Lost or Stolen Debit Card

At Bank of Old Monroe we realize that when you have a question about a debit card, you want answers quickly. Please choose one of the options below to get in touch with us so we can assist you.

To report a lost or stolen debit or ATM card, please contact the bank at 636-665-5601 during normal business hours. To report a lost or stolen debit or ATM card after hours, please call 800-264-5578. Contact Fraud Services at 866-842-5208 to report fraudulent debit card activity.

Please read the following before continuing:

• To receive your MasterCard Debit Card instantly, visit any one of our Old Monroe, Moscow Mills or Troy locations. Otherwise, we will mail your new card.
• Please allow 7-10 business days for delivery.
• Activate your new card at any ATM using your preset PIN number. If you have not preset your PIN number contact 636-665-5601.

We work hard to keep your information and accounts secure. As a customer convenience, our fraud monitoring service keeps an eye on your accounts for potentially fraudulent activity. However, if you feel your information may have been compromised or that you were unfairly charged by a merchant, please contact us as soon as possible.

Report Fraud

Fraudulent transactions are often the result of counterfeit or skimmed cards, computer breaches or a lost or stolen card.

If you feel that your account may have been compromised, please contact us immediately.

To report fraudulent activity during normal business hours, please call: 636-665-5601. After business hours, call Fraud Services at 800-264-5578.

Dispute a Charge

Possible reasons for a dispute may include if you receive a service or merchandise that was defective or not as described, you didn’t receive the service or merchandise or the order or service was canceled or returned after you paid for it, being double charged by a merchant, if you canceled a service but the merchant continued to charge you, if you paid by other means but were still charged on this card, a processing error or an ATM/POS dispute. Please call us as soon as possible to start the claim process.

Please note: Filing a dispute via phone is the fastest way to initiate a claim.

To file a dispute, please call: 636-665-5601*

Dispute Claim Forms

Complete the dispute claim form.

Still have questions? Please call 636-665-5601

Note: To limit liability, timely notification is encouraged (2 business days from loss or theft of access device or 60 days from the statement that lists the disputed item).

*Written confirmation within 10 days of oral notice is required in order to receive provisional credit.

Frequently Asked Questions

How long will it take to resolve a MasterCard dispute or fraud?

Investigation begins as soon as you notify us. Resolution times may vary but must be completed within 90 days.

How can I research MasterCard purchases appearing on my statement?

There is often a phone number for the merchant associated with the charge. If you still do not recognize the charge, you may want to begin the fraud/dispute process.

When will I receive reimbursement for a disputed or fraudulent MasterCard charge?

In most cases credit will be posted to your account within 10 business days. This credit is issued on a provisional basis until the dispute is resolved. If you do not complete the required forms this credit may be removed from your account.

Why do you post fraudulent or unauthorized MasterCard charges?

Bank of Old Monroe is obligated by MasterCard regulations to post all signature based transactions that receive an approval code.

If my card is Lost/Stolen and I have it reissued will the PIN stay the same?

No. Call 636-665-5601 to choose your PIN over the phone. PIN numbers can only be changed during normal business hours.

How do I turn off my debit card if suspicious charges appear on my account?

During normal business hours, you can contact the Operations Department at (636) 665-5601.  After hours you can contact Fraud Prevention Services at (866) 842-5208.

Please select one of the options below.

• Contact a Bank of Old Monroe Representative or call us at 636-665-5601.
• To receive your card instantly, visit any one of our 5 locations in Old Monroe, Moscow Mills, O’Fallon, Wentzville or Troy.
• Complete the Debit Card Replacement Form.

*A Bank of Old Monroe representative may contact you for verification before issuing your card.

Please note: When receiving your new card by mail, it may take 7-10 business days for delivery.

• To set up your PIN over the phone, call 636-665-5601.

Please read the Electronic Funds Transfer Agreement/Disclosure.

If you would like to change your PIN, you can do so by:

• Stopping by any branch during normal business hours, Monday through Saturday.
• Call us at 636-665-5601

For consumer accounts, if you have provided us with your consent, we may authorize ATM withdrawals and everyday debit card purchases which may overdraw your account.

Please note: a $25 overdraft fee is assessed for each item that overdraws your account. Review the authorization form for more important information.

There are a variety of ways to contact us to opt-in for our Automatic Overdraft Program. Please select the option that is the most convenient for you:

• Contact a Bank of Old Monroe Representative by phone.
• Visit a Bank of Old Monroe branch.
• Complete the “opt-in” form.

*A Bank of Old Monroe representative may contact you for verification before enabling Automatic Overdraft for your account.