Debit Card Suspicious Activity Verification

I received a text message or phone call to verify potential fraudulent debit card charges. What should I do?

Umpqua Bank is dedicated to protecting the security of your account and uses best-in-class, real-time fraud monitoring to screen your debit card transactions, 24 hours a day, to detect suspicious activity. So, use your Umpqua Bank Visa Debit Card with confidence.

If we detect a suspicious transaction, we will alert you via text message or phone call, to confirm you authorized the purchase on your Visa Debit Card.

It is important not to ignore fraud alerts, whether received by text or by phone so that Umpqua can take immediate action to protect your account. Non-response could impact your ability to make future debit card purchases as we may place a temporary hold on your account to keep your funds safe.

Fraud Text Alert

If you have provided Umpqua Bank with your cell phone number, you are automatically enrolled and will receive fraud alerts by text message from short code 236-18. If you do not respond to the text message an automated phone call will be placed.

Note: Umpqua must have your cell phone listed in our system as your "mobile" number, not as your "home" or "work" phone, for fraud text alerts to be enabled.

• Fraud text alerts will only be sent between the hours of 8 am and 9 pm PST.

• If you wish to discontinue receiving Umpqua Fraud Text Alerts, simply reply to the text you receive from short code 236-18 to confirm if the transaction was authorized, then simply reply "STOP" to the same text message.

Automated Phone Call

If you are not enrolled in Fraud Text Alerts you may receive an automated phone call to your mobile, home or work numbers listed in our system. You'll be asked a series of questions to confirm your identity, then will be asked to confirm the suspicious activity. This outbound call will only be made using the number 866-707-3915.

• Please make sure to update your contact information with Umpqua if you have moved or changed phone numbers recently by contacting us at (866) 486-7782.
• Please refer to the Fraud Alerts Program information contained in your ATM and Visa Debit Card Agreement or Home Equity Card Agreement for details about this service.

What if the suspicious activity is confirmed as fraud?

If you identify at least 1 transaction as being invalid, we will place a temporary restriction on your card to prevent further unauthorized use. If an unauthorized charge does show up on your account, and through our research we determine the charge was unauthorized, Visa's Zero Liability Policy will protect you against any unauthorized purchases.

What if I am concerned about the legitimacy of a text or phone call?

When in doubt, don't answer the call or respond to a text message; instead call us at (833) 898-0981 or call the number printed on the back of your card.