The security and confidentiality of your personal information is important to us. That's why Capital City Bank will never call, text or e-mail you and ask for your debit card PIN or online banking password to verify or authenticate your identity. In fact, there is no legitimate reason any financial institution would ever need your debit card PIN or online banking password. For a scammer, on the other hand, it's the payday they're after.
Your safest bet, if you're ever contacted and asked to provide sensitive account or personal information, is always to hang up and call us directly to verify, unless you initiated the contact or are otherwise certain about the legitimacy of the person contacting you. In the event you receive a suspicious call, text or e-mail, or notice activity you don't recognize in your online banking transaction listing, our bankers are here to take immediate action to help protect you and your accounts from further exposure.
Call 888.671.0400 to be connected to fraud protection services 24 hours a day, seven days a week.
Card Service Hours:
- Monday through Friday 8 a.m. until 10 p.m., ET
- Saturday 9 a.m. until 4 p.m., ET
- Sunday 1 - 4 p.m., ET
- If calling outside of Card Service hours, a block will immediately be placed on your card to prevent all future transactions.
What do I do if I suspect fraud on my card?
| Manage Your Cards Online | Call Us For Assistance |
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Order a new card for your account, temporarily freeze an existing card, reactivate a frozen card, or cancel and replace a card that has been lost, stolen, damaged or compromised right from within your online or mobile banking service, any time of day, any day of the week.
From your online/mobile banking menu, choose Services > Debit Card Services.
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Call us 24 hours a day, seven days a week at 888.671.0400 to be connected to fraud protection services. If calling outside of Card Service hours, a block will immediately be placed on your card to prevent all future transactions.
Card Service Hours:
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What do I do if I lost my card?
| Manage Your Cards Online | Call Us For Assistance |
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Order a new card for your account, temporarily freeze an existing card, reactivate a frozen card, or cancel and replace a card that has been lost, stolen, damaged or compromised right from within your online or mobile banking service, any time of day, any day of the week.
From your online/mobile banking menu, choose Services > Debit Card Services.
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Reach our bankers seven days a week for support and assistance with all your debit card-related needs, from activations and pinning to taking action on a lost or stolen card and disputing a fraudulent transaction. Call 888.671.0400 and press 2 on our Automated Banking System menu from:
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Need a permanent, ready-to-use card in an instant?
Visit one of the offices listed below during business hours to obtain an instant-issue debit card. These work just like the debit cards you receive in the mail but offer a handy alternative for clients needing to replace a lost or stolen card on the spot. Leave the office with an active, permanent debit card in hand rather than waiting on the mail.
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ALABAMA
Chambers County
FLORIDA
Alachua County
Bradford County
Citrus County
Clay County
Dixie County
Gadsden County
Hernando County
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Levy County
Madison County
Putnam County
Suwannee County
Taylor County
Wakulla County
GEORGIA
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How do I turn off a card I suspect has been compromised?
If you misplace your debit card or ever have any suspicion that your card or card number could have been obtained by someone else, it’s important to take immediate action to protect your account from fraudulent transactions. For just these occasions, we make it easy to suspend or deactivate your debit card within your online banking service and CCBMobile app any hour of any day.
- Log into your online banking service or CCBMobile app.
- Under the main menu, click Services then Debit Card Services.
- Choose the affected debit card from the drop-down box and click Freeze Card.
A frozen card may be reactivated by selecting the frozen card in the drop-down box and clicking Unfreeze Card. You can also cancel a frozen card and order a replacement right there, on the spot.
How can I help protect myself against fraud and keep my financial information secure?
- Be suspicious of anyone calling, e-mailing or texting you and asking you to provide your online banking username or password, or any numbers associated with your accounts, debit cards and personal identity, even if they claim to be calling from your bank. Do not provide any personal information, and contact us immediately to report the incident.
- Check your Capital City Bank statements on a monthly basis to ensure they match your records.
- Shred all personal and financial information before discarding.
- Never leave receipts at an ATM, at bank counters, etc.
- Remove mail from your mailbox promptly and deposit outgoing mail at a post office.
- Review your credit report annually. You are entitled to a free credit report every year.
- Set up account alerts in your online banking service to receive real-time notification when specified transactions and security events occur.
I need a replacement card right away. What do I do?
Visit one of the offices listed below during business hours to obtain an instant-issue debit card. These work just like the debit cards you receive in the mail but offer a handy alternative for clients needing to replace a lost or stolen card on the spot. Leave the office with an active, permanent debit card in hand rather than waiting on the mail.
Enlist your mobile phone in the battle against debit card fraud!Enrollment in this powerful fraud-prevention tool is automatic for every client with a Capital City Bank Visa® debit card. All you have to do is ensure you have a mobile phone number on file and recorded in the Cell Phone field.
Need to add a mobile phone number or aren't sure if you have one listed?
- Call us.
- Chat with us.
- Log in to your online banking service or the CCBMobile app. From the Main Menu, select Services > Update Contact Information to verify your mobile phone number is listed in the Cell Phone field, or update or add a mobile number to your account.
How do fraud alerts work?
When suspicious transactions are flagged, clients with a mobile phone number on file will receive an SMS text message in real time from sender CCB Fraud Alerts-32874.
You simply reply YES or NO. We handle all the rest.
- If the activity is unauthorized, reply NO to let us know it is fraud, and we instantly block future fraudulent transactions.
- If you recognize the activity, reply YES to allow the transaction.
How do I sign up for fraud alerts?
There's no enrollment - as long as you have a text-enabled mobile phone number on file, this extra layer of protection is automatic. The alert system pulls from the Cell Phone field to confirm it is a text-enabled number, so be sure it is listed in the Cell Phone field, rather than under Home Phone or Work Phone.
How do I receive help with fraud alerts?
For fraud alerts support, call 888.671.0400 or text HELP to 32874.
How do I stop receiving fraud alerts on my device?
If you do not wish to receive alerts about suspected incidents of financial or identity fraud, you can cancel text messaging services at any time. Text STOP in response to any alert from your mobile device.
How are fraud alerts different from other alerts?
Fraud alerts are sent only when we have reason to suspect unauthorized activity has occurred involving your Capital City Bank debit card. And since the ability to receive real-time responses is critical to ensuring we can take steps to block future unauthorized transactions, they are only sent via text so you can see the alert and respond without delay.
The account alerts you have the option of setting up in your online banking service or CCBMobile app, allow you to specify conditions when you would like to receive an alert, such as when your online banking password is changed, your balance reaches a certain level or a bill payment is due. You can choose to receive account alerts via secure online banking message, e-mail, phone call or text message.
The Formula for a Strong Password
One easy way to create a strong password is to turn a memorable sentence into an acronym. “I waited six hours for concert tickets!” for example, becomes “Iw6h4ct!”.
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Important Information
Messaging frequency depends on account activity. By giving us your mobile number, you agree that we are authorized to notify you by text message of suspected incidents of financial or identity fraud.
Release of liability: Alerts sent via SMS may not be delivered to you if your phone is not in the range of a transmission site, or if sufficient network capacity is not available at a particular time. Even within coverage, factors beyond the control of any carrier may interfere with messages delivery for which the carrier is not responsible. No carrier will guarantee that alerts will be delivered.