Introducing Fraud Scout, a new Heritage Federal Credit Union service to help protect you from fraudulent use of your Visa® credit and debit cards.

Q: What is Fraud Scout?

A: We are very excited to introduce a new automated service designed to notify you when there is activity outside of typical spending patterns on your Heritage FCU Visa credit card and Visa check card. Having an automated service enables us to contact you within moments of the transaction, receive your confirmation, and reduce the risk of us authorizing additional transactions that may be fraudulent. You may be contacted for spending outside of normal patterns in terms of frequency, amounts, regional location, etc.

Q: How will Fraud Scout Contact Me?

A: Fraud Scout will contact you using the phone number Heritage FCU has on file for you. If Fraud Scout can’t reach you to validate a transaction, your card will be blocked. To prevent your card from being blocked, please make sure we have your most recent home and cell phone number in our database.

Q: When will Fraud Scout call?

A: During the hours of 4:00 p.m. and 10:00 p.m. (CST) Monday through Friday and 8:00 a.m. and 10:00 p.m. (CST) Saturdays and Sundays, Fraud Scout will contact you to confirm transactions that are suspicious.

Q: What happens when Fraud Scout calls?

A: If you receive a call from this automated service you will be prompted to verify your identity by providing the last four digits of the primary accountholder’s Social Security Number. We will not ask for your card number, PIN number or any other personal identification number.

If you did make the transaction in question, press #1 to continue using your card. If you did not make the transaction, press #2 to block your card from further activity. You may contact Heritage FCU at 853-7306, ext. 2219, during normal business hours to request that your card be unblocked. If you do not contact us and your card remains permanently blocked, you can expect to receive a new card in approximately a week to 10 days.

Q: What happens when Fraud Scout doesn’t reach you?

A: If Fraud Scout is unable to reach you, it will leave a message for you to return the call. The message will identify Heritage FCU and provide you with a toll-free number and 7-digit reference code to use when you call Fraud Scout back. You must have this reference code when you call back. The service is available for your return call 24/7.

We may have placed a temporary block on your Visa card to prevent additional transactions until we are able to confirm the activity with you. It is important that we hear from you as soon as possible so we can determine the appropriate next steps to protect you from fraudulent use of your account.

Once you call the toll-free number and confirm whether or not you made the purchase we will either remove the temporary block or block the card permanently. If your card is blocked permanently due to fraudulent activity you can expect to receive a new card in approximately a week to 10 days.

Q: What happens if I don’t respond to a Fraud Scout call?

A: If you receive a call from Fraud Scout, and do not return the call, your card will remain blocked until you contact Heritage Federal Credit Union at 853-7306, ext. 2219, during normal business hours to request that the card be unblocked.

If you have questions about Fraud Scout please contact our Visa department at 853-7306, ext. 2219.