There are people in this world that want access to your bank account or personal information. These fraudsters have many clever ways to get this information. But being aware of their tactics and doing everything in your power to protect yourself can keep your account, information, and money from falling into the wrong hands.
SmartBank will NEVER ask for your debit card number, account number, online banking details, or any other personal information.
Protecting Your Account: Fraud Alert Process
At SmartBank, your security is our top priority. Recently, we have seen an increase in phishing scams targeting our clients through spoofed phone numbers. To help you distinguish legitimate fraud alerts from fraudulent attempts, we want to clarify how our fraud partner, FIS/Falcon, communicates with clients regarding debit card activity.
How Fraud Alerts Work
1. Text Message Alerts
* Sent from short code 86975, including a callback number and case number.
* The callback number may vary.
* Clients are asked to reply YES or NO to confirm or deny a transaction.
* Alerts are sent between 7:00 AM and 10:00 PM in the cardholder’s time zone.
2. Email Notifications
* Sent from FAM.No.Reply@fraudalerts.fisglobal.com.
* Includes two blue links for verifying transactions.
* Emails are sent 24 hours a day.
3. Automated Voice Calls
* Calls originate from 855-961-1602.
* Calls occur between 8:00 AM and 9:00 PM in the cardholder’s time zone.
If you receive an alert, it is crucial to respond promptly. Our system follows these steps to escalate fraud concerns:
* If a mobile number is on record, a text alert is sent first.
* If no response is received within 30 minutes, an automated voice call will follow.
* If the call remains unanswered for 5 minutes, an email alert will be sent.
* Alerts detected overnight will result in email notifications only until phone contact hours resume.
* If texting is unavailable, FIS/Falcon will make two call attempts only.
How to Handle a Phishing Attempt
If you believe you have been targeted by a fraud scam, follow these steps to ensure your safety:
1. Determine if your information was compromised
* Did you provide your account number, debit card details (PIN/CVC), online banking credentials, or verification code?
* Did you grant remote access to your device or click a suspicious link?
2. Take Immediate Action
* Close compromised accounts and open a new account.
* Hot card your debit card and issue a new card.
* Change passwords for online banking, Apple, Google, PayPal, and other accounts.
* If your device was accessed, have it professionally cleaned for malware removal and provide proof.
Your vigilance and quick action can help prevent fraud. If you suspect suspicious activity, please contact SmartBank immediately. We are here to assist you in keeping your accounts safe.
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Recognizing Fraud
Always remember that SmartBank will never request your bank account information, credit card number, PIN, or account password over the phone, through text message, or in an email. Scammers try to create convincing scenarios for the victim to volunteer this sensitive information. Your internal alarms should go off if you find yourself in a situation where someone is asking for it.
Phone Fraud
Almost every phone is able to display the phone number of the person calling you. Unfortunately, this information is unreliable. Scammers are able to fake this number to make their calls seem more legitimate.
Callers will pretend to represent important organizations like a utility company or the IRS and demand immediate information with the threat of consequences. Another tactic used is for the caller to imply that you have won a sweepstakes and they need your entrance fee.
Beware of any unsolicited calls that ask for payment of any form. Hang up if you become suspicious and call the company back yourself with a number found on their official website.
Email Fraud
The internet provides multiple opportunities for scammers to steal your personal information. Quickly recognizing a potential scam is the best way to avoid a possible fraudulent scheme.
These emails will often have a generalized greeting and say that your information has already been compromised. This is meant to convince you to hurry through the following steps, but take a moment to inspect the message. The sender’s name is easily changed to look familiar, but check the actual email address of the sender. It will often have a long string of random numbers and letters.
Fraudulent emails will often claim your bank account has been frozen, offer fake work opportunities, or offer prizes. Don’t click on any links, call the included phone numbers, or respond to these messages in any way.
If the email purports itself to be sent from a real organization, find their contact information outside of the message. Ask their customer service outlets if the message was real. This will tell you how to proceed as well as alerting the company to the scam.
Text Message Fraud
Text messages can also be fraudulent but appear as if they are sent from a legitimate source. Scammers will create urgency using similar tactics to email fraudsters and request sensitive information like account numbers, credit card information, or login information.
SmartBank will never contact you directly and request this information.
Online Fraud
There are a wide range of tactics used by scammers on the internet. Pop up windows with links that download viruses onto your computer, fraudulent websites, and trojan horse downloads can all be used to compromise your banking information. Be very careful about who you divulge this information to. Don’t visit websites that aren’t widely trusted, and never click on anything found within a suspicious message.
Identity Theft Checklist
There are numerous types of identity theft. For example, a thief could steal a wallet and use credit cards to make illegal purchases, or obtain information to file a tax return on behalf of a taxpayer to claim an illegal refund.
Should you ever find yourself a victim of any kind or type of identity theft, the checklist on the next two pages will be your guide. It outlines specific steps you should take to help mitigate the damage of identity theft: closing credit cards, filing a police report, filing a complaint with the Federal Trade Commission, addressing matters with the IRS and more.
Protecting Yourself
Guard Your Credit Card Information
SmartBank will never ask for sensitive information over the phone or through email. Legitimate companies won’t request this information either, unless you’re making a purchase of some sort or you have initiated the call. If you have called the bank, SmartBank will ask identifying questions to confirm ownership of the account.
Don’t give your banking information to somebody just because they asked. Take a moment to find out if the request is legitimate.
Trust Your Instincts
Scammers create awkward situations and try to capitalize on your unease. This awkward feeling is a sign that something unnecessary is occurring. Strange emails or phone calls can tip you off that a scammer is trying to access your information. Trust yourself and don’t follow through with their requests.
Don’t Rush Into Anything
Utility companies won’t call you about late bills and say they’ll turn off your water if you don’t pay immediately. The IRS won’t demand payment over the phone. These are all tactics to get you to immediately offer up your information out of fear. Don’t play into their methods. Take your time and analyze the situation.
Be Wary of All Unsolicited Requests
Anybody asking for your personal information needs to be questioned. This is especially true if you didn’t initiate the conversation.
Immediately contact your local SmartBank branch if you feel your information has been compromised in any way, or call our Client Services Team at 866.290.2554. We’ll work with you to keep your funds safe and protect you from future issues.
Privacy
What does SmartBank do with your personal information?