At GMCU, we have systems in place to help keep your accounts safe.
Our system is known as VIGIL – a 24/7 call centre with artificial intelligence that monitors transactions to detect fraud. VIGIL has now introduced a 2-way SMS feature; a new way to protect you by verifying transactions with you directly in real-time.
If a transaction on your account is flagged as suspicious, you will be sent an SMS message asking you to confirm or deny that the transaction is legitimate. You can then simply respond to the text with a “yes” or “no”. This helps the system learn to identify potential fraud, and can ensure restrictions are put in place in response to illegitimate charge attempts. Once you respond, you will receive further instructions on what to do next.
In 2023, this system was upgraded to include Fully Integrated 2-Way SMS. This has a range of benefits, including:
- An addition to existing VIGIL security systems to increase your protection
- Smart and adaptable rules to accommodate for trends or new threats
- Automated processes, removing the risk of human error or relying on a fraud officer being available
- A better user-experience with improved response speed and minimised impact to cardholders.
This is an important reason for you to make sure that your contact details are always kept up-to-date. If your address or phone number has changed, you can update them using the GMCU Mobile App, Internet Banking, or by contacting your local branch.
Frequently Asked Questions
What will the message I receive look like?
Here is an example of the SMS Message you may receive:
“Restrictions have been placed on card ending #### and declined the transaction of $xx.xx at [Time] at [Merchant name]. Please confirm if you made this transaction by replying “yes”, else reply “no”. Alternatively, call our fraud department on 1300 705 750.”
- Reply “Yes”:
o “Thank you for confirming you made this transaction. This helps us provide you with an effective fraud monitoring service. Restrictions on your card have now been removed; please re-attempt your transaction.”
- Reply “No”:
o “Thank you for confirming you did not make this transaction. Restrictions will remain on your card to protect your funds. We will be calling you shortly to talk you through what happens next. You can also call us on 1300 705 750.”
How will I know the text message is legitimate?
Legitimate messages WILL
- Be sent from +61 437 126 492 or +61 489 954 380.
- Only ask for YES / NO responses
- Instruct you to call 1300 705 750
Legitimate messages will NEVER
- Be sent from any other phone number
- Ask for any information including access codes, passwords, etc.
- Include links in messages
Note: Be mindful that scammers have ways to ‘spoof’ legitimate phone numbers, so always be cautious about messages you receive – even if they appear in an existing message chain or conversation.
If you ever receive an unexpected letter, phone call, SMS or e-mail that asks for your information or a payment, please contact someone you trust, or contact us directly before you give out any information.
What other information will I be asked for?
You will only be asked for YES / NO responses to specific transactions.
You will never be asked for your full card number, CIV security code, PIN, or password. If you are ever asked for sensitive details such as these, please do not respond and contact us immediately.
