FREQUENTLY ASKED QUESTIONS
FREQUENTLY ASKED QUESTIONS
What should I do if I receive an email with a City Bank logo and it looks suspicious?
If you suspect the email is fake, don't reply to it or do anything the email tells you to do. Instead, please report it to us using the Contact Us page, call us at (800) OUR-BANK (687-2265), or email a screenshot to [email protected].
If you gave out information about one of your City Bank accounts to anyone you should not have, please call us immediately so that we can help protect your accounts.
How can I tell if an email that looks like it came from City Bank is legitimate?
As criminals learn to make more-convincing forgeries of legitimate email and websites, it can be hard to tell if an email is legitimate. Consider the tone and the requests of the message you received. Fraudulent emails are usually quite direct and demanding. We send emails only to tell you about products and services we think will interest you and the tone is generally friendly.
Here's what we won't do:
- Send an email that requires you to tell us your personal information.
- Send an email threatening to close your account if you don't tell us your personal information immediately.
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
How do other people get my email address?
Criminals get email addresses in various ways, including buying mailing lists from marketing companies, internet searches, and scouring the dark web for information from publicly known data breaches. Another common way is through hacking the email account of one or more people that may have your email address stored in their contact list or address book.
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 or credit card information 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 if you believe you've given out any personal information over the phone.