Fraud Prevention

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.

You noticed a suspicious transaction on your account.
  • Call us immediately at (800) 513-7678 or visit your nearest Frost financial center.
  • Freeze an impacted debit card through the Frost App or Frost Online Banking.
You received a suspicious phone call, text or email.
  • If you have received a call that you are unsure of, hang up and call the provider back at their publicly listed phone number.
  • Know that most providers you do business with, including Frost, will never reach out to you to ask for your account access credentials such as banking account information, passwords, username, security questions, debit card number, six-digit PIN, passcode delivered via text or your Social Security number. Do not share this information with anyone.
  • Look for typos and grammatical errors in a text or email, and do not click on any links included in the message.
  • If you inadvertently gave out your personal information, contact us immediately at (800) 513-7678.
  • If you receive an email claiming to be from Frost that looks suspicious, please forward it to webhelp@frostbank.com or give us a call at (877) 714-4932.
Your debit card was lost or stolen.
  • If your debit card was lost or stolen, call us at (800) 513-7678.
  • Temporarily freeze your debit card within the Frost App by going to the “Cards” tab or in Frost Online Banking under the “Account Services” tab.
  • If you are signed up to use Frost Online Banking, you can report your card lost or stolen by visiting frostbank.com, logging in to Frost Online Banking, clicking “Account Services” and selecting “Report a lost or stolen card” under “Card Management.”
Your computer was compromised.

Take these steps immediately:

  • Discontinue use of the affected device for banking transactions or processes that require credentials.
  • Backup the data on your compromised device to an external drive or the cloud.
  • Use a respected antivirus vendor program to clean your computer system for malware or trojans.
  • Consider having an IT professional scan for and confirm that malware is removed.
  • Review your sent folder for emails forwarded to unknown email addresses.
  • After the computer has been cleaned of malware or trojans:
    • Change your impacted credentials and passwords.
    • Create a plan to change passwords regularly.
    • Refrain from clicking links in spam emails—even those sent by someone you know. Emails with typos and grammatical errors are a red flag.
    • Ensure that you are using the most recent version of an antivirus software.
    Your identity was stolen.

    You may be a victim of identity theft if you:

    • Receive credit cards you did not apply for
    • Receive bills or collection letters from companies you have never heard of, or for accounts you do not recognize
    • Receive rejection letters for loans you did not apply for
    • Get calls from debt collectors or businesses about merchandise or services you did not purchase

    If you are the victim of identity theft, we strongly encourage you to take these steps:

    • Report identity theft to Frost by calling us at (800) 513-7678, or by visiting your nearest Frost financial center.
    • Contact the three major credit bureaus to place a fraud alert on your credit report:
    • Contact creditors for any accounts that have been affected and close them immediately.
    • File an Identity Theft Report with the FTC at identitytheft.gov or call (877) 438-4338.
HOW TO PROTECT YOURSELF AND YOUR BUSINESS
Ways to keep your information safe.
  • Be aware of scams that request personal information through calls, direct mail, emails or texts.
  • Know that most providers you do business with, including Frost, will never reach out to you to ask for your account access credentials such as, such as banking account information, passwords, username, security questions, debit card number, six-digit PIN, passcode delivered via text or your Social Security number. Do not share this information with anyone.
  • Do not click links in spam emails--- even those sent by someone you know. Emails with typos and grammatical errors are a red flag.
  • Never store personal or financial information, including passwords, on your device or on paper.
  • Do not use the same login ID and password across multiple systems.
Monitor your accounts.
  • Carefully and regularly check your statements and reconcile your accounts daily for unexpected activity.
  • Contact us immediately if you notice any unusual activity on your account.
  • Periodically check your credit report at annualcreditreport.com to make sure all of your personal information is accurate.
  • Sign up for customizable Debit Card Alerts, so you can quickly detect and help stop fraudulent use of your Frost Debit Card.
    • Frost may occasionally send you a fraud text and/or email alert asking you to confirm whether you recognize a particular debit card transaction. It's important that you respond to these fraud alerts.
Take advantage of Frost tools that can help you stay safe.
  • Sign up for Frost Debit Card Alerts for protection against unauthorized transactions.
  • Use the Frost App to monitor the transactions on your accounts.
  • Enable fingerprint or facial recognition login for even more secure mobile banking.
  • Sign up for Online Statement Delivery to stop receiving paper statements by mail to help limit potential for theft.
  • Sign up for account email alerts to monitor account activity.
Protect your Frost Debit Card.
  • Keep your PIN a secret. Do not write your PIN on your card, its carrier or other papers in your wallet.
  • Frost will never call, text or email you to ask for your PIN. Do not share your PIN with anyone.
  • Freeze a lost debit card and unfreeze when you find it.
  • Place travel notices on your debit card when traveling out of the U.S.
  • Only shop online at trusted websites.
  • Remember, chip and contactless transactions are the most secure ways to use your debit card.
Keep your devices secure.
  • Keep your device’s operating system, software and apps up to date.
  • Set up a password for your device and lock it when not in use.
  • Fully log out of online banking when you have completed transactions.
  • Ensure that you are using the most recent version of antivirus software.
  • Do not log in to online banking using Wi-Fi hotspots; these connections typically do not have adequate security to keep your information safe.
  • Do not install or run any app or program on your device unless it is from a trusted source.
  • If you use the Frost App and lose your device, you can disable the app in Frost Online Banking.
Protect yourself from common scams.
  • Never give out your online banking credentials to a third party who wants to make a deposit into your account, for an online loan or for any other reason.
  • Be cautious of communications from unsolicited sources including by phone, text, email or though social media.
  • Stay alert of “spoofed phone calls.” Fraudsters are “spoofing” or falsifying their phone number to display as a reputable company to consumers with the goal of getting them to give out account access credentials, sending money to fake organizations or infecting their mobile or desktop devices with a virus.
  • Federal government agencies, including the IRS, will never text or call you to ask for money.

HOW TO PROTECT YOUR BUSINESS’S FINANCES

Protect against check and electronic fraud.
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.

Security Tools
  • Debit Card Alerts - You’re automatically enrolled to receive fraud alerts, so we may notify you by an email, text or a phone call if we notice any suspicious activity. Additionally, you can sign up for customizable alerts based on your purchasing patterns that are sent straight to your phone. 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
  • Frost Connect - Use Frost Connect’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.