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Debit Card Replacement due to Fraud

Follow these instructions when needing to replace a debit card in the event of fraud.

Debit Card Replacement (Fraud)

Any time we replace a debit card due to fraud, we should open the card record for the card being replaced and update the Account Updater option to Opt-out. We will then use the Capture and Issue New Option in Keystone. This is what prompts the Opt-out status to push to STAR.

  1. Open a Transaction work area and search for the member
  2. Navigate to Additional Options ➡️Card Relationship
  3. Open the record for the card that is being replaced by clicking on that card number (even if the card status has already been updated to Hot)
    • If the card has already been placed in the Hot Status – change the status of the card to issued and remove the reason listed
  4. Update the Account Updater to Opt-out if it isn’t already and click Capture
  5. Select the reason and click Capture and Issue New
  6. You will then get confirmation that the new card number has been issued in replacement of the previous card number
  7. Make sure the new card shows opted out – if not, update new card to opt-out
  8. Continue with normal procedures for issuing the card (Mail or Instant Issue)

    If we do not follow the procedure above, we will need to manually go into STAR and opt the new card out