Online Banking

HHSB Fraud Watch Frequently Asked Questions

What does a HHSB Fraud Watch do for me?

We monitor transactions on your debit card for potential fraud. When we identify a transaction that may be fraud, we may verify that transaction with you. In certain situations, we may block further use of your debit card until we receive confirmation from you that the requested transaction was legitimate. HHSB Fraud Watch establishes a way that we can communicate with each other faster and thereby un-block your transaction and debit card quickly.

 

How do I Enroll or register?

No registration is necessary. You will be automatically enrolled to receive emails alerts, phone alerts, and text alerts. Please verify your contact information with one of our local branches. We must have your current email address, primary phone and mobile phone numbers to ensure that we can reach you promptly regarding suspicious activity on your debit card. 

 

How much does it cost to use this service?

The Bank does not charge for this service. However, standard text message and data rates assessed by your mobile carrier may apply. Please check with your mobile carrier to ensure that you have 'text messages’ on your monthly mobile phone plan.

 

What carriers currently participate in this service?

AT&T, Sprint, Nextel, Boost, Verizon Wireless, U.S. Cellular®, T-Mobile®, Cellular One Dobson, Cincinnati Bell, Alltel, Virgin Mobile USA, Cellular South, Unicel, Centennial and Ntelos . (This list is current upon publication but subject to change without notice.)

 

How long should it take to receive a text message (SMS)?

Typically, alerts arrive within a few minutes, but timing may vary based on your mobile provider, and accessibility to a mobile network. You will receive text alerts 24-7 on suspicious active. In some cases your card may be blocked from further transactions until we are able to contact you. 

 

Why did I not receive a fraud alert and my debit card was blocked when I made a purchase late at night?

The hours we will contact you are 8 A.M. to 8 P.M. This timeframe is based on the Eastern time zone. If a charge that we suspect may be fraud occurs outside of that timeframe, we will not try to call you until that timeframe.

 

What if I don’t have text messaging?

Text messaging is required to receive test messages from this service. If your mobile phone is able to send and receive text messages, but you do not currently subscribe to this service, you will need to contact your mobile phone provider to add the text messaging feature to your mobile phone plan. You may also receive automated calls from Hoosier Fraud Prevention Alert to your home phone. Please call or visit your local office to assure that we have the correct contact information.

 

If I am traveling outside the U.S., can I receive text message alerts?

Messages can only be sent via U.S. carriers and will only be receivable in the U.S. If a transaction is flagged as suspicious we will send a text but it may not be received while you are outside of the U.S. Some messages on U.S. carriers may be received while traveling; however it will depend on that carrier's coverage area. It is always a good practice to inform us of your travel plans by calling one of our branches prior to traveling outside of the U.S. Doing so will help avoid having legitimate charges flagged as potentially fraudulent. In some cases your card may be blocked from further transactions until we are able to contact you. 

 

Are the text commands case-sensitive? 

No. Commands can be sent as upper-case, lower-case or a mixture of both.

 

Can I add multiple phone numbers? 

No. Only one mobile phone number can be linked to a single debit card number.

 

If my mobile phone number changes, what do I need to do? 

Please call or visit your local office to assure we have the correct contact information.

 

Do I have to text personal information? 

We will never ask you to text us your account number, personal identification such as your birth date or social security number, or other personal information such as your mother’s maiden name or address. If you ever receive a text message asking for your account numbers or other personal information, please do not respond and contact us at 765-942-0125

 

How do I unsubscribe? 

Send a text that says STOP to 47334 or reply STOP to any Fraud Watch Alert message that you receive. This will cancel any further alerts to your mobile number. You will receive an opt-out confirmation. HHSB Fraud Alert will still call your home number regarding suspicious activity. You will also receive an email with all transaction.

 

What makes a transaction appear suspicious and generates a HHSB Fraud Watch Alert? 

Our fraud alert service encompasses multiple strategies driven by current fraud trends. We look at many variables when determining that a transaction is suspicious and potentially fraudulent (for example, the number, dollar amount and rate of transactions, merchant type and location). We also monitor prior account usage patterns, for example a transaction that is presented from a geographical location not consistent with your other account transactions. In some cases, the characteristics of multiple transactions may raise suspicion.

 

What if my registered debit card had fraud? 

If you confirm that your debit card has had a fraudulent transaction, the debit card will be closed and a new debit card ordered. When you receive your new debit card with new debit card number, it will automatically be registered to continue receiving text messages on potential fraudulent activity.

 

What do I do if my phone is lost or stolen? 

If your phone is no longer in your possession please enroll your new phone number or request to be removed from the texting until you have a new phone number. 

 

How can I quickly identify/recognize a phone call or text alert from HHSB Watch Fraud Alerts?

Add HHSB Watch Fraud Alerts to the contact list in your mobile device so you can easily recognize when you are receiving a call or text alerts. Contact information is as following:1-877-504-7291 for automated phone calls and 47334 for text alerts.

 

(*) Standard data fees from your mobile provider may apply. 

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