At Cape Cod 5, protecting your financial information is our top priority.
As part of our continuous monitoring of your debit card for potential fraudulent activity, we have implemented a process for alerting you regarding activity on your debit card that will use SMS text messages to your mobile phone and automated phone calls to the contact numbers we have on file for you.
IMPORTANT: When you are contacted by the Fraud Center by text message or phone call, please respond at your earliest convenience. If we cannot reach you to confirm suspicious activity is legitimate, a transaction may be declined or your card may be temporarily blocked.
If your contact information has changed since account opening and you have not updated us, please call our Customer Service Center at 888-225-4636.
Here’s how it works:
1. When potential card fraud activity is detected and you have an eligible mobile phone number on file with us, you will receive an automatic text notification, with the option to reply with “Yes” or “No” for the transaction(s) in question.
2. If no response is received from you or you do not have an eligible mobile phone number on file with us, you will receive an email and or automatic phone calls to confirm a transaction as authorized or unauthorized. Remember, to protect you, if we cannot reach you to confirm suspicious activity is legitimate, a transaction may be declined or your card may be temporarily blocked.
As a reminder, Cape Cod 5 will never email, call or text you asking for your account number or PIN. If you ever have a question about a phone call or text message you’ve received, please contact our Customer Service Center at 888-225-4636.
How will I know I am receiving a legitimate phone call or text message from the fraud monitoring service?
Text Messages: The text message will ask you to verify transactions with the last four digits of your card. The text messages will never ask you to provide your debit card number, account number or other information.
Phone calls: The automated system will ask you to verify the zip code for your billing address (which is the address the Bank has on file for your account). It will then ask you if a charge is authorized by you. You will never be asked to provide your full account number, Social Security Number, Online Banking password or other sensitive information.
If you ever suspect you are receiving a fraudulent call, contact our Customer Service Center at 888-225-4636.
Fraud Alert Contact Pattern:
Shortly after the potential fraud incident, the card holder is sent an SMS (text) message. If there is no response, messages happen as follows:
After initial SMS (text) message,
If there is no response > 5 minutes an email will be sent,
No response > 5 minutes a home phone call will be made,
No response > 5 minutes a mobile/cell phone call will be made,
No response > 5 minutes a work phone call will be made,
No response > 480 minutes (8 hours) another home phone call
What if I don’t respond to the text message, email or phone call?
If you don’t respond to the text message, you will receive an email followed by a phone call. If you don’t answer the phone call, a voice mail will be left. If you are contacted by the automated messaging service and don’t respond, transactions and/or your card may be blocked until you confirm the recent activity on your card.
Who is the fraud monitoring service?
Cape Cod 5 has partnered with Jack Henry Card Processing Solutions, a national technology service provider for financial institutions, to provide 24/7 debit card fraud monitoring and prevention through the Fraud Center. The automated text and calling system will contact you directly when suspicious activity is detected. If you return a call to the Fraud Center, you will be connected with a fraud specialist at the Fraud Center.
What if I am traveling?
If you will be traveling, before you leave, please notify the Customer Service Center at 888-225-4636 so we can reduce the likelihood of interruptions in debit card usage due to activity in a different area. Please make sure we have your mobile number on file in case we need to reach you while traveling.
How will I verify my identity if I am contacted by the Fraud Center?
First, the system will verify the phone number calling in to see if it matches your contact number. You will then be asked for your “billing” zip code (the zip code of primary address). If you are calling from a different number, you may be asked to provide the phone number the Bank has on file for you. You will never be asked for your full account number or Social Security number.
How can I protect myself from debit card fraud?
There are some steps you can take to protect yourself.
Keep your card and card information in a secure spot.
Review your account activity for unauthorized activity.
Report any suspicious or unauthorized transaction(s) immediately.
Make sure you have provided us with your current phone numbers, including cell phone or evening contact, so we can reach you quickly if questionable activity is detected.
Notify us any time your phone number changes.
Notify us any time you plan to travel or go on vacation.