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SECURLOCK COMMUNICATE

DETECTING FRAUD BEFORE IT HAPPENS

Protecting you from unauthorized use of your debit card is one of our top priorities. We’re happy to introduce SecurLOCK fraud monitoring for your FNB Debit Card.  SecurLOCK provides the most comprehensive fraud monitoring to help protect your accounts. Its real-time response capabilities ensure that when fraud is suspected, the transaction will be denied and you will be notified.

Q. What is SecurLOCK Communicate?
SecurLOCK is a state-of-the-art program used to analyze specific factors about each transaction and rate the transaction on the likelihood of being fraudulent.  Whenever high-risk transactions occur, SecurLOCK will automatically decline those transactions.  A SecurLOCK fraud specialist will notify you that a potentially fraudulent transaction has been declined and provide you with the details.  If the declined transaction is legitimate, the details will be made part of your card profile for future approval.

Q. Is this service 24 hours, or only at certain times?
A. SecurLOCK agents are available 24/7.  Cardholders will not be called after normal waking hours. Emails will be sent 24/7. Text will be sent from 7:00 am to 10:00 pm. Calls will be made from 8:00 am to 9:00 pm.

Q. How can I stop text messages if I don’t want to receive them any longer?
A. All you need to do is respond back to the SMS text alert with the word STOP. U.S. consumers who have service through AT&T, Verizon, Sprint, and T-Mobile will not be charged message or data rates for our fraud alerts. We absorb that cost for you!

Q. Can the alerts be sent to me if traveling internationally?
A. We are unable to send text or phone calls internationally, but please make sure your email address is current as we can always email you 24 hours a day 7 days a week.

Q. How do I enroll my FNB Debit Card?
A. We have already included you in these enhanced services as part of our fraud protection services.

Q.  How much does this service cost?
A.  We offer this service free of charge.

Q. What triggers these alerts?
A. Transactions that we have identified as potential fraud trigger the alerts.

Q. If I receive an alert, does that automatically block my account from further purchases?
A. The majority of suspected fraud accounts will be blocked. However, some lower risk items may not be declined.

Q. If I respond back that the transaction(s) are valid, will you automatically unblock my account?
A. Yes, though please keep in mind that it could take 5 – 10 minutes for a block to be removed in some situations.

Q. Is there a difference for consumers and businesses cardholders?
A. No.

Q. Can I establish preferences through my mobile app?
A. Communicate alerts are not configured through a mobile app, but rather through our fraud systems. The standard order of engagement is:

  • Text
  • Voice Call
  • Email

Alerts generated overnight result in an email only until calling and texting hours are available. Text will be sent from 7:00 am to 10:00 pm. Calls will be sent from 8:00 am to 9:00 pm.

Q. How do incoming and outgoing voice calls work?
A. Communicate actions are triggered by today’s existing fraud alerts through the SecurLOCK system. If a mobile phone is on record, a text alert will be triggered first. All numbers on record that are identified as a mobile phone will be utilized. Communicate has technology that allows it to determine if a phone number is a mobile or land line, so indicators within the processing platform are not required. If we do not receive a response to the text(s), the system sends an automated voice call asking you to confirm if authorizations are valid or unrecognized. If you select “Not Recognized,” the call is transferred to an agent to confirm the fraudulent transaction(s). If there is no response to the text or voice call, an email is sent requesting that you confirm the transactions are valid.

To report a lost or stolen chip-enabled FNB Debit Card please call
1-877-226-2351.

If your particular question or concern is not addressed here, please contact the bank at 618-965-3441.