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Pearl Hawaii Credit Union
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Pearl Hawaii Credit Union
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Card Fraud Alerts

Fraud Alerts

 

 


AUTOMATED FRAUD ALERTS

Accelerated. Automated.

 

At Pearl Hawaii Federal Credit Union, we’re serious about protecting you from fraudulent activity on your accounts. That’s why we’ve strengthened our defenses with a new, automated system that can identify threats faster, notify you sooner and equip you with the tools you need to take immediate action against fraud. Previously, you would have only received a personal call from a live agent if fraud was suspected. The new system allows you to receive an automated call that easily walks you through reviewing suspicious activity on your card. You may also receive Automated Fraud Alerts text messages on your mobile phone. We will also send a fraud alert via email and text.

 

OUR AUTOMATED SYSTEM INCLUDES:

 

IMMEDIATE FRAUD ALERTS

When a suspicious activity has been detected on your account, we don’t wait for an agent to dial your number – our automated system will contact you by text, phone or email.

2-WAY COMMUNICATION

You can take action the second you receive your alert – by texting the provided command word, or interacting with the automated system on the phone; simply follow the instructions to answer questions regarding your recent card activity.

REAL-TIME SUPPORT

Our live agents are ready to assist you at any time to ensure you receive the best defense exactly when you need it. Don’t delay – Please update your contact information to make sure you receive important fraud alerts about your account.

 

Members should be aware that, while Pearl Hawaii does monitor fraudulent or suspicious account activity and may proactively contact a member about this activity, we will never call and ask for confidential information such as your entire account number or PIN. Contact 1-808-737-4328 immediately if you have provided confidential information.

 

FRAUD ALERTS + MONITORING

We are constantly monitoring credit and debit card transactions to identify and prevent fraud on your account. Pearl Hawaii Federal Credit Union is committed to providing our members the best fraud-fighting tools to strengthen our defenses and help our members take immediate action against fraud. When we identify suspicious transactions on your account, we will contact you about the activity via SMS (text), phone, or email to determine if a transaction was authorized.

Please remember that we will never ask for account information, passwords, or other sensitive information via these unsecured channels. Our SMS fraud alerts only require a simple yes (Y) or no (N) reply. If you aren’t certain if the message is authentic, please contact us at 808.737.4328 (73-PHFCU) to learn more. Thank you for being our member and allowing us to secure your account!

 

PRO TIP

Please make sure to review and update your contact information so that you will receive Automated Fraud Alerts should there be any suspicious transactions on your account.

 

FRAUD ALERTS |  TYPES

 

FRAUD ALERTS | HOW DOES IT WORK?

  • Transactions suspected as fraud are sent to the Fraud Detection Services, which triggers a call to the member from a Fraud Detection Agent.
  • An Automated Fraud Alert contacts the member with a Digital Voice (sample automated message) phone call, SMS Text Message (See below), and an Email Message (sample email), providing the suspect activity and allowing the member to confirm the validity or fraudulent nature of the activity.
  • Upon confirmation of fraud, the system will disable the affected card and will transfer the member to a live Fraud Detection Services agent to complete the lost or stolen report.

SMS Fraud Alerts

STEPS WE TAKE TO PROTECT YOU

 

STEP 1 | SMS Text Message

 

STEP 2| Digital Call #1

When the text message is not answered within 30 minutes, a digital call is made to the mobile phone on file and a message is left when not answered.

 

STEP 3| Digital Call #2

When there is no response received within 30 minutes of the mobile message, a digital call is made to the home phone and a message is left when not answered.

 

STEP 4| Digital Call #3

When no response within three hours of the home message, a digital call is made to the home phone again. Another message is not left unless the previous message attempt to the home number was unsuccessful.

 

STEP 5| Email

When no response to any of the previous contact attempts is received, an email is sent 5 minutes after Digital Call #3 (Step 4). An email will be sent to your Home and Work email address if we have your email on file.

 

STEP 6| Agent Calls

When we receive no response from the prior steps, a live agent will attempt to contact you.