Protecting Your Accounts Is A Top Priority For Service One Credit Union
Scams are everywhere. It’s important to be on the lookout for fraudulent activity and to know how to safeguard yourself against it. At SOCU, we monitor accounts to help prevent fraudulent activity. What can you do? This page has resources and advice to help you protect yourself from fraud & scams.
Protect Yourself
Service One Credit Union will never contact you to ask for your account numbers, card number, social security number, passwords, pin numbers, passcodes, or usernames. If anyone requests this information, do not provide it.
Protect your accounts
Learn how to set up account alerts.
SOCU Checking protects you
Both Choice Plus and Free Plus Checking include the benefit of identity theft and dark web protection.
Fraud Prevention Basics
Don’t pay with gift cards. It’s a scam.
The government will never ask you to pay back debt with a gift card or wire transfer.
Don’t overshare on social media & dating sites.
Don't give out personal information to someone you don't know.
Phishing Scams
What is a phishing scam? Scammers use email or text messages to trick you into getting your personal information such as passwords, account numbers, or Social Security numbers. If you get an email or a text message that asks you to click on a link or open an attachment, answer this question: Do I have an account with the company or know the person that contacted me?
If the answer is “No,” it could be a phishing scam. The best approach is to ignore and delete the message.
If the answer is “Yes,” contact the company using a phone number or website you know is accurate, not the information in the email. Attachments and links can install harmful malware.
Scams via Email, Text and Phone
Do not open emails or text messages if you don’t recognize the sender’s name. When in doubt, ignore, block or delete!
Never respond to emails or text messages with personal banking or credit card information.
Never provide debit or credit card numbers or PIN in response to unsolicited email.
Never use email to send your confidential information.
Be cautious about giving confidential information over the phone, or through text message, to callers you don’t know.
Frequently Asked Questions
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Fraud alerts are automated phone calls, text messages and emails that are sent when potentially fraudulent purchase activity has been detected on a credit/debit card account. Messages are triggered by the Service One Credit Union fraud detection system.
Text messages will be sent to cardholders in the 50 United States at no charge.
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Fraud alerts are sent to cardholders when potentially fraudulent transactions are detected on their accounts. We want to ensure that any questionable transactions were authorized by the cardholder.
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You will automatically be enrolled to receive all fraud alerts via the contact methods onyour account, ie., email address, cell phone, home phone, work phone, etc.
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We will not transmit sensitive personal information through alerts.
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If you are travelling within the U.S., you will receive phone calls, text messages and emails. If you are traveling internationally, you will receive emails. You will only receive text messages if your mobile phone plan allows you to receive them while traveling outside of the United States.
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Any phone numbers that Service One Credit Union has in your records may be sent alerts.
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You can update your contact information by updating your account profile in digital banking, by calling the number on the back of your card, or by visiting a branch.
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1. You can opt out of text alerts by replying “STOP” to the text message
2. You can opt out of phone calls when the alert system calls you.
3. Click on the Unsubscribe link in the email to stop the emails.
4. Contact our Call Center to ask to stop receiving fraud alerts.
5. Visit a branch to ask to stop receiving fraud alerts.
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If you accidentally opted of out text alerts from a mobile phone, when the digital system calls to verify activity, the system will provide the opportunity to opt back into text alerts for the mobile phone. For all fraud alert types, please call the number on the back of your card to re-enable fraud alerts to an email address, a mobile phone or landline phone number. You can also visit a branch for assistance.
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Fraud Alerts are transmitted to the phone number(s) and/or email address associated with the card used at the time of the transaction. If a joint cardholder is receiving alerts, it is because that cardholder’s phone number and/or email address is associated with the card transacting. If the fraud alerts should have gone to another cardholder on your account, we ask that you update the contact information for that cardholder.
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Upon confirming that a transaction is valid, you may retry the transaction immediately.
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When you mark a transaction as fraudulent, the response message you receive will include our fraud detection department’s toll-free number and it asks that you call to review the card activity, or you will receive a call from a fraud detection agent to review. The agent will be able to review the activity with you and clear the card for use.
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Please monitor your transactions regularly and review your statements very carefully and immediately report any fraudulent activity to us. Responsibility may depend on the type of card you have and should be verified with us immediately.
You may report unauthorized transactions to us in one of two ways:
1. Calling us at 270-796-8500
2. Mailing a written notification to P.O. Box 51770 Bowling Green, KY 42102-6770
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Your card may be blocked for use and future transactions would be declined until the fraud alert is cleared.
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You may call our Customer Service phone number at [insert number on back of card].
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Your account may be blocked due to the potentially fraudulent activity. You may call or visit your financial institution’s branch to review your account activity. It is recommended to have at least one way to be contacted via the fraud alerts system to allow us to reach you quickly to review suspect activity and keep your card available for use.
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No. Commands can be sent as upper-case, lower-case or a mixture of both.
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Yes. You may use up to insert 2 phone numbers.
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If your card is lost or stolen, when you are issued a new number, your card account is automatically updated, and you automatically retain the ability to continue receiving fraud alerts.
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Yes. Our priority is to protect your personal information. When you return a fraud alert message, we will ask for the unique case # to your specific fraud alert.
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Call times follow the TCPA (Telephone Consumer Protection Act) rule of not occurring before 8 am and not after 9 pm in the cardholder’s respective time zone.
