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Fraud Frequently Asked Questions

      
 

Frequently Asked Questions 


What are fraud alerts?
Who will be able to receive fraud alerts?
All customers who have Visa Debit, Visa Business, or Beyond credit cards, and their email and/or mobile phone number registered in our system. The alerts apply only to transactions considered suspicious or fraudulent, so not every cardholder will receive alerts.
How will I receive fraud alerts?
By email and/or text message, provided that we have your information registered correctly in the system and your service provider has the service available.
What information will I receive in the email and/or text message?
Fraud alerts include the last four (4) numbers of the card used to make the transaction, the place where the transaction was made and the amount of the transaction.

What should I do if I receive a fraud alert?
What happens after I receive a fraud alert?
If you receive a fraud alert, we can automatically block your card to protect you from any fraudulent or suspicious activity.
What happens if I answer (YES) because I recognize the transaction?
If you immediately answer that you recognize the transaction, you may continue using your card as usual.
What happens if I answer (NO) because I do not recognize the transaction?
If you immediately answer that you do not recognize the transaction, we will block your card to protect you from any fraudulent or suspicious activity. You may contact 1.877.598.4584 for credit cards, or 1.866.869.2828 for Visa Debit or Business cards. We may also contact you by phone to take the adequate course of action.
How can I receive fraud alerts?
You don’t need to enroll in the service, but please make sure we have your email address and/or mobile phone number registered in our system so you can receive them, if applicable. You may call us at 787.725.2511 or 1.866.695.2511 to provide or update your information and start enjoying this service.
What happens if I am traveling and do not have access to email or text messages?

  1. If we do not receive a response by text or email, we will call the cardholder to the phone number registered in our system.

What happens if I do not confirm the transaction?
We recommend you respond as soon as possible to avoid interruptions in your card service. If we do not receive a response by text or email, we will call the cardholder to the phone number registered in our system.
Will there be a charge If I receive or respond to fraud alerts?
The fraud alert service does not entail any additional charges.
What can I do to protect my transactions?
  • Make sure we have your email address and/or mobile phone number registered in our system so you can receive fraud alerts if there are any suspicious transactions in your card
  • Sign your card, even if it has a chip. This will provide another security layer—and help your peace of mind! —by adding another identity authentication method.
  • Check your account statements regularly: That way, you will be able to identify unauthorized transactions.
  • If you have any unauthorized or unrecognized charges, aside from calling us, we suggest you mail us a letter to the postal address included in your account statement, within the established term for claims. Please check your account statement or call us for more information.

  • I have my card, but I have noticed transactions in my account statements that were not authorized or made by me. What should I do?
    To report or claim unauthorized transactions made with your card:
  • For credit cards, call 1.877.598.4584
  • If you wish to report a Visa Debit card, please call 787.725.2511 or 1.866.695.2511 (toll-free)
  • A representative will log your claim and cancel the card that was used for unauthorized transactions.
  • You will receive a new replacement card. There are no additional fees to replace the card.
  • FirstBank will make the necessary efforts to investigate the transactions identified as unauthorized. You will receive a letter in the mail with the results of our investigation.
  • Unauthorized transactions will be removed from your account in all cases deemed appropriate after the claim has been evaluated.
  • Who can I call for more information?
    You may call our FirstLine Solutions Center at 787.725.2511 or 1.866.695.2511 (toll-free).