Debit Card Fraud Services
Ensuring your Debit Mastercard© is secure 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.
When fraud monitoring detects suspicious activity, your card may be blocked from allowing further transactions until we hear from you.
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.
Here is an example of the text message(s) you will receive:
- If the transaction is valid, reply with YES. The system will mark the transaction as valid. In some cases, you may need to process the payment again – check with the merchant.
- If the transaction is fraud, reply with NO. Your card will be closed for security purposes, and you will receive a number to call fraud services to take corrective action. We will start the process of issuing you a new card with a new number as soon as possible.
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 from our fraud monitoring service with details regarding the suspected transaction. The number that will appear on your phone is 800-279-2674. All you have to do is answer the call, and confirm the transaction as valid or fraud.
- If the transaction is valid, the system will mark the transaction as valid. In some cases, you may need to process the payment again – check with the merchant.
- If the transaction is fraud, you will be connected to the fraud monitoring services to take corrective action. We will start the process of issuing you a new card with a new number as soon as possible.
In the event you do not answer the original call, a voicemail will be left instructing you to return the call at 833-735-1897. When returning the call, you will be asked to enter the case number left in the voicemail message. Follow the prompts to confirm the transaction as valid or fraud.
TIP: Add the numbers above (37268 for text, 800-279-2674 for phone call) to your contacts. This will ensure you know these notifications are from VLFCU and legitimate.
As part of the transaction verification process, the fraud monitoring service will 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.
Please contact our Electronic Services team at 800-691-9299, option 4 for more information.