Debit Card Alert FAQs

    Will I automatically be turned on for the fraud alert service?

    Answer:

    The new fraud alerting service will be provided automatically to all our members who have a phone capable of receiving SMS text messages.

    Is email supported for fraud alerts?

    Answer:

    E-mail is being considered as a future enhancement but is not available at this time.

    What is the pricing for fraud alerts?

    Answer:

    There is no additional fee for fraud alerts.

    When the cardholder receives an Automated Voice Response message, what number is displayed on caller ID?

    Answer:

    The number displayed will be 877-230-3179.

    When the cardholder receives an SMS/text message, what number is displayed?

    Answer:

    The number displayed will be 33748.

    How does Smart Financial Credit Union determine if the cardholder receives an Automated Voice Response call or an SMS/text message?

    Answer:

    Smart Financial Credit Union’s fraud detection system supports two phone numbers for each cardholder. The alerting technology determines whether the phone numbers on record are landlines or mobile devices. Your home phone number will be your primary contact number to receive SMS/TEXT alerts in our system. If this phone number is not SMS/TEXT capable and you would like to receive text alerts, please contact the Member Service Call Center at 1 (800) 392-5084 so your information can be updated. Please note that if your phone is not text capable you will receive an alert in the form of an AVR voice message.

    How often does Smart Financial Credit Union attempt to contact the cardholder if there is no reply to the first message?

    Answer:

    The first contact is through a SMS/text message. If there is no response within a certain period of time (usually 15 minutes), then an Automated Voice Response is initiated. If there is no response to the Automated Voice Response after one hour, then the above sequence will be repeated.

    Are there costs to the cardholder for receiving SMS/text alerts?

    Answer:

    For cardholders that have their mobile service through Verizon, AT&T, T-Mobile, or Sprint, Smart Financial Credit Union will send text messages using “Free To End User” texting. As the name implies, there is no costs to the cardholder to receive text messages from these carriers. All other mobile carriers do not support Free To End User texting. Smart Financial Credit Union will send an automated voice message to these mobile devices.

    Are there costs to the cardholder for receiving Automated Voice Response alerts?

    Answer:

    In most cases, an Automated Voice Response message to a landline should be free to the cardholder. If the Automated Voice Response alert is sent to a mobile device (for example, the cardholder does not have a landline), the automated voice call to the cardholder would count against the cardholder’s mobile plan voice call rates.

    Are there costs to the cardholder for responding to an alert?

    Answer:

    Calls from a landline to Smart Financial Credit Union should be free to the cardholder. Calls from the cardholder’s mobile device would count against his or her mobile plan for voice call minutes. Similarly SMS/text messages from the cardholder’s mobile device would count against the cardholder’s mobile plan text message rates.

    Can a cardholder opt out of receiving SMS/text fraud alerts?

    Answer:

    Yes, cardholders can opt out of receiving SMS text alerts. Instructions are provided in all messages sent to the cardholder.

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