Mobile Card Fraud Alerts
Frequently Asked Questions
Effective January 1, 2014
How much does it cost to use this service?
The Bank does not charge for this service. However, standard text message and data
rates assessed by your mobile carrier may apply. Please check with your mobile carrier
to ensure that you have 'text messaging' on your monthly mobile phone plan.
How do I register?
1. Click ‘Register Here'
2. Enter the requested information and agree to the Card Fraud Alert Service
Terms and
Conditions
3. Click Submit
What carriers currently participate in this service?
T-Mobile®, Verizon Wireless®, AT&T®, Sprint®, Boost® Mobile, Cricket® Wireless,
Virgin Mobile USA, ALLTEL® Communications Inc., Interop - Appalachian Wireless, US
Cellular ®, Cincinnati Bell (SM). (This list is current upon publication but subject to
change without notice.)
Why should I enroll in Mobile Card Fraud Alerts?
We monitor transactions that appear on your card for potential fraud. When we identify
a transaction that may be fraud, we may block further use of your card until we receive
confirmation from you that the requested transaction was legitimate. Mobile Card Fraud
Alerts establishes faster communication so that we may un-block your legitimate future
transactions and your card more quickly.
How long should it take to receive a text message (SMS)?
Typically, alerts arrive within a few minutes, but timing may vary based on your mobile
provider, and accessibility to your mobile network. If a charge occurs before 9 am or
after 8 pm (our normal calling window,) you will not receive the text until it is within that
timeframe. In some cases your card may be blocked from further transactions until we
are able to contact you. You can reach us 24 hours a day if you have concerns or
problems with your card at (888) 758-5349.
Why did I not receive a fraud alert and my card was blocked when I made a
purchase late at night?
The hours we will contact you are between 9:00 a.m. and 8:00 p.m. This timeframe is
based on the time zone of your mobile device area code. If a charge that we suspect
may be fraud occurs outside of that timeframe, we will not send you a text and try to call
you until that timeframe.
I enrolled in the service online. Why didn’t I receive a text message to complete
my registration?
Your mobile phone may be blocked from receiving third-party text messages. Contact
your carrier to see if this applies to you and ask them to remove the block from your
phone.
Member FDIC
©2014 California Bank & Trust (03/14)
Page 1 of 4
Mobile Card Fraud Alerts
Frequently Asked Questions
What if I don’t have text messaging?
Text messaging is required for this service. If your mobile phone is able to send and
receive text messages, but you do not currently subscribe to a text messaging service,
you will need to contact your mobile phone provider to add the text messaging feature to
your mobile phone plan.
If I am traveling outside of the U.S., can I receive text message alerts?
Messages can only be sent via U.S. carriers and will only be receivable in the U.S. If a
transaction is flagged as suspicious we will send a text but it may not be received while
you are outside of the U.S. Some messages on U.S. carriers may be received while
traveling; however it will depend on that carrier's coverage area. It is always a good
practice to inform us of your travel plans by calling (888) 758-5349 prior to traveling
outside of the U.S. Doing so will help avoid having legitimate charges flagged as
potentially fraudulent. In some cases your card may be blocked from further
transactions until we are able to contact you.
Are the text commands case-sensitive?
No. Commands can be sent as upper-case, lower-case or a mixture of both.
Can I add multiple phone numbers?
No. Only one mobile phone number can be linked to a single card number.
If my mobile phone number changes, what do I need to do?
In order to receive alerts to your new number, you will need to re-enroll your card(s) in
fraud alerts using your new phone number. Your old number will no longer be enrolled
when you do this.
Why do I receive multiple messages with Pg1/2, Pg2/2?
Text messages are unique in that some mobile phone carriers can only hold 160
characters per text. Some commands require multiple messages to return all of the
necessary information.
In some cases, you may receive these alerts out of order.
Please be sure to wait and review all messages before responding.
Do I have to text personal information?
We will never ask you to text us your account number, personal identification such as
your birth date or social security number, or other personal information such as your
mother’s maiden name or address. If you ever receive a text message asking for your
account numbers or other personal information, please do not respond and contact us at
(800) 509-0806.
How do I unsubscribe?
Send a text that says STOP to 89806 or reply STOP to any Fraud Alert message that
you receive. This will cancel any further alerts for the card number associated with the
text you received. You will receive an opt-out confirmation.
Member FDIC
©2014 California Bank & Trust (04/14)
Page 2 of 4
Mobile Card Fraud Alerts
Frequently Asked Questions
I have enrolled in Visa Purchase Alerts.
Do Mobile Card Fraud Alerts replace Visa Purchase Alerts?
No, Mobile Card Fraud Alerts does not replace Visa Purchase Alerts. Visa Purchase
Alerts allows you to monitor your card transactions based on your selection criteria.
Mobile Card Fraud Alerts notify you when there may be suspicious activity on your
account as flagged by our Fraud Detection System.
How are Mobile Card Fraud Alerts different from Purchase Alerts?
Purchase Alerts are a one-way1 text communication that sends you notifications based
on criteria that you selected t (e.g., international transactions, online transactions or
transactions above ‘x’ dollars, etc.)
Mobile Card Fraud Alerts are a two-way2 text communication generated by our internal
Fraud Detection System based on what the bank may deem as a suspicious transaction.
The Mobile Card Fraud Alert will allow you to respond to the alert, which will
communicate with our Fraud Detection System, saving you the time from having to
contact the Customer Service Center for legitimate activity.
Why would I need Mobile Card Fraud Alerts if I already have Purchase Alerts?
When the bank suspects fraudulent activity, your account will be suspended until we
confirm the activity is valid and authorized by you. Mobile Card Fraud Alerts are a twoway2 text communication system that provides a quicker notification and potential
response than phone calls.
Purchase Alerts are a one-way 1 text communication that sends you notifications based
on criteria you selected (e.g. international transactions, online transactions or
transactions above ‘x’ dollars, etc.) You are not able to respond to the bank via a text
message on a Purchase Alert.
What makes a transaction appear suspicious and generates a Mobile Card Fraud
Alert?
Our fraud alert service encompasses multiple strategies driven by current fraud trends.
We look at many variables when determining that a transaction is suspicious and
potentially fraudulent (for example, the number, dollar amount and rate of transactions,
merchant type and location). We also monitor prior account usage patterns, for example
a transaction that is presented from a geographical location not consistent with your
other account transactions. In some cases, the characteristics of multiple transactions
may raise suspicion. So, the text message you receive may ask about more than one
transaction.
Will you continue to call me when a suspicious transaction appears on my
account?
Yes, if we do not receive a reply text back from you within 30 minutes, we will call you at
the phone number we have on file during our customer service hours of 9am-8pm,
based on the time zone of your mobile device area code.
1
A one-way text is for notification purposes and cannot handle any incoming responses.
A two-way text allows for the consumer to respond to the inquiry.
2
©2014 California Bank & Trust (04/14)
Member FDIC
Page 3 of 4
Mobile Card Fraud Alerts
Frequently Asked Questions
If I receive a fraud alert for a suspicious transaction on my account, will I still be
able to use an ATM?
Yes. If you receive a fraud alert and your account is blocked due to a suspicious
transaction, you will still be able to process PIN-based transactions such as ATM
withdrawals. The Mobile Card Fraud Alerts system will only block future signaturebased transactions when an alert is received.
Why did I receive an alert for purchases that I made before I enrolled in this
service?
Our alert notification system is setup to send you a text that includes the 3 most recent
transactions on your account that have yet to post. The most recent transaction that
was pending, prior to your enrollment prompted the fraud alert message to be sent. If
any of the 3 transactions are suspicious, please reply accordingly to the message.
Why was my transaction amount in my alert greater than my actual purchase
amount?
Some merchants pre-authorize transactions before the purchase is actually made. This
is very common with pay-at-the-pump gas transactions and restaurants. In these
instances, your mobile fraud alert text message is showing the pre-authorization amount
designated by the merchant instead of the actual transaction amount. This preauthorization amount will not be posted to your account.
What if my registered card had fraud?
If you confirm that your card has had a fraudulent transaction, the card will be closed
and a new card ordered. When you receive your new card, you will need to re-register
your mobile phone number with the newly issued account number to continue receiving
text messages about potential fraudulent activity.
What do I do if my phone is lost or stolen?
If your phone is no longer in your possession please enroll your new phone number or
request to be removed from the request that we do not contact you by text until you have
a new phone number. If we are unable to contact you regarding a fraud alert by text
message, or we do not receive a response we will try calling you.
Why wasn’t I enrolled in this service when I went to the website and filled out the
information?
There is a two-step process to enroll a customer in Mobile Card Fraud Alerts. First you
go to the website and fill out all the requested information and accept the Terms and
Conditions. Then a text is sent to the mobile number you enrolled. You must respond
“YES” to that text to complete enrollment. If you do not respond to the first text after 24
hours, a second text is sent. After 24 hours, if there is still not a response the enrollment
process is stopped.
Member FDIC
©2014 California Bank & Trust (04/14)
Page 4 of 4