Automated Fraud Alerts Are Here

Accelerated. Automated.

Your Best Defense Against Fraud.

At American Southwest Credit Union, we’re serious about protecting you from fraudulent activity on your accounts. That’s why we’ve strengthened our defenses with a new, automated system that can identify threats faster, notify you sooner and equip you with the tools you need to take immediate action against fraud. Previously, you would have only received a personal call from a live agent if fraud was suspected.

The new system allows you to receive an automated text that easily walks you through reviewing suspicious activity on your card. You may also receive Fraud Alerts via automated phone calls on your mobile phone or home number. We will also send a fraud alert via email.

Our new automated system includes:

  • IMMEDIATE alerts

When suspicious activity has been detected on your account, we don’t wait for an agent to dial your number – our automated system will contact you by text, phone or email.

  • 2-Way Communication

You can take action the second you receive your alert – by texting the provided command word, or interacting with the automated system on the phone; simply follow the instructions to answer questions regarding your recent card activity.

  • Real-time Support

Our live agents are ready to assist you at any time to ensure you receive the best defense exactly when you need it.

Don’t delay – Please Log into Online Banking or call us at 800-752-6394 to review and update your contact information to make sure you receive important fraud alerts about your account.

Members should be aware that, while ASCU does monitor fraudulent or suspicious account activity and may proactively contact a member about this activity, we will never call and ask for confidential information such as your entire account number or PIN. Contact us at 800-752-6394 if you have provided confidential information.

 

Frequently Asked Questions

Please remember that we will never ask for account information, passwords, or other
sensitive information via these unsecure channels. Our SMS fraud alerts only require a
simple yes (Y) or no (N) reply. If you aren’t certain if the message is authentic, please
contact us at 1-800-752-6394 to learn more.
Thank you for being our member and allowing us to secure your account!

Q: How does it work?
A 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 do not recognize the
transaction(s), you will receive a text asking you to call 888-918-7313 for further
assistance. There will be a block placed on your card to protect you from further fraud
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 to your mobile device and home 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. An email will also be
sent to the address on file to confirm transactions on the account. You can also call us at
any time to validate the transactions or if you have any concerns about the message you
received.

Q: What is an SMS text?
SMS stands for Short Message Service and is also commonly referred to as a “text
message.” With an SMS, you can send a message of up to 160 characters to another
device. Longer messages will automatically be split up into several parts. Most mobile
phones support this type of text messaging.

Q: How do I register?
There’s no need to register for automated fraud alerts. As a member of ASCU you are
automatically eligible to receive fraud alerts via SMS, phone or email. Please make sure to review and update your contact information so that you will receive alerts
should there be any suspicious transactions on your account.

Q: How much does it cost to use this service?
There’s no cost to use the automated fraud alerts service. ASCU pays for all costs
associated with sending and delivering the SMS fraud alert messages to your mobile
device. This service is provided to you free of charge.

Q: Is this service safe and secure?
Yes! Your security is our first priority! Our fraud alert messages will simply ask you to
reply Y or N to confirm charges. We will never ask for your account number, card
number, PIN number, or any other personal information via text message. If you ever
receive a text message asking for any personal or identifying information, please do not
respond. Call ASCU at 1-800-752-6394 immediately to report the fraudulent text
message.

Q: What if I do not have text messaging?
You will still receive automated fraud alerts via phone and email. A text messaging plan
is not required, but is a great way to receive fraud alerts about your ASCU account.
Q: What number will the fraud alert come from?
SMS fraud alerts will come from 919-37. You may want to save this number in your
contacts with a name you will recognize for future alerts. We recommend ‘CU Fraud
Alerts’. Fraud alert messages sent from this number will also be labeled with ASCU’s
name.
Q: If my mobile number changes, what do I do?
Please update your contact information as soon as possible so that alerts will be sent to
the proper number on file. You will still receive alerts on your home phone number or
email, if that information is on file. Accurate contact information is important so that
we can reach you in the event we identify suspicious transactions on your account.

Q: Why do I receive multiple messages with Pg 1/2, Pg 2/2?
Most SMS messages have a maximum length of 160 characters per message. Some
alerts may require multiple messages to provide you with all the necessary information.
All SMS messages are paid by ASCU and you will not be charged for any text message
alerts.

Q: How do I opt-out of text alerts?
To opt-out of text alerts, simply reply STOP to any text alert. You will no longer receive
fraud alerts via SMS message. You may also opt-out by calling the number provided on
the back of your card and asking to be opted out of Automated Fraud Alerts messages.

Q: What happens if the transaction in question in the fraud alert is legitimate?
If you recognize all of the transactions present in the fraud alert. Simply reply “Y”, to
confirm the activity as valid. Your card will automatically be unblocked and no further
action is required. You may now complete any purchases that may have been declined.

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

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