1Caller Details2Case Details3Police Report4Next Steps Caller DetailsHandled By AgentSelect the name of the staff member submitting this form on behalf of the memberAmithJaneLeahMohamedMonikaPamPatriciaRimsanSajidhSharkirahAkeelaZaidLisa MansfieldLisa WalderToni DalyBenJaniceName of Staff Member Submitting FormMember Name* First Last Member Email AddressPlease copy email address from TCS and confirm with member if it is correct. If OOH Call Centre, leave blank Member Number*Please copy and paste from TCS or MyEnfuce to avoid mistakesLast 4 Digits of LMCU Debit Card Number*Do you currently have the card in your possession?* Yes No When did you last have it?*DayDay12345678910111213141516171819202122232425262728293031MonthMonth123456789101112YearYear20262025202420232022202120202019201820172016201520142013201220112010200920082007200620052004200320022001200019991998199719961995199419931992199119901989198819871986198519841983198219811980197919781977197619751974197319721971197019691968196719661965196419631962196119601959195819571956195519541953195219511950194919481947194619451944194319421941194019391938193719361935193419331932193119301929192819271926192519241923192219211920And roughly what time of the day was that?This can be an estimate if the member has a rough idea, but leave blank if member is completely unsure. : Hours Minutes AM PM AM/PM Agent - Card Blocked in MyEnfuce*For Fraudulent Activity and Lost&Stolen Enquiry, the card must be blocked in MyEnfuce Yes No Case DetailsCase Type*If the caller doesn't recognise the merchant, select 'Unrecognised Transaction(s)'. If the caller knows the seller but wants to dispute a purchase, select 'Disputed Transaction(s)'.Unauthorised ATM WithdrawalUnrecognised Transaction(s)Push Payment (APP) Online Banking FraudDisputed Transaction(s)Duplicate Transaction(s)Pay at Pump DisputeGoods & Services DisputeCash Not DispensedRefund Not ReceivedRecurring Payment/Subscription IssueRequest Replacement CardStatement RequestContact Details UpdateCase Status UpdatePIN ReminderRequest Card FreezeCard Limit IncreaseDetails of the TransactionWhen was the last transaction you made?*Read out list of all recent payments to the member.DayDay12345678910111213141516171819202122232425262728293031MonthMonth123456789101112YearYear20262025202420232022202120202019201820172016201520142013201220112010200920082007200620052004200320022001200019991998199719961995199419931992199119901989198819871986198519841983198219811980197919781977197619751974197319721971197019691968196719661965196419631962196119601959195819571956195519541953195219511950194919481947194619451944194319421941194019391938193719361935193419331932193119301929192819271926192519241923192219211920When did you last use your card?*Enter the date the member last remembers using their cardDayDay12345678910111213141516171819202122232425262728293031MonthMonth123456789101112YearYear20262025202420232022202120202019201820172016201520142013201220112010200920082007200620052004200320022001200019991998199719961995199419931992199119901989198819871986198519841983198219811980197919781977197619751974197319721971197019691968196719661965196419631962196119601959195819571956195519541953195219511950194919481947194619451944194319421941194019391938193719361935193419331932193119301929192819271926192519241923192219211920What transaction(s) does your issue relate to?*Please list all the transactions which are relevant to your queryReferenceAmountDate Temporary Card FreezeWhy are you requesting a temporary freeze on your card?* Mislaid it within own home, but expect to find it Don't intend to use it for a while I am away from home and don't know its current location Don't currently use the card that comes with my account Is it possible that your card is somewhere where it could could be found and used by someone else?* Yes No Were you aware that you can now temporarily freeze and unfreeze your card via the mobile app?* Yes No Access to online banking / mobile appWhen did you become aware that this transaction was fraudulent??*MonthMonth123456789101112DayDay12345678910111213141516171819202122232425262728293031YearYear20262025202420232022202120202019201820172016201520142013201220112010200920082007200620052004200320022001200019991998199719961995199419931992199119901989198819871986198519841983198219811980197919781977197619751974197319721971197019691968196719661965196419631962196119601959195819571956195519541953195219511950194919481947194619451944194319421941194019391938193719361935193419331932193119301929192819271926192519241923192219211920What best describes what happened?* I made the payment after someone convinced me it was legitimate Someone asked me to approve a payment and I did so Someone accessed my online banking without my knowledge and made the payment Have you shared your online banking credentials, one-time passcodes, or card details with anyone recently - including anyone claiming to be one of our employees, the police, or a trusted company?* Yes No Who did the person claim to be?*Agent - Online Banking Access Blocked*Please indicate if you have blocked caller's access to online banking. For Helpdesk working 9am-5pm call Banking Services Team to block Online Banking and select YES. For OOH Call Centre working 5pm-9am select NO Yes No Access to your cardDoes anyone have access to your card details, or do you think anyone might have used them by accident?* Yes No Do you share your card with anyone?* Yes No What is your relationship to the person who you share your card with?E.g. spouse, child, carer, friendHave you ever entered or saved your card details on a shared computer, phone or other public device?* Yes No Was your PIN written on, attached to, or stored in the same place as your card?* Yes No Do you think someone else could have access to your card and PIN information?* Yes No About the merchantWhat is the name of the merchant (the company you made this transaction with)?*Have you ever bought something from this merchant before?*If member asks for clarification 'Merchant' means the seller - the person the goods or services were purchased from. Yes No Have you contacted the merchant about this transaction??*If you haven't yet contacted the merchant, we are unable to open a dispute claim Yes No Do you have proof of when you cancelled the subscription?*If 'yes', you'll receive a follow-up email asking you to reply with details attached. Yes No Do you have confirmation of your refund from the merchant?*If 'yes', you'll receive a follow-up email asking you to reply with details attached. Yes No Date you cancelled subscription*DayDay12345678910111213141516171819202122232425262728293031MonthMonth123456789101112YearYear20262025202420232022202120202019201820172016201520142013201220112010200920082007200620052004200320022001200019991998199719961995199419931992199119901989198819871986198519841983198219811980197919781977197619751974197319721971197019691968196719661965196419631962196119601959195819571956195519541953195219511950194919481947194619451944194319421941194019391938193719361935193419331932193119301929192819271926192519241923192219211920Date your refund was confirmed*DayDay12345678910111213141516171819202122232425262728293031MonthMonth123456789101112YearYear20262025202420232022202120202019201820172016201520142013201220112010200920082007200620052004200320022001200019991998199719961995199419931992199119901989198819871986198519841983198219811980197919781977197619751974197319721971197019691968196719661965196419631962196119601959195819571956195519541953195219511950194919481947194619451944194319421941194019391938193719361935193419331932193119301929192819271926192519241923192219211920Do you have proof of purchase or order confirmation details?*If 'yes', you'll receive a follow-up email asking you to reply with them attached. Yes No Do you have proof of postage for when you returned the item to the seller?*If 'yes', you'll receive a follow-up email asking you to reply with them attached. Yes No Do you have any other supporting information you can send us?*This might include copies of emails, screengrabs or communication. If 'yes', we'll send you an email asking you to respond with them attached. Yes No What additional information will you be able to send to us?*Have you checked the T&Cs for cancelling subscriptions?*Some merchants have a time period in which you can cancel and it can be easily done by login in to their platform and look for subscription field. Yes No About the attempted cash withdrawalWhat's the exact date you attempted to withdraw cash?*DayDay12345678910111213141516171819202122232425262728293031MonthMonth123456789101112YearYear20262025202420232022202120202019201820172016201520142013201220112010200920082007200620052004200320022001200019991998199719961995199419931992199119901989198819871986198519841983198219811980197919781977197619751974197319721971197019691968196719661965196419631962196119601959195819571956195519541953195219511950194919481947194619451944194319421941194019391938193719361935193419331932193119301929192819271926192519241923192219211920Did you receive any cash from your withdrawal, or none at all?*Indicate whether the wrong amount was received, or no cash at all. Received some cash (incorrect amount) None at all How much cash came out of the ATM?Did the cash dispenser open and close?* Yes No Was there a message on screen saying that cash was not dispensed?* Yes No Did the ATM give you any receipts?* Yes No Are you able to send us a copy of this receipt?* Yes No Is there a possibility that you did not see the cash machine open or cash come out?* Yes No Was there anyone else next to you or close by who could have taken the money when you were not looking or got distracted?* Yes No If YES was selected provide more information*Confirming your detailsReason for new PIN Request* Forgot PIN Concerned someone else knows it As a security precaution Other (provide details below) Reason new card requested* Card Damaged (not working) Card Damaged (still working) Card Sent to Wrong Address Card Undamaged but Not Working Card Lost Card Retained by ATM Card Stolen What details do you need to update?* Email Address Phone Number Postal Address Other (Provide Details Below) Period of Statements Needed*Past MonthPast 3 MonthsPast 6 MonthsPast 12 MonthsOther (indicate in notes below)Please confirm your current address*This is the address to which the replacement card, PIN reminder or statement will be posted. The address must match the address in TCS and MyEnfuce. If it's different member would need to email us a proof of new address dated within last 2 months and request at [email protected].Agent - Does the provided postcode match the membership record in TCS/MyEnfuce?* Yes No Caller Action Needed Your existing card has been blocked, but before we can issue you with a new card or PIN, we need you to confirm your new address. You can do this by: Updating it in online banking (NB not the mobile app)Emailing us with proof of addressVisiting creditunion.co.uk/update-details>.New Phone*New Email* Important Before we can send a PIN reminder, card or statement to your new address, we need to update it on our systems. Our team will follow-up with you in 1-2 days and may ask you to provide proof of your new address before your replacement card, PIN or statements can be sent.Case Update RequestWhat was your original request about?*Please provide a very brief summary - there is no need to repeat information already providedRoughly, what date did you contact us on?*MonthMonth123456789101112DayDay12345678910111213141516171819202122232425262728293031YearYear20262025202420232022202120202019201820172016201520142013201220112010200920082007200620052004200320022001200019991998199719961995199419931992199119901989198819871986198519841983198219811980197919781977197619751974197319721971197019691968196719661965196419631962196119601959195819571956195519541953195219511950194919481947194619451944194319421941194019391938193719361935193419331932193119301929192819271926192519241923192219211920How was your original request made?* Email Phone In Branch Via App or Online Banking Website (Support Page Online Form) What email address did you sent it to?* [email protected] (Banking Services) [email protected] (General Enquiries) [email protected] (General Enquiries) [email protected] (General Enquiries) [email protected] (Accounts) Has someone been in touch to confirm that your case has been received?* Yes No Additional InformationPlease provide a brief summary of what happened*Other details/commentsAny other information, requests or details that need to be passed to the Banking Services Team Crime ReferenceWe strongly recommend reporting these sorts of incidents to the police either by going to a police station or via the Action Fraud website. If you have done this already, you can enter the details of the crime reference number below.Have you obtained a Crime Reference Number?* Yes No Crime reference number*Police station location*e.g. Southwark Police Station, ActionFraud etc.Date Crime Report Made*DayDay12345678910111213141516171819202122232425262728293031MonthMonth123456789101112YearYear20262025202420232022202120202019201820172016201520142013201220112010200920082007200620052004200320022001200019991998199719961995199419931992199119901989198819871986198519841983198219811980197919781977197619751974197319721971197019691968196719661965196419631962196119601959195819571956195519541953195219511950194919481947194619451944194319421941194019391938193719361935193419331932193119301929192819271926192519241923192219211920Name of police officer reported toLeave blank if unknownBadge number of officer reported toLeave blank if unknown Next StepsPlease confirm to the caller the following next stepsAll these details have been noted down and will be passed on to our Banking Services team so they can investigate further.Our team will follow up with you via email, call, SMS or letter if we need more details.Thank you - your request has been passed on to our membership team who will update our records. They'll also be in touch to let you know if we need any proof of address or other details from you. Thank you - because the address you've given us doesn't match the one on our systems, we'll need to update before we can go ahead with the rest of your request. Our team will be in touch to let you know if we need any proof of address or other details from you. Thank you - I've sent through your request for printed copies of those statements, which we'll get into the post for you. They should be with you within the next 3-5 working days.Thank you - I've sent through your request for a reminder of your PIN, which will be sent to you by post. The request is with our Banking Services Team who will look at it within the next working day. They'll ensure your PIN reminder is posted to you, which should be with you within 2-3 working days after that.Thank you - I've sent through your request for a new card to our Banking Services Team. They'll aim to order your new card within the next 1-2 working days, and it should be in the post and with you within a week. They may also be in touch to confirm if there are any charges for the replacement card. Your card will be blocked, and you won't be able to use it. A new card and PIN will arrive in the post within the next 10 working days.Please send us any other supporting documents that help us to understand your claim.Please send us proof of purchase as an email attachment.Please send us proof of postage from when you returned the item for a refund.Please send us a copy of your ATM receipt.Thank you for following up on your previous request - I've let our Banking Services team know that you have given us a call today, and sent them a note asking them to follow up with you directly with an update. They will aim to do within the next 1-2 working day.Please send us copies of any emails or other contact you have had with the merchant.Please send us proof of when you requested the refund as an email attachment.I am going to read out the following statement. Please listen carefully, and confirm that you agree:*I hereby declare that the information I have provided in this form is true, complete, and accurate to the best of my knowledge and belief. I understand that knowingly providing false, misleading, or incomplete information may constitute a civil or criminal offence under English law.I acknowledge that such conduct could result in the termination of my account and the sharing of my information with fraud prevention agencies and/or law enforcement authorities. I have listened to this statement and confirm I understand and agreeCommentsThis field is for validation purposes and should be left unchanged.