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Debit Card Fraud Verification - REDiVerify and TR&FP

CCB Fraud Alert Notifications

Overview

REDiVerify monitors client debit card activity for potential fraud. The client-facing purchase verification process notifies clients in real time by automated text message from 47334 when fraud is suspected. Clients also receive an email notification as a back up to ensure they are aware of any transaction issues. If a client does not have a cell phone number on file, the client receives a call from 866.446.1415 to validate the transaction.

To take action on a CCB fraud alert, clients simply reply Yes if authorized or No if unauthorized. 

Types of Fraud Alerts

  • Blocked Transaction: The Blocked TXN alert declines the transaction at the time of purchase, but CCB will not deactivate the card. 
    • Client can reply Yes and try the transaction again.
      • Transaction must be completed within 20 minutes and the amount must be no more or no less than 20% of the original amount. 
    • If the transaction is unauthorized, the client replies No to the text and the card is deactivated.
  • Possible Unauthorized Transaction:  The Possible Unauthorized TXN alert allows the transaction to process, but CCB may deactivate the card until the client verifies the transaction to prevent further possible fraud. Clients receive a text message after they conduct a transaction to ensure the transaction was authorized. The client responds with yes or no.
Automatic debit card deactivation. For added protection in certain situations, we now can block further use of a client's card until we receive confirmation that the transaction is authorized.


If the transaction is unusual or the client replies No, that's when the status C happens. C – Card Blocked REDi Status (similar to a warm). To take action on a CCB fraud alert, clients simply reply Yes if authorized or No if unauthorized. 

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Opt-in / Opt-out Text Alerts

Opt-Out - Text Alerts:

Counsel the client AGAINST opting out of the fraud text alerts as these alerts provide real-time protection. 

Clients may opt-out at any time if they no longer wish to receive SMS fraud alert text messages by responding STOP to the text message received or by texting STOP to 47334.

Clients who opt-out of text alert will receive fraud alerts phone calls from 866.446.1415 to validate a transactions. 

Opt-In - Text Alerts:

Client may opt back in to SMS fraud alert text messages by texting CCBG to 47334.

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Office

There are several scenarios where clients often ask for assistance pertaining to potential fraud and CCB Fraud Alert transaction notifications. Select the relevant scenario and follow the procedures:

Client contacted by the CCB Fraud Alert system and responded:

Yes - Transaction is Authorized (not fraud)

Current card status in passport: A - Active

  • If a client confirms transaction(s) as authorized (replied Yes) and the card is in an active status, no further action is required.


  • If a client ACCIDENTALLY replied YES, and the transaction(s) are really fraudulent:
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No - Transaction is NOT Authorized (Fraud) 

Current card status in passport: C - Card Blocked REDi

  • If a client confirms transaction(s) as fraudulent (replied No) with REDiVerify:


  • If a client ACCIDENTALLY replied No, and the transaction(s) are really authorized:
    • Client in person - contact Call Me Direct (CMD) at ext. 397100 to approve transactions and update card status.
    • Client on phone - advise the client to contact Bank Direct at 850-402-7500 or 888-671-0400.
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Client Failed to Respond to CCB Alert Text or Phone Call

If a client fails to respond to a CCB Alert within 120 hours, the card status is set to: C - Card Blocked REDi

  • If a client contacts you to confirm transaction(s) as authorized (not fraud):
    • Client in person - contact Call Me Direct (CMD) at ext. 397100 to approve transactions and update card status.
    • Client on phone - advise the client to contact Bank Direct at 850-402-7500 or 888-671-0400.


  • If a client contacts you to confirm transaction(s) as fraudulent:
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CSC

There are several scenarios where clients often ask for assistance pertaining to potential fraud and transaction notifications. Select the relevant scenario and follow the procedures. 

Client contacted by REDiVerify and responded:

Yes - Transaction is Authorized (not fraud)

Current card status in passport: A - Active

  • If a client confirms transaction(s) as authorized (replied Yes) and the card is in an active status, no further action is required.


  • If a client ACCIDENTALLY replied YES, and the transaction(s) are really fraudulent:
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No - Transaction is NOT Authorized (Fraud)

Current card status in passport: C - Card Blocked REDi

  • Identify the client with the Phone Identity Verification procedure. 
    1. Remember: you must verify Inquiry Code or PAC.
      • If using the PAC, ensure the PAC identifiers (cell number and email) have not changed within 30 days.
    2. If still unsure of the client's identity, refer to the fraudster checklist. 
      • Do not assist a potential fraudster or phisher. If you are not sure, ask the caller to visit an office to confirm his/her identity in person.


If a client confirms transaction(s) as fraudulent (replied No) with REDiVerify:


If a client ACCIDENTALLY replied No, and the transaction(s) are really authorized:
  • Access REDiVerify > Fraud > Card Search.
  • Search by Client Name, Card Number of CIF.
  • Transaction history reflects REJECTED status for the transaction(s) where the client replied No. 
  • To approve the transaction, click on the word REJECTED.
  • Use the Verification Status drop-down menu to choose APPROVED.
  • Click Update Status.
  • In the Card section > Status, click the red thumbs down to activate the card and set the thumb to green.
    • This activates the card in real time and resets the card to Active in Passport. 


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Debit Card Issues - Flow Chart

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REDiVerify Statuses

The following are transaction statuses that may be reflected in the transaction history in REDiVerify:

  • Pending: Awaiting clients response
  • Rejected: Client has responded No to confirm fraud
  • Suppressed: No CCB alert notification sent 
  • Accepted: Client authorized charge


Note: All transactions showing a Pending or Rejected status must be changed to Accepted in REDi before the card can be reactivated in REDi.

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Transaction Timeline

The timeline in REDi allows you to view the timeline of events with email and text message notification (location, date and time) and how the client responded.  

To view the timeline, do the following:

  1. Access REDiVerify > Fraud > Card Search.
  2. Search by Client Name, Card Number or CIF.
  3. Click one of the following:
    • Merchant hyperlink
      • Click View Timeline. 
    • Transaction status
  4.  Scroll to view the timeline of events including
    • Text message and e-mail notification notification (location, date and time) 
    • How the client responded 
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Opt-in / Opt-out Device History

To view the history of device opt-in / opt-out selections, do the following:

  1. Access REDiVerify > Fraud > Card Search.
  2. Search by Client Name, Card Number or CIF.
  3. Click Device History.  
  4. Client may opt back in to SMS fraud alert text messages by texting CCBG to 47334.
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REDiVerify Log In/Password

REDiVerify prompts users to change their default password when you access to the system for the first time.  You MUST change your password to meet the following requirements:

  • Minimum of 10 characters
  • One uppercase
  • One number
  • One special character
  • Minimum of 10 characters
  • Cannot be the same as the last 10 passwords
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