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If you have a call or text regarding a fraud case, please call 575-647-4500 during business hours ( Mon-Fri 8 am-5 pm) or 1-877-253-8964 after business hours.

If you received a call from our fraud detention center (877-253-8964) or a text ( 37268), it has to do with a debit card transaction. This transaction might have been “out-of-pattern” and looks suspicious to our automated fraud detection system. If you cannot answer the call, our fraud detention center will leave a message with your case number. You will need this number to call them back and verify the transactions. It is important to make some contact, either directly to the fraud detention center or to the credit union call center, to unlock your card or prevent fraudulent transactions from being posted to your account.


  1. Mackenzie Yaws on October 28, 2018 at 5:19 pm

    I answered a call from them and I didn’t have signal and wasn’t able to hear them. How do I get my case number?

  2. Sharon Sumner on October 29, 2018 at 8:56 am

    If you received a call from our fraud detention center (877-253-8964) it has to do with a transaction using your debit card. You can call them to get a case number.

  3. Chad on September 29, 2019 at 10:09 am

    They left a case number with a telephone number to call them back and said they were open 24 hours a day. I have made multiple attempts to call them with the number provided and was unsuccessful

  4. Flipper on September 29, 2019 at 1:46 pm

    I’ve got an ideal. How about you run it by me first instead of shutting my card off and calling hours later. How about if you shut my card off for suspicion of fraud you call right now

  5. Stephanie Martinez on September 30, 2019 at 8:29 am

    (877-253-8964) is our Fraud Prevention number. Our call center can also assist you with your card if you wish to call them at 575-647-4500.

  6. Stephanie Martinez on September 30, 2019 at 8:39 am

    The Fraud Center (877-253-8964) will attempt to contact you at the phone number that we have on file. If there is no answer, they may leave a voice mail with the case information and a call back number for you to return the call. It is very important for you to keep your contact information up to date in our system.
    For suspicious transactions with a high degree of severity, we may place a temporary block on your Debit Card until you can be reached. If your card has been blocked, contact us at 575-647-4500 and we will be glad to assist you. Our Call Center hours are 8:00 am – 5:00 pm M-F

  7. Matthew on January 14, 2020 at 1:18 pm

    I got a call and hung up and then they called back and I answered and the person they were calling wasn’t me, am I good or should I do anything else?

  8. Stephanie Martinez on January 16, 2020 at 9:29 am

    If it wasn’t for you, you should be fine. I would recommend downloading our Card Valet App also it has a ton of features such as real-time alerts that keep you informed when your cards are used. You can also turn our card on/off if you ever do suspect fraud on your visa debit card.

  9. Damon Crannell on March 21, 2020 at 12:32 pm

    My debit card has been declined.

  10. Stephanie Martinez on March 23, 2020 at 9:03 am

    You can call our call center at 575-647-4500 and they can look into why your card was declined.

  11. Meagan on March 24, 2020 at 6:37 pm

    I have been waiting 25 minutes for someone to answer. And waiting. . .

  12. Stephanie Martinez on March 25, 2020 at 9:26 am

    Our Call Center can also assist you if you are having issues. They are open Mon-Fri 8am-5pm.

  13. Gabriella on April 6, 2020 at 5:40 pm

    How long does it take for your card to be unblocked if you called the number back and gave the case number and told them that it was u making the transaction.

  14. Stephanie Martinez on April 7, 2020 at 10:32 am

    Hi Gabriella, your card should be automatically unblocked once you talk to a fraud department agent. If you are still having issues you can call our call center at 575-647-4500 and they can look into what may be blocking your card. Have a great day.

  15. Arlene Phillips on April 20, 2020 at 12:49 pm

    TO ANYONE WHO NEEDS TO REQUEST A CASE #: When you call 877 253-8964 the automated system will ask you for your case #. It will not give you a case # and it offers no altrrnatives. It can not hear you when you tell it you do not have a case #. After multiple, frustrating tries, I found that if you just keep hitting the # sign each time it asks you for your case #, it will eventually tell you that your case # may have been deleted from the system and that you will need to talk to a representative. It will tell you to ho!d on. No matter how long it says you will need to wait, it will be longer, that is if it doesn’t disconnect you first. Good luck.

  16. Stephanie Martinez on April 20, 2020 at 12:54 pm

    Good afternoon our call center is open and can assist you Mon-Fri from 8-5. If you are having an issue with the fraud detection number call us at 575-647-4500 and we are happy to assist you.

  17. Abraham on May 15, 2020 at 10:14 am

    I just got a call today from a fraud detection number,what should i do.?

  18. Stephanie Martinez on May 15, 2020 at 10:23 am

    Hi Abraham,
    If you contact our call center at 575-647-4500 we would be happy to assist you with your account.

  19. Lee Bowen on May 21, 2020 at 5:03 pm

    I hung up and then called them back to see if it was a real number. I finally reached an operator in the Philippines. Had to give them my phone number so they could look up my case. Had used my card to make a purchase on Amazon and had tried to use it on e-bay, but was declined because I omitted my middle initial. Four strikes: computer generated call, no caller ID, foreign national supposedly working for my local financial establishment, questioning my purchases. of course, he maintained his legitimacy when I told him I thought he was a scammer.

  20. Stephanie Martinez on May 22, 2020 at 9:14 am

    Hi, Lee if the call was from our Fraud Detection center it would have shown the number 1-877-253-8964 and they would have requested a case number. If you are having issues with your card you can call our local call center at 575-647-4500 M-F 8 am -5 pm and they can look to see what’s going on.

  21. Cody Barker on August 22, 2020 at 7:18 pm

    Is there a web service that helps with declined cards?

  22. Stephanie Martinez on August 24, 2020 at 8:35 am

    If you received a call from our Fraud Detection center it would have shown the number 1-877-253-8964 or you would have received a text. If you have our Card Valet app downloaded it will alert you with and declined transactions and give you the option to turn your card on/off. If we can assist you in any way feel free to call us at 575-647-4500, Our call center is open and can assist you Mon-Fri from 8-5.

  23. Jessica on September 13, 2020 at 2:51 pm

    I tired to purchase something online and it declined. I later got a call and I didn’t answer. I called back and it asked for a case number but I don’t have one and never received one. How long will it take before I can use my card again? I simply don’t have time to talk them or wait since I’m always working and I need to know if my card will be declined forever until I talk to them.

  24. Stephanie Martinez on September 14, 2020 at 8:32 am

    Hello, our call center is open and can assist you Mon-Fri from 8-5.

  25. Rob on September 15, 2020 at 10:39 am

    Has anyone determined whether or not this is legit or a scam to get information. I got a call about a card I don’t own and isn’t on my credit report. Supposedly being used in China.

  26. Stephanie Martinez on September 15, 2020 at 10:54 am

    Hi Rob, some fraudsters may be trying to phish for your information. Our fraud center will come from (877-253-8964) or you may receive a text to reply yes or no to a transaction trying to go through. Our call center is open Mon-Fri 8-5 and can see if any charges are trying to come through. The number is 575-647-4500.

  27. Dwayne Ray on December 31, 2020 at 11:14 am

    I received a message of potential fraud on an old bank card that isn’t active anymore. The message said they put a hold on the card but it isn’t even active. I don’t get it.

  28. Stephanie Martinez on December 31, 2020 at 12:53 pm

    Hi Dwayne,
    If the call came from 1-877-253-8964 that is our fraud department, if you would like one of our member service reps to look into the issue you can call us at 575-647-4500 and we can clear up any issues or you can email me a good contact number to reach you at to and I will have our cards department contact you. Thank you

  29. Kitty on January 7, 2021 at 12:56 pm

    I called my bank directly, they asked for the case number, i gave it to them, put me on hold, when the woman came back she said the claim was from early December and that it had expired. Always call your bank directly, too many times people get scammed.

  30. Ashley on February 1, 2021 at 3:37 pm

    I have a bank at greater Woodlawn fedral credit union. I got a call from that number I called 5756474500 and they said they didn’t have anything by my name or anything. But I can’t use my card at all.

  31. Stephanie Martinez on February 1, 2021 at 3:46 pm

    575-647-4500 is the number to our call center at White Sands FCU. This is not Woodlawn FCU.

  32. Shamallamadingdong on February 5, 2021 at 5:13 pm

    Stephanie Martinez, are you a robot? So you guys are supposedly the fraud detectors of each and one of our personal banks and also have access to deactivate then reactivate our cards?
    I was never told by when signing up that my bank was affiliated with white sands fcu. Unless I missed it in a very very fine print somewhere.

  33. Kelly Ewers on February 15, 2021 at 4:39 am

    Why is a credit union in TX/NM calling about my account? Shows up as potential scam on my phone. And I’m thinking that it is.

  34. Candice on February 18, 2021 at 12:20 pm

    Why would I receive two calls from the 877-253-8964 about fraud when I am not affiliated with White Sands FCU? The representative I spoke with today could not answer my question. My bank confirmed they’re not affiliated with WSFCU and they have their own fraud department.

  35. Stephanie Martinez on February 22, 2021 at 9:18 am

    Hello No, I am not a robot. I am an employee of White Sands FCU, if you do not have an account with us we do not have access to your cards. We will also never call you and ask you for your personal information. If you have an account with us and receive a call from 877-253-8964 that is our fraud detection center and they are calling because there was suspicious activity on your account.

  36. Stephanie Martinez on February 22, 2021 at 9:19 am

    Hi Kelly,
    If you do not have an account with us and are receiving a call asking for personal information it is not us and is a scam.

  37. Stephanie Martinez on February 22, 2021 at 9:21 am

    Maybe someone entered your phone number by accident. If you do not have an account with us and continue to receive calls you can call us directly at 575-647-4614 so an account officer can look into this for you.

  38. Alyssa on July 22, 2021 at 10:47 pm

    I received a call but didn’t have my voice mail set up so I didn’t have a case number. I called and kept hitting # until I was connected with a representative. The guy who answered the phone was Indian (not to be racist or anything) but that is typical for scams. Even though I know it wasn’t a scam it still rang alarm bells in my head. I proceeded with the call and when they asked for my name I told him. However the card is under my mother even though I signed all the paperwork. We just hadn’t gotten a new card when we switched it from debit to credit so her name was still on it as the card holder. Even though I’m an adult, when I told them this (because they asked who the card holder was since they couldn’t find my name) they asked that I get my mom to call them. Which is understandable but also unnecessary. So instead I just called my bank directly and they asked me to confirm the “flagged” purchase and they said it’d be all good to use. It was simple and easy and I 100% knew it was safe since it was through my bank. All I had to do was provide my account number and there were no questions asked (besides confirming the purchase). So quite honestly I just recommend calling the bank directly. It’s less of a hassle and you know 100% that it’s safe. (Since I have heard of mock scam calls of something similar as this situation)

  39. Stephanie Martinez on July 23, 2021 at 10:34 am

    Hi Alyssa,
    I am happy to hear your issue was resolved. If you ever need any help our call center representatives are happy to help Mon-Fri 8-5.

  40. John D Evans on September 4, 2021 at 2:42 pm

    I see the issue. I’ve been researching the 877 number after we received a call about our avmccount at a bank here in Texas. So the fraud detection service is used by multiple banks and you may receive questions/comments from non-customers.
    Good luck!

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