Preventing Debit Card Fraud with Enhanced Tools
What We Do: Monitoring and Fraud Alerts
We take the safeguarding of your account very seriously and monitor debit card activity for suspicious transactions. We are always looking for ways to stop fraud faster, and with our enhanced fraud prevention tools, we can do just that.
With Text Fraud Alerts, we can quickly text you if we see something suspicious. If you receive a fraud alert message, just respond whether the transaction was yours or not. And don’t worry – if you miss our text we’ll also try to call you or send you an email. There’s no need to enroll, and messages are free for U.S. customers with AT&T, Verizon, Sprint, or T-Mobile service. Remember: we will never ask you for your entire account or social security number.
You should know that if you are the victim of debit card fraud, we will protect you. The Electronic Funds Transfer Act protects consumers from losses due to debit card fraud artists if you report fraud in a timely fashion. MasterCard® has taken the protection a step further by instituting a zero liability policy stating consumers will not have to pay for any purchases made fraudulently using MasterCard® debit cards, regardless of the time it takes to report the incident.*
Peace of mind no matter where life takes you.
Is there a difference for consumer and business cardholders?
No, both consumer and business cardholders will receive Fraud Alerts.
If I'm traveling internationally, will I still receive alerts?
We are unable to send text or phone calls internationally, but please make sure your email address is current, as we can still email you.
How can I stop text messages if I do not want to receive them any longer?
Simply respond back to the SMS text alert with the word STOP. Remember: U.S. consumers who have service through AT&T, Verizon, Sprint, and T-Mobile will not be charged message or data rates for our fraud alerts.
Will I receive Fraud Alerts 24 hours a day?
Emails will be sent 24 hours a day. Texts will be sent from 7 a.m. to 10 p.m. in your local time zone. Calls will be sent from 8 a.m. to 9 p.m. in your local time zone. Texts and voice calls pending from the night before will be triggered the following morning at the applicable time noted above.
If I respond back that the transaction(s) are valid, will you automatically unblock my account?
Yes, though please keep in mind that it could take 5 – 10 minutes for a block to be removed in some situations.
If I receive an alert, does that automatically block my account from further purchases?
Possibly. The majority of suspected fraud accounts will be blocked, however, some lower risk items may not be declined.
How do I enroll in Fraud Alerts?
We have already included you in these enhanced services as part of our fraud protection services. However, in order to receive Text Fraud Alerts, we must have a mobile number on file for you. If we don't have a mobile number on file, we'll try calling or emailing you instead. To update your contact information and ensure your correct mobile number is on file, contact Customer Service at 1.800.205.3464 or Treasury Solutions at 1.866.833.0050.
How do I know whether I'll receive a Fraud Alert via text, a call, or an email?
If we have a mobile phone number on file for you, we'll send a text alert first. If we do not receive a response, our system sends an automated voice call asking you to confirm if authorizations are valid or unrecognized. If you select “Not Recognized,” the call is transferred to an agent to confirm the fraudulent transaction(s). If there is no response to the text or voice call, an email is sent requesting that you confirm the transactions are valid.
What triggers a Fraud Alert?
Transactions that we have identified as potential fraud, including transactions outside your normal activity, trigger the alerts. It's important that you respond to these alerts to avoid unnecessary account disruption.
If a transaction is declined due to suspected fraud, but I validate that I did make the purchase, can I try to complete the purchase again?
Once the alert is updated in our fraud system, you can attempt the transaction again, usually within 5 – 10 minutes of the initial call/text/email to validate activity.
What You Can Do:
It is important that you protect your debit card, just as you would cash, credit cards and checks. However, there is another threat to debit card users that is unique - and it’s called “skimming.” Skimming occurs when thieves set up a device that captures the magnetic stripe and keypad information from ATM machines and gas pumps.
To avoid becoming a victim of fraud, the American Bankers Association offers these tips:
- Check your bank statements immediately. Make sure all payments are yours.
- Periodically check your account balance and transactions, by utilizing Online Banking, Mobile and Text Banking, Telephone Banking, and/or printing interim statements at the ATM
- Contact us immediately if your card is lost, stolen or subject to fraudulent use.
- Memorize your PIN and never share it with others.
- Keep your receipts.
- Cross out all spaces on debit slips, such as the tip line so amount cannot be changed.
- Know your limits - limit daily purchases and withdrawals for your protection.
- Do not use an ATM if it looks suspicious; it could be a skimming device.
- Do not give your PIN to anyone over the phone.
If you have travel plans, or your phone number has changed, please notify Customer Service or your banking center to avoid interruption of your card.