Frequently Asked Questions

Debit Card Fraud Protection (During After-Business Hours & Weekend)


Q: How does RBT's risk management system determine if a transaction is potentially fraudulent?

A: The system has capabilities to track risk patterns such as a sudden change in locale (such as when a U.S.-issued card is used unexpectedly overseas), a sudden string of costly purchases or any pattern associated with new fraud trends around the world. It then scores each transaction on the degree of probability that it is fraudulent. RBT has set its risk scoring threshold at a score of 930. Any transaction or string of transactions that result in a score of 870 trigger Rockford Bank & Trust to create a case for the client. If the score reaches the threshold of 930, the debit card is immediately disabled.

Q: What happens if potential fraud is detected during normal bank hours?

A: You will receive an automated phone call, as well as a phone call from a RBT employee to review the transactions in question. The only time that you may not receive a personal phone call from a RBT employee is if you already responded to the automated call, confirmed whether or not the transactions in question were legitimate, and the case was closed.

Q: What happens during the automated phone call (during after-hours and weekends)?

A: RBT's automated call will ask you to verify recent transaction activity on your card (please note: we will never ask for your card # or PIN). You'll be able to respond via your touchtone keypad. You'll also be provided with a toll-free number to call should you have additional questions.

Q: Why would my RBT debit card become disabled?

A: If you confirm the transactions in question are NOT legitimate.
-If you are never reached or never respond to our automated call (which attempts to reach you at each phone number you provide RBT).
-If the transactions in question surpass RBT's risk scoring threshold (each transaction is scored on the degree of probability that it is fraudulent).

Q: What should I do if my debit card becomes disabled without my knowledge?

A: If your debit card has become disabled, it is because we want to minimize your overall loss and the impact of any fraud through quicker detection. Please contact us at 815.489.2114 during normal bank hours or at 800.262.2024 after hours. We will review your account and the fraud system report to find out the reason your card became disabled. If the transactions in question are legitimate, we will immediately turn your card back on. We understand the potential inconveniences this may cause you for one evening or weekend; however, we believe this outweighs the potential loss of your money.

Q: What are RBT's bank hours?

A: 127 N. Wyman Street
Phone: 815.489.2114
Monday - Thursday 8:00 am - 5:00 pm
Friday 8:00 am - 5:30 pm
4571 Guilford Road
Phone: 815.489.2114
Monday - Friday 8:30 am - 5:30 pm
Saturday 8:00 am - 12:00 pm