Your First Line Of Defense Against Fraud
RiverHills Bank uses an automated Fraud Alert Management service for our debit cardholders. This free service is designed to protect you from debit card fraud by proactively contacting you when suspicious activity is suspected.
Please Note: To make this important feature as effective and timely as possible we’ve revised the process for how you will be contacted. Because more and more people are using a mobile phone, it has become the primary platform in terms of reaching you. If you haven’t done so already, we strongly recommend that you provide us your mobile phone number and designate that as your primary contact phone number to increase the likelihood of you being reached should a fraud alert be necessary. If you do not have a mobile phone, you may still designate your home phone number.
This new process involves three successive steps that unfold in case of suspected fraudulent use of your card:
- The fraud management service first automatically alerts you via a text message sent to your mobile phone.
- Next, 30 minutes after delivery of the text message, if no response is made the system will call your phone number.
- If we are still unable to reach you, as a third step in the process the potential fraud alert automatically will be delivered to your email address we have on file.
With this three-step alert process now in place, we would like to emphasize the importance of keeping your contact information on file with RiverHills Bank completely current. If your information at the bank is out-of-date, please call or come by your nearby office as soon as possible to provide us your most-current contact info.
Here are a few key points about RiverHills Bank Fraud Alert Management service you should know:
- This is a 24-7 monitoring service.
- If suspicious charges are detected, after the initial text alert is sent, you will be called by an interactive voice response (IVR) system, not a live person. (In rare, extreme cases, where a significant number of potentially fraudulent charges are detected, a live Fraud Alert Specialist may contact you instead of the IVR.)
- Each of the three steps in the process will be identified as coming from the “RiverHills Bank Fraud Service Center,” and you will be asked to verify your identity using your phone keypad.
- You will then be presented the transaction in question, and asked to confirm or deny that the transaction is legitimate.
- If you do not recognize the transaction, the alert is automatically escalated to a Fraud Alert Specialist. You will be asked to call a toll-free number to follow-up.
- If you have any questions or concerns about RHB’s Fraud Alert Management service, we encourage you to stop by or contact your nearest branch to speak with a customer service representative.