Approved Methods of Contact

Approved SSB Methods of Contact

Websites

Main website: https://www.sherwood.bank/ 

Text from SSB

Debit Card Texts / Online Banking Texts

• You may receive texts from SSB regarding debit card charge verification or other online banking activities.
• See SMiShing info below. See sample texts below.
  • You have to opt-in for the texts.
• For support, call The Sherwood State Bank @ 800-899-9531 or 419-899-2111 or after hours 844-620-5301.

Debit Card / Online Banking Sample Texts and Actions

E-statement Texts

• If you choose to, you will receive texts from online banking informing you that your statement is ready.
• The text identifier number will vary.

E-statement Text Sample

Push Notifications

Mobile Banking

You can set up Debit Card and Online Banking Alerts through the mobile app, which is downloadable through Google Play Store or Apple. See App detail below. Android and iTunes download info.

Samples

Automated Calls – Through Fiserv for debit card fraud monitoring

SSB will never ask you to enter or give account information to an automated phone system outside of telephone banking.

You should always be suspicious of request for personal banking information.

COCC the bank's processor (they identify as Sherwood State Bank) may call customers back that have initiated a support situation. Online banking, bill pay, mobile pay only.

Fiserv Advance Contact Center

For assistance with your debit card call 855-741-0510 for 24x7 support.  This includes:

                                           Lost/Stolen Cards
                                           Manual Activation Assistance
                                           Enfact Fraud Support
                                           Digital Wallet Tokenization Support
                                           Pin Mailer Reissue
                                           Travel Alerts
                                           Pin Issues

Debit Card Calls

• SSB does automated calling related to debit card transactions which originate from Fiserv.
• The calls originate from 833-735-1891 and are from live operators.
• What are those calls like?

Fiserv Customer Call Script (from representative's perspective)

Contact is initiated to cardholder by a live representative. The representative will ask them questions for any suspicious transactions that may be trying to process on their card. There will be 2 call attempts to each available number for the cardholder, 2 hours between each call, and tried over a 1 day period. If the representative is unable to reach the cardholder the card will be restricted until contact is made. Cardholder may call 855-741-0510 to discuss fraud transactions with Fiserv.

If you miss the call and need to retrieve your alert, these are the numbers you will be provided:
                            Voice and e-mail communications:  833-735-1891
                            Text communications:  833-735-1897

Texting Service-Through Fiserv for debit card fraud monitoring

Debit Card Fraud Text Alerts 

Beginning February 16, 2021, we will begin using text alerts as part of our ongoing fraud monitoring program.  If we have your mobile phone number on file, you don't have to do anything.  It's really that easy.  If there is suspicious activity, we'll send a text alert right away.  If you need to verify or update your mobile phone number, give us a call at 800-899-9531. 

Please review the following points to help you avoid compromising your personal information.

• A text alert from Fiserv warning of suspicious activity on your card will NEVER include a link to be clicked.  Cardholders should never click on a link in a text message that is supposedly from Fiserv.  A valid notification from Fiserv will provide information about the suspect transaction and ask you to reply to the text message with a "yes", "no", "help" or "stop" and will never include a link. 
• A text alert from Fiserv will always be from a 5-digit number and NOT a 10-digit number resembling a phone number.  Text caller IDs will be 37268 for Sherwood State Bank customers.
• A phone call from Fiserv's automated dialer will only include a request for a cardholder's zip code, and no other personal information, unless they confirm that a transaction is fraudulent.  Only then will you be transferred to an agent who will ask questions to confirm your identity before going through your transactions. 
• If at any point you are uncertain about questions being asked or the call itself, hang up and call Sherwood State Bank directly at 800-899-9531. 
• If at any point you receive a call claiming to be the Fiserv call center and asking to verify transactions, no information should have to be provided by the cardholder other than the zip code and a "yes" or "no" to the transaction provided. 
• Fiserv will NEVER ask for the PIN or the 3-digit security code on the back of a card. 
• Fraudsters posing as call center agents will often ask cardholders to verify fake transactions.  When the cardholder says no, they did not perform those transactions, the fraudster then says that their card will be blocked, a new card will be issued, and that they need the card's PIN to put on the new card.  Many people believe this and provide their PIN.  DO NOT PROVIDE THE PIN.
• Regularly check your account(s) online for suspicious transactions, but especially if you are unsure about a call or text message you've received.  If anything looks amiss, call Sherwood State Bank directly for assistance. 
• If you have received a voice or a text message from Fiserv's fraud call center and are unsure about responding to it, call Sherwood State Bank directly for assistance. 

Email

Online Banking Email- and Text

• SSB will not email you from your online banking product. The customer can set alerts for email.
• No links and no downloads will be in the email.
  • When in doubt call us.

Online banking Email Sample

Online Banking Alert Options

eStatement Email

• SSB offers opt-in eStatements. There will be one link to our website. No downloads will appear in the email.
  • The email will come from info@sherwood.bank

eStatement Email Sample

Mortgage/Loan Application Email

• If you filled out a mortgage or loan application with us you may receive email from us.
  • The email from address will look like this loans@sherwood.bank and be sent to the email you provided in your application.
  • Or Microsoft online and/or citrix share files –
    • Prep conversation
  • Then you will be contacted by one of our loan officers by phone. The call will originate from our approved numbers listed below.
  • When in doubt call our Main Office: 419-899-2111

Checkfree email

For more information on CheckFree click here

Secure Email

• For some of your interactions with bank staff, you will receive emails from one of their secure mail solutions.

  • The email from address will be from the person (xxxx@sherwood.bank ) at the bank you interacted with and include a link or download to open the email. If you were not expecting an email of this type, do not open it unless you have contacted the bank for confirmation.

Secure Email Samples

or

Direct Human Call

• SSB may call you individually from approved numbers, but if you were not expecting the call, you should always call back a known number, which is listed below.
• Calls from SSB will originate form these numbers, and you should call these numbers to verify identity or suspicious activity.
  • If you filled out a loan application, you may receive a call from a loan officer from a number listed below.

SSB Outgoing Numbers

Sherwood

(419) 899-2111

(419) 899-2112

(419) 899-3191

(419) 899-3192

Defiance

(419) 782-0087

(419) 782-0088

(419) 782-0097

Ridgeville

(419) 267-3472

(419) 267-5555

(419) 267-5556

Fayette

(419) 237-2575

 

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