Security & Fraud



Stay Safe Online

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Individuals occasionally impersonate financial institutions like STAR.  If you receive a suspicious phone call from someone claiming to be a STAR employee, obtain their name and then hang up and call our Customer Solutions at 800-395- STAR (7827) and verify the person is a legitimate STAR employee and ask to be transferred.

Protecting Your Information

Report Lost/Stolen Debit Card:
  • Contact our Customer Solutions team immediately to report your card as lost or stolen.
  • A new card can be mailed to you within 2-3 business days, or you can visit one of our branches to receive a new card immediately.


Report Lost/Stolen STAR Credit Card: 
  • Call Cardmember Services at (800) 558-3424. (Representatives are available 24/7)
The sooner you report suspicious activity on your account, the faster STAR, other institutions and the authorities can take steps to assist you. If you become a victim of fraud, take action immediately.

If you think that you may have compromised your personal or financial information and are a possible victim of identity theft:
  • Contact our Customer Solutions team immediately. Ask to have your account numbers, PINs, login IDs and passwords changed.
  • Review your financial account statements and recent transaction histories to determine suspicious activities, including STAR and other financial companies.
  • Call any other financial company you deal with and make them aware of the situation.
  • Call your credit card companies and ask that access to your accounts be restricted or closed. Open new accounts if necessary.
  • If checks are missing from your check book, issue stop payments on each check.
  • If your driver's license is missing, contact your local Bureau of Motor Vehicles office.
  • If your Social Security card is missing, contact the Social Security Administration at (800) 772-1213.
  • File a report with your local police department and obtain a copy for your records.
  • File an Identity Theft Affidavit. This is a voluntary form for filing a report with law enforcement, and disputes with credit reporting agencies and creditors about theft-related problems.
  • In detail, document when and what happened and to whom you spoke including dates and times.
If you have received or responded to a phishing scam follow these steps to minimize potential damage.  
  • If you provided any information in reply to the scam, immediately change any usernames and passwords, and contact any financial institutions if you provided your banking information. 
  • If you believe your services our accounts with STAR are affected, contact our Customer Solutions team immediately. 
  • If the phishing email was presented as if it was from STAR please forward the email to phishing@starfinancial.com so we can investigate the source and try to prevent further attempts.
Download apps only from a trusted source such as the Apple App Store or Google Play Store. While malicious apps can slip through the cracks, using a reputable store greatly reduces the risk of downloading a malicious app to your phone.  When downloading apps, review the permissions required before installing.  Do you want to download a game that requires your exact GPS location or full access to your phone contact list?  Ask yourself these types of questions when reviewing the permissions.
Whether you have Windows, Mac or a less common operating system, make sure you have adequate anti-virus protection at home. Products being marketed as “Internet Security” include desirable security features to keep you safe.  Look for privacy and Web filtering features.
Leverage a credit web monitoring service for you and your family.  This can alert you to activity on your credit, even if someone else is using your information.  Monitor your child’s social security number.  While minors cannot establish their own credit, having monitoring at a younger age can help prevent immediate issues when they start establishing credit.
 
Whether you receive an unusual message via e-mail or text, be weary of links to click.  Scammers often convince individuals to click a link to view a fictitious Webpage.  These Webpages often appear reputable, but they are used to steal your information.
Kids leverage technology for entertainment and communication with friends.  Parental control tools are available for mobile phones and computers, providing parents the ability to restrict the types of apps used.  Talk with your kids about the importance of protecting their personal information online, such as phone numbers and home addresses.
STAR consistently invests in our Information Security Program, including our people, processes and technology. As a community bank and trusted advisor, protecting your information is of the utmost importance. While we aren't able to share every detail for security reasons, below is a small list of some of the many things we do to ensure your information is safe.
 
Employee security awareness training. A combination of announced and unannounced audits are performed to ensure effectiveness.

Advanced detective and preventative controls. This helps identify and stop potential threats to our environment. Multi-factor authentication required for critical technology administrative functions. Our system administrators are required to use additional controls when managing systems.

Scheduled and recurring third-party assessments of our cybersecurity posture. This includes audits, penetration tests and social engineering engagements.
 
Proactive cybersecurity monitoring and response by our Security Operations team and its partners – 24/7/365. Our technology and resources are monitoring systems and information even when the business is closed.
 
Strict and ongoing security assessment for trusted partners and vendors. It is important to us that we vet our partners and their information security efforts.
Familiarize yourself with privacy controls that are available to you from social media providers and consider what you share.  Social media is a common method for attackers to gain the information necessary to perform malicious actions such as fraud or identity theft.  If you receive an unusual link to click from one of your friends / connections, make sure it is from the person you know and not someone who gained access to their account.
We can’t stress enough the importance of multi-factor (sometimes known as 2-Factor) authentication.  It is especially important to enable this feature with your critical online accounts such as those associated with your bank accounts.  While it may feel like a hassle at first, this one feature alone can greatly reduce the risk of someone maliciously gaining access to your account.

Communication from STAR

If you are ever unsure whether a communication from STAR is legitimate contact our Customer Solutions Team
directly. STAR will never ask you for your password or MFA passcode.
 
STAR communicates with customers through multiple channels.
 
Email: STAR may send email communications directly from employees or via system generated emails. Confidential information will only be requested via the secure email system. Most STAR email will originate from the “starfinancial.com” domain but some system-generated emails may originate from other domains.

Message Center: STAR may use the message center within your online banking experience to securely communicate with you. You can also use this system to securely communicate with a banker.

Social Media: STAR may communicate directly with you via our social media presence (Facebook, Twitter, LinkedIn, etc.) but will never use these channels to solicit or share any confidential information. Given the confidential nature of banking, STAR does not offer support or conduct business via social media. Please visit starfinancial.com or login to online banking to connect with a banker or contact Customer Solutions. Never post confidential information on STAR’s social media pages or in messages to STAR’s social media accounts.

Voice Phone Call: STAR may communicate directly with you via phone call. We will never ask you for account verification information through voicemail and will only ask over a phone call. If you prefer to call our team back directly to verify the caller is from STAR, you may request that you call us initially.

SMS / Text: STAR may communicate via SMS for account verification purposes or to notify you of account activity, but we will never request sensitive information via text message.