Identity Theft Protection FAQs

What is an identity theft incident?

An identity theft incident occurs when an unauthorized person uses your personal information to commit fraud. Your personal information includes your name in combination with your Social Security number, account numbers, date of birth, address, email address and state or federal issued ID such as a driver's license or passport. Types of identity theft may include account fraud, credit/debit card fraud, tax fraud, employment fraud, government documents and benefits fraud, medical fraud, and more.

How do I know if I have been a victim of identity theft?

If you see unfamiliar transactions on your credit card or bank account, you receive statements in the mail from a creditor you don't recognize, or you find notations on your credit file for debts you did not incur, you may be a victim of identity theft. If you suspect that someone might be using your identity information it's always wise to check it out. If it's a false alarm it will give you peace of mind knowing that your identity is secure. As a covered account holder you can take advantage of our team of professional fraud investigators standing by to help.

Who provides the Fully Managed Identity Theft Recovery services?

Fully Managed Identity Theft Recovery services are provided by Merchants Information Solutions, Inc. which screens and hires all of the Recovery Advocates.

Do I need to be able to prove I am a victim of identity theft to be eligible for Recovery services?

No, if you are a covered account holder and you suspect identity theft for any reason, contact Compass Financial FCU at 888-367-8656. We will put you in touch with a professional, certified Identity Theft Recovery Advocate who can help to determine if you are a victim of identity theft and if you are not, they can put your mind at ease.

How do I contact a Recovery Advocate if I suspect identity theft?

If you suspect that you have been a victim of identity theft, Call Compass Financial FCU at 888-367-8656. Our hours of operation are Monday, Tuesday, Thursday, & Friday, 9:00 AM - 5:00 PM ET and Wednesday 10:00 AM - 5:00 PM ET. We will submit your case to the Identity Theft Recovery Advocate Team.

What services extend to other account holders and family members?

Both the Fully Managed Identity Theft Recovery and Identity Theft Expense Reimbursement Insurance extend to three generations of your family (3G). Family members include you, your spouse or domestic partner, dependents with the same permanent address as you, any other IRS dependents, and parents living in the household or in elder care.  Services continue to provide coverage for up to 12 months after death for all family members.

Does the Identity Theft Expense Reimbursement Insurance pay for funds stolen in an identity theft event?

No, the Identity Theft Insurance reimburses for expenses incurred in recovering from identity theft, but not the losses from the theft itself. However, the Recovery Advocate will assist in documenting fraudulent transactions and obtaining refunds for funds stolen.

How do I file an identity theft expense reimbursement insurance claim?

Your Recovery Advocate will work on your behalf to file your claim. To access the Fully Managed Identity Theft Recovery and Identity Theft Expense Reimbursement Insurance you can contact us.

I lost my wallet/debit card, what do I do?

Just simply call a Recovery Advocate directly to get personalized help to replace the credential documents that may have been in your wallet. The Recovery Advocate can advise you on steps you can take to protect your identity based on the information that is lost.

When do my benefits begin?  When do they end?

Your benefits begin when you open your covered account, and they end when you close your account.  Your access to the benefits ends when you close your covered account or your Program Sponsor terminates the Group Program, whichever occurs first.

Who is NXG?

Your group sponsor has teamed up with NXG, one of the nation's leading identity theft services that provides benefits for hundreds of financial institutions across the country and covers millions of consumers.  NXG has a 16-year track record of exceptional customer service and always puts security first in the protection of customer information.  If you would like more information, please contact your group sponsor to provide additional background on the company and their services.