SecurLOCK Communicate
SecurLOCK™ Communicate protects cardholders by immediately alerting them of potential fraud on their card through real-time engagement.
SecureLOCK Cardholder FAQ's
Q. How do customers enroll? A. As long as the CTFCU has your cell phone number on your card account, you are already included in these enhanced services as part of our fraud protection services. If CTFCU does not have your cell phone number, make sure you call, ASAP to give it to us, if you want to be included.
Q. What triggers these alerts?
A. Transactions that we have identified as potential fraud trigger the alerts.
Q. If I receive an alert, does that automatically block my account from further purchases?
A. The majority of suspected fraud accounts will be blocked, just as they are today. However, some lower risk items may not be declined.
Q. If I respond back that the transaction(s) are valid, will you automatically unblock my account?
A. Yes, though please keep in mind that it could take 5 – 10 minutes for a block to be removed in some situations.
Q. Is this service 24 hours, or only in a certain window?
A. In other areas of business, we have calls only going out during certain hours so cardholders aren’t being called after normal waking hours. Emails will be sent 24 hours. Text will be sent from 7:00 a.m. to 10:00 p.m. in the cardholder’s time zone. Calls will be sent from 8:00 a.m. to 9:00 p.m. in the cardholder’s time zone. Texts and voice calls pending from the night before will be triggered the following morning at the applicable time noted above. Agents are available 24/7.
Q. How can I stop text messages if I don’t want to receive them any longer?
A. All you need to do is respond back to the SMS text alert with the word STOP. U.S. consumers who have service through AT&T, Verizon, Sprint, and T-Mobile will not be charged message or data rates for our fraud alerts. We absorb that cost for you!
Q. Will the product work for customers residing in Canada?
A. For Canadian consumers, both text and email alerts are available.
Q. Can the alerts be sent to customers travelling internationally?
A. These customers have U.S. numbers, but are travelling overseas, possibly on a non-US carrier. We are unable to send text or phone calls internationally, but please make sure your email address is current as we can always email you 24 hours a day 7 days a week.