HOW WE PROTECT YOU
HOW WE PROTECT YOU
Texts from City Bank's Fraud Center
There's a new layer of communication to keep you informed when it comes to irregular or potentially fraudulent activity on your debit card. We now text customers in the event there is any irregular or fraudulent activity as we take precautions on your behalf to temporarily deactivate your City Bank debit card. No enrollment is needed. You are automatically enrolled when you sign up for a City Bank debit card.
How it works
You will receive a text message that will allow you to confirm or deny fraud with a simple “YES” or “NO” reply. If the activity is valid, you will be asked to contact City Bank for further assistance.
If you fail to respond within 20 minutes after the text notification has been delivered, an automated call from our Fraud Center will contact you asking you to confirm or deny any fraud. If there is no answer, a message will be left asking you to contact us. The contact window for phone calls is 8:00 am - 9:00 pm in the cardholder's time zone. Text messages will be sent 24/7.
Additionally, this service is not associated with BNK-N-GO, our text-based mobile banking product. Text messages sent to customers in regards to irregular or potentially fraudulent activity will be sent from a separate shortcode.
What can you do?
- Keep your phone numbers current so that we may contact you.
- Notify us of your travel plans to avoid issues with your debit card.
- If your debit card is lost or stolen, contact us as soon as possible to deactivate it.
Fraud Center Numbers
Phone: (800) 241-5273
SMS Short Code: 96923
Save the numbers in your phone as City Bank Fraud Center so you know who is contacting you if you receive a phone call or text if there is potential fraud on your account.
City Bank takes a layered approach to help protect your accounts and your identity through our online banking system. How does it work?
- Every time you log in to City Bank Online Banking on a new device or from a location we've never seen you log in from before, you will be asked to select an option, , which will be either your registered phone number for a text message or voice call, to which we will send a temporary secure access code.
- Once you receive and enter the temporary secure access code you can choose to register or not register the device and/or internet browser. Once a device and/or internet browser is registered you will not be asked to receive and enter a secure access code again unless you perform computer maintenance and/or have settings on your device and/or internet browser that prevents the registration from being saved.
- This process is an out-of-band method of authentication that helps protect against others logging into your account even if they somehow know your password.
We do not sell or share your e-mail address with third parties to use to independently market you for their products.
Security Reminder: Never provide personally identifiable information (Social Security Number, Account Number, etc.) in response to an e-mail. For security purposes, City Bank will not contact you for this information over the phone or through an unsecured e-mail. And if we direct you to log in, we will always send you to our homepage at city.bank. If you are ever unsure if an email, text message, or phone call is from us, please hang up and call us directly to verify the authenticity of the person you are speaking to.
Secure File Exchange
City Bank provides a limited number of methods to securely exchange personal information with our customers. City Bank encourages you to avoid using email, public file sharing services, or any method other than those we provide. For more information, please contact us at 800-687-2265.