ATM/Debit Card Alerts Questions

What types of ATM/debit card alerts are available?

There are four ATM/debit card alerts you can sign up for:

Tell me when a purchase or ATM withdrawal is made from an international location with my unique ATM/debit card number.

Transactions included in this alert are any cash withdrawals performed at an ATM located in a country outside of the United States, as well as any purchases from a merchant located outside the United States.

Tell me when a purchase is made over the internet, by phone or mail order with my unique ATM/debit card number.

Transactions included in this alert are purchases made over the internet, or at merchants that accept payments over the phone or by mail.

Tell me when the total purchases exceed a certain dollar amount in one day with my unique ATM/debit card number.

We will total up all purchase transactions performed with your ATM/debit card in a 24-hour period, and generate this alert if the total of those purchases exceeds the amount that you entered when you signed up for this alert. Transactions included in this alert are:

  • Purchases at a merchant where you entered your Personal Identification Number (PIN)
  • Purchases at a merchant where you signed the sales slip
  • Purchases at a merchant where you were not required to sign the sales slip (including internet, phone and mail order purchases)
  • Over-the-counter cash disbursements (a transaction where you use your card to get cash from a teller at a non-Wells Fargo bank)

Tell me when the total ATM withdrawals exceed a certain dollar amount in one day with my unique ATM/debit card number.

We will total up all ATM withdrawal transactions performed with your ATM/debit card in a 24-hour period, and generate this alert if the total of those withdrawals exceeds the amount that you entered when you signed up for this alert. Transactions included in this alert are:

  • ATM cash withdrawals
  • ATM stamp purchases*
  • ATM donations*

* Not available at every ATM

How do I sign up for ATM/debit card alerts?

To sign up for ATM/debit card alerts:

  1. Sign on to Messages & Alerts
  2. Select the Set Up/Modify Alerts tab
  3. Look for the Unusual ATM/Debit/Prepaid Card Activity Alerts under the Security and General Alerts section and click on the Set Up link
  4. Check the boxes next to the alerts you would like to receive

If I subscribe to the Unusual ATM/Debit Card Activity Alerts, will you still monitor my accounts for out-of-pattern activity?

Absolutely - these alerts supplement the current fraud detection measures we have in place. We regularly review your accounts for out-of-pattern activity. Working together, we can help prevent fraud.

What should I do if I do not recognize a transaction listed in an alert?

If you do not recognize a transaction, please call us immediately at 1-800-TO-WELLS (1-800-869-3557). Business customers please call 1-800-CALL WELLS (1-800-225-5935). Phone Bankers are available 24 hours a day, 7 days a week.

Why did I receive a phone call asking me to verify transactions performed with my card?

We use different methods to help protect our customers against potential fraud, and phone calls to verify transactions as part of a unique fraud prevention effort, separate from the Unusual ATM/Debit Card Activity Alerts.

Why did I receive an alert that a purchase was made from an international location when I have not traveled outside the U.S.?

Sometimes merchants that transact over the internet, by mail or by phone order are located outside the U.S., so these transactions originate from an international location even though the cardholder does not travel outside the U.S. However, if you do not recognize a transaction, please call us immediately at 1-800-TO-WELLS (1-800-869-3557). Business customers please call 1-800-CALL WELLS (1-800-225-5935). Phone Bankers are available 24 hours a day, 7 days a week.

I have more than one account linked to my card. Will activity from all linked accounts be included in these Unusual ATM/Debit Card Activity Alerts?

Yes, transactions performed with your ATM/debit card from all accounts linked to your card will be monitored and included in alert(s) if they meet the criteria.

Will I receive alerts for transactions made by any joint accountholders or other authorized signers on accounts linked to my card?

No. Joint accountholders and other authorized signers have unique ATM/debit card numbers and must sign up for Unusual ATM/Debit Card Activity Alerts individually.

Why are the transaction amounts shown in my Unusual ATM/Debit Card Activity Alerts different from the actual amounts of the transactions?

The amount shown in the alert reflects the transaction amount sent by the merchant for approval or authorization. The final posted amount may vary. Some merchants, such as hotels and car rental agencies, may request an authorization for an estimated amount of the charges you may incur. Other merchants may send a $1 authorization request to check that your card is open and active.

Why is there a delay in receiving an Unusual ATM/Debit Card Activity Alert?

We process transactions on a nightly basis, and this process generates an alert to your email address and secure inbox the next day. Occasionally you will receive an alert for a transaction which you made several days before. There are several reasons why this can occur, the most common of which is a simple delay by the merchant in processing your transaction. For internet, phone, and mail order transactions, there may be a delay in the final transaction amount posting to your account, based on when the order is fulfilled.

I expected to receive one of the Unusual ATM/Debit Card Activity Alerts for a particular transaction, but an alert was not sent. Why?

We send alerts based on certain information in the transaction record sent by the merchant. Occasionally a merchant (or their processor) omits certain information from the transaction record so we are not able to identify the transaction as one that meets the alert criteria.

If my card number changes (for example, if I lose my card and order a replacement card) will I need to re-subscribe to the Unusual ATM/Debit Card Activity Alerts?

If your card number changes as a result of ordering a replacement card, we will do our best to automatically transfer the Unusual ATM/Debit Card Activity Alerts subscriptions to your new card number. To verify your current alerts subscription at any time, sign on to Online Banking, select the Messages and Alerts tab, and then click on Set Up/Modify Alerts.

Will I receive more than one Unusual ATM/Debit Card Activity Alert in a day?

If you subscribe to more than one type of Unusual ATM/Debit Card Activity Alert, and two or more alerts qualify to be sent in a given day, we will consolidate these alerts into one version for delivery to your secure inbox and email addresses you provided when you subscribed.

How long do Unusual ATM/Debit Card Activity Alerts stay in my Messages & Alerts inbox?

Unusual ATM/Debit Card Activity Alerts will stay in your Messages & Alerts inbox for 14 days, unless you delete them sooner. To save a message or alert for longer than the expiration date that’s listed next to the message in your inbox, you can copy and paste the text into a word processing document and save it on your computer.