Lost or Stolen Cards FAQs
Q. What do I do if I believe my Debit or Credit Card has been lost or stolen?
A. For Debit Cards—If you believe your KS StateBank Debit Card has been lost or stolen, please contact us immediately at 800-588-6805 during office hours (or call 866-546-8273 outside of business hours), report it through your Online Banking (under the options menu) or send us a Secure Message through Online Banking.
For Credit Cards—If you believe your KS StateBank Credit Card has been lost or stolen, please contact us immediately at 800-588-6805 or send a Secure Message through Online Banking. If you have a VISA® Credit Card, you may also contact them directly during non-banking hours at 800-423-7503.
Q. I have my permanent address on record with the bank; can I have the new Debit Card sent to a different mailing address?
A. We can only mail Debit Cards to an address we have on file for you. You can have an alternate mailing address temporarily added by stopping into one of our branches or sending a Secure Message through Online Banking with the new address information. Once we add the temporary new address, we can mail a new card to that address.
Q. If I report my card lost or stolen by calling the number on the back of my card, when will I get a new Debit Card?
A. When you report your card lost or stolen through the toll free number on your card, you are only deactivating that card. A new card will not be ordered unless you contact us by stopping into a branch or calling Client Care. After we have placed an order for your new card, you will receive the new card in 5-7 business days and a new PIN will follow shortly after.
Q. If I report my card lost or stolen through my Online Banking, when will I get a new Debit Card?
A. When you report your card lost or stolen through Online Banking, you are only deactivating that card. Once this is done, we will contact you using the contact information we have on file for you, or you can always visit a branch or call Client Care. If you would like a new card, we will place an order for you, and you will receive your new card in 5-7 business days and a new PIN will follow shortly after.
Q. I used Online Banking to report my card lost or stolen, but then I found my card. Can I reactivate it?
A. Once a card has been reported lost or stolen, you will not be able to reactivate it. A new card will need to be ordered. You can do this by visiting a branch or calling Client Care and requesting one.
Q. Once I receive my new card, how can I activate it?
A. To activate your new Debit Card, simply use it along with your new PIN at any merchant or ATM. You can also activate it through Online Banking or Telephone Banking.
Q. If I lose my Debit Card do I need to close my checking account?
A. No. You use your Debit Card to access funds in your checking account, but it does not have your checking account number on the card. Once we deactivate a lost Debit Card, it cannot be used any longer. We will then order you a new card with a new PIN.
Q. I don’t know where my Debit Card is, but think I may be able to find it. What should I do while I am looking for it?
A. We can temporarily deactivate your card if you stop into a branch or call Client Care. This way, if someone else finds it they will not be able to use it. Once you find your card, you can get back in touch with us and we will reactivate it for you without interruption. However, if you don’t find your card, let us know and we can permanently deactivate it and assist you with ordering a new card and PIN.
Q. If I lose my Debit Card, will I need to replace all the cards connected to my account?
A. No, every card that is connected to your account has a unique card number. That way you only have to cancel the card that is lost or stolen, and all your other cards will continue working.
Q. I do not recognize a Debit Card transaction on my account, what should I do?
A. If you have a Debit Card transaction on your account that you do not recognize or is unauthorized, please contact Client Care at 785-587-4000 or Toll Free at 800-588-6805 and we will be happy to give you additional information regarding the transaction. If the transaction is unauthorized, we will assist you in disputing the charges.
Q. What am I liable for if my Debit Card is lost or stolen?
A. If your Debit Card is lost or stolen we will assist you in disputing all unauthorized transactions. It’s important to notify us immediately. You have up to 90 days to dispute a transaction. After 90 days, we will not be able to get any of your funds back, and you will be responsible for any loss due to the unauthorized transactions. If you notify us within the 90 days, the amount you are liable for could vary. You are fully protected if you meet the criteria for MasterCard’s Zero Liability Protection policy. If you do not meet the criteria but notify us within four days you could be responsible for up to $50. After four days but before 90 days your loss could be as high as $300.
Q. How long will it take to get my new Debit Card?
A. Once we place the order, you will receive your new card in the mail in 5-7 business days. Your PIN number will follow a few days later.
Q. Can I receive my Debit Card faster?
A. Yes, you can have your card expedited and sent by Federal Express. If the order is placed by 11 a.m. CT, you can receive your card as early as two days later. There is a $90 fee to do this. Please note that for your security, you will need to be present at delivery. Or, if it is more convenient for you, you can have expedited cards mailed to KS StateBank for pick up.
Q. If I order a new Debit Card, can I keep the same PIN?
A. A new PIN will be mailed to you. Then you will be able to change the PIN back to the PIN you had for your previous card. In order to change the PIN, first be sure to activate your card, and then you can change your PIN at any KS StateBank ATM. If you are unable to visit a KS StateBank ATM, you can use the information on the PIN reminder that was mailed to you. The PIN reminder will contain an 800-number and a reference number that you can use to change your PIN remotely.
Q. How can I access my money while I am waiting for my new Debit Card?
A. You can still use your checks connected to your account, or stop into any of our branches and we would be happy to assist in withdrawing the funds you need while you wait. Additionally, if you have a Credit Card with us, you could use it for purchases while you wait on your Debit Card.
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