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Introducing SecurLOCK™ Falcon® Fraud Manager by FICO®

Our Latest and Greatest Security Feature

As suspicious transactions are identified, text alerts are triggered, and cardholders can respond back approving or declining the transaction. It provides real-time, two-way SMS text for quicker fraud identification and prevention, as well as interactive voice and email fraud notifications if no response is received by text or phone call.

Real Time Decisioning means reviewing the authorization during the authorization process to prevent fraud while the fraudster is potentially at the point of sale.  During this time frame a brief block is put on your account until the transaction is confirmed via text, phone call or email. 

Falcon Fraud Manager™ is a proprietary fraud detection product developed by FICO®, a leader in transaction fraud detection. The Falcon Fraud Manager engine delivers one of the most powerful resources against fraud available. The service uses individual cardholder, transaction, and merchant data to detect a wide range of credit and debit card fraud, including the following categories, which comprise more than 95 percent of all credit and debit card fraud losses:

  • Account takeover
  • Application
  • Card not present
  • Card skimmed
  • Counterfeit
  • ID theft
  • Internet
  • Lost/stolen
  • Non-receipt

Please call us at (270) 526-3881 if you will be traveling, so we can ensure the continued use of your card while you are out of the area.

How Does it Work?

Neural networks recognize specific fraud patterns and discriminate between low and high-risk authorizations. The scoring component contains a neural engine that can simultaneously examine very large amounts of transaction and cardholder data. For each authorization processed, the neural network assigns a risk score from 0 (not at all likely to be fraud) to 999 (very likely to be fraud). This score indicates how suspicious each transaction is relative to other transactions on record.

The Fraud Alert Management service hours are 24 hours a day, 7 days a week. Cardholders are contacted between the hours of 8am and 9pm CST. However, our Fraud Alert Management department continues to monitor account activity during non-calling hours and takes appropriate action as needed.

How Do I Sign Up for MBT Debit Card Alerts?

Click the button below to fill out a request online. You can also call us at (270) 526-3881 or stop by one of our branches during normal business hours and we would be happy to get you started.

Activating a New Card or Changing Your PIN

When your new card arrives, follow the instructions on the mailer. If you no longer have the mailer, you can call 1-866-633-5293 and follow the prompts on the automated line to activate your new card and choose your PIN.

Note: When calling this automated system, you will need to be calling from a phone number on file.

If you’d like to change your current PIN, you can call 1-866-633-5293 and follow the prompts. You will need to know your current PIN.

If you have forgotten your PIN, you may call Bookkeeping at (270) 526-3881 during regular business hours to receive a temporary PIN. After receiving a temporary PIN, you would then call 1-866-633-5293 to set up a permanent PIN.

Using Your Card

A chip transaction requires the chip to produce an encrypted single-use code to validate the transaction — further protecting cards from unauthorized use.

Step 1

Insert your card with the chip facing up. Keep in mind that not all chip readers look the same.

Step 2

Keep it in the card reader and follow the prompts on the screen to complete your purchase.

Step 3

If a signature is required, just sign, and always remember to take your card when you’re done.

Note: At this time, not all merchants are allowing chip cards to be run as a credit transaction, therefor it’s always a good idea to know your PIN number. If you are using your Spirit Debit Card, remember, you are only earning for your school when the transaction is run as credit.

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EMV FAQ

What if the Merchant doesn’t have a chip card reader?

Don’t worry. Your card will still have the magnetic stripe for use at traditional readers.

How about Online and phone orders?

No problem. You can still place online orders and phone purchases the same way you have been.

How can I change my PIN number?

If you’d like to change your current PIN, you can call 1-866-633-5293 and follow the prompts. You will need to know your current PIN. 

What if I have forgotten my PIN number?

If you have forgotten your PIN, you may call Bookkeeping at (270) 526-3881 during regular business hours to receive a temporary PIN. After receiving a temporary PIN, you would then call 1-866-633-5293 to set up a permanent PIN.

Can someone steal the information from the chip embedded on my card?

No. A chip card is referred to as a contact payment system, which means that it must be inserted in the card reader to transmit its information. So, a thief can’t steal information from your credit card’s smart chip without actually touching it. And unlike your card’s magnetic stripe, the information on an EMV chip is encrypted. The myth that someone next to you could hack your chip card without touching it was likely a result of confusion with other emerging payment technologies such as Near Field Communications (NFC) and Radio Field Identification (RFID).

How can I request a new card?

If your card has been lost or stolen, please call us immediately during business hours at (270) 526-3881 or after hours at (800) 500-1044 to block all access to that card. There may be a fee associated with a replacement card. Your replacement card will have new numbers, so make sure to update any online or recurring payment information with the new card number and expiration date.

 

SecurLOCK FAQ

Is the SecurLOCK fraud monitoring service 24 hours, or only in a certain window?

The Fraud Alert Management service hours are 24 hours a day, 7 days a week. Cardholders are contacted between the hours of 8am and 9pm CST. However, our Fraud Alert Management department continues to monitor account activity during non-calling hours and takes appropriate action as needed.

Can I stop the SMS text messages if I don’t want them any longer?

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!

Can alerts be sent to customers traveling internationally?

We are unable to send text or phone calls internationally, but please make sure your email address is current as we can always email fraud alerts to you 24 hours a day, 7 days a week.

How can I enroll in these great services?

We have already included you in the SecurLOCK enhanced services as part of our fraud protection services. To sign up for MBT Debit Card Text Alerts, you can call us at (270) 526-3881 or stop by any one of our branches during normal business hours and we’d be happy to get you started.

What triggers these fraud alerts?

Neural networks recognize specific fraud patterns and discriminate between low and high-risk transactions. The scoring component contains a neural engine that can simultaneously examine very large amounts of transaction and cardholder data. For each transaction processed, the neural network assigns a risk score from 0 (not at all likely to be fraud) to 999 (very likely to be fraud). This score indicates how suspicious each transaction is relative to other transactions on record. Transactions that meet the pre-determined fraud score threshold are assigned an alert and sent in real-time to the cardholder.

If I receive a SecurLOCK fraud alert, does that automatically block my account from further purchases?

The majority of suspected fraud accounts will be blocked, just as they are today. However, some lower risk items may not be declined. To further protect your account, we suggest signing up for our Debit Card Text Alerts, which will send you a text for every single debit card transaction, regardless of the amount.

If I respond back to a SecurLOCK fraud alert that the transaction is valid, will you automatically unblock my account?

Yes. Though, keep in mind, in some situations it could take 5-10 minutes from the initial call/text/email alert for a block to be removed. Once the activity is verified acceptable and updated in the fraud system, you can attempt the transaction again.

What if I don’t have a cell phone, text or email?

Though you will not be able to sign-up for the MBT Debit Card Text Alerts, you are still going to be receiving the Fraud Monitoring services.

You will be alerted by phone call to the number on record.  Your information is moved to a Call Queue in the IVR. The system initiates a call to your phone number on file. When contact is made, the IVR processes the call as follows:

  • System identifies that the call is from their Morgantown Bank and Trust Fraud Service Center.
  • System confirms if the recipient is the cardholder [Cardholder Name Spoken].
  • If the cardholder is unavailable, a message is played asking that the cardholder return the call and provides the appropriate toll-free number.
  • If the cardholder is available, the system verifies their identity by prompting entry of the last four digits of their Social Security number.

When the cardholder’s identity is confirmed, they are then prompted to confirm the reported transaction(s) as legitimate or suspect by using their telephone keypad to respond. The cardholder is presented up to five transactions if available on the fraud alert. If the cardholder indicates that they do not recognize the reported transaction(s), the call is automatically routed to a Fraud Alert Specialist for further action. If all transactions are acknowledged as legitimate, the call is completed, and the fraud alert will be updated appropriately as No Fraud.

How are the SecurLOCK text messages and Debit Card Text Alerts different?

SecurLOCK text messages are only sent when certain fraud score thresholds are met.  You are already enrolled in this service and if we have your mobile number on file, you will receive a text alert if your card is compromised.  If we do not have your mobile number, we will attempt to call you on the telephone number provided.

The MBT Debit Card Text Alerts are a separate service that sends text alerts for EVERY debit card transaction.

I received an MBT Debit Card Text Alert for a transaction that I did not make, but I did not get a Fraud Alert message. Now what?

If the transaction risk score was below the fraud alert threshold, it could be possible that it would not trigger the Fraud Monitoring Service. You would then need to call (270) 526-3881 to discuss the next steps involving your account or (800) 500-1044 after hours to deactivate your card and prevent further purchases until you can contact the bank during regular business hours to discuss the unauthorized charges.  

 

Examples of SecurLOCK Text Alerts

SMS Alert

FreeMsg: Morgantown Bank & Trust Fraud Dept: Suspicious txn on account 1111: $201.99 WALMART. If authorized reply YES, otherwise reply NO. To opt out reply STOP.

SMS Response to “YES”

FreeMsg: Morgantown Bank and Trust Fraud Dept: Thank you for confirming this activity. Your account is safe for continued use. To opt out reply STOP.

SMS Response to “NO”

FreeMsg: Morgantown Bank and Trust Fraud Dept: Thank you. We will call you or you can call us anytime at 800-369-4887. To opt out reply STOP. 

SMS Response to “HELP”

FreeMsg: Morgantown Bank and Trust Fraud Dept: received your msg. It is important we talk to you. Please call 800-369-4887 ASAP. To opt out reply STOP.

MBT Debit Card Alerts

MBT Debit Card Alerts are an additional security feature that you can add to your account for no additional fee (standard data and text carrier rates may apply).

These text alerts are sent to the mobile phone number you provide to us when signing up for the service.

Even if you have multiple cards on your account, you can set these alerts up for all your cards if you would like. Also, alerts can be sent to multiple mobile phone numbers.

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