The Fraud Center is an intelligent risk management system that helps identify fraud as it occurs and attempts to prevent future attacks before they happen. Shamrock Bank provides this service free to our customers to help detect and fight card fraud.
How does it work?
When a suspected fraud transaction is made, priority rules are triggered and the transaction is immediately reviewed. The Fraud Center contacts the cardholder multiple ways to determine if the transaction is valid. The system will determine if a phone number is capable of receiving text messages. If no phone number is listed for one contact method, the system moves on to the next contact method. Between each method of contact, the system will check to determine if the case has been updated.
Contact Methods are used in the following order:
- Text Message: Sent 24/7
- Message is sent immediately after the transaction is made
- Email: Sent 24/7
- Emails are sent 5 minutes after the text message is sent
- Phone Call: 8am - 9pm local time
- Home, Cell, and Work numbers are called in order, 5 minutes after an email is sent
- Automated voice messages are left on phone numbers that can receive a voice message
Calls made to the Fraud Center are accepted 24/7.
What do you, as a cardholder, need to do?
- Verify we have your most up to date contact information. The Fraud Center will use the information in our system to contact you.
- If you receive a notification from the Fraud Center, please follow the email, text or voice prompts to confirm or deny the activity.
- If you are a frequent traveler or plan to be traveling temporarily, inform your Customer Service Representative so we may add a travel note on your card. This information helps the Fraud Center assess transactions made outside of your normal pattern.
What to do when fraud is suspected:
- Review the transaction information sent by the Fraud Center and respond accordingly.
- When fraud has been confirmed, please deactivate your card on Online Banking or in the Mobile app.
- You can also report the card as lost or stolen on Online Banking or in the Mobile app.
- Reach out to your local branch as soon as possible to notify them of any fraud and order a new card.