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FAQs

What should I do if I suspect my online information has been compromised?

If you are a National Penn Customer and believe you are a victim of identity theft, immediately contact National Penn’s Customer Service at 1.800.822.3321.

How did my user name and password get compromised?

Most accounts are compromised by responding to a phishing e-mail, keylogger or Trojan Horse virus that was installed on your PC through a fraudulent e-mail or possibly by someone with whom you may have shared your user name and password. To prevent this from happening, we recommend the following actions:

  • install anti-virus software on your computer
  • update your virus definitions regularly
  • use good judgment before opening strange or unexpected email attachments and/or files
  • back up your data

What are Trojan Horse programs?

Trojan Horse programs (including Remote Access Trojans or RATS) can be hidden in games, videos, music files or programs downloaded from the Internet or e-mail that install a malicious program on the target's computer. Many anti-virus programs will detect and remove Trojan Horse programs, but must be regularly updated to be effective.

Is it ok to send account information via email?

No. Regular e-mail is not secure. Never e-mail personal financial information such as account numbers or your Social Security number. However, you can use the secure message feature within our online banking product.

Is it ok to provide my password when asked?

No. National Penn will never ask for your password. We have alternative methods of verifying your identity.

How can I prevent becoming a victim of fraud or identity theft?

The number and sophistication of phishing scams sent out to customers is continuing to increase dramatically. As a general rule you should be very careful about giving out your personal information over the Internet.

  • Be suspicious of any email with urgent requests for personal financial information.
  • Don't click the links in an email, instant message or chat if you suspect the message might not be authentic or you don't recognize the sender or user's address.
  • Avoid filling out forms in e-mail messages for personal financial information.
  • Always ensure that you're using a secure website when submitting credit card or other sensitive information via your web browser.
  • Remember not all scam sites will try to show the "https://" and/or the security lock. Get in the habit of looking at the address line as well.
  • Regularly log on to your online accounts and check your bank, credit and debit card statements to ensure that all transactions are legitimate.
  • Ensure that your browser is up-to-date and security patches have been applied.
  • Always report "phishing" or "spoofed" emails.

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