Fraud Alert FAQs

Frequently Asked Questions
How do Extraco Fraud Alerts work?
Answer

If our monitoring system suspects there has been a suspicious transaction, you will first receive a text message asking you to verify or reject the card activity in question. If we do not get a response via text message within five minutes, you’ll be sent the same request via email, and then by phone call.
If our system is unable to reach you via text, email, or phone within 20 minutes between the hours of 8am and 9pm, your card will be temporarily suspended to prevent any further transactions. If the notifications are triggered outside of those hours, you’ll be notified again the next day. Once your card is locked, you will need to call 1.855.293.2456 to unlock it.

What makes a transaction appear suspicious and generate an alert?
Answer

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 geographical debit card usage, for example, a transaction that is presented from a location not consistent with other account transactions may block further usage of your card. In some cases, the characteristics of multiple transactions may raise suspicion. So, the alert you receive may ask about more than one transaction. New account holders may initially receive more fraud alerts until a card use history can be built up (typically the first 30-45 days). Once we know normal card use patterns, these alerts will subside by recognizing typical behaviors.

How will I be contacted with a Fraud Alert?
Answer

First, you will receive a text message from 96923 asking you to verify or reject the transaction in question. If we don't receive a reply within 5 minutes, we will then send you an email. If we do not receive a reply to the email within 5 minutes, you will receive a phone call from 1.800.237.8990. After 20 minutes, if we have not been able to successfully make contact with you, we will disable your card to prevent any further fraudulent transactions.

I don’t want calls to my home phone and do not want to enroll in text messaging. Can I have the Fraud Alert phone notifications come to my mobile phone number?
Answer

Yes, but please remember it is very important that we have multiple forms of communication for you in our system, so that you have no issues receiving your fraud alerts. Please call us at 1.866.398.7226 or fill out this secure webform to request that your home phone number be updated to your mobile phone number. Please note that in doing so, all contact from the bank through phone will be routed to your mobile phone. If you'd like to stop receiving fraud alerts via text, please respond to your fraud alert with "STOP".

Will I get Fraud Alerts when I am traveling?
Answer

It is important to let us know when and where you are traveling. You can call Customer Care at 1.866.398.7226 to notify us of your travel dates. While it is extremely important when traveling outside the country, we recommend you let us know anytime you are traveling, even if it seems a short distance. Anytime activity occurs outside your normal spending trends, it may trigger an alert from our Alert System.

If I am traveling outside the U.S., can I receive text message alerts?
Answer

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 customer care at 1.866.398.7226 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.

Why was my transaction amount in my alert greater than my actual purchase amount?
Answer

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 Fraud Alert message is showing the pre-authorization amount designated by the merchant instead of the actual transaction amount. This pre-authorization amount will not be posted to your account.

What if my card has fraud?
Answer

If you confirm that your card has had a fraudulent transaction, the card will be deactivated and you will need to contact our fraud center at 1.855.293.2456 to have it reactivated or a new card produced. If you receive a new card, you will automatically be registered with a newly issued card number, and alerts will reflect this new number. 

How do I sign up for Fraud Alerts?
Answer

You do not need to sign up to receive fraud alerts. We will use the contact information we have on file for you to send you fraud alerts via text, email and phone calls.

Msg&Data rates may apply. Msg freq is recurring & based on fraudulent activity.

What carriers currently participate in Extraco Fraud Alerts?
Answer

The bank does not charge for this service. However, standard text message and data rates assesed by your mobile carrier may apply. AT&T, Sprint, Nextel, Boost, Verizon Wireless, U.S. Cellular®, T-Mobile®, Cellular One Dobson, Cincinnati Bell, Alltel, Virgin Mobile USA, Cellular South, Unicel, Centennial and nTelos.
(This list is current upon publication but subject to change without notice.)

What if I don’t have text messaging for fraud alert messages?
Answer

Text messaging is required to receive text messages from this service. If your mobile phone is able to send and receive text messages, but you do not currently subscribe to this service, you will need to contact your mobile phone provider to add the text messaging feature to your mobile phone plan.

Why do I receive multiple Fraud Alert messages with Pg1/2, Pg2/2?
Answer

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.

Can I add multiple phone numbers to receive Fraud Alerts?
Answer

Yes, if you do not first reply to the fraud alert text or email, we will then attempt to call your home phone number. If you do not have a home phone number or you do not answer, we will then call your cell phone. If you do not answer, we will then attempt to call your work phone number. If you would like to update your contact information, please fill out the secure form here.

Will I ever need to text personal information in a Fraud Alert message?
Answer

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 1.866.398.7226. If you receive a text from any number different from 96923 or a call from a number other than 1.800.237.2456, be on alert and save the number to your phone as potential fraud.

How long do I have to respond to a Fraud Alert?
Answer

If our monitoring system suspects there has been a suspicious transaction, you will first receive a text message asking you to verify or reject the card activity in question. If we do not get a response via text message within five minutes, you’ll be sent the same request via email. If you do not respond to the email within 5 minutes, we will then call you.

If our system is unable to reach you via text, email, or phone within 20 minutes between the hours of 8am and 9pm, your card will be temporarily suspended to prevent any further transactions. If the notifications are triggered outside of those hours, you’ll be notified again the next day. If your card gets disabled, please call 1.855.293.2456 to unlock it.

Why did the transaction go through even though I declined the fraud alert?
Answer

Declining a transaction will not prevent the transaction from going through. Declining the transaction will disable your debit card to prevent additional unauthorized transactions from processing. Contact your local branch or customer service Relationship Banker to determine the next steps for disputing unauthorized transactions and for debit card replacements.

Why did I get a Fraud Alert for pumping gas?
Answer

A pre-authorization at the gas pump will trigger a Fraud Alert. ACCEPT this alert if you are indeed pumping gas so that your debit card does not get restricted from use for potential fraud.

Most gas pumps will only do a $1 pre-authorization so the merchant knows there are funds to cover the purchase of gas/fuel. Some common gas pumps that do LARGE pre-auths are Murphy’s/Wal-Mart, H-E-B, Shell, and SAM’s Club. These pre-authorizations can range from $75-$100. The pre-authorization normally falls off after your gas transaction settles.

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