fraud services lg

Ensuring the security of your Debit card is a top priority at VLFCU. As part of this commitment to you, your card(s) are monitored in real-time for unusual activity. In the event suspicious activity on your card is detected, our automated fraud monitoring service will alert you.

There are two ways you can be notified of suspicious Debit card activity - by text message or by phone call.

If you have a mobile phone number on file with VLFCU: You will receive a text message with details regarding the suspected transaction from our fraud monitoring service. The number that will appear on your phone is 37268. All you have to do is respond to the text to confirm or deny that transaction.

  • If you indicate the transaction is valid, there is nothing further you need to do. The system will mark the transaction as legitimate. If you received the notification while processing a transaction, you will want to check with the merchant as you may need to process the payment again.
  • If you indicate the transaction is fraud, you will receive another message with a number to call to take corrective action.

If you do not have a mobile phone number on file with VLFCU, or if you do not respond to the text message within 15 minutes, you will receive a phone call with details about the suspected transaction from our fraud monitoring service. The number that will appear on your phone is 800-279-2674. All you have to do is answer the call to confirm or deny that transaction.

NOTE: In the event you do not answer the original call, a voicemail will be left instructing you to return the call at 844-682-4502. When returning the call, you will be asked to enter the case number left in the voicemail message, and follow the prompts to confirm or deny that transaction.

  • If you indicate the transaction is valid, there is nothing further you need to do. The system will mark the transaction as legitimate. If you received the notification while processing a transaction, you will want to check with the merchant as you may need to process the payment again.
  • If you indicate the transaction is fraud, you will be connected to a fraud center representative to take corrective action.

TIP: Add the numbers above (37268 for text message | 800-279-2764 for phone call) to your contacts. This will ensure you know these notifications are legitimate and from VLFCU.

Please note as part of the transaction verification process, the fraud monitoring service will also verify your identity by asking for partial personal information. This service will never ask for complete personal information such as full SSN, PIN, or account numbers.

Download the VLFCU mobile app to help protect your Mastercard debit card from fraud. You can set alerts and even turn off access to the card if it’s lost or stolen.

If you have any questions about our automated fraud monitoring service, or if you have any other questions related to your Debit card, please contact our Electronic Services team by phone at 800-691-9299, Option 4, or online by clicking here.