EnFact Debit Card Fraud Protection

EnFact FAQs

• How do text alerts work?

  Once enrolled, you may receive a text if unusual activity is detected on your account. The text alert will come from 69293. Simply follow the text message prompts and respond.
  If you recognize the transaction, you should reply “YES” and your card would continue operating as normal.  
  If you do not recognize the transaction, you should reply “NO” and your card would have a temporary hold placed.  You may be instructed to call us to further review any additional activity.

• What questions will you be asked?

  To identify yourself, you will be asked for some basic information.

  
  You may be asked things like:

  
  1.    Your Name
  2.    The last 4 Digits of your Social Security Number (but never your full SSN)
  3.    A case number
  

  Here are items you would NEVER be asked to provide and would be a sign of a fraudulent caller.

  
  1.    Your full card number information, including the 3-digit code from the back of the card
  2.    Your Personal Identification Number (PIN) information
  3.    Your full Social Security Number
  4.    Any secret password information
  

• What numbers will EnFact call or text me from?

  Text message alerts:  If our system detects unusual activity on your card, you will receive a text message with details about the suspected transaction. Legitimate EnFact text alerts will never include a link.

  
  Do not click on any link in a text message claiming to be from EnFact. Authentic alerts will describe the suspicious transaction and ask you to reply directly with options such as “yes,” “no,” “help,” or “stop.”

  
  EnFact alerts will always come from a 5-digit short code (69293), not from a standard 10-digit phone number.

  
  You will also receive a phone call, which is generated from random numbers.  Make sure Horizon Bank has your current contact information so you can be reached if fraudulent activity is suspected.

  
  Always let Horizon Bank know when you plan to travel. This helps to avoid potential blocks on your debit card. We recommend always carrying multiple forms of payment with you, just in case.
  

  We may call you: 

  
  If we suspect fraudulent activity on your debit card and cannot reach you by text, a Horizon Bank Fraud Detection advisor may call to verify your recent transactions.  Your prompt response is important to help prevent potential fraud and avoid any restrictions on your card.
  Our automated call system may ask you to confirm your identity and enter your 5-digit ZIP code using your phone keypad. You will not be asked to provide sensitive personal information.

  
  If you indicate that a transaction is fraudulent, your call may be transferred to a representative who will ask additional questions to verify your identity before reviewing your transactions. You will also be given a toll-free number if you need further assistance.

  
  To ensure we can contact you quickly if suspicious activity occurs, please keep your phone numbers (mobile, home, and work) and mailing address up to date.
  

• What should you do if contacted?

  •    Confirm or deny transactions.
  •    If transactions are legitimate your card will be cleared, and the transaction will be processed.
  •    If transactions are fraud, you will be asked to contact your local branch or the Communications Center to start the debit card dispute process.
  

• What should you NOT do if contacted?

  •    Do not click any links.
  •    Never give out your pin or any codes that are sent to you (even if the person calling claims to be Horizon Bank).
  •    If someone is urging you to confirm a "not fraud" action for a purchase you did not make, it is likely a phishing scam. 

• What kind of activity might be considered suspicious?

  •    Your card was used to make a purchase out-of-state (be sure to tell us if you're traveling, so we can flag your card).
  •    Your card was used to make a transaction with a larger dollar amount, or a series of larger dollar amounts than you typically spend.
  •    Your card was used to make a purchase at a store you haven't frequented or visited in the past.
  •    Your card was used out-of-state or at a retailer, you don't frequent and your PIN number was entered wrong.
  •    Keep in mind that you may not receive a call each time you find yourself in one of these situations. EnFact predicts the probability of fraud by comparing current transactions to current fraud trends and reaches out when something seems suspicious.