We are revising how we handle compromised cards. We are interested in how other banks process. Do you always issue new cards? We use to give the option until we had a local breach. Now we issue new cards the day of the CAN/CAM and close out the comp cards after 10 days so the customer does not lose their card access.

Yes, we always re-issue. Being a smaller institution, the risk is too high for us to leave them open. We contact the customers by phone, if the customer doesn't need access, with their permission we will hotcard immediately, if they need access we try and see if we can lower their limits until their new card arrives. Usually our customers have no problem with us hotcarding right away.

I have a question ItNeverEnds. If the list is large, say 50 or more cards, do you still call each customer? After 50 cards it becomes cumbersome for us to call each individual, and you can not always reach 100% of your base. We are sending a letter out immediately explaining the situation to our members, that they will receive a new PIN and card by mail in the following days. The cards are set to close 10 days after the letters are sent, and we have an extension set up just for members responding to the letter if they need clarification, or to call and let us know their card has been activated prompting the old card to be closed sooner.

We always block and reissue on both debit and credit. We're also a small bank and call all of our customers, which was a big job with the TJ Maxx and Heartland breaches. It takes 3 days for a letter to go across town, and sometimes time has been of the essence. (One time I was calling customers on a local breach and could see the fraud coming in on their card while talking to them on the phone)

Some customers request to keep their debit card open until the new one comes. Since fraud and data breaches vary, we handle each scenario case by case. There's a variety things we can do, such as lowering limits and restricting signture debit. But we do not give them an option to keep it open if fraud has already occured on the card.

Thank you for your responses!! We also plan on calling each customer from the branch they are associated with; however our extension for the incoming calls if for our dept that handles the cards. Most of our CH want their card closed immediately also. I am glad to see most bank auto reissue instead of giving the option, I know I have moved us in the right direction to prevent.

Yes we do. It is time consuming, but we farm out the list and have several people calling. Our bank is very service oriented, so calling is a must.

We do the same thing you do. We re-order the card and close out the old one 10 or so days after the order.

We had a local breach and it affected 750 cards, even larger than the TJ Maxx deal. Not fun, but that is what began this whole subject and how to better protect everyone! We hope to lower the days to close card to 5 if we call each customer.