How We Protect You from Debit Card Fraud

Your debit card is reviewed by our 24/7 fraud monitoring service. If one or more transactions are flagged for suspected fraud, you will be contacted to review them. To protect your account from additional fraud, a restriction will be placed on your debit card until you can be reached.

What We Monitor

Card transactions are monitored for purchases outside of normal usage patterns, purchases taking place outside normal time frames or geographic locations, and purchases resembling current or ongoing fraud trends. Our debit card processing company may contact you on behalf of FVSBank to verify card activity.

How We Contact You

The fraud monitoring service will restrict the card and attempt to contact you as soon as possible if fraud is suspected. Currently, this service will only contact you by phone call. These calls are placed between 8 am and 9 pm, and you will be contacted by a live analyst in Valparaiso, IN, not an automated process. You will receive advanced notice if the fraud notification process changes in the future.

No representative of FVSBank will ever contact you via email or text messages to request any of the following information: email address, username, password, card number, social security number, birthdate, account number, PIN, expiration date, or the three-digit security code on the back of your card.

The fraud service analyst will ask for you by name, identify your card by the last four digits of the card number, and identify themselves as calling “on behalf of Fox Valley Savings Bank (FVSBank) card services.” They will provide details about transactions and ask if you authorized them. When fraud is confirmed, the representative will ask you to visit or contact FVSBank during normal business hours to have your card replaced and your account adjusted if necessary. If the transactions are valid, the card will be reopened, or you will be asked to contact FVSBank for further review.

At FVSBank, our goal, quite simply, is to minimize your exposure to risk and the impact of any fraudulent activity on your bank accounts.

How You Can Protect Your Account

• Make sure we have your current phone number and address.
• If you will be using your debit card out of the area, submit a travel notice in the FVSBank Mobile App or contact your local branch.
• Routinely review your account activity online.
• Fraudsters can fake, or “spoof” caller ID> Do not trust a call based on the caller ID.
• If you notice unauthorized transactions of any amount, contact FVSBank. If it is outside of customer service hours, report the card lost or stolen with the FVSBank Mobile App or by calling 1-800-242-7880, and follow up with FVSBank as soon as possible.
• When at the ATM, look out for suspicious modifications or additions to the device, such as a removable, loose-fitting overlay on the card slot. Regardless of what ATM you use or whether there is anyone else waiting to use the ATM behind you, use one hand to cover the other as you key in your PIN.
• If you receive a suspicious call not closely following the protocol described above, hang up, check your account online, and contact FVSBank. If after hours, report the card lost or stolen with the FVSBank Mobile App or by calling 1-800-242-7880, and follow up with FVSBank as soon as possible.
• Do not provide access to your online banking to anyone. Passwords and the one-time authentication codes sent to your phone or email address should never be shared. If you suspect these credentials have been compromised, change your password, and call FVSBank during business hours.

It is the policy of FVSBank to NEVER solicit customer information or identification, numbers or passwords, via email. If you are approached with such an offer, do not reply to the email and instead contact FVSBank immediately. For more information on how to protect your bank accounts, please contact your local Fox Valley Savings Bank location in Waupun, Fond du Lac or Oshkosh, Wisconsin.