What to do if Your Debit Card is Lost or Stolen

What to do if your State Bank debit or credit card gets lost, stolen or has fraudulent charges:

Use your Visa debit card or Visa credit card with confidence wherever you shop. You have zero liability on unauthorized purchases if you notify the bank in a timely manner.

Lost or Stolen Cards

If you believe your Card and/or PIN has been lost or stolen tell us AT ONCE. Contacting us by phone is the best way of keeping your possible losses down. If you tell the bank within 2 business days, you can lose no more than $50. If you do NOT tell the bank within 2 business days after you learn of the loss or theft of your Card or PIN, you could lose as much as $500 if we can prove we could have stopped the transactions.

Fraud

If your statement shows fraudulent transactions, notify us immediately.  In this case your liability may be no more than $50 if you notify the bank within 60 days of the statement date on which the unauthorized charges first appear. You may be liable for 100% of the unauthorized charges if you fail to notify the bank in a timely manner.

Steps You Should Take

Once you have determined you may be a victim of fraud or may have lost your card:

• Notify State Bank as soon as possible.  Time is of the essence in order to avoid liability.
• Fill out a dispute form at any State Bank branch.  (A dispute form provides all the necessary information about any fraudulent transactions and clarifies any circumstances with a lost or stolen card).
• Wait for State Bank and Visa to investigate, which can take up to 45 days.
• Contact State Bank with any questions you might have during this investigation phase.

Steps the Bank Takes

Once State Bank is notified and a dispute form has been submitted:

• State Bank receives dispute form from the customer.
• State Bank will issue provisional credit to your account of the disputed amount within 10 business days.  (Provisional credit is a temporary credit that is applied to your account while a dispute is being investigated).
• Visa then has a time frame of 45 days to investigate the dispute.
• Within 45 days the cardholder is notified stating that the dispute is complete.
• If the dispute is resolved then the provisional credit will be permanent.
• However, if the investigation finds that the customer is at fault then the provisional credit will then be debited from the customer’s account meaning the customer is ultimately responsible for the losses.

LOST OR STOLEN CARD EMERGENCY PHONE NUMBERS:

• During Banking Hours (M-F 8:00 am – 5:00 pm excluding holidays)
  • 435-865-2331
• When the Bank is closed:
  • 800-991-4961 (Credit Cards)
  • 800-500-1044 (ATM/Debit cards)
  • 800-325-3678 (Backup number for all card types)

You must know your card number when you call after hours. We recommend that you keep a copy of your cards in a separate location for just such occasions.

FALCON AUTOMATED FRAUD DETECTION SYSTEM:

State Bank’s card processor places automated calls to card holders whose transactions fall outside expected norms. If there is no answer, a message is left for the cardholder to call one of the phone numbers listed below.

Credit Card/Debit Card

• 800-890-5097 – Choose option 1
• 800-437-9392 – Choose option 1
• 727-227-2447 (for international collect calls) – Choose option 1

The System will ask for …

• The last 4-digits of your SSN to verify the correct cardholder.
• It will then list transactions (which you should recognize) and ask to indicate whether you conducted them. Your call will be forwarded to a live person if you indicate that a transaction is not legitimate.

The system will not ask for . . .

• Your 16-digit card number and/or PIN.
• Your full SSN or your date of birth.