Debit Card
Your Bank Independent Debit Card is bursting with great features and options. These FAQs will help you understand and take advantage of them all.
Q: I've misplaced my debit card! How can I temporarily suspend my card from being used for purchases while I search for it?
A: You can now suspend and unsuspend your Bank Independent Debit Card through Independent Express or through the Card Management function in Online and Mobile Banking.
Independent Express: Call (866) 478-5010, choose Option 5, Option 2, then Option 4 and follow the prompts. This will temporarily and immediately disable your debit card from being used for in-person or online transactions. When you find your card, call back and again choose Option 5, Option 2, then Option 2 and follow the prompts. If you do not locate your card, choose from one of the options described below to report your card lost or stolen.
Mobile Banking: In Online and Mobile Banking, simply select the Card Management feature from the dashboard, choose the appropriate card, then switch the toggle to deactivate your card. This will temporarily and immediately disable your debit card from being used for in-person or online transactions. When you find your card, follow the same steps to unlock. This will restore your debit card services. If you do not locate your card, use the Card Management feature or the other options described below to report your card lost or stolen.
Q: How do I report my debit card lost or stolen?
A: You have several options to report your card lost or stolen:
- Call Independent Express telephone banking at (866) 478-5010, choose Option 5, Option 2, then Option 1
- Log in to Online Banking, choose Settings and then Manage Cards, or Mobile Banking customers can use the Manage Cards icon to report your debit card lost or stolen
With any of these options, your card will be cancelled and a new one will be sent to you quickly upon request. We will also work with you to ensure that your accounts are safe and secure.
Q: How do I report suspicious transactions or suspected fraud?
A: If you find debit card purchases on your account that you have not authorized or participated in please complete this Online Dispute Form to report the issue or contact Customer Service Monday through Saturday from 8:00 a.m. to 8:00 p.m. at (877) 865-5050 or (256) 386-5000. Please note that you may still be required to visit a branch to complete the dispute process.
Q: How do I activate my new Bank Independent Debit Card?
A: There are several ways to activate your new card:
- Call our Independent Express telephone banking line at (866) 478-5010, select Option 5, Option 2, then Option 2
- Log in to Online Banking, go to Settings, then choose Manage Cards (for activation only; this will not create a PIN for you)
- Select the Manage Cards option in Mobile Banking, then select Activate Card
- Call Customer Service Monday through Saturday from 8:00 a.m. to 8:00 p.m. at (877) 865-5050 or (256) 386-5000
Q: What account will my Bank Independent Debit Card access?
A: After you use your card at a merchant or ATM/Point of Sale terminal, the funds will be debited from your designated checking account (just as if you wrote a check).
Q: I’m traveling and my Bank Independent Debit Card has just been rejected. What is the problem?
A: Because of our commitment to protect you and your account from fraud, we carefully monitor for activity that differs from your usual spending patterns, transactions that occur in locations outside of your usual activity, and attempts to perform transactions in countries that we have blocked due to high fraud activity. When this occurs, we will sometimes block activity on your debit card until we can confirm this activity is legitimate. Learn more about our debit card monitoring here.
Q: How can I avoid issues when using my debit card while traveling?
A: To minimize transaction problems and processing disruptions while you travel, please notify Bank Independent of your travel plans before you leave. You can call Customer Service at (256) 386-5000 or (877) 965-5050 Monday through Saturday from 8:00 a.m. to 8:00 p.m. or for added convenience submit a travel notice from your mobile or online account. When logged into your account, click on your profile picture, select Settings, then Travel Notices. You can also find the feature in your Card Management options
Q: How did some of the companies I paid automatically with my old debit card get my new debit card number?
A: Most likely the merchant has enrolled in Mastercard's Automatic Billing Updater (ABU) program, which automatically updates expired or cancelled debit cards with the new debit card information to replace the old card you had on file with the merchant. This convenient feature keeps you from missing payments and incurring late fees if you forget to update your billing information with your merchant when you get a new debit card. Although all card issuing institutions are required to participate in this program, merchants and customers can opt out. To opt your Bank Independent Debit Card out of the ABU program, please contact Customer Service at (256) 386-5000 or (877) 865-5050 Monday through Saturday from 8:00 a.m. to 8:00 p.m.
Q: Contactless Debit Cards and How They Work
A: Bank Independent contactless debit card is like having exact change wherever you go. A simple tap of your card or smart phone is all it takes to pay at checkout
Simply tap to pay anywhere you see the contactless symbol at checkout. This includes fast food restaurants, gas stations, convenience stores, pharmacies, stadiums and more.
If you don't see the contactless symbol, your contactless-enabled card can still be used by inserting your chip into the card reader or swiping at checkout.
Typically, when you tap your card/device at checkout, it must be within an inch or two of the contactless symbol on the terminal at the counter. Please note that if you have more than one contactless card in your wallet, you should remove the specific card you would like to use rather than tapping your wallet against the reader.
Contactless payments provide secure encryption technology and Zero Liability Protection and are as secure as your regular card.
- You're in control – your contactless-enabled card or device never leaves your hands to make a payment
- No accidental payments – your contactless-enabled card or device must be close to the reader at checkout to work
- Not billed twice – even if you tap more than once at checkout, you'll only get billed once for your purchase
Smart Swipe
These FAQs will help you understand and take advantage of this simple savings service.
Q: I used my card for purchases yesterday, but I didn't see a Smart Swipe transfer on my account last night. Why not?
A: There could be several reasons: First, Smart Swipe transfers are processed only Monday through Friday. Also, only transactions that are posted to the account during the business day are rounded up for the Smart Swipe transfer; there is often a delay in the actual posting of a debit card transaction, even though the amount is deducted from your balance at the time the purchase is made.
Q: Will you still make my Smart Swipe transfer if that transfer would overdraw my account?
A: No. If the amount of your Smart Swipe transfer exceeds the balance in your account, your Smart Swipe transfer will be cancelled for that day and will not be reattempted.
Q: Can I have my Smart Swipe transactions transferred into another person's deposit account?
A: At least one person must be on both the account from which you are transferring and the account into which your Smart Swipe transfers are being deposited.
Q: My spouse and I both use debit cards for purchases from my checking account. Will Smart Swipe round up transactions from both debit cards?
A: Yes. Smart Swipe is an account-level program, so transactions using any debit card tied to that account will be rounded up.
Q: Do online transactions qualify as Smart Swipe transactions?
A: Yes. Any non-ATM transaction will be rounded up, including online purchases, point-of-sale transactions, and debit or credit purchases using your Bank Independent Debit Card.
Q: How do I cancel my Smart Swipe enrollment?
Simply speak to a Relationship Banker at a Sales Office or contact Customer Service at (256) 386-5000 or (877) 865-5050 Monday through Saturday from 8:00 a.m. to 8:00 p.m.