Coastal Debit-Credit Card Fraud Protection, New Change Means Faster Service for Members

Lisa Sullivan

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Published on 05-15-2015

Categories: Member Tips

Woman on phone

As part of our continuing effort to bring the best technology and service to our members, we at Coastal Federal Credit Union are upgrading our Fraud Detection and Notification System. The new system will provide more immediate attention to notify our members faster when fraud is suspected. The notification portion of the system includes a state-of-the-art automated assistant to help our members review transactions and confirm their spending activity on your Coastal Debit Cards.

If you receive a notification call from our automated assistant, whom we have nick-named “Jill”, please work with her to answer questions regarding recent card activity. If you have caller ID, then the information that will appear on your phone will be “CU Card Security” rather than a phone number. Please also be aware that our Card Member Security team that provides fraud alert management is available 24 hours per day, 7 days per week should you need assistance from a live agent.

If you confirm a fraudulent transaction, your call will be transferred to our outstanding member support team at Card Member Security to help you take the necessary precautions to protect your cards and related accounts. Other reasons you might be transferred to a live agent are –

  • You are unable to successfully validate ID info available (date of birth, last 4 digits of your social security number or your ZIP code associated with the account)
  • If the Automated Assistant does not receive a response from you when attempting to review transaction details (and that may not be User error either; it just may be a technical glitch)

If the recent activity is legitimate, you will be able to end the call with the phone attendant using your  touch-tone phone; thus, closing your case.

Because your privacy and security is of the utmost concern to us, the Auto Assistant will never ask for 16-digit card numbers, partial card numbers, PINs, Card Validation Values, etc. The Auto Assistant will ONLY ask members to provide one of the following for identity verification purposes: date of birth, last 4 digits of your social security number or your ZIP code associated with the account. That’s it.

How does this change benefit you?

The Automated Assistant will help us increase the number of resolved cases of fraud or suspected fraud. More call attempts to each member per case will allow us to close more cases as fraud (or as legitimate transactions). Reviewing more resolved cases on our end will also help us identify new fraud trends and thus, allow us to make further changes to our systems as needed.

Our goal is to stay on top of issues like fraud detection simply because your privacy and security is important to us. It’s just another way we at Coastal provide outstanding member service.

If you have any questions, please don’t hesitate to contact us at 800-868-4262.

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