Debit Cards

If your debit card is lost or stolen, contact us immediately at 877-759-7939. You may speak with one of our Call Center Agents to cancel your card.

Contact us at 877-759-7939 and follow the instructions provided. You can also suspend your card within your Mobile App until you can speak with a staff member to do this for you.

Debit Card Fraud Alert FAQs

Debit Card Fraud Alert is a FREE service provided to all ATM/Debit cardholders. This service monitors each transaction for potentially fraudulent activity. When a questionable transaction appears, we will attempt to contact you through text alert or phone call to verify whether or not you authorized the purchase. Please make sure your contact information is always updated in our system. This service monitors your debit card transaction to establish baseline activity that helps protect you if your card is ever lost or stolen.

Important note: Debit Card Fraud Alert notifies you that your card has suspicious activity. It does not guarantee that all fraudulent transactions will be prevented.

Each transaction is assigned a risk score that is determined by a number of factors, such as spending patterns and the common geographic locations of your transactions.

Contact attempts for a fraud case will begin within 5 minutes of the case creation if the case is opened during the call window of 8:00 AM to 9:00 PM. The first attempt will be made via a FREE Debit Card Fraud Alert Text (if you have not opted out of this service). The alert is of no charge to you and you will have the ability to respond via text regarding transactions on your debit card. If a response is not received by text, the analyst will begin to contact you with the phone numbers we have on file.

If you need to respond to a text or voice mail regarding your case, you may call 1-877-253-8964. Please have your case number available for ease of access.

The fraud center may contact you any day of the week between the hours of 8am and 9pm regarding fraudulent transactions. 

Click here for more information.

The Fraud Center will attempt to contact you twice at each phone number that we have on file. If there is no answer, they may leave a voice mail with the case information and a call back number for you to return the call. It is very important for you to keep your contact information up to date in our system. 

For suspicious transactions with a high degree of severity, we may place a temporary block on your Debit Card until you can be reached. If your card has been blocked, contact us at 1-877-759-7939 and we will be glad to assist you. Our Call Center hours are 08:00 am – 05:30 pm M-F. 

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

No, travel alerts are not available for ATM/Debit Cards through the Fraud Alert service. But you should notify either your Personal Banker or the Call Center to let them know of your travel dates. This includes travel internationally and within the United States. We can set travel notes for other countries and US States to help prevent your card from being blocked.

You can also control your debit card through the Mobile App; you have the ability to turn it on and off, set balance or transaction limits as well as turn it off from international use when you aren’t traveling. To utilize the setting for International travel, you must contact us to set up the countries you will plan to visit.

When you plan to travel overseas we always suggest that you carry a second form of payment (travel card, credit card, etc.) in the event 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 not interrupted with unexpected banking issues. Also please verify all contact information is up to date in the event the Fraud Center needs to contact you to verify your debit card transaction activity. If we are able to contact you directly, this will eliminate interruption of use.