Fraud Text Alerts FAQs

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  • What are Fraud Text Alerts for my debit and credit card?

    We may text you and ask you to confirm a card transaction to help prevent fraud on your card.

  • Why may you text me?

    We may text you when we are suspicious about how your card is being used, for example, if it is being used:

     

    • outside your normal purchasing patterns,
    • in another country, perhaps for the first time,
    • at unusual times, and
    • in a pattern that matches known fraud trends.

  • How will I know the text is from First Trust Bank?

    • For Debit Cards the text will come from +447537414900;
    • For Consumer Credit Cards the text will come from +447537414532; and
    • For Commercial Credit Cards the text will come from +447537414534.
     
    These numbers are for texting only and won’t answer if you ring them.  We will identify ourselves straight away as ‘First Trust Bank’. We will not ask you for account numbers or PIN numbers. We will ask you to confirm whether or not you made a transaction with a simple ‘Y’ or ‘N’ reply. If you are not happy to answer the text, you can call the number on the back of your card.
  • What will the text say?

    Here is a sample of the text we may send you. It will not identify you or your card:

     

    First Trust Bank: Please confirm spend with card ending 1234. DD/MM/YY GBP 000000000 at Amazon Digital. If this is yours, reply ‘Y’, if not reply ‘N’.

  • What happens then?

    If you reply ‘Y’, we will send you this message:

     

    First Trust Bank: Thank you for confirming spend of GBP 000000000 at Amazon Digital. It’s OK to continue using your card.

     

    If you reply ‘N’ we will send you this message:

     

    First Trust Bank: Thank you for your reply. We have placed a hold on your card and it cannot be used. Our Fraud Team will contact you shortly.

     

    If you reply ‘N’, we will place a hold on the card and get in touch with you to let you know what you need to do.

  • What happens if I don’t reply to a text?

    If you do not respond within four hours of receiving the original text we may send another message:

     

    First Trust Bank: We are unable to confirm spend on your card. We have placed a hold on your card. Please call us on the number on the back of your card.

  • What happens if I reply with something other than ‘Y’ or ‘N’?

    ‘Yes’ ‘Yep’ ‘Ye’ ‘Yeah’ will be treated as ‘Y.

     

    ‘Nope’ ‘Na’ will be treated as ‘N’.

     

    For any other reply (for example ‘I don’t know’) within four hours, we may send another text:

     

    First Trust Bank: Your response is unclear. Please reply “Y” if genuine, “N” if you didn’t spend GBP 000000000 at Amazon Digital.

     

    If you respond again with an unclear response within four hours, we may send a further text:

     

    First Trust Bank: We are unable to confirm spend on your card. We have placed a hold on your card. Please call us on the number on the back of your card.

  • What happens if I reply four hours after you first sent me a text?

    At that point we may call you, but in any case we may send you this response:

     

    First Trust Bank: If you have not spoken to us already please call us on the number on the back of your card as soon as possible.

  • When will you send me texts?

    We send texts as soon as we suspect activity on your card that is outside normal patterns. This may be at any time of the day and on any day of the year.

  • Do I have to register for text alerts?

    No, if we have a mobile phone number for you, we may send you a text automatically whenever necessary. 

  • Can I opt out of text alerts?

    Texts to alert you to possible fraud are an addition to our existing fraud detection programme. If we have a mobile phone number for you, we may include you.

  • Can I call the number that texts me?

    The number that texts you will not answer if called. We send the text automatically when we notice something on your account that is outside your normal pattern. If you have any queries about the text you can call the number on the back of your card. 

  • Is there a cost for text alerts?

    Receiving a text from us will cost you whatever your mobile phone operator charges you for receiving a text.

  • Will it cost me to reply to First Trust Bank?

    To reply to us will cost you whatever your mobile phone operator charges you for sending a text.

  • How can I check what number First Trust Bank have on file in order to text me?

    If you are registered for Online Services (Online, Mobile and Phoneline Banking) you can check which phone numbers we have saved for you through Online Banking. 


    Simply log in to Online Banking and select 'My Details' from the 'Services & Settings' drop down menu and follow the instructions to display your contact details. You can also change your home, mobile and work phone number, as well as your email address on this screen. You will need your Card Reader or Code Card to do this.

     

    Alternately, call the number on the back of your credit or debit card and we will be able to confirm the mobile number we have for you. 

  • Will you email me for a fraud alert?

    We may text you and in some cases call you. We won’t email you because texting or calling is more immediate.

  • What happens if I don’t have a mobile phone or my phone doesn’t receive texts?

    If we can’t reach you by text to ask you to confirm a card transaction, we will try to call you. If we are unable to make contact with you we will place a hold on your card and send you a letter and wait for you to call us.

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