We may be calling you
To protect your account, we monitor your ATM and debit card transactions for potentially fraudulent activity which may include a sudden change in locale (such as when a U.S.-issued card is used unexpectedly overseas), a sudden string of costly purchases, or any pattern associated with new fraud trends around the world.
If we suspect fraudulent ATM or debit card use, we’ll be calling you to validate the legitimacy of your transactions. Your participation in responding to our call is critical to prevent potential risk and avoid restrictions we may place on the use of your card.
• Our automated call will ask you to verify recent transaction activity on your card.
•You’ll be able to respond via your touchtone keypad.
• You’ll also be provided with a toll-free number to call should you have additional questions. Our goal, quite simply, is to minimize your exposure to risk and the impact of any fraud. To ensure we can continue to reach you whenever potential fraud is detected, please keep us informed of your correct phone number and address at all times. In the meantime, please be diligent in monitoring transaction activity on your account and contact us immediately if you identify any fraudulent transactions. Here are some additional tips on protecting yourself from debit card fraud:
Protect yourself
Unless absolutely required for a legitimate business purpose, avoid giving out your:
• Address and ZIP code
• Phone number
• Date of birth
• Social Security number
• Card or account number
• Card expiration date
Your PIN is private; never give it out.
In stores and at ATMs, always cover your card and PIN, and watch for:
• Cell phone cameras, mirrors, or other tools used to view cards and PINs
• People watching your transactions
• Cashiers taking your card out of sight; take it to the register yourself
• Any unusual activity at ATMs; if you feel uncomfortable, go to another ATM
Online, you should never respond to unsolicited emails that:
• Ask you to verify your card or account number; such emails are not sent by legitimate businesses
• Link to websites; such sites can look legitimate but may collect data or put spyware on your computer
eNFACT Notifications Client’s Frequently Asked Questions
Q. What information does the cardholder have to supply in order for eNFACT Notifications to confirm their identity?
A. eNFACT Notifications will ask the cardholder to enter the primary account ZIP code. This ZIP code must match what is on the cardholder record in our system. Once the ZIP code is validated, the cardholder will be provided with the transaction information. If the cardholder is unable to correctly enter the ZIP code, they will be transferred to the Call Center to speak to a Call Center Analyst.
Q. If eNFACT Notifications reaches an answering machine and leaves a message, will alternate phone numbers for the cardholder also be called? Will eNFACT Notifications make a second call to the cardholder or will the case just appear on the CM45 or AT-2712 Closed Case report the next day?
A. eNFACT Notifications will leave a message at the first available answering machine. If there are additional phone numbers available, eNFACT Notifications will continue to place calls to the cardholder at each available phone number. eNFACT Notifications will attempt to call each number available for a maximum of three tries per number. Note that the three tries per number is dependent on the call recipient’s response, such as a wrong number or hang up. Only one message will be left. eNFACT Notifications will also attempt the same calling strategy for a second day.
Q. What happens if there is no answer? Does eNFACT Notifications call all of the alternate numbers? If there are four numbers listed on the cardholder record, will eNFACT Notifications attempt to call all four?
A. eNFACT Notifications will attempt to call each contact number. If there is no answer, eNFACT Notifications will move to the next number at a set interval of time.
Q. What if someone answers the phone but hangs up before the whole message is delivered?
A. Depending on where in the message the cardholder hangs up, eNFACT Notifications will discontinue calling for the day and continue calling on day two. If it is day two, the case will be closed with an unconfirmed status, or eNFACT Notifications will continue to call any remaining numbers until the call strategy is complete for the day.
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