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Debit Card Suspicious Activity Verification

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

Because Umpqua is dedicated to protecting the security of your account, we do systematically monitor your debit card transactions for unusual activity. If anything seems out of the norm, we will either send a text to your mobile phone on file with us, or place an automated call to you to verify. If you see 866-707-3915 pop up on your Caller ID, or a text from 328-74 that’s us!

Automated Phone Call

During this automated call, you’ll be asked a series of questions to confirm your identity. These questions include entering the correct 5-digit zip code, the last 4 digits of your social security number and the birth date associated with your account. After verifying your identity, you’ll then be asked to listen carefully and confirm the transactions we thought were suspicious.

Fraud Text Alert

If you have provided Umpqua with your cell phone number, you are automatically enrolled in, and will receive fraud alerts by text message from short code 32874, should we detect suspicious card activity.  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.
  • It is important to respond to all 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.
  • Please refer to the Consent to Receive Communications section of your Umpqua Bank Rules and Regulations disclosure, as well as the Fraud Alerts Program information contained in your ATM and Visa Debit Card Agreement or Home Equity Card Agreement for details about this service.
  • If you wish to discontinue receiving Umpqua Fraud Text Alerts, simply reply back to the text you receive from short code 32874 to confirm if the transaction was authorized, then simply reply “STOP” to the same text message.
  • 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.

If you identify at least 1 transaction as being invalid, we will place a temporary restriction on your card to prevent further unauthorized use and ask you to contact Customer Service to discuss further. But don’t worry, if an unauthorized charge does show up on your account, rest assured that you’re covered. Visa’s Zero Liability Policy will protect you against any unauthorized purchases.

Oh, and if we can’t get ahold of you, we may place a temporary hold on your account to keep your funds safe.

Questions?
Give us a call at
(866) 486-7782
Mon-Fri, 7am-7pm
Sat-Sun, 8am-5pm
or drop us an email.