Mobile Card Fraud Alerts: FAQs

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FAQs
1. How much does it cost to use this service?

The Bank does not charge for this service. However, standard text message and data rates assessed by your mobile carrier may apply. Please check with your mobile carrier to ensure that you have 'text messaging' on your monthly mobile phone plan.

2. How do I register?
  • Click "Register Here"
  • Enter the requested information and agree to the Card Fraud Alert Service Terms and Conditions
  • Click Submit
3. What carriers currently participate in this service?

T-Mobile®, Verizon Wireless®, AT&T®, Sprint®, Boost® Mobile, Cricket® Wireless, Virgin Mobile USA, ALLTEL® Communications Inc, Interop - Appalachian Wireless, US Cellular ®, Cincinnati Bell (SM). (This list is current upon publication but subject to change without notice.)

4. How long should it take to receive a text message (SMS)?

Typically, responses arrive within a few minutes, but timing may vary based on your mobile provider and accessibility to the mobile network.

5. I enrolled in the service online. Why didn’t I receive a text message to complete my registration?

Your mobile phone may be blocked from receiving third-party text messages. Contact your carrier to see if this applies to you and ask them to remove the block from your phone.

6. What if I don’t have text messaging?

Text messaging is required for this service. If your mobile phone is able to send and receive text messages, but you do not currently subscribe to this service, you will need to contact your mobile phone provider to add the text messaging feature to your mobile phone plan.

7. If I am traveling outside of the U.S., can I receive text message alerts?

Messages can only be sent via U.S. carriers and will only be receivable in the U.S. If a transaction is flagged as suspicious we will send a text but it may not be received while you are outside of the U.S. Some messages on U.S. carriers may be received while traveling; however it will depend on that carrier's coverage area.

8. Are the text commands case-sensitive?

No. Commands can be sent as upper-case, lower-case or a mixture of both.

9. Can I add multiple phone numbers?

No. Only one mobile phone number can be linked to a single card number.

10. If my mobile phone number changes, what do I need to do?

In order to receive alerts to your new number, you will need to re-enroll your card(s) in fraud alerts using your new phone number. Your old number will be unenrolled when you do this.

11. Why do I receive multiple messages with Pg1/2, Pg2/2?

Text messages are unique in that some mobile phone carriers can only hold 160 characters per text. Some commands require multiple messages to return all of the necessary information.

12. Do I have to text personal information?

We will never ask you to text us your account number, personal identification such as your birth date or social security number, or other personal information such as your mother’s maiden name or address. If you ever receive a text message asking for your account numbers or other personal information, please do not respond and contact us at 1-800-509-0806.

13. How do I unsubscribe?

Send a text that says STOP to 89806 or reply STOP to any Fraud Alert message that you receive. This will cancel any further alerts for the card number associated with the text you received. You will receive an opt-out confirmation.

14. I have enrolled in Visa Purchase Alerts. Do Mobile Card Fraud Alerts replace Visa Purchase Alerts?

No, Mobile Card Fraud Alerts does not replace Visa Purchase Alerts. Visa Purchase Alerts allows you to monitor your card transactions based on your selection criteria. Mobile Card Fraud Alerts notify you when there may be suspicious activity on your account as flagged by our Fraud Detection System.

15. How are Mobile Card Fraud Alerts different from Purchase Alerts?

Purchase Alerts are a one-way* text communication that sends you notifications based on criteria that you selected t (e.g., international transactions, online transactions or transactions above ‘x’ dollars, etc.) Mobile Card Fraud Alerts are a two-way** text communication generated by our internal Fraud Detection System based on what the bank may deem as a suspicious transaction. The Mobile Card Fraud Alert will allow you to respond to the alert, which will communicate with our Fraud Detection System, saving you the time from having to contact the Customer Service Center for legitimate activity.

16. Why would I need Mobile Card Fraud Alerts if I already have Purchase Alerts?

When the bank suspects fraudulent activity, your account will be suspended until we confirm the activity is valid and authorized by you. Mobile Card Fraud Alerts are a two-way** text communication system that provides a quicker notification and potential response than phone calls.

Purchase Alerts are a one-way * text communication that sends you notifications based on criteria you selected (e.g. international transactions, online transactions or transactions above ‘x’ dollars, etc.) You are not able to respond to the bank via a text message on a Purchase Alert.

17. What makes a transaction appear suspicious and generates a Mobile Card Fraud Alert?

Our fraud alert service encompasses multiple strategies driven by current fraud trends. We look at many variables when determining that a transaction is suspicious and potentially fraudulent (for example, the number, dollar amount and rate of transactions, merchant type and location). We also monitor prior account usage patterns, for example a transaction that is presented from a geographical location not consistent with your other account transactions.

In some cases, the characteristics of multiple transactions may raise suspicion. So, the text message you receive may ask about more than one transaction.

18. Will you continue to call me when a suspicious transaction appears on my account?

Yes, if we do not receive a reply text back from you within 30 minutes, we will call you at the phone number we have on file during our calling window of 8am-9pm, based on the time zone of your area code.

19. What if my registered card had fraud?

If you confirm that your card has had a fraudulent transaction, the card will be closed and a new card ordered. When you receive your new card, you will need to re-register your mobile phone number with the newly issued account number to continue receiving text messages about potential fraudulent activity.

20. What do I do if my phone is lost or stolen?

If your phone is no longer in your possession please enroll your new phone number or request to be removed from the texting until you have a new phone number. If we are unable to contact you regarding a fraud alert by text message, or we do not receive a response we will try calling you.

21. Why was I not enrolled in the Service when I went to the website and filled out the information?

There is a two step process to enroll a customer in the Service. First you go to the website and fill out all the requested information and accept the Terms and Conditions. Then a text is sent to the mobile number you enrolled. You must respond “YES” to that text to complete enrollment. If you do not respond to the first text after 24 hours, a second text is sent. After 24 hours, if there is still not a response, the enrollment process is stopped.

Need more information? Call 1-888-835-0551 to contact our Online Banking Customer Service Center.

*A one-way text is for notification purposes and cannot handle any incoming responses
**A two-way text allows for the consumer to respond to the inquiry tection System, saving you the time from having to contact the Customer Service Center for legitimate activity.

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