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Visa Credit Cardholder Frequently Asked Questions

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  • What services are available online to manage my Platinum Visa Card?

    On Visa card management page within Digital Banking you can: 

    • See your activity
    • Check your balance
    • Make a payment
    • Report a card lost or stolen
    • Place a travel notification
    • Update your cardholder information
    • Request a balance transfer
    • Request Replacement Card
    • See your rewards points summary and access CURewards to redeem points

    How to Navigate to the Visa card management page:

    • Log into Digital Banking
    • Navigate to the Visa card management page, by clicking on your Visa credit card account number in the "Accounts Summary"
  • What’s the status of my credit card application?

    When you apply for a Visa Credit card you will receive an email confirmation once the application has been submitted. If you have questions regarding the status or anything at all reply to the email and member of our team will respond with an update. 

  • How do I sign up for purchase alerts?

    Register your The Police Credit Union Platinum Visa®  for free Visa Purchase Alerts and receive real-time email and text notifications when purchases are made on your credit card! 

    Register Your Card

    Set the notifications that are right for you: reaching a purchase amount threshold, international purchases, or purchases made on the Internet or over the phone.

    How Visa Purchase Alerts Work

    • Register your The Police Credit Union Platinum Visa by clicking on the button above.

    • Register your mobile device and email to receive Visa Purchase Alerts.

    • Choose the notification triggers that match your needs. 

    Purchase alerts can help keep your account secure by allowing you to immediately identify possible fraudulent activity.

  • Can I change/customize my PIN?

    You can easily change or customize your PIN by calling 888.886.0083 anytime 24/7 and following these instructions:

    • Enter your card number.
    • Answer the security questions.
    • Enter your new custom pin (any combination of 4 numbers).
    • Re-enter your new PIN.

    You're done! Your new PIN will work immediately.

  • What if I forget my PIN?

    You may now call 888.886.0083 anytime 24/7 to reset your PIN.  

  • If I'm a secondary cardholder, how do I change my PIN?

    After the security questions are answered, you will be prompted to identify which cardholder you are by entering the first letters of your first name using your telephone key pad. The system will confirm which cardholder is calling.

  • Why is my new PIN not working?

    If there have been multiple cards issued for the same cardholder and you have changed your PIN recently, it’s possible you are using the wrong card. Since the chip is unique to the card, the updated PIN only works for the most recently issued card.

  • Can I lock or unlock my credit card?

    Temporarily lock your credit card online:

    • Log into Digital Banking
    • Navigate to the Visa card management page, by clicking on your Visa credit card account number in the "Accounts Summary"
    • Locate the card you would like to lock, and click on the green "Lock Card" icon

    Unlock your credit card online:

    • Log into Digital Banking
    • Click or tap on the link for your Platinum Visa credit card
    • Locate the card you would like to unlock, and click on the red "Unlock Card" icon
  • How do I make a payment?

    You may make a payment on your vehicle loan one of the following ways.

    Digital Banking: In digital banking there are a number of payment options:  

    • Navigate to the Visa card management page, by clicking on your Visa credit card account number on the Accounts Summary> Make Payment. On the payment page you can set-up automatic payments or make a one-time payment. 

    • Money Transfer: From the Accounts Summary page go to the "Pay" button under your Visa account. This will take you to "Move Money" where you can make a one-time payment or a recurring transfer
    • Bill Pay: Click on Set up a one-time payment or a recurring payment

    Virtual branch or branch location: Visit our “Contact us” page to find out how you can visit our virtual branch, a branch location.

    Phone: Call us at 800.222.1391 to make a payment over the phone.

    Mail: Please make sure to notate your account number on the check memo and mail check to:

    The Police Credit Union/Consumer lending
    P.O. Box 1087
    San Bruno, CA 94066

  • Where can I review my credit card agreement
  • How do I enroll in CU Rewards?
    • You can enroll by logging into Digital Banking
    • Navigate to the Visa card management page, by clicking on your Visa credit card account number in the "Accounts Summary"
    • On the Visa card management page click on "Rewards"
    • This will take you to the CU Rewards site where you can enroll 
  • I am enrolled in CU Rewards how do I redeem points?
    • Log into Digital Banking
    • Navigate to the Visa card management page, by clicking on your Visa credit card account number in the "Accounts Summary"
    • On the Visa card management page click on "Rewards"
    • You will be redirected to CU Rewards site where you can redeem your rewards points
  • Where can I find detailed information on cardholder benefits?

    You will find detailed information in the Visa Benefits Guide.

  • How do I notify the Credit Union I am traveling with my Visa credit card?

    An online Travel Notification form is available within Digital Banking to notify us of when you will travelling away from your home area. Alerting us of your travels will reduce the likelihood that your The Police Credit Union Visa will be blocked due to card activity outside your home area.

    Navigating to the form: 

    • Log into Digital Banking
    • Navigate to the Visa card management page, by clicking on your Visa credit card account number in the "Accounts Summary"
    • At the right of the screen, click on "Travel Notifications"
    • On the Travel Notifications page enter your travel dates and destination and click submit. 
  • How can I transfer balances from another credit card?

    You can transfer a balance from another credit card one of the following ways: 

    Online:

    • Log into Digital Banking
    • Navigate to the Visa card management page, by clicking on your Visa credit card account number in the "Accounts Summary"
    • On the Visa card management page, navigate to "Balance Transfer" on the bottom right side of the page
    • Complete and submit the online form

    By filling the Balance Transfer Form  PDF and returning the form to us:

    • Please fill out all of the information thoroughly and fax it to 415.682.7280 or mail to The Police Credit Union, Attn: Visa® Coordinator, P.O. Box 1087, San Bruno, CA 94066.

    If you need help please look for the "We're here to help" section below to contact us and we can assist you. 

  • Where can I find more information on Payment Protection

    You can visit the Payment Protection page here.

    If you would like to enroll please look for the "We're here to help" section below to contact us.

Blocked, Lost, or Stolen Cards

If your card has been lost, stolen, or used without your permission, representatives are ready to assist you.

In order to keep your account safe, Falcon Fraud Manager or our automated security system may contact you if suspicious activity is detected on your card. If you receive one of these calls, please work with the automated system or call the Falcon Fraud Service Center at the appropriate number below.

IMPORTANT: In order to receive phone calls from Falcon Fraud or our automated phone system, your contact information must be up-to-date in our system. Please log in to Digital Banking to verify that your information is current.

blue lock with credit card

Blocked, Lost, or Stolen Cards Contacts and Alert Information

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  • Blocked Cards | Falcon Fraud Service Center
    Visa® Credit Card 888.918.7313
    International Calls +1.410.581.9994
     

     

  • Lost or Stolen Cards
    Visa® Credit Card 800.449.7728
    International Calls +1.410.581.9994 
    If your credit card has been lost or stolen, you can also lock or unlock your card in Digital Banking:
    1. Log into Digital Banking
    2. Click or tap on the link for your Platinum Visa credit card
    3. Locate the card you would like to lock, and click on the green "Lock Card" icon
  • Automated Fraud Alerts

    I received an automated fraud alert what do I do? 

    If suspicious activity is detected on your credit card, our automated security system will attempt to contact you immediately with a text message. If no response is received to the initial text, the automated system will attempt to contact you via the next available channels until a response is received, in this order:

    1. Text message
    2. Phone call and voicemail
    3. Email

    Take action immediately by responding to the automated system via text, phone, or email. To ensure that you receive these important alerts, please log into Digital Banking and make sure that your contact information is updated.

  • About Falcon Fraud Manager

    At The Police Credit Union, we are committed to protecting your personal information so you can use your Visa® Debit and Credit Cards with confidence. We offer Falcon Fraud Manager to enhance the security of your electronic transactions with a system that detects fraud quickly and accurately to minimize your risk and protect against losses.

    24-Hour Monitoring

    Falcon Fraud Manager monitors signature-based and PIN-based transactions 24 hour a day, seven days a week.

    • Each debit and credit card transaction is assigned a score on a risk-based scale.
    • High-risk transactions will trigger Falcon Fraud Manager to contact you to determine the transaction’s legitimacy.
    • If the score is deemed ultra-risky, Falcon Fraud Manager may block your account temporarily if you can’t be reached, in order to secure the card against fraudulent activity.

    Even with Falcon Fraud Manager, you should contact The Police Credit Union immediately if the following occurs:

    • You suspect your card has been compromised.
    • Your contact information has changed. (It’s vital to keep your contact information and emergency contact information current at The Police Credit Union.)
    • You are planning a vacation and know there will be unusual activity on your card.

We're Here to Help

The Police Credit Union Member Services Representative  in front of The Police Credit Union  logo
Other ways to connect with us

Call us at 800.222.1391 or find a branch location, by clicking the button below.

Our Locations

Meet with us virtually

Schedule an appointment or meet a member of our Virtual Branch team from your computer, laptop, or mobile device

Visit our Virtual Branch

Virtual Branch Hours
Monday - Friday: 10:00 a.m. - 5:00 p.m. PST
Saturday: 9:00 a.m. - 12:00 p.m., 12:30 p.m. - 3:00 p.m. PST

External Link Alert


You are leaving our website and linking to an alternative website not operated by us. The Credit Union does not endorse or guarantee the products, information, or recommendations provided by third-party vendors or third-party linked sites.

The Credit Union is not liable for any failure of products or services advertised on those sites. Each third-party site may have a privacy policy different than the Credit Union; and the linked third-party website may provide less security than the Credit Union's website. If you click "OK", an external website that is owned and operated by a third-party will be opened in a new browser window. If you click "CANCEL" you will be returned to our website.

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