Frequently asked questions and forms
Search for an answer or view FAQs by category below.
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Credit Union of Southern California (CUSoCal) continually monitors our Members’ credit cards for fraudulent activity. Our fraud text alert service provides Members another level of security. If our fraud monitoring service detects a suspicious transaction on your account, we will alert you by SMS/text message of the transaction. You will reply “Yes” to confirm if the transaction is fraudulent or “No” if the transaction is not fraudulent. If you respond “No” you may continue to use your card as usual. If you respond “Yes” an immediate block will be placed on your card and you will be directed to call our Fraud Detection Department.
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If you have provided CU SoCal with your mobile number or email and have a CU SoCal Credit Card, you are automatically enrolled effective April 5, 2022.
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No. Our fraud text service is free. You may receive and reply to fraud text alerts without incurring any charges, including from your wireless carrier.
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No. Wireless carrier text fees do not apply to this service.
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CU SoCal’s fraud text alert is available with all carriers that provide text message (SMS) services.
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Alerts will generally arrive within one minute from an activity detected; however, timing may vary.
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Messaging frequency depends on account activity. Messages may be sent 24 hours a day, 7 days a week.
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When a SMS/text message is sent and a response is not received after 15 minutes, an email will be sent. If there is not an email address on file, a fraud specialist will attempt to call you to verify the unusual or suspicious activity.
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Text messaging is required for this service, however, if you do not have text messaging, you will receive fraud alerts by phone call.
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The ability to receive text alerts outside the U.S. will depend on your cell phone carrier. Please notify us if you will be traveling to set up a travel strategy.
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No. Commands can be sent as upper case, lower case, or a combination of both.
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Unfortunately, no. Just one mobile number maybe linked to a single card number.
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To receive alerts on your new number, please call us toll-free at 866 CU SoCal (866.287.6225), Monday – Friday: 9 a.m. – 1 p.m., and Saturday: 9 a.m. – 1p.m., to update your contact information.
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Yes. If you receive a fraud alert by text, please confirm if the transaction was authorized. Then, simply respond “Stop” to the text message. Please keep in mind that fraud text alerts are a great way to receive notification in real time when there is a suspicious transaction on your card. This allows you to take immediate action to help protect your account.
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Yes. If there is not a mobile device listed on your account, an email message is sent instead.
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Yes. CU SoCal will NEVER send you a message asking for your personal or account information. If you receive a message asking for this type of information, contact us immediately and do not respond to the message.
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Below is a summary of items included on a valid fraud text message as well as what will not be included.
Text will include:- Credit union name
- Last four digits of your card number
- Date of transaction in question
- The amount in question
- The merchant’s name
- Reply options: Yes, No, or Stop (to opt out)
Text will NOT include:
- Requests for information including card numbers, PINs, CV2 codes, expiration dates
- Vague reference of “merchant”
- Hyperlinks to unknown websites
- Phone numbers as hyperlinks
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Be sure your contact information is current, and your mobile phone number is listed as such—not your home phone.
Immediately report a lost or stolen credit card by calling 800.566.5678 24 hours a day, 7 days a week or 888.698.7241 Monday – Friday: 9 a.m. – 1 p.m., and Saturday: 9 a.m. – 1p.m.
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