Card Holder Procedures:
Call the
Customer Service Center 866-864-2094 to report the
card lost or stolen.
Note: Credit unions or members can call this number 24/7 to
ensure block is placed on card and obtain balance.
Metavante CSR Procedures:
1. Upon
receiving a call from the Cardholder, reporting their card
lost/stolen, the
CSR should
flag the card appropriately in the Metavante system.
2. Informs
the cardholder they should contact the person who is responsible
for
giving
them the gift card. The gift giver should contact their credit
union for
gift card
replacement.
Credit Union Procedures:
NOTE: Under no circumstances should money be refunded on a
lost/stolen card. All card sales are final. This is an industry
standard.
1.
Ensure cardholder has called the Customer Service
Center to block card. If
not,
credit union should follow cardholder procedures above.
2.
Once block is confirmed, credit union should
contact ICUL Gift Card Team
(800-304-2273 opt 1, opt 1).
NOTE:
Credit unions should never give the ICUL Gift Card Team 800
number to members. All calls received from a member will be
directed back to the credit union for handling.
a. Verify
the block has been placed on the card.
b. Obtain
the available balance and ensure there are no holds or
outstanding
authorizations.
c. Give
ICUL team member old card number and replacement card number.
3. Inform
CU member of the $10.00 REPLACEMENT CARD FEE, which is
deducted
from balance. **
4. If
agreed upon by member, credit union should proceed with issuing
a
replacement card.
a. Log
into the Gift Card website using your assigned account ID and
password
b. Click
on RECORD REPLACEMENT
c. Type in
the lost or stolen card number and click on SEARCH- original
purchaser
information will appear. Please verify this information.
d. Click
on the card number (printed in blue)
e. Select
a replacement card from CU inventory and enter card type and
replacement card number
f. Click
on CONFIRM REPLACEMENT
g. Click
on SUBMIT REPLACEMENT
Note: The amount shown will be the
original purchased amount, which does not reflect any
transaction or the $10 replacement fee.
h. The
balance of the lost/stolen card minus $10.00 will be transferred
to the
replacement card within 1 business day by the ICUL staff
**
If the customer wants a card for the same amount,
the CU will obtain $10
from
the customer, let ICUL know, and ICUL will then debit your ACH
for the
$10
fee.
