Debit Card Alert

Debit Card Alert

Updated 8:30 am, 12/21/2022

Frequently Asked Questions Regarding the November 25 Debit Card Incident

Updated December 21, 2022:

Additional merchant credits from the November 25 debit card incident were received on December 20 and appeared in members’ accounts. Freedom provided all impacted members provisional credits on November 29, in order to make our impacted members whole. Freedom is adjusting the duplicate credits by reversing the provisional credit on December 21. Please note this adjustment is NOT an unauthorized charge, or a new compromise to your debit card. They are simply the adjustment to the duplicate credits.

Frequently Asked Questions:

Q: When will I receive my new debit card?
A: We have confirmed that replacements for all impacted debit cards have been mailed. If you have not received your new debit card yet, you can expect to receive by 12/21, depending upon USPS delivery schedules. 

 Q: What do I need to do in order to use my new debit card?
A: Once you receive your debit card, you should activate it by calling the number on the sticker affixed to your new card. A new, system-generated PIN will be issued for all cards and mailed separately. You can also set your own PIN once you receive your card by calling 866-985-2273. If you have trouble setting your PIN using the automated system, please reach out to us at 800-440-4120 and we can assist. In the meantime, your card can be used by choosing the “credit”, or signature-based, method of payment at a merchant.  

 Q: What do I do with my old card? 
A: If you received the new card and have activated it, please discontinue using the old card. The old card can be shredded or turned in at any branch for disposal. All members who received a new card will have their old cards disabled (if not already done so) on January 31, 2023.  

Q: My account was adjusted on December 12th. Why was there an adjustment? 
A: Freedom acted quickly and provided all impacted members provisional credits on November 29, in order to make our impacted members whole. Now that merchant credits have begun posting, Freedom is adjusting the duplicate credits by reversing the provisional credit. Most merchant credits posted on December 10 and 11 and adjustments occurred on December 12. Freedom continues to monitor transactions and should additional merchant credits post, accounts will be adjusted accordingly. All adjustments should exactly match the original charges and are NOT unauthorized charges.  

Q: Why did I get a new debit card if I didn’t request one? 
A: The BIN attack impacted many of our members’ debit cards in a variety of ways. Even if you did not see a fraudulent transaction post, the card number may have still been compromised and we have issued a new card for that reason. We ask that you activate your card quickly, switch any merchant transactions to bill to the new card number and discontinue using the old card as quickly as possible. Please note: not all debit cards were impacted, so there will be some members that will not receive a new card. If you aren’t sure if you should have received a new card, you can contact us at 800-440-4120 or memberservice@freedomfcu.org for assistance.