Robo Call Scam Alert
May 17, 2013
Several customers have made reports of an automated telephone scam attempting to obtain personal information about debit/credit cards/accounts. The caller claims the debit/credit card needs to be reactivated or the accounts need to be changed. These are not legitimate calls and should be ignored. These calls are coming from a variety of area codes in the U.S.
Awareness is essential to help combat fraud. Should you receive any questionable calls or emails, do not provide your personal information including your account numbers, PIN numbers or social security number.
- Merchants Bank will NEVER initiate a call or email to you requesting your personal information.
- Do not call back a number provided over the phone or click on a link in an email.
- To verify whether a call or email is legitimate, call Merchants Bank at 800-322-5222.
- Most fraudulent communications will include an urgent claim about something that will concern or excite the victim.
- If you have been the victim of a scam, file a complaint with local law enforcement and notify us at 800-322-5222 or at your local branch.
Our systems are in no way compromised. We had our name inserted by unauthorized parties voice messages they originated in an attempt to draw customers and non-customers into divulging debit card information.
Questions and Answers about the incident:
Q – Have any cards been compromised?
A – None that we are aware of. It’s important to remember to never give out your card number and PIN.
Q – What happens if I have already given my card number and/or PIN to the scammers?
A – Please let us know and we will cancel your card and reissue you a new one.
Q – Is there any risk to cards of customers that do not respond to fraudulent texts or calls?
A – No. This is not a card information breach. It is a fishing expedition to attempt to have customers volunteer information about their personal cards.
Q – Does Merchants Bank issue legitimate automated calls to customers?
A – Yes. In the event of suspicious card activity, our Card Support Services partner initiates an automated call. The call never asks the customer to provide card number or PIN information. To learn more about this fraud detection and prevention service, click here.
Q – Does Merchants Bank issue legitimate text messages to customers?
A – Yes. Customers have the option to register for text alerts that are associated with our online and mobile banking applications. These text alerts do not ask customers to volunteer information about their accounts or cards. To learn more about text alerts, click here.
Q – What should customers do if they have ongoing concerns about debit card activity or security?
A – Call Merchants Bank’s Customer Call Center at 1-800-322-5222. To directly cancel a card over concerns about loss, theft, or fraudulent activity, customers may additionally dial our Card Support Services at 1-800-554-8969.
Q – Is Merchants Bank operating all normal activities and servicing customers across the state?
A – Yes. The concerns over this incident certainly have had our attention. But our network of banking offices and dedicated staff members are fully meeting all commitments.
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The bank’s routing number is: 011600020
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