FRAUD ALERT

Fraudsters are impersonating the Credit Union. Remember, KTVAECU^® will never contact you for your full account number, card PIN, card security code, or online banking credentials. KTVAECU fraud text alerts come from a 5-digit shortcode, not a 10-digit phone number. If you are unsure, do not respond and call us at (865) 544-5400.
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SPECIAL HOLIDAY HOURS

All Credit Union locations will be closed Friday, April 3, in observance of Good Friday.

What to do When You Think it's Fraud

Fraud Next Steps

Protect Yourself: Next Steps
If you notice unusual activity on your accounts or suspect fraud, take these quick steps. Before you dispute a charge, check whether it's for a subscription service or a purchase and resolve it directly with the company.

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.

THE KTVAECU^® PROMISE

We will never contact you to ask for your online banking username, password, account rest codes, PIN, debit/credit card numbers, social security, or account information.

There are times when we may contact you about your accounts. When we do, we may ask questions to confirm your identity, but we will not ask you for complete account numbers, card numbers, or online credentials. If you have any questions, call (865) 544-5400 or (800) 467-5427.

Pay-A-Person Scam: If you receive a text, call, or email from the Credit Union asking to send money through Pay-A-Person to KTVAECU, do not respond! We will never ask you to copy, forward, or send us a link.

Identify and Prevent Fraud

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

Learn about common scams on our Fraud Tips page.
Discover tools to protect your account in our Security Center.
Use strong passwords with a mix of uppercase, lowercase, numbers, and special characters.
NEVER share your digital banking credentials or card information with anyone.
Save our short code when you receive Card Fraud Text Alerts ⁴ . KTVAECU Card Fraud Text Alerts will only come from a short code phone number, not a regular 10-digit number!
Report scams or suspicious activity.

Fraud FAQs

How do I know if a message really came from KTVAECU?

We will never ask for your full password, one-time security codes, or sensitive account details through text, email, or unsolicited phone calls. If you are unsure, contact us directly at (865)544-5400.
What should I do if I suspect fraud on my account?

If you notice unauthorized transactions or suspicious activity, contact us immediately. We will help you understand the situation and guide you on next steps.
How can I protect my credit union accounts from fraud?

You can protect your account by enrolling in account alerts, using card controls, monitoring your transactions regularly, and keeping your contact information up to date. Account alerts notify you of important activity in real time, while card controls allow you to manage when and how your debit card is used. These tools help you quickly detect and stop unauthorized transactions. Learn more about how to protect your Credit Union accounts from fraud on our Security webpage.
What should I do if I already clicked a link or shared information?

Contact us, and we will review your account.
I feel embarrassed. Should I still report fraud?

Yes. Fraud affects people of every age and background. Reporting helps protect your account and may prevent future scams.
Are scams only online or through text messages?

No. Fraud occurs through phone calls, emails, social media, mail, and in-person requests. Use extra caution for any unexpected request for money or personal information.
I don’t recognize the person who contacted me from the Credit Union and asked me to call back. How do I know they are legitimate?

Scammers are evolving their tactics at a rapid pace. The Credit Union values your trust. We encourage you to contact us by phone at our publicly listed phone number (865) 544-5400 to verify the identity of any individuals you do not recognize.
I got a letter/email from the Social Security Administration notifying me of identity theft. How do I know if it's real?

Communications like these are often fraudulent. The Social Security Administration (SSA) is aware of these and encourages taking steps to Slam the Scam that can take the form of fraudulent phone calls, letters, or emails. Find additional information from the SSA at www.ssa.gov/scam.
Should I report a suspected Social Security scam?

If you believe you have received a fraudulent communication from federal agents, you are encouraged to report the fraud to the Social Security Administration through their website, secure.ssa.gov/oig/scam, by filling out and submitting the form.

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.