Security and Fraud
Don't Be Fooled
Langley will never ask for
your personal account information including account number,
online banking password, or other account information.
Langley will never send you an email directing
you to a website to "verify" your personal or account information.
Langley staff members will never ask for your password
or PIN number to any service.
If you suspect fraud has occurred on your Langley account, call Langley's Contact Center
Monday - Friday 8:30 a.m. - 6:00 p.m.
Saturday 8:30 a.m. - 1:00 p.m.
Suspicious emails can be forwarded directly to Langley using [email protected]. If it's possible for you to provide the email header info, please attach it to the forwarded message.
Report a Lost or Stolen Card
To report a lost or stolen debit or credit card, call 757-827-5328
Types of Fraud
Phishing
Phishing is an attempt to obtain sensitive personal information such as usernames, passwords, and credit card details for malicious reasons. It is typically carried out through email or instant messaging, and it usually directs users to enter personal information at a fake website whose look and feel are very similar to the legitimate one. Communications that claim to be from credit unions, banks, and online payment processors are often used to lure victims. Phishing emails often contain links to websites that are infected with viruses or malware.
Get Rich Quick
"Get rich quick" scams create the impression that you can earn enormous profits with little effort, or time, and with minimal risk. This scam comes in various forms, including the request of a small upfront fee for a larger payout or a promise of income through a fraudulent sweepstakes or inheritance scam. Often advertised through social media platforms, scammers will use clickbait phrases like “double your money fast” to grab your attention or create phony accounts to post fake testimonials on the scam.
Romance and Online Dating
Romance scams occur when a criminal adopts a fake online identity to gain a victim’s affection and trust. The scammer then uses the illusion of a romantic or close relationship to manipulate and/or steal from the victim. The criminals who carry out romance scams are experts at what they do and will seem genuine, caring, and believable. Con artists are present on most dating and social media sites. Beware of individuals who seem too perfect or quickly asks you to leave a dating service or social media site to communicate directly and never send money to anyone you have only communicated with online or by phone.
Holiday Scams
Thousands of people become victims of holiday scams yearly. Scammers can rob you of hard-earned money, personal information, and, at the very least, a festive mood. The two most prevalent of holiday scams are non-delivery and non-payment crimes. In a non-delivery scam, a buyer pays for goods or services they find online, but those items are never received. Conversely, a non-payment scam involves goods or services being shipped, but the seller is never paid.
Checks
There are a number of different check fraud scenarios. If someone offers to pay you with a check and then asks you to give them some cash back, they're likely giving you a counterfeit check. Checks can also be "washed" – the original ink is removed with a chemical process and the recipient name is changed. Remember – forgeries will usually be discovered. And when they are, you are responsible for any money that you have withdrawn using the check.
Elder Abuse
Elder abuse is any form of mistreatment that results in harm or loss to an older person. The most common form of elder abuse is financial exploitation, followed by physical abuse, neglect and emotional abuse. Financial abuse is the illegal or unauthorized use of a person's property, money, pension or other valuables, followed by the withholding of their money.
Account Security Tips
- If someone who claims to be a Langley support representative calls you for any "urgent" reason, do not allow them to remote access your computer or account.
- Langley support with NEVER prompt you to download any software on any of your devices.
- DO NOT share your account passwords with anyone. A Langley employee will never ask you for your account credentials.
- Do not initiate any payments IF prompted by a support representative, especially crypto transactions.
- If you need to reach out to Langley support, use only the telephone number listed on the official Langley website. Do not search for Langley support numbers online, those are likely scams.
- If you receive alarming texts messages about suspicious Langley activity, please double check that information by logging into your online banking to validate its authenticity.
- DO NOT give your one-time verification codes (MFA Codes) to anyone, especially if they claim to be from Langley support
- Pay attention to emails or in-app communication from Langley that your password, contact information or external linked accounts are ever changed.
- DO NOT trust anyone who says they are from Langley and prompt you to send them or access your accounts, especially if they use a sense of urgency
- DO NOT trust anyone who guarantees you profits or easy money. Langley support will never promise you financial gains.
Online Security Tips
At Langley, keeping your money safe and secure is our top priority. Developing strong user IDs and passwords for yourself is an essential step in your defense against cybercrime. Strengthen this defense by adding complexity to your user ID and password to minimize your chances of fraud. Below are helpful tips for you to use as a guide when creating your online banking credentials.
Tips on Creating a Secure User Id
- Create a user ID that is unique for online banking
- Make sure your user ID contains at least 10 characters, including both letters and numbers
- Avoid repeating the same user ID from other websites, especially for your financial accounts
- Avoid using personal information like your full name, member number, or email address
- Never use your social security number as a user ID
Tips on Creating a Secure Password
- Establish a password at least 12 characters long
- Use four or five random words or a long-phrase—the more uncommon the better
- Include uppercase and lowercase letters, numerals, and special characters in non-obvious arrangements
- Change your passwords periodically & be sure to never share your passwords
- Avoid words or themes that can be associated with you
- Never use the word "password" in your password
Other Safe Online Security Practices
- Read privacy notices
- Be on the lookout for suspicious emails
- Be cautious of links in emails, especially if you are unsure of the sender
- Only shop on known, trusted, and secure websites
- Keep your computer safe with anti-virus/anti-spyware software, and make sure your firewall is on and protecting you
2 Click your icon in the right corner of your dashboard then click "Security"
3 Click either "Change Username" or "Change Password" to update your Username or Password
Card Security Tips
It’s important to be proactive about keeping your credit and debit card accounts safe in order to avoid possible identity theft. Here are a few tips to help you protect your cards.
- Update your security settings and alerts in Langley's Online Banking App. There you will see a variety of settings and notifications for balance alerts, two-factor authentication, transaction alerts and more to safeguard your information.
- Check your FICO credit score every month in online banking to identify any suspicious changes to your accounts
- When selecting a PIN, avoid obvious numbers – 1111, your birth year, etc.
- Don't give your credit card number over the phone unless you know who you are calling or you have initiated the call yourself
- Report lost or stolen cards immediately
Submitting a Card Dispute
Non-Fraud Disputes
Non-fraud disputes refer to issues with a legitimate transaction, such as billing errors or incorrect charges.
- Attempt to resolve the issue with the merchant. Many disputes can be resolved quickly through direct communication with the merchant. Retain all proof of correspondence with the merchant.
- Submit a dispute with our team. If the merchant is uncooperative or you are unable to resolve the issue, submit a dispute in Langley’s Digital Banking or contact our Dispute Operations Helpline at 757-848-5420. We’ll need all the necessary information, including transaction details and any correspondence with the merchant to assist in resolving the dispute.
You may be asked to provide supporting documentation to ensure the dispute is processed effectively. Please allow up to 10 days for a credit adjustment. For claims about your Visa card benefits, like Porch Piracy Protection, go to www.cardbenefitservices.com or call the Benefit Administrator at 1-800-628-8472 with questions or to file a claim. Certain terms, conditions and exclusions apply.
Fraud Disputes
Fraud disputes refer to unauthorized transactions or payments on your account because of stolen account information, phishing scams, or other malicious activities. It’s crucial to act quickly to minimize any potential damage.
- Secure your account. If you suspect your card has been compromised, you can lock your card in the Digital Banking app.
- Gather all relevant information. Have your account details, the date and amount of the unauthorized transaction, and any other relevant information ready before you call, including any supporting documentation.
- Submit a dispute with our team. If you spot any suspicious or unauthorized transactions, submit a dispute in Langley’s Digital Banking or contact our Dispute Operations Helpline at 757-848-5420 immediately. Our Dispute Operations Team will guide you through the process of submitting a fraud dispute and investigate the issue to resolve it swiftly.
You may be asked to provide supporting documentation to ensure the dispute is processed effectively. Please allow up to 10 days for a credit adjustment.
1
Once logged in, select the account the transaction is being disputed on, locate and select the transaction, and click Dispute.
2
Select the description. For Non-Fraud Disputes, select the description that best fits the claim. For Fraud Disputes, select "I didn't receive the merchandise or service as agreed". Then click Next.
3
Fill in any additional information under Merchant Name; for example: "Walmart - Fraud Transaction."
4
Verify all information is correct (Phone Number and Email will autofill), then click Submit.
Complete this process for each transaction that needs to be disputed.
What to Expect After You File A Dispute
1
Claim Review
Your claim will be reviewed by our team in the order it was received. This process is thorough to ensure an accurate resolution.
2
Communication Updates
Expect additional communication via email or Digital Banking. Important notices, such as updates on the investigation status or requests for more information, will be sent through these channels.
3
Mailed Notifications
Official notices, including the Pending Investigation and Final Resolution, will be mailed to the address we have on file. Please ensure your contact information is up to date.
4
Account Security
If you suspect that your account information has been compromised (e.g., routing & account number, digital banking credentials), immediately call our Contact Center or visit a Branch for assistance.
5
Timeline for Resolution
The investigation may take several business days, depending on the complexity of the claim. We are committed to resolving your issue as swiftly as possible, but please be aware that some cases require additional time.
6
Temporary Credits
If eligible, you may receive a provisional credit to your account while the investigation is ongoing. This credit is subject to reversal if the claim is not upheld.
7
Documentation Requests
During the investigation, we may request additional documentation or information to support your claim. Providing these promptly will help expedite the process.
8
Final Decision
After a thorough review, you will be notified of the final decision regarding your claim. If your claim is approved, any permanent adjustments to your account will be made at that time.
9
Follow-Up Actions
Depending on the outcome, we may suggest further actions to protect your account.
For additional questions, call our Dispute Operations Helpline at 757-848-5420
For support after-hours, please leave a message with the Dispute Operations Helpline or send a secure message in Langley’s Digital Banking.
Identity Theft
With Cyber Security top of mind, identity theft is a concern for many members. Identity theft has the potential to cause detrimental effects on the victims' lives. Avoid loss of time or money by safeguarding your identity with Langley through our partners at ID360.
ID360 provides multi-layer protection for your personal information starting with 24/7 credit monitoring, an annual id check-up, and a full sweep of services to help you recover from different types of identity theft. ID360's goal is to provide expert tools to help prevent, detect, and recover from identity fraud.
Bonus! Langley has partnered with ID360 to provide discounted rates to our members. Protecting what matters to you is important to us. Click here to learn more!
Privacy
The safety and security of your personal and business account information is our top priority.
Please read our Privacy Policy (PDF) and our Website Policy
Our privacy notices explain how we may collect, use and share information. You can control what we do with this information by setting your individual Langley FCU privacy choices.