Protecting you from debit card fraud – day after day, year after year. The Customer Protection Center at First Western is a free risk management service that monitors, detects and prevents ongoing debit card fraud. The CPC offers review by experienced fraud analysts 24 hours a day, seven days a week, 365 days a year. We want to identify fraud early and take quick, positive action to minimize the impact and reduce losses.
See below for our Consumer Protection Center FAQ.
In addition to our standard Consumer Protection, you can be alerted via SMS when one of the following transactions occur:•
- International transactions (online or in person)
- Authorizations greater than $500
- 8 or more transactions in 24 hours
- Card not present (online or over the phone transactions)
- Out of state transactions
- Declined Authorizations
Customer Protection Center FAQ
Protecting you from debit card fraud – day after day, year after year. The Customer Protection Center at First Western is a free risk management service that monitors, detects and prevents ongoing debit card fraud.
What happens if possible fraud is detected?
If fraud is suspected on your account a fraud analyst will contact you using the number that is on your account to confirm if the suspected transaction was authorized.
What hours will the fraud analyst attempt to contact me?
Federal Trade Commission laws prohibit the fraud analyst from contacting cardholders daily before 8 a.m. and after 9 p.m. If there’s an alert before or after these times, the fraud analyst will attempt to contact you the same day or the following day during the approved hours.
How soon will I be contacted when a potentially fraudulent transaction is flagged?
The alerts are presented in the order in which they occur. Alerts are worked in a priority order, with high-risk transactions being reviewed first. Alerts with lower risk are worked after newer alerts with higher risk.
How many attempts will be made to contact me?
If there is no answer, the fraud analyst will leave a message with a phone number for you to return the call. If an alternate number is provided, the analyst will also call the alternate number and leave a message. You can call the fraud center back toll-free any time of day or night. This is why it’s so important that First Western has your most up-to-date phone number – so that we can verify fraud and stop it before it continues. If you have not provided us with this information, please contact your local First Western branch today!
What happens if fraud is detected and confirmed?
If fraud is confirmed, then your card will be disabled immediately to prevent further fraudulent activity. You will need to come to the bank for a new debit card. With our new instant issue system, we can have a new card for you in minutes.
If fraud is confirmed, then your card will be disabled immediately to prevent further fraudulent activity. You will need to come to the bank for a new debit card. With our new instant issue system, we can have a new card for you in minutes.
Are there steps I can take to notify the CPC of an upcoming trip overseas so my debit card is not blocked?
Yes, you can notify First Western and we will notify the CPC. Please let us know the area and dates of travel. You should also carry a second form of payment (credit cards, etc.) in the event your debit card is blocked by mistake. If your card gets blocked by the CPC, they will leave a message and phone number for you to return their call – 24 hours a day, seven days a week – to have the block removed. The fraud analyst will take steps to verify your identity as the cardholder. If you confirm that the transactions are legitimate, the fraud analyst will remove the block.
Yes, you can notify First Western and we will notify the CPC. Please let us know the area and dates of travel. You should also carry a second form of payment (credit cards, etc.) in the event your debit card is blocked by mistake. If your card gets blocked by the CPC, they will leave a message and phone number for you to return their call – 24 hours a day, seven days a week – to have the block removed. The fraud analyst will take steps to verify your identity as the cardholder. If you confirm that the transactions are legitimate, the fraud analyst will remove the block.
What if fraud is confirmed on the weekend? What do I do for funds?
We always recommend you have a second source of funds to use (cash, credit card, etc.) We also have several drive-thru locations open on Saturday mornings. In Western Arkansas, our Booneville East location drive-thru is open 8:30am-11:30am and our Caulksville drive-thru is open 8:00am – 11:00am. The Fort Smith drive-thru is open 9am-Noon. In Northwest Arkansas, the Bentonville and Pinnacle Hill drive-thrus are open 9:00am-Noon.
We always recommend you have a second source of funds to use (cash, credit card, etc.) We also have several drive-thru locations open on Saturday mornings. In Western Arkansas, our Booneville East location drive-thru is open 8:30am-11:30am and our Caulksville drive-thru is open 8:00am – 11:00am. The Fort Smith drive-thru is open 9am-Noon. In Northwest Arkansas, the Bentonville and Pinnacle Hill drive-thrus are open 9:00am-Noon.
Lost or Stolen ATM & Debit Cards
Please use the following instructions to Hot Card your lost or stolen ATM/Debit card anytime after normal banking hours and on weekends:
Hot Card Service: 1-866-546-8273
Please have available when you call:
- First six digits of your card
- Last 4 digits of your card
- First Western Bank, Booneville, AR 72927
- Bank Routing# 082901952
- Your Name, Street Address, City, State, Zip and Daytime Phone Number
- Reason for Hot Card Request – Lost or Stolen, etc.
If you have multiple cards on file under this name, you will want to collect the other card numbers so you know which ones you DO NOT want Hot Carded.
During normal banking hours, you may contact First Western Bank for this service by either calling 479-675-3000 in Western Arkansas, 479-936-2000 in Northwest Arkansas, or Toll Free at 1-800-979-4577 with your card information or by visiting any of our locations.
You may also register your card through First Western Bank Online Banking as another alternative to place a Hot Card Status on your cards 24/7.