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New credit card fraud monitoring process means changes

Educators’ credit card processing vendor will update the alert system for potential credit card fraud. The new process allows for much quicker cardholder contact, meaning fraud can be caught much sooner.

The steps are detailed below and will go into effect on May 25. Cardholders are encouraged to add the fraud number to their mobile phones as “Educators Fraud Center” so if a call comes, you can feel confident answering it and verifying or denying fraud.

Additionally, the processor is also upgrading their network, allowing the program to learn cardholders’ spending habits and recognize fraud patterns from national data in an effort to help protect cardholders from fraud.

An important item to keep in mind is that when Educators or our processor calls you, we will NEVER ask you to give out your account number or personal identification number.

What cardholders need to do

The steps:

  • When fraud is suspected, you will receive an automatic email from Educators, and you can reply via email with “fraud” or “no fraud.”
  • One minute after the email, you will receive a text message from shortcode 32874, which also has the “fraud” or “no fraud” option.
  • If there is no response to the email or text message, you’ll receive an automated phone call to deny or confirm fraud.

What you should know:

  • The phone number for the fraud call is 1-800-417-4592. Add this number to your cell phone as “Fraud Center” to help verify it is a legitimate phone call.
  • These messages will NEVER ask you for your account number or PIN.

Get in Ctrl

Another great way to help protect your Educators debit and credit cards from fraud is to download the new Ctrl app from Educators.

You can turn your cards on and off with just a swipe, and you can also set limits based on geography, transaction type, merchant type and more. You can also get notifications on your mobile device of pending charges, so you know when your cards are being used.

Download Ctrl at bit.ly/ecuctrl for your mobile phone.

8 thoughts on “New credit card fraud monitoring process means changes

    1. You’re welcome. We hope to head off any concerns about the automated phone call before they happen. Please share with your friends and family who may be members.

  1. contacted by the fraud center; when I called back I was hung up on after I said there was some fraud through the automated message menu. When I called back I had to spend 10+ minutes on hold only to be told “We don’t have any representatives who can help you at this time, please call back later”….. I did it one more time and was also told to call back.

    1. Hi, Nelia,

      Can you give us a call (800) 236-5898 and ask to speak to Card Services? They will be able to help you out.

      Thank you.

  2. I received an email from PRISMALERTS@ecu.com, I didn’t answer right away so I got a call from Texas Hill Country Bank asking me to verify the transactions or report them. Is this who am I supposed to be talking to, it seemed strange that I didn’t get a call from Educators.

    Thanks

    1. Hi Cinthya, by any chance do you have a record of the phone number that called you? We don’t have any affiliation with Texas Hill Country Bank, so we would like to know more about the phone call that was placed to you from them.

  3. I got a text that said it was from ECU that said my card was declined and it gave me a number to call, when I called it, the lady asked me for my card number, so I hung up. I’m wondering why they would need my card number.

    1. Thank you for sharing this Heidi, when you have the chance, can you let us know the number you were told to call?

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