Fraud Center (ATM or Debit Card Fraud Protection)
Citizens Bank & Trust Co. is pleased to announce an upgrade to our current fraud protection for ATM and Debit Cards. This solution will offer state-of-the-art fraud monitoring and detection managed by a team of Fraud Analysts who will be available 24 hours a day, 7 days a week. The safeguarding of your accounts is very important to us, and we are excited to be able to offer this FREE service to all of our customers.
How it Works
Our system is designed to detect fraudulent activity on your debit card. Each transaction that we monitor is scored based on a predefined set of rules. Following is the process followed during the lifecycle of a single transaction:
- Each transaction is scored at the point-of-sale for fraudulent activity.
- If the transaction is scored with a high risk level, it is passed on to one of our Fraud Analysts.
- The analyst will research the transaction and contact the card holder if he/she believes the transaction is suspicious.
- If the card holder can verify the transaction as legitimate, no further action is necessary.
- If the card holder is able to verify the transaction as fraudulent, the analyst will block the card to prevent any further fraud.
- In the event that a fraudulent transaction is confirmed, we will contact you during the next business day to begin the process of ordering you a new card, and filing any necessary fraudulent dispute forms.
Note: To ensure we can continue to reach you whenever potential fraud is detected,
please keep us informed of your correct phone number and address at all times.
What should I expect if a potentially fraudulent transaction is identified on my ATM or Debit card?
You will receive a phone call to the phone number associated with your account from one of our fraud analysts.
How will the Fraud Analysts identify themselves?
If you receive a call from one of our fraud analysts they will state their name and say that they are calling on behalf of Citizens Bank & Trust Co. The analyst will request to speak to the owner of the card and ask them to identify themselves to verify ownership of the card.
Why do I have to verify my identity with the fraud analysts?
For security purposes, our fraud analysts will always verify the identity for the primary cardholder of the account. You will be asked to verify your identity based upon recent purchases you have made with your card. For card holders who choose not to verify any type of personal information, the analyst will request that you contact us directly for further information. Please note that if you decide to contact us directly, we will only be able to assist you during normal business hours.
What happens if I receive a call from a fraud analyst? Will my card be blocked from use?
If you verify the transaction(s) as authorized, your card will not be blocked. You will be able to use your card as normal. If you verify the transaction(s) are not authorized, your card will be blocked to prevent any further fraudulent transactions.
What happens if I receive a call from a fraud analyst, but am unable to answer my phone?
If you are unable to answer your phone, the analyst will leave a message. The message will state the purpose of the call, and will give you a call back number. During this time, your card will be placed with a temporary block until you are able to return the call and verify the transaction(s) in question.
Will the fraud analysts call me during the middle of the night?
By law, our fraud analysts are only allowed to call you between the hours of 8:00 AM and 9:00 PM local time. If suspicious transaction happens after 9:00 PM, our fraud analysts will wait until after 8:00 AM of the following day to contact you.
What do I do after I verify a fraudulent transaction?
If fraud is verified on your account, your ATM or Debit card will be immediately blocked. In addition to this, Citizens Bank & Trust Co. will contact you in regards to getting a new ATM or Debit card ordered. If necessary, we will also assist you in disputing any fraudulent transactions that may have occurred with your card.
What should I do if I am going to be traveling?
In the event that you will be traveling, we ask that you please attempt to notify us ahead of time. In doing so, we will notify our fraud analysts so that they are able to make the appropriate determinations on your behalf.
What can I do to help Citizens Bank & Trust Co. protect my account from ATM or Debit Card fraud?
Our system is dependent on having the most current contact information on file for your accounts. We ask that you please notify us whenever any of your contact information has changed (phone numbers, address, e-mail, etc). If you are uncertain if your contact information on file with us is current, please contact us directly at (479) 474-1201.
*If an unauthorized transaction appears on your statement, you should contact Citizens Bank & Trust Co. immediately to report the activity.
479-474-1201 (Call Center)
Call Center Hours: 8:00 a.m. – 5:00 Mon-Thurs.
8:00 a.m. – 6:00 p.m. Fri
9:00 a.m. – 2:00 p.m. Sat
Fraud Center Contact: (After Hours)