If you have fraud on your account, please contact us immediately at 800-232-8669, option 0. We will need to block access to your account.
Our team is here to help guide you through each step and ensure your account is protected.
IF YOU BELIEVE YOU ARE A VICTIM OF A SCAM or IF YOU HAVE SHARED ACCOUNT INFORMATION:
If you believe you may have been scammed, or if you’ve shared your account information or online banking credentials with anyone, please contact us immediately. For your protection, we can block access to online banking and place a temporary freeze on your account to help prevent unauthorized activity.
In most cases, the safest option is to close the compromised account and open a new one as soon as possible. A temporary freeze can be applied for 2 days to a maximum of 5 days, during which all withdrawals and transactions will be declined. This allows time for you to open a new account so we can permanently close the affected account and secure your funds.
If a new account is not opened within the temporary freeze period, the freeze will be removed, and the account may be reopened. At that point, Excite Credit Union may not be responsible for any fraudulent activity that occurs on the account.
Please reach out to us right away so we can help protect your account and guide you through the next steps. Please contact us immediately at 800-232-8669, option 0. We will need to block access to your account.
DEBIT CARD FRAUD:
If the charges are pending, you must wait for them to post to your account before a fraud claim can be made. Once they post you need to call our dispute department to put in a fraud claim: 866-507-2454 and we will block your debit card to prevent further fraud. If the charges have already posted through your debit card, please call our dispute department to put in a fraud claim: 866-507-2454. You will need to call us at 800-232-8669 to order a new card to be mailed to you at the address on file or you may stop by a local Excite branch to get a card printed at the teller line.
CREDIT CARD FRAUD:
If the fraud was on your credit card, please call us at 866-820-3095 so we may begin the claim process.
ACCOUNT NUMBER USED WITHOUT YOUR AUTHORIZATION:
We encourage you to visit one of our branches or call us at 800‑232‑8669 (option 0) so we can assist you right away. If you’re unable to come into a branch, we can have a team member contact you to help close the compromised account and open a new one, if needed.
When you call, we can place a temporary lockout on the affected account. This prevents any transactions from being processed—including checks, electronic withdrawals, or payments pulling funds directly from your account. A lockout can be placed for up to three days, during which time no deposits or withdrawals can be made on that account.
This allows us time to protect your funds and help you take the next steps safely.