Debit Card Fraud Text Alerts FAQs

What does the outgoing text alert that is sent to cardholders contain?
Below are samples of the text alert messages that will be used:
  • Outbound Text: FreeMsg: DEER VALLEY CREDIT UNION Fraud Dept: Possible unauthorized txn on acct ending in : processed by . If authorized reply "YES", otherwise reply "NO".
    Example- FreeMsg: DEER VALLEY CREDIT UNION Fraud Dept: Possible unauthorized txn on acct ending in 1234: $22.22 processed by Julie's Jewelry Store. If authorized reply "YES", otherwise reply "NO"
  • If YES reply received, send subsequent SMS: FreeMsg: DEER VALLEY CREDIT UNION Fraud Dept: You have confirmed a purchase of at . We apologize for any inconvenience. Your acct can now be used without concern.
  • If NO reply received, send subsequent SMS: FreeMsg: DEER VALLEY CREDIT UNION Fraud Dept: Thank you for your reply. A fraud specialist will call you immediately to protect your account. Please answer this important call.
What message is left when the Interactive Voice Response places a call to cardholders?
Below is a sample of the Interactive Voice Response message that will be left for your cardholder:
  • This is the fraud prevention department at DEER VALLEY CREDIT UNION calling for "Cardholder's Name".
  • We need to verify some recent activity on your debit card ending in "Last 4 digits of card".
  • In order to prevent possible difficulties using your card, it is important that you call us back at your earliest convenience, toll free at (800) 889-5280 to verify this activity.
  • You may call us back 24 hours a day, 7 days a week. The number again is (800) 889-5280.
Will all cards automatically be turned on for the fraud alert service?
Yes, the new fraud alerting service will be provided automatically.
Is email supported for fraud alerts?Initial support will be Interactive Voice Response and SMS/text messaging.
Initial support will be Interactive Voice Response and SMS/text messaging. Email is being considered as a future enhancement but is not available at this time.
What is the pricing for fraud alerts?
There is no additional fee for fraud alerts
When I receive an Interactive Voice Response message, what number is displayed on caller ID?
The number displayed will be 877-230-3179.
When I receive an SMS/text message, what number is displayed?
The number displayed will be 877-230-3179.
How does DVCU determine if I receive an Interactive Voice Response call or an SMS/text message?
The card management system supports two phone numbers for each cardholder. The alerting technology determines whether the phone numbers on record are landlines or mobile devices. If a mobile phone number exists, we will send a SMS/text message to the cardholder. Otherwise, an Interactive Voice Response message is sent.
How often will DVCU attempt to contact the cardholder if there is no reply to the first message?
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 Interactive Voice Response call is initiated. If there is no response to the Interactive Voice Response, then we will wait approximately one hour and then repeat the sequence above.
Are there costs to the cardholder for receiving SMS/text alerts?
For cardholders that have their mobile service through Verizon, AT&T, T-Mobile, or Sprint, we will send text messages using "Free To End User" texting. As the name implies, there are no costs to cardholders to receive text messages from these carriers. All other mobile carriers do not support Free To End User texting. We will send Interactive Voice Response messages to these mobile devices.
Are there costs to the cardholder for receiving Interactive Voice Response alerts?
In most cases, an Interactive Voice Response message to a landline should be free to the cardholder. If the Interactive Voice Response alert is sent to a mobile device (for example, the cardholder does not have a landline), the Interactive Voice Response 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?
Calls from a landline to our card processor 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?
Yes, cardholders can opt out of receiving SMS/text alerts. Instructions are provided in all messages sent to the cardholder.