Debit Card Fraud Prevention Service
In our continuing efforts to keep your accounts secure, we’ve improved our alert system for potential debit card fraud. You will receive an email message, text message then phone call for potential fraud.
All of our debit cardholders are automatically enrolled in the service, so there is no need to sign up.
Here’s how it works when potential fraud is detected:
- You will receive a SMS/text message, from 96923*, with the option to reply with “YES” if the transaction is valid or “NO” if the transaction is fraud. The customer call back phone number for confirmed fraud will be 855-293-2456 and will be displayed when the customer confirms fraud on a SMS message.***Data rates may apply
- Five (5) minutes after the SMS/text message is sent and there is no response, you will receive an automatic email notification with the option to respond and confirm fraud or no fraud.
- If there is no response received from you within 5 minutes after the email notification is sent, you will receive automated phone calls to your home phone then cell phone from 1-800-237-8990* to confirm or deny fraud. If fraud is confirmed or if there is a failure to authenticate your identity, you will be connected to a fraud analyst.
If you do not respond to notifications, your card may be blocked until you respond to the messages or contact the Fraud Center.
Remember – our messages will never ask for your PIN or account number.
*The phone number which the Fraud Center will call you from is 1-800-237-8990. If you add this number to your phone contacts and label it “Fraud Center,” it will display whenever you get a call from this number. You can also add the short code of 96923 to your contacts to know the text messages are from the Fraud Center.
Please contact us with any questions or updated contact information.
Debit Card Safety Tips
- Be sure to keep the bank informed of all changes in your contact information.
- Notify the bank when traveling out of the US.
- Never share or write down your debit card PIN. Keep your PIN secret.
- Do not provide your debit/credit card number & PIN to an unsolicited email or online request.
- When shopping online look for secure transaction symbols, such as the little “lock” logo in the lower right-hand corner or your browser and Web addresses that start with “https”.
- When you complete your online purchases, be sure to log off the site.
- Protect your card. Treat it like cash.
- Always take your receipt and reconcile back to your account by viewing online/mobile banking or statement. Notify the bank immediately if you notice suspicious activity or if your card has been lost or stolen.
- Be alert when retrieving cash from an ATM.
- Block the view of others when entering your PIN.
- Use ATMs that are located in an area with plenty of lights.
- Be observant of any “skimming devices” attached to the ATM. Skimming devices are devices that are attached to the ATMs by fraudsters to retrieve your card number & PIN.
- Observe your surrounding when approaching a walk-up ATM. If you observe suspicious activity, leave the area immediately.