Identity Theft Frequently Asked Questions

Learn about what all is included in our Identity Theft Protection recovery services.


Does my Financial Institution have any services to protect me?

As a consumer checking account holder, you are eligible for Fully Managed Identity Theft Recovery Services. Should you believe you are an actual victim of identity fraud or should you see any suspicious activity on your accounts, please contact your financial institution immediately to be submitted for recovery assistance.

If I am a victim of identity theft, how can recovery services help me?

Once you are submitted for assistance, a Recovery Advocate will contact you within one business day. The Recovery Advocate will be assigned to your case and will work with you until your case has been resolved. The Recovery Advocate will create a customized recovery plan and work on your behalf to restore your identity to pre-event status. Working under a Limited Power of Attorney (when needed), the Recovery Advocate is able to contact appropriate entities such as government agencies, retailers, credit agencies, and financial institutions and take the appropriate steps to remediate identity fraud and expunge fraudulent information from your records.

What does the Recovery Advocate do?

The Recovery Advocate works one-on-one with the consumer to assess the situation in order to develop an identity recovery plan. Then, the Recovery Advocate begins to work on the victim’s behalf to remediate the identity fraud under the authority of a Limited Power of Attorney. Once recovery is complete, the Recovery Advocate initiates 12 months of complimentary one-bureau credit monitoring as well as personally follows with you to answer any questions or to address any new identity fraud issues.

Is a signed Limited Power of Attorney required?

The Limited Power of Attorney (LPOA) is not mandatory and is not always required. The necessity of this document will be indicated by the particular identity fraud event. The LPOA authorizes the Recovery Advocate to work on behalf of the consumer to accomplish all tasks involved in restoring the victim’s identity to pre-event status. Law enforcement, credit bureaus and most creditors will not even speak with a Recovery Advocate unless the LPOA is in place, due to security and confidentiality issues. The LPOA only authorizes the Recovery Advocate to perform tasks necessary to remediate the identity fraud event. If the victim is unwilling to execute the LPOA, the Recovery Advocate will still assist the consumer, but the consumer may need to perform some of the tasks such as contacting agencies or creditors, writing letters, participating in 3-way phone calls, etc.

What makes these identity recovery services different from other programs?

A significant difference of this Service is that the victim does not have to perform the work him/herself. A professional, certified Recovery Advocate will work on the victim’s behalf to perform the recovery tasks and work to restore the victim’s name to pre-event status.

What types of identity fraud are covered?

The identity fraud event does not have to be related to the covered account. ALL types of identity theft — financial or non-financial — are covered. Financial coverage includes credit cards, debit cards and bank accounts. Examples of non-financial identity fraud include government documents or government benefits, utilities, employment, tax fraud, medical insurance fraud, and more.

Is there a time limit for the recovery process?

Each individual identity fraud case is different and the length of recovery may vary. The nature of the problem could vary the complete resolution from a few days to months. The assigned Recovery Advocate will work on the case until it is resolved to the victim’s satisfaction and there is no time limit on recovery.

Do I need to confirm I was a victim of identity theft in order to receive assistance?

Identity fraud does not need to be confirmed prior to requesting assistance. The Recovery Advocate will conduct the research to determine if identity fraud exists and will remediate the fraudulent acts. If not, the Recovery Advocate can take and advise on preventative actions.

Whom should I contact to utilize the recovery services?

Contact your local branch or call 877-436-9032, and we will verify your eligibility and submit you to our Recovery Care Center. Your case will be assigned to a Recovery Advocate who will contact you within one business day — but usually much quicker (within a few hours).


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