Fraud Prevention Services
QNB Bank proudly offers round-the-clock fraud prevention services to all its QNB Check Card holders through automatic fraud monitoring and optional text alerts.
Check Card Fraud Monitoring
The Fraud Center automatically monitors your QNB Check Card transactions 24/7 to identify potential fraud. Here’s how it works:
- Shortly after potential fraud is detected on your QNB Check Card, you will receive an automatic SMS (text) message from short code 96923 with the option to respond that the charge is valid or fraudulent.
- If no text response is received, an email will be sent 5 minutes later which also has the option to respond and confirm fraud or not fraud.
- If there is no response to the email, phone calls originating from 800-237-8990 will start 5 minutes after the email is sent. Calls will be made to home, cell, and work numbers. A voice mail message will be left on cell and home phone numbers. Outgoing Fraud Center calls will only be made between 8am-9pm while inbound calls, text messages, and emails can be made 24x7.
If you receive a fraud alert message from the Fraud Center, you are encouraged to reply to the message with the appropriate response, rather than calling QNB directly. Soon after a potential fraud incident, you will received an SMS (text) message from short code 96923 that looks like this:
FreeMSG Fraud Center Alert/QNB Bank 800-237-8990 Verify 19Aug $5.00 SALE on card 5960.
If valid reply Y, if fraud reply N. To Opt Out reply STOP.
To confirm that the transaction is valid, reply 'Y'. You will then receive a message thanking you for confirming the activity and that you may continue to use your card. To confirm that the transaction is fraudulent, reply 'N'. You will then receive a message stating that the card is now blocked and to call the Fraud Center callback number provided in the message.
Remember – all Fraud Center SMS (text) messages will originate from short code 96923. You can add this number to your phone to recongnize text messages sent from the Fraud Center. In addition, phone calls will originate from 800-237-8990. You add this number to your phone to recognize incoming phone calls from the Fraud Center.
Add an extra layer of security against fraud to your QNB Check Card by signing up for this FREE* service. smsGuardianTM is an optional text alert notification service designed to help protect you against fraud. Simply enroll your QNB Check Card in this complimentary service to receive text alerts on your mobile phone or tablet. When you enroll, you'll get a text alert when your check card is used for all approved and denied transactions as well as fuel purchases. Here's how it works:
- If you made the purchase or transaction, you don't have to do anything.
- If you believe the purchase or transaction is fraudulent, immediately call the 888 number provided in the text message.
Here's an example of what a text message alert will look like:
QNB Guardian Alert on card 12341 at XYZ Store2 for $52.993.
Call 88829734164 if unauthorized. Reply STOP to stop alerts.
1This will be the last four digits of your card number
2This will be the name of the merchant
3This will be the purchase amount
4This will be number you call to confirm fraud
*Message and Data Rates may apply from your mobile service provider. Enrollment required for smsGuardian service activation. Your mobile device must have the ability to send and receive text messages. After initial sign-up to this service, you may discontinue the receipt of alerts immediately by texting the word STOP in reply to a Guardian Alert. To view the Terms and Conditions of this program or to unsubscribe from this service entirely, please visit the smsGuardian website. Text alerts do not replace regular Fraud Center monitoring of your accounts. smsGuardian is a trademark of JHA Payment Processing Solutions, Inc.
Check Card Fraud Monitoring
Q: What must I do to enroll or register for this fraud monitoring service?
A: All transactions on your QNB Check Card will automatically be monitored 24/7 to identify potential fraud. All we need from you is a current phone number on file. To make sure we have your current phone number on file or to update your phone number, please call our Customer Service Center at 215-538-5605.
Q: What is the fee for this fraud monitoring service?
A: There is no fee.
Q: How will I be contacted if potential fraud is detected?
A: The Fraud Center will first send you an SMS (text) message. If no text response is received, an email will be sent 5 minutes later. If there is no response to the email, phone calls will start 5 minutes after the email is sent. A voice mail message will be left on cell and home phone numbers. Outgoing Fraud Center calls will be placed between 8 a.m. and 9 p.m. while inbound calls, text messages, and emails can be made 24x7. If you receive a fraud alert message from the Fraud Center, you are encourage to reply to the message with the appropriate response, rather than calling QNB directly.
Q: How will I know whether or not the call is legitimate?
A: All Fraud Center calls will originate from 800-237-8990. You can add this number to your phone's contact list to recognize incoming phone calls from the Fraud Center. Remember, the Fraud Center will never ask you to give your full card number, PIN, or account number. Never give out your full information, no matter how legitimate the request may sound.
Q: What happens to my card if you are unable to reach me?
A: While we do not wish to cause you any inconvenience, our primary objective is to protect the security of your account. Therefore, if we are unable to verify the suspicious activity on your account, the transactions will be rejected and your card will be temporarily blocked from future transactions. Consequently, we encourage you to always carry another form of payment.
Q: What should I do if I plan on traveling?
A: If you are planning a trip, please contact QNB Customer Service beforehand at 215-538-5605 and let us know what states or countries you will be visiting. This will allow us to place an alert on your card, preventing transactions in these specified travel areas from being identified as suspicious activity.
Q: Is my QNB Credit Card monitored?
A: Your QNB Credit Card is monitored by a different program.
smsGuardianTM Text Alerts
Q: What must I do to enroll or register for this text alert service?
A: Visit the smsGuardianTM website to sign up and follow the enrollment process.
Q: What is the fee for this text alert service?
A: There is no fee.
Q: Are there security features in place to protect cardholder information from transmitting in text alerts?
A: Full cardholder information is not included in the smsGuardianTM text message. This service is compliant with Payment Card Industry Data Security Standards.
Q: What happens if I don't respond to a text?
A: Nothing. If no confirmed fraud response is received from you, the message will time out after 12 hours and your check card will remain active.
Q: What do I do if a transaction is valid?
A: Nothing, simply ignore the text. No reply from you indicates to the system that the transaction is valid.
Q: If I call the 888 number to confirm fraud, how long does it take to block the card?
A: Cardholder responses are given the highest priority in the system. Responses are review and blocks are placed as soon as possible.
Q: How many devices can I have enrolled?
A: You may enroll up to 2 devices per card in the smsGuardianTM service.
Q: Can I set the service to not disturb me during certain periods of time?
A: Yes. You can enable the 'Do Not Disturb' option for periods of time that you do not want to receive alerts.
Q: If I have a 'Do Not Disturb' window setup on my device and an alert occurs, does smsGuardianTM send a text when the window is off?
A: During the 'Do Not Disturb' window, alerts will not be sent. When this time period is over, text alerts will be transmitted, including any created during the 'Do Not Disturb' window.
Q: What if I receive a text alert for an amount higher than what I authorized from a gas station or restaurant?
A: Some gas stations will process a pre-authorization for an amount greater than what was actually pumped. The correct amount will be debited from your account. In addition, some restaurants will process a pre-authorization for an amount greater than the bill amount and the tip. The correct amount will be debited from your account.
Q: What if I am traveling out of the country?
A: You would need to stop the service all together, and re-enroll upon reentering the United States.
Q: What if I receive a new card?
A: Simply reply STOP to 27576 to deactivate your old card text alerts and re-enroll your new card on the smsGuardianTM website.
Q: What mobile carriers support this service?
A: All major phone carriers are supported. You will receive an alert message every 30 days reminding you of your subscription if your mobile service provider is Sprint, Nextel, Boost or Virgin.
Q: How long is the enrollment period?
A: Cards will be enrolled for one year.
Q: Will I receive a renewal notification when my enrollment is expiring?
A: Yes. A renewal notice will be sent to your mobile device 6 days prior to enrollment expiration. A total of 3 renewal text message attempts will be made before the device is set to expire. If you do not respond, the device will be removed from smsGuardianTM upon the expiration date.
Q: How do I stop receiving text alerts?
A: Reply to an smsGuardianTM text alert by texting STOP. All QNB cards tied to the phone number will no longer receive text alerts. You may also unsubscribe from this service entirely on the smsGuardianTM website by signing in and following the steps to unsubscribe. If you accidentally reply STOP and would like your alerts back, simply re-enroll in the smsGuardianTM service.
Q: What if I need help regarding the smsGuardianTM service?
A: For help with this service, text HELP to 27576 to receive service information.