Texts and Emails Regarding Suspicious Activity on Credit Cards

LBS Financial Credit Union has a fraud protection system in place to help prevent fraud and protect your account. We are now adding an enhancement to the system for our credit cards, effective in July 2016, to add SMS text messaging and emails to our methods of contact.

 

How does our current fraud protection system work?

If a suspicious transaction occurs on your credit card, your card is blocked and you receive a phone call (during business hours) in the order of mobile (if on file), home and then work phone numbers to verify the transaction(s). If after hours, we may still block the card but will not call (out of courtesy) until business hours on the following day. 

 

What will be different about this process beginning in July?

We are adding SMS Text and email options, so we encourage you to make sure your account is up-to-date with this information so we can contact you. The order of contact will be SMS text first (if a mobile phone number is on file), followed later by phone calls to the numbers we have on file for you (including mobile, home and work). The attempt to contact you will end with an email (if on file) if no validation has occurred at that point.

 

Cardholders are emailed and text messaged 24 hours a day, 7 days a week. Phone calls will take place between the hours of 8 am and 9 pm, in your specific time zone.

 

After hours, a text will be sent, followed by an email. A temporary block may be placed when necessary, and a fraud alert detailed report sent to LBS Financial. Phone calls will resume at 8 am.

 

What do I need to do if I receive a text, email or phone call?

The SMS text will ask you to verify the transaction with a “Yes” or “No” response, so please respond back immediately to the text and verify the transaction.  If you receive a voice mail, you will be asked to call our fraud center to verify transactions. Emails will also list the transaction(s) in question and ask that you click on one of two links within the email that best represents the transaction (or call the phone number listed). Our fraud center is available 24 hours a day/7 days a week or you may also contact the Credit Union during business hours.

 

Can I opt out to the text messages?

Yes! You can opt out of text messaging at any time by typing STOP to one of the Fraud texts.

 

Please let us know if you have any questions about these changes by calling 800.527.3328.  If you are unsure what contact information we have on file for you, please reach out to us so we can add any additional phone numbers to your account!

 

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