Fraud alerts are automated phone calls, text messages and emails that are sent when potentially fraudulent purchase activity has been detected on a credit/debit card account. Messages are triggered by the MCFCU fraud detection system.

Text messages will be sent to cardholders in the 50 United States at no charge.

Customers with international telephone numbers will only receive emails. They will not receive text messages or phone calls.

Fraud alerts are sent to cardholders when potentially fraudulent transactions are detected on their accounts. We want to ensure that any questionable transactions were authorized by the cardholder.

We will not transmit sensitive personal information through alerts.

If you are travelling within the U.S., you will receive phone calls, text messages and emails. If you are travelling internationally, you will receive emails. You will only receive text messages if your mobile phone plan allows you to receive them while traveling outside of the United States.

Any phone numbers that MCFCU has in your records may be sent alerts.

You can update your contact information by updating your account profile in digital banking, by calling the number on the back of your card, or by visiting a branch.

1. You can opt out of text alerts by replying “STOP” to the text message.
2. You can opt out of phone calls when the alert system calls you.
3. Click on the Unsubscribe link in the email to stop the emails.
4. Contact our Call Center to ask to stop receiving fraud.
5. Visit a branch to ask to stop receiving fraud.

If you accidentally opted of out text alerts from a mobile phone, when the digital system calls to verify activity, the system will provide the opportunity to opt back into text alerts for the mobile phone.  For all fraud alert types, please call the number on the back of your card to re-enable fraud alerts to an email address, a mobile phone or landline phone number. You can also visit a branch for assistance.

Fraud Alerts are transmitted to the phone number(s) and/or email address associated with the card used at the time of the transaction. If a joint cardholder is receiving alerts, it is because that cardholder’s phone number and/or email address is associated with the card transacting. If the fraud alerts should have gone to another cardholder on your account, we ask that you update the contact information for that cardholder.

Upon confirming that a transaction is valid, you may retry the transaction immediately.

When you mark a transaction as fraudulent, the response message you receive will include our fraud detection department’s toll-free number and it asks that you call to review the card activity, or you will receive a call from a fraud detection agent to review. The agent will be able to review the activity with you and clear the card for use.

Please report the unauthorized transaction immediately by calling the phone number provided in the alerts or the number on the back of your card. The agent will then take care of marking the transaction as fraud and close the card.

Please monitor your transactions regularly and review your statements very carefully and immediately report any fraudulent activity to us. Responsibility may depend on the type of card you have and should be verified with us immediately.

You may report unauthorized transactions to us in one of three ways:

1. Calling us at 419-783-6500
2. Mailing a written notification to us at PO Box 608, Defiance OH, 43512
3. Contacting us using our online contact form

We recommend that you contact your wireless service provider if you lose your phone. If you plan to change your cell phone number, please update your contact information by updating your account profile in digital banking, by calling the number on the back of your card, or by visiting a branch.

Your card may be blocked for use and future transactions would be declined until the fraud alert is cleared.

You may call our Customer Service phone number at 419-783-6500.

You will automatically be enrolled to receive all fraud alerts via the contact methods on your account, ie., email address, cell phone, home phone, work phone, etc.

Your account may be blocked due to the potentially fraudulent activity. You may call or visit your nearest branch to review your account activity. It is recommended to have at least one way to be contacted via the fraud alerts system to allow us to reach you quickly to review suspect activity and keep your card available for use.

No. Commands can be sent as upper-case, lower-case or a mixture of both.

Yes, you may use up to 2 phone numbers for Debit, and up to 3 phone numbers for Credit.

If your card is lost or stolen, when you are issued a new number, your card account is automatically updated, and you automatically retain the ability to continue receiving fraud alerts.

Yes. Our priority is to protect your personal information. When you return a fraud alert message, we will ask for the unique case # to your specific fraud alert.

Call times follow the TCPA (Telephone Consumer Protection Act) rule of not occurring before 8 am and not after 9 pm in the cardholder’s respective time zone.