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Introducing Fraud Alerts

Two Way Text Alerts Video

Don’t let the worry of fraudulent activity on your debit card keep you up at night. If something doesn’t look right, we’ll text you. Debit Card customers will now receive a text message when a potentially fraudulent charge is detected.  We can walk you through the steps of securing your account to ensure your privacy and protection.

Fraud Alerts will come from 37268 and ask you to confirm the details of the purchase with a YES or NO response.

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FAQs

Why would I receive the text?

If a potentially fraudulent charge is made on your Solvay Bank Debit Card, we will send you a text asking if you made the transaction in question.

Who will send the text message?

The text message will come from 37268 between 8am and 9 pm.  We recommend saving the shortcode to your mobile device’s contacts.

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 name and location of the charge, 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 Solvay Bank will never ask for personal information or account information.

What if I am out of the country?

Unfortunately, Fraud Alerts are not available to customers when they are travelling internationally. International purchases may be flagged as fraudulent and we 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 transition, respond “YES” to the text message. No further action is needed, and you can continue to use your debit card without interruption.

What if the suspected transaction is fraudulent?

If you did not make the suspected transaction, respond “NO” to the text message. You will receive further instruction from Solvay Bank, including a number to call as soon as possible.

What happens if I don't respond?

If a response is not received within 15 minutes, a customer service representative will contact you by phone to ask if charge is valid.  If you do not answer the call, we may limit use of your debit 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 customers with a Debit Card will be automatically enrolled in the program initially. If you do not want to receive these alerts, respond STOP to the text alert.

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

Our text alerts will come from the short code 37268, which will appear on a phone like a phone number would. We recommend you add this number to your contacts, so if you receive an alert, you know it is from us. Please note we may call to confirm details of your transactions that are included in the text message you receive, but we will never call and ask for your personal information.

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