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Debit Card Fraud Alert Service

Debit Card Fraud Alert is a free service provided to all debit card holders. This service monitors each debit card transaction for potentially fraudulent activity. When a transaction appears to be fraudulent, we will attempt to contact the card holder to verify whether or not the transaction is legitimate. It is very important that we have your most current contact information on file.

This service monitors your debit card activity to help protect you in the event that your card is lost or stolen. Please note that Debit Card Fraud Alert notifies you that your card has suspicious activity, but does not guarantee that all fraudulent transactions will be prevented.

How do you know if a transaction is fraudulent?

Each transaction is assigned a risk score that is determined on a number of factors, including spending patterns and geographic location of the transaction.

What happens if you cannot reach me?

The Fraud Center will attempt to contact you twice at the number that we have on file. It is very important for you to keep your contact information up to date in our system. If we are unable to contact you at the number we have on file, we will attempt to locate alternative numbers – using resources such as Directory Assistance.

Depending on the severity of the fraud taking place, we may choose to place a temporary block on your card until you can be reached. If your card has been blocked, you can contact us at 1-877-759-7939 and we will be glad to assist you.

How soon after a fraudulent transaction takes place will you contact me?

The risk score assigned to the transaction will determine how soon you are contacted. Cases with a high risk transaction will be contacted within an hour’s time. Medium risk cases will be contacted within three hour’s time. Responses to low risk transactions may take longer than three hours.

The fraud center will contact you between the hours of 8am and 9pm regarding fraudulent transactions.

Are there steps I can take to notify the Fraud Center of an upcoming trip overseas so that my card is not blocked?

No, however, we always suggest that you carry a second form of payment (travel card, credit card, etc.) in the event that your debit card is blocked. If you plan to go overseas, please give us a call and we can provide further instructions to ensure that your trip is a pleasant one.

How will I know that the person calling is actually a representative of Pinnacle Bank?

The Fraud Center will verify non-sensitive information such as the locations and amounts of your most recent purchases or the last four digits of your social security number. When the Fraud Center contacts you, we will NEVER ask to verify sensitive information such as card numbers, account numbers or complete social security numbers. In some cases, we may ask to verify the last four digits of your social security number. If anyone contacts you claiming to be a representative from Pinnacle Bank and asks for sensitive information, please contact us immediately at 1-877-759-7939.