Your account has always been monitored for fraud, but now we can text you if we see something suspicious. With the Text Fraud Alert System, you will receive a message asking you to confirm if suspicious purchases are valid or not. We will only ask you to verify if you made the purchase(s) or not, we will not ask for account or personal information.
If you cannot be reached via text, our fraud department will email you. In the case that we cannot reach you by text or via email, a phone call will be made.
Text Fraud Alerts are messages sent to notify customers about suspicious debit or credit card activity. We will only ask you to verify if you made the purchase(s) or not, we will not ask for account or personal information.
Transactions that we have identified as potential fraud trigger the alerts.
We have already included you in these enhanced services as part of our fraud protection services.
The majority of suspected fraud accounts will be blocked, just as they are today. However, some lower risk items may not be declined.
Yes, though please keep in mind that it could take 5 – 10 minutes for a block to be removed in some situations.
Once the alert is updated in our fraud system, you can attempt the transaction again, usually within 5 – 10 minutes of the initial text/email/call to validate activity.
The system will accept many common typo variations of the “yes” or “no” text message response. If the system cannot understand what was typed, it will generate a message to call a representative for help.
All you need to do is respond back to the SMS text alert with the word STOP.
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. We absorb that cost for you!
In other areas of business, we have calls only going out during certain hours so cardholders aren’t being called after normal waking hours. Text and emails will be sent 24 hours. Calls will be made from 8:00 a.m. to 9:00 p.m. in the cardholder’s time zone. Texts and emails pending from the night before will be triggered the following morning at the applicable time noted above. Agents are available 24/7.
Alerts are not configured through a mobile app, but rather through our fraud systems. The standard order of engagement is:
3) Voice Call
Alerts generated overnight result in an text or email only until calling hours are available. Calls will be made from 8:00 a.m. to 9:00 p.m. in the cardholder’s time zone.
These customers have U.S. numbers, but are travelling overseas, possibly on a non-US carrier. We are unable to send text or phone calls internationally, but please make sure your email address is current as we can always email you 24 hours a day 7 days a week.