Protecting our customers from unauthorized debit card use is a top priority at 21st Century Bank. To help mitigate fraud, and be proactive in protecting your accounts, our Fraud Center services have improved, offering real-time fraud detection and faster response time. We actively monitor your account activity, and our Fraud Center will notify you immediately via text, email, or phone call if we suspect that a transaction may be fraudulent.
If you have any questions about this letter, please feel free to contact one of our branch offices
Between 8 a.m. and 9 p.m., CST.
The Fraud Center will try to contact you immediately. First, by text and then, if no response to the text, an email will be sent 5 minutes later. If there is no response to the email, voice calls will start five minutes after the email is sent. A voice mail message will be left on cell and home phone numbers.
Note: You will have the option to opt-out of the auto-dialer to speak with a Fraud Analyst.
It is best practice for you to respond directly to the Fraud Center communications (text, email, voice calling) to confirm activity. This will automatically change the status of your card based on your response to fraud or no fraud. If you confirm no fraud, the card status will be updated to Active and flagged to prevent further declines for the same type activity for the next couple of days. If you confirm fraud, the card status will remain in a prohibited or frozen status.
When fraud is suspected, you will receive a text message, which allows you to respond to the text to confirm fraud or non-fraud. If there is no response to the text within 5 minutes, the system sends an email and will wait 5 minutes before trying to contact you by phone/voice. It will first call the Home number (waits 5 mins), calls the Cell number (waits 5 mins), calls the Work number (waits 8 hours), and attempts the Home number again.. Voice Mail will be left on cell and home phones.
It is imperative that we have your current contact information on file such as primary and secondary phone numbers, email and home address. Please call 763.767.2178 to confirm or update your information.
A fraud center text will come through as SMS (text) shortcode 96923. Please add this SMS shortcode to your phone to recognize a text message from our Fraud Center.
Fraud Center calls to you will originate from 800.237.8990. Please add this number to your contact list.
Disclaimer: Do not share confidential, privileged, or sensitive information via unencrypted email. As with any information submitted over the internet, there is a risk that the information could be intercepted, viewed, or retrieved by a third party. For your protection, please do not include personal information, such as Social Security numbers or account numbers, in email messages.
