QUESTIONS AND ANSWERS:
1. How do cardholders sign up for smsGuardian text fraud alerts?
2. Are there security features in place to protect cardholder information?
Yes, we do not provide full cardholder information in any of the communications. Only the last 4-digits of the card number will be provided. This service is PCI compliant.
3. What happens if the cardholder doesn’t reply to a text?
Nothing. If no confirmed fraud response is received from a cardholder in 12 hours, the text message times out. If the cardholder does not respond to non-fraud texts, it will be considered a good transaction.
4. Can a cardholder receive a text alert and a call from a Risk Management/Fraud Center Analyst?
Yes, because these are two different products and it is possible that the cardholder could receive a text message and a call. The call may come from PRISM analyst. PRISM analysts will also have the ability to know when a cardholder has received a text alert on a transaction. Analysts will work the fraud case as a result of the text, hard block the card, and notify the Bank. An analyst that works the case will be able to review the card and see that the card has been blocked due to fraud and work accordingly.
5. Will the text appear to be from smsGuardian or The Bank & Trust?
The text will reference TB&T followed by Guardian alert.
6. If a cardholder responds “NO” to a text, how long will it take to block?
The text response is placed in the highest priority to the Risk Management/Fraud Department. The next available analyst will hard block the card. The analyst will go through the appropriate channels of notifying the Bank of the fraud and working the case.
7. Do cardholders receive renewal notifications?
Yes, a renewal notification will be sent to the device (i.e. cell phone) six days prior to the expiration. Three renewal text message attempts will be made before the device is set to expire. If the cardholder does not respond, the device will be removed from smsGuardian upon expiration. If a cardholder renews the device multiple times, it will extend an additional year for each extra click. So if a cardholder wants to renew for 5 years, the cardholder will click the renewal button 5 times. When the cardholder clicks renew, they also have to send a message each time to the system similar to the original enrollment text message. They will give the 27576 short code to send a message similar to RENEW CWSEIA, for each time they renew. In this example they would reply to the short code 5 times.
Some mobile service providers require that we send a 30-day subscription reminder message to their customers participating in the smsGuardian program. Cardholders will receive an alert message every 30 days reminding them of the subscription if their mobile service provider is Sprint, Nextel, Boost, or Virgin. The alert message will display as “Reminder: You have subscribed to Guardian transaction alerts for (The Bank & Trust of Bryan/College Station). Message and data rates may apply. Reply HELP for help. Reply STOP to cancel.”
8. Are cardholders charged when a cardholder renews their enrollment?
No, The Bank & Trust is assuming this cost for enrollments, editing devices or preferences, and re-enrolling in the service.
9. If a cardholder has his or her do-not-disturb window setup and an alert occurs, does smsGuardian send a text when the do-not-disturb window is off?
Yes, a message will be sent once the do-not-disturb window is off. If a cardholder has the do-not-disturb set from 11:00 pm to 6:00 am and one or more alerts are created during this time frame, the alert messages will be sent to the cardholder starting at 6:00 am, when the cardholder is accepting text alerts.
10. Can I transfer funds or view my balance using smsGuardian?
No, smsGuardian is used to alert cardholders about their cardholder activity and possible fraud.
11. What if I need help regarding the smsGuardian program?
If you need help regarding the use of this service, you may reply to an alert message with the word “HELP” (without quotes) or by calling (888) 868-8611.