Our Security Promise

Service 1 Federal Credit Union will never ask for any personal credit card or financial information via email. We do not share our internal email lists with anyone and have security in place to ensure that our internal databases are not being accessed. View our Privacy Policy.


Lost or Stolen Wallet

After you determine that the wallet is definitely gone and not just hiding in a couch cushion, there are some steps you must take quickly:

  1. File a police report to establish a record of your loss. They’ll need to know when it was lost or stolen, what you think happened and what was in the wallet.
  2. Call your nearest branch. You may need to close and reopen your accounts, and likely need to cancel your debit, credit, and ATM cards.
  3. If your checkbook is missing, you’ll need to close that account and reconfigure any direct deposits and auto-payments you’ve arranged.
  4. Call your credit card issuers. They will cancel your cards and issue new ones. They’ll also ask you about recent transactions. Under federal credit rules, if you report the loss before your card is used fraudulently, you are not liable; if not, your liability is limited to $50.
  5. Call the three major credit reporting bureaus and ask to put a fraud alert on your file to prevent identity theft in the future. The initial fraud alert is activated for 90 days. You also can request an extended fraud alert, which remains in effect for seven years.

Equifax: 800-525-6285 or www.equifax.com

Experian: 888-397-3742 or www.experian.com

TransUnion: 800-680-7289 or www.transunion.com

  1. If your Social Security card was in your wallet (we recommend you not keep it in your wallet), you will need to call your local Social Security Administration office. 
  2. Order your credit report from each of the three credit reporting bureaus to make sure there’s nothing fraudulent being reported. You are entitled to one free report from each of the three bureaus every 12 months through www.annualcreditreport.com — the official site created under the auspices of the Federal Trade Commission. Also, be sure to regularly review your Service1 FCU statement, plus any other bank and credit card statements.

Kasasa Protect®

  • Comprehensive identity protection and restoration solution
  • Employs around-the-clock monitoring for fraudulent activity
  • Immediately alerts you to any suspicious activity
  • Quick, hands-on process of restoring your information should fraud occur
  • Full suite of offerings, including:
    • 24/7 credit monitoring
    • Annual credit reports
    • Monthly credit score and tracker
    • Dark web monitoring
    • Lost wallet protection
    • Identity restoration
  • Coverage from every angle provides peace of mind
  • Funds directly deducted from your checking every month — no credit card needed!
  • Pricing for all checking account holders — $5.99 per month
  • Pricing for joint account holders — $3.99 per month
  • Not locked into a contract; no time commitment necessary

Activate Kasasa Protect in minutes.

Upon enrollment, Kasasa Protect starts working immediately. However, be sure to log in and verify your identity so that you can get the most value out of this service. Just check your email for your activation link or visit secure.kasasaprotect.com.

Elder Abuse

Financial abuse occurs when a person (or entity) mishandles the assets—financial or property—of elder or dependent adults for personal gain. Senior citizens—those aged 65 and up, and a growing facet of the U.S. population—are falling prey to financial crimes at an ever-increasing rate. The Consumer Financial Protection Bureau estimates that losses from elder financial abuse are in the billions of dollars each year.

Most commonly, a financial abuser is someone familiar to the victim, possibly a family member or friend, who’s in a position of trust. Victims can have a false sense of security because of their established relationship, making it easier for the perpetrator to get away with stealing.

Financial abuse is a crime. If you or a family member suspect that you’re a victim of financial abuse, you’re encouraged to report it. Service 1 FCU commits to doing our part to assist in stopping financial abuse, and offers the following helpful resources:

National Center on Elder Abuse | (855) 500-ELDR (3537)

AARP: Scams and Frauds | (888) OUR-AARP (687-2277)

Federal Trade Commission | 1-877-FTC-HELP (382-4357)

Consumer Financial Protection Bureau | (855) 411-2372

Michigan Adult Protective Services | (855) 444-3911

Michigan Dept. of Health & Human Services (report abuse and neglect) | (855) 444-3911

Michigan Attorney General | (517) 335-7622

Missouri Attorney General | (573) 751-3321

Alabama Attorney General | (800) 626-7676

Medicare | (877) 808-2468 or 800-MEDICARE (633-4227)

Current Scams

We've identified scams that are currently targeting large groups of people in a public arena. Beware and take steps to safeguard your information at all times! If you suspect suspicious activity or notice unauthorized account activity, please contact us immediately at (800) 879.9697.


Service 1 FCU and other West Michigan area financial institutions have received reports of members receiving unsolicited calls from scammers posing as a fraud prevention center. The calls are NOT originating from Service 1 FCU.

Fraudulent call details:

  • Caller ID displays as (866) 301-3662; this is NOT a legitimate Service 1 FCU phone number
  • An automated female voice, known as a robocall, states the call is originating from "your credit union bank," which is not a specific institution name (another giveaway is the incorrect phrase "credit union bank")
  • The message states that the call is to verify a declined purchase on your card for $320.99 at Carpet Plus, noting that your card is blocked (this is fraudulent information)
  • The caller urges you to call the malicious number for your protection and to un-block your card
  • Once a callback is made to (866) 301-3662, the "agent" requests your card's entire 16-digit number for verification; THIS IS A SCAM - you will never be asked for your card number from a legitimate financial institution like Service 1 FCU

Should you be the target of such a scam, do not provide any information and immediately hang up. You may report the call to Service 1 Federal Credit Union at (800) 879.9697. 

For more information about how to stay safe from vishing calls, please visit our blog


Service 1 FCU has received reports of members receiving suspicious texts from phone numbers impersonating our Fraud Department. The scam works like this:

  • Text is received from a seemingly toll-free number; The fake name, "Service 1 FCU Fraud Dept," looks very similar to legitimate credit union or bank names.
  • The sender has a fake name, "Service 1 FCU Fraud Dept," that looks very similar to the legitimate "Service 1 FCU Fraud Ctr," but don't be fooled
  • The message alerts the recipient that there may be a fraudulent charge using their credit or debit card and is asked to reply to the message to confirm (there’s no malicious charge…it’s a scam)
  • Recipient responds “No” to the text and is immediately called by an automated number that requests a verification code texted to their phone
  • The code that’s texted is an OTP—a one-time password—that allows the criminal to gain access to the victim’s mobile wallet when texted back, keyed in while on the automated call, or read back
  • Cards loaded in the mobile wallet are compromised and the theft can begin by the bad actors

While we utilize texts to communicate potential fraud attempts for opted-in members, and also employ an automated system to call members, there are some key safety features to look for in a valid Service 1 FCU Fraud Department text message and call:

  • Originate from “Service 1 FCU Fraud Ctr” (other names are bogus) and come from a short code number, 86975, not an 800-number
  • Include a case number
  • Include the last four digits of the member card number associated with the transaction in question
  • Will never include a verification code of any kind, for any reason, to be read back or typed into the automated phone system
  • Offer responses “YES” or “NO” for the member; a “HELP” response is not offered
  • Include an “Opt Out” option by replying “STOP”

Consumers and members can stay safe by using caution and remembering the following tips:

Slow down — think before you act: Acting too quickly when you receive phishing text messages can result in unintentionally giving scammers access to your bank account — and your money. Scammers want you to feel confused and rushed, which is always a red flag. Legitimate credit unions like Service 1 FCU and banks will never threaten you into responding or use high-pressure tactics.

Don’t click links: Never click on a link sent via text message — especially if it asks you to sign in to your account. Scammers often use this technique to steal your username and password. When in doubt, visit your institution’s website by typing the URL directly into your browser or log in to the mobile app.

Never provide personal information: Service 1 FCU will never ask for your PIN, password, or one-time login code in a text message (or via phone). If you receive a text message asking for personal information, it’s a scam.

Delete the message: Don’t risk accidentally replying to or saving a fraudulent text message on your phone. If you’re reporting the message to law enforcement or the Federal Trade Commission (FTC), take a screenshot to share, then delete it.

These tips are courtesy of “Banks Never Ask That.” Don’t fall for fake. Keep your money safe by learning the red flags of fraud by visiting their site at banksneveraskthat.com. For additional questions about fraud, scams or protecting your Service 1 FCU account(s), please call our Contact Center at (800) 879.9697.


Beware of a “get paid to drive” scam racing across America: wrapping your vehicle in advertising.

Con artists are targeting drivers of all ages—there are millions of potential victims with over 231,000,000 licensed drivers, or nearly 70% of the U.S. population—and taking advantage of post-pandemic conditions as many underemployed and out-of-work Americans look for quick ways to make ends meet.

The bad guys try to steer a victim wrong by mailing a bogus check with directions to deposit it and keep a small portion of it, then instruct the person to send most of it back under the guise that the funds will pay for a professional to wrap it. If successful, the scammer pockets the returned money and never arranges for the work to be done, leaving the consumer stranded without the cash. A different version of the scam is operating online, too.

Service 1 FCU member service representatives are trained to spot this type of fraud, but members are encouraged to be vigilant about questioning any such offer received out of the blue from an unknown source. For the full article about car wrap scams and ways to protect yourself, visit our blog.

If you’ve been a victim of car-wrap fraud or suspect a scam affecting you or a loved one, report it to the Federal Trade Commission’s Complaint Assistant: https://reportfraud.ftc.gov/#/. Seniors can utilize the AARP Fraud Helpline. https://www.aarp.org/money/scams-fraud/helpline/. Reach out to Service 1 FCU with assistance.


Deepfakes—or intentionally distorted videos, images, and audio recordings—are being created by fraudsters to make fake information that impersonates someone else with the intention of exploiting an individual’s reputation, obtaining information, and even for financial fraud.

If you’ve seen recent satirical spoofs that put new words in a politician’s mouth, insert your favorite stars in unflattering or unnatural situations, or make a baby dance like a pro, then you’ve seen deepfakes. Though not all deepfakes are malicious, including those that bring life to art in galleries and museums or improve dubbing in foreign-language films, scammers are using new artificial intelligence technology to digitally enhance voice and video recordings for unscrupulous purposes. Even amateurs can successfully mimic a person or situation using unsophisticated technology like the mobile phone app Zao (lets users add their faces to a list of TV and movie characters) or recorded WhatsApp voice messages.

How can you spot deepfakes and help protect yourself?

  • Be wary of anyone contacting you—by phone or video—claiming to be a family member or financial institution and making requests for unexpected financial transactions such as transferring money or purchasing gift cards or money orders on their behalf.
  • Watch for poor quality in the fine details of video or audio: Things such as strange lighting effects, badly rendered details, flickering around objects like faces and inconsistent sound are detectable giveaways.
  • Mischief-makers are becoming more brazen and convincing with the help of AI technology. If you suspect you may be dealing with a scam artist, disconnect and contact the party at a number known to be valid.

For more information about deepfakes, check out a related article from The Guardian.


Using a person-to-person (P2P) payment service through a mobile app could leave you vulnerable to would-be thieves. Zelle, a mobile payment applicationfacilitates money transfers without handling cash or visiting a bank or credit union. Money moves directly from one bank account to another and eliminates the need for account numbers to initiate transactions as with other services such as Venmo or PopMoney (a secure service available at Service 1 FCU).

The service is integrated within mobile banking apps of participating institutions (typically major U.S. banks) allowing consumers who already have their bank's mobile app to start using Zelle right away with simple registration. Sending money is easy since a user needs only the email or phone number of the recipient, who then receives a notification—along with a link—from Zelle that there’s a payment waiting. 

Unfortunately, fraudsters have targeted credit union members by using a sophisticated scam to defeat two-step authentication (also referred to as out-of-brand authentication) that uses one-time passcodes. In a new twist to this scam, fraudsters are defeating the authentication with transaction details, which Zelle introduced to help curb the fraud. Keep reading for details about how the scam works and ways you can protect yourself against the thieves:

  • Fraudsters send text alerts to members that appear to come from the credit union or bank and warn members of supposed suspicious debit card transactions
  • The bad guys call the people who respond to the text by spoofing the credit union’s phone number, claiming to be from the institution’s fraud department
  • The member is asked for their online banking information under the rouse of identification verification, when in reality the scammer is attempting to initiate a transaction—such as the “forgot password” feature—to ultimately obtain a passcode that will allow them to gain access to the member account
  • Once a fraudster logs into a member account, the online banking password can be changed and Zelle can be used to transfer funds to others
  • Zelle is being used in this type of fraud because funds transfers can be made in minutes rather than hours or days through other P2P services
  • A new twist to the scam is that a member is kept on the phone after providing personal information and is alerted that they’ll receive a text about a Zelle transfer that needs to be authorized to reverse the supposed fraudulent transactions, but in reality the fraudster actually enters a Zelle transfer that triggers a text, such as the one below, to authorize the transaction (and steal money):
    • Send $200 Zelle payment to John Doe? Reply YES to send, NO to cancel. ABC Credit Union . STOP to end all messages.

How can you help protect yourself? Here are some tips:

  • Be wary of unexpected texts or calls regarding P2P funds transfers that appear to come from Service 1 FCU; you can call us at (800) 879.9697 to verify that a Service 1 FCU representative has sent you a message or called you 
  • Never provide personal information in response to a text or phone call that you did not initiate
  • Remember that Service 1 FCU will never ask for your account credentials or personal information like account numbers, usernames, passwords, PINs, etc.
  • Should you need to contact Service 1 FCU to verify a text message or phone call, we may ask out-of-wallet authentication questions that a fraudster wouldn’t know the answer to, such as “Where did you last use your last debit card?” or “What is the model of the vehicle listed on your auto loan?”—this is particularly true when there’s a request to change contact information such as mobile phone numbers and email addresses
  • If you suspect you're a victim of a Zelle or other mobile payment scam affecting your Service 1 FCU account, contact us toll-free at (800) 879.9697 as soon as possible
  • Consider enrolling in an identity theft protection program, such as Kasasa Protect offered by Service 1 FCU, that helps monitor your accounts and offers restoration services


One of our most vulnerable populations—seniors—continues to be the target of fraud, the preyed upon being Medicare recipients.

A bad actor “spoofs” a Medicare phone number to call potential victims and asks for verification of personal data to make it appear that the call is legitimate. The caller has already obtained the target’s name, address, phone number and date of birth, in most cases. Once identity and some general health information is established to make the senior feel comfortable sharing sensitive information, the caller asks for a Medicare card number or a “red, white and blue card” number. This is information that Medicare would NEVER request since it’s already on file; it’s the hallmark of a scam phone call. DON’T FALL FOR IT.

Tips to help protect yourself or a senior loved one:

  • Remember that Medicare—and other legitimate companies—will never contact anyone and request a Medicare number or other personal information.
  • When in doubt, ask to call the person back at their direct number. A fraudster will usually hang up because they’re unlikely to convince someone who’s skeptical, and call is no longer worth the time.
  • A legitimate entity will always respect a customer's desire for privacy and security. If the caller is persistent and pushy, the senior should hang up and call Medicare at 1-800-MEDICARE (800-633-4227) to report the fraud.

Another scam to be aware is a twist on the gift card scam. When the imposter scammer calls pretending to be a relative in need of money (like a grandchild in jail) or a "government agency" needing a fee, instead of asking for a gift card purchase the caller asks for cash and says they'll send a "courier" to get the money. If this happens, the potential victim should call 911 to report the scam/attempted theft.

This information is provided by partner organization SafeSeniors. For more information about the Medicare card scam, visit the SafeSeniors website. A list of current scams targeting senior populations can also be found on their scam alerts page.

Reporting Concerns

Seniors are also often targeted by a family member or friend to bilk them of money in cases of elder abuse. For more information about how to spot and report elder abuse and exploitation, see above content.


Most of us are aware that we shouldn’t answer calls from unknown numbers. But what about those that appear on caller ID from familiar numbers, such as local organizations or financial institutions? Criminals are becoming more sophisticated in implementing the latest technology to impersonate—or “spoof”—phone numbers of legitimate businesses to disguise their identity and ultimately gain access to personal information for fraudulent purposes.

You may not be able to tell right away if an incoming call is spoofed, but caution is always recommended. Here are some guidelines to help keep the scammers from getting your information:

  • If you get a call from someone who claims to represent Service 1 FCU, another company you do business with, or a government agency, you can hang up and call the phone number on your account statement, in the phone book, or on the company's or government agency's website to verify the authenticity of the request. Businesses with which you hold accounts don’t need to call and “verify” your information since they already have it on file. Service 1 FCU will never contact you via an unsolicited call or email asking for your personal information such as account number, Social Security Number or other identifying information.
  • Never give out personal information such as account numbers, Social Security numbers, mother's maiden names, passwords or other identifying information in response to unexpected calls or if you are at all suspicious.
  • Use caution if you are being pressured or threatened for information. Legitimate businesses will not resort to scare tactics.
  • If you answer a call and the caller—or a recording known as a robocall—asks you to hit a button to stop getting the calls or respond with a “yes” or “no” answer, just hang up. Scammers often use these tricks to identify potential targets and to record your voice agreeing to something that can potentially be used as permission for unauthorized activity (usually something that bilks you out of money).
  • Don't answer calls from unknown numbers. An individual or legitimate business that needs to reach you will leave a voicemail message.

Visit the FCC website for more information about spoofing. If you think you've been the victim of a spoofing scam, you can file a complaint with the FCC. If you have questions, call your local Service 1 FCU branch or our toll-free line at (800) 879.9697.


We've received several reports of members/consumers being contacted by someone posing as Mastercard falsely notifying them that their card has been locked. The caller will request the cardholder's 16-digit credit card number to "verify" the account to be unlocked. Please be aware that THIS IS A SCAM. Mastercard and Service 1 FCU will NEVER contact you and ask for your card number (this is information Mastercard will already have on file). The call may be automated (robocall), directing the recipient to enter their card number or select a number to reach a "fraud or security department."

Please DO NOT give out any personal information to a caller for an inquiry that you did not initiate, no matter how legitimate or professional the caller seems. If you receive such a call, ask to have a callback number from the caller, then hang up and report the incident. You can also contact your credit card company by calling the number on the back of the card. If you suspect fraudulent activity, you can lock your card(s) immediately within the Service 1 FCU mobile app under "More," then "Manage My Cards."

Apple App store Google play store

Click here for more information about how to recognize and avoid a credit card telephone scam.


Thieves place a small, nearly undectable, electronic device on card readers at public ATMs, gas pumps, and even self-checkout registers at retail stores, that secretly records-or "skims"-the data stored on the magnetic stripe. Tiny hidden cameras then record users entering PIN codes, which gives thieves everything they need to make counterfeit cards using the stolen information (or use it to go on an online shopping spree).

Read a recent news story explaining how to spot a credit card skimmer on a gas pump and avoid theft. Another recent case of skimming at a grocery store self-checkout is also in the news.

How to Identify Fraud, Scams and Cyber Crime

Fraudulent activity can strike in the form of identity theft, credit card fraud, phishing, pharming, skimming, check fraud, sweetheart and lottery scams and more. Thieves may acquire records containing your personal information and/or account information from intercepted or discarded financial statements, payroll stubs, or other records sent to you or from third parties with whom you interact in your normal course of business where such information is disclosed. Be aware that savvy criminals can steal your information online, too. To combat cyber fraud, you should choose secure passwords and change them regularly, always sign out of your on line accounts when finished with a site, check for the word "Secure" and a small padlock icon before the URL, as well as an "s" in the web address {https://).

Some types of fraud to watch out for:

  • Identity Theft occurs when someone uses your name and personal information to assume your identity to either open new credit card accounts, mobile phone contracts, bank or credit union accounts and more. While identity theft may begin with the loss or theft of a wallet or purse, there are a number of other ways that identity thieves can obtain your personal information.
  • Credit Card Fraud has risen sharply in recent years. When a credit card is lost or stolen, owners are more likely to be victims of unauthorized use. But beware: card fraud is driven primarily by compromise of credit card account data during their normal course of usage, either in large-scale data breaches at larger retailers or simply "skimming" the data when the card is used in an establishment.
  • Phishing occurs when someone tricks you into divulging personal, financial or account information. Posing as well-known companies, thieves will send out e-mails asking you to reply, or direct you to a fraudulent web page that asks you to provide personal information, such as your credit card number, Social Security number or account password.
  • Phone Phishing (also called "Vishing") is another way thieves try to collect sensitive information from you. In this type of fraud, they will either contact you by telephone or send you a fake e-mail and ask you to respond by telephone.
  • Skimming allows criminals to obtain your information at a public ATM, gas pump, grocery store or other self-service payment terminals located in places such as grocery stores by collecting your account information from the magnetic strip on the back of the card and recording users entering their PINs.
  • Sweetheart, Lottery and Hardship Scams take advantage of vulnerable individuals by developing a "trusted" relationship with the victim over a period of time. Eventually the fraudster asks for personal information or money, typically convincing the victim to send him or her significant sums in return for a relationship, a visit, a higher payback, etc. Lottery scams dupe victims into wiring funds to cover supposed taxes and processing fees after they've been told they're a contest winner.

Be on the lookout for these types of situations that compromise your personal information and financial security. Remember that Service 1 FCU will NEVER ask for personal or account information-or ask you to CONFIRM it-via email or text message.

How to Protect Yourself

There are many steps you can take to protect yourself. Though each type of fraud or scam is unique, there are things you can do that will help keep you safe that are commonly useful to in preventing most types of fraud. These are just a few suggestions:

  • Monitor your account activity on a regular basis. You're much more likely to identify suspicious activity quickly and stop thieves from stealing from you.
  • When paying electronically at the gas pump or store-or using an ATM-make sure to shield the keypad with your free hand when you enter your PIN, even if no one is around. Scammers capture your keystrokes using tiny cameras, so covering the keypad can interfere with a thief trying to obtain this information.
  • Check public machines and terminals for removable parts in the card slot and above the keypad. If any piece of the machine wiggles or moves, there could be a skimmer attached.
  • Be aware of your surroundings. While this is sound advice all of the time, it can be particularly useful to identify a compromised machine in a public place. Look for anything loose, hanging wires, broken or extra pieces, etc.
  • Beware of online scams that appeal to your emotions. Criminals can and will represent themselves as something they're not in order to gain your trust. Once you feel something for them-sympathy, romance, guilt, danger/concern and more-they'll convince you to "help" them by providing access to your money. These thieves are very difficult to catch and you'll likely lose your money, and potentially your identity.
  • Avoid clicking on links in an email or text message that ask you to enter your personal information. The messages often appear very authentic and look nearly exactly like messages received from reputable companies. Remember that Service 1 FCU will NEVER ask for personal or account infomation--or ask you to confirm it-via email. If you have concerns about an account, you're encouraged to open a new browser window to visit the company's verified website and access your account.
  • If it's too good to be true, it probably is. Receiving a substantial check in the mail from an unknown sender, finding the deal of a lifetime on a public classifieds site (such as Craigslist), finding the "love of your life" online without ever having met-these are all situations that are tempting, but don't happen often in real life. Using caution and discernment to determine if it's "too good to be true" could be the difference between becoming a victim and keeping your information intact and safe (and your money in your Service 1 FCU account!).


Contact Us

If you suspect fraudulent activity or feel you've been the victim of a scam, you should contact your local law enforcement office and the Federal Trade Commission, a U.S. government regulatory agency. You'll also need to contact you financial institution by calling the number on the back of your debit or credit card. Questionable activity concerning your Service 1 FCU account should be reported by calling (800) 879.9697.

To learn how Service 1 FCU protects your privacy, download our Privacy Policy.