Card Fraud Management

• When potential fraud is detected, you will receive an automatic email notification, text message (if enrolled in SMS), and/or a phone call requesting verification of a questionable card transaction.
• If you are enrolled in SMS Text Alerts*, you will first receive a text alert with details of the questionable transaction and instructions on how to reply to confirm or deny fraud.
• Simply reply via text with a Yes or No to confirm or deny the transaction
• If there is no response received from you via text, you will then receive an automated phone call to confirm or deny fraud. Members not enrolled in SMS Text Alerts will receive this phone call as their first fraud alert. If there is no answer a voice message will be left with instructions on how to call back to authorize the transaction. If you do not answer the call the transaction will automatically be denied.
• Upon responding to the fraud alert, based on your response, the transaction will be immediately approved or denied.
  AFFCU’s phone fraud number is 1-877-876-4085. If you add this to your phone contacts and label it “Fraud Center,” it will display on your phone whenever you get a call from this number.

IMPORTANT REMINDER: Our messages will never ask for a PIN or account number. The fraud system will verify your identity, but they will never ask you for your full card number, expiration date, or the security code on the back of your card.

All accounts are automatically enrolled in card fraud text alerts if an active mobile phone number is on the member’s account. Members may opt-out of this service at any time. Click here for opt-out instructions.

Sample Message:

• FreeMsg from 32874 (Fraud Center): Possible unauthorized transaction on card ending in #### for $150.00 from Walmart.
• If the cardholder is confirming ‘no fraud”, text back YES. (meaning this belongs to the cardholder).
• If the cardholder is confirming ‘fraud”, text back NO. (meaning this does not belong to the cardholder).
• You will also be able to Text STOP to stop this message.

SMS Fraud Alerts Overview

Messaging frequency depends on account activity. For more information, TEXT HELP to 32874. To cancel fraud text messaging services at any time reply STOP to any alert from your mobile device.

For Fraud Alerts support, call our Contact Center during regular business hours at 800-505-7476. By giving us your mobile number, you agree that Fraud Alerts text messaging is authorized to notify you of suspected incidents of financial or identity fraud.

• HELP instructions: Text HELP to 32874 for help or call 800-505-7476.
• STOP instructions: Text STOP to 32874 to cancel

IMPORTANT REMINDER: Our messages will never ask for a PIN or account number. The fraud system will verify your identity, but they will never ask you for your full card number, expiration date, or the security code on the back of your card.

• Call will come from AFFCU’s Fraud Hotline 1-877-876-4085
• Voice calls placed between 8:00 a.m. and 9:00 p.m. local time of the cardholder. (Based on cardholder zip code/time zone)
• Verification of cardholder billing ZIP Code.
• Prompts for review of up to four transactions.
• Merchant description for each transaction provided with an option to play the merchant name.
• Cardholders are connected to the Fraud Center if they confirm fraudulent activity.
• Upon responding to the fraud alert, based on your response, the transaction will be immediately approved or denied.
• Leaves a voice mail if call is not taken. (Results in transaction initially being denied)