SecurLOCK (Debit Card Security)

Keep Your Account Secure with SecurLOCK

Westbound Bank is providing an enhanced security service for quicker fraud identification and prevention for all Westbound Bank cardholders. Fraud alerts are delivered to our cardholders quickly by text which allows you to respond to fraud alerts in a more efficient manner. The service also includes interactive voice and email fraud notifications if no response is received by text or phone calls. This service is provided to Westbound Bank by SecurLOCK Communicate.

Below are examples of SecurLOCK Communicate text alerts:

SecureLOCK Communicate SMS Alert

FreeMsg: Westbound Bank Fraud Dept: Suspicious txn on acct 1111: $201.99 ACADEMY. If authorized reply YES, otherwise reply NO. To Opt Out reply STOP.

SMS Response to “YES”

FreeMsg: Westbound Bank 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: Westbound Bank Fraud Dept: Thank you. We will call you or you can call us any time at 800-369-4887. To Opt Out reply STOP.

SMS Response to “HELP”

FreeMsg: Westbound Bank Fraud Dept: received your msg. It is important we talk to you. Please call 800-369-4887 ASAP. To Opt Out reply STOP.

 

Below are examples of SecurLOCK Communicate email alerts:

From: fraudservicecenter@westboundbank.com

Subject: URGENT: Your Card Has Been Suspended Due To Recent Account Activity

Your Debit Card Ending in 0000

Dear (Cardholder’s Name):

As part of our commitment to protecting the security of your account, we continuously monitor for possible fraudulent activity. We need to verify that you, or someone authorized to use your account, attempted the following transaction(s) on your account ending in 0000:

 

Merchant

Amount

Date

Time

Location

TARGET

$440.01

04/01/2016

08:01 AM

HOUSTON, TX

ACADEMY

$504.95

04/01/2016

10:02 AM

SAN ANTONIO, TX

WALMART

$104.95

04/01/2016

09:31 AM

DALLAS, TX

WALGREENS

$54.95

04/01/2016

09:01 AM

HOUSTON, TX

TARGET

$394.95

04/01/2016

08:01 AM

HOUSTON, TX

 

If the dollar amount is not identical to what is shown on a transaction receipt, this may be due to a preauthorization which has not yet posted to your account.

The merchant location for internet transactions may be different than you expect as they are often cleared through a centralized billing location.

If you have already spoken with us about these transactions, then no further action is required.

NOTE:

Your satisfaction is very important to us and we appreciate your prompt attention to this matter. If you have any questions about the content of this email, please don’t hesitate to contact us at 800-369-4887 from the U.S. and Canada. If you prefer, use the phone number on the back of your card. Internationally, you can reach us collect at 727-227-2447 and we will accept the international collect call charges. For your convenience, we are available to take your call 24 hours a day, 7 days a week.

Thank you for being a valued customer.


Sincerely,
Westbound Bank Fraud Service Center

Please do not respond to this email, this mailbox is not monitored. It is only used for sending Fraud Alert Email notifications.

 

FAQs

 

Westbound Bank Cardholder’s Frequently Asked Questions.

 

Is this service 24 hours, or only in a certain window?

In other areas of business, we have calls only going out during certain hours so cardholders aren’t being called after normal waking hours. Emails will be sent 24 hours, and text alerts will be sent from 7:00 a.m. to 10:00 p.m. in the cardholder’s time zone. Calls will be made from 8:00 a.m. to 9:00 p.m. in the cardholder’s time zone. Texts and voice calls pending from the night before will be triggered the following morning at the applicable time noted above. However, agents are available 24/7.

 

How can I stop text messages if I don’t want to receive 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.

Will the product work for customers residing in Canada?

For Canadian consumers, both text and email alerts are available.

Can the alerts be sent to customers travelling internationally?

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

How do customers enroll?

We have already included you in these enhanced services as part of our fraud protection services.

What triggers these alerts?

Transactions that we have identified as potential fraud trigger the alerts.

If I receive an 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.

If I respond back that the transaction(s) are valid, will you automatically unblock my account?

Yes, though please keep in mind that it could take 5 – 10 minutes for a block to be removed in some situations.

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