As part of our continued efforts to protect customers from the risk and inconvenience associated with card fraud, we will be upgrading our ATM and debit card monitoring system in early June to provide automated fraud alerts by email, text* and phone.
Our card monitoring provider, Fraud Center, will monitor card transactions 24 hours a day, 7 days a week, and will alert you when suspicious ATM or debit card transactions are detected. If fraud is suspected, your card may be temporarily suspended while we try to reach you. This will protect you from further unauthorized transactions if fraud is taking place.
Fraud Center will try to reach you first by email, then text message*, and then by automated voice call. The alert message will always include the last 4 digits of your card number, the amount of the suspect transaction, and the name or description of the merchant where the transaction was made.
Listen to or read the details of the alert carefully. You will be asked to respond back in the manner you received the alert. When responding to an alert by email, you will be asked to indicate whether the transaction is authorized or fraudulent.
- If you respond that a transaction is authorized, you will receive a confirmation indicating that any temporary blocks placed on your card are removed and you can continue to use your card.
- If you respond that a transaction is fraud, you will receive a confirmation indicating that the card will be blocked to prevent further fraud. A fraud specialist will reach out to you during business hours to discuss unauthorized transactions on your account and order a replacement card.
You will never be asked to enter or share your card number, PIN or other personal account information. When you return a call to the Fraud Center, you will be asked for your zip code. If you call from a number that we do not have on file, you will also be asked for the phone number we have on file.
How you can prepare for the upgrade:
- Visit us at any of our local branch offices or use the “change of contact information” form within the secure forms tab in online banking to confirm that we have the most up-to-date cell, email and phone information.
- Reach out to us when you will be traveling out of state by phone, in person or using the “notification of travel plans” in the secure forms tab in online banking.
How you can protect yourself from card fraud:
- Protect your Personal Identification Number (PIN) when you are shopping or using the ATM and never write it on your card, card sleeve or store it in your purse/wallet.
- Be aware of your surroundings. Avoid using isolated ATMs and never use an ATM that appears to have been damaged or has unusual attachments on or around the area where you insert or swipe your card.
- Before you make any purchases or payments online, make sure the computer or mobile device you are using is equipped with a current antivirus program and firewall.
- Monitor all of your accounts closely and notify us of any unauthorized activity. Using online, mobile and telephone banking to monitor your accounts between statements can help you notice unusual activity sooner.
*Text messages are sent at no charge to the recipient. You can opt out of text message alerts by responding STOP. Only customers that use the following major cell phone service carriers that accept short code messages will receive text message fraud alerts: AT&T, Boost Mobile, Sprint, T Mobile, Verizon Wireless, Virgin Mobile (list effective 6/2/16). If you use another carrier, you will be notified with fraud alerts my email and voice call only.