Your best defense against fraud
At Advantage One Credit Union, we’re serious about protecting you from fraudulent activity on your accounts. That’s why we’ve strengthened our defenses with a new, automated system that can identify threats faster, notify you sooner and equip you with the tools you need to take immediate action against fraud. Previously, you would have only received a personal call from a live agent if fraud was suspected.
The new system allows you to receive an automated call that easily walks you through reviewing suspicious activity on your card. You may also receive Automated Fraud Alerts text messages on your mobile phone. We will also send a fraud alert via email.
Our new automated system includes:
- IMMEDIATE alerts
When suspicious activity has been detected on your account, we don’t wait for an agent to dial your number – our automated system will contact you by text, phone or email. - 2-Way Communication
You can take action the second you receive your alert – by texting the provided command word, or interacting with the automated system on the phone; simply follow the instructions to answer questions regarding your recent card activity. - Real-time Support
Our live agents are ready to assist you at any time to ensure you receive the best defense exactly when you need it.
Don’t delay – Please Log into Online Banking to review and update your contact information to make sure you receive important fraud alerts about your account.
Members should be aware that, while Advantage One Credit Union does monitor fraudulent or suspicious account activity and may proactively contact a member about this activity, we will never call and ask for confidential information such as your entire account number or PIN. Contact 1-734-676-7000 or myaocu.com if you have provided confidential information.
How does it work?
A text message and/or pre-recorded voice call may be sent to your mobile device when there is a suspicious transaction(s) identified. Simply reply to the text to confirm whether or not you recognize the transaction(s). If you do not recognize the transaction(s), you will receive a text asking you to call 888-918-7313 for further assistance. There will be a block placed on your card to protect you from further fraud until you call us. If you reply to the text that you recognize the transaction(s), your card will remain available for use.
If you do not reply to the text within 30 minutes, a pre-recorded voice call may be attempted to your mobile device and home number listed on your account. If you receive a pre-recorded call, please listen to the prompts provided to review and respond to the validity of each transaction that is presented during the call. An email will also be sent to the address on file to confirm transactions on the account. You can also call us at any time to validate the transactions or if you have any concerns about the message you received.
What is an SMS text?
SMS stands for Short Message Service and is also commonly referred to as a “text message.” With an SMS, you can send a message of up to 160 characters to another device. Longer messages will automatically be split up into several parts. Most mobile phones support this type of text messaging.
How do I register?
There’s no need to register for automated fraud alerts. As a member of Advantage One Credit Union you are automatically eligible to receive fraud alerts via SMS, phone or email. Please make sure to review and update your contact information so that you will receive alerts should there be any suspicious transactions on your account.
How much does it cost to use this service?
There’s no cost to use the automated fraud alerts service. Advantage One pays for all costs associated with sending and delivering the SMS fraud alert messages to your mobile device. This service is provided to you free of charge. However, standard data charges from your mobile carrier may apply.
Is this service safe and secure?
Yes! Your security is our first priority! Our fraud alert messages will simply ask you to reply Y or N to confirm charges. We will never ask for your account number, card number, PIN number, or any other personal information via text message. If you ever receive a text message asking for any personal or identifying information, please do not respond. Call Advantage One at 734-676-7000 immediately to report the fraudulent text message.
What if I do not have text messaging?
You will still receive automated fraud alerts via phone and email. A text messaging plan is not required, but is a great way to receive fraud alerts about your Advantage One account.
What number will the fraud alert come from?
SMS fraud alerts will come from 919-37. You may want to save this number in your contacts with a name you will recognize for future alerts. We recommend ‘CU Fraud Alerts’. Fraud alert messages sent from this number will also be labeled with Advantage One’s name.
If my mobile number changes, what do I do?
Please update your contact information as soon as possible so that alerts will be sent to the proper number on file. You will still receive alerts on your home phone number or email, if that information is on file. Accurate contact information is important so that we can reach you in the event we identify suspicious transactions on your account.
Why do I receive multiple messages with Pg 1/2, Pg 2/2?
Most SMS messages have a maximum length of 160 characters per message. Some alerts may require multiple messages to provide you with all the necessary information. All SMS messages are paid by Advantage One and you will not be charged for any text message alerts. However, standard data charges from your mobile carrier may apply.
How do I opt-out of text alerts?
To opt-out of text alerts, simply reply STOP to any text alert. You will no longer receive fraud alerts via SMS message. You may also opt-out by calling the number provided on the back of your card and asking to be opted out of Automated Fraud Alerts messages.
What happens if the transaction in question in the fraud alert is legitimate?
If you recognize all of the transactions present in the fraud alert. Simply reply “Y”, to confirm the activity as valid. Your card will automatically be unblocked and no further action is required. You may now complete any purchases that may have been declined.
Are the text commands case-sensitive?
No. Commands can be sent as upper-case, lower-case or a mixture of both.
