Jefferson Bank will never initiate contact with you and ask you for account numbers, passwords, PINs, or secure access codes. Should you ever feel like your information has been compromised, please contact our Fraud Department at (210) 736-7474.
As technology evolves, so do the methods criminals use to target debit cards. That's why Jefferson Bank continues to invest in new ways to help protect your accounts.
Beginning July 13, we are introducing enhanced fraud monitoring for all Jefferson Bank consumer and business debit cards. If something doesn't look right, we will reach out so you can quickly confirm whether a purchase was made by you, helping protect your account while keeping banking simple and convenient.
Most purchases happen without issue. Occasionally, we may notice activity that appears unusual, such as:
Spending outside your normal patterns
An unusually large purchase
Multiple purchases in a short period of time
Activity in an unexpected location
Receiving an alert doesn't necessarily mean fraud has occurred. It simply means we would rather ask than assume.
If You are Making an In-Store Purchase:
We will first attempt to reach you via text. Text will identify Jefferson Bank and include transaction details. Customers will be asked to respond whether the transaction is Valid or Fraudulent.
Sample Alert, for Illustration Only
Second attempt will be via Email. The email notification will identify Jefferson Bank and include details of the transaction(s) in question. Customers will be asked to indicate whether the transaction is Valid or Fraudulent.
Third attempt will be via automated phone call. If there is no response to text or email, a phone call is the third method of contact. Automated calls originate from a 1-800 number. Caller ID may show as Unknown. Calls are placed between 8:00 a.m. and 9:00 p.m. local time for the location where the cardholder resides. Calls that have accumulated overnight are pushed out the next morning. Incoming calls are accepted 24/7. An automated voice message is left on phone numbers that can receive a voice message.
If You are Making a Purchase Online:
A one-time Transaction Verification screen may appear during your transaction attempt, requesting your authentication. Transaction details will be displayed, followed by a prompt asking the preferred method for receiving a verification code. Select the radio button next to the contact method of your choice to confirm your transaction. Enter code received and select Confirm to continue.
Jefferson Bank may ask you to verify a recent debit card purchase.
However, we will NEVER ask for:
Your Online Banking password
Your PIN
Your Secure Access Code
Your full debit card number
Gift cards
Wire transfers
Keep your mobile phone number and email address current. You can update your contact information through Online Banking, by calling us at (210) 736-7600, or by visiting any of our Banking Centers.
The fraud monitoring service is an automated, real-time fraud detection solution that continuously monitors debit card transactions for potentially fraudulent activity. When a transaction is identified as unusual or suspicious, an alert will be sent to the cardholder requesting verification. Customer will be asked to verify if a transaction is legitimate.
Yes. All Jefferson Bank debit cards are included in the fraud monitoring service.
No. Enrollment is not required. Fraud monitoring will automatically begin analyzing your debit card transactions once the service is implemented.
The service is scheduled to go live on July 13, 2026.
No. You will only be asked to respond with V=Valid or F=Fraud. You will never be asked to provide sensitive information such as online credentials, PIN, Secure Access Code, full debit card number(s).
No. The service is provided at no cost to cardholders, and no fees will be charged for receiving fraud alerts.
You may be contacted through the following channels:
Text Message (first notification)
Email (if no response is received to the text message)
Automated Phone call (if no response is received to the text message or email)
Consumer debit cards are associated with the individual customer’s name as it appears on the card. We contact customers using the information currently on file. If your contact information needs to be updated, you may do so through Online Banking, by calling Jefferson Bank, or by visiting any of our Banking Centers.
Business debit cards are associated with the company’s profile and the contact information maintained for the business. In most cases, this contact information belongs to the business owner.
No. Fraud alerts are generated only when a transaction is identified as potentially suspicious based on fraud scores, real-time monitoring rules, and transaction analysis.
You will be asked to verify if a transaction is legitimate by responding:
V=Valid
F=Fraud
The transaction will be identified as legitimate, and no further action will generally be required. You will receive a response and will be provided with a phone number to call the fraud monitoring service if you have any additional questions. You may also contact Jefferson Bank’s Fraud Department directly at (210) 736-7474 during normal business hours (M-F 8:30AM-5PM).
If you indicate that a transaction is fraudulent, your card will be blocked to prevent additional unauthorized activity. You will be provided with a phone number to call the fraud monitoring service if you have any additional questions. The alert will be escalated for review, and the Fraud Department will contact you to discuss next steps. In most cases, you can expect to receive a call within 2 hours after confirming fraudulent activity; however, all cases will be addressed within 24 business hours. You may also contact Jefferson Bank’s Fraud Department directly at (210) 736-7474 during normal business hours (M-F 8:30AM-5PM).
If your debit card needs to be closed due to fraud or suspicious activity, the Fraud Department will review your situation with you and explain the best option for obtaining a replacement card. Please be assured that replacement debit cards are issued quickly to minimize disruption to your banking needs. The Fraud Department will provide a specific timeline for receiving your new card based on your individual circumstances.
If you experience fraud on your debit card, you will likely need to update your card information with merchants that process recurring or automatic payments. Doing so will help protect your account and reduce the risk of additional fraudulent transactions. The Fraud Department can provide guidance regarding any recurring payments that may be impacted.
A follow-up email will be sent 5 minutes after initial text is sent.
An automated phone call will be placed to the phone number(s) on file 5 minutes after no response is received to email.
The Fraud Department will continue follow-up efforts.
Your card may be blocked until we can confirm the validity of a suspicious transaction.
No. Text alerts and emails may be sent 24 hours a day, 7 days a week, allowing customers to respond quickly and help limit potential fraudulent activity.
Yes. You may continue to use your card as normal while traveling. However, we recommend notifying Jefferson Bank of your travel plans in advance. Doing so helps us better distinguish legitimate travel-related transactions from potentially suspicious activity and may reduce the likelihood of unnecessary fraud alerts or transaction interruptions.
Possibly. Similar to already existing fraud monitoring controls, transactions that appear suspicious may be declined at the time of authorization to help protect your account from potential fraud.
Absolutely. The Fraud Department remains available to assist customers with account and card-related concerns. Contact us at (210) 736-7474 during normal business hours (M-F 8:30AM-5PM).
No. Card Alerts are customer initiated through Online Banking and allow a user to receive text and/or email notifications based on selected card activity preferences. For more information, visit our Card Management FAQ page.
Customers may opt out of text message notifications and automated voice calls. However, the fraud monitoring service itself remains active to help protect the account from potentially fraudulent activity. Customers who opt out of text and voice notifications may still receive fraud related communications by email when suspicious activity is detected.
To opt out, you may call the Fraud Department at (210) 736-7474.
NOTE: If you are ever unsure whether a fraud alert is legitimate, contact Jefferson Bank directly at (210) 736-7474 or visit your local banking center for assistance.
For 80 years, Jefferson Bank has been built on relationships, trust, and personalized service. This enhanced fraud monitoring is another example of our commitment to protecting your financial well-being. Because we would rather ask than assume.
Learn more about fraud prevention and cybersecurity in our info center. For more information, reach out to our Fraud Department at (210) 736-7474 or email [email protected].
