Fraud Prevention

Debit and Credit Card Fraud

Lost or Stolen Visa Cards

If your Quest Visa Debit or Credit Card has been lost or stolen in the United States, immediately contact the Lost or Stolen Visa Hotline by calling the following:

If you are traveling abroad, immediately contact Visa's Global Customer Assistance Service. By reporting your card, you are protecting yourself and limiting your liability. You will not be liable for any unauthorized use of your Visa card once it has been reported lost or stolen.

Suspicious Activity on Visa Debit Cards

Quest provides you with around-the-clock protection against debit card fraud. FraudWatch PLUS is a free service that protects all of the debit cards that we issue.

FraudWatch PLUS enables us to provide the technology, tools and expertise to manage fraud. Trained analysts watch for suspicious transaction activity on your behalf 24 hours a day, seven days a week, 365 days a year. When a transaction is not consistent with your usual patterns, you will get a call from Fraud Prevention Services asking to verify the authenticity of your card transactions. If the transaction is fraudulent, FraudWatch PLUS will begin the paperwork to dispute the transaction and close the card, and they will continue to monitor your account.

Should you receive a call from Fraud Prevention Services know that they are doing their job to prevent potential fraudulent use of your debit card. They will ask you questions to identify you, but they will not ask you to provide any of the following information:

  • Your full card number
  • The expiration date on your card
  • Your card's PIN number
  • The CVC code on the back of your card
  • Your full social security number

Fraud is a costly problem for both Quest and our members. That is why we are working to detect and prevent it from happening to you. If you will be traveling internationally or just outside of your normal geographical area, contact us first at 1-800-432-2470 and we will note it on your account, helping to ensure that your card works while you travel.

To report fraudulent activity on your Quest Visa Debit Card, contact us immediately at the following numbers:

  • Normal business hours: Call Quest at 1-800-432-2470
  • Evenings and weekends: Call FraudWatch PLUS at 1-866-842-5208 for domestic calls
  • Evenings and weekends: Call FraudWatch PLUS at 1-701-461-2551 outside the United States

Suspicious Activity on Visa Credit Cards

Quest has partnered with Falcon Fraud Protection to safeguard your Quest Visa Credit Card against fraud. Your card activity is monitored 24 hours a day, 7 days a week in search of suspicious activity. Falcon is a free service that Quest provides on all of the credit cards that we issue. It is automatic and there is no enrollment necessary.

Falcon monitors and analyzes your transactions and assigns a rating to the transaction. Based on your normal spending patterns, if a questionable transaction is detected on your Quest credit card, Falcon will contact you to verify the transaction. In some cases, the transaction may be declined at the point of purchase if the fraud rating is high.

If fraudulent activity is detected, Falcon will contact you by phone to the primary number we have on file. If there is no answer, a representative from Falcon will leave you a message requesting a call back to verify the suspected transaction. If you miss the phone call, you may contact the Falcon call center at 1-800-437-9392, 24 hours a day, 7 days a week.

During the call from Falcon, you will be asked a question to verify your identity. Falcon may ask you to verify the last four digits of your Social Security number as well. They also compare the phone number that you call from to see if it matches the phone number that is on file.

To avoid delays with card usage or confirming potential fraud, we strongly recommend that you contact the Falcon Fraud Monitoring Department directly rather than Quest. The staff at Falcon is available 24 hours a day, seven days a week and can quickly verify transactions and take appropriate action if fraud occurs on your account.

Despite Falcon's monitoring efforts, we encourage you to monitor your account for suspicious or unauthorized charges that the Falcon monitoring system may not detect. Please review your account activity frequently and never hesitate to contact Quest at 1-800-432-2470 with questions.

To report fraudulent activity on your Quest Visa Credit Card, contact us immediately at the following numbers.

  • Evenings and weekends: Call Falcon Fraud Protection Service Center at 1-800-437-9392
  • Business hours: Call Quest Credit Union at 1-800-432-2470

Consumer Facts

If you think that you have been a victim of identity theft or fraud, contact Quest Member Services today at 785-233-5556 or 1-800-432-2470.

Identity TheftView our Seminar Slideshow

Identity (ID) Theft occurs when someone knowingly transfers or uses, without lawful authority, a means of identification of another person with the intent to commit or to aid or abet any unlawful activity that constitutes a violation of federal law or that constitutes a felony under any applicable state or local law.

ID theft is the fastest growing fraud scheme in the United States. It has been estimated that nearly 27 million Americans have been victimized over the recent five year period. Ten million Americans discovered they were victims of some form of ID theft within a recent 12 month period, including the misuse of credit card or other accounts. Nearly 7 million Americans discovered their credit card or other account information had been misused during the recent 12 month period. Over 3 million Americans discovered their personal information had been misused over a recent 12 month period for more serious “new account fraud” — to open new accounts, take out loans, misuse the victim’s name and identifying information when someone is charged with a crime, renting an apartment or obtaining medical care.

On the average victims reported spending about $500 to deal with their identity theft experience. Victims of the more serious “new accounts and other frauds” form of identity theft spend almost $1,200 on average. Identity theft of all types cost victims an estimated $5 billion during a recent 12-month period.

Victims of ID theft spent an estimated 297 million hours recovering from identity theft last year. About 194 million hours from “new accounts and other fraud,” while roughly 100 million hours were spent dealing with the misuse of existing accounts.

Here are a couple of ways to protect your identity:

  • Shred all junk mail, credit card applications etc. that have your name, SSN, address, Date of birth or other pertinent personal information BEFORE you throw it in the trash.
  • When paying bills via U.S. Mail, deposit the bill into a LOCKED mailbox. Do not put it in your mailbox if it is not secured. ID thieves will cruise neighborhoods looking for the “red flag” on mailboxes, take your bills, and alter your personal checks or use the checks to get your account number and order additional checks.
  • If your monthly or quarterly bank and/or credit card statements fail to arrive, contact your financial institution and/or credit card company immediately.
  • If your financial institution or credit card company offers online viewing of your outstanding checks and charges, monitor your account on a daily or every other day basis. You should be looking for checks that you did not write or charges that you did not authorize.
  • Sign your credit cards.
  • Do not carry your Social Security card in your purse or wallet. In addition, look at other items you carry to determine if they have your SSN on them. If your driver’s license is your SSN, change it.
  • Remember, ID thieves need very little to steal your ID: name, Social Security Number and address at the least.

Finally, if you ever suspect that you may have been a victim of ID theft, immediately follow the instructions below. Waiting two or three days can cause problems down the road. Due to the rising number of occurrences of identity theft, the Credit Union National Association adopted a program (required under the FACT ACT which became law last year) issuing one free credit report each year to consumers. This program is designed to encourage consumers to regularly check their credit report to ensure that the information contained in the report is accurate and also provides an opportunity to the consumer to look for possible signs of identity theft. The website to request your free credit report is

  • If you believe you are a victim of identity theft, contact the fraud department at any one of the three major credit bureaus to place a fraud alert on your credit file.
  • Close the accounts that you know or believe have been compromised or opened fraudulently.
  • File a police report. Obtain a copy of the police report to submit to your creditors and others that may require proof of the crime.
  • File your complaint with the Federal Trade Commission (FTC). The FTC maintains a database of identity theft cases used by law enforcement agencies for investigations.

Filing a complaint also helps the government to learn more about identity theft and the problems victims are having so that they can better assist you. Visit the FTC website for more information

If you have questions throughout the process or are unsure of what to do, please contact Quest's Member Services Department at 785.233.5556 or toll free at 1.800.432.2470.

Online Scams

According to a report issued in December 2004 by the FBI and the National White Collar Crime Center, online fraud nearly doubled from 2003 to 2004. That information backs up the information from Gartner Research that estimates that approximately 10 million Americans were victims of online fraud last year alone.

While "phishing" appears to be the scam of choice right now, auction fraud, "Congratulations, you won..." and the Nigerian letter are also scams that are present on the Internet.


This scam depends on your answer to an e-mail. The e-mail will make you believe that it is from your financial institution or PayPal or from a legitimate business and will warn you about identity theft and then ask you to verify your information. The message concludes with “if you don't take action immediately, your account will be terminated” or something of that sort. You are directed to a website which appears to be the real deal, and asked to enter your information. This website is bogus! If you enter your information, your account information is typically sold to criminals who may empty your account and could ruin your credit.

If you receive such an e-mail, do not enter your information. Remember, if something is so important about your account, typically your financial institution should contact you via a paper letter or by phone. Your financial institution knows your account information and will not ask for it.


Online crooks are beginning to move from phishing to pharming to reap a bigger harvest of identity theft victims. Experts warn that pharming may be more sinister than phishing because it's harder to detect.

Pharming is unlike phishing in that it operates through fake websites instead of e-mail spam to deliver fake messages the way phishing does. Pharming will automatically direct computer users to a fraudulent website from a legitimate web site without warning. Once the victim has been transferred to the fake site, passwords, credit card numbers, and other private information for the purpose of committing identity theft is collected.

One expert is noted as saying that phishing is like catching an individual fish out of an ocean, but pharming is like throwing out a big net.

Pharming attacks are somewhat rare at this point, however security experts warn that over the coming months, pharming may explode just the same as phishing attacks did over the past year.

Online users are urged to watch for uncommon log-in processes that don't look the same as on the legitimate site. Some fraudulent sites will ask users for information such as a Social Security number, which is not normally required by a legitimate site.

If you have questions, please contact Quest's Electronic Services Department at 785.233.5556 or toll free at 1.800.432.2470.


While ATM’s can be a fast and efficient way of getting money especially while traveling, it can also be an easy way for someone to steal your money. Over the past few years, skimming has become a real problem. Now that the device used for skimming is approximately the size of a pager, this problem will continue to grow.

There are a couple of ways that skimming occurs:

  • When you use a credit or debit card at your favorite restaurant and the waiter/waitress has the skimming device in their pocket and scans your card information. The device captures your name, card number, expiration date and the invisible encrypted verification code. These devices will store the details for up to 500 cards and are easily downloaded to a computer. The information may then be sold or used to make purchases or even create a new card in your name.
  • Another method occurs at ATM’s. When the skimmer is placed on an ATM a thin, clear piece of plastic is inserted into the machine where the card is normally inserted. When someone attempts to use the ATM, the machine is unable to read the card. The ATM continuously asks the user to re-enter their PIN number, which the user typically does. Unknowingly, they are providing their Personal Identification Number (PIN) to the fraudster who has been watching from nearby or has placed a camera to obtain the PIN entered. When the unsuspecting victim gives up, thinking that the ATM is broken and has eaten his/her card, they leave. The fraudster will then go to the ATM, remove the plastic and enter the PIN number and retrieve cash from the victims account.

Before using an ATM, you should run your finger over the card slot to feel for the piece of plastic. If you feel plastic, you should feel two points, which are used by the fraudster to remove the plastic. If you do find the plastic or any other type device, report it immediately to the financial institution and the local police department.

It is virtually impossible to know if your card information has been skimmed other than to watch your statements for fraudulent activity. If your card companies have online account access you are able to see all transactions within a few days from the date of the actual transaction. We would recommend that you utilize the online account access wherever it is accessible, mainly for your own protection to monitor your accounts.

Log in to Quest Online Banking or register for Online Banking so to regularly monitor your account activity.

Auction Fraud

This scam plays on our bargain hunter's side. You might find something you would really like to have on an online auction site and believe it or not, the price is unbelievably lower than the actual cost of the item in a department store. That should be your first hint. Who could and would sell items at half or less of the price you should expect to pay? If you are paying less, you are most likely receiving less - a knock off product. Although, in some cases, you may not even receive the knock off product, you receive nothing at all. If you report the fraudulent action, the seller (using phony names) may then post negative reports about you on the auction website.

Nigerian Letter

An example of this scam is one that begins with an e-mail claiming that a deposed minister of agriculture from Nodambizia needs assistance. It goes on to state that this person embezzled millions of dollars and needs an accomplice to assist in getting it out of the country and if you help with this, you will receive a cut of the money, usually 30 percent. But before all this can happen, you are required to pay thousands of dollars in taxes, attorneys costs and bribes before traveling overseas to complete the required paperwork.

There is no minister and no money, except your own. The average loss in this scam is $3,000. According to the FBI, some of the victims that actually traveled overseas went missing or were killed.

Over the years this scam has evolved. The stories are different, but the actions required and end result is the same. The victim is required to spend money and there is no reward, just loss.


All of the scams listed above are happening today. Please be aware of the e-mails that you respond to and the information you provide online, by phone and in person. Remember, if it sounds too good to be true, it probably is.

For more information about identity theft and scams or if you think that you have been a victim, contact Quest Member Services at 785-233-5556 or 1-800-432-2470.ATM Tips

An automated teller machine (ATM) provides a quick and convenient way to access your money.

To ensure your safety when using an ATM, it is important to remember certain safety tips:

  1. Always be aware of your surroundings, especially at night.
  2. If you notice anything suspicious when approaching the ATM, return later or use another ATM.
  3. Stand close to the ATM and away from others in line to avoid detection of your Personal Identification Number (PIN) or other account information.
  4. Have your transaction ready before you go to the ATM. When you can, complete any deposit or withdrawal slips/envelopes before leaving your vehicle.
  5. Have your ATM card ready, to avoid going through your purse or searching through the contents of your wallet at the ATM site.
  6. Consider having another person accompany you to the ATM.
  7. Look for well-lighted ATM's when performing transactions at night.
  8. Put your cash away as soon as the transaction is complete; count the cash later in the safety of your vehicle or home.
  9. Never give information to strangers at the ATM or to anyone over the phone. Be aware of fraud or people who pose as credit union employees who try to obtain information from you. This information should only be discussed in person by you at the credit union.
  10. Remember to keep your PIN a secret. Make sure not to write it on your ATM card or anywhere else in your wallet; thieves can easily ascertain "hidden" or "secret" numbers.
  11. Immediately report all crimes to our Member Services Department and to local law enforcement officials.