We frequently and routinely communicate with our members regarding transactions, account activity, security alerts, and other important matters. However, scammers know this, and they know that a message involving your money is likely to get your attention.
That’s why fraudsters may create telephone calls, text messages, or emails that appear to come directly from us. They may even know personal information about you or make your financial institution’s real telephone number appear on caller ID.
The safest approach is not to decide whether a message “looks real.” If an unexpected communication asks you to act involving your money, account, or personal information, independently verify it through a channel you already trust.
- Don’t Rely on Caller ID
A caller may appear to be calling from your bank or credit union’s actual telephone number. The institution’s name may even appear on your screen.
Caller ID can be spoofed, so the displayed name or number does not prove who is calling.
If an unexpected caller raises a concern about your account, end the call and contact your financial institution yourself.
- Don’t Rely on What the Caller Knows About You
A scammer may know your:
- Name.
- Address.
- Telephone number.
- Email address.
- Financial institution’s name.
- Last four digits of an account or card.
- Other personal information.
Information can be obtained through data breaches, compromised accounts, social media, public records, and previous scams.
Knowing information about you does not prove that someone works for your financial institution.
- Contact Your Financial Institution Yourself
If you are unsure whether communication is legitimate, independently contact us.
Use:
- The telephone number printed on the back of your debit or credit card.
- A telephone number on a trusted account statement.
- The financial institution’s official mobile app.
- A website address you already know or have bookmarked.
Do not use a telephone number or link from the suspicious communication you are trying to verify.
- Protect Your Online Banking Credentials
Do not provide your online banking username, password, or PIN to someone who unexpectedly contacts you.
If you believe there is a legitimate account problem, contact your financial institution independently.
- Never Give Another Person Your Verification Code
A one-time verification or authentication code may be sent to you when someone attempts to sign in, reset a password, or perform another protected account action.
- Be Cautious with Links in Texts and Emails
A message may direct you to a website that looks like your financial institution’s normal login page.
Instead of using an unexpected link:
- Open our official app.
- Use a bookmark you previously created.
- Type a website address you already know.
- Contact your bank or credit union independently.
You are allowed to stop a financial transaction and verify what is happening.
Five Steps to Verify Before You Act
- Stop. Do not allow urgency to force an immediate decision.
- Do not use the link or telephone number provided.
- Open your financial institution’s official app or use contact information you already trust.
- Ask whether the alert, transaction, or request is legitimate.
- Only take action after you have independently confirmed what is happening.
