At Frost, keeping your information secure is our top priority. That means we’re always finding new ways to not only protect you and your assets, but to also empower you to protect yourself. To learn more about how we help you and your business stay safe, read below.
Your debit card was lost or stolen.
- If your debit card was lost or stolen, call us at (800) 513-7678. If you use Frost Online Banking, go to your Frost Online Banking homepage, click “Account Services” and select “Report a lost or stolen card” under “Card Management.” You can also temporarily freeze your debit card with the Frost App by going to the “Cards” tab or in Frost Online Banking under the “Account Services” tab.
You used your debit card at a business with a security breach.
If you used your debit card at a business during a period when data was compromised, be sure to monitor your transactions for potential fraud. Frost customers have zero liability when they report unauthorized activity promptly. You can also temporarily freeze your debit card with the Frost App or Frost Online Banking under the Account Services tab.
If we have not already contacted you, call us at (800) 513-7678 to cancel or temporarily block your debit card.
Your identity was stolen.
Contact one of the three major credit bureaus to place a fraud alert on your credit report, as well as a victim's statement asking that creditors call you before opening new accounts or charging existing ones.
Equifax (800) 685-1111
Experian (888) 397-3742
Trans Union (800) 888-4213
- As required by law, that credit bureau will report the information to the other two bureaus for you. You should also:
- Contact creditors for any accounts that have been affected
- Always follow up with a letter and keep copies of everything
- Close affected accounts and assign passwords to new ones
Your checks were lost or stolen.
- Call us at (800) 513-7678.
You received a suspicious email.
- If you receive an email claiming to be from Frost that looks suspicious, please forward it to email@example.com or give us a call at (877) 714-4932 .
You received a suspicious phone call.
- If you inadvertently give out your personal information, call us at (800) 513-7678.
Your computer was compromised.
Take these steps immediately:
- Immediately discontinue use of the affected computer for financial transactions and processes that require user credentials.
- Change your email passwords immediately
- Review sent folder for emails forwarded to unknown email addresses
- Use a respected antivirus vendor program to clean your computer system for malware or trojans
- Consider having an IT professional scan and confirm that malware is removed
- Once complete, we suggest changing your email passwords again
- Be sure to create a plan to change email passwords every 90 days
HOW TO PROTECT YOURSELF AND YOUR BUSINESS
Ways to keep your information safe.
- Know that most providers you do business with, including Frost, will never reach out to you to ask for your account access credentials
- Never give out your account access credentials such as passwords, user ID, security questions, 4-digit password for mobile app, 6-digit PIN, or any passcode delivered via text
- Be aware of scams that request personal information through calls, direct mail, emails or texts
We urge you to carefully and regularly check your statements and reconcile your accounts daily. Please call us immediately if you notice any unusual activity on your account.
Keep your mobile device secure.
- Keep your mobile device’s operating system, software and apps up to date
- Set up a password for your device and lock it when not in use
- Don’t install or run any app or program on your device unless it’s from a trusted source
- Be aware that when you “root” or “jailbreak” a mobile device it voids the manufacturer built-in security, leaving your device vulnerable to malware attacks, which hackers can use to access your personal information
- If you use the Frost App and lose your device, disable the app in Frost Online Banking or call us at (877) 714-4932
Safeguard your internet access.
- Be cautious using public Wi-Fi, as even reputable hotspots can be compromised
- Install and regularly update anti-virus software on your desktop, laptop and mobile devices
- If you use text banking and lose your device, be sure to update your text banking profile in Frost Online Banking
Be careful with your sensitive Information.
- Log out when finished using online banking
- Never store personal or financial information, including passwords, on your device or computer
- Don't click links in spam emails--even those sent by someone you know
- Monitor your financial statements regularly for unexplained activity and promptly dispute any activity that looks suspicious.
- And periodically check your credit report to make sure all your personal information is accurate. Visit www.annualcreditreport.com for details to access a free copy of your credit report.
HOW TO PROTECT YOUR BUSINESS’S FINANCES
Protect against check and electronic fraud.
- Verify checks and return fraudulent checks before they post to your account with Positive Pay with Payee Review
- Protect accounts from unauthorized ACH transactions with ACH Fraud Prevention Services
Secure your side of the transaction.
- Use a dedicated computer for online banking that's not used for any other purpose
- Update antivirus software and operating systems on all devices
- Don’t log in to online banking using public Wi-Fi hotspots
- Always log out of online banking when you have completed your transactions
Stay alert for suspicious activity.
- Monitor accounts frequently and reconcile them daily, if possible
- If you suspect fraud, contact your banker immediately or call us 24/7 at (800) 513-7678
Understand the potential for fraud.
- Do not use the same login ID and password across multiple systems
- Do not store or save login IDs and passwords on your browser, on a computer or on paper
- Do not share account information, login credentials, passwords or other sensitive data with anyone requesting it by phone or email. Frost will never call or email you or your employees to request this information
- Do not open suspicious email attachments that you have not requested or click on any links in emails you receive from unknown sources
- Do not visit websites you think may be suspicious
Take advantage of Frost’s security tools for your business.
- Sign up for Positive Pay with Payee Review and ACH Fraud Prevention
- Sign up for Debit Card Alerts to help protect against unauthorized transactions
- Monitor transactions with Cash Manager, Frost Online Banking and the Frost App
- Use Cash Manager's two-factor authentication process for an added layer of security. Two-factor authentication requires users to submit a unique code from a physical token at each login.
Watch for signs your system may be compromised.
- Inability to log in to online banking
- Unusual timing of transactions
- Changes in web pages or appearance of graphics, text or icons
- Unusual pop-up messages, such as “try back later”
- Dramatic loss of computer speed, or unexpected restarting of computer
- Unexpected request for a one-time password or token during an online session
For more ways to safeguard your business, download our security checklist.
HOW FROST HELPS PROTECT YOU AND YOUR BUSINESS
Protecting your accounts and personal information is - and will always be - a priority. We have processes and technology in place to help monitor and detect unauthorized activity on your Frost accounts so that we can help protect you. We continually work to optimize and strengthen those systems.
- Debit Card Alerts - Receive real-time, custom alerts sent straight to your phone to help stop fraud in its tracks. See how Debit Card Alerts work
- Freeze Your Card - If your debit card is lost or stolen, you can freeze it from our app or online banking to help prevent unwanted purchases. And, if you find it, you can unfreeze it
- Business Tools – Protect your business accounts with Positive Pay with Payee Review and ACH Fraud Prevention Services
- Cash Manager - Use Cash Manager's two-factor authentication process for an added layer of security. Two-factor authentication requires users to submit a unique code from a physical token at each login.
Information Security Program
- Frost’s Information Security Program uses a variety of safeguards to protect the confidentiality, integrity and availability of information. The system uses a formal set of industry standards to protect data, and the Frost Information Security program’s Information Security Standards are reviewed, updated and re-approved annually.
- Frost has an Enterprise Information Security (EIS) department, which has day-to-day responsibility for the Information Security Program. The EIS department consists of security professionals who work with Frost’s Information Technology, Internal Audit, and Line-of-Business departments to implement the program
- Frost routinely works with contracted security professionals to test our network infrastructure. These professionals will continue to apply specialized information security skills and other resources as necessary.