On Monday, February 11, between 4am and 7am we will be performing upgrades to our debit and ATM card processing systems. During this timeframe you will be unable to perform balance inquiries at the ATM.
While the impact to you should be minimal, the changes will improve many processes within the bank and allow us to offer new services in the future. A few changes you may notice include:
- Improved spending pattern analysis from our fraud monitoring system, Fraud Center. This means the system will better learn your “normal” card activity leading to fewer card alerts.
- If you receive a Fraud Center alert and confirm the transaction is “Not Fraud,” you will be able to try the transaction again immediately. For foreign transactions, however, you must still notify the bank to have the appropriate foreign restrictions removed before the transaction can be authorized.
- The cutoff time for ATM transfers and deposits will change from 3:30pm to 3:00pm. Click here to learn more.
- The Card Center’s phone number for reporting a card lost or stolen will change. Beginning February 11, to report your card lost or stolen:
- During business hours, call 800.922.6872.
- After business hours, call Telephone Banking at 800.394.8769 or call the Card Center at 888.297.3416. If you report a card as lost or stolen after hours, please also contact or visit us during business hours to request a replacement card.
Our goal is always to keep you safe from fraud while providing you the global convenience of debit and ATM card access to your accounts. In order to achieve this goal, we ask for your cooperation by:
- Letting us know if you will be traveling out of state – particularly if it’s out of the ordinary for you. This ensures our monitoring systems aren’t surprised by sudden changes in your card activity. You can notify us of your travel plans in person, over the phone or using the secure Notification of Travel Plans form in online banking.
- Keeping your contact information up to date. Card transactions often verify the address you provide against our records, so please be sure to notify us if your address changes. We may also reach out to you by phone, email or text if we notice unusual transactions made using your card. Be sure we have your current phone number(s) and email address on file so that we can reach you promptly.
- Monitoring your account transactions regularly. Let us know immediately if you notice an unexpected or erroneous charge. Using online, mobile or telephone banking can help you pick up on fraudulent transactions quickly.
Thank you for your patience during this upgrade. If you have any questions or need assistance, please do not hesitate to contact us.