Frequently Asked Questions
If you accidentally opted of out text alerts from a mobile phone, when the digital system calls to verify activity, the system will provide the opportunity to opt back into text alerts for the mobile phone. For all fraud alert types, please call the number on the back of your card to re-enable fraud alerts to an email address, a mobile phone or landline phone number. You can also visit a branch for assistance.
Fraud Alerts are transmitted to the phone number(s) and/or email address associated with the card used at the time of the transaction. If a joint cardholder is receiving alerts, it is because that cardholder’s phone number and/or email address is associated with the card transacting. If the fraud alerts should have gone to another cardholder on your account, we ask that you update the contact information for that cardholder.
Upon confirming that a transaction is valid, you may retry the transaction immediately.
When you mark a transaction as fraudulent, the response message you receive will include our fraud detection department’s toll-free number and it asks that you call to review the card activity, or you will receive a call from a fraud detection agent to review. The agent will be able to review the activity with you and clear the card for use.
Please report the unauthorized transaction immediately by calling the phone number provided in the alerts or the number on the back of your card. The agent will then take care of marking the transaction as fraud and close the card.
Your card may be blocked for use and future transactions would be declined until the fraud alert is cleared.
You will automatically be enrolled to receive all fraud alerts via the contact methods on your account, ie., email address, cell phone, home phone, work phone, etc.
Yes. Our priority is to protect your personal information. When you return a fraud alert message, we will ask for the unique case # to your specific fraud alert.
