FRAUD MANAGEMENT

Scam Alert

This is to alert you of the circulation of scam emails by fraudsters, requesting customers to update their Account information by clicking on a supposed 'FCMB LINK' webpage link or replying to the email. The web page then requests Customers to provide sensitive information about their accounts, Passwords, ATM Card Details & Personal Identification Number (PIN).

If you have visited such sites in the past, kindly change your PIN immediately or call our Contact Centre Number (07003290000) or send an Email to customerservice@fcmb.com if unclear of the necessary steps to take.

Social Engineering

Social engineering is the act of manipulating people into doing what you want. In terms of online fraud, it usually involves tricking people into disclosing passwords, login details or other confidential information.

Tips on how to protect yourself:

  • Do not disclose confidential information over the phone unless you’re sure that the caller is really who they say they are. If in doubt, ask for the caller's phone number and check that it is genuine.
  • Never send confidential information by email. It can easily be intercepted by a third party. FCMB will never ask you to email personal details, account information or passwords.
  • Keep your PIN confidential at all times. FCMB will never ask you to disclose your PIN.

Phishing

Phishing is the process of attempting to acquire confidential information by sending out emails or other kinds of messages that direct you to bogus websites or phone lines. These emails or messages claim to be from a particular company, but are actually sent by fraudsters, often at random. Any information you disclose on these bogus websites or phone lines is captured by the fraudsters.

You can protect yourself by treating any unsolicited emails or calls that ask for confidential information as suspicious. If in doubt, contact the company that supposedly sent you the message to make sure that it's genuine.

 

Trojans

A trojan is a type of computer worm or virus that is installed on your computer without your knowledge or consent. Typically, the fraudster will send you an email that tries to trick you into following a website link, downloading a piece of software or opening an attachment. If you take this action, the trojan is installed.

 

Trojans can be capable of recording passwords and other personal details by capturing keystrokes or taking screen shots of sites you visit. These details are then sent to the fraudster. The best way to protect yourself from trojans is to install firewalls, anti-virus software and anti-spyware programmes on your computer and keep them up to date.

Mobile Fraud

Mobile Banking has made it easier than ever to check your account balance and view transactions, even when you're on the move. By taking the following steps to protect your mobile phone, you can make using our service even more secure.

Set up a password or PIN

Most mobile phones let you set up a password or PIN, so that your phone can't be used if it's lost or stolen. Make sure that you always have this feature enabled. You can also use the SIM lock feature of your phone to protect your SIM from being used if the phone is lost or stolen.

Install security software

Like computers, mobiles – especially smartphones with GPRS – are vulnerable to viruses, some of which can give fraudsters access to your personal information. To protect yourself:

  • Delete junk emails and text messages
  • Don't follow any website links unless you know that they're genuine
  • Don't download any files or email attachments that you're not sure about

Beware of Trojans and spyware

These are viruses and software that can be used by fraudsters to steal personal details. They're usually installed without your knowledge when you follow a link, open an attachment or download software from a fraudulent email or text message.

To protect yourself:

  • Don’t download software until you’ve verified its security and privacy features
  • Install anti-spyware software that’s specifically designed for your mobile
  • Be suspicious if you get lots of unsolicited emails or text messages – it could mean you have a spyware program on your phone

Keep your mobile software up to date

From time to time, your mobile manufacturer or dealer may release software updates for your phone. Keep an eye out for these and install them regularly.

Avoid sharing your mobile phone

If you have to share your mobile or send it off for repairs:

  • Remove the temporary files and cache stored in the memory of your mobile, as they may contain confidential information
  • Clear your browsing history regularly
  • Don’t let people use your mobile until you’ve logged out of secure sites

Telephone Fraud

Fraudsters use many techniques to obtain customers' passwords and security credentials. One method is to call their intended victim pretending to be the bank or a police official and asking them to reveal their bank account details, card details, 3-digit security number, PIN numbers and any Online or Telephone Banking details.

To protect yourself, never give out any banking PIN numbers or card details to anyone who phones you.

Please note that if we do phone you, we will never ask for this information.

If you receive a call where the caller states that they are a member of bank staff always ask for their full name and department and if you have any doubts, terminate the call and contact us immediately. 

Card Fraud

Lost and stolen card fraud

This occurs when a lost or stolen card is used by a fraudster posing as you. Most lost and stolen card fraud occurs before you report the loss.

To protect yourself:

  • Report any lost or stolen cards immediately
  • Use chip and PIN cards where possible (e.g. FCMB Verve card, FCMB Prefunded MasterCard)
  • Only carry the cards you need
  • Avoid placing cards in your pockets, where they can easily fall out
  • Make sure that your cards fit snugly inside your wallet or purse
  • Take precautions to avoid your card being stolen – for example, don’t leave your handbag unattended or carry your wallet in your back pocket

Counterfeit card fraud

Counterfeit card can be a fake card or a valid one that’s been altered or recoded. Most cases of this fraud involve skimming, the process by which the data on your card’s magnetic stripe is electronically copied onto another card without your knowledge. Skimming commonly occurs at retail outlets – particularly bars, restaurants and at cash machines that have been illegally fitted with a skimming device. The stolen data is then used to create counterfeit cards.

To protect yourself:

  • Don’t leave your card with bar or restaurant staff for long periods
  • Don’t let retail staff take your card away to process payments
  • Check cash machines for signs of tampering before you use them

Card-not-present fraud 

This occurs when fraudsters steal your card details and use them to make purchases over the Internet or by phone, fax or mail. Always be aware of who you are dealing with.

To protect yourself:

  • Avoid entering your card details on shared or public computers
  • Always remember to log out of any websites where you’ve entered your card details.
  • Only enter your card details on secure sites (i.e. those whose web address begins with 'https' and cause a padlock to appear in the browser window)
  • Keep a close eye on your statements and report any fraudulent transactions immediately

Identity theft on cards 

This occurs when a fraudster uses your personal information to open or access card accounts in your name. There are two types.

To protect yourself:

  • Shred bills, bank statements and other documents containing your personal details before disposing of them
  • If you use social networking sites, display as little personal data on your page as possible

Cheque Fraud

How does cheque fraud occur? 

Cheque fraud takes place when a fraudster uses a stolen or counterfeit cheque to pay for goods and services. Most fraudulent cheques are stopped before any loss occurs.

How to protect yourself against cheque fraud

  • Don’t accept cheques from anyone unless you know and trust them, especially when a high-value cheque is involved
  • Always consider other ways of accepting payment for high-value items e.g. via NEFT and RTGS.
  • Keep your chequebook in a safe place
  • Report any missing cheques to your bank immediately
  • Always check your bank statements thoroughly

If you believe you have been a victim of a fraud, please call our Contact Centre Number (07003290000) or send an email to  customersolutions@fcmb.com. If your ATM PIN number has been compromised, please change your PIN immediately. You can also dial *329*911# to block you account from any number.

Online Shopping Safety Tips

  • Keep usernames and passwords secret.
  • Use the latest version of your browser's software and ensure your computer's operating system is up to date.
  • Use secure Internet browsers that allow secure data transmission. Look for security clues like the 'closed lock' icon or a URL that begins with https://.
  • Only provide card details when you initiate a purchase.
  • Keep a record of transactions and review monthly statements thoroughly.
  • Never respond to an e-mail request for personal or account information, even if it seems to be from a trusted source.

Card Security Tips

  • Never disclose PINs to anyone.
  • Do not write down your Personal Identification Number (PIN) – memorize it!
  • Never trust anyone with your card. Dial *329*911# to block your account if you lose your card or suspect fraudulent activities.
  • Never accept help from strangers when using your card at ATMs or POS machines.
  • Ensure your card is returned after every purchase.
  • Always verify the transaction amount before signing a sales receipt.
  • Choose a PIN that is not easily identifiable, avoiding initials, phone numbers, or birth dates.
  • Know your card account numbers and reporting telephone numbers for lost or stolen cards.
  • Be cautious about who has access to your cards.
  • Report lost or stolen cards to your issuing bank immediately.
  • Always check that the customer and merchant copies of the sales voucher match.
  • Report suspicious activities to your issuing bank.
  • Do not save debit card information in online stores after making payments.
  • Only make online purchases on secure, trusted websites.

Digital Identity Security Tips

Your SIM card isn't just for calls and texts. It can provide access to your digital life, including your bank accounts. Here's how to protect it:

  • Set a PIN for Your SIM Card: Follow these steps:
    • Open your phone's Settings app.
    • Go to Security & Privacy > More security settings.
    • Turn on the SIM card lock toggle.
    • Enter the default PIN provided by your network provider and create a new PIN.
  • Guard Your SIM Card: Treat it like cash or a credit card, and don't give it to anyone you don't trust.
  • Be Alert for Phishing: Never share your PIN, and report fraudulent requests to fraudesk@fcmb.com.

Email Security Tips

  • Verify the sender’s email address to avoid fraud.
  • Stop, look, think, and verify before clicking links or attachments in unsolicited emails.
  • Use strong, unique passwords and do not share them.
  • Do not give away your email credentials.
  • Have a recovery email set up for emergencies.
  • Keep software and virus protection up to date.
  • Avoid accessing email from public Wi-Fi and always log out when finished.
  • Report scam emails to the IT/Security Team.
  • Do not respond to emails asking for personal or banking details. Forward such emails to customerservice@fcmb.com or frauddesk@fcmb.com.

Document Disposal Safety Tips

  • Always shred unwanted documents to prevent the disclosure of vital information.
  • Documents torn into pieces can still be reassembled and read.
  • If you receive a new debit or credit card, cut up and discard the old card properly.
  • Consider using a shredding machine for document disposal.

General Security Tips

  • Keep usernames and passwords secret.
  • Use the latest version of your browser's software and make sure your computer's OS is up to date.
  • Use secure Internet browsers for data transmission, look for 'closed lock' icons, and URLs starting with https://.
  • Store financial documents, credit cards, and tokens securely.
  • Report lost or stolen cheques and debit/credit cards immediately.
  • Review the privacy options on social media platforms to limit shared information.
  • Always use a VPN when connecting to public Wi-Fi.
  • Avoid storing passwords or sensitive information on easily accessible devices.
  • Log off when you finish using platforms requiring sign-in, rather than just closing the browser.
  • Be cautious about giving out your account details.
  • Monitor your accounts for any unusual activity.
  • Dial *329*911# to block your account in case of phone theft or loss.
  • FCMB will never send emails asking for your banking details or send messages requesting card information.
  • End calls immediately if someone requests confidential information.
  • Report all suspicious behavior to frauddesk@fcmb.com.
  • Be security conscious; never respond to requests for personal details like account numbers, card details, or PINs.