Protecting you from debit card fraud – day after day, year after year. The Customer Protection Center at First Western is a free risk management service that monitors, detects and prevents ongoing debit card fraud. The CPC offers review by experienced fraud analysts 24 hours a day, seven days a week, 365 days a year. We want to identify fraud early and take quick, positive action to minimize the impact and reduce losses.
If you have additional questions about this service, contact your local Customer Service Representative at any First Western location.
Customer Protection Center FAQ
- What happens if possible fraud is detected?
If we detect possible fraud on your debit card, we will attempt to contact you by phone. If you choose, you can also sign up for text alerts, which will send you a text in addition to the phone call. You can sign up for text alerts online, you may also call or visit any of our Customer Service Representatives. The text alert service is free, but normal message and data rates may apply.
- What hours will the fraud analyst attempt to contact me?
Federal Trade Commission laws prohibit the fraud analyst from contacting cardholders daily before 8 a.m. and after 9 p.m. If there’s an alert 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 any time of day or night. This is why it’s so important that First Western has your most up-to-date phone number – 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 First Western 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. 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 notify the CPC. Please let us know the area and dates of travel. You should also 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 confirm that 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 (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., our Caulksville location is open from 8:00 – 11:00 a.m. and our Fort Smith location is open from 9:00 a.m. – Noon. In Northwest Arkansas, our West Rogers, Pinnacle Hills and Bella Vista drive-thrus are open from 9:00 a.m. – Noon.