What You Should Know About EnFact, Our Fraud Monitoring System
At 3Rivers, we use a combination of security features to help protect your accounts against various types of fraud, from local scams, to nationwide data breaches, and more. It's crucial that you're aware of the products and services that are working for you, as some of them may require your attention and engagement to ensure they perform at an optimal level.
EnFact, our fraud monitoring system, is a powerful tool that is constantly working to catch suspicious activity on your debit and credit card accounts. When suspicious activity is detected, EnFact will contact you via phone call and/or text message to verify that the transactions made, or those attempting to be made, are coming from you and not a scammer.
It can be unexpected, and perhaps unsettling, to receive a phone call asking you about your purchase history, especially if you're away on vacation or don't recall making out-of-the-ordinary purchases recently. However, it's important to keep in mind that a call from EnFact is an example of 3Rivers fraud protection working to guard your identity and your accounts. More importantly, you need to respond to these calls, as failing to do so may leave the door open for fraud to occur or result in your card being frozen from future use in order to prevent it.
Questions about EnFact? Here's what you should know.
What number will EnFact call me from?
Calls from EnFact will come during business hours from 833.735.1891.
What will happen during a phone call with EnFact?
EnFact will let you know that they are calling on behalf of 3Rivers. They may ask a few questions to verify your identity, and will then ask you to verify recent transaction activity on your card (for example, "Did you recently make a purchase in the amount of $14.92 at ABC gas station?")
Listen carefully and feel free to ask for clarification, or for them to repeat the dollar amounts and merchant names if needed.
If you're able to confirm that you're the one who made the transactions, the call will wrap up. If you confirm that the activity is fraudulent, more steps will be taken (see below).
What if I miss a phone call from EnFact?
Should you miss their call, EnFact will leave a voicemail, which will include a case number. Contact EnFact at 833.735.1891 to verify the transactions.
What number will EnFact text me from?
When EnFact texts you, you'll notice the "name" appears as the shortcode 37268. The start of the actual text message will include a phone number, 833.735.1897, which you can use to call EnFact and verify the suspicious transactions.
At this time, the opening line of text from EnFact reads: "FreeMSG 3RiversFCU Fraud Center..."
What if you don't have my phone number?
We ask that you take a moment to confirm that we have ALL of your current phone numbers on file with us, including home and mobile numbers. EnFact will call any number you have listed on file in an attempt to alert you of unusual activity. You can make sure your information is up-to-date by updating your contact details within online or mobile banking, calling us at 800.825.3641, or stopping into your nearest branch.
You can also opt-in to receive text alerts about important information, including data breaches, by clicking here.
What kind of activity might be considered suspicious?
Reasons EnFact may call you include, but are not limited to:
- Your card was used to make a purchase out-of-state (be sure to set a travel plan in Card Control before your trip or contact us to let us know you’re traveling, so we can mark your card).
- Your card was used to make a transaction with a larger dollar amount, or a series of larger dollar amounts, than you typically spend.
- Your card was used to make a purchase at a store you haven't frequented or visited in the past.
- Your card was used out-of-state or at a retailer you don't frequent and your PIN number was entered wrong.
Keep in mind that you won't receive a call each and every time you find yourself in one of these situations. EnFact predicts the probability of fraud on an account by comparing current transactions to current fraud trends and reaches out when something seems really suspicious.
What happens if it is discovered that my card information actually has been compromised?
If you confirm fraud has taken place, your card will be blocked or restricted to prevent additional fraudulent transactions from posting, and 3Rivers will cancel your card.
From there, you'll need to contact us during normal business hours by calling 800.825.3641 or stopping into a branch to verify that your card has been closed and that no fraudulent transactions have cleared your account.
If fraudulent transactions have cleared, you will be asked to fill out a fraud form. At this point, we’ll send you a new card, or you can stop into one of our conveniently located branches to have a new one printed on the spot.
In some cases, you'll want to find out who stole your information and press charges. This will require filing a police report.
For more information on fraud protection and reporting fraud, visit our Fraud Protection Library.