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Lost your debit card? Don't panic – take these steps!

March 21, 2018
Debit Cards

If your debit card has ever been misplaced or stolen, it's not a good feeling. Your heart races as you look around in a panic, while retracing your steps in your mind trying to remember the last place you used it... Rest assured that here at SMB you can act fast to turn off your card and we will have a new debit card in your hands in no time. A quick response will limit as many unauthorized transactions as possible. Here are some steps to take if your card is ever lost or stolen.

1. Freeze or turn off your debit card

Use your SMB Mobile app to freeze your debit card. This prevents the card from being used and gives you time to look for your card before deactivating it permanently. If you find it, activate it within your app and it's like nothing ever happened.

When you know you'll never see that card again, turn it off within your SMB Mobile app, your NetTeller online banking, or call us and we can deactivate it for you.

2. Report purchases you didn't make

Check your account to make sure there are no fraudulent transactions. Make note of any purchases you did not make and immediately let us know. If you find fraudulent charges, jot down the details of the transactions – amount, processing date, merchant and location. We will investigate and resolve the issue as quickly as possible.

3. Get a replacement card

You may get an instant issue debit card at any SMB location or we will order and mail you a new card. If you have reoccurring debits using your debit card number, you will need to contact those merchants and give them your new debit card information.

How to protect yourself going forward

Be prepared to freeze or turn off your card

Monitor transactions

Keep an eye on your checking account on a daily basis. If any suspicious transactions appear, this allows you to react and notify us quickly.

Update your contact information

If potential debit card fraud is detected, our alert notification system will notify you via email, text, and/or phone call giving you the option to approve or report the transaction as fraud. To make sure you receive fraud notifications regarding your debit card, you may update your phone number and email address at 800.943.8488 or by sending us a secure message within your NetTeller SMBonline Banking.

Being prepared can ease your mind if you ever misplace your debit card. By following these steps, you can ensure that a missing debit card doesn't turn into unauthorized purchases.

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