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UB Fraud Alerts FAQs


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Fraud Alerts from United Bank Fraud Alert Center
Frequently Asked Questions

Frequently Asked Questions for Customers

 

How do I sign up to receive fraud alerts from the United Bank Fraud Alert Center?
To receive fraud alerts from our Fraud Alert Center, just choose your preferred method of communication: mobile app, email, telephone or text message. To enroll through the mobile app, you can download the "UBAlerts" app by going to iTunes Store or Google Play. You will be automatically enrolled to receive fraud alerts via email or telephone unless you opt-out and contingent on us having your most current contact information.

If I prefer using the mobile app to receive alerts from the United Bank Fraud Alert Center, how does it work?
You will have to download the "UBAlerts" app by going to iTunes (Apple iPhone) or Google Play (Android). You can then manage your alerts and notifications. When the Fraud Alert Center identifies a transaction that is suspicious, you will be notified via the app asking you to confirm or reject a transaction

What if I want to receive alerts via text messaging but currently do not have text messaging feature?
Text messaging is required to receive text messages from this service. If your mobile phone is able to send and receive text messages, but you do not currently subscribe to this service, you will need to contact your mobile phone provider to add the text messaging feature to your mobile phone plan.

What carriers currently participate in this service?
AT&T, Sprint, Nextel, Boost, Verizon Wireless, U.S. Cellular®, T-Mobile®, Cellular One Dobson, Cincinnati Bell, Alltel, Virgin Mobile USA, Cellular South, Unicel, Centennial and Ntelos . (This list is current upon publication but subject to change without notice.)

How do I receive alerts via phone?
You may also receive automated calls from the United Bank Fraud Alert Center to your home phone or the phone number we have on file for you. Please call us 1-844-331-9619 or visit your nearest United Bank branch to assure that we have your current contact information. (Please note: only one mobile phone number can be linked to a single card number.)

If we choose to receive alerts via phone, how do we confirm that it’s a legitimate notification from the United Bank Fraud Alert Center?
You will receive an automatic phone call from the following number: 1-844-331-9619

If I receive alerts via email, how do we confirm that it’s a legitimate notification from the United Bank Fraud Alert Center?
The email will come from FraudAlerts@bankatunited.com.

How much does it cost to use this service?
Enrollment in United Bank’s Fraud Alert System is automatic and free. However, when it comes to standard text message, data rates assessed by your mobile carrier may apply. Please check with your mobile carrier to ensure that you have 'text messaging' on your monthly mobile phone plan.

How long should it take to receive a text message (SMS)?
Typically, alerts via mobile app, text message or email should arrive within a few minutes, but timing may vary based on your mobile provider and accessibility to mobile network. For your protection, in some cases your debit card may be blocked from further transactions until we are able to contact you.

What if I confirm fraudulent activity on my United Bank Debit Card?
If you confirm that your card has had a fraudulent transaction, the card will be closed and a new card ordered. When you receive your new card, your mobile phone number will be registered with the newly issued account number so you can continue to receive text messages if potential fraudulent activity on your account is identified in the future.

Why did I not receive a fraud alert and my card was blocked when I made a purchase late at night?
If you utilize our Fraud Alert App, text messaging or email, you will be notified of potential fraud 24 hours a day. However, if you choose to be alerted by phone, the hours we will contact you are between 8:00 am and 8:00 pm (ET). But if a charge that we suspect may be fraudulent occurs outside of that timeframe, we will contact you the next business day.

If I am traveling outside the U.S., can I receive text message alerts?
Messages can only be sent via U.S. carriers from our short code 47334. If a transaction is flagged as suspicious we will still send a text but it may not be received while you are outside of the U.S. However, you can receive mobile alerts if you are traveling international. It is always a good practice to inform us of your travel plans by visiting your nearest United Bank branch or calling our Customer Care Center at 1-866-959-2265 prior to traveling outside of the U.S. Doing so will help avoid having legitimate charges flagged as potentially fraudulent.

Why do I receive multiple messages with Pg1/2, Pg2/2?
Text messages are unique in that some mobile phone carriers can only hold 160 characters per text. Some commands require multiple messages to return all of the necessary information. In some cases, you may receive these alerts out of order. Please be sure to wait and review all messages before responding.

Do I have to text personal information?
We will never ask you to text us your account number, personal identification such as your birth date or Social Security number, or other personal information such as your mother’s maiden name or address. If you ever receive a text message asking for your account numbers or other personal information, please do not respond and immediately contact us at 1-844-331-9619.

How do I unsubscribe?
You can delete the app. If you rely on text messaging for alerts, send a text that says STOP to 47334. This will cancel any further alerts to your mobile number. You will receive an opt-out confirmation. However, United Bank will still call your home number regarding any suspicious activity that requires your confirmation.

What do I do if my phone is lost or stolen?
If your phone is no longer in your possession, please re-download the mobile app, enroll your new phone number or request to be removed from the texting until you have a new phone number.