CARD SECURITY
Card lost, stolen, or showing charges you did not make
Call the 24-hour line first, then freeze the card in the app. Both steps take under a minute and neither one costs you anything.
Call first
Two numbers, staffed by people
The fraud line answers every hour of every day, including holidays.
24-hour card and fraud line: (800) 555-0166
Use this number to report a lost or stolen debit or credit card, to dispute a charge, or to answer a fraud alert text. It is answered around the clock, seven days a week.
Member service: (800) 555-0148
For everything after the card is blocked: reordering, address changes, statement copies, and questions about a pending credit. Open Monday through Friday 7am to 8pm and Saturday 8am to 3pm.
Summit will never call, text, or email you asking for your full card number, your PIN, your online banking password, or a one-time code. If someone does, hang up and call (800) 555-0166 yourself.
First hour
Do these four things, in this order
Freeze the card
Open the Summit app, tap the card, and switch on Card Lock. The freeze is instant and reversible, so if the card turns up in a coat pocket you can switch it back on yourself.
Call (800) 555-0166
A freeze stops new purchases. A phone report closes the card number for good and starts the replacement. Tell the agent the last transaction you actually recognize.
Review the last 30 days
Scroll your transaction history in online banking and flag anything unfamiliar, including small test charges under $2. Thieves usually try a tiny amount before a large one.
Change your passwords
If the card was in a wallet with anything else of yours, reset your online banking password and turn on two-step verification. Do it from a device you trust.
What happens next
Replacement, refunds, and the payments still hitting the old card
A new card in the mail
Standard replacement cards ship the next business day and arrive in five to seven business days at no charge. Rush delivery in two business days is available for a fee.
Recurring payments
Your gym, streaming, and insurance drafts are tied to the old card number and will decline once it is closed. Make a list before you hang up and update each one when the new card arrives.
Zero liability
You are not responsible for fraudulent purchases on a Summit debit or credit card when you report them promptly. Provisional credit is normally posted within 10 business days while we investigate.
Action
How long it takes
Cost
Card lock in the app
Immediate
No charge
Standard replacement card
5 to 7 business days
No charge
Rush replacement card
2 business days
$25.00
Provisional credit on a dispute
Within 10 business days
No charge
Emergency cash at a branch
Same day
No charge
This is a demonstration website. Fees, timelines, and figures shown are illustrative only. Federally insured by NCUA.
If the card is gone but nothing has been charged yet
You still need to report it. A card that is missing is a card someone else may be holding, and a chip card can be used for tap payments under the contactless limit without a PIN. Freezing it in the app protects the account while you look, but if the card does not surface within a day, call and have it closed.
If the charges are already on your statement
Call the fraud line and read out each transaction you dispute. We close the card number, open a case, and in most cases post provisional credit to your account within 10 business days while the merchant is contacted. Investigations usually finish inside 45 days, and you keep the credit if the claim is upheld.
Keep the receipts and any emails from the merchant. If a charge turns out to be a subscription you forgot about rather than fraud, tell us, and we will close the case instead of putting a merchant through a chargeback.
If you are traveling
Report the card the same way. Any of the 5,600 shared branching locations can verify your identity and hand you emergency cash from your Summit account, and we can ship a replacement card to a hotel or a family address. Call (800) 555-0166 before you make other arrangements.
Common questions
Does freezing my card stop my automatic bill payments?
Yes. A card lock declines everything on that card number, including recurring merchant drafts. Bill payments scheduled from your checking account in online banking are not affected.
Will my card number stay the same on the replacement?
No. A reported card gets a new number, a new expiration date, and a new security code. That is the point, and it is why the recurring payments have to be updated.
Do I need to file a police report?
Not for a standard card dispute. If your wallet was taken or your identity was used to open accounts, a police report helps, and we will tell you when it is worth filing one.
How do I get cash before the new card arrives?
Visit any Summit branch or one of the 5,600 shared branching locations with a photo ID. You can also send money from online banking to another account you own.
I got a text asking me to confirm a purchase. Is that real?
Our fraud alerts ask you to reply yes or no about a specific merchant and amount. They never ask for a code, a password, or a card number. When in doubt, ignore the message and call (800) 555-0166.
Card handled. Now lock the rest down.
Turn on alerts, set spending limits, and review who has access to your accounts.