispute the charge and ask for a credit or charge back.
Your card has been used for an unauthorized transaction, but is it a Fraud or a Dispute?
A dispute is a situation in which a Chartway member questions the validity of a transaction that was registered to the account. Members dispute charges for a variety of reasons, including unauthorized charges, excessive charges, failure by the merchant to deliver merchandise, defective merchandise, dissatisfaction with the product(s) or service(s) received, or billing errors.
Disputes can arise between a merchant and a cardholder for a variety of reasons. These reasons can range from overcharging the cardholder, charging the cardholder for merchandise that wasn’t received, or charging the cardholder for a monthly subscription or service that was previously cancelled.
Asking the following questions may help you to determine whether the your claim is a dispute or fraud.
Fraud is defined as the intentional, false representation, or concealment of a material fact for the purpose of inducing another to act upon it to his or her loss. A fraudulent transaction occurs only when you have no knowledge of who used your debit card and you can state with certainty that you were not aware of the transaction. Debit card fraud can be characterized as a third-party unauthorized use of a debit card. If the transactions were never authorized or initiated by you, a fraud claim may be filed.