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We take our obligation to
protect your online security seriously. This is why we are now adding an
extra layer of security working 24/7 to protect your account. Next month
MetNet-24 will include a few brief steps to increase security. Later if we
detect an unusual request involving your account, you will be asked to
answer a few challenge questions, or you may receive an automated phone
call to verify your identity.
Why is my online banking
experience changing?
In order to make your online banking experience as secure as possible we
are introducing a new security feature. Most of the time your online
banking experience will be the same as it was before, only now you will
have an extra layer of security working behind-the-scenes to protect
you. The new security may – very infrequently – prompt you to verify your
identity before continuing. This means you can now bank online with a
renewed sense of confidence.
What is this new security
system?
As a member we know how you typically behave, when and from where you
access internet banking. If we detect any activity that does not seem like
your typical behavior, we will prompt you to further verify your
identity—so that we can ensure it is you and not someone else trying to
access your information. This will only happen on rare occasions. Normally
you will not be
asked for any additional information. For example, if someone tries to
sign in with your user name and password from a computer in a foreign
country shortly after you have logged off from your normal computer at
home, we may decide to verify that it is really you trying to access your
account.
How do I sign up for the new
security system?
Expect to be prompted at some point while banking online to enter
additional information. This may include choosing several security
questions that only you know the answers to, as well as supplying phone
numbers where you can be reached while banking online. Once this occurs
you have added a layer of protection to your internet banking access!
How much will it cost?
There is absolutely no cost associated with the new security system.
When will I be asked for more information?
You will only be prompted to enter additional information when your sign
on activity appears to be unusual or uncharacteristic of your typical
behavior. You will also be prompted to enter your information when you are
first prompted to set up your security information.
What additional information will I be
asked?
If any unusual or uncharacteristic behavior is detected you will be asked
to answer several of the security questions you chose. You may also be
asked to answer an automated phone call.
What is unusual or uncharacteristic
behavior?
Uncharacteristic or unusual behavior is anything that appears
out-of-the-ordinary compared to how you normally would bank online and
where you normally bank online. If the action being requested does not
appear to be something you would normally do, we will ask you for more
information to make sure it is really you and not an unauthorized user.
Will I be asked for more information all
the time now?
No, you will only be asked for more information when unusual or
uncharacteristic behavior is detected. This will most likely be a very
rare occurrence.
How are you able to detect unusual or
uncharacteristic behavior?
The security system takes into account factors such as the computers you
typically use to access your account, or the typical security settings for
your computer. Hundreds of factors, such as these, create a profile that
is unique to you that allows us to make decisions about whether the person
conducting a given activity appears to be really you.
How do I know it is working?
You only need to complete the set-up process once; afterwards the new
security system will work automatically. That means you are being
protected every moment — when you are online and more importantly when you
are not.
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How will my phone numbers be used?
If any unusual or uncharacteristic behavior is detected you may be asked
to answer an automated phone call. Once you answer the phone call you will
be prompted to enter the code that will appear on your computer screen at
that time in order to verify your identity. Your phone numbers will not be
sold to a third party, nor will they be used to contact you about offers
and promotions.
How many phone numbers should I provide?
You must provide at least one phone number but are encouraged to provide
up to three. In case we need to verify your identity, you may receive an
automated phone call at one of the numbers you have provided. It is
important to provide numbers where you can be reached when you are banking
online. For instance, if you bank online at work you should provide your
work or cell phone number so you can be reached there. This will ensure
you can continue your online banking session without any inconvenience.
What if I need to change my phone number?
If you need to change your phone number, please contact customer service.
You may also be occasionally asked to verify that your information is up
to date during your online banking session.
What if I can not be contacted at any of the phone numbers listed?
If you cannot be contacted at any of the phone numbers listed, please
contact customer service.
Is my personal information still safe?
Yes. In fact, your personal information is safer than ever before because
we are making sure it is really you and not an unauthorized user trying to
access your information.
I have already set up my contact numbers, why am I being asked for them
again?
Occasionally we may prompt you to make sure that the information we have
on file is up to date.
How will this help prevent online fraud?
If your user name and password are stolen, the fraudster would have to be
able to answer your security questions correctly or answer a call at one
of the numbers you provided before being able to access your information.
If the user is not able to provide this information or be reached on the
phone, the activity would be blocked. This added layer of security helps
us protect your information.
I check my account very often, wouldn’t I know if something unusual
showed up on my account?
It is great you check your account! It is always a good idea to regularly
monitor your account for any unusual activity (like payments you didn’t
make). This security service helps prevent those incidences from ever
occurring, so when you check your account everything is exactly how it
should be.
I share my computer with someone who has their own account. Can both of
us still log-in from this machine?
Yes, you can both use the same computer to log-in to your individual
accounts. There is no limit on how many people can log-in into the website
from the same computer.
I already have anti-virus and a personal firewall. Why do I need this?
We are glad to hear you use antivirus and a personal firewall. Be sure
that you keep both software programs up-to-date for the best possible
protection against viruses, Trojans, and hackers. This new security
feature protects against other kinds of threats such as a stolen user name
and password. It works with your other personal security programs, but it
does not
replace them.
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