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Fraud Alert Service FAQs
A free service to protect your account
Q: Will I automatically be turned on for the fraud alert service?
A: The new fraud alerting service will be provided automatically to all Oneida Savings Bank debit cardholders.
Q: Is email supported for fraud alerts?
A: Initial support will be by phone and SMS/text messaging. Email is being considered as a future enhancement but is not available at this time.
Q: Will the name of my Financial Institution always be spoken to my cardholder in a phone message?
A: Yes, your Financial Institution name is spoken in all telephone messages.
Q: When the cardholder receives a phone message, what number is displayed on caller ID?
A: The number displayed will be 877-230-3179.
Q: When the cardholder receives an SMS/text message, what number is displayed?
A: The number displayed will be 33748
Q: How does Oneida Savings determine if the cardholder receives a phone call or an SMS/text message?
A: Oneida Savings Bank's 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, Oneida Savings will send an SMS/text message to the cardholder. Otherwise, a phone message is sent.
Q: How often does Oneida Savings attempt to contact the cardholder if there is no 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 a phone call is initiated. If there is no response to the phone call, then we will wait approximately one hour and then repeat the sequence above. If the cardholder does not respond after multiple attempts, a letter will be sent via U.S. mail.
Q: What if no phone number is present in the Home Phone or Work Phone field or the number is invalid?
A: The system will recognize that no response was received from the cardholder so a letter will be sent via U.S. mail.
Q: Will text/phone alerts be sent to international phone numbers?
A: No, the system does not support international phone numbers in the Home Phone or Work Phone fields. Some FI's have decided to enter the international number in the comments fields but that will not be picked up by the Phone/Text system. If no valid number exists in the Home or Work Phone fields, a letter will be sent to the cardholder.
Q: Are there costs to the cardholder for receiving SMS/text alerts?
A: For cardholders that have their mobile service through Verizon, AT&T, T-Mobile, or Sprint, Oneida Savings will send text messages using "Free To End User" texting. As the name implies, there is no costs to the cardholder to receive text messages from these carriers. All other mobile carriers do not support Free To End User texting. Oneida Savings will send phone messages to these mobile devices.
Q: Are there costs to the cardholder for receiving telephone alerts?
A: In most cases, a phone message to a landline should be free to the cardholder. If the phone alert is sent to a mobile device (for example, the cardholder does not have a landline), the phone call to the cardhold¬er would count against the cardholder's mobile plan voice call rates.
Q: Are there costs to the cardholder for responding to an alert?
A: In most cases,calls from a landline to Oneida Savings should be free to the cardholder. Calls from the cardholder's mobile device would count against his or her mobile plan for voice call minutes. When a cardholder sends a text response to the original "Free to End User" SMS/Text, that response will also be free.
Q: Can a cardholder opt out of receiving SMS/text fraud alerts?
A: Yes, cardholders can opt out of receiving SMS/text alerts. Instructions are provided in all messages sent to the cardholder. Oneida Savings Bank does not suggest this course of action due to the increased fraud on credit and debit cards worldwide.
Q: What does the outgoing text alert that is sent to my cardholder contain?
A: Here is a sample of the text alert messaging that will be used (The text shown in red varies according to the transaction): Outbound Text:
"FreeMsg: Oneida Savings 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"."Here is an example of what a typical fraud alert might look like:
"FreeMsg: Oneida Savings 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: Oneida Savings 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.Q: What does the phone message contain?
A: Below is a sample of the phone message that will be left. (Text in red varies):
This is the fraud prevention department at Oneida Savings calling for
Fraud Alert Service
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