- When potential fraud is detected, you will receive an automatic email notification from Baton Rouge Telco with the option to reply with "fraud" or "no fraud".
- One minute after the email, you will receive a text alert from 32874 between 7am and 9pm, which also has the "fraud" or "no fraud" option.
- If there is no response received from you, five minutes after the text alert, you will receive automatic phone calls to confirm or deny fraud.
We have updated our card restrictions to be more travel friendly for our cardholders. What this means is that if you did not provide travel information to us, and your card is used properly at a terminal (chip inserted at chip terminal) then your card should not decline regardless of your location within the U.S. If traveling out of the country (international travel), travel notes are necessary at this time. To provide travel information you can email [email protected], send secure message via online banking, or contact the credit union.
There are multiple reasons a card may decline such as invalid information being entered (i.e. incorrect address, CVV, expiration date), incorrect PIN, or insufficient funds in the account. Cards may also decline if there are suspicious transactions that have been authorized on the card. In this case, a fraud analyst will attempt to contact you first by text, then email, then phone call to verify if the transaction is valid or not. If you verify that the transaction is valid, the fraud analyst will unblock your card. If you verify that the transaction is fraud, the fraud analyst will direct you to contact Telco. If your card is declining after Telco business hours (M-F 8:00 – 4:30) we have a 24-hour transaction assistance line that you can call for assistance with your card declines. The toll free number is 888.526.0404.
To dispute a fraudulent debit or credit card charge on your account, you must complete a cardholder dispute form and get a new debit or credit card. Contact us to report the fraudulent charge and to complete the dispute process. You can call us at 225.924.8900 or email [email protected] to report fraudulent activity. A dispute form can be emailed to you to complete online and a new card can be ordered and mailed to you or you can come to one of our branches to have your new card issued instantly.