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Introducing Fraud Alerts

Two Way Text Alerts Video

Don’t let the worry of fraudulent activity on your debit or credit card keep you up at night. If something doesn’t look right, we’ll contact you. Both Debit and Credit Card customers will now receive Fraud Alerts which includes a text message when a potentially fraudulent charge is detected.  Debit Card customers may also receive an email notification.  We can walk you through the steps of securing your account to ensure your privacy and protection.

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FAQs

Why would I receive a Fraud Alert?

If a potentially fraudulent charge is made on your Solvay Bank Debit or Credit Card, we will contact you about the transaction in question.

What will the text messages look like?

We will text you the details of the charge in question, including the last four digits of your card number, the merchant’s name and the amount. The text will also ask for a reply of yes or no. Once you respond, the Bank will provide further instruction if necessary. 

Please note: Your standard Internet, message and data rates apply when receiving Fraud Alerts.

What will the email look like?

The email notification will also include the details of the charge in question, including the last four digits of your card number, the merchant’s name and the amount. You will be given a phone number to call and a Case ID number to reference. Debit Card customers may be asked to provide a one-time passcode sent to them by text message or email when calling for assistance. If a customer cannot provide the one-time passcode, they may be referred to their local Solvay Bank branch for assistance.

Do I need to respond to both the text message and the email?

No. If you respond to the text message, you can disregard the email about the same transaction

What if I am out of the country?

Unfortunately, text messages are not available to customers when they are travelling internationally. You will still receive an email notification. International purchases may be flagged as fraudulent and may limit use of your card if you have not contacted our Customer Relations Team prior to your travels.

What if the suspected transaction is valid?

If you did make the transaction, you can respond yes to the text message or call the phone number listed in your email.  Debit Card customers may be asked to provide a one-time passcode sent to them by text message or email when calling for assistance. If a customer cannot provide the one-time passcode, they may be referred to their local Solvay Bank branch for assistance.

No further action is needed, and you can continue to use your card without interruption. You may need to retry your transaction if it was initially declined.

What if the suspected transaction is fraudulent?

If you did not make the suspected transaction, you can respond no to the text message or call the phone number listed in your email. You will receive further instruction to resolve the fraud case. Debit Card customers may be asked to provide a one-time passcode sent to them by text message or email when calling for assistance. If a customer cannot provide the one-time passcode, they may be referred to their local Solvay Bank branch for assistance.

What happens if I don't respond?

If a response is not received within 15 minutes to the text message or email, we will attempt to call you using the phone number associated with your account. If you do not answer the call, we may limit use of your card for your protection. You may also receive a letter sent to your home about the potential fraud.

Can I opt out of this service?

All Debit and Credit Customers are automatically enrolled in Fraud Alerts. If you do not want to receive text messages, reply with “STOP.” 

How will I know it’s Solvay Bank contacting me?

Our text alerts will come from the short code 37268 for Debit Cards and short code 37268 for Credit Cards, which will appear on a mobile device like a phone number would. 

If there is no response to a text message or email notification, Debit Card Customers will receive a phone call from 844-682-4502, 877-253-8807 or 833-735-1897 and Credit Card Customers will receive a phone call from 833-763-2013.

IMPORTANT INFORMATION

In certain instances, customers may receive a one-time passcode by text message or email to verify their identify when they contact us regarding their debit or credit cards. This may be requested for phone calls regarding potential fraud, limit increases, travel notifications, issues with transactions and confirmation of mobile wallet apps such as Apple Pay and Google Pay. This extra step helps verify your identity and protects your card and bank account from fraud. Customers who cannot receive a passcode may need to visit their local Solvay Bank branch for assistance.

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