Fraud Shield Frequently Asked Questions
Below are frequently asked questions about our Fraud Shield and CardGuardian alerts. Please take a moment to review both tabs.
1) What if I don't have a mobile phone?
If you do not have a mobile phone, then you will not be contacted via text. If we have your phone number and email on file, then you will receive the email and automated phone call.
2) What if I don’t have an email address?
If you do not have an email address, then you will not be contacted via email. We will attempt to contact you via text or automated phone call.
3) How could my card get compromised in the first place?
There are multiple ways a card can get compromised. It could be a skimming device at an ATM terminal at a financial institution or at a merchant; it could be key-logging software on your computer that captures your card data; it could be someone simply standing over your shoulder watching your card be processed in the check out lane.
4) Do I have to sign up?
Fraud Shield comes automatically on all debit cards. However, you can sign up for our additional texting service, powered by CardGuardian, that brings specific transaction types to your attention.
5) Will my new card have the same PIN as my old card?
No. It would be unwise to send a card with any of the same information as the compromised card. You can, however, choose your own PIN at our ATMs by using the new PIN we send you.
6) Do I need to call you if fraud is detected?
Please respond to the fraud alert by email, text, or phone.That will alert the bank of the issue, and we will contact you by the next business day. If you wish to speed up the process, please call after you respond to the alert.
7) Will more transactions go through if I don’t respond?
No. Your card has been frozen to prevent further potential fraudulent transactions until you respond to the alerts.
8) What if I’m out of the country or vacationing?
Always call your banker before you travel within the U.S. or outside the U.S. The Fraud Shield monitors any transactions out of the ordinary, and vacations typically result in false alarms. Also, CBBC Bank debit cards, by default, do not work outside the U.S., so it is crucial that you contact your banker before you leave.
9) If I also sign up for Card Guardian alerts, could I possibly get two texts for the same transaction?
It is possible to receive to duplicate texts. We recommend reading the text carefully because the format of Fraud Shield texts and CardGuardian texts are different.
10) Can I still sign up multiple numbers to receive text alerts on transactions?
You can only sign up multiple card numbers on the same phone number with the CardGuardian service.
11) What if I’m performing a transaction with a new vendor for the first time?
The transaction should not trigger an alert if it is a store within your normal spending habits and is located near you.
12) Will it decline automatically if going out of state?
Not necessarily. However, we do recommend letting your banker know before you leave to ensure the Fraud Shield knows where to expect transactions to occur.
13) What are the automated contact times for Fraud Shield?
Email and text is 24/7 and voice is 8 a.m. to 9 p.m.
14) Can the contact times be modified?
No.
15) If I’ve already signed up for CardGuardian alerts, will I need to re-enroll for these alerts?
No. You will continue to receive CardGuardian alerts as normal, and we recommend you continue to use this service because only you know where you have spent your money.
16) Are text alerts free?
Fraud Shield texts are completely free. CardGuardian alerts may use your data/messaging plan if your cell phone plan does not have these features.
17) Will CardGuardian text alerts be going away?
No. CardGuardian is remaining in place.
1) What happens if I don’t respond to a text alert?
Nothing. If you do not respond with the confirm fraud code within 12 hours, then the message times out. The transaction will process as a legitimate one.
2) Do I have to enter my card number online to sign up?
Yes. The text message alerts offered through CBBC Bank Debit/ATMFraud Shield are self-enroll only, as that is the most convenient way for customers to sign up. If you need assistance or would prefer signing up in person, please visit any of our branches. We are more than happy to walk you through the process.
3) I’ve received a text about a transaction that wasn’t mine. What do I do?
Immediately respond with the code provided in the text alert. This will disable your card from allowing further fraudulent transactions from occurring as well as notify the fraud department at CBBC Bank. Our staff will contact you during business hours to resolve the matter.
4) My spouse and I only have one cell phone. Can I add both cards to our cell phone?
Yes. You can add up to 10 cards per cell phone number. You will need to enroll all cards through the website.
5) Is this free?
Yes. CBBC Bank provides this service free of charge to its cardholders. The only charges you may receive are text and data charges if your cell phone plan does not include a texting service.
6) I noticed that I’m only enrolled for a year. Do I have to do anything to enroll again?
A renewal notification will be sent to you via text six days prior to the expiration date. All you have to do is respond with the code to continue the service. Three renewal text message attempts will be made before the service is set to expire.
7) I accidentally responded with the code. Can I get my card turned back on?
Contact CBBC Bank immediately if you responded by accident. We cannot guarantee that a card can or will be turned back on in the event that an accidental response is sent.
8) I went on vacation, and I am getting an alert on every transaction. What’s going on?
The pre-set alerts for the texts will notify you of every transaction that occurs outside the State of Tennessee. You may receive more texts than usual while traveling – depending on your card usage.
For questions you may have that are not answered on here, please contact Sean Garrett at (865) 380-1358 for further assistance.