How the system works:
Our Fraud Center will use an automatic contact service to speed up the notification of possible fraudulent activity on our members’ debit cards. The system uses multiple channels: email, text message, and voicemail. If you receive a notification please work with the automated system to answer questions about recent card activity.
Beginning February 8, 2017, the wording of the email message will change and be more concise. Emails will be sent immediately when fraud is suspected on your card. The email will be sent from MCU’s email address (firstname.lastname@example.org) and have our logo on it. You will be able to confirm whether or not your transactions are fraudulent by using the hyperlinks in the email. If you confirm fraud on your transactions, you then will receive a message letting you know that you will receive a call from a Fraud Center Analyst.
Text messages will come from this number: 32874.
The free alert will be sent to our members whose mobile phone support texts. Starting on February 8, 2017, the Fraud Center will send the text alerts 24 hours a day. This allows for faster responses so you can get back to using your card right away. The Fraud Center will send the text one minute after the email has been sent.
Text messages will also have a new format. The text messages will identify MCU, include the Fraud Center contact number, and simplify the response required to confirm fraud or no fraud with just a YES or NO reply. The text message will list transactions and ask the member to reply whether the transactions listed are fraudulent or not.
Members do not need to enroll in this service but can opt out by responding STOP to the text message. Members also can opt-back into text messages.
We highly recommend that members add the MCU Fraud Center phone number 1-800-417-4592 to your contact list in your mobile phone and label it “Fraud Center”. Then “Fraud Center” will display whenever you receive a call from this number.
If the Fraud Center does not receive an email or text response from the member, then calls will be placed between 8:00 a.m. and 9:00 p.m. local time of the cardholder. Members can confirm transactions with the system or speak to a Fraud Analyst. Beginning February 8, 2017, members will have a new option within the auto dialer to opt out of the voice channel for future contact.
The Fraud Center’s first round of calls will be placed in this order: home, mobile, and then work, leaving a voice mail message if no answer. The second round of calls will be in this order: mobile, home, then work. When a member talks to a Fraud Analyst, the analyst will ask questions to confirm the member’s identity.
Please keep in mind that our messages will never ask you for your PIN or account number.
Lost or Stolen Cards:
If you lost your card or it is stolen, there are four ways to report it:
- Go to mcu@home, click on the Self-Service tab, and then click on Lost/Stolen Debit Card;
- Go to the mobile banking app, click on Card Controls, then choose either Mark and Reorder or Mark as Lost and Don’t Reorder;
- Call CALL24 (573-443-5880 (Columbia) 573-635-9853 (Jefferson City) or 800-443-5880 (outside of Columbia and Jefferson City). Press 4 to report your card lost or stolen; or
- Call the VISA Debit Card Center at 866-546-8273.
Eight Tips to Prevent Debit Card Fraud:
- Avoid potential blocks on your card by telling MCU when you plan to travel out of state. If you plan to travel out of the country, let us know by using mcu@home. Go to the Self-Service Tab, click on Foreign Transactions, and setup the countries.
- Carry multiple forms of payment with you when you travel in case your debit card is blocked. And keep the Fraud Center phone number with you: 800-417-4592
- Keep your contact information current at MCU.
- Report lost or stolen cards immediately.
- Memorize your PIN. Writing your PIN down and keeping it near your card is not a good idea.
- Never tell anyone your PIN or account number.
- Never let anyone use your card.
- Never give your PIN to anyone over the phone.