Debit Card Fraud Monitoring
There's only one person who should be using your Commerce Bank MasterCard® debit card, and that's you. To ensure that’s the case, Commerce Bank is proud to announce our new fraud alerts system, SecurLOCKTM Communicate, which will notify you via text message, phone call, or email to suspicious debit card activity so you can react quickly.
As a Commerce Bank debit cardholder, you have been automatically enrolled in SecurLOCK Communicate —no action is required on your end. This enables us to help better protect your accounts 24/7. If we send you an alert because of suspicious activity on your account, please respond as soon as possible. The quicker you respond, the faster we'll be able to help prevent loss and reduce any inconvenience for you. Please note that you will never be asked to provide personal or account information. In the case that there is unauthorized use on your account, rest easy knowing you’re always protected by Zero Liability from MasterCard® and will not be held responsible for unauthorized transactions.*
Q. Is this service 24 hours, or only in a certain window?
A. 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. Text will be sent from 7:00 a.m. to 10:00 p.m. in the cardholder’s time zone. Calls will be sent 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. Agents are available 24/7.
Q. How can I stop text messages if I don’t want to receive them any longer?
A. 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. We absorb that cost for you!
Q. Can the alerts be sent to customers travelling internationally?
A. These customers have U.S. numbers, but are travelling overseas, possibly on a non-US carrier. We are unable to send text or 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.
Q. How do customers enroll?
A. We have already included you in these enhanced services as part of our fraud protection services.
Q. What triggers these alerts?
A. Transactions that we have identified as potential fraud trigger the alerts.
Q. If I receive an alert, does that automatically block my account from further purchases?
A. The majority of suspected fraud accounts will be blocked, just as they are today. However, some lower risk items may not be declined.
Q. If I respond back that the transaction(s) are valid, will you automatically unblock my account?
A. Yes, though please keep in mind that it could take 5 – 10 minutes for a block to be removed in some situations.
Q. If a transaction is declined due to suspected fraud, but I validate that I did make the purchase, can I try to complete the purchase again?
A. Once the alert is updated in our fraud system, you can attempt the transaction again, usually within 5 – 10 minutes of the initial call/text/email to validate activity.
Q. What if my “yes” or “no” text response has a typo?
A. The system will accept many common typo variations of the “yes” or “no” text message response. If the system cannot understand what was typed, it will generate a message to call a representative for help.
Q. Is there a difference for consumers and businesses cardholders?
Q. Can I establish preferences through my mobile app?
A. Communicate alerts are not configured through a mobile app, but rather through our fraud systems. The standard order of engagement is:
2) Voice Call
Alerts generated overnight result in an email only until calling and texting hours are available. Text will be sent from 7:00 a.m. to 10:00 p.m. in the cardholder’s time zone. Calls will be sent from 8:00 a.m. to 9:00 p.m. in the cardholder’s time zone.
Our ability to contact you is based on information that you provided to us at account opening or since your last update. To verify or update your contact information, please contact our Customer Care Center (800) 698-BANK (2265).
If you will be traveling, please contact Commerce before you go. Let us know where you will be to ensure continued access to your account.
Note: Commerce Bank continually monitors up-to-date industry statistics regarding trends for fraudulent transactions occurring in specific states or with specific merchants. In some cases, we find the need to block signature-based, PIN-based, and/or internet transactions in these targeted geographical areas or at these merchants. Typically these transaction blocks are temporary and would be removed as conditions change. If you incur a transaction fee based on this aforementioned practice, please contact us and we will promptly rebate the fee for you.
* In the event your card or card number is lost, stolen or used without your authorization, you are not liable for the unauthorized transactions, including transactions made at merchants, over the telephone, at ATMs, or online, when you notify the bank promptly. Claims are subject to verification. Only consumer debit cardholders are eligible. See your Account Agreement for further details.