What if I receive an alert about a transaction I do not recognize?
Please report any unauthorized transactions immediately by calling the number on the back of your card. If you're not sure about a transaction, check to see if it is one of the following:
- A bill payment you set up for a recurring service (like cable or telephone).
- A large purchase that was divided into smaller transactions.
- To view full transaction details, you can sign on.
You can also visit our Fraud Information Center for resources to help you reduce your risk of fraud and identity theft.
Why is there a delay in receiving my card activity alerts?
We process alerts when each transaction comes to Wells Fargo and this will generate an alert to your secure inbox and any external contact points you have selected. Most of the time, we can send you an alert within minutes of a transaction occurring. Occasionally there are delays by the merchant in processing your transaction or delays in systems processing the alert.
If my card number changes (for example, if I lose my card and order a replacement card) will I need to re-subscribe to card activity alerts?
If your card number changes as a result of ordering a replacement card, we will do our best to automatically transfer any existing card activity alerts subscriptions to your new card number. To verify your current alerts subscription at any time, sign on to Online Banking, go to Alerts.
If I subscribe to 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.
Why did I receive a phone call and/or text message asking me to verify transactions performed with my card?
We use multiple methods to help protect our customers against potential fraud. In addition to the card activity alerts, you may receive a phone call or text message asking you to verify one or more transactions. If subscribed, you can confirm questionable transactions via text with the suspicious activity alert. Sign on and go to Alerts to get this alert.
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 the number on the back of your card. Phone Bankers are available 24 hours a day, 7 days a week.
I expected to receive one of the 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.
We also send alerts based on the amounts you choose when you sign up for alerts. If a transaction amount equals or is below the preset amount, we will not send you an alert. For example, if your preset amount is $5.00, you will only see an alert if the transaction is $5.01 or higher.