Recently a new customer service feature was launched to assist in our debit card fraud monitoring program by utilizing SMS and email notification for fraud alerts. If a transaction needs to be verified by our customer it can now be completed through a two-way SMS message or brought to the customer’s attention via email.
SMS Fraud Alerts
Enroll in SMS fraud alerts. This can be completed for new cardholders at card opening and existing cardholders that update their cellular phone number. An enrollment text message will be sent the next day asking them to reply “YES” to enroll. Once enrolled in SMS alerts customers can respond to a text message confirming fraudulent transactions or legitimate transactions.
See below sample text for enrollment:
Emails notifying customers of potentially fraudulent card transactions will be sent out to customers with an email address on file. Emails are solely to notify customers and cannot be responded to. Please contact customer service at 1-800-NBT-BANK to confirm transactions.
See sample email below:
NBT Bank is committed to providing you with the most advanced
fraud protection solutions available in the marketplace. Although
preventive measures have been taken to secure your Debit card
account, please call us immediately, toll-free at:
You will be prompted to enter your Case ID:
For your protection, we want to verify that the recent transactions
on your Debit card account were made with your authorization.
You can reach us 24 hours per day, 7 days per week.
Merchant Name: ABC MERCHANT
Merchant Location: ANY TOWN, ANY STATE
Your Financial Institution Fraud Prevention Center
Cardholder Name: JOHN DOE
Debit Card Ending in XXXX
**** THIS IS AN AUTOMATED EMAIL. DO NOT REPLY TO THIS EMAIL. ****