In our continuing efforts to keep your accounts secure, we’ve improved our alert system for potential fraud related to your debit card transactions. Here’s how it works:
- When potential fraud is detected, you will receive an automatic email notification, with the option to respond and confirm “fraud” or “no fraud.”
- One minute after the email, you will receive a text alert if you have provided us with a mobile number, which also has the option to respond and confirm “fraud “or “no fraud.” This text will come between 7:00 am and 9:00 pm EST.
- If there is no response received, you will then receive automatic phone calls 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.
Note: If fraud is suspected and we do not receive a response from you, or are unable to reach you, your card may be blocked until you contact us in order to prevent additional fraudulent transactions on your account.
Remember – Our messages will never ask for your PIN, account number or social security number.
Contact your local branch for confirmation of the phone number for the Fraud Center and the SMS text shortcode from which you will receive a message. We encourage you to add these numbers as a contact in your phone and label it “Fraud Center” so it will display on your phone whenever you get a call from this number. For assistance with setting up contacts in your phone, contact your mobile provider.
If you will be traveling out of state and using your debit card, please make us aware in advance so we can place a travel alert on your card in order to prevent any unnecessary interruptions in use of your card. You may report these directly to your local branch or our support center at 866-638-0552 during the hours of Monday – Thursday 9:00 am – 5:00 pm and Friday 9:00 am – 6:00 pm, excluding federal holidays.
It is important that we have your current contact information so that we can properly notify you of potential fraud and so as to prevent any disruption in use of your card. Please contact your local branch to confirm we have your current phone numbers and email address.