CSC

1. Identify the client.
2. Verify the client's CIF number(s).
3. Launch Xperience > Customer and Account Inquiry to find a client's account. 
4. Select the client's card/account that you suspect of fraud. 
5. Click Card Status Change.
6. Change the Card Status on the right hand side from active to hot and Click OK.
7. Confirm the changes made to the card status along with the response for a new replacement card. Confirm the Negative Response Code that specifies if the card was lost or stolen.  It is extremely important that the correct response code is selected.
   • 33 - Expired Card
   • 34 - Suspected Fraud
   • 41 - Lost Card
   • 43 - Stolen Card

For procedures on ordering a new debit card, click here.

Office

1. Identify the client.
2. Verify the client's CIF number(s).
3. Launch Xperience > SilverLake > StreamLine Platform Menu > ATM Card Maintenance
4. Enter the client's account number that fraudulent activities are suspected. 
5. Click OK.
6. On the Work with Cardholders screen, choose the account you want to work with and click Change.
7. On the Change Cardholder Information page, in the Card Category field, if showing EMV, click the ellipsis to choose DIC.
8. In the Card Status field, click the ellipsis  to choose H - Hot Card.
9. Click OK.
10. In the Negative Response Code field, click the ellipsis   to choose the reason for the card status change.
11. Click OK. 
12. On the Alert Message screen, use the drop-down arrow to choose Yes or No and enter a message accordingly. 
13. To create a new card, use the drop-down arrow to choose Yes. 
14. Enter the appropriate fee on the Card Reorder Fee screen.
    • For applicable fees, see the Other Services and Fees Brochure.
    • See Waiving Debit Card Reorder Fees for waiving fees.
15. On the Select ISO for Card Creation screen click Business or Consumer Debit and click Select.
16. On the Create Cardholder screen, verify the Customer Number (CIF) and click OK.
17. On the Display Expiration Date Change screen, click Enter.
18. Click OK until you reach the Change Associated Accounts screen.
19. To add a savings account to the debit card, use the drop-down menu to choose Y - Yes.
20. Click OK.
21. On the Set Customer Offset screen, click OK.
22. On the Work with Cardholders screen, the old card will show Hot and the new card Active.