Is the fraud monitoring service 24 hours a day, or only during a certain time?
Calls and texts are only made during certain hours so cardholders aren't disrupted late in the evening or early in the morning. Texts will be sent from 7 a.m. to 10 p.m. in the cardholder's time zone. Calls will be made from 8 a.m. to 9 p.m. in the cardholder's time zone. Emails will be sent 24 hours a day. Texts and voice calls pending from the night before will be triggered the following business day at the applicable time noted above. Agents are available for assistance 24/7.
How can I stop text messages if I don't want to receive them any longer?
Simply respond back to the SMS text message with the word STOP. U.S. cardholders who have service through AT&T, Verizon, Sprint, and T-Mobile will not be charged message or data rates for these fraud alerts.
Can members living in Canada receive text alerts?
For Canadian cardholders, both text and email alerts are available.
Can the alerts be sent to members traveling internationally?
We are unable to send texts or make phone calls internationally, but be sure your email address is current as we can email you 24 hours a day, 7 days a week.
How do members enroll?
As long as you have provided your mobile phone number to SEFCU you are automatically enrolled and will receive a text if fraud is suspected on your account.
What triggers these alerts?
Transactions that we have identified as potential fraud will trigger the text alerts.
If I receive an alert, does that automatically block my account from further purchases?
The majority of suspected fraud accounts will be blocked, just as they are today. However, some lower risk items may not be declined.
If I respond that the transaction(s) are valid, will you automatically unblock my account?
Yes, though please keep in mind that it could take 5 to 10 minutes for a block to be removed in some cases.
If a transaction is declined due to suspected fraud, but I validate that I did make the purchase, can I try to complete the purchase again?
Once the alert is updated in our fraud system, you can attempt the transaction again, usually within 5 to 10 minutes of your call/text/email response.
What if my “yes” or “no” text response has a typo?
The system will accept many common typo variations of the “yes” or “no” text message response. If the system cannot understand what was typed, it will generate a message to call a representative for help.
Is there a difference for consumer and business cardholders?
Can I establish preferences through my Mobile App?
Unfortunately, you cannot establish preferences through the Mobile App.