Cardholder Protection – smsGuardian®
As always River Community Bank, N.A. is always looking for the best possible protections for our customers and their money. Here is a service that will alert you to transactions being conducted using your River Community Bank VISA debit card(s). These alerts are based on rules created by the Bank for your protection. These alerts are provided by smsGuardian®
What is SMS?
(SMS) Short Message Service is a text messaging service component of phone, web, or mobile communication systems, using standardized communication protocol that allow the exchange of short text messages between fixed line or mobile phone devices.
Features and Benefits
For the Cardholder
- Two-way text communication
- Can enroll up to ten devices per web account
- Do-Not-Disturb window capability
- One year enrollment period
- All major phone carriers supported
QUESTIONS AND ANSWERS:
Beginning on March 25, 2013, go to www.rcbna.com and click on Guardian.
Yes, we do not provide full cardholder information in any of the communications. Only the last 4-digits of the card number will be provided. This service is PCI compliant.
Nothing, if no confirmed fraud response is received from a cardholder in 12 hours, the text message times out. If the cardholder does not respond to non-fraud texts, it will be considered a good transaction.
Yes, because these are two different products and it is possible that cardholder to receive a text message and a call. The call may come from PRISM analyst. PRISM analysts will also have the ability to know when a cardholder has received a text alert on a transaction. Analysts will work the fraud case as a result of the text, hard block the card, and notify the Bank. An analyst that works the case will be able to review the card and see that the card has been blocked due to fraud and work accordingly.
The text will reference RCBNA followed by Guardian alert.
The text response is placed in the highest priority to the Risk Management/Fraud Department. The next available analysis will hard block the card. The analyst will go through the appropriate channels of notifying the Bank of the fraud and working the case.
Yes, a renewal notification will be sent to the device (i.e.: cell phone) six days prior to the expiration. Three renewal text message attempts will be made before the device is set to expire. If the cardholder does not respond, the device will be removed from smsGuardian upon expiration. If a cardholder renews the device multiple times, it will extend an additional year for each extra click. So if a cardholder wants to renew for 5 years, the cardholder will click the renewal button 5 times. When the cardholder clicks renew, they also have to send a message each time to the system similar to the original enrollment text message. They will give the 27576 short code to send a message similar to RENEW CWSEIA, for each time they renew. In this example they would reply to the short code 5 times.
No, River Community Bank, N.A. is assuming this cost for first time enrollments, editing devices or preferences, and re-enrolling in the service.
Yes, a message will be sent once the do-not-disturb window is off. If a cardholder has the do-not-disturb set from 11:00 pm to 6:00 am and one or more alerts are created during this time frame, the alert messages will be set to the cardholder starting at 6:00 am, when the cardholder is accepting text alerts.
No, smsGuardian is used to alert cardholders about their cardholder activity and possible fraud. River Community Bank, N.A. will be offering goDough,, a mobile banking product later in 2013.