As of July 15, 2022
We are pleased to report that no new cards have been identified as compromised, thus allowing our team to prioritize impacted members. Although over 2000 members were impacted, most if not all cards at this point have been reissued, and only a small portion of those members reported actual posted transactions.
If you ARE one of the impacted members whose card was blocked AND HAVE NOT spoken to anyone at all, please send us a message at mservices@actorsfcu.com with ONLY your preferred contact number (do not include any additional personal info).
If you still need to submit a request for a new card or file a claim, please follow the instructions on our Fraud Action page.
Despite this action originating outside of the credit union, we have been and will continue to work with our members until each one is resolved. Thank you for your continued patience while we work to remedy this matter.
As of July 11, 2022
Our staff has been working relentlessly through nights and weekends to address the recent suspicious debit card activity. We are pleased to report that all pending debit card requests have been processed and we are handling new requests as they are received. All potentially compromised cards have been identified and blocked. If you still need to submit a request for a new card, please follow the instructions on our Fraud Action page.
We want to reassure all those who have been impacted monetarily that you will receive provisional credit, as well as have all overdraft fees incurred as a result refunded. Please visit our Fraud Action page to file a claim.
We appreciate your patience while we continue to assist members as quickly as possible.
As of July 8, 2022
As many members have expressed concern regarding the recent suspicious debit card activity, we understand the urgency of this matter. We have been working around the clock and will continue to do so to assist all who have been impacted. Of the nearly 2,500 potentially compromised cards that were proactively identified and blocked, only just over 100 cards confirmed fraud transactions that actually posted. Those who have been impacted monetarily are receiving provisional credit, typically within 5-7 business days of being reported, but in most cases much sooner. In addition, all overdraft fees incurred as a result are being refunded at the same time. To report a compromised card, request a new card or file a claim, please visit our Fraud Action page.
We ask that you please refrain from calling for status updates unnecessarily, as it causes longer wait and hold times for those waiting to request a card or file a claim. If you are calling to report an issue with CardNav, please note that you will only be able to register/manage a new or active card within the CardNav app. If your card is already blocked/inactive, do not attempt to register it, as it will not work.
Most importantly, please ONLY follow information provided by Actors Federal Credit Union, as other sources are unconfirmed and may cause further confusion, delays or losses.
If you have general account inquiries that are not related to this matter, we ask that you kindly utilize our website, Online Banking, Mobile Banking or ATM where possible. Our branches have a limited staff and we are dedicating our resources to this priority matter.
We truly value your membership and ask for your continued patience, as we work diligently to rectify this matter.
As of July 6, 2022
As a follow up to our recent notice regarding suspicious debit card activity, we’d like to share some clarifications. There has not been a data breach of Actors Federal Credit Union; your personal and account information remain protected. Rather, our fraud monitoring program recognized suspicious debit card activity originating from certain online retailers and was able to block or deny most fraudulent transactions.
Where there are pending transactions, no action is necessary, as they are likely to release. However, we urge you to monitor your account and in cases where a posted transaction has gone through, please call the credit union and we will process a claim to rectify the matter. We are working to reissue any compromised cards.
If you haven’t already, please take this time to download our CardNav app. This tool enables you to manage your debit and credit cards directly, set notifications for account activity, and even temporarily disable your card. PLEASE NOTE: you will only be able to register/manage a new or active card within the CardNav app. If your card is already blocked/inactive, do not attempt to register it, as it will not work.
We ask for your patience, as we are making every effort to assist those who have been impacted and we’re experiencing high call volumes with longer wait times than usual.
As of July 5, 2022
Over the holiday weekend, our fraud monitoring program saw an increase of suspicious activity stemming from certain online retailers. While a large number of unauthorized transactions were attempted, at this time it appears most transactions were blocked or denied. As a result, while these debit cards may be considered compromised, there are very few confirmed cases where funds were debited from accounts. While we continue to research and gather details, we want to reassure our members that there has been no breach identified by the credit union, and in most cases accounts were not debited for these transactions. We are working feverishly to reissue new cards to all those impacted, as well as prioritizing the handling of claims for anyone confirmed to be impacted monetarily.
If you suspect your debit card has been compromised, please call the number on the back of your card for the fastest resolution. We ask for your patience as call volumes are high and wait times are longer than usual.
Additionally, please take this time to download our CardNav app if you haven’t already. This tool enables you to manage your debit and credit cards directly, set notifications for account activity, and even temporarily disable your card.