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Card Alert FAQs

Debit & Credit Card Automated Fraud Alerts

What is the purpose of Automated Fraud Alerts?
For your account security, we routinely  monitor your card activity to identify transactions that may not be within your normal patterns. If we suspect a transaction may be fraud, we will mark that transaction for verification by you. Automated Fraud Alerts allows us to contact you in real time using electronic methods. Provide us with your mobile phone number (through registration) and we will text you if a suspect transaction or series of transactions occur. You’ll have the ability to immediately respond ‘Yes – this is Fraud’ or ‘No – this is not Fraud’ and we will take the appropriate action.

 

How does it work?
• A real time text message and/or pre-recorded voice call may be sent to your mobile device when there is a suspicious transaction(s) identified.
• Simply reply to the text to confirm whether or not you recognize the transaction(s).
• If you reply to the text that you do not recognize the transaction(s), you will receive a text response back asking you to call Fraud Detection at 1-888-918-7313 to report the fraudulent transaction(s) and close the card. A block will be placed on your card to protect you from further fraudulent transactions until you call us.
• If you reply to the text that you recognize the transaction(s), your card will remain available for use.
• If you do not reply to the text within 30 minutes, a pre-recorded voice call may be attempted at your mobile device and home phone number listed on your account.
• If you receive a pre-recorded call, please listen to the prompts provided to review and respond to the validity of each transaction that is presented during the call.
• To reply to the pre-recorded message left on your phone, please call the number provided in the message to tell us whether or not you recognize the transaction(s).

 

How much does it cost to use this service?
If you elect to receive Automated Fraud Alerts via SMS/Text, standard text message and data rates assessed by your mobile carrier apply. Please check with your mobile carrier to ensure that you have ‘text messaging’ enabled on your mobile phone plan.

 

What carriers currently participate in this service?
T-Mobile, Verizon Wireless, AT&T, Sprint, Interop – Appalachian Wireless, US Cellular Corp®, Cincinnati Bell, Boost Mobile, Cricket Communications, Virgin Mobile USA, ALLTEL Communications Inc.

 

Is this service safe and secure?
Yes. Our first priority is to protect your personal information. We never ask for your account number, personal identification or other personal information via a text message. If you ever receive a text message asking for your member number, account numbers or other personal information, please do not respond.
How do I register for SMS/Text Automated Fraud Alerts?
1. Go to kemba.org/alerts
2. Click ‘Register /Manage’
3. Enter the requested information
4. Click ‘Next’
5. Enter mobile phone number
6. Click ‘Complete Registration’

 

Is the site a secure site?
Yes, when you click on the link to go to the Alerts Registration site you will be directed to a secure site.

 

What information do I need to register my mobile phone number?
• Text Enabled Mobile Phone Number
• Card Number
• Zip Code (what is shown on your card statement)
• Card Expiration Date

Note:  Verify the most current mobile number on your account is the same mobile number you will register.

 

What if I do not 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 subscribe to the text feature, you will need to contact your mobile phone provider to add a text messaging feature to your phone plan.

 

If I am traveling outside of the U.S., can I receive text message alerts?
In order to receive SMS Fraud Alerts in a foreign country you will need to have a US phone number, your carrier must support foreign text message delivery and the country you are in must be part of the Global System for Mobile Network.

 

Can I add multiple phone numbers?
No. You can only enroll one mobile number per card.

 

If my mobile phone number changes, what do I need to do?
You will need to complete the registration process to register your new mobile number on the account.

 

How will I know my enrollment to receive text messaging was completed?
You will receive a SMS text message from ‘72488’/Card Alerts requesting:” Please reply YES to complete your registration”. You should add the text message short code ‘72488’ as a new contact in your phone so you will recognize any future card alerts text messages as valid.

 

What message do I receive after replying ‘YES’ to confirm successful text enrollment?
The message you will receive upon successful enrollment is: “Standard msg rates may apply. To cancel, reply STOP, for more information, reply HELP.”

 

How long should it take to receive a text message (SMS)?
Typically responses arrive from ‘72488’/Card Alerts within one minute but timing may vary.

 

Are the text commands case-sensitive?
No. Commands can be sent as upper-case, lower-case or a mixture of both.

 

Why do I receive multiple messages with Pg1/2, Pg2/2?
Text messages are unique in that they can only hold 160 characters. Some commands require multiple messages to return all of the necessary information.

 

What if I receive a new card to replace my already registered card?
If your card is replaced due to a reissue, a lost or stolen card, no update will be needed to continue to receive text alerts. Your registration for text alerts will apply to all current and reissued cards until you revoke your registration.

 

How do I opt-out of text alerts?
To opt out, reply ‘STOP’ to a text alert.

You may also unsubscribe by skipping the text instructions and simply contacting KEMBA at 614.235.2395 or 1800.282.6420, Option 3, to ask to be un-enrolled for Automated SMS/Text Fraud Alerts.

 

What is the difference between Online Banking Alerts and Automated Fraud Alerts?
Alerts set up in Online banking do not include SMS Text Automated Fraud Alerts.  Online Banking alerts include balance and transaction alerts for all share types on your account and may be set up as ‘all day’, daily, weekly, or monthly alerts. These alerts may be received by email or text from ‘alerts@kemba.org’.

 

Automated fraud alerts will be sent to you in real time by SMS text if a suspect transaction is identified so you can immediately respond ‘Yes – this is Fraud’ or ‘No – this is not Fraud’ and we will take the appropriate action. These alerts will be received by SMS text from ‘72488’.

 

What types of Card Transaction Alerts are available?
Once you have registered your Debit and/or credit card(s) to receive real time SMS Text Automated Fraud Alerts, you will also have the option to set up specific real-time card transaction alerts:

• Purchases over a selected amount
• International purchase
• Online and phone purchases where the card is not physically present
• Declined transactions

Once you have completed setting up any additional card transaction alerts, you may want to review and adjust any share alerts set up in Online Banking.

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