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 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.

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.

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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.

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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.

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If you need assistance reporting a fraudulent transaction, sign in to your Online Banking account to chat with a representative or send a secure message. You can also call the Member Service Center at 210-945-3300.

Please note: Account transaction disputes and stop payment are not available on the RBFCU Mobile^® app.

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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 

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If you believe your account, username or password has 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:

1. 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, added joint owners on your accounts, 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
   • To check your joint owners: Select the profile icon, then “Profile Settings,” then “Account Roles.” Be sure to remove anyone who shouldn’t have access to your accounts
2. 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”
3. Consider changing your username, since it has also been compromised
   • To change your username: Select the profile icon, then “Profile Settings,” then “Security Center”
4. Enable multifactor authentication (MFA) for your account. Get directions for setting up MFA here

Additionally, you should monitor your accounts regularly and report any suspicious transactions.

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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 eldercarecentraloperationssupport@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.

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• 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.
    • How to report spam or junk on your iPhone
    • How to report spam on an Android phone
• ConsumerFinance.gov/askCFPB — Have a question about fraud and scams? You can ask the Consumer Financial Protection Bureau

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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.