How to Report Fraud to RBFCU
Report fraudulent text messages, transactions and more
Help us thwart fraudsters by reporting fraud if you see it! Even if you didn’t fall for a fraudster’s message, reporting fake RBFCU notifications can help us prevent other members and non-members from falling victim to a costly scam.
Remember: RBFCU and RBFCU employees will never initiate a phone call, email or text message to anyone — members or non-members — asking for your sign-in information, including usernames, passwords, security questions and answers, multifactor authentication (MFA) codes, MFA recovery codes and one-time passcodes (OTP), or other personal information, like account, credit card, debit card or Social Security numbers. Also, RBFCU employees will never need to sign in to your Online Banking account on your behalf. If someone contacts you claiming to be an RBFCU employee and asks you to approve a sign-in request for them, do not respond.
If you believe your account, username or password has been compromised, you should immediately contact RBFCU at 210-945-3300 for assistance.
Use the contact information below to report fraud to RBFCU. We’ve also included links below to help you report fraud to other agencies.
I want to report ...
If you receive an unsolicited text message or email that appears to be from RBFCU, do not respond to the message, do not click any links and do not open any attachments.
Forward any suspicious emails and text message screenshots to abuse@rbfcu.org, then delete the message.
If you’re unsure, you can always contact RBFCU to verify if the text message or email is legitimate or not before taking any action.
If you receive an unsolicited phone call that appears to be from RBFCU, or the person claims to be an RBFCU representative, do not provide or confirm any personal information and hang up.
Contact RBFCU to verify if the phone call was legitimate or not, and report it.
If you need assistance reporting a fraudulent transaction, sign in to your Online Banking account to chat with a representative. You can also call the Member Service Center at 210-945-3300.
How to dispute a debit card, checking, savings or Money Market transaction
- Sign in to your Online Banking account.1
- On the Account Summary page, select the account where the transaction occurred
- Find the transaction in your recent transactions list
- Click the down arrow to the left of the transaction name to see more details
- Select “I want to dispute this transaction.”
- Provide the required information and follow the prompts to dispute the transaction
1Account transaction disputes are not available on the RBFCU Mobile® app.
How to stop payment on a check
- Sign in to your Online Banking account2
- On the Account Summary page, click on the “I Want To...” drop-down menu (three vertical dots to the right of your account’s name)
- Select “Stop Payment”
- Select “Stop a Check,” then provide the check details and follow the prompts to submit a stop payment request
2Stop payment is not available on the RBFCU Mobile app.
How to report debit card fraud
Call RBFCU 24 hours a day, seven days a week.
- San Antonio/Corpus Christi/Dallas-Fort Worth: 210-945-3300, ext. 42264
- Austin: 512-833-3300, ext. 42264
How to dispute a credit card transaction
- Sign in to your Online Banking account or the RBFCU Mobile app
- On the Account Summary page, select the credit card account where the transaction occurred
- Select “View More”
- Find the transaction in your “Recent transactions” list. If no transactions are displayed, click “ALL TRANSACTIONS” to see more transactions. You may also have to switch to a different statement using the “Statement” drop-down
- Select “... Actions” to the right of the transaction amount. On mobile, select the right arrow
- Select “Dispute” or “Dispute transaction”
- Provide the required information and follow the prompts to submit a dispute
To freeze your credit card or debit card and/or report it lost or stolen, visit “Manage Cards” in your Online Banking account. Select the card you need to update, and follow the prompts. You can also complete this on the RBFCU Mobile app by tapping “Manage Cards” in the bottom menu.
To report a lost or stolen credit card over the phone, call our card servicing partner 24 hours a day, seven days a week.
- World Cash Back cardholders: 1-888-999-4355
- Premier Rate and Business Select cardholders: 1-888-999-4336
To report a lost or stolen debit card over the phone, call RBFCU 24 hours a day, seven days a week.
- San Antonio/Corpus Christi/Dallas-Fort Worth: 210-945-3300, option 4
- Austin: 512-833-3300, option 4
If you see suspicious activity in your account that you didn’t authorize — such as notification that your password was changed or your contact information was updated — your Online Banking account may have been compromised. You should immediately contact RBFCU at 210-945-3300 for assistance.
If you’re still able to access your Online Banking account, report the unauthorized access to RBFCU and take the following steps:
- Sign in and check your account for any changes or transactions that you did not authorize — for example, changes to your email address or other contact information, or fraudulent transfers
- To check your contact information: Select the profile icon, then Profile Settings, then Contact Settings. Be sure to update any incorrect or outdated information
- Next, remove any devices with access to your account that you don’t recognize
- To deactivate a device: Select the profile icon, then “Profile Settings,” then “Security Center,” then “My Devices.” Select “Deactivate” under the device you want to remove
- Next, change your password to a strong, unique password. Get tips on creating a strong password here
- To change your password: Select the profile icon, then Profile Settings, then Security Center
- Consider changing your username, since it’s likely it has also been compromised
- To change your username: Select the profile icon, then Profile Settings, then Security Center
- Enable multifactor authentication (MFA) for your account. Get directions for setting up MFA here
If you’re unable to access your Online Banking account, try the self-service options to reset your username and/or password. If you’re still unable to regain access to your account, contact RBFCU at 210-945-3300 or visit your nearest branch for assistance.
Additionally, you should monitor your accounts regularly and report any suspicious transactions.
If you believe a vulnerable adult* is the victim of financial exploitation, RBFCU offers a Fraud/Elder Care Team that can assist if there is a chance that exploitation has extended into the person’s RBFCU accounts. Inquiries for the RBFCU Fraud/Elder Care Team can be made by calling 210-945-3300 or emailing fraud@rbfcu.org.
In addition to alerting RBFCU if you suspect a vulnerable adult is the victim of financial exploitation, please report the incident to:
- Texas Department of Family and Protective Services: Visit txabusehotline.org or call 1-800-252-5400 to file a report
- If you live outside of Texas, you can find information about your local Adult Protective Services office at the U.S. Administration for Community Living’s Eldercare Locator at eldercare.acl.gov or by calling 1-800-677-1116.
- National Elder Fraud Hotline: Visit ovc.ojp.gov or call 1-833-FRAUD-11 (1-833-372-8311) to file a report
- FBI’s Internet Crime Complaint Center: Visit ic3.gov/Home/ComplaintChoice and select “Elder Fraud (Victims 60 and Over)” to report internet crimes against the elderly
- Senior Medicare Patrol: Visit smpresource.org or call 1-877-808-2468 to report Medicare fraud
- Social Security Administration: Visit SSA.gov to report fraud involving Social Security programs
- Texas Attorney General’s Office: Visit texasattorneygeneral.gov to report consumer complaints and scams
- If you live outside of Texas, you can look up your state’s attorney general on the National Association of Attorneys General website
- Your local law enforcement, if you believe a crime has been committed
- Any financial institutions or creditors involved
*Under Texas Human Resources Code Chapter 48, vulnerable adults are defined as persons 65 years or older, or persons with a mental, physical or intellectual/developmental disability that substantially impairs the person’s ability to provide adequately for their care or protection.
Is it fraud?
It’s sometimes difficult to recognize a scam! Fraudsters will pretend to be someone you know — like a representative of a well-known company, or even a friend or relative — and use what they’ve learned about you on the internet to make a scam seem like a credible and legitimate request.
While fraudsters are constantly looking for new ways to attempt to take your money, personal information or gain access to your accounts, most scams boil down to the same common methods. By learning how to spot a scam, you can avoid becoming a victim.
- CISA.gov/report — Report cybersecurity incidents, phishing attempts, malware and vulnerabilities to the Cybersecurity & Infrastructure Security Agency
- ConsumerComplaints.fcc.gov — Report unwanted phone calls and text messages, or report if your phone number is being spoofed, blocked or labeled as spam
- ConsumerFinance.gov/complaint — Report financial products and services including mortgages, money transfers, debt collection, credit cards, prepaid cards, bank accounts and services, vehicle and other consumer loans, payday loans, student loans, credit reporting, and virtual currency. You can also call 1-855-411-2372
- DoNotCall.gov — Report unwanted phone calls and sign up for the National Do Not Call Registry
- IC3.gov — File a complaint with the FBI’s Internet Crime Complaint Center (IC3)
- IdentityTheft.gov — Report identity theft to the FTC. You can also call 1-877-IDTHEFT (1-877-438-4338)
- IRS.gov — Report suspected tax fraud or tax identity theft to the Internal Revenue Service
- Justice.gov — Report computer hacking, fraud and other internet-related crimes to the Justice Department’s Computer Crime and Intellectual Property Section (CCIPS)
- ReportFraud.ftc.gov — Report a scam to the Federal Trade Commission. You can also call 1-877-FTC-HELP (1-877-382-4357)
- SSA.gov — Report fraud involving Social Security Administration programs
- TIGTA.gov/reportcrime-misconduct — Report IRS scams to the U.S. Treasury Inspector General for Tax Administration
- USPIS.gov/report — Report mail fraud and theft, fraudulent package text messages and emails, identity theft and cybercrime to the United States Postal Inspection Service
- Local law enforcement — If you believe a crime has been committed, report it to your local law enforcement
- Your employer’s IT department — If you experience fraud at work — for example, if you open an email you suspect may be a phishing attempt — you should contact your company’s IT department
- Your email provider — Reporting spam and suspicious emails to your email provider can help it block those types of messages in the future
- AARP.org — Report scams so they can be added to AARP’s Fraud Watch Network™ Scam-Tracking Map and see what’s been reported near you. You can also call the AARP Fraud Watch Network Helpline at 1-877-908-3360
- BBB.org/file-a-complaint — Report scams regarding a business to the Better Business Bureau, and they’ll reach out to the business for a resolution
- Other ways to report fraudulent text messages:
- Copy the message and forward it to 7726 (SPAM). This helps your wireless provider spot and block similar messages in the future.
- Report it on the messaging app you use. Look for the option to report junk or spam.
- ConsumerFinance.gov/askCFPB — Have a question about fraud and scams? You can ask the Consumer Financial Protection Bureau
-
I received a text message that appears to be from RBFCU. How can I tell if it's legitimate?
Text messages from RBFCU are sent from a shortcode, or a shortened phone number. Third-party companies sending text messages on RBFCU’s behalf — like MemberSafe® — may use full phone numbers.
However, please be aware that fraudsters can imitate legitimate phone numbers, including shortcodes.
RBFCU may text you to alert you to or ask you to verify a transaction, but will never text you a link and ask you to sign in to your Online Banking account. RBFCU also won’t ask you to respond via text message with personal information. Remember: RBFCU and RBFCU employees will never initiate a phone call, email or text message to anyone — members or non-members — asking for your sign-in information, including usernames, passwords, security questions and answers, multifactor authentication (MFA) codes, MFA recovery codes and one-time passcodes (OTP), or other personal information, like account, credit card, debit card or Social Security numbers. Also, RBFCU employees will never need to sign in to your Online Banking account on your behalf. If someone contacts you claiming to be an RBFCU employee and asks you to approve a sign-in request for them, do not respond.
If you receive an unsolicited text message that appears to be from RBFCU, do not respond or click any links. Send a screenshot of the text message to abuse@rbfcu.org, then delete it.
If you’re unsure, you can always contact RBFCU to verify if the text message is legitimate or not before taking any action.
-
I received an email that appears to be from RBFCU. How can I tell if it's legitimate?
Emails from RBFCU will come from an email address ending with “rbfcu.org.”
However, please be aware that fraudsters can imitate legitimate email addresses.
An RBFCU email may ask you to visit rbfcu.org to sign in to your Online Banking account, but will never take you directly to an Online Banking sign-in page. RBFCU also won’t ask you to respond via email to verify or provide personal information, or open a document, unless you’ve contacted us previously to initiate a transaction.
Remember: RBFCU and RBFCU employees will never initiate a phone call, email or text message to anyone — members or non-members — asking for your sign-in information, including usernames, passwords, security questions and answers, multifactor authentication (MFA) codes, MFA recovery codes and one-time passcodes (OTP), or other personal information, like account, credit card, debit card or Social Security numbers. Also, RBFCU employees will never need to sign in to your Online Banking account on your behalf. If someone contacts you claiming to be an RBFCU employee and asks you to approve a sign-in request for them, do not respond.
If you receive an unsolicited email that appears to be from RBFCU, do not respond, click any links or open any attachments. Forward the email to abuse@rbfcu.org, then delete it.
If you’re unsure, you can always contact RBFCU to verify if the email is legitimate or not before taking any action.
-
I received a phone call that appears to be from RBFCU. How can I tell if it's legitimate?
Fraudsters can manipulate caller ID so a call may look like it’s coming from RBFCU, even if it’s not. If you receive an unsolicited phone call that appears to be from RBFCU, or the person claims to be an RBFCU representative, do not provide or confirm any personal information and hang up.
Contact RBFCU to verify if the phone call was legitimate or not, and report it.
Remember: RBFCU and RBFCU employees will never initiate a phone call, email or text message to anyone — members or non-members — asking for your sign-in information, including usernames, passwords, security questions and answers, multifactor authentication (MFA) codes, MFA recovery codes and one-time passcodes (OTP), or other personal information, like account, credit card, debit card or Social Security numbers. Also, RBFCU employees will never need to sign in to your Online Banking account on your behalf. If someone contacts you claiming to be an RBFCU employee and asks you to approve a sign-in request for them, do not respond.
-
I received a text message or email that appears to be from MemberSafe. How can I tell if it's legitimate?
If you are enrolled in MemberSafe, you may receive credit-monitoring Alerts via text message from a full-digit phone number with a link to membersafe.rbfcu.org. Since MemberSafe’s role is to notify you of potential fraud, these messages may come unsolicited.
However, please be aware that fraudsters can imitate legitimate email addresses and phone numbers, including shortcodes.
Remember: RBFCU and RBFCU employees will never initiate a phone call, email or text message to anyone — members or non-members — asking for your sign-in information, including usernames, passwords, security questions and answers, multifactor authentication (MFA) codes, MFA recovery codes and one-time passcodes (OTP), or other personal information, like account, credit card, debit card or Social Security numbers. Also, RBFCU employees will never need to sign in to your Online Banking account on your behalf. If someone contacts you claiming to be an RBFCU employee and asks you to approve a sign-in request for them, do not respond.
If you’re unsure, you can always contact RBFCU to verify if the text message or email is legitimate or not before taking any action.
If you’re unsure if you’re enrolled in MemberSafe, you can verify your enrollment status by signing in to your Online Banking account.
-
I received a text message or email that appears to be from IDProtect or IDProtect Plus. How can I tell if it's legitimate?
If you are enrolled in IDProtect or IDProtect Plus, you may receive credit-monitoring Alerts via text message from a full-digit phone number with a link to www.IDProtectMe247.com. Since IDProtect’s role is to notify you of potential fraud, these messages may come unsolicited.
However, please be aware that fraudsters can imitate legitimate email addresses and phone numbers, including shortcodes.
Remember: RBFCU and RBFCU employees will never initiate a phone call, email or text message to anyone — members or non-members — asking for your sign-in information, including usernames, passwords, security questions and answers, multifactor authentication (MFA) codes, MFA recovery codes and one-time passcodes (OTP), or other personal information, like account, credit card, debit card or Social Security numbers. Also, RBFCU employees will never need to sign in to your Online Banking account on your behalf. If someone contacts you claiming to be an RBFCU employee and asks you to approve a sign-in request for them, do not respond.
If you’re unsure, you can always contact RBFCU to verify if the text message or email is legitimate or not before taking any action.
If you’re unsure if you’re enrolled in IDProtect or IDProtect Plus, you can verify your enrollment status by signing in to your Online Banking account.
-
What should I do if I already responded to a fraudulent RBFCU text message, email or phone call?
If you have already responded to an RBFCU message you think may be fraudulent, and believe your account, username or password has been compromised, you should immediately contact RBFCU at 210-945-3300 for assistance. Additionally, you should monitor your account and report any suspicious transactions.
Here are five steps you should take immediately if you think your identity has been stolen.
Monitor your identity with MemberSafe®
It’s more important than ever to actively monitor your identity and credit scores. For $5.95 per month per household, MemberSafe will help give you and your family3 peace of mind. You’ll also get:
- Up to $10,000 in fraud reimbursement coverage, as well as dedicated assistance from a specialized fraud case manager
- Timely alerts whenever changes affect your personal information or credit history
- Access to request an updated TransUnion credit report every 180 days
Take advantage of the security tools in Online Banking
RBFCU offers several tools in your Online Banking account and in the RBFCU Mobile® app to help keep your accounts safer. These tools are fast and easy to set up and, together with RBFCU’s robust security, they can help you protect your money and data.
Protect the devices you use to access your accounts
Protecting your money and information from fraudsters doesn’t stop with protecting your Online Banking account. The devices you use to access your accounts — your computer, smartphone, tablet and Wi-Fi network — should also be protected to ensure your information’s safety while online. Here are some tips for protecting your devices.
All trademarks and brand names belong to their respective owners. Use of these trademarks and brand names do not represent endorsement by or association with RBFCU.
1MemberSafe® service is a personal identity theft protection service available to personal checking account owner(s), their joint account owners and their eligible family members. Family includes: Spouse, persons qualifying as domestic partner, and children under 25 years of age and parent(s) who are residents of the same household. Service is not available to a “signer” on the account who is not an account owner. Service is not available to businesses and their employees, clubs and/or churches and their members, schools and their employees/students. Please refer to the actual policies for terms, conditions, and exclusions of coverage.
Insurance products are not deposits; not NCUA insured; not an obligation of Randolph-Brooks Federal Credit Union (RBFCU); and not guaranteed by RBFCU or any affiliated entity.
Enrolling in Alerts is free, but you may be charged for text messages by your mobile wireless provider. Alerts are a supplemental service and are not a replacement for responsible account review and management. You are responsible for any fees or charges incurred on your account whether you receive your Alerts or not.
RBFCU does not charge a fee for the RBFCU Mobile app, but you may be charged for data by your mobile wireless provider.
RBFCU and RBFCU employees will never initiate a phone call, email or text message to anyone — members or non-members — asking for your sign-in information, including usernames, passwords, security questions and answers, multifactor authentication (MFA) codes, MFA recovery codes and one-time passcodes (OTP), or other personal information, like account, credit card, debit card or Social Security numbers. Also, RBFCU employees will never need to sign in to your Online Banking account on your behalf. If someone contacts you claiming to be an RBFCU employee and asks you to approve a sign-in request for them, do not respond.
If you receive a suspicious phone call, email or text message, hang up, do not respond to the message, do not click any links, and do not open any attachments. Forward any suspicious emails and text message screenshots to abuse@rbfcu.org, then delete the message. If you believe your account, username or password has been compromised, you should immediately contact RBFCU at 210-945-3300 for assistance. Additionally, members should monitor their accounts regularly and report any suspicious transactions.
