Visa is committed to helping you fight fraud. In the unlikely event fraud occurs, here are the steps you can take to seek recourse.
Lost or stolen card
- If your card is lost or stolen, call your bank immediately and report the loss.
- Keep an eye on your statements and look for any suspicious activity. Report them to your bank if anything is wrong.
- If you need further help, call Visa Global Customer Assistance Services toll-free within New Zealand, the toll free number for assistance is 0508 600 300. Alternatively, you may place a collect call from anywhere in the world to +1 303 967 1090.
- If you received a letter from a merchant or other business that your card information may have been stolen or accessed from their systems by a hacker or criminal, keep in mind that most stolen data is never actually used for fraudulent charges.
- Issuers and Visa monitor transactions for fraud and work to decline them before they happen.
- Visa’s Zero Liability policy protects cardholders if fraudulent Visa transactions do occur.
- Keep an eye on your statements and look for any suspicious activity. Report them to your issuer.
If you believe you may be a victim of identity theft where someone has opened an account or obtained credit in your name, here are some steps to help restore your identity:
- Minimise impact. Check with your local credit agency to place a fraud alert on your credit report.
- Contact local police. File a police report for every locale where the fraud has occurred.
- Contact creditors on fraudulent accounts. If new accounts have been opened in your name, you'll need to contact each creditor by phone and in writing.
- Contact existing creditors. Contact your financial institution immediately.
Deceptive marketing practices
- If you discover charges on your card statement that you don't remember authorising, you may have been a victim of deceptive marketing practices.
- Try to resolve the issue with the merchant directly.
- If you're not able to get help from the merchant, contact your issuer to dispute the charge.