Security & Fraud

Security & Fraud

Robins Financial Credit Union is committed to keeping your accounts safe and protected. Find out how we protect you and how you can protect yourself.

How Robins Financial Can Protect You

Robins Financial Credit Union offers digital services and telephone teller access to help protect you from Identity Theft. Using digital services can help to eliminate the risk of having your statement lost or stolen. You can easily store records and save on paper and postage.

Our telephone teller gives you 24-hour access to your account from any phone. This service allows you to:

  • Obtain account balances
  • Transfer between accounts
  • Make loan payments
  • Cancel and activate debit/credit cards
  • Verify the last ten transactions on your account

You can also access your account at any of our branch or ATM locations.


How to Protect Yourself

At Robins Financial, the safety and security of our members is a top priority. We are committed to keeping you and your accounts safe and protected.
Unfortunately, the scams we are often notified of are becoming increasingly sophisticated, making them harder to detect and thus harder to protect yourself from. Here are some of the current scams we are frequently finding, and what you can do to arm yourself against these attacks:
With phishing scams, identity thieves pretend to be someone else in order to deceive people into providing their Social Security numbers, financial account numbers, PIN numbers, mothers’ maiden name, and other identifying personal information. While this commonly occurs via email, there has been an emergence of phishing via phone calls, known as “vishing” (voice phishing). In this instance, a caller may claim to be from Robins Financial to try to get you to tell them your Personal Identification Number (PIN) and/or Secure Access Code (SAC), thus bypassing our security controls. They would then have the ability to initiate fraudulent transactions against your account. It has been reported that these fraudsters have spoofed our phone number in an attempt to make their scam appear more legitimate. For more information about vishing scams, check out this article from CUNA.
Robins Financial will never ask you to provide your PIN or SAC over the phone. If you are ever unsure of whether a call is legitimate, you can always come into a branch to speak with one of our staff and we will verify the validity of the call.
Work from Home or Self-Employment Scams
These types of scams present themselves via unsolicited phone calls, emails, or text messages from someone posing a potential employer. They may claim that they saw your resume posted online, or perhaps you responded to a posting on an internet job board, and they have an opportunity for you to work from home and make large sums of money. Unfortunately, the position does not actually exist. The potential employer may request Digital Banking credentials to access remote deposit and make fraudulent deposits into your account to act as the first official paycheck. Or, the potential employer may mail a fraudulent check along with deposit instructions, specifying for only a portion of the funds to be kept for yourself, and wire the remaining funds elsewhere.
Remember, just because the check clears, does not mean it is a good check. If you ever receive a check and are unsure of whether or not it is a scam, contact us and our staff will be glad to assist you in verifying the legitimacy of the check.
Advance Fee Scams
Similar to the fraudulent check from a potential employer, this type of scam also features receiving a check with instructions to only take a portion of the proceeds, and send the remaining funds to someone else. For example, you are selling an item online, and the buyer send a check for significantly more than the selling price. They then request that you forward the remaining funds to a moving company who will arrange pick up of the merchandise.
Be wary if someone sends you a check and asks you to send some of that money back to them or to someone else. You should never accept a check that is made out for more than your selling price.
Romance Scams
Most people are familiar with the concept of catfishing, wherein someone online pretends to be someone they are not, but romance scams take this a step further. If you connect with a con artist, you may find yourself both emotionally and financially devastated. Though forming a relationship and building trust may take some time, the scammer will eventually ask for money, possibly claiming it is needed for travel to come visit, medical bills, or to help them out of some other fictitious situation. If you agree to pay the first time, the scammer will continue to come up with new reason to request money until either you eventually realize that this is a scam, or are have no money left to give.
It should be considered best practice not to send money to people whom you haven’t met. If they refuse to meet you in person or even speak by phone or video chat, let them know you are uncomfortable sending them money.
Using this information will help you keep yourself and your accounts safe and protected. While knowledge and awareness are the best tools to defend yourself against scams, the fraud protection services we offer act as an extra barrier to help protect our members from fraudulent attacks.

Helpful Travel Tips

Follow these steps while traveling to ensure that Fraud Prevention can reach you during your travels, should it be necessary:
  • Update your phone numbers with us, including your cell number.
  • Provide us with a temporary phone number.
  • Be sure to let us know when you return so we can remove this temporary number.
  • Add a travel notification in our Card Guard app by setting your travel destination, your departure and return date to avoid transaction declines.
Also, if you are traveling abroad, please take the toll Free international numbers with you, should you need to contact Fraud Prevention. When calling the international number(s), please wait on the line until an operator answers and ask to be transferred to Fraud Prevention.

Fraud or Dispute

Is it Fraud or Dispute?
Participation is the key in determining whether a transaction is fraud or a dispute. If you have ever done business with the merchant or given them your card number, it is NOT fraud. If you have NEVER given the merchant your information, then it is fraud.
Why does it matter?
If we dispute a transaction as fraudulent and the merchant can prove that you have an account with them, you cannot get your money back. However, if we send your transaction back as a dispute, we have a better chance of getting your money back.
Cardholder Dispute Form

Falcon Fraud Prevention Services

Robins Financial Credit Union Visa® debit and credit cards are monitored 7 days a week, 24 hours a day for fraud detection by Falcon Fraud Monitoring. You may be contacted by Voice Response Unit (VRU) or a live representative from 8:00am – 9:00pm EST, to verify that your transactions are valid. If you are unavailable, you will receive a message asking you to call 866-864-9677 (toll Free). If we do not hear from you, we may block your card at our discretion.
Please note that Falcon Fraud Representatives will never ask you to give out your card PIN, secure code (back of your card) or your card’s expiration date. They will however, need to verify some basic information to confirm your identity.
For cardholders who are traveling abroad, we have a list of Visa® International Toll Free Numbers for Falcon.
If the charges are valid, you may continue to use your card. If the charges are not valid, your card will be blocked to prevent any further fraudulent activity. You will then need to contact us directly to report the fraud and order a replacement card.
Note: Fraud Prevention cannot stop a charge once it has been approved. They simply block your card to prevent further fraud.
Restricted Transactions - In an effort to try and combat fraudulent activity, Robins Financial Credit Union may from time to time limit certain types of transactions.
Sign up for e-Alerts - If you have Digital Banking you can sign up for e-Alerts. This is just another way to monitor your account and your transactions.
* Visa® liability guidelines apply; see a member service representative for details.

Reporting Fraudulent Activity


If you suspect fraudulent activity on your account, immediately report it by contacting us.
Report a lost or stolen debit/credit card by blocking your card using one of the following methods:
  • Digital Banking - Use the "Report Lost/Stolen card" option in the left menu.
  • Using our 24-hour telephone teller - Press option 1 and then option 3.
  • Call our call center, or visit a branch during regular business hours.
To order a new card please contact our call center, or visit one of our branch locations.
Please complete this Card Fraud Form to receive credit to your account for the fraudulent transaction(s).
Report lost or stolen checks by putting a stop payment on your checks using one of the following methods:
  • Using our 24-hour telephone teller - Press option 1 and then option 6
  • Call our call center, or visit a branch during regular business hours
Please contact our call center, or visit one of our branch locations for all other fraud reports or inquiries such as:
  • Unauthorized Check/Paper Draft Activity
  • Unauthorized ACH withdrawal
  • Unauthorized wire transfer
  • Fraud involving a loan