Falcon Card Alerts
Contact Member Card Services to report a lost card, order a new one, or if you are the victim of fraud.
Keep your accounts safe using HOPE’s text, email, and phone transaction verifications.
HOPE offers an alert system to help make members aware of when potentially fraudulent activity has taken place on their HOPE ATM, debit, or credit cards. This service can send you a combination of text, email, and phone call communications letting you know that suspicious activity has been spotted on your account.
When potential fraud is detected, the following communications are triggered:
Text
You will receive an automatic and immediate text message notification when a suspicious transaction is made. You can reply to the text message with “fraud” or “no fraud” as appropriate. Text messages are sent between 7:00 a.m. and 9:00 p.m., and you can opt out at any time by responding with the word “Stop”. Wireless carriers that support this service are AT&T, Boost, C Spire, MetroPCS, Sprint, T-Mobile, Verizon, and Virgin Mobile. Phones on other services will not receive text messages
If you do not respond to the text message within 5 minutes, you will receive a email alert. The message will include the option to reply to links that indicate “fraud” or “no fraud.”
Phone
If you do not respond to the text alert message or email messages, you will receive a phone call asking you to confirm or deny fraud. Calls are made between 8:00 a.m. and 9:00 p.m., and the system will leave a voice message with a callback number if you are not available.
Once a potentially fraudulent transaction is detected on your card, our service provider will place a temporary block on it, preventing further transactions. You must respond to one of these attempts to reach you with a “fraud” or “no fraud” response for the card block to be lifted.
If you have not provided HOPE with your current contact information, including email address, mobile phone number (for text), and a mobile or land line phone number for calls, this is an excellent time to update everything. Contact your branch and they can help you verify your information.
Remember that these communications will never ask for your PIN or account number. If you respond by phone, you will be asked to provide certain information, such as your zip code, to verify your identity.
Please contact our Member Services Center at 1-866-321-HOPE or our card services team at 901-354-7452 if you have questions or need additional assistance.