MasterCard Frequently Asked Questions

Miscellaneous

What should I do if my Randolph-Brooks MasterCard is lost or stolen?

Call MasterCard customer service immediately at 1-866-317-0355 to report the card�s loss or theft. We will close your account and reissue you a new account number and card(s).

If you have set up automatic payments directly with other merchants, you will need to contact them with your new account number and expiration date.

When will I receive my renewal card?

Your new card should be issued 45 days before your current card expires.

How can I add an authorized user?

Please call our Consumer Lending Department at 210-945-3300 (San Antonio), 512-833-3300 (Austin) or 1-800-580-3300 (toll free) in order to provide the necessary information to qualify an authorized user. All non-business MasterCard account authorized users must be members of the credit union.

How do I dispute a transaction?

Please call the MasterCard Dispute Department at 1-800-906-0005. They will initiate the dispute and send you additional forms by mail.

Can statements be mailed to a different address?

Yes, simply contact us at (210) 637-4571 or 1-800-580-3300 ext. 4571 and speak with a Card Services representative.

Should I notify you if I plan to travel?

Yes, it is highly recommended that you contact us if you plan on using your MasterCard when traveling abroad, to ensure a block is not in effect for your destination. This will also help us accurately monitor your activity while away. You can send us a Travel Notification through NetBranch Online under the MasterCard tab or you may contact us at (210) 637-4571 or 1-800-580-3300 ext. 4571.

How do I add a shipping address?

Please call us at (210) 637-4571 or 1-800-580-3300 ext. 4571 and speak with a Card Services representative.