How we protect you

In the rapidly changing world of technology fraud attempts are constant. While we can't foresee all of them, we'd like to do our best to share information with our customers that could be helpful as we all try to prevent being victims of fraud.

Texts from City Bank's Fraud Center

There's a new layer of communication to keep you informed when it comes to irregular or potentially fraudulent activity on your debit card. We now text customers in the event there is any irregular or fraudulent activity as we take precautions on your behalf to temporarily deactivate your City Bank debit card. No enrollment is needed. You are automatically enrolled when you sign up for a City Bank debit card.

How it works

You will receive a text message that will allow you to confirm or deny fraud with a simple “YES” or “NO” reply. If the activity is valid, you will be asked to contact City Bank for further assistance.

If you fail to respond within 20 minutes after the text notification has been delivered, an automated call from our Fraud Center will contact you asking you to confirm or deny any fraud. If there is no answer, a message will be left asking you to contact us. The contact window for phone calls is 8:00am - 9:00pm in the cardholders time zone. Text messages will be sent 24/7.

Additionally, this service is not associated with BNK-N-GO, our text-based mobile banking product. Text messages sent to customers in regards to irregular or potentially fraudulent activity will be sent from a separate short code.

What can you do?

  • Keep your phone numbers current so that we may contact you.
  • Notify us of your travel plans to avoid issues with your debit card.
  • If your debit card is lost or stolen, contact us as soon as possible to deactivate it.

Fraud Center Numbers

Phone: (800) 241-5273
SMS Short Code: 96923

Save the numbers in your phone as City Bank Fraud Center so you know who is contacting you if you receive a phone call or text if there is potential fraud on your account.

Online Banking

City Bank takes a layered approach to help protect your accounts and your identity through our online banking system. How does it work?

  • Every time you login to City Bank Online Banking on a new device or from a location we've never seen you login from before, you will be asked to select an option, like a phone number or email address, to be sent a temporary secure access code.
  • Once you receive and enter the temporary secure access code you can choose to register or not register the device and/or internet browser. Once a device and/or internet browser is registered you will not be asked to receive and enter a secure access code again unless you perform computer maintenance and/or have settings on your device and/or internet browser that prevents the registration from being saved.
  • This process is an out-of-band method of authentication that helps protect others from logging into your account without access to the phone number(s) and/or email(s) listed.

E-mail Correspondence

When we receive your e-mail address when you apply for a product or service or contact us online, we will retain that address to facilitate communication, provide you with information about your account, complete a service you have requested to better serve you. We will not send sensitive information such as account numbers or social security numbers in an e-mail. When you give us your e-mail address we may allow you to choose not to receive e-mail from us that primarily contain marketing messages on our products or we may provide a way for you to tell us to stop sending such e-mail in any e-mail messages we send. The contents of your messages to City Bank will be retained for quality assurance and to meet regulatory and legal requirements. Please refer to our Consumer Privacy Policy Disclosure for information about how we maintain and use information about you, including your e-mail address.

We do not sell or share your e-mail address with third parties to use to independently market you for their products.

Security Reminder: Never provide personally identifiable information (Social Security Number, Account Number, etc.) in response to an e-mail. For security purposes, City Bank will not contact you for this information over the phone or through unsecured e-mail. And if we direct you to login, we will always send you to our homepage at If you are ever unsure if an email, text message or phone call is from us, please hang up and call us directly to verify the authenticity of the person you are speaking to.

Secure File Exchange

City Bank provides a limited number of methods to securely exchange personal information with our customers. City Bank encourages you to avoid using email, public file sharing services, or any method other than those we provide. For more information, please contact us at 800-687-2265.


If you have received a suspicious email, text, or phone call that appears to have come from City Bank, or appears to be impersonating City Bank, please report it to us immediately by emailing

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