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 the card may be deactivated until we receive confirmation that the transaction is authorized.

If the card is deactivated or the client replies No, the card status in Passport changes to C – Card Blocked REDi. If the client replies Yes(authorized) the card status is automatically updated to A - Active. 

Why is my card declining?

I’m seeing that our system flagged a recent transaction as possible fraud. When that happens, we try to reach you via text or phone call to confirm it was an authorized purchase. We also send notice by e-mail. Until we hear an ok from you, we may automatically deactivate your card to protect you against any further fraud attempts. 

If the purchase we flagged was something you recognize, all you need to do is reply YES to confirm it was authorized, and your card will be reactivated automatically.

Do you recall receiving a text or phone call asking you about a recent purchase? [If client answers that they did not] May I verify the contact information we have on file?

I understand having trouble with your debit card is frustrating. A couple things that may help you avoid having this trouble in the future:

• Always scan your card using the chip versus the magnetic strip. That’s a more secure way to pay, and because of that, purchases using the chip are less likely to be flagged.
• When making purchases on your card, have your phone handy whenever you can so that if you receive a text or call, you can respond right away. We only ever ask for a quick reply of YES or NO, and our systems process your reply immediately so it only takes seconds.

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Visa Provisioning Alerts - Apple/Google Pay

These alerts are most often send when clients add their debit cards to a digital wallet or merchant app.

• This type of alert does not include the merchant name, so you may ask your client “Did you recently add your debit card to a digital wallet like Apple Pay or Google Pay, or a merchant app like Chick-fil-A, Target or Starbucks?”
• The card will be deactivated until the client authorizes this activity in the same way it would with an actual purchase. “We see fraud where people add stolen cards to digital wallets, so we just want to confirm with you. If you respond YES to the fraud alert, your card will be reactivated.” 

See Debit Card Fraud Verification - REDiVerify and TR&FP for more on how to handle client inquiries regarding potential debit card fraud.

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Zero-dollar Alerts - Online Payment/Purchase

Zero-dollar alerts include the name of the merchant but a transaction amount of $0.00.

• These types of alerts may occur when a client is using their debit card to make an online payment or purchase, so you may ask your client, "Did you recently attempt to use your debit card to make a payment or purchase online?"
• In some cases, merchants send these "preauthorization transactions" to verify the payment method before initiating the actual charge.
• The client's card will be deactivated until they authorize this activity in the same way it would with an actual purchase.

See Debit Card Fraud Verification - REDiVerify and TR&FP for more on how to handle client inquiries regarding potential debit card fraud.

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Business Cards

In instances where a business has multiple employees holding a company card, we are currently only able to send alerts to the phone number listed on the business CIF. We are investigating an enhancement that will provide a longer-term solution and allow us to send alerts to the cardholder instead, but in the meantime:

• Check for a card status of C, which indicates the card has been deactivated because of a flagged transaction.
• If the purchase was authorized and the client still has the unexpired alert text (sent within 120 hours), they can reply YES to reactivate. 
• If the client did not receive a text alert, please take a moment to verify the phone numbers on the cardholder CIF are correct and listed in the proper fields (for example: mobile versus home) and make updates if necessary.
• If the cardholder is not the primary on the business CIF, send an e-mail to _Transactional Risk & Fraud Prevention requesting the cardholder's mobile phone number be added to REDiVerify.
• If the text alert is expired (older than 120 hours), contact Call Me Direct (CMD) at ext. 397100.

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Fraudulent Alert Scams

We know scammers are using faked fraud alerts to trick people into sharing sensitive information. One way to know the difference between legitimate and faked alerts is what the client is being asked to provide.    

Capital City Bank will NEVER ask clients to confirm any of the following information under any circumstance, be it for identification or to assist with any debit card or account servicing issue: 

• Full debit card number – we would only ever identify a card by the last four digits
• Debit card PIN 
• Debit card CVV 

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Client reports that they cannot reply to a CCB Alert text?

Most often this is due to the notification being expired. However, the client should receive an “Expired Transaction” reply when attempting to reply to an expired notification. 

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Why was there a delay in receiving a CCB Alert?

Most of the time the client will receive the alert within minutes of the transaction. However, a merchant can batch transactions and send them at a later time. Alerts are triggered when the transaction is processed, if there is a merchant delay the client will not receive the alert at the time they made a purchase. Most often these will be online transactions. 

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What is REDiVerify / CCB Fraud Alerts?

REDiVerify is used for monitoring debit card fraud. It gives clients more control of the transactions that occur on their cards. In the event of an unusual or suspicious debit card transaction, clients are sent a CCB Text Alert and email with details of the transaction. 

Clients are able to indicate, through text responses, whether the transaction is authorized (Yes) or not authorized (No).

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How are clients notified of possible fraud?

Clients a receive a text (or phone call) and an e-mail.  

If a client does not have a cell phone number on file, or opts-out of the text alerts, clients will receive a phone call from 866.446.1415 to validate transactions.

It is very important that cell phone and e-mail information on file be current and accurate. 

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When are clients notified of possible fraud?

When our system identifies a recent transaction as possible fraud, we attempt to reach the client via text or phone call to confirm if the purchase was authorized.

See Overview > Types of Fraud Alerts for more information.

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How do I assist a client if they report their card is not working?

If a client is reporting their card is not working:

1. Check for a card status of C to confirm the card has been deactivated.
2. Ask the client if they received a fraud alert text. If the purchase was authorized and the text alert is unexpired (received within the last 120 hours), they may still respond YES to the alert to reactivate their card.
3. Explain that it’s important they review the transaction details in all CCB Alert texts and reply either YES or NO.
4. If the client did not receive a fraud alert text, please take a moment to verify the phone numbers we have on file are correct and listed in the proper fields (for example: mobile versus home) on the CIF record then contact Call Me Direct (CMD) at ext. 397100 for card assistance.
5. If the alert it is expired (older than 120 hours), contact Call Me Direct (CMD) at ext. 397100.

See Debit Card Fraud Verification - REDiVerify and TR&FP for more on how to handle client inquiries regarding potential debit card fraud.

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Do I need to change the card status from C-Card Blocked REDi to H-Hot if the client confirms fraud?

Yes.

Associates must change the card status from C-Card Blocked REDi to H-Hot in Passport when the client contacts you to confirm fraud.

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What if the client doesn't have a cell phone or email?

The CCB fraud alert system calls the number on file and prompts the client to respond Yes or No to authorize a transaction.

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If a transaction is blocked, and the client responds Yes to text notification, can they try the transaction again?

Yes.

Clients have a 20 minute window to re-try the blocked transaction. Clients MUST ensure that the re-run transaction is within + or - 20% of the original transaction.

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If the client is not in possession of their cell phone - how long do they have to verify the transaction?

Transactions sit in pending for 120 hours.

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What happens if the client does not respond in the 120 hour window?

The client can no longer reply to the text alert or phone call after 120 hours and the transaction status will change to Expired.  

If the blocked transaction resulted in a card status C - Card Blocked REDi, the client will have to contact Bank Direct at 850-402-7500 or 888-671-0400  or associates can contact CMD at ext. 397100 for assistance.

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If a client's card becomes hot carded and it is later discovered that there was no fraudulent activity and the client had there card the entire time can a new card be ordered with the same number?

No. 

A hot card CAN NOT be brought back to A-Active. A new card with a new number must be issued.

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Can we set up a merchant as pre-approved for a specific client?

No.  

The client will have to approve each CCB Alert sent.

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If a client confirms a transaction and/or indicates that transactions were authorized, and the card is in a C - status, can the card can be made A-Active again?

Yes. 

If a client is in the office or on the phone, contact Call Me Direct (CMD) at ext. 397100 for assistance in changing a card status. Clients can contact Bank Direct at 850-402-7500 or 888-671-0400.

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