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FRAUD CENTER

In our continuing efforts to keep your accounts secure, we've improved our debit card alert system.  Our goal at Riverview Bank and its operating divisions ("Bank") is to protect our customers from the risk associated with fraud and identity theft.  Please remember to frequently review your account activity and never hesitate to contact us if you have questions or concerns.


Here's how Fraud Center works:

Your debit card transactions are analyzed, using the Fraud Center.  If a transaction is determined to be high risk for fraud, the Fraud Center will make contact with you to determine whether the transaction is legitimate.  If the Fraud Center cannot make contact with you, depending on the severity of the potential fraud, a temporary block may be put on your account until we can verify the transaction with you.

 

Steps we take to verify potential fraudulent activity:

  • When potential fraud is detected, you will receive an automatic email notification, with the options to reply with "fraud" or "no fraud".
  • One minute after the email, you will receive a text alert, which also has the "fraud" or "no fraud" option.
  • If there is no response received, you will then receive automatic phone calls to confirm or deny fraud.  The call will also give the option of speaking to a fraud analyst.

Remember - our messages will never ask for your PIN or account number.

 

Fraud Center FAQ's

 

Do I have to enroll to have my debit card monitored?

No.  Fraud Center monitors all Bank debit cards for fraud.  No enrollment is required.

 

Is there a cost for the Fraud Center service?

No.  The Bank wants you to be able to use your debit card with confidence.  The Fraud Center is a free protection service for you.

 

What types of transactions are considered suspicious or fraudulent?

The Fraud Center monitors and analyzes every transaction and assigns a rating to the transaction.  Based on your normal spending patterns, if a questionable transaction is detected on your debit card, the Fraud Center will contact you to verify the transaction.  In some cases, the transaction may be declined at the point of purchase if the fraud rating is high.

 

How and when will I be notified if a transaction is considered suspicious or fraudulent?

If fraudulent activity is detected, the Fraud Center will reach out to you using the following methods.

  • Email will be the first point of contact, upon receiving email you can reply with "fraud" or "no fraud".  Emails are sent 24 hours a day 7 days a week.
  • One minute after the email is sent, you will receive a text alert, which also has the "fraud" or "no fraud" reply feature.  Text messages are sent 24 hours a day 7 days a week.
  • If there is no response within 5 minutes of email/text being sent, you will receive an automated phone call to confirm or deny fraud.  The auto-dialer voice will be female. You may deny or confirm fraud during this automated call.  If fraud, you will be able to speak directly to a fraud specialist.  Automated phone calls take place 8 am to 9 pm (time zone is based on each cardholders address on file).

 

Will I be asked for my personal information when Fraud Center contacts me?

No.  The Fraud Center will never ask for your personal information, such as your account number, social security number, PIN, etc.  The Fraud Center uses your zip code on file as the primary authentication method via the auto-dialer.  If the cardholder is unable to authenticate with the zip code, they are connected to an agent and the agent will try to verify the zip code again, if that doesn't work they will ask to verify a phone number on file.  If both verifications fail, the cardholder will be asked to contact the Bank directly.

 

How can I be proactive when using my debit card?

  • Keep the Bank informed of any changes in your contact information.  To avoid having a temporary block placed on your card; we will need to be kept informed of your current email, home phone and mobile phone numbers so that we may verify any suspicious transactions.  If you need to update your contact information, please visit or call your local office.
  • We strongly recommend that before going on vacation or traveling abroad you contact the Bank. This can help avoid potential blocks on your debit card allowing you to use it more freely.  Usually when you travel on vacation or go aboard it is not a part of your "normal" consumer purchasing behavior so there is more chance of suspicious activity being detected.  In case your debit card is blocked because of fraudulent transactions, we recommend always carrying multiple forms of payment with you.

 

Additional tips for preventing card fraud on your account

  • Memorize your PIN. Don't write it on your card or anything you carry near your card.
  • Don't tell anyone your PIN or account number.
  • Don't loan anyone your card.
  • Report lost or stolen cards immediately.  You may be liable for activity on your card if you do not report it as lost or stolen.
  • NEVER give your PIN over the phone, especially cellular phones.
  • NEVER respond to a link or phone number in an email message requesting personal information.  Phishers often use this scam to trick you into divulging personal data.