Gain peace of mind and added security with Fidelity Bank Debit Card Fraud Alerts
Your security is our top priority. With our interactive debit card fraud alerts, you will automatically receive a message via SMS text message or email when our system detects potential suspicious activity on your card. Simply respond to the text or call the toll-free number provided in the email to confirm or deny the transaction. It’s that easy!
Learn more about Fidelity Bank Debit Card Fraud Alerts below.
Frequently Asked Questions About Debit Card Fraud Alerts
How does Fidelity Bank know to send a fraud alert?
Fidelity Bank’s systems constantly monitor account activity to identify patterns and suspicious transactions that may indicate potential fraud. If a transaction on your account seems abnormal or out of place, we will automatically contact you via SMS text messaging as well as email messaging and ask you to confirm whether the transaction is valid. Simply respond to the text or call the toll-free number provided in the email to confirm or deny the transaction. In some cases, your card may be temporarily restricted until we are able to contact you. As a reminder, Fidelity Bank will never contact you via text, email or phone to request that you provide or confirm sensitive personal information such as card numbers, account numbers, PINs, or passwords.
Do I need to enroll in this service?
No. Any Debit Card associated with your account(s) will automatically be enrolled in this service. As a reminder, be sure we have your most up to date cell phone number and email address on file.
Is there a fee for this service?
No. This is a completely free service offered to our customers. In fact, you won’t be charged text message fees by your carriers either because Fidelity Bank will pay for every message.
What Fidelity Bank number will be used to send the SMS text messages?
The SMS short code Fidelity Bank will use to send these messages is 37268. This is important for you to know so that you can verify it is truly Fidelity Bank sending these messages. Save this number in your phone contacts as Fidelity Bank.
What commands can I send to 37268?
|Yes||To confirm you made the purchase.|
|No||To indicate you did not make the purchase.|
|Help||To receive additional information or to speak with an agent.|
|Stop||To stop future text messages from being sent. Please note, this will not prevent us from using other methods to contact you regarding suspicious activity on your account.|
|Undo||To resume receiving future text messages.|
What happens if I respond with No, I did not authorize the transaction?
If you respond “No,” you did not authorize the transaction, your card will be closed and you will be asked to call 1-877-253-8962, for us to confirm and provide you the next steps to receive a new card.
What happens if I respond with Yes, I did authorize the transaction?
If you respond “Yes,” you can continue to use your card as you normally would. Your card will be reactivated in minutes if it was temporarily restricted.
What information is included in the Email message?
The email will provide the purchase transaction information including date, amount, merchant name and merchant location. Our toll-free phone number, 1-877-253-8964, will also be provided along with a Case ID number. This is an automated do not reply email. You will need to call the number listed and provide the Case ID number to validate the purchase.
What if I don’t have my mobile phone and you suspect that a fraudulent transaction has been attempted – how will you contact me?
If we attempt to contact you via SMS text messaging and email messaging and do not receive a response, we will attempt to call you using a phone number listed on your account. If we cannot reach you by text message, email message or phone, a letter will be sent to the address that we have on file for you.
Do I need to be enrolled in Online Banking or Mobile Banking to take advantage of this service?
No. Any Debit Card associated with your account(s) will automatically be enrolled in the Fraud Alert service, even if you do not use Online Banking or Mobile Banking. However, we highly recommend that you enroll in these services to conveniently monitor your account activity, transfer funds, pay bills and deposit checks.
Who do I contact if I have questions about this service?
Please contact your local Fidelity Bank branch or call our customer care center at 1-855-547-1385 and select option nine.