Compromised Debit Card Help
If you have received notice that your debit card has been compromised, these Frequently Asked Questions may be of assistance to you. Our Client Care Line 800.624.6452 is also available for assistance Monday - Friday from 8:00 am to 5:00 pm.  

What is a compromised card?
A compromised card is a card that is at risk of being used fraudulently.  Information (example: card number, name) may have been obtained by an unauthorized source.  The Heritage Bank's systems were not compromised.  In most cases, the breach occurs at a location that accepts or processes card transactions (example: retailer terminal, transaction processing, phishing).

How does The Heritage Bank react to compromise notifications?
We take every compromise seriously.  We require issuance of new cards for affected clients.  Clients will be notified in writing if their card data has been compromised.  Affected cards will be blocked approximately three weeks from the written notification date.  Clients should order a new card at a local branch of The Heritage Bank as soon as they receive the written notice.  

Does this mean I have fraud on my account?
Not necessarily.  Typically, very few accounts are affected by fraud. 

How can I protect myself?
You can protect yourself by faithfully reviewing your monthly statements.  In addition, you may utilize our Online Banking or Mobile Banking and review your account activity as often as you like.  

What do I need to do if I discover fraud on my account?
You should report any fraudulent activity immediately by calling our Client Care Line 800.624.6452 Monday - Friday 8:00 am to 5:00 pm or visit your local office.

How long will it take to receive my replacement card?
Most cards are received within 10 business days from the date that you reorder your card.  You may continue to use your current card up until the date listed on your notification letter.  On that date, your current card will be closed out and blocked.  

What happens if I do not  receive my card by this time?
Please contact our Client Care Line 800.624.6452, and we will track the status of your card.  

What do I do when I receive my new debit card?
Cut up the old, compromised card and start using the new card immediately.  Your new card will need to be activated with a PIN transaction.

Will my PIN number change along with my card number?
You get to choose your PIN number when you order your new card.  

Is there a charge for the new card?
No.  There is no charge for your replacement card.  

What if I do not want to have my compromised card blocked?
Compromises are serious.  Fraudulent activity may occur if the card is not blocked, and it could occur days, weeks, months, or even years from now.  The fraud dispute process can be inconvenient and cumbersome.  While many customers do not experience fraud when a compromise is reported, the risk exposure still exists if the cards are not blocked and replaced.  To protect our customers, minimize inconvenience and losses, The Heritage Bank requires compromised cards to be replaced.  

How did the bank find out about this situation?
We were notified by MasterCard of the compromise.  MasterCard does not provide us specific information regarding the merchant/processor that was involved.  

What if I have preauthorized debits made to my compromised card number?
You should contact the merchant(s) immediately upon receipt of your replacement card and provide them with the new card number and expiration date. This process may be as simple as logging into the corresponding merchant's site and updating the information yourself.  

There are other authorized users with debit cards on this account.  Does this affect their card also?
It may, but each debit card number is unique.  If other authorized users on your account have debit cards that were also compromised, we will take the same measures with each of those cards as we have with yours.

Can this information be used to steal my identity?
The information encoded on the compromised card pertains strictly to the card, potentially including the card number and expiration date.  Confidential information such as Social Security Numbers, driver's license numbers, addresses, and dates of birth are not stored on the card. 

What can I do to keep this from re-occurring?
Unfortunately, we have no way of stopping criminals from "hacking' into databases of merchants or merchant processors.

Always know where your card is.  If you misplace it, contact The Heritage Bank immediately so we can block the card from use.  You can call our Client Care Line 800.624.6452 Monday - Friday 8:00 am to 5:00 pm or visit your local office.

  • Never write your PIN number on your card.
  • Never carry the written PIN number with you.
  • Always review your statement as soon as you receive it.
  • Better yet, utilize our Online Banking and Mobile Banking and review your account activity daily or weekly. 
  • Contact us immediately if you notice anything suspicious and never share your card or PIN number with others.  

If fraud does occur on my account, what should I do?

Follow these steps:

  • Contact the store or business that charged your account and notify them that the charge was fraudulent.
  • Report the fraudulent activity to the bank immediately.  You can do this by visiting your local office or calling our Client Care Line 800.624.6452.  Include information such as merchant name, date fraud occurred, what the reply was when you contacted them, the amount and any other details that you feel would be helpful in our investigation.  

Compromised Debit Card Help


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