TCU can issue a new CueCard immediately at any one of our branches.
Lost or Stolen Card Call 1800 621 199 (After Hours, Weekends & Public Holidays).
If you believe your Visa Card or PIN record has been lost or stolen, or your PIN has become known to someone else, you should IMMEDIATELY report this by contacting:
DURING NORMAL BUSINESS HOURS: Traditional Credit Union 1800 828 232 or visit any branch
OUTSIDE NORMAL BUSINESS HOURS Visa CARD 24hr EMERGENCY HOTLINE Free Call – 1800 621 199
(If you contact the Visa Card 24hr Emergency Hotline:
- you will be given a reference number which you should retain as evidence of the date and time of your report; and
- you should advise TCU, as soon as you can, that you have made a report to the Visa Card 24hr Emergency Hotline. If for any reason any of the above methods of notification is unavailable, any losses occurring due to non-notification will be the liability of Traditional Credit Union.
To avoid further losses you are required to continue to try to provide notification of your lost or stolen Visa Card by using one of the methods referred to above.
Providing you continue to try and use reasonable endeavours having regard to your own individual circumstances to notify TCU or the Visa Card 24hr Emergency Hotline, TCU will continue to be liable for any loss occurring as a result of further unauthorised use of your Visa Card.
If your Visa Card is reported as lost or stolen, TCU will issue to you a replacement Visa Card.
You must give TCU reasonable time to arrange cancellation and the issue of a replacement Visa Card.
If the loss, theft or misuse occurs OUTSIDE AUSTRALIA you must notify a financial institution displaying the Visa logo and you must also then confirm the loss, theft or misuse of your Visa Card with TCU by telephone or priority paid mail as soon as possible
DISPUTED TRANSACTIONS
If you think that a transaction is incorrect or that there is a transaction in your transaction history that you did not authorise or if there is any other error in relation to your transactions, you must tell us straight away by calling the Customer Service Centre on 1800 828 232. When you call us, make sure you have the details about your Visa Card and the relevant transaction or transactions with you. In certain circumstances we might require you to confirm details of the disputed transaction in writing. We may also ask you to report the matter to the police and provide a copy of the police report before we process your claim
You may wish to dispute a transaction if:
a. you do not recognise the transaction;
b. you did not authorise the transaction;
c. you did not receive the goods or services to which the transaction relates;
d. the transaction amount differs to the purchase amount; or
e. you believe a transaction has been duplicated
The Visa card scheme rules set out a process for investigating disputed transactions made with a Visa Card, under which a cardholder may have the right to get their money back. This is called a “chargeback right”.
Our ability to investigate any disputed transaction on your Visa Card to see if there is a chargeback right is restricted by the time limits imposed under the Visa card scheme rules. Visa chargeback rights relate only to transactions made with your Visa Card and do not apply to transactions made from the Online Account Portal (such as BPAY, Internal Transfers or External Transfers).
Depending on Visa’s rules, the timeframe to notify TCU of a disputed transaction made with your Visa Card varies between 75 days and 120 days. The ability of TCU to dispute a transaction on your behalf (where a chargeback right exists) may be lost if you do not notify TCU within the required timeframes. Therefore, you need to ensure that you notify the Customer Service Centre on 1800 828 232 as soon as you become aware of a transaction that you wish to dispute. Where it can be shown that you have unreasonably delayed in notifying us you may be liable for the loss on any disputed transaction.
If on the basis of the information you have provided we believe that an error was made or that you are not liable for the transaction, we’ll make the appropriate adjustment to your transaction history and Available Balance. We will also advise you of this outcome in writing.
A merchant has a right to provide further documentation to validate a disputed transaction within 45 days. If a merchant is able to establish the disputed transaction was legitimate and is entitled to have the funds returned, then TCU will deduct the funds from your Account in accordance with the Code of Operation.
If the ePayments Code is applicable to a disputed transaction, the timeframes specified in section 43.6 may not apply in certain circumstances.