Safeguarding Your Information

In today's high tech world, we are able to do things more quickly and conveniently electronically whether it is to send a letter via email, pay bills or even go shopping online. With this increase in speed and convenience also comes increased risk. Every day, unscrupulous individuals are busy developing new scams targeting the unsuspecting public.

At Icon Credit Union, the security of member information is a priority. We are strongly committed to the safety and confidentiality of your records. One of the best ways to avoid fraud is to become an educated consumer and we would like to help you in this endeavor. Please take a moment to read this important information on how to remain safe when conducting business online.

How to Keep Yourself Safe in Cyberspace

An important part of online safety is knowledge. The more you know, the safer you'll be. Here are some great tips on how to stay safe in cyberspace:

1. Set good passwords. A good password is a combination of upper and lower case letters and numbers and one that is not easily guessed. Change your password frequently. Don't write it down or share it with others.
2. Don't reveal personal information via email. Emails and text messages can be masked to look like they are coming from a trusted sender when they are actually from someone else. Play it safe, do not send your personal information such as account numbers, social security numbers, passwords etc. via email or texting.
3. Don't download that file! Opening files attached to emails can be dangerous especially when they are from someone you don't know as they can allow harmful malware or viruses to be downloaded onto your computer. Make sure you have a good antivirus program on your computer that is up-to-date.
4. Links aren't always what they seem. Never log in from a link that is embedded in an email message. Criminals can use fake email addresses and make fake web pages that mimic the page you would expect. To avoid falling into their trap, type in the URL address directly and then log in.
5. Web sites aren't always what they seem. Be aware that if you navigate to a Web site from a link you don't type, you may end up at a site that looks like the correct one, when in fact it's not. Take time to verify that the Web page you're visiting matches exactly with the URL that you'd expect.
6. Logoff from sites when you are done. When you are ready to leave a site you have logged in to, logoff rather than just closing the page.
7. Monitory account activity. Monitor your account activity regularly either online or by reviewing your monthly statements and report any unauthorized transactions right away.
8. Assess your risk. We recommend periodically assessing your online banking risk and put into place increased security controls where weaknesses are found; particularly for members with business accounts. Some items to consider when assessing your online banking risk are:
9. • Who has access to your online business account(s)?
   • How and where are user names and passwords stored?
   • How strong are your passwords and how often are they changed? Are they changed immediately before (or after) terminating an employee who had access to them?
   • Do you have dual controls or other checks and balances with respect to access to and performance of online banking transactions?

What to Expect From Icon

• Icon will NEVER call, email or otherwise contact you and ask for your user name, password or other online banking credentials.
• Icon will NEVER contact you and ask for your credit or debit card number, PIN or 3-digit (CVC) security code. (Please see below for more information about how our card providers, Fidelity and Vantiv, approach member service calls).

Credit Cards

If at any time our card provider (Fidelity) suspects fraud on your account they will identify themselves as calling from “Icon Credit Union’s Fraud Service Center”. (Fidelity uses an automatic dialer to contact the cardholder).

They will confirm if the recipient is the cardholder [Cardholder Name Spoken] as follows:

• If the cardholder is unavailable, a message is played asking that the cardholder return the call, and provides the appropriate toll-free number.
• If the cardholder is available, the system verifies their identity by prompting entry of the last four digits of their Social Security number or Tax Identification number.

When the cardholder's identity is confirmed, they are then prompted to confirm the reported transaction(s) as legitimate or suspect by using their telephone keypad to respond. If the cardholder indicates that they do not recognize the reported transaction(s), the call is automatically routed to a Fraud Alert Specialist for further action. If all transactions are acknowledged as legitimate, the call is completed and no action is taken. If the automatic dialer reaches an answering machine or voicemail system, the following message is left for the cardholder:

"Hello. This message is for (cardholder name). This is the fraud service center for your Icon Credit Union (Visa/MasterCard) credit card account. We are calling to verify recent activity that has appeared on your account. Please refer to Case Number (insert assigned case number) when returning our call. Please give us a call at 1.800.437.9392. Again the telephone number is 1.800.437.9392. We are available 24 hours a day, seven days a week. If you are traveling or reside outside Canada or the US, you may call us collect at 727.227.2447. Thank you."

Debit Card

If at any time our card provider (Vantiv) suspects fraud on your account they will identify themselves as “Icon Credit Union’s Card Fraud Detection”. Here is the call script the Vantiv specialist will use:

"Hello, I am calling for (member name); this is (specialist name) and I am calling on behalf of card fraud detection for Icon Credit Union in regards to your debit card. I would like to verify some unusual charges."

When Vantiv makes contact with a cardholder they do not ask for a card number. If they have left a reference number on voicemail (but the member did not write it down), they give the member the option of providing their card number or calling back with the reference number.

Vantiv specialists would validate the cardholder by asking for:

• address information (ZIP code or street address)
• the last 4 digits of their Social Security Number

Vantiv specialists will NEVER ask for:

• full Social Security Number
• PIN
• CVC (Security) Code
• Checking or Savings account data

If the cardholder is concerned about speaking with the representative, the Vantiv specialist will direct them to their branch or the customer service number on the back of their card.

Rights and Responsibilities

With respect to online banking and electronic fund transfers, the Federal government has put in place rights and responsibilities for both you and the credit union. These rights and responsibilities are described in the Important Account Information for Our Members disclosure you received when you opened your account with Icon.

Contact Us

Ultimately, if you notice suspicious account activity or experience security-related events, please contact the credit union immediately at 1-800-877-3174.