On Sunday, July 13, 2014, RiverHills Bank implemented a new Fraud Alert Management service for debit cardholders. This is a free service designed to protect you from debit card fraud by proactively contacting you via phone when suspicious activity is detected.
We understand that you may be leery of an unfamiliar caller asking you to verify your identity. You may also be hesitant to provide information to an automated system, which is the case with our new Fraud Alert Management service. That’s why we wanted to make you fully aware of the new system and the way it works.
First, we would like to underscore the importance of keeping your contact information on file at RiverHills Bank current. The new Fraud Alert Management system uses the telephone contact information you have provided the bank to get in touch with you in the case of a suspected fraud alert. If your contact information at the bank is out-of-date, please provide your updated contact information to the bank immediately. Also, strongly consider providing your mobile phone number, if available, as your primary contact number in order to increase the likelihood of you being reached should a fraud alert be necessary.
Here are a few key points about RiverHills Bank Fraud Alert Management service you should know:
- It’s a 24-7 monitoring service; however, you will only be contacted via phone between the hours of 8:00am and 9:00pm in your local time zone, based on the area code on record at the bank for your account.
- If suspicious charges are detected, you will first 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 will attempt first contact.)
- The IVR system will identify itself as the “RiverHills Bank Fraud Service Center” and you will be asked to verify your identity using the telephone 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 call is automatically escalated to a Fraud Alert Specialist.
- If you are unavailable via phone, a message will explain the situation and you will be asked to call a toll-free number to follow-up.
If you have any questions or concerns about our Fraud Alert Management service, we encourage you to stop by or contact your nearest branch to speak with a customer service representative.