Steps you can take immediately if you think your account is at risk. Here are some common scenarios and steps you can take before contacting us;
- You’ve received a suspicious email, SMS or phone call
- You’ve given your password to someone
- You’ve lost your card or it’s been stolen
- You’ve noticed an unusual transaction
- You’ve noticed a transaction you’d like to dispute
If you still need help, call us It’s important that you contact us immediately if: -You’ve sent money or authorized a payment due to a scam -You’ve provided your identity information and/or banking details to someone who you believe is a scammer -You’ve found transactions you haven’t authorized. What to expect when reporting a fraud or a scam You report the fraud Contacting the CREDREM Fraud team is the first step. A Fraud specialist will ask you to confirm the details and circumstances of your report. This helps us understand the situation and take the most appropriate actions, including potentially blocking any accounts to stop criminal access. We’ll investigate Once we have all the details, our investigation team will get to work. Investigation times can vary, but typically card fraud cases are completed in 4-6 weeks while digital fraud and scam cases may take up to 6-8 weeks. We’ll be in touch throughout the process You may receive an email from CREDREM asking you to call us. Otherwise, we may send you an email to let you know the latest progress of your case. If you haven’t heard from us, it means we’re still working on your case. We’ll get in touch once we have an update for you. You’ll receive an outcome Once our investigation is complete, we’ll contact you to let you know the outcome by email.