TwinStar Fraud Prevention Services Alerts

TwinStar Fraud Prevention Services provides transaction monitoring on all TwinStar Visa credit and debt cards. The service helps identify and prevent fraudulent transactions. If we see any transactions occur on your card that are unusual or outside of your normal spending patterns, we will contact you and ask for confirmation .

If you have a TwinStar debit or credit card, you are automatically enrolled. All users are enrolled in both text and phone alerts. If you have a cell phone number on file with us, we will send you alerts via text messages*. If you do not have a cell phone number on file with us, we will call you at the phone number we have associated with your account. You can log in to online or mobile banking, or contact us to add a phone number or update your contact information. This ensures that we can contact you directly if needed.

Please note that TwinStar Fraud Prevention Services will verify your identity, but they will never ask you for your social security number, card expiration date, or the security code on the back of your card.

 

Here's more information on how TwinStar Fraud Prevention Services alerts work.

 

Enrollment

We have rolled out text message alerts to all members as of September 2018. If you have a cell phone number on file, you are automatically enrolled to receive text message alerts. If you do not have a cell phone number on file, we will call you at the primary phone number we have on your account. If you would like to opt out of text alerts now, please call member services or stop by your local branch. You will also have the option to opt out of alerts by replying STOP to any fraud notification.

First Notification Contact

If you are opted-in to text messages: A text message will be sent to cell phone number we have on file. The text message will provide the last 4 digits of the card number used, the amount of the transaction, the name of the merchant making the charge, and provide you with the reply options. Reply YES if the transaction is authorized or reply NO if it is unauthorized. You will also have the option to opt out of alerts by replying STOP.

If you have not opted in to text messages: You will be called and prompted to authenticate your identity. You will then have the option to indicate if the transaction in question is authorized or unauthorized. Note: The TwinStar Fraud Prevention Services representative will not ask for complete information for your social security number, card expiration date, or the security code on the back of your card.

If your response is NO the transaction is not authorized

If you confirm that the transaction is not authorized, your card will be blocked to prevent further fraudulent transactions. If you replied via text, a fraud specialist will then call you to confirm your reply that the transaction is unauthorized. You will then need to contact member services or your local branch to reissue a new card and start the dispute resolution process. You can learn more about the fraud the dispute process here.

If your response is YES the transaction is authorized.

Your card will remain active and no further action is required. If you reply YES to a text alert, you'll receive a second text message thanking you for confirming the activity and letting you know the account is safe for continued use.

If there's no response from TwinStar Fraud Prevention Services' initial contact attempt.

Via text: If no response is received from the initial text message, a second text will be sent followed by a voice call to the home phone number on file in attempt to reach you.

Via phone: If there's no answer, a message will be left that includes a case number and a phone number for you to call and verify the transaction. You can also contact us during business hours to review your account.

 

 

Services Security