SecurLOCK Communicate is a debit card fraud monitoring tool. Customers will be contacted
when there is potential fraud. Depending on the time of day, customers will receive notification by one of three methods:
Each method will provide the opportunity to either acknowledge that fraud has occurred or to indicate that the transactions being analyzed are legitimate. If the transactions are legitimate, the fraud hold on the card will be removed within 10 minutes of your response.
Service hours are 24 hours a day, 7 days a week. Cardholders are emailed 24 hours a day, 7 days a week. They are called between the hours of 8:00 AM and 9:00 PM, and text messaged between the hours of 7:00 AM and 10:00 PM, in their specific time zone. However, account activity is monitored during non-calling and non-texting hours, and appropriate action is taken as needed.
An example of a message you may receive is:
"This is the Glenview State Bank fraud service center at 800-xxx-xxxx with an important message for (Cardholder Name). We need to verify some recent activity on your MasterCard Debit card ending in xxxx. Please reference case number xxxx when returning our call. It is important that you call us back at your earliest convenience, toll free at 800-xxx-xxxx to verify this activity. You may call us back 24 hours a day, 7 days a week. Your case number is xxxxx. If you are outside the U.S. or Canada, please call us collect at 727-xxx-xxxx. Thank you."