We're very excited to announce that we are now utilizing text alerts for our fraud detection system!
Fraud detection text alerts operate with the following procedure:
A cardholder's transaction is flagged for suspicious activity, denied, and an internal case is created.
If there is a text enabled number on the member's account, the member will receive a text message to verify the transaction within 30 seconds of the denial.
The verification text will include the date and time of the attempted transaction, the source of the charge, and the amount. Members will respond either YES or NO to verify.
If the response is YES, the cardholder will receive a second text message prompting them to attempt the transaction again.
If the response is NO, the cardholder will be prompted to contact the listed call center and a restriction will be placed on the affected card.
If the cardholder does not respond to the text message within 15 minutes, a voice call will be attempted at the listed phone number(s) on file.
If the cardholder does not respond to the text, answer the call, or return the call after a voicemail is left, the restriction will stay on the affected card. The cardholder will need to contact the credit union directly to review their transactions and have their card reopened.
All members are automatically enrolled in fraud detection services. Use of these services is completely optional. Members may respond STOP to any fraud detection text to opt out. The fraud detection call phone system will always give you the option to unenroll.
Note: The system will automatically skip the text alert if there is no text-enabled phone number on the member's account.
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