Protecting your debit or ATM card
Protecting your debit or ATM card from fraud requires 24/7/365 days a year monitoring. Our fraud detection programs monitor your card transactions for any suspicious activity. If potentially fraudulent transactions are taking place, we’ll contact you immediately so that future fraudulent transactions can be avoided.
What we monitor
Your card transactions are monitored for purchases outside your normal purchasing patterns, unusual timeframes and geographical locations, or purchase patterns that are consistent with previously identified fraud trends.
How we contact you
Getting in touch with you quickly is critical to stopping any potential card fraud. 86% of Americans have a mobile device and this offers a convenient and free* method to contact you fast. With our Card Alert Notification service, you will receive a text message asking you to confirm if a suspicious transaction was authorized by you.
Receiving a text message
The text message will arrive with a 5 digit code (33748) and contain our financial institution name, dollar amount of the transaction and merchant name.
You will be asked to reply with “Yes” if you authorized the transaction. You will receive a confirming text message and can continue to use your card with confidence.
A “No” reply means you have not authorized the transaction. You will receive a confirming text message and you will be contacted immediately by a fraud specialist to protect your account. Please answer this important call.
Do not reply to the text message with any personal or confidential card information
If you would like to opt out of receiving these important messages by text, you may reply with STOP to indicate this preference
Help us protect you
Keep us up to date with your current mobile and home phone numbers and contact information.
Traveling in the U.S. or to a foreign country for an extended period of time? Contact us prior to your departure and we’ll make our monitoring more flexible during your travel or vacation time.
* Great Florida Bank does not charge for Text Banking. However, your wireless service provider may charge for sending and receiving text messages on your mobile phone. Check with your wireless service provider for details on specific fees and charges that may apply.
Fraud Alerts Frequently Asked Questions
Q: Will I automatically be turned on for the fraud alert service?
A: The new fraud alerting service will be provided automatically to all Great Florida Bank debit and ATM cardholders.
Q: Is email supported for fraud alerts?
A: Initial support will be IVR and SMS/text messaging. Email is being considered as a future enhancement but is not available at this time.
Q: What is the pricing for fraud alerts?
A: There is no additional fee for fraud alerts.
Q: Will the IVR message come from Great Florida Bank?
Q: When I receive a IVR message, what number is displayed on caller ID?
A: The number displayed will be 877-230-3179.
Q: When I receive a SMS/text message, what number is displayed?
A: The number displayed will be 33748.
Q: How does Great Florida Bank determine if I receive a IVR call or a SMS/text message?
A: The card management system supports two phone numbers for each cardholder. The alerting technology determines whether the phone numbers on record are landlines or mobile devices. If a mobile phone number exists, you will receive a SMS/text message. Otherwise, an IVR message is sent.
Q: How often will I be contacted if I don't reply to the first message?
A: The first contact is through a SMS/text message. If there is no response within a certain period of time (usually 15 minutes), then an IVR call is initiated. If there is no response to the IVR, then we will wait approximately one hour and then repeat the sequence above. If you do not respond after multiple attempts, a letter will be sent via U.S. mail.
Q: Are there costs for receiving SMS/text alerts?
A: If your mobile service is through Verizon, AT&T, T-Mobile, or Sprint, you will be sent text messages using "Free To End User" texting. As the name implies, there is no cost to receive text messages from these carriers. All other mobile carriers do not support Free To End User texting. Great Florida Bank will send IVR messages to these mobile devices.
Q: Are there costs for receiving IVR alerts?
A: In most cases, an IVR message to a landline should be free. If the IVR alert is sent to a mobile device (for example, you do not have a landline), the IVR call will count against your mobile plan voice call rates.
Q: Are there costs for responding to an alert?
A: Calls from a landline should be free. Calls from a mobile device would count against your mobile plan for voice call minutes. Similarly,Similarly, SMS/text messages from a mobile device would count against your mobile plan text message rates.
Q: Can I opt out of receiving SMS/text fraud alerts?
A: Yes. Instructions are provided in all messages sent to you.
Q: What does the outgoing text alert contain?
A: Here is a sample of the text alert messaging that will be used (Text in red varies):
"FreeMsg: < YOUR FI NAME > Fraud Dept: Possible unauthorized txn on acct ending in < LAST 4 DIGITS OF CARD NUMBER >: < TRANSACTION_AMOUNT > processed by < MERCHANT_NAME >. If authorized reply "YES", otherwise reply "NO"."
Example- "FreeMsg: XYZ Financial Institution Fraud Dept: Possible unauthorized txn on acct ending in 1234: $22.22 processed by Julie's Jewelry Store. If authorized reply "YES", otherwise reply "NO"
Actions based on response:
If YES reply received, send subsequent SMS:
FreeMsg: < YOUR FI NAME > Fraud Dept: You have confirmed a purchase of < TRANSACTION_AMOUNT >
at < MERCHANT_NAME >. We apologize for any inconvenience. Your acct can now be used without concern.
If NO reply received, send subsequent SMS:
FreeMsg: < YOUR FI NAME > Fraud Dept: Thank you for your reply. A fraud specialist will call you immediately to protect your account. Please answer this important call.
What message is left when the IVR places a call?
A: Below is a sample of the IVR message that will be left (Text in red varies):
This is the fraud prevention department at < YOUR FI NAME > calling for < CUSTOMER_1 > or < CUSTOMER_2 >
We need to verify some recent activity on your < PRODUCT > ending in < CARD_LAST4 >
In order to prevent possible difficulties using your card, it is important that you call us back at your earliest convenience, toll free at < INBOUND PHONE NUMBER > to verify this activity.
You may call us back 24 hours a day, 7 days a week. The number again is < INBOUND PHONE NUMBER > .