Debit Card Help & Services

If your debit card is not completing transactions, it is likely due to one of the following reasons: the billing address entered does not match what we have on file, the card has been turned off for fraud, there are insufficient funds (NSF), or another issue.

Address Mismatch: This is the most common issue. The billing address may be entered incorrectly, the address on file may be outdated, or the ZIP code may be incorrect. For a debit card transaction to be approved, the billing information must match what we have on file for your account. This security measure helps prevent fraud.

Fraud: Occasionally, calls, texts, or emails from our Fraud Department may be missed. If a transaction triggers a fraud alert, it will be blocked and you will be contacted immediately. If we do not receive confirmation that the charge is valid, the card may be turned off as a precaution. You will need to contact the Fraud Department using the case number provided (via text, voicemail, or email) to verify your identity and confirm the charges before your card can be reactivated.

NSF (Non-Sufficient Funds): If Courtesy Pay is not enabled and there are insufficient funds in your account, the transaction will be declined.

Delinquent Loan: If your loan payment becomes 30 days past due, your debit card may be temporarily deactivated until a payment is made, or your available funds may be placed on hold to cover the overdue loan payment.

Other Issues: In some cases, the card may be damaged or not activated. If the card is damaged, a replacement will be required. If it has not been activated, it must be activated before it can be used.

If your debit card has been turned off due to suspected fraud, you will need to contact our Fraud Department to verify recent transactions and have the card reactivated. Please reference the case number that was emailed, texted, or left in your voicemail. If your card cannot be reenabled, we can assist you in issuing a replacement card by contacting Coosa Valley Credit Union directly.

If you are reporting unauthorized transactions, you will need to file a debit card dispute by contacting the Dispute Center at the number listed below.

*If you did not receive a case number or a message asking you to confirm recent activity, it's possible the contact information we have on file is outdated.

Fraud Center (card reactivation - case number required): 800-237-8990

Debit Card Disputes (unauthorized transactions): 833-882-0861

If your debit card is damaged or the chip is no longer working properly, we can assist you with a replacement card. Over time, the magnetic stripe or chip may wear down, which can affect how the card functions and require replacement.

To keep the same card number, you will need to bring the damaged card and your valid ID into a branch for replacement, or contact our Contact Center to have a new card mailed to the address on file.

*If you visit a branch without the damaged card, your options will be limited to either having a replacement card mailed to you or issuing a new card with a new debit card number in branch.

*You must be the card holder in order to have a new card printed in branch.

If your debit card has been lost or stolen, we recommend turning it off immediately through your online banking app or by contacting us for assistance. This will prevent new transactions from being processed, but it will not stop transactions that are already pending.

App Method: Open the CVCU App and log in. Scroll down to the "Card Management" section, then select the card ending in the corresponding last four digits. From there, you can temporarily toggle the card off or choose additional options such as "Report Card Lost/Stolen."

Contact: 706-235-8551 or 888-297-3416

After Hours: 888-297-3416

If you recently received a new debit card in the mail, please activate it by calling the phone number listed on the sticker attached to the card. This is the only method available to activate your card. For security purposes, you will also be asked to verify your information during the activation process.

Card Activation: 800-290-7893

If you need a new debit card, we can issue or print one for you by visiting a branch or contacting our Contact Center. While replacement fees are sometimes waived as a courtesy, please note that repeated card replacement requests will result in a $15 fee per card.

If you need to set a new 4-digit PIN or have forgotten your existing PIN, please contact our Debit Card Support Line for assistance. You will be asked to verify your information for security purposes.

New Pin/Forgot Pin: 800-290-7893