How does FNB know to send a fraud alert?
FNB's systems constantly monitor account activity to identify patterns and anomalies that may indicate potential fraud. If a transaction on your account seems abnormal or out of place, we will automatically contact you via SMS text messaging and ask you to confirm whether the transaction is valid. In some cases, your card may be temporarily deactivated until we are able to contact you.
Do I need to enroll in this service?
No. Any Debit Card associated with your account(s) will automatically be enrolled in this service.
Is there a fee for this service?
No. This is a completely free service offered to our customers. In fact, you won't be charged text message fees by your carriers either, because First National Bank will pay for every message.
What FNB number will be used to send these messages?
The SMS short code FNB will use to send these messages is 37268. This is important for you to know so that you can verify it is truly FNB sending these messages. As a reminder, FNB will never contact you via phone or text to request that you provide or confirm sensitive personal information such as card numbers, account numbers, PINs, or passwords.
When are text messages sent?
Debit Card Fraud Alert text messages are sent between the hours of 8:00 AM and 9:00 PM, based on your local time according to the area code we have on file. This is because we understand that you may not want to receive messages in the middle of the night. If suspicious activity is detected overnight, your card may still be temporarily blocked and you will receive the message in the morning.
What commands can I send to 37268?
|| To confirm you made the purchase.
|| To indicate you did not make the purchase.
|| To receive additional information or to speak with an agent.
|| To stop future text messages from being sent. Please note, this will not prevent us from using other methods to contact you regarding suspicious activity on your account.
|| To resume receiving future text messages.
What happens if I respond "No," I did not authorize the transaction?
If you respond "No," you did not authorize the transaction, your card will be deactivated and we will provide you with steps to receive a new card.
What happens if I respond "Yes," I did authorize the transaction?
If you respond "Yes," you can continue to use your card as you normally would. Your card will be reactivated in minutes if it was temporarily deactivated.
What if I don’t have my mobile phone and you suspect that a fraudulent transaction has been attempted – how will you contact me?
If we attempt to contact you via SMS text messaging and do not receive a response, we will attempt to call you using a phone number listed on your account. If we cannot reach you by text message or phone, a letter will be sent to the address that we have on file for you.
Do I need to be enrolled in Online Banking or Mobile Banking to take advantage of this service?
No. Any Debit Card associated with your account(s) will automatically be enrolled in the Fraud Alert service, even if you do not use Online Banking or Mobile Banking. However, we highly recommend that you enroll in these services to conveniently monitor your account activity and take advantage of additional security features such as Account Alerts and CardGuard. Learn more below.