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⚠️ TEXT MESSAGE SCAM ALERT ⚠️

Beware of text messages impersonating the Credit Union. KTVAECU® fraud alerts come from a 5-digit shortcode and include specific information, not a 10-digit phone number. If unsure, do not respond or click links. Call us at (865) 544-5400 to check your account activity.

Fraud Next Steps


Protect Yourself: Next Steps
If you notice unusual activity on your accounts or suspect fraud, take these quick steps.

You gave someone your digital banking login credentials.

  • Change your username and password immediately.
  • Use fingerprint, face ID 1 , or PIN to enable multifactor authentication on your smartphone.
  • Set up alerts with Control My Card 2  to get updates on any new charges.
  • Dispute any unauthorized charges.

Your card was stolen or lost.

  • Turn off your card with Control My Card in the mobile app.
  • Review your transactions and identify unauthorized activity.
  • Dispute unauthorized transactions.

 

DISPUTE FORM

You clicked a suspicious link in a text or email.

  • Check your device for apps you don't recognize and remove them.
  • Change your digital banking login credentials 3 .
  • Contact us and your mobile provider.

Money was sent from your account.

  • If you sent the money and the recipient hasn't accepted the funds, cancel the payment immediately.
  • If money was sent by someone impersonating the Credit Union:
    Turn your card off in Control My Card in the mobile app.
    Call us at (865) 544-5400.
  • Dispute the charge.

You deposited a check you weren't expecting.

  • If you deposited a check you weren't expecting, it could be fraud. Call us at (865) 544-5400.

You sent a check to someone you don't trust.

  • If you sent a check to someone you haven't met or don't trust, it could be fraud. You might be able to stop the check before it clears.
  • Log into online banking to stop the payment.
  • Call us at (865) 544-5400.

Fraud and Scam

Identify and Prevent Fraud

Fraudsters are clever. Here’s how to stay a step ahead:

  • Learn about common scams on our Security Tips page.
  • Use strong passwords with a mix of uppercase, lowercase, numbers, and special characters.
  • NEVER share your digital banking credentials or card information with anyone.
  • Report scams or suspicious activity. 

    Know What to Dispute

    Before you dispute a charge, check whether it's for a subscription service or a purchase and resolve it directly with the company. 

    Fraud happens when someone gains access to your account and uses funds without your authorization.

    Stay in the Know

    With Card Fraud Text Alerts 4 , KTVAECU will send you a notification when there's suspicious activity detected on your credit or debit card. 

    REMEMBER: Card Fraud Text Alerts will come only from a short code phone number, not a regular 10-digit number! 

    THE KTVAECU® PROMISE

    We will never contact you to ask for your digital banking credentials, account reset codes, PIN, card numbers, social security, or account information!

    Disclosures

    1 May be limited to make, model, and year of your smart phone.

    2 Some restrictions may apply. Ask for details. Message and data rates may apply from your wireless carrier. Ask for details. Control My Card by KTVAECU® is a registered trademark of Knoxville TVA Employees Credit Union. Available to qualifying Members.

    3 Some restrictions may apply. Ask for details. Message and data rates may apply from your wireless carrier.

    4 Some restrictions may apply. Message and data rates may apply. Not all wireless carriers support FTEU (Free To End User) texting. If your carrier does not support these texts or your mobile number is not on file, you will continue to receive phone calls if unusual activity occurs on your card. Ask for details.