At CCU, we take our responsibility to protect your accounts and personal information very seriously. Unfortunately, criminals are just as serious about trying to get around our security controls to steal your money and personal data.

That’s one of the reasons why we occasionally ask additional questions or take an extra step to verify your identity—especially during certain high-risk transactions or phone calls. We understand the extra questions may feel inconvenient, so we want to explain why these checks matter.

Identity Theft Is a Serious and Growing Threat

Identity theft happens when criminals use stolen or exposed personal information—like Social Security numbers, account details or login credentials—to impersonate you. Once they succeed, they do more than empty your accounts. They may open new loans in your name, change your contact information to hide their tracks, or even lock you out of your accounts entirely.

This type of theft is one of the fastest-growing financial crimes. Each year, millions of people report identity theft to law enforcement, and billions of dollars are stolen. Phishing scams, impersonation attempts, and large-scale data breaches at major companies fuel the rise in these numbers.

The Impact of Identity Theft

The ramifications of identity theft often go far beyond the immediate loss of money. Victims may face:

• Unauthorized withdrawals or fraudulent transactions
• Damaged credit reports that can take months—or even years—to repair
• Significant time spent disputing charges and restoring accounts
• Stress, anxiety and embarrassment
• Loss of trust in financial systems

Research from the Identity Theft Resource Center shows that many victims experience significant emotional distress in addition to financial loss—especially when fraud occurs more than once.

How We Fight Identity Theft

Fraudsters are becoming more sophisticated. They may already know your name, address or recent transaction history. Modern criminals can use AI and other advanced tools to sift through enormous amounts of data—sometimes even figuring out the answers to your “security questions.”

When we ask additional questions or pause a transaction to confirm your identity, it’s because something about the request appears unusual or higher risk, such as:

• A large or unexpected transfer
• A request coming from a new device, location or phone number
• Changes to contact information or account access

We use machine learning and AI tools, as well as human oversight, to examine many more data points and risk factors for every interaction behind the scenes.

Extra verification acts as a speed bump for criminals, even if it slows things down slightly for legitimate transactions. Most fraud is stopped not by a single control, but by multiple layers of protection working together. At CCU, we use several of these layers every day to analyze activity and reduce risk.

An Extra Minute for Extra Protection

We know no one enjoys extra steps—but those moments are often what prevent fraud before it affects your account. Think of them the same way you think of a lock on your door or a PIN at an ATM: small inconveniences that provide meaningful protection.

Our goal is always the same: to protect your money, identity and peace of mind. When we ask for extra verification, it’s because we’re looking out for you—and for the long-term safety of all our members.