Protecting your personal and financial information is extremely important us. Here at Western Reserve Bank, we want to provide our customers with useful tools and resources to help prevent identity theft and educate you on securing your personal information. We hope that this guide will be an evolving resource for our customers to go to in the ongoing fight against fraud and identity theft – the fastest growing criminal activity in the United States. Please return to this section of the website whenever your need access to this information and feel free to call us if you have any questions.

• Identity Theft and Fraud
  • Types of Fraud
  • How to protect yourself
  • What to do if your information or identity has been stolen
  • Other Resources
• Practice Safe Computing
• ATM and Debit Card Safety
  • ATM Safety
  • Drive-Up ATM Safety
  • PIN Debit Safety

Identity Theft and Fraud

Identity theft and financial fraud are terms used to describe crimes in which someone wrongfully obtains and uses key pieces of personal information, such as Social Security or driver’s license numbers, in order to impersonate someone else, typically for economic gain. The information can be used to obtain credit, merchandise, and services in the name of the victim and/or provide false credentials to the criminal. In addition to running up debt, the criminal might provide false identification to police, creating a criminal record or leaving outstanding arrest warrants for the person whose identity has been stolen. Every year, identity theft and fraud relating to electronic payments such as ATM and debit transactions and online purchases will strike millions of Americans.

Many people do not realize how easily criminals can obtain personal data. For example, in public places criminals may listen in on your conversation or watch your from a nearby location as your enter a password or account number. They may gain key pieces of information by stealing unopened mail or looking through documents that you have thrown away. Through the Internet, criminals are able to obtain your personal information through a variety of means.

To minimize the chances of you falling victim to identity theft and financial fraud, we believe that it is vital that you recognize the various types of fraud and learn how to protect yourself against them. The following contains information to provide education about fraud and learn how to protect yourself against a fraudulent attack.

Types of Fraud

1. Phishing – is a scheme used by fraudsters, posing as a trusted financial institution, ATM/debit network, credit card company, online retailer or other service provider that tries to trick you into disclosing personal and/or financial information. Typically, you will receive and unsolicited email or phone call appearing to be from an organization that you readily recognize asking you to verify personal and/or financial information. Many times these are organizations that may be in some way connected to your checking and/or savings account, such as your financial institution, utility company or an online payment company. To encourage immediate action, the request usually warns that an unauthorized transaction has taken place on your account, or that your service may be interrupted or shut down unless you confirm your information. If the phishing attack is in the form of an email, it may use the name, logo and Website attributes of the legitimate business. You can report phishing by forwarding the email to reportphishing@antiphishing.org.
    
2. Pharming – uses computer software such as crimeware, malware or spyware, to collect personal information from your computer and deliver it back to fraudsters. In pharming, consumers who are attempting to log onto a legitimate website are unknowingly redirected by the fraudulent software to an authentic-looking but bogus site. When the consumer enters his or her personal log-in information, the criminals capture this information and may use it in a variety of ways including accessing your accounts and making online purchases. Since little or no participation on your part is necessary, and the redirect happens behind the scenes, pharming is extremely difficult to detect.
    
3. Spoofing – Pretending to be something it is not, on the Internet, usually an email or Website. Criminals redirect your internet traffic to bogus websites when you think you are going to a legitimate site.
    
4. ATM Tampering – A thief may attach a devise that blocks the cash slot. When you do not receive the cash, you are typically going to cancel the transaction and leave. However, the cash has already been dispensed and the thief will approach the ATM machine and remove the device gaining access to the cash. The thief may also attach a "skimming" device to the swiping mechanism and/or a keypad overlay, that will download your account information and possibly your PIN, so that your card can be duplicated and used for purchases and/or withdrawals.
    
5. Other methods
   

   -	Stealing account statements, credit card statements, pre-approved credit offers, new checks and tax information from your mailbox.
   -	Obtaining your credit report by posing as your landlord, employer or someone else who may have a right to such information.
   -	Stealing wallets or purses
   -	Imprinting your credit or debit card, or swiping it at a skimming device, while the card is out of your sight at a restaurant or retail establishment.
   -	Completing "change of address" forms to send your mail to another address.
   -	Finding personal information in your home or in your trash.
   -	Hacking into a retail store’s computer system and collecting debit or credit card information such as card and PIN numbers.

How to protect yourself

1. Shred financial documents, statements, receipts, credit card offers, expired credit cards – anything that has personal information about you. Don't just throw mail away without shredding or ripping up items for it may contain more information about than you realize.
    
2. Opt Out for prescreen mailings. You can choose to say "No, thank you" to pre-approved offers of credit or insurance. The four main credit reporting companies – TransUnion, Experian, Equifax and Innovis have sponsored an "opt out" list that removes your information from lists that are obtained from these agencies by companies who solicit offers of credit and insurance. The website is www.optoutprescreen.com or the hotline at 1-888-5OPTOUT (1-888-567-8688).
    
3. Only put your name and address on checks. If you put an account number in the memo section, try to use only the last four numbers of the account number. NEVER print your Social Security or Driver’s License number on your checks. When you order checks, ask when to expect delivery, or consider having them picked up at the bank instead of mailing them.
    
4. Protect your deposit slips in the same way you do your checks. Criminals can get your name, address and account number off these slips then make deposits of bad checks and withdraw money using the "less cash received" line.
    
5. Never carry a password or PIN in your wallet or purse. Memorize them. Use unobvious combinations of letters and numbers in your password. Also, shield the keyboard at the ATM or point of purchase machines so others cannot see you entering your password.
    
6. Don’t carry your Social Security card, passport or birth certificate with you on a regular basis. Don’t give your Social Security number unless it is absolutely necessary or you are sure that your privacy is protected.
    
7. NEVER give out personal information over the phone if you DID NOT initiate the call. Often scammers call unsuspecting victims and pretend to be from a legitimate financial company or bank and explain that they urgently need your information. Ask for the name, phone number and address of the company and offer to call them back. This may end the call right away if it is a scam. Or call the number on your statement. Chances are, you will then alert the real company that someone is out there using their name illegally and they can inform other customers of the scam.
    
8. Review your credit report every year. According to the Fair and Accurate Credit Transaction Act (FACTA) of 2003, you are entitled to one free credit report each year. In addition, you may also obtain a free credit report if you are a victim of identity theft. To request your free credit report, call 877-322-8228, log on to www.annualcreditreport.com or write Annual Credit Report Request Service at P.O. Box 105281, Atlanta, Georgia, 30348-5281.
    
9. Do not reply to any unsolicited email, pop-up message or phone call asking for personal and/or financial information. Be suspicious of anyone who contacts you with an urgent request for personal information. It is unlikely that legitimate businesses will ever engage in these practices.
    
10. Do not click on any email link if you suspect the message is fraudulent, not even to "unsubscribe." Instead, call the business using the number on the back of your card or on your monthly statement to confirm the legitimacy of the email. Never send personal or financial information via email.
     
11. If you initiate an online transaction and are required to provide personal data, look for indicators that the website is secure, like the "https" in the URL or the padlock icon. While these indicators do not ensure the security of the site or your personal data, sites without them should be avoided. You should also verify that the URL of the site you are visiting is displayed accurately in the address bar.
     
12. Do not let your debit card out of your sight when purchasing goods and services. Although credit card information can also be skimmed, the theft of your debit card data involves greater risk because it is associated with your checking or savings account.
     
13. Use anti-virus software, anti-spyware and a firewall, and keep them up to date. Some phishing attacks contain software that can harm your computer or track your activities on the Internet without your knowledge.
     
14. Review all account statements regularly to verify all transactions including checking, savings, and credit card accounts. Frequently log into your online accounts and review all activity. Immediately report any unauthorized activity to the account provider.
     
15. If you have given out personal or financial information in response to a fraudulent request, report the incident to your account provider(s) as soon as possible. Keep a record of the names, account numbers and customer service numbers for all financial accounts you maintain. This way you will have all of the necessary information you need to report a theft to the appropriate account provider(s). Also, report a theft to the three major credit reporting agencies, Experian (888-397-3742, Equifax (800-525-6285) and TransUnion (800-680-7289).
     
16. If you are ever denied credit, ask why. This may be the first indication that someone has stolen your identity and opened accounts or made excessive charges in your name.
     
17. If one of your credit card companies calls to report a possible fraudulent purchase, react quickly. Chances are the credit card company will handle that transaction, but this could also be an indication that your identity has been stolen. Check your credit report immediately and contact your financial institution, if necessary.
     
18. Report all phishing attacks at once. Notify the FBI by filing a complaint on their website at www.ifccfbi.gov and forward the email to spam@uce.gov (Federal Trade Commission).
     
19. Change PINs and passwords periodically. This will lessen the risk of having fraudulent access to your accounts and cards.
     
20. Do not mail bills or other items with personal information from your home mailbox. Take the directly to the post office or use a postal drop box. It is very easy for criminals to remove the mail from your home mailbox and obtain your personal information from them.

What to do if your information or identity has been stolen

1. The first thing you need to do is contact the police. The police should then generate a report or case number. You will need this number as some credit card companies may ask for it as verification that a crime has occurred.
    
2. Then, immediately contact your credit card companies and financial institutions.
   

   a.)	Close all existing accounts and open new accounts. Make sure that the issuer of any cards reports the account "closed at customer request."
   b.)	Follow up in writing to verify the date you initially contacted the credit card company and/or financial institution and to confirm your request to close the existing account.
   c.)	Close any other accounts that you know the criminal has opened in your name.
   d.)	Be sure to change any passwords associated with the old and new accounts. DO NOT use anything obvious that may have been stolen by the criminal. Use a combination of letters and numbers in your passwords.
   e.)	Call the fraud units of all three credit bureaus and report the theft. Request that a "fraud alert" or "victim’s statement" be placed on your file. This will tell anyone that tries to open an account in your name that they must verify this activity by calling you at home. Confirm that this will occur and provide the phone number where you would like creditors to contact you. Keep in mind that this means you will not be able to open "instant credit" accounts at a merchant, but it is the best way to prevent unauthorized account openings.

   
   

   Equifax Credit Information Services Consumer Fraud Division P.O. Box 105496 Atlanta, GA 30348-5496 1-800-997-2493 www.equifax.com	Experian P.O. Box 2104 Allen, TX 75013-2104 1-888-397-3742 www.experian.com
   TransUnion Fraud Victims Assistance Dept. P.O. Box 390 Springfield, PA 19064-0390 1-800-680-7289 www.transunion.com

   
    
3. Make sure to document all conversations with authorities and financial companies. Keep a call log and copies of all correspondence and emails.
    
4. If your Social Security Number has been stolen, notify the Social Security Administration’s Office of Inspector General at:
   
   http://www.ssa.gov/oig.public_fraud_reporting/index.htm
   1-800-269-0271 from 10:00 am to 4:00 pm EST
   Fax: 1-410-597-0118
   TTY for the deaf and hard of hearing: 1-866-501-2101
   
   U.S. Mail to:
   Social Security Fraud Hotline
   P.O. Box 17768
   Baltimore, Maryland 21235
    
5. File a report with the Federal Trade Commission (FTC) by contacting the FTC’s Consumer Response Center. While the FTC cannot prosecute, they do help victims of identity theft by providing resources and information to help them resolve the problems that result from the theft and can refer victims to other government and private agencies to further assist them.  
   

   Consumer Response Center
   Federal Trade Commission
   600 Pennsylvania Ave., NW
   Washington, DC 20580
   1-877-382-4357
   www.ftc.gov/ftc/consumer.htm

Other Resources

Identity Theft Resources from the Privacy Rights Clearinghouse – www.privacyrights.org/identity.htm

Identity Theft Resource Center, a nonprofit organization – www.idtheftcenter.org

Identity Theft Prevention & Survival – www.identitytheft.org

Federal Trade Commission’s ID Theft Clearinghouse – www.consumer.gov/idtheft

TransUnion Identity Theft Resource - http://www.transunion.com/corporate/personal/fraudIdentityTheft.page

United State Department of Justice - http://www.usdoj.gov/criminal/fraud/websites/idtheft.html

Internet Crime Complaint Center (Federal Bureau of Investigation), National White Collar Crime Center, and the Bureau of Justice Assistance - http://www.ic3.gov

Practice Safe Computing

The number and sophistication of phishing and spoofing scams sent out to customers is continuing to increase dramatically. While online banking is widely considered to be as safe as or safer than in-branch or ATM banking, as a general rule your should be careful about giving out your personal information over the Internet. Remember, no reputable financial institution will ever request your personal information via email.

Here is a list of recommendations to follow in order to avoid becoming a victim of scams:

1. Never save your password to your desktop. Saving your password to your desktop may seem like a timesaver but it allows others to access your personal information without your permission.
    
2. How personal is your password? Avoid using passwords that are relevant to your personal situation. Passwords with your phone number, date of birth, or social security number are often gateways to disaster. Create passwords that contain letters and numbers that cannot be easily attributable to you. Change your password every 60 days or as often as you feel comfortable. Remember: the longer the password, the harder it is to break it. Use plenty of upper and lower case letters and number, too.
    
3. Be suspicious of any email with urgent requests for personal financial information. Phishers have been known to include upsetting or enticing (but false) statements in their emails to get people to react immediately. More recently, some phishers have toned down their language, as email recipients have become more aware of the use of this tactic. Either way, the email typically asks for information such as user names, passwords, credit card numbers, Social Security numbers, etc.
    
4. Don’t open email from unknown sources. "Phishing" emails are those sent to your email address by cyber criminals who wish to steal your personal information. Be way of any email that asks for PIN numbers, passwords or your credit card information. These letters are often emblazoned with registered logos of legitimate companies that your may already do businesses with. Links within these "phishing" letters may take you to fraudulent "Spoof" websites which are designed to fool consumers into trusting the integrity of the website. Most Phishing emails do not even address you by your proper name because they are "blanket" emails sent out en masse to thousands of potential targets.
    
5. Be careful of emails that are not personalized and/or contain spelling errors and/or awkward syntax and phrasing. Many phishing emails are sent in great bulk and, therefore, are not personalized. If you are suspicious of an email claiming to be from your financial institution that is not personalized, call your financial institution before responding. Many are also being sent from other countries from individuals for whom English is a foreign language, thus resulting in misspelled words and awkward syntax and phrasing.
    
6. Be careful of personalized emails that ask for personal financial information. Be suspicious of any email that contains some personal financial information, such as a bank account number and asks for other information, such as a PIN. Your bank will never ask for or send you personal financial information by email.
    
7. Do not use links in an email to get to any webpage. Instead, call the bank on the telephone to confirm the address, or log onto the website directly by typing in the web address in your browser.
    
8. Do not complete forms in email messages that ask for personal financial information. Your financial institution would never ask you to complete such a form within an email message.
    
9. Only communicate information, such as credit card numbers or account information, via a secure website or the telephone. When submitting financial information to a website, look for the padlock or key icon at the bottom of your browser, and make sure the Internet address begins with "https." While you can not be completely sure that a website is secure when its address starts with "https," you can be sure the website is not secure when it does not start with "https."
    
10. Regularly log on to your online accounts and check your bank, credit and debit card statements to ensure that all transactions are legitimate. One of the real advantages to banking online is being able to regularly review your account for unauthorized or unusual activity. If anything is suspicious, contact your bank and all card issuers immediately.
     
11. Ensure that your browser is up to date and security patches applied. Always visit your browser’s home page to download the latest security updates even if they don’t alert you to do so.
     
12. Use online statements to reduce the volume of paper mailed. Paper today is the cause of more actual instances of identity fraud than are electronic thefts.
     
13. Report any suspicious emails and website addresses immediately. Most eCommerce websites maintain security departments that deal with Spam, Phishing scam letters and other security breaches. Forward any unusual emails and website addresses to the security departments immediately so that they can advise you on how to proceed.
     
14. "We need you to update your password because of a security compromise." Why would a company that already has your password request it from you? Many illegitimate emails are sent daily asking you to update your password because of purported "security compromises" that do not exist. A simple phone call to the organization in question will answer any question that you may have regarding security compromises. Customer service centers are to be considered your ultimate resource when you receive potentially illegal or confusing emails.
     
15. Pop-Up Windows. Beware of any window that "pops up" during an internet banking session. If the window asks you to access another website or to enter your password then you should beware. "RATS" or Remote Access Trojans can be installed on legitimate websites by computer hackers who want to steal your personal information. Call your financial institution’s internet banking customer service area immediately to determine the legitimate operation of their website before your honor any request for your personal information.
     
16. Use the best virus protection and firewall protection that you can afford. Virus protection and firewalls provide additional layers of protection that you need to insulate your risk exposure to viruses that can rob your computer hard drive of valuable personal information. Virus protection packages and firewalls can be purchased online or at reputable computer software stores nationwide. Remember that after you install virus protection you will still need to regularly update the software to ensure maximum protection. Most software updates are free once you pay for the annual fee for virus protection software.
     
17. Disconnect from the Internet when not in use. Literally "unplugging" the PC and disabling your wireless router may play key elements in protecting your information when the computer is not being used. Dial up connections can be unplugged from the telephone outlet while wireless routing devices can simply be unplugged from the electrical source or "powered down" during periods when the PC is idle.
     
18. Allow your financial institution to contact you using normal channels of communication. Make sure that your financial institution has your best possible contact telephone numbers and your current mailing address. If your financial institution whishes to contact you, they will more than likely use the telephone followed by an actual paper letter sent to your official address.

ATM and Debit Card Safety

1. Treat your card like cash and always store it in a safe place.
    
2. Keep your PIN a secret. ATM transactions and PIN debit purchases require the use of a personal identification number or PIN. You should never write your PIN on your card or store it with your card. You should memorize it.
    
3. Do not disclose information about your card over the phone. Companies and individuals do not need to know your PIN…not even your financial institution. If you perform transactions over the phone using your ATM or debit card, do not disclose your PIN.
    
4. Never disclose information about your card in response to an unsolicited email or request. Email is a common channel for fraud perpetration. Never provide your debit or credit card number, PIN or any other non-public personal information to any entity or person in response to an unsolicited email or request. Your financial institution will never ask you for your PIN.
    
5. Make certain that you shop at secure Internet shopping sites. Look for secure transaction symbols when shopping online to ensure your account information is protected. Always log off from any site after your make a purchase and shut down your browser to prevent unauthorized access to your account information.
    
6. Protect your card's magnetic stripe. Do not expose your card's magnetic stripe to magnetic objects as they can damage your card.
    
7. Report lost or stolen cards immediately. Call your financial institution if your card is lost or stolen to reduce the chance that it will be used improperly. Immediate notice of lost or stolen cards will also limit your potential liability for unauthorized transactions.s they can damage your card.
    
8. Review your account statements for unauthorized transactions. Review all account statements from your financial institution promptly and report any errors or unauthorized transactions as soon as possible. Prompt notification will limit your potential liability.

ATM Safety

1. Observe ATM surroundings before conducting a transaction. If anyone or anything appears to be suspicious, leave the area at once. If you drive to an ATM, park as close as possible to the terminal. Observe the entire area from the safety of your car before getting out.
   
   
2. If an ATM is obstructed from view or poorly lit, go to another location. If possible, report the problem to the ATM operator or your financial institution.
   
   
3. Minimize time spent at the ATM when conducting a transaction. Have your card out and ready to use. Do not allow a stranger to assist you in making a transaction, even if you have trouble or your card gets stuck. When your transaction is complete, put your card, money and receipt away and immediately leave the area. Never count your money while at the ATM.
    
4. Only enter your PIN once for a transaction. If you are prompted to enter your PIN twice, or if you notice unusual messages on the screen, notify the ATM operator or your financial institution. However, if there is a time out or if the transaction is canceled and you enter your PIN a second time, make note of the date, location and amount and check your statement to be sure the transaction does not appear twice.
    
5. Block the view of others when using the ATM. Stand between the ATM and anyone waiting to use the terminal. Shield the keypad when entering your PIN and transaction amount.
    
6. Look for possible fraudulent devices attached to an ATM. If the ATM appears to have any attachments or alterations to the card slot or keypad, do not use the terminal. If possible, report the problem to the ATM operator or your financial institution.

Drive-Up ATM Safety

1. Keep your doors locked, windows up and engine running when in line at a drive-up ATM.
2. Always leave enough room between vehicles to allow for a quick exit should it become necessary.
3. Before rolling down the window to use the ATM, observe the entire area.
4. Minimize the time spent at the ATM.
5. If anyone or anything appears suspicious, cancel your transaction and drive away at once.
6. If anyone follows you after making an ATM transactions, drive immediately to a crowded, well-lit area and call the police.

PIN Debit Safety

1. Never allow the cashier or any other person to enter your PIN for you, even if they are assisting you with the transaction. Always keep your PIN a secret.
   
2. Block the view of others when using a PIN debit terminal.
3. Be certain the transaction is complete and review your receipt before leaving.
4. If you receive cash back from a transaction, put it away before leaving.
5. When using an outdoor terminal such as at a gas station, always observe your surroundings before making a transaction.
6. When using an outdoor terminal, if anyone or anything appears to be suspicious, leave the area at once.
7. It is a good idea to take another person with you when using an outdoor PIN debit terminal at night.
8. If anyone follows you after conducting a PIN debit transaction, proceed immediately to a crowded, well-lit area and call the police.