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Report Fraud

This step-by-step guide is here to help make your Civic experience faster and easier! Your experience may be slightly different than this guide, depending on the device you’re using. If you need additional help, contact us at 844-772-4842.

Device instruction type

1. View accounts dashboard

Once you log in, you will see your accounts dashboard. This screen displays all your Civic accounts and cards, and any external or aggregated accounts you may have set up.

Civic app screen that list the accounts and balances.

2. Tap More

In the menu at the bottom of your screen, tap More.

Civic app screen that highlights the selection of more.

3. Tap Account Support

In the menu options listed, select Account Support. 

Civic app screen that highlights the selection of account support.

4. Tap Message Center

In the drop-down menu, tap Message Center.

Civic app screen that highlights the selection of message center.

5. Select Compose

Tap the Compose button at the top to start a new message.

Civic app screen that highlights the selection of compose.

6. Select Subject

Scroll through the drop-down to view all the subjects.

Civic app screen that highlights the selection of deposit account in the dropdown.

7. Select Account

Choose the account that the transaction you want to report was charged to.

Civic app screen that highlights the selection of an account.

8. Type in the text box

Once you have chosen your subject, click the Message box to begin typing.

Civic app screen that highlights the text field box.

9. Select ‘Send’

After you have written your message, tap the Send button to send your message. A representative will contact you with next steps. 

Civic app screen that confirms a successful message.

10. View confirmation

You will see a note on your screen indicating your message has been sent. 

Pro-Tip

You can also give our Member Experience team a call to assist you with reporting a charge and filing a dispute. Call us toll-free at 844 772 4842.

Civic app screen that confirms a successful sent message.

1. View accounts dashboard

Once you log in, you will see your accounts dashboard. This screen displays all your Civic accounts and cards, and any external accounts you may have set up.

Civic online banking screen that list the accounts and balances.

2. Select desired account

Click the account that you want to view transactions for.

Civic online banking screen that highlights the selection of an account.

3. Select transaction

Select the transaction that you want to report as fraudulent.

Civic online banking screen that displays account transaction details.

4. Click Help

In the transaction details, you will see a question mark icon with the words Help. Click there and you will be redirected to the Message Center.

Civic online banking screen that highlights the selection of help inside the transaction details

5. Select Subject drop down

Select the Subject drop down. This will open a list of subjects. Scroll to view all the subjects. Select the subject that is most applicable to your situation. In the example, Debit Card was chosen.

Civic app screen that highlights the selection of a dropdown.

6. Click ‘Message’ box

Choose the account that the transaction you want to report was charged to.

Civic online banking screen that highlights the selection of an account.

7. Enter message

Click the message box to begin writing a message requesting to add an authorized signer. Include any relevant information so that we can better assist you.

Civic online banking screen that highlights the selection of the text box.

8. Select ‘Send Message’

After you have written your message, tap the Send button to send your message. A representative will be in touch with next steps.

Civic online banking screen that highlights the selection of the send button.

9. View confirmation

Once you have successfully submitted your message, you will see a message bar on your screen confirming your message was sent.

Civic online banking screen that confirms a sent message.

CONGRATS!

That's all for this lesson. Keep up the momentum!