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While Umpqua will occasionally reach out with a phone call or text to verify a transaction or activity, it is unfortunately common for fraudsters to attempt to impersonate us. That can even include "spoofing" the numbers that we use so that your Caller ID will make the number appear legitimate. When in doubt, don't answer the call or respond to a text message; instead call us at (833) 898-0981. It's important that you get in touch with us quickly whether or not the alert is genuine because either possibility could mean trouble.
Automated Phone Call
During a legitimate automated call, you'll be asked a series of questions to confirm your identity. This outbound call will only be made using the number 866-707-3915. However, that does not guarantee that you are being called by Umpqua. Spoofing allows for fraudsters to mimic a phone number so if you do receive a call, it's best to let it go to voicemail and call the number printed on the back of your card because spoofing only works on inbound calls.
Fraud Text Alert
While SMS spoofing is less common, it can still be difficult to tell the difference between a real alert and a fake one. When in doubt, don't respond and call the number printed on the back of your card. 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.
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.
Oh, and if we can't get ahold of you, we may place a temporary hold on your account to keep your funds safe.