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FREQUENTLY ASKED QUESTIONS
My debit or credit card is lost or stolen. What should I do?
If you suspect your
card is lost or has been stolen, call 1.800.528.2273 (if inside the U.S.) or 1.812.647.9474 (if outside the U.S.) IMMEDIATELY to report it and prevent unauthorized charges to your account. Our Security & Fraud Prevention Team is available 24/7/365 to assist you.
If you suspect your
card is lost or has been stolen, there is a different number to call: 1.800.883.0131 (if inside the U.S.) or 1.727.570.4881 (if outside the U.S.). Please call IMMEDIATELY to report it and prevent unauthorized charges to your account. Our Security & Fraud Prevention Team is available 24/7/365 to assist you.
What happens when I report my debit or credit card as lost or stolen?
Lost or stolen cards are immediately de-activated so they can no longer be used to make purchases. We will also review your account for signs of fraudulent activity and may request verification that transactions in process and recently completed transactions were authorized by you. If we confirm someone unauthorized is using your account, we may report fraudulent activity to the appropriate law enforcement agencies.
We will send a replacement debit or credit card with a new account number to your address of record as soon as possible. You should receive it within 10-14 business days.
What should I do if my identity is stolen?
If you become a victim of identity theft, it’s important to take action quickly to minimize the damage and limit your liability for unauthorized charges.
As you work through the steps below, document everything
– everyone you contact, their contact information, when you called and with whom you spoke. Being organized and keeping good records of your actions will help you resolve things faster and ensure you don’t miss anything, so track all of the details, especially the additional steps you need to take, additional documentation needed, and how to submit it (and to whom).
What to do:
If you are a LegalShield customer, contact LegalShield first.
They are experts in handling identity theft, and will help you with the steps that follow.
Contact all financial institutions you have accounts with
, starting with your bank and any other institutions through which you have debit or credit cards or loans, so they can immediately freeze your accounts to prevent any additional transactions from being processed.
Contact the Fraud Department of all 3 credit reporting bureaus
(Equifax, Experian and TransUnion) and request a freeze on your accounts, and a fraud alert statement on your credit report. This will hopefully prevent any additional fraudulent accounts from being opened in your name. Request and immediately review a copy of your credit report from each agency, and report all fraudulent activity.
Contact any businesses affected by the fraud
to alert them and prevent any additional transactions.
Contact the police
and report the identity theft. You will likely need to submit a copy of the police report to your financial institutions, the credit agencies and any businesses affected to verify the theft has been reported to law enforcement.
Review all account statements and activity for at least the last 3 months
, so you are aware of all fraudulent activity that has occurred and can notify everyone who needs to be notified.
otify any companies whose payments may be delayed
while your financial accounts are being secured and new account numbers and debit/credit cards issued.
Additional resources for more information about fraud and identity theft:
Social Security Administration Identity Theft Information
Federal Trade Commission – Consumer Information on Identity Theft
Identity Theft Resource Center
How can I reduce my risk of Identity Theft?
Here are some things you can do to maximize the security of your identity and your accounts, and reduce your risk of becoming a victim of identity theft:
Monitor all of your financial account and credit report activity
Set up email or text notifications for your financial accounts so you are notified as transactions are processed.
Review all account statements each month.
Request and review your free annual credit report from all 3 credit bureaus every year at
Safeguard your personal and account information
Sign up for email delivery of bills and account statements. Receiving bills and account statements by email eliminates all of the risks associated with receiving paper documents by mail.
If you prefer to receive bills and statements by mail, have your mail delivered to a secure post office box.
If your mail is delivered to your home, use a locked mailbox.
If your mailbox is not locked, collect your mail as soon as possible after it is delivered each day. If you will be away, ask the post office to hold your mail until you return, or ask a friend, family member or trusted neighbor to collect it for you each day.
Shred all documents that contain sensitive information using a cross-cut shredder rather than just throwing them away.
Store documents securely, preferably in a locked file drawer, locked box or safe deposit box.
Do not share your credit/debit cards or PIN numbers with anyone.
Store PIN numbers separately from your credit/debit cards in a secure location (locked file drawer, locked box or safe deposit box).
Do not provide personal information (account numbers, credit/debit card numbers or Social Security numbers) over the phone. If a company needs that information, call the company directly at their regular number so you know you are speaking with an authorized representative and can confirm the request for that information is legitimate.
Sign up for LegalShieldSM Identity Theft Protection
Get dedicated support from experts in identity theft if your identity is stolen with the Standard Service.
Get ongoing monitoring and notifications of all credit report activity with the Premium Service.
Learn more about LegalShieldSM
See How can I keep my personal and account information secure online just below for web and email security tips to help keep your identity and your information safe.
Watch Hill Bank will NEVER contact you by phone, mail, email or any other method and ask you to disclose or verify your password, PIN, Social Security number or account number. If you ever receive such a request from someone who claims to be from the bank, please call 513.231.7871 immediately and let us know.
How can I keep my personal and account information secure online?
There are many common sense precautions and security best practices that will help keep your personal and account information secure. Here are some recommendations:
Do not share your passwords or your debit or credit card PIN with anyone.
Sharing passwords and PIN numbers with others leaves you vulnerable. If you have to share your password or PIN with someone for some reason, be sure to change it as soon as possible to secure your account after they have done what was needed.
Choose smart passwords that are difficult for someone else to figure out.
Avoid using commonly used passwords like “password” and “123456” – instead, try using a passphrase with capital letters, symbols and numbers added for additional security. Don’t use information that is commonly known or that you share online in social media as your passwords; if anyone online can find out your child’s or pet’s name by looking at your social media posts (or if everyone who knows you knows that information), using it as your password is not a safe choice.
Use a unique password for every account– don’t use the same password more than once.
Having one password for multiple accounts means that if someone cracks your password once, they can access every account that password was used for. It is much more secure to have a unique password for every account, so that if your password is compromised, the risk is limited only to that one account.
Change your passwords periodically.
Passwords should be changed every few months or whenever they may have been compromised. If you hear of a data breach, change your passwords immediately to keep your accounts and information secure.
Be sure no one is looking when you enter your password or PIN.
Make sure you enter your password or PIN carefully so that no one nearby or behind you can see what you are entering. If you are in a location where you cannot shield your keystrokes as you enter them, change locations or computers or wait until you can enter it privately rather than risking someone seeing your password.
Store your passwords securely.
Write down your passwords and store them safely, away from your computer and any prying eyes that may pass by your computer. Storing passwords on a post-it note next to your computer means anyone who passes by your computer can easily find and steal them; better to store them in a locked drawer or file cabinet that only you have access to.
Think carefully before storing your passwords online “in the cloud.”
No online document storage solution (like Google Docs or Dropbox) is 100% safe, so it may actually be
secure to write passwords down and save them in a locked drawer or locked box than to store them online. If you are going to store your passwords online, protect the document with a password and don’t name the document “Passwords” or anything else that makes it easy for hackers to find your information.
Web Browser Security
Verify your browser is secure before entering sensitive information.
If a website is secure, you will see a lock in the address bar of your web browser and the web address will begin with “https” instead of “http.” If you do not see the lock AND the “https,” do NOT attempt to log in – unless you see BOTH the lock and the “https,” information you enter is NOT secure.
When you have finished using Online Banking or Mobile Banking, click Log Out to end your session.
Don’t use the Back button on your browser or navigate to another site; log out completely to end your session.
Do not submit personal or sensitive information in an online form unless it is secure and you trust the site’s owner.
Assume all online forms are not secure unless they are provided by a trusted source and appear on a secure page. Secure website pages have a web address that starts with “https” not “http,” AND you will see a lock in the address bar of your web browser. If in doubt, handle all inquiries that require sharing of sensitive information by calling the business or agency directly.
Do not send personal information like account numbers, Social Security numbers, logins or passwords by email.
Email is not secure unless special encryption software is used (which is very rare). Assume your email is not secure and do not use it to send sensitive information. If you need to submit a document by email that contains sensitive information, secure the document with a password and do not include the password in the email the document is attached to– either provide the document password over the phone, or if you must email the password, send it separately, preferably from a different email account. Better still, send the document by fax.
Be careful about clicking links you receive in an email, and be wary of unsolicited or unexpected emails, especially if they are requesting sensitive personal information.
“Phishing” and “spoofing” scams involve hackers sending emails that look like they were sent from friends of yours, or like an “official” communication from a company or organization. These emails may contain links that install malware on your computer, track your keystrokes when you enter your username/password information, or take you to a fake website designed to look similar to a company’s real website but which instead capture your login information. Legitimate emails do not request sensitive personal information like account numbers, passwords or your Social Security number. If you receive an email from a friend or contact with a link that looks suspicious, do not click it – instead,
the email your friend or contact and ask them to confirm whether they sent the link to you. (
Don’t click ‘reply
’ – the reply could be redirected to the malicious sender.) If you receive an “official-looking” email from a company or organization that asks you to click a link or button to log into your account, don’t click it – instead, navigate to the company’s website directly in your web browser and then log into your account and take whatever action is needed from there. If in doubt about the authenticity of an email, call the company or organization to verify its legitimacy before clicking or responding.
2110 Beechmont Ave.
Cincinnati, OH 45230
3549 Columbia Parkway
Cincinnati, OH 45226
3521 Columbia Parkway
Cincinnati, OH 45226
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2110 Beechmont Ave.
Cincinnati, OH 45230