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Beginning June 8, 2016 - Important Changes to how Fraud Center works.

New features are being introduced as to how Century Bank Debit Cardholders will be contacted to verify suspicious debit card transactions.

All Century Bank Debit Cardholders are automatically enrolled in this fraud protection service. For improved and added security, Fraud Center will now contact clients using a variety of ways including: text messaging and automated calls. Although fraud verification calls will now be automated, , clients may ask to speak to an analyst at anytime. See below for more detailed information about these changes.

The Fraud Center system evaluates the transaction and the transaction is risk rated. If the transaction is rated as "High Risk", cards are immediately blocked. If the transaction is questionable, the system will begin attempting to contact the client in the following manner:

 

TEXT MESSAGE:

A text message will be sent to the client (1 minute after e-mail sent) asking to confirm or deny fraud on the suspicious transaction.

Text messages will be sent between the hours of 7:00 a.m. and 9:00 p.m., Mountain time.

Clients will have the ability to opt out of receiving future texts at any time.

If there is no response via text message, the system will then proceed to the next step.

 

HOME PHONE:

The client’s home phone is then called (5 minutes after a text message is sent) .

Phone calls will occur between the hours of 8:00 a.m. and 9:00 p.m., Mountain time.

The automated call system will ask to speak with the client regarding the transaction.

The client will be asked to verify their billing zip code after which the client will approve or deny the transaction. Clients can ask to speak with an analyst at anytime during the phone call.

If there is no answer, the automated system will leave a voice mail message.

If the client calls back using information from the voicemail, the client will then be directed to another automated service where they must enter some required information (last 4 digits of card, etc.) to verify or deny the transaction.

If there is no response from the home phone, the system will proceed to the next step.

 

CELL PHONE:

The client’s cell phone is then called (5 minutes after the home phone is called).

The same steps will occur as outlined above in the HOME PHONE section.

If there is no answer, the automated system will leave a voice mail message.

If there is no response from the cell phone, the system will proceed to the next step. 

WORK PHONE:

The client’s work phone is then called (5 minutes after cell phone is called)

The same steps will occur as outlined above in the HOME PHONE section.

If there is no answer, the automated system will leave a voice mail message.

If there is no response from the work phone, the system will proceed to the next step.

If there is no response from the first round of calls within 3 hours, another round of calls will be made in the following order: Cell phone, home phone, work phone.

IMPORTANT:

If the transaction is rated a medium risk (Yellow Alert) the client’s card will be blocked if the system is unable to contact the client after the first round of calls.

At anytime during the process, if the transaction is verified the process will be halted.

If the system detects fraud, the client’s card will be closed.

For questions or more information on how Fraud Center operates, please call 505.424.2828 or stop by and speak with a representative today.

Please note that Century Bank will NEVER ask you to enter in your Social Security Number, full account number, Birthdate or any other private information using this new process or any other method of communication.

 
At Century Bank, we are concerned about the safety of your bank accounts. Century Bank is now offering the following services to help protect you from fraud.

Fraud Center

Fraud Center provides proactive monitoring of debit card transactions using transaction profiling to identify fraud patterns as transactions occur. The system examines historical spending patterns and builds a customer profile to identify high risk transactions that may be outside your normal spending habits.

High risk debit card transactions will be reviewed by a Fraud Analyst who will evaluate the transaction in conjunction with recent activity. The Fraud Analyst will attempt to contact you using the phone numbers we have on record. If there is no answer, the Fraud Analyst will leave a message. If the Analyst is unable to verify the transaction by speaking to the owner of the debit card, a temporary block will be placed on future debit card transactions.

If your debit card is blocked because a Fraud Analyst is unable to reach you, the Analyst will provide a phone number to reply to the message in order to remove the temporary block. You may also call Century Bank at 505.424.2888 during normal business hours to have the block removed.

When a Fraud Analyst calls, you will be asked to verify whether a specific transaction is valid. It is important to note that the Analyst will not ask for personal information, such as your account number, the CVV code located on the back of the card, card expiration date, Social Security number, etc.

smsGuardian

For more protection against potentially fraudulent Century Bank Debit Card transactions, enrolled cardholders can receive text alerts with smsGuardian.  This service gives Century Bank ATM / Debit Cardholders the ability to receive and respond to text message alerts on a designated mobile phone or other sms text message device. The number of alerts received will be based on card usage. Cardholders will not receive more than one message per transaction on each enrolled Century Bank Visa® debit card. While we do not charge for this service, message and data rates may apply.

Features and Benefits

Easy enrollment

Two-way text communication

Enroll up to ten devices

Do-Not-Disturb window capability

One year enrollment period

Supports all major phone carriers

 

Triggering Transactions

International

An alert is generated with an approved authorization originating outside the U.S.

Greater Than $300

An alert is generated with any approved transaction greater than $300.

More Than 6 transactions Within 24 Hours

An alert is generated for more than 6 transactions within a 24 hour period.

Card Not Present

An alert is generated when an approved transaction was entered into the system manually, reading track one only, or manually keyed and recognized as e-commerce

 

How Does it Work?

After an ATM or Debit Card transaction is initiated and sent to Century Bank for authorization, we use sophisticated technology to detect if any of the triggering rules, noted above, are present. When a transaction triggers an alert, the smsGuardian system sends a text message to the mobile device that you have previously enrolled. (If you have multiple devices enrolled, they all receive the same alerts, text messages, confirmations, etc.)

Review the text message once you receive it.

If the transaction is not legitimate, immediately reply to the text message following the instructions you receive in the original text message. A unique code will be provided that you will use when replying to the text.

Your reply then sets off a series of events to block further transactions from occurring on your card. A trained fraud analyst will then send you a follow up text message noting that your card has been blocked.

You will then need to order a new card from Century Bank

If the alert is for an authorized transaction that you made, no action on your part is required.

Triggering transactions may be adjusted from time-to-time.

Only one message will be generated per triggering transaction on each enrolled card.

Some mobile service providers require a 30-day subscription reminder message to cardholders participating in the smsGuardian program. If your mobile service provider is Sprint, Nextel, Boost, or Virgin, you will receive an alert message every 30 days reminding you of your enrollment. The alert message will display as "Reminder:  You have subscribed to Guardian transaction alerts for Century Bank. Message and data rates may apply. Reply HELP for help. Reply STOP to cancel."

To view Terms and Conditions click HERE and enter your Debit Card number.

 

Frequently Asked Questions

Is there a fee for using smsGuardian?
While Century Bank does not charge for this service, message and data rates may apply. Please contact your wireless provider for more details.
How long do I have to respond to a text message alert?
When an initial text is sent from smsGuardian, the system allows you up to 12 hours to respond to the message at which point it times out.
Must I use the unique code when replying to the text in order for the system to recognize that the transaction is fraudulent?
Yes, if you reply to the text message with anything different, such as "yes this is fraud" or "not my transaction", the system will not recognize it and ignore it.
What do I do if the transaction is valid?
If you receive a text alert on a good transaction, simply ignore the text. No reply from you indicates to the system that the transaction is good.
How do I stop receiving smsGuardian alerts?
Simply reply to an alert by texting "STOP". All cards tied to that phone number will no longer receive text alerts. You may also unsubscribe from this service entirely on the website (click HERE). Cardholders can also discontinue alerts by texting the word "STOP" TO 27576.
Once I enroll, do I have to renew my enrollment?
Yes. The enrollment period is for 1 year. You can enroll for multiple 1 year terms in succession.
Can I set my own Do-Not-Disturb window?
We respect your wish not to bothered, so we allow you to determine time periods when a text should be sent. Any alerts generated during your Do-Not-Disturb period will be stored and delivered to you after the cycle ends. The Do-Not-Disturb period may not exceed 12 hours.
What if I need more help or have other questions about sms Guardian?
If you need more help with smsGuardian, you may reply to an alert message with the word "HELP". You may also click the "Service Usage Guide" link on the website (click HERE) or call 888.868.8611. During normal business hours, you may also call Century Bank at 505.424.2888.

 

ENROLL NOW! Click HERE.

Century Bank does not charge for this service, however, message and data rates may apply. Please contact your wireless provider for more details.

For more questions, please contact us at 505.424.2888.