How It Works
1. Email
If potential fraud is detected, you’ll receive an Automatic Email Notification with the option to confirm All Transactions Authorized or One or More Transaction(s) NOT Authorized by clicking on the appropriate link. These email alerts will be sent 24/7 and come from Blackhawk Bank.
If you confirm the activity is legitimate, you’ll receive an email thanking you for confirming the activity is genuine.
2. Text Alert
If you haven’t responded to the email after one minute, you’ll receive a Text Alert giving you the option to reply with YES or NO. You’ll receive a confirmation text after you respond with further instructions, if needed. Texts are delivered 24 hours a day. To opt out of receiving these text alerts, reply STOP.
3. Automated Phone Call
If after 5 minutes you don’t respond to the Text, you’ll receive an Automated Phone Call to confirm or deny fraud by using verification and prompts.
Calls will occur between 8:00 a.m. and 9:00 p.m. local time.
Calls will be made to home, mobile and work, leaving a voice mail if there is no answer. Then, calls will be made to mobile, home and work 180 minutes after the first attempt; a message will be left only if one could not be left at the first attempt.
The messages will never ask for your PIN or account number, just a response of “Fraud” or “No fraud.”
Your card will be blocked from further activity until a response is received.
Frequently Asked Questions
Should I contact the Bank before traveling to report that my pattern of debit card use will change?
Yes. Call the Bank to alert us as to what states/countries you’ll be visiting, and for how long.
Yes. Call the Bank to alert us as to what states/countries you’ll be visiting, and for how long.
If I’m outside of the US, will the auto-dialer call me?
No, the auto-dialer will not call outside the U.S.
Will the auto-dialer voice be a male or female?
Female.
What if there are multiple transactions listed in the email, and some are fraud and some are not?
You should select the Fraud option. You will then be contacted/connected to a representative to go through the transactions and confirm which are fraudulent.
If I accidentally click the link in the email confirming not fraud, but meant to confirm that it was fraud, am I able to go back to the email and click the correct link?
No, when you click on the link, it closes the case. For additional assistance, call Client Services 866.771.8924 during normal business hours.
If I have multiple phone numbers will there be a voice message left on each phone?
Yes, on all the phone numbers we have on file.
Are text replies case sensitive?
No.
How long do I have to respond to a text message?
30 days.
How many transactions can be displayed in the email?
Only 5, but the Bank representative will be able to review all transactions with you.
Who will order my new card when fraud is verified?
To order a replacement card, please call Client Services at 866.771.8924 or visit an office near you.
If I verify fraud, who should I contact to dispute the fraudulent transactions?
Call Client Services at 866.771.8924 or visit an office near you for additional assistance.