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What are fraud alert text messages?

Fraud alerts sent via text message are a new way for Cambridge Savings Bank to notify you if there is a suspicious debit card transaction on your account.

How do I enroll for fraud alert text messages?

To enroll in this service, please make sure we have your current mobile phone number on file. We will need an accurate mobile phone number in order to send you fraud alerts via text message.

Once we have your current mobile phone number on file, we will send you a text message asking you to reply “Yes” if you would like to opt in to receiving CSB debit card fraud alert text messages.

Should you need to update your mobile phone number, you may do so by calling us at 888.418.5626, stopping by your local branch, or sending a Secure Email through your Online Banking.

Is there a charge for this service?

We do not charge for this service but standard text message and data rates may apply.

What triggers these alerts?

The alerts are triggered when a debit card transaction has been identified as suspicious.

If I receive an alert, does that automatically block my debit card from further purchases?

If we suspect fraudulent activity on your debit card, we will send you an alert and will look for you to either:

  • Reply “Yes” and confirm that you are in fact the one making purchases with your debit card and that the activity should NOT be considered fraudulent. If you respond “Yes” your debit card will not be blocked from making further purchases.
  • Reply “No” and indicate that you are not the one making purchases with your debit card and that the activity should be considered fraudulent. If you respond “No” your debit card will then be blocked from making further purchases.

If a transaction is declined due to suspected fraud, but I validate that I did try to make the purchase, can I try to complete the purchase again?

Yes, if you validate the transaction as not being fraud by responding “Yes”, indicating you tried to make the suspected purchase, it will be updated in our fraud system. You can attempt the transaction again, usually within 5–10 minutes of your response call or text.

Is this service available 24/7, or only during a certain timeframe?

Text messages will be sent from 8:00a.m. – 9:00p.m. relative to the local time in your mobile phone’s area code time zone.

How do I stop the fraud alert text messages?

You can reply “STOP” and will no longer receive the debit card fraud alerts via text. You will be immediately unenrolled in this service. However, you will still continue to receive debit card fraud alerts via phone call.

What do I do if I need help?

You can simply reply “HELP” and we will provide you with a phone number to call for further information. Or you can call our Customer Contact Center at 888.418.5626.

Do I need to contact the bank if I already replied “No” indicating the transaction was fraudulent?

Yes, we recommend that you contact us as soon as possible so we can help you fill out the necessary fraud documentation and contact the proper authorities.

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