We are always working to protect your account from fraud. Occasionally we might send you a new debit card to ensure your account remains safe and secure.
Why have I received a replacement debit card that I haven’t requested and before my existing card has expired?
We proactively issue replacement cards when there is a risk that the details of your existing card have been compromised. We act quickly to get a new card delivered to you whilst your existing card remains active. We do this with the aim of protecting your account whilst minimising inconvenience to you.
How do you know my debit card details are at risk of being compromised? Can you tell me how it happened?
Our fraud systems are constantly looking for indications that card details have been compromised. Once detected we do everything possible to protect your account and one of the steps is to replace your card.
There are several ways your card details could have become compromised or known to another person. A shop you have used online may have lost some of their customer details; another individual may have simply copied your details; or you may have used your card in a shop or at an ATM that had a card skimming device attached to it. These are just a few examples.
Although it is not possible to tell you exactly how or when your card details might have been compromised, rest assured we are committed to protecting your account from fraud.
What should I do next?
Sign the back of your new card and start using the new card straight away, with your existing PIN. We'll cancel your old card within a week.
Check your transactions on the Mobile app, Anytime Internet Banking or your regular statements.
If you see a transaction you don’t recognise you can find more information about the retailer and how to report fraud here
If you want more information about managing your debit card you can find it here
How can I protect myself from fraud?
You can find useful information on our Security Centre webpage about how to protect yourself from Fraud including the more common ways that fraudsters target personal information as well as tips for safer shopping. In summary, we recommend that you:
Ensure you have up to date anti-virus software on your device. We offer Malwarebytes free of charge, you can find more information here
Research and consider whether the retailer is trustworthy before making a purchase with card details.
Check the retailer website is secure – look out for 'https' or the padlock icon in the address bar.
Regularly check your transactions on the Mobile app, Anytime Internet Banking or your regular statements and report any unrecognised transactions to us immediately.
Keep your card information safe by not responding to suspicious or unexpected calls, emails or texts asking for card details.
Our registration journeys ask for the customer’s personal account information, which only they should know.
Our login processes need the right information, in the right order and customers are only allowed so many incorrect attempts before the system locks down for security.
When you log in to our Anytime Banking service on a lot of browsers, you’ll notice that the address bar (which starts ‘https://’) turns green. This shows that the website has an extra level of security.
Our mobile apps also have biometric security enabled, so logging in can be even more secure through Apple’s Touch ID or Android Fingerprint.
When you first enrol for Anytime Banking you will be given level 1 access, meaning that you are limited to making balance and transaction enquiries or moving money between your own accounts. To access level 2 services, like 3rd party payments on online banking, you will need a card reader and a debit card.
The card reader is a security device that works with your Anytime Banking service to provide an extra layer of protection against online fraud. The card reader also allows you to set up new payments, change your details and more.
In the app, a One Time Passcode will be sent to the mobile number we hold for you on the banks records before you can use services like Pay Someone New.
When shopping online, you may be asked to enter a one time passcode (OTP) to verify that it is you who is using the card. You should ensure that all your contact details including your mobile number are up to date with us so that we are able to send you the one time passcode (OTP) if this is required.
All payments are analysed for irregularities by our profiling engine. All communications from you rcomputers or mobile apps are encrypted.
If we hold your mobile number, we will send you an SMS or a push notification to confirm some activities on your account and check that it was you that made the transaction or changed some of your information, so it is important that we hold up to date contact numbers for you. If we suspect or become aware that your account may be subject to fraud, we will attempt to contact you.
Sometimes a fraudster may steal some of your security details and try to access your account through Anytime or mobile banking. We temporarily disable online accounts if too many unsuccessful attempts have been made to log in.
Regular tests of our mobile and online banking systems are undertaken by independent industry experts to ensure our services meet the highest standards of security. All of our websites are monitored and protected from sophisticated attacks such as DDoS (Distributed Denial of Service)
What is Natural Language Call Steering (NLCS) and Why Are We Introducing It?
NLCS is a function we are introducing to our Ulster Telephony services. You will be asked to state how we can help you rather than use the push button functionality of the old IVR system. Based on what you say, NLCS will route the call appropriately once you've been ID’d – this will either be into the self-service options, or to the right colleague.