At First Mid, it is our goal to minimize your exposure to risk or the impact that fraudulent activity could have on your account. Our fraud detection service monitors debit card transactions to detect suspicious or potentially fraudulent transactions.
What kind of charges are considered suspicious?
Transactions that could be considered suspicious include:
- a change in your normal purchase patterns – such as a string of larger than normal purchases
- a change in location – if you plan to use your debit card while traveling outside your normal spending area, you should contact us ahead of time
- any pattern associated with new fraud trends
When suspicious activity is detected on your debit card, you will be contacted by text or phone to determine if the charges were truly fraudulent. The first thing to know is that our Fraud Detection Service will NEVER ask for full account information or detailed personal information.
What happens if I receive a text?
If you receive a text, all you have to do is respond to the text to confirm the transaction. If you indicate the transaction is fraudulent, you will receive another text message with a number to call. However, if you indicate the transaction is legitimate, you will not have to do anything else.
What happens if I receive a call?
When contacted by phone, you will be asked for partial information used to verify your identity, and you will be asked to verify recent transactions. If contacted through an automated system, you will be able to respond using the keypad on your phone. If contacted by a representative, they will identify themselves as a First Mid Fraud Detection Representative.
What happens if I cannot be reached?
If you cannot be reached by text or phone, the fraud detection service will leave a voice message and request that you call them back toll free at 1-877-253-8964. If they are unable to reach you, for your protection, they could put a block on your card so that no fraudulent charges can be made. It is important to keep us informed of your correct phone number to avoid having your card blocked, should suspicious activity be detected and you need to be reached.
How can I protect myself from debit card fraud?
When using your debit card in stores or ATMs:
- Cover your card and shield anyone from seeing your PIN
- Be wary of people trying to watch over your shoulder as you conduct transactions
- Watch for cashiers taking your card out of site – it’s always better to conduct the transaction yourself
- Watch for cell phone cameras or mirrors used to view your card as it’s being used
- Do not conduct business at an ATM if you feel uncomfortable with the surroundings
- Do not insert your card into an ATM or payment terminal if you notice an unusual device covering the card slot
When you are online:
- Never respond to unsolicited emails that ask you to verify your card information or bank account number
- Never respond to unsolicited emails that include links to websites where you would use your card to make a purchase – even fraudulent sites can look legitimate
When you are solicited by phone:
- Never provide your card number to a “salesperson” who has solicited your business by phone
- Never provide detailed information about yourself over the phone, including your date of birth, social security number
Visa has a website to help cardholders and small businesses protect payment card account information, avoid payment card scams and resolve unauthorized use of their cards. Visa’s new website at www.visasecuritysense.com is available in both English and Spanish and intends to educate consumers about protecting themselves and their personal information.
Even if you have not been contacted by our Fraud Detection Service, you may encounter times when a card transaction is declined. Below we’ve identified the most common reasons a transaction may be declined:
- Card Compromise – Your card was identified as being part of a larger card compromise. Card compromises are not caused by the bank, but instead by criminals gaining access to card information through fraudulent activity – generally targeted at a specific retailer or website. A compromised card is at risk of being used fraudulently to steal your funds.
- Counterfeit Card – If a counterfeit copy of your card is detected, we block the card number and immediately contact you via phone. A new card is then issued to you along with a new PIN.
- Suspicious Activity Denial – The attempted transaction stands out from your usual spending pattern or is at a location flagged for “high fraud activity”.
- Restricted Area – If an area, outside our normal service area, has a high volume of fraudulent transactions, it is sometimes necessary to place temporary restrictions on card usage until the “high activity” subsides. Online Purchases may be declined if transactions for the selling company fall within a restricted area.
- Bad Card Read – Wear and tear on your card, or the card reader, may also generate a decline or swipe read error. Keeping your card clean and away from strong magnetic fields will help increase the longevity of the card.
- Insufficient Funds – Insufficient Funds in your account will also trigger a decline. Unfortunately, not all fraudulent attempts are caught and blocked. If a fraudulent transaction posts to your account it will affect your available balance – just like any other transaction would.
What if I get declined?
Should your card be declined, here are the next steps you should take:
- Try again choosing Debit as the transaction type. (PIN Required)
- Try using an ATM, as it will display a reason for denial code.
- Immediately contact the bank for assistance at 1-877-888-5629 during regular business hours.