SecurLOCK

SecurLOCK


secure lock image 
SecurLOCK™ Communicate protects cardholders by immediately alerting them of potential fraud on their card through real-time engagement. Effective and elegant fraud engagement when and how you desire it! Communicate uses SMS/Voice/Email fraud alert functions to stop fraud through real-time alerts.
 

FAQ's

How do I enroll?

We have already included you in this enhanced service. You can add/update your email and cell phone under "My Profile" in Online Banking. 

What triggers these alerts?

Transactions that we have identified as potential fraud trigger the alerts.

Can I establish preferences through my mobile app?

Alerts are not configured through a mobile app, but rather through our fraud systems. The standard order of engagement is:

1.) Text
2.) Voice Call
3.) Email

Alerts generated overnight result in an email only until calling and texting hours are available. Text will be sent from 7:00 a.m. to 10:00 p.m. Calls will be sent from 8:00 a.m. to 9:00 p.m.

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 back that the transaction(s) are valid, will you automatically unblock my account?

Yes, though please keep in mind that it could take 5 – 10 minutes for a block to be removed in some situations.

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 – 10 minutes of the initial call/text/email to validate activity.

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.

What will the e-mail messages look like?

Sample e-mail Message:

What will the SMS text messages look like?

Sample SMS Text Messages: 

How can I stop text messages if I don't want to receive them any longer?

All you need to do is respond back to the SMS text alert with the word STOP.