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FAQs

Fraud text alerts protect your Mobility Credit Union debit and credit cards.

Fraud text alerts begin May 10, 2021.

HOW DO I ENROLL IN FRAUD TEXT ALERTS?

If you’ve provided your mobile number to Mobility Credit Union (MCU), you’ll be automatically enrolled to start receiving fraud text alerts.

If you need to verify or update your mobile phone number, go to your Settings in Digital Banking or call us at (214) 574-2000 Monday through Friday, 8:00 a.m. to 6:00 p.m.

 

WHAT HAPPENS IF THERE IS A SUSPICIOUS TRANSACTION ON MY CARD?

If a suspicious transaction is detected by our real-time fraud monitoring service, we may block your card immediately for your protection. If you confirm that the transaction is valid, your card will be available for immediate use.

 

WHAT SHOULD I DO WHEN I RECEIVE A TEXT MESSAGE ABOUT FRAUD ON MY MCU CREDIT UNION DEBIT OR CREDIT CARD?

If you receive a fraud text alert, you can reply via text message to confirm whether the transaction is valid or not.

For debit/credit cards:
If the card transaction is valid, reply “Yes.” This will tell our fraud monitoring service that the transaction is not fraud, and you can continue to use your card as normal.

If the card transaction is not valid, reply “No.” The transaction will be blocked, and you’ll be instructed to call one of our fraud prevention specialists.

 

WHAT IF I DON’T RESPOND TO THE TEXT MESSAGE?

If you don’t respond to a fraud alert text message, you will receive an automated phone call to the number we have on file. If there is still no response, a fraud prevention specialist will attempt to reach you by phone. We’ll place a temporary hold on your card until we receive confirmation regarding the transaction.

 

HOW DO I OPT OUT OF FRAUD TEXT ALERTS?

You can opt-out of text alerts by replying “STOP” to any fraud alert text message.*

*If you opt out of text alerts, you are also opting out of call alerts from the fraud department. An MCU employee will call you on the next business day to review the transactions.

 

WILL I BE CHARGED FOR FRAUD TEXT ALERTS?

No. This is a free service for our members that allows you to receive and respond via text message without incurring charges from your wireless carrier.

 

WILL FRAUD TEXT ALERTS BE SENT TO AUTHORIZED CREDIT CARD USERS?

No. Fraud text alerts will only be sent to the primary mobile number listed on the account.

Debit cards: Report lost or stolen cards immediately to us by calling (214) 574-2000 during regular business hours. To report your card lost or stolen after business hours, call 1 (800) 472-3272. If you have received a call referring to fraudulent or unusual activity on your card, call 1 (800) 262-2024.

Credit cards: Report lost or stolen cards immediately by calling 1-877-221-5796 or 1 (571) 526-3617 outside the U.S. To reach a credit union representative during business hours, call (214) 574-2000.

Personalized Fraud Protection

Personalized Fraud Protection with Mobility CU Card Secure

Mobility CU Card Secure helps you protect your debit and credit cards by sending you transaction alerts and giving you the ability to define when, where, and how your cards are used. Simply download the Mobility CU Card Secure app to your smartphone, then customize your alert preferences and usage settings to monitor and manage your cards.

 
 

Have questions?

Call us at (214) 574-2000

Text us at (214) 888-4007

Email us at info@mobilitycu.com

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