Debit Card Suspicious Activity Verification

I received a text message or phone call to verify potential fraudulent debit card charges. What should I do?

While Umpqua will occasionally reach out with a phone call or text to verify a transaction or activity, it is unfortunately common for fraudsters to attempt to impersonate us. That can even include "spoofing" the numbers that we use so that your Caller ID will make the number appear legitimate. When in doubt, don't answer the call or respond to a text message; instead call us at (833) 898-0981. It's important that you get in touch with us quickly whether or not the alert is genuine because either possibility could mean trouble.

Automated Phone Call

During a legitimate automated call, you'll be asked a series of questions to confirm your identity. This outbound call will only be made using the number 866-707-3915. However, that does not guarantee that you are being called by Umpqua. Spoofing allows for fraudsters to mimic a phone number so if you do receive a call, it's best to let it go to voicemail and call the number printed on the back of your card because spoofing only works on inbound calls.

Fraud Text Alert

While SMS spoofing is less common, it can still be difficult to tell the difference between a real alert and a fake one. When in doubt, don't respond and call the number printed on the back of your card. If you have provided Umpqua with your cell phone number, you are automatically enrolled in, and will receive fraud alerts by text message from short code 23618, should we detect suspicious card activity. Note: Umpqua must have your cell phone listed in our system as your "mobile" number, not as your "home" or "work" phone, for fraud text alerts to be enabled.

• Fraud text alerts will only be sent between the hours of 8 am and 9 pm PST.
• It is important not to ignore fraud alerts, whether received by text or by phone so that Umpqua can take immediate action to protect your account. When in doubt, give us a call at the number printed on the back of your card. Non-response could impact your ability to make future debit card purchases.
• Please refer to the Consent to Receive Communications section of your Umpqua Bank Rules and Regulations disclosure, as well as the Fraud Alerts Program information contained in your ATM and Visa Debit Card Agreement or Home Equity Card Agreement for details about this service.
• If you wish to discontinue receiving Umpqua Fraud Text Alerts, simply reply back to the text you receive from short code 23618 to confirm if the transaction was authorized, then simply reply "STOP" to the same text message.
• Please make sure to update your contact information with Umpqua if you have moved or changed phone numbers recently by contacting us at (866) 486-7782.

If you identify at least 1 transaction as being invalid, we will place a temporary restriction on your card to prevent further unauthorized use. If an unauthorized charge does show up on your account, and through our research we determine the charge was unauthorized, Visa's Zero Liability Policy will protect you against any unauthorized purchases.

Oh, and if we can't get ahold of you, we may place a temporary hold on your account to keep your funds safe.