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Card Fraud Alerts FAQs

Card Fraud Alerts

Questions And Answers

What cards are included in the Card Fraud Alerts?

Card Alerts are available for both personal and business Credit Cards and CheckCards.

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What types of alerts are available with Card Fraud Alerts?

Three types of alerts are now available:  text, voice, and email.  

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Do I need to enroll in Card Fraud Alerts?

All customers are eligible for Card Fraud Alerts, however, in order to participate, you must provide us with your current cell phone number, home or work number and email address to ensure you recieve alerts. Please call our Customer Care Contact Center at 703.584.3400, option 2, visit a Banking Office near you, or send us a secure email through Online Banking.

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How can I make sure my contact information is up-to-date so that I receive the alerts?

Please call our Customer Care Contact Center at 703.584.3400, option 2.

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How do Card Fraud Alerts work?

If we see a transaction that looks suspicious based on how you use your Card, we will use a variety of communications methods with you to confirm whether or not the transaction is legitimate:  text, voice call, and email.  Alerts will be sent to you real-time as transactions occur and the suspicious transaction will be temporarily blocked until we receive a response from you.  Note that if a transaction is considered a high risk factor, the card may be blocked immediately and then we will try to contact you. 

 Alerts that are generated overnight will be sent via email only until calling and texting hours are available.  Texts will be sent from 7:00 am-10:00 pm, ET.  Calls will be sent from 8:00 am to 9:00 pm, ET.

 

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How will I be notified if there is suspicious activity on my card?

We will first attempt to contact you via two-way text message.  You can reply to the text with a “Yes” if it is a legitimate transaction that you conducted or “No” if it is not.  If we do not hear from you with 30 minutes of the text message, we will contact you via an automated voice call at the phone number of file which may be your home, cell phone, and/or place of business.  If we do not receive a response from you, we will send an email with instructions on how to validate the transaction. 

 Alerts that are generated overnight will be sent via email only until calling and texting hours are available.  Texts will be sent from 7:00 am-10:00 pm, ET.  Calls will be sent from 8:00 am to 9:00 pm, ET.

 

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How will I know the alert I receive is from Cardinal?

  • Text/SMS alerts will appear similar to the language below:
  • FreeMsg: Cardinal Bank Fraud Dept:  Suspicious txn on acct 1111:  $201.99 MERCHANT NAME.  If authorized reply YES, otherwise reply NO.  To Opt Out reply STOP.
  • If you receive an automated call, the voice will identify as being on behalf of Cardinal Bank Fraud Service Center. 
  • If you receive an email, it will be from FraudServiceCenter@cardinalbank.com.

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When I’m contacted, will I need to provide personal information?

No.  We will not ask for account or personal information if you are notified of suspicious activity.  You will simply be asked to confirm if suspicious purchases are valid or not.

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Will this prevent fraud during the transaction in real-time?

Yes.  The alert will be triggered in the middle of the transaction and will not allow the purchase to be made until we receive a response from you.

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What happens if I respond that the transaction is legitimate?

If you respond to us that the transaction was initiated by you, you will be able to attempt the transaction again within 5-10 minutes of the initial text, call, or email to validate the activity.

 

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If I do have an unauthorized transaction, will I still be able to use my card?

If you confirm that the transaction was not initiated by you, we will put your card in a blocked Lost/Stolen status and you will not be able to use your card.  We will issue a new card to you.  If you have a CheckCard, you may visit one of our Banking Offices with instant issue CheckCards (note:  we do not offer instant issue credit cards) and receive a new card that day.  These Banking Offices are identified at www.cardinalbank.com/locations

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I don’t want to receive text alerts, can I opt out?

Yes, once you receive your first text alert, you may reply with STOP and you will no longer receive text alerts.

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Will I be charged by my carrier for text alerts?

We have negotiated charges with Verizon®, AT&TTM, SprintTM and T-Mobile® so that you will not be charged standard data or message rates for SMS text alerts if you are in the U.S.  International fees will apply.

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Do I need to notify Cardinal if I’m going out of the country?

Yes, please call our Customer Care Contact Center at 703.584.3400 or 1.800.473.3247, option 2 and let us know your travel dates. Otherwise, the system may evaluate a transaction as suspicious and if you do not respond to the alert, your card may be blocked and unusable while you are traveling.

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