Fraud Questionnaire

Which of the following would you like to report?

I did not participate in this transaction, and I did not authorize anyone else to participate in this transaction

Which of the following best describes the reason for your dispute?

I lost my card.

When was your card lost?
Where did you lose your card?
- Home
- Auto
- Office
- Store
- Rural
- Bar
- Hotel or Motel
- Unknown
- Other
Do you have additional details about where your card was lost?
- No
- Yes — Additional details
Countries
- {list of countries}
- United States of America
  - State
    - {list of states}
Was anything else lost?
- No
- Yes — Please provide additional details on what else was lost.
Go to Cancel card

Question properties

Question	Type	Values	Requirement level	Notes
When was your card lost?	Date		Mandatory
Where did you lose your card?	Drop-down	Home Auto Office Store Rural Bar Hotel or Motel Unknown Other	Mandatory
Do you have additional details about where your card was lost?	Yes/No		Mandatory
Additional details	Freeform Text		Conditional	When “Yes” to “Do you have additional details about where your card was lost?”
Country	Drop-down	Full list of countries	Mandatory
State	Drop-down	Full list of states	Conditional	When “United States of America” is selected at the country
Was anything else lost?	Yes/No		Mandatory
Please provide additional details on what else was lost.	Freeform Text		Conditional	When “Yes” to “Was anything else lost?”

My card was stolen.

When was your card stolen?
Where was the card stolen?
- Home
- Auto
- Office
- Store
- Rural
- Bar
- Hotel or Motel
- Unknown
- Other
Do you have additional details about how your card was stolen?
- No
- Yes — Additional details
Was anything else stolen?
- No
- Yes — Please provide additional details on what else was stolen.
Have you ever authorized another person to use your card?
- No
- Yes —
  - Who has authorization to use your card?
  - Have you confirmed that this transaction was not made by the authorized person?
Have you ever shared your Personal Identification Number (PIN)?
- No
- Yes — Who did you share it with?
Did you participate in the transaction, but were deceived into sending funds or merchandise to a fraudulent recipient?
Go to Cancel card

Question properties

Question	Type	Values	Requirement level	Notes
When was your card stolen?	Date		Mandatory
Where was the card stolen?	Drop-down	Home Auto Office Store Rural Bar Hotel or Motel Unknown Other	Mandatory
Do you have additional details about how your card was stolen?	Yes/No		Mandatory
Additional details	Freeform Text		Conditional	When “Yes” to “Do you have additional details about how your card was stolen?”
Country	Drop-down	Full list of countries	Mandatory
Was anything else stolen?	Yes/No		Mandatory
Please provide additional details on what else was stolen.	Freeform Text		Conditional	When “Yes” to “Was anything else lost?”
Have you ever authorized another person to use your card?	Yes/No		Mandatory
Who has authorization to use your card?	Freeform Text		Conditional	When “Yes” to “Have you ever authorized another person to use your card?”
Have you confirmed that this transaction was not made by the authorized person?	Yes/No		Conditional	Follows “Who has authorization to use your card?”
Have you ever shared your Personal Identification Number (PIN)?	Yes/No		Mandatory	Only if transaction type is ATM or Pinned
Who did you share it with?	Freeform Text		Conditional	When “Yes” to “Have you ever shared your Personal Identification Number (PIN)?”
Did you participate in the transaction, but were deceived into sending funds or merchandise to a fraudulent recipient?	Yes/No		Mandatory

I did not receive my card.

When did you expect to receive your card?
Does anyone else have access to your mail?
- No
- Yes — Please explain.
Have you ever authorized another person to use your card?
- No
- Yes —
  - Who has authorization to use your card?
  - Have you confirmed that this transaction was not made by the authorized person?
    - No
    - Yes
Have you ever shared your Personal Identification Number (PIN)?
- No
- Yes — Who did you share it with?
Is the following information correct?
- No — Please contact us at immediately to update your contact information
- Yes
Go to Cancel card

Question properties

Question	Type	Requirement level	Notes
When did you expect to receive your card?	Date	Mandatory
Does anyone else have access to your mail?	Yes/No	Mandatory
Please explain.	Freeform Text	Conditional	When “Yes” to “Does anyone else have access to your mail?”
Have you ever authorized another person to use your card?	Yes/No	Mandatory
Who has authorization to use your card?	Freeform Text	Conditional	When “Yes” to “Have you ever authorized another person to use your card?”
Have you confirmed that this transaction was not made by the authorized person?	Yes/No	Conditional	Follows “Who has authorization to use your card?”
Have you ever shared your Personal Identification Number (PIN)?	Yes/No	Mandatory	Only if transaction type is ATM or Pinned
Who did you share it with?	Freeform Text	Conditional	When “Yes” to “Have you ever shared your Personal Identification Number (PIN)?”
Is the following information correct?	Yes/No	Mandatory
Please contact us at immediately to update your contact information.		Conditional	When “No” to “Is the following information correct?”

I didn't make the transaction, but I still have my card.

Have you ever done business with any of the merchants involved in the fraudulent transactions?
- No
- Yes — Is it possible that this is a planned, recurring transaction, such as a monthly or yearly subscription?
  - No
  - Yes — Based on the information you provided we will need to update the claim reason. Please go back and choose a new claim reason.
Do you always have possession of the card?
- No —
  - Where is the card usually kept?
  - In what circumstances do you not have the card in your possession?
- Yes
Have you ever authorized another person to use your card?
- No
- Yes —
  - Who has authorization to use your card?
  - Have you confirmed that this transaction was not made by the authorized person?
Have you ever shared your Personal Identification Number (PIN)?
- No
- Yes — Who did you share it with?
Did you participate in the transaction, but were deceived into sending funds or merchandise to a fraudulent recipient?
- No
- Yes
Go to Cancel card

Question properties

Question	Type	Requirement level	Notes
Have you ever done business with any of the merchants involved in the fraudulent transactions?	Yes/No	Mandatory
Is it possible that this is a planned, recurring transaction, such as a monthly or yearly subscription?	Yes/No	Conditional	When “Yes” to “Is it possible that this is a planned, recurring transaction, such as a monthly or yearly subscription?”
Based on the information you provided we will need to update the claim reason. Please go back and choose a new claim reason.		Conditional	When “Yes” to “Is it possible that this is a planned, recurring transaction, such as a monthly or yearly subscription?”
Do you always have possession of the card?	Yes/No	Mandatory
Where is the card usually kept?	Freeform Text	Conditional	When “No” to “Do you always have possession of the card?”
In what circumstances do you not have the card in your possession?	Freeform Text	Conditional	Follows “Where is the card usually kept?”
Have you ever authorized another person to use your card?	Yes/No	Mandatory
Who has authorization to use your card?	Freeform Text	Conditional	When “Yes” to “Have you ever authorized another person to use your card?”
Have you confirmed that this transaction was not made by the authorized person?	Yes/No	Conditional	Follows “Who has authorization to use your card?”
Have you ever shared your Personal Identification Number (PIN)?	Yes/No	Mandatory	Only if transaction type is ATM or Pinned
Who did you share it with?	Freeform Text	Conditional	When “Yes” to “Have you ever shared your Personal Identification Number (PIN)?”
Did you participate in the transaction, but were deceived into sending funds or merchandise to a fraudulent recipient?	Yes/No	Mandatory

Cancel card

Due to the fraud on your account, we are cancelling your card.

Would you like us to send you a replacement card?
- No — No new card will be issued at this time. If you change your mind, please contact customer service or visit your local banking center to request a new card.
- Yes
Do you have any additional information to provide about this dispute?
- No
- Yes – Please provide any additional information.

Question properties

Question	Type	Requirement level	Notes
Would you like us to send you a replacement card?	Yes/No	Mandatory
No new card will be issued at this time. If you change your mind, please contact customer service or visit your local banking center to request a new card.		Conditional	When “No” to “Would you like us to send you a replacement card?”
Do you have any additional information to provide about this dispute?	Yes/No	Mandatory
Please provide any additional information.	Freeform Text	Conditional	When “Yes” to “Do you have any additional information to provide about this dispute?”