Card Services Enquiries

Card Services Form

Updates

Caller Details

Handled By Agent

Name of Staff Member Submitting Form

First

Middle

Last

Member Email Address

Member Number

Last 4 Digits of LMCU Debit Card Number

Do you currently have the card in your possession?

Yes

When did you last have it?

And roughly what time of day was that?

Agent - Card Blocked in MyEnfuce

Yes

Case Details

Case Type

Details of the Transaction

Caller Action Needed: Read Out to Member

We can only process a dispute if the following conditions are met:

1. At least 14 days have passed since the purchase, in case the product delivery is delayed.

2. The payment has cleared and is no longer showing as pending.

3. You have screenshots of your communication with the merchant regarding the dispute, including dates, methods of contact, and the merchant's responses.

4. You have confirmation of the product purchase.

If you are unable to resolve the issue with the company and you meet the above criteria, we can assist you in raising a dispute.

Please send the required information to [email protected], along with a brief explanation of your inquiry and your details (such as your membership number, first name, and surname).

Do you have any questions before I start collecting this information?

When did you last use your card?

When was the last transaction you made?

What transaction(s) does your issue relate to?

Reference

Amount

Date

Temporary Card Freeze

Why 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

Were you aware that you can now temporarily freeze and unfreeze your card via the mobile app?

Yes

Access to online banking / mobile app

When did you become aware that this transaction was fraudulent??

What 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

Who did the person claim to be?

Agent - Online Banking Access Blocked

Yes

Access to your card

Does anyone have access to your card details, or do you think anyone might have used them by accident?

Yes

Do you share your card with anyone?

Yes

What is your relationship to the person who you share your card with?

Have you ever entered or saved your card details on a shared computer, phone or other public device?

Yes

Was your PIN written on, attached to, or stored in the same place as your card?

Yes

Do you think someone else could have access to your card and PIN information?

Yes

About the merchant

What is the name of the merchant (the company you made this transaction with)?

Have you ever bought something from this merchant before?

Yes

Why are you disputing the payment?

Merchandise/services not received

Item not as described or defective

Returned Merchandise/Services

Cardholder was charged incorrectly

What went wrong?

The Merchant did not accept the return

The merchant claims they did not receive the return

The Merchant asked for a return but did not reimburse cardholder

Other

What purchase category is the transaction in?

Physical goods

Digital goods

One-time services (bookings, travel, events...)

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

Describe the purchase in detail

Explain why the issue was not resolved with the Merchant

Do you have proof of when you cancelled the subscription?

Yes

Do you have confirmation of your refund from the merchant?

Yes

Date you cancelled subscription

Date your refund was confirmed

Do you have proof of purchase or order confirmation details?

Yes

Do you have proof of postage for when you returned the item to the seller?

Yes

Do you have any other supporting information you can send us?

Yes

What additional information will you be able to send to us?

Have you checked the T&Cs for cancelling subscriptions?

Yes

About the attempted cash withdrawal

Agent to check Enfuce if the withdrawal is reversed or not (shows as a credit back):

If YES, the Agent has to contact the Banking Services Team to drop a payment in TCS, so the funds are available for the member immediately. No form to be completed.

For the OOH team: complete the form as usual and read the script below

If NO, the Agent needs to read out the script below to the Caller:

"Just to let you know, before I collect the information, that we can only begin processing your ATM withdrawal dispute once the transaction clears and is no longer showing as pending. This typically takes 2-5 working days. Your claim will be investigated once the transaction has cleared and is no longer pending. Shall I proceed with collecting the information about the withdrawal not dispensed by the ATM link machine?"

What's the exact date you attempted to withdraw cash?

Did you receive any cash from your withdrawal, or none 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

Was there a message on screen saying that cash was not dispensed?

Yes

Did the ATM give you any receipts?

Yes

Are you able to send us a copy of this receipt?

Yes

Is there a possibility that you did not see the cash machine open or cash come out?

Yes

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

If YES was selected provide more information

Confirming your details

Reason 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

COMPULSORY – Please provide us with as much information as possible to help us with our investigation. This can be things like “the chip has fallen out” or the “card numbers have rubbed off”. For these examples, we would like the Member to return their card to the branch or send us a copy of the damage via email If the card is not working please let us know in which scenarios’ specifically this isn’t working in. For example, the Member cannot make contactless purchases

What details do you need to update?

Email Address

Phone Number

Postal Address

Other (Provide Details Below)

Period of Statements Needed

Please confirm your current address

Agent - Does the provided postcode match the membership record in TCS/MyEnfuce?

Yes

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 address
- Visiting creditunion.co.uk/update-details

New Email

Phone/Mobile

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 Request

What was your original request about?

Roughly, what date did you contact us on?

How was your original request made?

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] (Accounts)

Has someone been in touch to confirm that your case has been received?

Yes

Emergency Cash Request

How much would you like to withdraw from a cash machine?

Agent: Member has enough funds in the account to cover this withdrawal

Yes

Account to withdraw from

Agent: I have confirmed the withdrawal amount with the member and explained what account this will be debited from

Yes

Agent: Does mobile number provided match the one on TCS?

Yes

Important For security, we can only send cash to the mobile number already on the account in TCS. If you no longer have access to this mobile number, I can help you update it, but you'll need to wait 24 hours before requesting cash.

Agent: I have explained how CashPerks works, and the member is able to get to a cash machine

Yes

Additional Information

Please provide a brief summary of what happened

Other details/comments

Crime Reference

We 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

Crime reference number

Police station location

Date crime reported

Name of police officer reported to

Badge number of officer reported to

Next Steps

Please confirm to the caller the following next steps

I've sent that request to our Accounts team. They will process this as soon as possible - if after 4pm though, it may be the next working day.

Subject to their being enough funds available in your account, they'll send you a text with instructions on how to collect your cash.
The text message will send you a list of cash machines nearby based on your phone's current location
To withdraw the cash, you'll need an 'order number' from the text message, as well as a secret code, which is the year you were born.
Do you have any other questions?
Is there anything else I can help you with today?

All 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 order replacement card and PIN as soon as they see the message and you should get them delivered to your home address in 7-10 working days. 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 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.