To help you understand what you can expect, we are providing information on how we process your dispute. Please continue to monitor your account and contact us immediately if you identify any additional transactions that we should add to your claim.
Important information
Within 10 business days, your claim will be resolved or your account will receive a provisional credit if additional investigation is needed. We will also reverse related fees as applicable if provisional credit is issued or upon the resolution of your claim. If we need more information, a claims specialist may contact you.
- If the transaction involves a debit card, your card will be closed to prevent additional unauthorized usage; therefore, you can no longer use that card to make transactions.
- You can come into any of our locations for an instant issue debit card. If a card is requested by mail, you should receive it within 7-10 calendar days.
- To help avoid interruption in any one-time or recurring payments you have scheduled for your debit card, please give your new card information to companies you have authorized to directly bill your card.
- If you added your debit card to a digital wallet and the digital wallet transactions are associated with fraudulent transactions, you should remove the card from the digital wallet immediately.
- When we complete our research, you will receive a final resolution letter.
- If the claim is decided in your favor, any previous provisional credit will remain in your account permanently. In addition, any associated fees assessed to the account will be refunded once the claim is settled, if applicable.
- Change your PIN at least every 6 months to help protect your account, and immediately change your PIN anytime you suspect it has been compromised. If you have forgotten your PIN or want a new one, visit your nearest FMB branch.
- When selecting your PIN, don't use any word or number that can be found in your wallet, such as your birth date, name, or address.
- Memorize your PIN. Don't write it down anywhere, especially on your card, and never share it with anyone.
- If you are at an ATM, ensure no one sees you enter your PIN. If you print your ATM receipt, be sure to remove it from the ATM and securely dispose of it later.
- Don't give your card number via email or over the phone, unless you initiated the call. Use only legitimate phone numbers to contact FMB – such as contact phone numbers found on the company's website; your bank statements; and those listed on your ATM, debit, or credit card.
- Look for secure transaction indicators before you shop or bank online, like “https” in the address bar when you shop online or a lock symbol in the lower right-hand corner of your browser.
- After you make a purchase or payment using your card, sign off from the site and close your browser to prevent unauthorized account access.
- Don't let others use your personal computer. Always password-protect your computer.
- Whenever you leave your computer, sign off or lock your workstation.
- Change your passwords regularly. Use combinations of letters, numbers, and special characters such as # and @. Don't use your FMB username and password for other online accounts or activities.
- Don't write down, store, or give your passwords to anyone. However, if you must write down your passwords, don't store them in an easy–to–find place, and be sure to store them separately from your credit card, debit card, or ATM card.
- If you notice suspicious activity in your accounts, report it immediately.
- Install a personal firewall on your computer, and keep anti-virus software definitions updated.
- Be wary of suspicious emails. Never open attachments, click on links, or respond to emails from suspicious or unknown senders. Learn more about fraudulent emails. Ensure your computer operating system, software, browser version, and plug-ins are kept up to date. Before downloading any update to your computer program, first go to the company's website to confirm the update is legitimate.