What do I do if I notice transaction activity that is not mine?

If something does not look right, call us immediately at 800-687-2265. If you notice activity on your account, such as Bill Pay or Zelle, that indicates a transaction made by someone other than an authorized user, please call us as soon as possible between the hours of 8 a.m. and 6 p.m. Monday through Friday or 9 a.m. and 1 p.m. Saturday, or visit a branch.

For after-hours or weekends, you can reset your username and change your password from Online Banking at city.bank or through the Mobile Banking app. Log in and go to Settings and Security Preferences. This measure could prevent further fraud from occurring.

If the fraudulent activity is from your debit card and occurs outside regular business hours or on weekends, you can turn off your card from Online Banking at city.bank or through the Mobile Banking app. From the Menu option, go to Card Services, then Card Management. Toggle to turn off your lost card. Call us as soon as possible during business hours, and we will assist you with getting a new card.

What should I do if I receive a phone call about my account?

You should never give out personal or financial information such as your Social Security number, checking account number, credit card information, or secure access codes over the phone unless you made the call or you know the person or organization you're dealing with.

Unless you call us to discuss your account, we will not ask you for your PIN or password by calling you or by sending you an email. 

Be suspicious if you receive a phone call from someone who:

• Asks you to verify or update your account, credit card or billing information
• Threatens to close your account if you don't tell them your personal information
• Requires you to give any personal information, such as your user name, password or account number

Please contact us right away at 800-687-2265 if you believe you've given out any personal information over the phone. 

What do I do if I get a suspicious email, text, or phone call?

City Bank will only contact you under certain conditions. Visit How We Will Contact You for more information on how and why we may contact you by phone, text, or email.

City Bank will never ask you to provide your Social Security number, ATM or debit card PIN, or any other sensitive information in response to an email or text. And City Bank will never ask you to provide secure access codes sent to your phone. DO NOT SHARE THIS INFORMATION.

If you receive a suspicious email, text, or phone call from someone claiming to be from City Bank, do not respond, and do not click links or open attachments. Instead, call City Bank at 800-687-2265 to confirm the communication or report it by emailing  [email protected]. Delete any text or email you know to be fraudulent. Reporting emails and texts as junk may help prevent others from receiving them.

If you clicked a link or verbally provided personal or financial information, call us immediately at 800-687-2265 between the hours of 8 a.m. and 6 p.m. Monday through Friday or 9 a.m. and 1 p.m. Saturday, or visit a branch.

For after-hours or weekends, please take the following steps to protect your accounts:

• Reset your username and password from Online Banking at city.bank or through the Mobile Banking app. Log in and go to Settings and Security Preference.
• Turn off your debit card from Online Banking at city.bank or through the Mobile Banking app. From the Menu option, go to Card Services, then Card Management. Toggle to turn off your lost card. Call us as soon as possible during business hours, and we will assist you with getting a new card.

How can I tell if a text message is actually from City Bank?

You’ll receive text messages:

• From 86434 – When you login to Online or Mobile Banking on a new device, and we need to verify your identity with Multi-factor (Two-Step) authentication
• From 96923 – When you have a City Bank Debit Card, and we have detected suspicious activity on your card
• From 265646 – When you have enrolled in Bank-N-Go text alerting to alert you when various activity with your Online or Mobile banking has occurred

What do I do if my cards or checks have been lost or stolen?

If your card is lost or stolen, log onto Online Banking at city.bank or use the Mobile Banking app. From the Menu option, go to Card Services, then Card Management. Toggle to turn off your lost card. Call us between 8 a.m. and 6 p.m. Monday through Friday or 9 a.m. and 1 p.m. Saturday, or visit a branch, and we will assist you with getting a new card.

 If you believe one or more of your checks may have been stolen, please call us between 8 a.m. and 6 p.m. Monday through Friday or 9 a.m. and 1 p.m. Saturday, or visit a branch.

What do I do if I believe my identity has been compromised?

Below are steps you can take if you believe your identity has been compromised

1. Call our Fraud Department at 800-687-2265

• Request to close or freeze accounts you believe may have been tampered with or established fraudulently.
• Change your online username and password and debit card PINs.

2. Check your credit report and place a fraud alert on them

• Receive a free copy of your credit report when you visit annualcreditreport.com or call 877-322-8228
• Review your report carefully and note any detail that is not yours.
• Contact one of the three credit bureaus to place a fraud alert on your credit report. The credit bureau contact will notify the others to add the fraud alert to your report. Fraud alerts are free and require companies to verify your identity before opening any new accounts in your name.
  Transunion: 1-800-680-7289 or https://www.transunion.com/
  Experian – 1-888-397-3742 or https://www.experian.com/
  Equifax – 1-800-525-6285 or https://www.equifax.com/

3. File an Identity Theft Report with the Federal Trade Commission to inform federal and local authorities about the crime. https://www.identitytheft.gov/#/

4. File a report with local law enforcement.

• Get a copy of the report to submit to creditors and others who may require proof of the crime.

5. File an Internet Crime Complaint with the FBI at https://www.ic3.gov/

• For each fraudulent entry on your credit report, you must file a dispute with the fraud department of each credit reporting agency and contact any lenders or collections agencies associated with the activity.

6. Additional steps to help protect yourself.

• Set up BNK-N-GO alerts to help track transactions and spot unusual activity
• Make sure your contact information is up to date so we can contact you if we see unusual activity on your account.

For more tips on how to avoid being a victim, visit How to Protect Yourself.