Card Alert
Why did I receive a letter advising me that my card
is being replaced?
INTRUST was notified of a security breach through a payment processor. Some of your
card information may have been exposed, which is why we are proactively replacing
your card with a new number.
What will happen to my old card?
Shortly after you receive your new card, your old card will be closed.
What information was exposed?
Card numbers, expiration dates and CVV numbers. We don’t believe personal information
such as Social Security numbers, addresses and telephone numbers were involved in
the incident.
How did this happen?
When your card is used to make a purchase, the information is transmitted through
multiple payment systems. A hacker may have gained access to your card information
through one of these systems.
I recently noticed fraud on my account. Is this fraud
related to the recent incident?
It is unclear whether this fraud is related to the incident in question. It is important
to know that regardless of where the fraud occurred, you are protected by Visa’s
Zero Liability* policy and will not be liable for any unauthorized purchases.
Has the security breach been fixed?
Yes.
Since my account number is changing, do I need to notify
any merchants I use for automatic bill pay?
Yes. If you have charges that automatically bill to your check card on a regular
basis, you must notify the provider that your account number has changed. This will
ensure that your services are not cancelled or interrupted.
Will my Personal Identification Number (PIN) change?
The PIN will remain the same.
The letter states that I should receive my new card
within 7-10 days. What if I don’t receive it within that timeframe?
If you have not received your new check card within 10 business days from the date
of the letter, please call 800-828-9101 or 316-383-1680, Monday through Friday 7
a.m. to 8 p.m., or Saturday 8 a.m. to 6 p.m. If you have not received your new credit
card within 15 days of the letter, call 877-584-2957 or 316-383-5758, Monday through
Thursday 8 a.m. - 8 p.m. or Friday 8 a.m. - 6 p.m.
The numbers listed above are not the numbers I normally
call with questions. Are these valid numbers?
Special local and toll-free numbers have been created to assist with this situation,
which is why they are different from the customer service numbers normally used.
My check card is enrolled in Visa Extras. My credit
card is enrolled in INTRUST Rewards. Will my points be impacted?
Points will transfer to your new card within 60 days.
What are the chances that I become a victim of identity
theft as a result of this incident?
It is important to know there wasn’t significant personal information stolen, such
as Social Security numbers or addresses, so we believe the risk of identity theft
is greatly reduced. However, it’s always a good idea to check your credit report
regularly for incorrect information. In fact, you’re entitled to one free copy of
your credit report every year at annualcreditreport.com or by calling 877-322-8228.
If I become a victim of identity theft, how will you
help to restore my good name?
In the unlikely event you become a victim of identity theft, the consumer network
group "Call for Action" provides consumers with a toll-free telephone hotline to
assist identity theft victims. By calling 866-ID-Hotline, victims can receive free
and confidential assistance from trained counselors.
What can I do to ensure this doesn’t happen to me again?
While we employ the latest systems and technology to monitor and prevent card fraud,
and many processors and merchants also take the necessary precautions to protect
your card information, there are some practical steps you can take to help protect
yourself:
- Check your account statement promptly; and immediately report any transactions that
you don’t recognize.
- Destroy all receipts before discarding them since some of them may have your card
number printed on them.
- Guard your card – don’t use it as collateral or give out your card number to someone
on the phone, unless you initiated the call for a purchase.
- Check your credit report at least annually to ensure its accuracy.
Are there any other tips you can provide to reduce
my chances of card fraud?
Yes. There are several actions you can take to protect your personal information.
DO…
- Shred all personal and financial information – such as bills, bank statements, ATM
receipts and credit card offers – before you throw it away.
- Keep your personal documentation (birth certificate, Social Security card, etc.)
and your bank and credit card records in a secure place.
- Call the post office immediately if you are not receiving your mail. To get the
personal information needed to use your identity, a thief can forge your signature
and have your mail forwarded.
- Be aware of your surroundings when entering your Personal Identification Number
(PIN) at an ATM.
- Limit the number of credit cards and other personal information that you carry in
your wallet or purse.
- Report lost or stolen credit cards immediately.
- Review and consider whether you need your inactive card accounts. Even when not
being used, these accounts appear on your credit report, which is accessible to
thieves.
- If you applied for a credit card and have not received it in a timely manner, immediately
notify the appropriate financial institution.
- Closely monitor the expiration dates on your credit cards. Contact the credit issuer
if the replacement card is not received prior to your credit card’s expiration date.
- Sign all new credit cards upon receipt.
DON’T…
- Volunteer any personal information when you use your credit card.
- Give your Social Security number, credit card number or any bank account details
over the phone unless you have initiated the call and know that the business that
you are dealing with is reputable.
- Leave receipts at ATMs, bank counters or unattended gasoline pumps.
- Leave envelopes containing your credit card payments or checks in your home mailbox
for postal carrier pickup.
- Record your Social Security number or passwords on paper and store them in your
wallet or purse.
- Disclose bank account numbers, credit card account numbers or other personal financial
data on any Web site online service location, unless you receive a secured authentication
key from your provider.
1/21/10: Corporate Account Fraud
Read about it...
Over the past year, there has been an increase in online financial crime directed
toward businesses utilizing online banking services. Criminals are hacking into
company PCs, accessing online credentials to conduct transactions and walking away
with thousands of dollars.
Here is a recent example of a scheme used by hackers to
commit ACH fraud.
In this case, the perpetrator gained access to a PC that had a lapse in its antivirus
software coverage. The PC was then infected with malware (malicious software) known
as a Trojan Horse. With the malware, the hacker was able to obtain the customer’s
Internet banking login IDs and passwords, along with details on a recently submitted
ACH file. Posing as a bank employee, the perpetrator called the customer and indicated
that the bank conducts periodic audits needed to confirm a recent ACH transaction.
The perpetrator then asked the customer for the single-use password that appeared
on their security token. The customer complied with the request and the hackers
then had all the information needed to immediately originate an ACH file with multiple
payments to various accounts outside of the bank. The loss to the customer could
be significant.
Protecting Your Information
At INTRUST Bank, one of our most important jobs is to ensure that electronic communications
between you, our customer, and the Bank are handled in a safe and secure manner.
Our online banking services, including our ACH and wire transfer modules, were designed
with multiple layers of security to protect you and your bank information. Even
with our extensive security, we strongly encourage our customers to be as vigilant
as possible when banking online. Below are some important tips that we encourage
you to follow:
- Make sure your antivirus software and system firewall are operating properly and
are up-to-date.
- Keep your passwords secure. User passwords including PIN numbers and passwords generated
from a security token should never be shared with anyone. Please know that
INTRUST Bank will never call a customer and ask for a user password or a single-use
password from a security token.
- The Administrative ID should NOT be used for daily use.
- Review online banking reports and audit reports on a daily basis. Verify that ACH,
Wire Transfer and other transactions are valid.
- We strongly encourage you to limit, or better yet, eliminate Web-surfing activity
on those PCs that are used for commercial online banking.
- If you have multiple users performing online banking functions, make sure they are
properly trained and understand the importance of keeping your banking activity
secure.
- If you suspect that someone is trying to gain access to your online bank information,
notify a representative in INTRUST Bank’s Treasury Service Department. They can
be reached from 7:30 am to 6:00 pm at 316-383-1494 or toll free at 800-905-6630.
More Tips for Protecting Your Business
Services Offered to Decrease Your Fraud Risk
ACH fraud is now becoming as prevalent as check fraud has been. Below are additional
procedural steps INTRUST Bank can assist you in taking to protect your accounts
from both ACH and check fraud:
- Positive Pay: A check fraud prevention service that compares checks presented
for payment against a list of checks you have issued. Any exception items are made
available to your company via our Web site so you can log in, review exception items
and provide instructions for paying or returning the items.
Learn more >
- ACH Debit Block: This service automatically returns any unauthorized ACH
activity on your account. INTRUST can structure the ACH block service to either
post no ACH entries, post only ACH credit entries, or post only ACH debit entries.
Learn more >
- ACH Debit Filter: This service posts only ACH debit entries that you have
authorized. If an ACH debit is attempting to post to your account from a company
not on your approved vendor list, we will notify you via phone, allowing you the
opportunity to make a decision on whether to return the ACH transaction as unauthorized.
Learn more >
Learn More About Corporate Account Fraud
If you have technical questions about your online banking program, please contact
Treasury Services at 316-383-1494 or 800-905-6630. If you have questions or would
like to visit about the protection programs available, please contact Treasury Management
at 316-383-1255 or 800-895-2265.
6/1/09: Text Phishing Alert
Read about it...
A text phishing scam is currently circulating. Some INTRUST Bank customers have
reported receiving the fraudulent text messages, in which the offenders are trying
to coerce recipients into disclosing personal account information.
The text message claims that your card has been deactivated and requests that you
call a specific phone number to reactivate your card. Once the phone number is called,
you're prompted, via automated message, to provide your personal account information.
Offenders can use the information you provide to make fraudulent transactions.
If you receive such a text message, do not reply – neither by calling the phone
number nor by providing the information requested by the automated message. If you
already did provide your information, immediately contact the financial institution
of your potentially compromised account.
Remember, a legitimate company, including INTRUST Bank, will never request identifying
information from you via text message, e-mail or phone. This includes your Social
Security Number, account numbers, credit card numbers, PINs and passwords.