About Fraud Protection Services
Box Elder Credit Union contracts with a Risk Management Group which uses an intelligent risk management system that monitors, detects, and prevents on-going credit, debit & ATM card fraud. Accounts are evaluated on an individual basis 24/7 for activity that may indicate your card is being used fraudulently.
What We Monitor
Your accounts are monitored based on several predictive features, including purchases outside your normal pattern, unusual timeframes and geographical locations (especially transactions from foreign countries), activity that may represent a previously identified fraud trend, and other factors. If you will be traveling, contact the Credit Union so that we’ll be better able to identify legitimate changes in your purchasing patterns and reduce any inconveniences when your card is used outside your home area.
How You Are Notified
If a fraud alert is triggered you will be contacted by a fraud analyst to verify questionable activity. The analyst will identify themselves as calling on behalf of Box Elder Credit Union and will confirm with you the recent activity on the account. Based on your response, the card will be either blocked or remain open.
If you receive a phone call from a fraud analyst and feel uncertain about the process or the identity of the caller, you can call our Risk Management Group directly at the numbers listed below.
- From inside the United States: (800) 411-8498
- From outside the United States: (206) 352-3516*
- Accepts collect calls
If the fraud analyst is unable to verify the activity with you, they will use their experience and judgment to determine if a block will be placed on your account. Next, they notify the credit union’s Operations Department. An employee of the credit union’s Operations Department will make another attempt to contact you at the home, cell or work phone number we have on file.
Help Us Protect You
It’s important for you to keep your phone numbers and contact information up-to-date on all of your accounts at our Credit Union so we are able to reach you if necessary.
Frequently Asked Questions
Q1:What hours will the fraud analyst attempt to contact cardholders?
A1:Between 8:00 AM and 9:00 PM in the cardholder’s local time zone.
Q2: What does the analyst do when fraud is suspected in the middle of the night?
A2:Federal Trade Commission (FTC) laws prohibit the fraud analyst from contacting cardholders before 8:00 AM and after 9:00 PM in the cardholder’s time zone. If an alert is created before or after these times, the fraud analyst will attempt to contact the cardholder the same day or the following day during the approved hours. The card may be blocked until the cardholder can be reached.
Q3: How many attempts will be made to contact the cardholder before blocking the card?
A3:When the fraud analysts sees suspicious authorizations on an account, they will make at least one attempt to reach the cardholder on their home, work, cell & email address (if available) on the Cardholder Database Maintenance screen, which Box Elder Credit Union provides.
If the home/work/cell number(s) are busy, and/or there is no option to leave a message, the analysts will try again in the next hour. The card will be blocked on the first attempt and a note made to the Credit Union that Risk Management will try to call the cardholder again later.