Cardholder Fraud Education

Fraudsters have become increasingly adept at getting cardholders to share the information they need
to commit fraud by posing as financial institution call center agents, or by sending text messages that
look like they are coming from your institution, warning of suspicious transaction activities. They are
also known to call in to call centers posing as cardholders requesting changes to card information and
parameters.

The fraudsters do this by using information stolen through data breaches at health insurance
providers, reward program providers, credit bureaus, merchant terminals, and social media sites, as
well as through malware programs deployed on personal computers, to mention just a few. Stolen
personally identifiable information (PII) is combined with stolen card information, resulting in sufficient
information to create profiles that fraudsters can use to position themselves as the actual cardholders.

Below are tips about keeping your information safe:

• A phone call from Premier Source Federal Credit Union’s automated dialer will only include a
request for your zip code, and no other personal information, unless you confirm that a
transaction is fraudulent. Only then will you be transferred to an agent who will ask questions
to confirm that you are the actual cardholder before going through your transactions with you.
If at any point you are uncertain about questions being asked or the call itself, hang up and call
us directly. If a call is received by the cardholder, claiming to be our call center and asking to
verify transactions, no information should have to be provided by the cardholder other than
their zip code, and a ‘yes’ or ‘no’ to the transaction provided.

• We will NEVER ask you for your PIN or the 3-digit security code on the back of your card.
Don’t give them out to anyone, no matter what they say. Hang up and call us directly.
Fraudsters will often ask cardholders to verify fake transactions. When the cardholder says no,
they did not perform those transactions, the fraudster then says that their card will be blocked,
a new card will be issued, and that they need the card’s PIN to put it on the new card. Many
people believe this and provide their PIN. The 3-digit CV2 code on the back of the card will
allow a fraudster to conduct card-not-present transactions.

• Regularly check your account online to see if there are any suspicious transactions that have
occurred, but especially if you are unsure about a call or text message you’ve received. If
anything looks amiss, call us directly for assistance.

• If you have received a voice- or a text-message from us and are unsure about responding to it,
call us directly for assistance.