Security & Scams Frequently Asked Questions
Do you ever contact members via email or phone?
Yes. We send members email communications to provide explanations about our services and products so you may gain the most of being a member of Freedom First, as well as special promotion information, newsletters and other Credit Union news, and member alerts of scams or system downtime. There may also be instances where we contact you directly by phone, in which case we will ask you pre-determined security questions.
We will never contact a member by email or phone requesting you to provide us with your account information or other personal data. Never share your personal username, password, PIN, or account number in unsecured emails or other communications.
If ever you receive a questionable communication that appears to be from Freedom First, please follow-up with us in-person at a branch convenient to you, call our Contact Center at 540-389-0244 (toll free 866-389-0244), or send us an email at email@example.com.
How do I know if an email or text I received is truly from Freedom First?
Criminals can be very clever, spoofing an email or SMS text message that is very similar to something you receive from Freedom First. Take note of the types of content we may communicate via email and text, as well as note that we will never request you to confirm personal information via an email or text.
The Federal Trade Commission cautions people to be wary if they read content similar to the following examples:
- “We suspect an unauthorized transaction on your account. To ensure that your account is not compromised, please click the link below and confirm your identity.”
- "Your account has been restricted due to a suspicious charge of $1170.87. To resolve the issue click on this link."
- “During our regular verification of accounts, we couldn’t verify your information. Please click here to update and verify your information.”
- “Our records indicate that your account was overcharged. You must call us within 7 days to receive your refund.”
If there is ever a question that an email, text, or phone call you receive is actually from Freedom First, please call our Contact Center at 540-389-0244 (toll free 866-389-0244) or visit a branch convenient to you for assistance. If you use our Online Banking, you may click on the Message Center button in the upper right portion of the page to send us a secure message.
How do I know a link is legitimate?
Scammers are getting more and more sophisticated, so it's important that consumers protect themselves by being cautious. Always look at links carefully to make sure they are from Freedom First.
Freedom First and its affiliates use the following web domains:
Be cautious of any links that do not match this list of domains. Remember, when in doubt you can contact us securely to confirm any time by any of the methods below:
- Call our Contact Center at 540-389-0244 (local) or 866-389-0244 (toll-free)
- Visit your nearest branch location
- Contact us securely via your online banking or mobile app using the 'Messages' feature
- Submit a contact form via our website
I received an email about a survey. Is that a real email and should I respond?
It is always good to be cautious, so take notice who sent the email. We do participate with a third-party vendor, Member Loyalty Group, to survey our membership randomly after various transactions. We use your feedback to make improvements to our services and product offerings. The email will come from Member Loyalty Group (MLG) and the subject will be something to the effect of "Survey about your recent transaction/interaction."
May I request to not receive emails from Freedom First?
Yes. At the bottom of emails sent from Freedom First, you may click through to unsubscribe from future communications. You may also call our Contact Center at 540-389-0244 (toll free 866-389-0244) and request to be removed from email communications.
What should I do if I receive an email that is phishing for my personal information (in other words, a spoof email that is made to appear that it is from Freedom First)?
If you receive a suspicious email, do not click on any links in the email. You will also want to delete the email. You may report the suspicious email to Freedom First via emailing us at firstname.lastname@example.org. You may also report the suspicious email to the Federal Trade Commission by email at email@example.com.
What are other ways I may safeguard my personal information from online scams?
The following are recommendations by the Federal Trade Commission to avoid a potential phishing attack:
- Use trusted security software.
- Don’t email personal or financial information.
- Only provide personal or financial information through an organization’s website if you typed in the web address yourself and you see signals that the site is secure, like a URL that begins with https (the “s” stands for secure). The direct link for Freedom First is https://www.freedomfirst.com
- Review credit card and bank account statements as soon as you receive them to check for unauthorized charges.
- Be cautious about opening attachments and downloading files from emails, regardless of who sent them.
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