GENERAL
Will MutualOne Bank ever contact me for my account information?
MutualOne Bank will NEVER call, email, text, or direct message you on social media for your account details, card number, PIN, or passwords. If you receive a phone call, email, text message or other communication requesting your personal information, it is a phishing scam attempt. Do not provide any information and please report the incident to us immediately.
I received a call from MutualOne Bank that made me suspicious. What should I do?
If you receive an unexpected or unsolicited call from MutualOne Bank or any other financial institution that makes you suspicious, you should hang up and call the main number. Do not trust that the number shown on your phone is accurate, as phone numbers can be masked.
I don’t recognize a charge on my statement. What should I do?
Contact our Client Services team at (508) 820-4010 during business hours to dispute the charge.
How can I spot a phishing scam?
Phishing is one category of scam that is designed to steal your personal or financial information through phone calls, emails or text messages. To learn more about common phishing scams and how to protect yourself, visit our Security Center.
What if I’ve fallen victim to a scam?
Contact MutualOne Bank at (508) 820-4010 during business hours to report the incident. Report the scam to the Federal Trade Commission (FTC), Internet Crime Complaint Center (IC3) and to your local police. Monitor all your accounts and statements closely for suspicious or unauthorized activity.
DEBIT CARD
What is a compromised card?
Your card has been compromised when any of the information — card number, security code, or PIN — has been obtained by an unauthorized user. This can happen through individual theft or through data breaches. If you have been notified that your debit card has been compromised, you should report it to the Bank and request a new card.
How do I report my card lost or stolen?
Report a lost or stolen debit or ATM card by calling (800) 264-5578.
I can’t find my debit card—can I turn it off?
With Card Controls from MutualOne Bank, you can turn your card “off” through Online and Mobile Banking, as well as back “on” when you find it. Please note: Turning off a card does not prevent automated payments you may have established with vendors. Click here to learn more about Card Controls.
If I pause my card, will it affect my subscriptions?
No, any automatic, preauthorized, and recurring subscription payments are not affected.
Can I limit where and how my card is used?
Yes! With Card Controls, you can establish certain limits, including where the card can be used and what types of purchases can be made with the card, as well as set spending limits. Click here to learn more about Card Controls.
How do I keep my card safe?
Your debit card is a powerful tool connected directly to your checking account, so be sure to treat it the same as cash or checks. You can add an extra level of protection by adding your debit card to your mobile wallet, which “tokenizes” each transaction, allowing you to make purchases online and in person without exposing your card number.
How do I protect my Personal Identification Number (PIN)?
To protect your PIN, do not tell friends, do not write it down and ensure it’s not easily guessed.
How can I reset my PIN?
You can use Card Controls in Online and Mobile Banking to reset your PIN. You can also change your PIN by visiting any MutualOne Bank ATM or calling (800) 448-8628, 24 hours a day, 7 days a week..
If you forgot your PIN, you must come into one of our branch locations to have your PIN reset.
Does MutualOne Bank monitor transactions for fraud?
Yes, if our monitoring system spots suspicious activity associated with your debit card, we will automatically send you an alert.
How do I protect my debit card when shopping online?
You can add an extra level of protection by adding your debit card to your mobile wallet, which “tokenizes” each transaction, allowing you to make purchases online without exposing your card number.
ONLINE BANKING
How often should I change my account’s password?
To keep your account safe, it’s good practice to change your passwords every 3 to 6 months. If you suspect your password has been compromised, change it immediately.
How do I protect my password?
There are several easy ways to protect your Online Banking password:
- Set a strong password — at least 16 characters using a combination of letters, numbers and other characters.
- Make your passwords unique — Do not use the same password for multiple sites or accounts.
- Don’t share your password — Keep your password safe, and avoid writing it down.
- Use a password manager — Password managers such as Apple Keychain and Google Password Manager can help keep track of your passwords while keeping them secure.
Is it safe to use public Wi-Fi for Online Banking?
Public Wi-Fi networks are usually unsecured, making it easy for hackers to get into your accounts. It is not recommended to use public Wi-Fi when accessing your accounts through Online Banking.
Can I receive alerts about my account activity?
With Online Banking, you can sign up to receive alerts about specific transactions and activities, including:
- Deposits and withdrawals
- Transactions above a certain threshold
- And more!
CREDIT/LOANS
What does a credit freeze and fraud alert on my credit report do?
Credit freezes and fraud alerts are free actions with different functions that you can place on your credit report. A credit freeze locks your credit report, preventing new accounts from opening. You must contact all three credit bureaus to place and lift the freeze.
Fraud alerts require lenders to verify your identity before granting any new credit. These can be set by contacting one of the credit bureaus, and last a year, but can be renewed annually.
I received a text message about a loan — but I didn’t apply for anything. Is this a scam?
If you receive a message about a loan you did not apply for, you can be sure it is a scam. If you have any questions or concerns, contact Client Services.