Everyone at Heartland takes the safety and soundness of our member-owners’ accounts seriously. We have seen an uptick recently in attempts by criminals to access member accounts via phone. We train our staff constantly to be on the lookout for suspicious activity but we need help from you, too.
If you visit a Heartland location or contact our Call Center, you may be asked to provide a “code word.” We try to know all our member-owners but as we grow, it becomes harder and harder to do so. When you stop in or call, we can verify your identity a variety of ways, including asking you your code word. We can also ask things such as where you used your Heartland debit card last or what the make and model is of the car you financed with Heartland. These are things only YOU would know and they’re a great way for us to make sure we’re providing info and working with the correct person.
So, when you stop in or call Heartland, please don’t be offended if we ask you some questions to which only you would be able to provide the correct answers. We’re only interested in keeping your accounts safe and your assistance is appreciated!