Pantex Federal Credit Union - Member Services (2024)

Card Services Contact Numbers

To report a lost or stolen card or if you suspect you are a victim of debit card fraud:

During normal business hours call:

• 806.273.5692
• or 1.877.984.5200 (toll-free)
• Ask for the Debit Card Department.
• Normal business hours are from: Monday–Friday, 9:00 am to 5:00 pm.

After business hours (weekend or holiday) call:

• VISA Debit Cards & ATM Cards
  • Fiserv (Lost or Stolen): 1.800.417.8715
  • Fiserv(Fraud Department): 1.833.735.1891 (Read fraud reporting procedures below.)
• MasterCard:
  • Service Center: 1.855.650.7813 (toll-free)

Debit Card Fraud Protection

How we protect you:

We use sophisticated tools to monitor your debit card account in order to detect any unusual or suspicious activity. As a proactive security measure, we have a fraud detection alert system to help protect your account 24 hours a day.

How the Fraud Notification System Works:

1. Fraud Text Alert:Whenever a potentially fraudulent transaction occurs, our system will automatically send a Fraud Text Alert to the phone number associated with your account. You will see this number on your caller ID: 1-877-273-5740 (it might be a good idea to program this number in your phone’s address book as "Text Fraud Alert"). This text will give details about the suspected transaction. You will need to respond to the text to either authorize or deny the charge. Reply "Yes" to confirm the transaction or"No," if you did not make the charge, the transaction is fraudulent! PLEASE NOTE: For this function to work properly, the phone number associated with the account must be a cell number. If we need to update, or add a cell number to your account, please contact us!

2. Phone Notification:If the textgoes unanswered, our system's next stepwill be to automaticallyCALL the phone number associated with your account. You will see this number on your caller ID: 1-833-735-1891(it might be a good idea to program this number in your phone’s address book as "Fraud Alert"). This call will give you the last four numbers of the card in question and will prompt you to verify your identity by asking for the five digit zip code associated with your card. You will then be asked whether the transaction is "fraudulent" or “OK.” Just follow the prompts!

What next?:If the transaction is verified as fraudulent, our team will close the debit card in question. You must then contact one of our Pantex FCU branches during normal business hours to order a new replacement debit card and/or file a dispute. If we're unable to contact you about the potentially fraudulent transaction, a temporary hold may be placed on your debit card until the transaction is verified.

If you experience a temporary hold and have not received a phone call, we may not have your current phone number on file. For immediate assistance, simply call one of our Pantex FCU branches during normal business hours or the after-hours number 1-833-735-1891 and press ‘#’ when prompted for a case number each time to speak with a customer service representative. We’ll be happy to assist you from there.

Things to Remember:

Your Contact Info: If you have changed phone numbers or recently moved, contact one of our Pantex FCU branchesto make sure we have your new information. In order for us to reach you quickly about potential fraud, we need your most current information.

If you Miss the Call: If you miss the call an automated message will be left letting you know there was unusual activity on your debit card. It will provide you with a call back number and a case number. Write that case number down. They will ask for it when you call back. In some cases, your card may have a temporary hold placed on it. In those cases, the automated message will inform you of that fact. Once you call the number provided, our team can assist you further.

Travel Notice: Let Pantex FCU know if you are traveling out of the area. Making a travel notice helps our system by allowing typical charges from the new area go through. Pantex will need to know the where you are going and when you will be at each destination.

Card Valet:The Card Valet app is a great tool for taking control and managing your debit card. See details under the Debit Card section below.

Using Cash Apps: Due to the increase of fraudulent (unauthorized) transactions made on person to person cash apps, like Cash App, Venmo, Facebook Pay or other apps that are linked to your Pantex FCU debit card, outgoing transaction limits have been set to $500.00 per transaction and limited to 3 transactions per day with a weekly count of 15 transactions per week. There is also a rolling 7 day limit of $5000.00. These limits are for your protection and are for outgoing transfers, from you, to someone else.

* If you needhigher limits, please contact our card department at 806-273-5692. Also note that these limits do not apply to Zelle^® transactions when made through the Pantex FCU mobile app or when using Pantex FCU online banking.

Cards We Offer

Debit Card

Reloadable Cards & Gift Cards

Credit Cards