Customer Education

 

FAQ on Compromised Debit Cards 


What is a compromised card?
A compromised card is a card that is at risk of being used fraudulently.  Cards may be compromised due to computer theft, unauthorized network intrusion, or other types of suspicious activity.  This can happen at a store where you shopped or as your card number and payment information travel electronically through the processing system.

How does Central Bank and Trust Co. react to compromise notifications?
We take every compromise seriously.  We require issuance of new cards for affected customers.  Customers may receive a phone call, e-mail and/or written notification if their card data has been compromised. Your replacement card will be ordered automatically at no charge to you.

Does this mean that I have fraud on my account?
Not necessarily. In fact, among the list of card numbers we periodically receive, only a few are affected by fraud.

How can I protect myself? 
You can protect yourself by faithfully reviewing your monthly statement(s).  In addition, you may utilize our Online Banking or Phone Central 620-663-2211 or 316-945-2424 and review your account activity as often as you like 24/7.

When notified about a card compromise, do all financial institutions block and reissue cards?
No.  Some institutions do not reissue cards at all, nor do they notify their customers of a compromise.  They leave it to their customers to discover fraudulent transactions (if any) posted to their account.  At Central Bank and Trust Co. we don’t want you to have to worry about a card number compromised today that could be utilized by a criminal months or even years from now.  That’s why we immediately block and reissue cards as soon as we are notified that a compromise has occurred. 

What do I need to do if I discover fraud on my account?
If your card has not been blocked already, call Central Bank and Trust Co. immediately at 620-663-0666.  After hours, call 1-877-226-2351.   

What if a fraudulent transaction clears my account and I do not have enough money to pay my bills?
In some situations, Central Bank may issue you Provisional Credit while the matter is being disputed and investigated.  The important thing is that you contact us as soon as you discover any fraudulent activity.  

How long will it take to receive my replacement card?
Most cards are received within 2 weeks from the date on your notification letter. The new PIN is typically delivered a day or two after that.

What happens if I do not receive my card by this time?
Please contact us at 620-663-0666 and we will track the status of your card and report back to you.

What do I do when I receive my new Debit Card?
Cut up the old compromised card and start using the new card immediately.  Your new card will need to be activated with a PIN transaction. 

Will my pin number change along with my card number?
Yes, the new card number will have a new randomly generated PIN number, because the card and PIN were both compromised.  To change your PIN number, come into Central Bank at Central Plaza West, 30th and Tomahawk, Hutchinson; or Wichita East, 8411 E 21st St N, Wichita. 

Is there a charge for the new card?
No, there is no charge for your replacement card.

What if I do not want to have my compromised card blocked?
Compromises are serious. Fraudulent activity may occur if the card is not blocked and it could occur days, weeks, months or even years from now. The fraud dispute process can be inconvenient and cumbersome.  While many customers do not experience fraud when a compromise is reported, the risk exposure still exists if the cards are not blocked and replaced.  To protect our customers, minimize inconvenience and losses, Central Bank and Trust Co. requires compromised cards be replaced.

What if I have preauthorized debits made to my compromised card number?
You should contact the merchant(s) immediately upon receipt of your replacement card(s) and provide them with the new card number and expiration date. This process may be as simple as logging into the corresponding merchant(s) site and updating the information yourself. If this is not the case, you may need to write to them to let them know of a card number change.

There are other authorized users with Debit Cards on this account; does this affect their card(s) too?
It may, but each Debit Card number is unique.  If other authorized users on your account have Debit Cards that were also compromised, we will take the same measures with each of those cards as we have with yours. 

Can this information be used to steal my identity?
The information encoded on the compromised card pertains strictly to the card, potentially including the card number and expiration date. Confidential information such as Social Security Numbers, driver’s license numbers, addresses and dates of birth are not stored on the card.

What can I do to keep this from re-occurring?
Unfortunately, we have no way of stopping criminals from "hacking" into databases of merchants or merchant processors.  One way to reduce your risk is to avoid use of your debit card on the Internet.  

  • Always know where your card is.  If you misplace it, call Central Bank immediately so we can block the card from use. (After hours, call 1-877-226-2351). 
  • Never write your PIN on the card. 
  • Never carry the written PIN with you. 
  • Faithfully review your statement(s) as soon as you receive them. 
  • Better yet, utilize our Online Banking or Phone Central 620-663-2211 or 316-945-2424 and review your account activity daily or weekly, as often as you’d like
  • Call us immediately if you notice anything suspicious and NEVER share your card or PIN with others.

If fraud does occur on my account, what should I do?
There are certain steps to follow to receive your charge-back rights:

  • Contact the store or business that charged your account and notify them that the charge was fraudulent.
  • Contact the bank immediately at 620-663-0670 and report the fraud. You will be asked to send a detailed letter of dispute to Central Bank and Trust Co. at P.O. Box 1366 Hutchinson, KS, 67504-1366. Include information such as merchant name, date fraud occurred, what the reply was when you contacted them, the amount and any other details that you feel would be helpful in our investigation.
  • We may ask you to come into the bank and sign affidavits of disputes to expedite your claim.