Debit & Credit Card Support
Get answers to the most common debit and credit card questions, and helpful tips for using your cards.
Card Management Service
Our Card Controls add more control, convenience, and safety in your hands. From clearer merchant transaction info to robust fraud protections, now you can do even more from one convenient place. Read about these great features below!
- Turn your cards on/off at your discretion
- Know where every card is stored online
- Set spending limits based on location, amount, merchant type, and transaction type
- Create travel plan notifications for your financial institution
- Easily add cards to digital wallets
- View, manage, and redeem rewards
- Keep track of spending with a glance
- Contact merchants directly based on transactions
Download our Mobile App today or Enroll in Online Banking
Make Your Card Uniquely Yours!
Now you can have your favorite image on your PremierOne debit and credit cards by uploading it online!
Personalizing your card is easy!
- Review guidelines for images and approval process below
- Upload your favorite image
Next, within one business day, you will receive an email from the credit union approving your image. Once you have received the email approval of your image, visit your nearest branch and request that your custom image card be created.
Cardholder Text Alerts for Suspicious Card Transactions
- PremierOne Credit Union can notify cardholders of suspicious card transactions by voice phone, email, and text for security and convenience.
- Texts will be sent from the number 37268 and display PremierOne Credit Union’s name and the credit union’s Card Fraud Center's 24-hour toll-free phone number.
- You will be asked to reply YES or NO to the card transaction message. Receiving these texts is free, and you can opt out anytime.
Remember that the Credit Union will never request your Social Security number, loan number, or credit card number by text.
Report a Lost or Stolen Card
To report a lost or stolen VISA® credit or debit card, or suspicious activity on your account, call 1.855.500.7128 (P1CU), available 24 hours a day.
Cardholder Item Dispute Request & Processing
Cardholder Disputes
If you notice a transaction you don't recognize or have an issue with a purchase made using your PremierOne Credit Union card, we're here to help.
The dispute process depends on the type of issue:
- Fraud (unauthorized transactions)
- Non-fraud (issues with a merchant or purchase)
Fraudulent Disputes
A fraudulent charge is any transaction you did not authorize or participate in.
Report suspected fraud as soon as possible. Quick reporting helps protect your account and may limit your liability under applicable law.
Once reported, we may:
- Block your card
- Issue a replacement card
For more details, refer to your card agreement:
- ATM & Visa Debit Card Agreement
- Visa Credit Card Agreement and Disclosure Statement
If you don't recognize a transaction, you can:
- Complete the Cardholder Dispute Form on our website
- Visit any PremierOne Credit Union branch
- Call (855) 500-7128 or (408) 524-4500
Non-Fraud Disputes
A non-fraud dispute is when you authorized a transaction but there is a problem with the purchase or service.
Examples include:
- Item or service not received
- Damaged or defective merchandise
- Duplicate or incorrect charges
- Missing refunds
- Billing errors
- Hotel or rental issues
- ATM dispensing errors
- Not as described
Visa rules generally require you to first try resolving the issue with the merchant.
When contacting the merchant, keep a record of:
- Date and time of contact
- Name of the representative
- Reference or confirmation numbers
- Emails or written communication
If the issue isn't resolved, submit a Cardholder Dispute Form with supporting documents.
Providing documentation helps us review your claim. Examples include:
- Receipts or invoices
- Order confirmations
- Merchant emails
- Return or tracking information
- Cancellation confirmations
- Credit slips
- Photos (if applicable)
The more details you provide, the more efficiently we can investigate your dispute.
Once we receive your dispute:
- We begin reviewing your claim as quickly as possible
- We may contact you if additional information is needed
- You will receive updates by email or mail
- Provisional credit may be issued during the investigation, if applicable
- If approved, provisional credit becomes permanent
- If not approved, any provisional credit may be reversed
Email:
cardrisk@premieronecu.org
Mail:
PremierOne Credit Union
Attn: Card Risk
6640 Via Del Oro
San Jose, CA 95119
Merchandise or Services Issues
If you did not receive an item, received something damaged, or were charged incorrectly:
- Contact the merchant first
- If unresolved, submit a dispute form
- Include all supporting documents
Refund Not Received
Allow reasonable time for processing. If the refund still does not appear, submit a dispute with proof of the merchant's agreement to refund. If the merchant states they will issue credit, they have up to 30 days from the date they stated that a refund will be issued. If no refund is issued after the 30th day, then you can file a dispute as (No Credit received).
ATM Errors
If cash was not dispensed or credited correctly:
- Submit a dispute form
- Include your ATM receipt if available
Duplicate Charges
If you were charged more than once for the same purchase:
- Submit a dispute form
- Include your receipt if available
Other Issues
If your issue is not listed, submit a dispute form and describe the situation in detail. You may also call or visit a branch for assistance.
Frequently Asked Questions
It provides the details needed to investigate and process your claim through Visa's dispute system.
Some disputes require supporting documents under Visa rules. This helps validate and support your claim.
Contact us immediately. We can help identify the transaction or take appropriate action if needed.
A second opinion may be required to confirm whether the work was incomplete, unnecessary, or not performed correctly.
It confirms the reservation was properly canceled and helps prevent "no-show" charges.
Submit what you have. We may still be able to proceed with your dispute.
We will contact you by email or mail. If additional information is needed, we will reach out using the contact details provided.
Convenient Instant Issue Card Service!
You can instantly get your new / replacement debit or credit card at all PremierOne Credit Union locations. Cards are issued on the spot, active, and ready to use. Visit any of our branches and start using your card today!
PremierOne Credit Union reserves the right to determine, in its sole discretion, whether a submitted image will be accepted or rejected. All images submitted must have the owner's consent, including those downloaded from online sources. Please review our guidelines available here. ATM cards are not available for personalization.