Customer Protection Center FAQ
- What is the purpose and benefit of the Customer Protection Center (CPC)? First Western’s new CPC is a free intelligent risk management service that monitors, detects and prevents ongoing debit card fraud. Our CPC offers review by experienced fraud analysts 24 hours a day, seven days a week and 365 days a year. Therefore, fraud is identified early to minimize its impact and allow quick, positive action to reduce fraud losses.
- How do I sign up for text alerts? You can sign up for text alerts online, or call or visit any FW Customer Service Representative. You may receive text alerts in addition to phone calls should fraud be detected on your debit card. This service is free, but normal message and data rates may apply.
- What hours will the fraud analyst attempt to contact me? FTC laws prohibit the fraud analyst from contacting cardholders daily before 8 a.m. and after 9 p.m. in your time zone. If an alert is created before or after these times, the fraud analyst will attempt to contact you the same day or the following day during the approved hours.
- How soon will I be contacted when a potentially fraudulent transaction is flagged? The alerts are presented in the order in which they occur. Alerts are worked in a priority order with high risk transactions being reviewed first. Alerts with lower risk are worked after newer alerts with higher risk.
- How many attempts will be made to contact me? If there is no answer, the fraud analyst will leave a message with a phone number for you to return the call. If an alternate number is provided, the analyst will also call the alternate number and leave a message. You can call the fraud center back toll-free at any time of day. It is so important that FW has your most up to date phone number in our computer system so that we can verify fraud and stop it before it continues! If you have not provided us with this information, please contact your local FW branch today!
- What happens if fraud is detected and confirmed? If fraud is confirmed, then your card will be disabled immediately to prevent further fraudulent activity and you will need to come to the bank for a new debit card. With our new instant issue system, we can have a new card for you in minutes!
- Are there steps I can take to notify the CPC of an upcoming trip overseas so my debit card is not blocked? Yes, you can notify First Western and we will, in turn, notify the CPC. Please let us know the area and dates of travel. You should also always carry a second form of payment (credit cards, etc.) in the event your debit card is blocked by mistake. If your card gets blocked by the CPC, they will leave a message and phone number for you to return their call, 24 hours a day, seven days a week to have the block removed. The fraud analyst will take steps to verify your identity as the cardholder. If you, the cardholder, confirm the transactions are legitimate, the fraud analyst will remove the block.
- What if fraud is confirmed on the weekend? What do I do for funds? We always recommend you have a second source of funds to use (i.e. cash, credit card, etc.) We also have several drive-thru locations open on Saturday mornings. In Western Arkansas, our Booneville Main and Booneville East drive-thrus are open from 8:30 – 11:30 a.m. and our Caulksville location is open from 8:00 – 11:00 a.m. In Northwest Arkansas, our West Rogers, Pinnacle Hills and Bella Vista drive-thrus are open from 9:00 – Noon.
As always, if you have additional questions or concerns about this new service, please feel to contact your local Customer Service Representative at any First Western location.