Frequently Asked Questions

There is no such thing as a dumb question. If you have a question, someone else has it too! We have compiled a list of common questions and answers grouped by topic. Hopefully this will give you a jumpstart on your issue…but if you still need help, contact us.

 

Debit Cards

I am having trouble activating my new MCNB Visa® debit card. What should I do?

Your new card can only be activated from the phone number you provided us at the time your card was ordered.

What are my daily transactions limits?

Daily limits for point-of-sale (POS) purchases and other withdrawals is typically $2500.

My card is about to expire. When will I receive my replacement card?

Renewal cards usually arrive by the middle of the expiring month. For example, if your card expires in June of the current year, you should expect your new card somewhere around June 15.

Debit Card Fraud Alerts

What are fraud alerts?

A text or call about possible fraudulent activity on your debit card that places a hold on your debit card until you answer. MCNB Banks works with our debit card Risk Offices to monitor and track card activity. If there is activity on your card that appears different from your regular transaction activity, a case may be created and you may receive a call or text confirming whether the activity is authorized.

The call or text will first come from the risk office and appear as MCNB Banks Fraud Center, shortly after transactions are identified as potential fraud. MCNB Banks will also contact you by phone if the Risk Office has been unsuccessful.

What must I do to enroll in fraud alert texts?

Nothing! All MCNB accounts with debit cards and existing cell phone numbers will be automatically enrolled. If you do not have a cell phone listed in your account information with us, you will receive calls rather than texts if any fraudulent activity is suspected. If your cell number needs added to your account or if your cell number has changed, please contact us or visit your local MCNB Banking Center.

Why are you sending texts for this?

It has been found that fraud alerts sent via text can more effectively mitigate fraudulent activity, allowing cardholders to receive the message and react more quickly, in order to resolve the cases.

Here is a sample text you may receive:

FreeMSG MCNB Banks Fraud Center 877-253-8964 please confirm $525.46 on card 1234 at . If valid reply YES, fraud NO. To Opt Out, STOP

Will I receive a charge for the text?

No, all messages coming from short code 37268 are free to you.

What is the short code for MCNB Fraud Alert texts?

All texts will be from the short code 37268.

Does this Fraud Alert service change any of my other forms of notifications?

No. Other forms of notification such as voicemail will remain enabled. If no contact numbers are text-capable in your current record, it will use the next available form of notification. Please note that keeping your mobile number current with us will enable you to more quickly resolve potential fraud issues, so remember to contact us or visit your local MCNB Banking Center as soon as possible if your mobile number changes.

What if I prefer to call the Fraud Center instead of reply by text?

Sure! During banking hours you may contact us directly or visit your local MCNB Banking Center [numbers and hours here] or you may call the Fraud Center any time at 877-253-8964.

Is the Fraud Alert text service TCPA compliant?

Yes, the Fraud Alert text service complies with TCPA (the Telephone Consumer Protection Act) because each text message includes verbiage indicating that the message is free, provides an opt-out option for the cardholder, and includes a call-back number.

What else should I know?

MCNB Banks is committed to protecting your personal information and mitigating the risk for fraudulent transactions. Here are some things you should know when receiving or responding to a fraud alert text or call, to help keep your information secure:

  • A text alert from us warning of suspicious activity on your card will NEVER include a link to be clicked. Never click on a link in a text message that is supposedly from us. A valid notification will provide information about the suspect transaction and ask the cardholder to reply to the text message with answers such as ‘YES’, ‘NO’, ‘HELP’, or ‘STOP’. It will never include a link.
  • If you text “HELP” in response to a message, you will receive a message to call the fraud center. When you call this number, you will be transferred directly to a MCNB Banking Center associate.
  • A text alert from us will always be from a 5-digit number and NOT a 10-digit number resembling a phone number. The caller ID (short code) for Fraud Alert texts will be 37268.
  • A phone call from our institution’s automated dialer will only include a request for your zip code, and no other personal information, unless you confirm that a transaction is fraudulent. Only then will you be transferred to an agent who will ask questions to confirm that you are the actual cardholder before going through your transactions with you. If at any point you are uncertain about questions being asked or the call itself, hang up and contact us directly or visit your local MCNB Banking Center.
  • We will NEVER ask you for your PIN or the 3-digit security code on the back of your card. Don’t give them out to anyone, no matter what they say. Hang up and call us directly.
  • Regularly check your account online to see if there are any suspicious transactions that have occurred, but especially if you are unsure about a call or text message you’ve received. If anything looks amiss, call us directly for assistance.
  • If you have received a voice or a text-message from us and are unsure about responding to it, contact us directly or visit your local MCNB Banking Center.

iBank and iBank Mobile

My username and password isn’t working.

If you have not logged into iBank in 60 days, your username will expire. You will need to sign up as a new user.

Why does my login occasionally require two-part authentication (one-time passcode)?

A one-time passcode is part of a two-part (or multi-factor) authentication process ensuring your iBank experience remains safe and secure. When you attempt to access online banking, our system confirms your identity and the identity of the device you are using. If something is unrecognized, you will be prompted for a one-time passcode as additional validation.

When you access iBank or iBank Mobile the first time you are asked to verify your contact information. When you login in the future and something is unrecognized (ex. you are logging in from a new device or something about the access attempt seems unusual), you will be asked to provide a one-time passcode. We will send the passcode to you via one of the contact methods you previously provided.

A video explaining the initial setup and how a one-time passcode works is available in our Online Education Center.

I'm locked out.  How can I get back in?

Use the Forgot Password link to reset your account and select a new password.  You can also contact us during business hours for help.

I cannot access the iBank Mobile app on my mobile device?

Use the Forgot Password link to reset your password.

Are there any limits on mobile deposits?

Yes – $1500 maximum individual deposit and $2500 daily maximum.

Why did my mobile deposit fail?

All items presented for mobile deposit must be signed and must specifically indicate the item is being presented for mobile deposit - either by marking the mobile deposit checkbox on the back of the check or by writing "for mobile deposit" under the signature on the back of the check.

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