FAQs

At Suncoast, serving members is our number one priority. One of the ways we do that is by providing answers to your most commonly asked questions in hopes of making your credit union experience as easy and convenient as possible.

Select a Service:

Fraud Prevention FAQs

What is Suncoast Fraud Prevention?

Suncoast’s Fraud Prevention service is designed to protect our members’ Visa debit and credit cards 24 hours a day, seven days a week. If there is suspicious activity on your card, Suncoast Fraud Prevention will attempt to contact you to verify specific transactions. Contact methods include text and phone call.

Do I have to sign up or enroll for Suncoast’s Fraud Prevention service?

No. All Suncoast Credit Union Visa debit and credit cards receive Suncoast Fraud Prevention automatically. This is a free, mandatory service; there is not an opt-out option available for the program. However, opt out is available for text messaging notifications.

What prompts a Suncoast Fraud Prevention representative to contact me?

If your card shows activity outside of your usual routine, Suncoast Fraud Prevention may contact you to make sure the transactions are legitimate.

If you’re traveling outside your normal area, we recommend you set a travel notification 2-3 days before traveling by calling the Members Care Center at 800.999.5887, visiting a Suncoast service center or logging into SunNet Online Banking or the SunMobile app to reduce the possibility of your card being blocked.

How will a Suncoast Fraud Prevention representative contact me?

You may be contacted by phone or SMS/text message to eligible cell phone numbers. Please ensure your contact information is up to date. You can easily update your contact information by logging into SunNet Online Banking and selecting My Profile. To better serve you, it is important that we have a valid cell phone number on file.

What if a Suncoast Fraud Prevention representative was unable to reach me?

If a Suncoast Fraud Prevention representative is unable to reach you, we may leave you a voicemail and your card may be temporarily blocked.

Contact a representative as soon as possible at the numbers below:

  • Suncoast Fraud Prevention for Debit Cards — 888-277-6279
  • Suncoast Fraud Prevention for Credit Cards (United States) — 800-369-4887
  • Suncoast Fraud Prevention for Credit Cards (International) — 727-556-9000

If there is suspicious activity on my card, when will a Suncoast Fraud Prevention representative contact me?

Cards are monitored 24 hours a day, seven days a week. If there is suspicious activity on your card, a Suncoast Fraud Prevention representative can contact you seven days a week from 9 a.m. to 9 p.m. Eastern Standard Time. If fraud is confirmed, additional steps will be sent for you to call in order to stop further fraud from occurring.

Please ensure your contact information is up to date; you can update your profile by logging into SunNet Online Banking.

What should I expect from a Suncoast Fraud Prevention representative?

The Suncoast Fraud Prevention representative will provide their name and advise you they are calling on behalf of Suncoast Credit Union’s Fraud Prevention Services (debit cards) or Suncoast Credit Union's Fraud Service Center (credit cards). You will be asked to verify your identity and recent transactions on your account.

How will the Suncoast Fraud Prevention representative verify me?

Verification will require the primary account holder’s information even if the name of a joint account holder is on the card.

For business accounts, provide the Employer Identification Number (EIN) and date the account was opened in place of the Social Security Number and Date of Birth.

We may ask for the last four digits of the primary account holder’s Social Security number for identification purposes. However, the Suncoast Fraud Prevention representative should never ask for your full Social Security number, card PIN, balance information, etc. Do not provide this information if asked and report any instances of these inquiries immediately to Suncoast Credit Union at 800.999.5887.

What if fraud is confirmed on my card?

The Suncoast Fraud Prevention representative will permanently block your card and refer you to notify Suncoast Credit Union.

Instant issue debit cards are available at Suncoast Credit Union service centers. All mailed cards will arrive at the address on file in 7-10 business days. The new PIN will arrive in a separate envelope.

What if I am uncomfortable answering questions from the Suncoast Fraud Prevention representative?

The Suncoast Fraud Prevention representative only confirms the validity of a transaction that has already been made.

If you are uncomfortable or unsure of the nature of the inquiry, contact Suncoast

Credit Union at 800.999.5887. A Members Care Center representative will answer your questions and put you in contact with a Suncoast Fraud Prevention representative to complete the verification; verification must be completed with Suncoast Fraud Prevention.

Why are travel notifications important?

Anytime you travel or use your card outside of your usual routine, it could get flagged as potential fraud. Always set travel notifications to decrease your chances of being disrupted by a blocked card. We recommend setting your notification at least three days before travel.

How do I set travel notifications?

Submit your travel notification anytime through SunNet Online Banking or the SunMobile app. You can also call the Members Care Center at 800.999.5887 or stop any Suncoast Service Center to do it in person.

Where can I get more information about scams and other security topics?

Suncoast aims to keep you informed about the latest security news and current scams that may impact our members. For valuable information about recent scams that have been reported by our members or staff, visit the Security and Scams page. If you have been a target or are concerned you may have been a victim of one of these scams, please send an email to abuse@suncoastcreditunion.com.

What should I do if I suspect fraud on my debit card or credit card?

If you suspect fraud on your debit or credit card, please contact the Members Care Center during normal business hours, Monday through Friday, 7 a.m. to 8 p.m. and Saturday, 8 a.m. to 1 p.m. If calling outside of normal business hours, please call the number on the back of your card.

You may also send us a secure message any time through SunNet Online Banking or the SunMobile app.

Why is my card blocked?

There are several reasons your debit card or credit card may be temporarily or permanently blocked, including but not limited to suspicious fraudulent activity, an account in bad standing or non-use of the card for six months or more.

If you’re experiencing a blocked card, please contact the Members Care Center during normal business hours, Monday through Friday, 7 a.m. to 8 p.m. and Saturday, 8 a.m. to 1 p.m.

Fraud Prevention 2-Way Text Messaging

How does the Fraud Prevention 2-Way Text Messaging Work?

All members are automatically opted in to the service. Members with a valid cell phone number on file will have the convenience of receiving and responding to fraud alerts electronically, in the form of an SMS/text from the phone number(short code number) 32874, at the time of the transaction.

Example of text:

Free Msg: Suncoast Fraud Prevention Services: Possible unauthorized txn on acct ending in 1234: $175.00 processed by RedLight District. If authorized, reply YES, otherwise reply NO. To Opt Out of alerts, reply STOP.

What happens when I text YES?

If you text YES, to confirm the transaction was yours (valid), you will get a confirmation text thanking you for your response and you can continue with your purchase.

What happens when I text NO?

If you text NO, to confirm the transaction was not yours (invalid), your case will be sent to a live representative who will call you to review card activity, block your card, and open a fraud case.

How do I opt-out of Fraud Prevention 2-Way Text Messaging?

To opt-out of text messages, reply “STOP” to the short code. You can also opt out by calling the number on the back of the credit card (800-645-7728) or Suncoast Credit Union at 800-999-5887.

What happens if I get a “we did not understand your response” reply to my text?

If you get a text response back that reads “we did not understand your response,” you can text STOP to opt out of the message or text HELP for further assistance.

If you text HELP, our Fraud Prevention team will call you to help resolve the issue. You can also reach out to our Fraud Prevention team directly by calling 1.855.887.3942. This phone number is for assistance with text messaging only.

Release of Liability: Alerts sent via SMS may not be delivered to you if your phone is not in the range of a transmission site, or if sufficient network capacity is not available at a particular time. Even within coverage, factors beyond the control of Verizon and T-Mobile/MetroPCS may interfere with messages delivery for which the carrier is not responsible. T-Mobile/Metro PCS does not guarantee that alerts will be delivered.