Merchants Bank will never initiate a phone call or email asking you to verify your Social Security number or account number. We may, however, contact you in the following situations: 

• If mail is returned for incorrect address and we do not have record of receiving an address change request from you. 
  
• If you are in the process of opening an account with us and we need additional information. 
  
• If you have submitted an Online Bill Payment and there is a question on the address or company information. 
  
• If you are enrolled for Online or Mobile Banking and have not used them for a period of time, or your Online Banking account is locked. 
  
• If you are a business and submit an ACH file; we will verify this with you. 
  
• If your debit card is captured in an ATM. 
  
• If your debit card or PIN mailer is returned to the Bank. 
  
• If fraud is suspected on your Merchants Bank debit or credit card. 

In these, or similar, situations, we may contact you. For your security, if you do not know the bank employee calling you, we encourage you to:

1. Write down the information being requested.
2. Call the person back by dialing your local Merchants Bank office at a number you have verified on your own. You may verify numbers through a public source, such as a phone book, or call a bank employee you do know personally. Protection of your personal information is always our top priority.
   

It’s important for you to contact Merchants before you leave to ensure the best service while you are out of town. If you make purchases in a state or country where you don't normally use your Merchants Bank card, we may think these transactions are fraud unless we know otherwise. 

When contacting the Bank regarding your travel plans, we will ask for the following information:

• Dates of your trip(s)
  
• Exact travel locations
  
• How we can contact you while you’re gone

If you have a Merchants Bank Debit Card or Credit Card - Please call us at (800) 944-6285 and ask to speak to a Customer Service Representative about your travel plans. 

We strongly recommend that you carry more than one form of payment during your trip. Interruptions within any card network are always possible. Carrying multiple forms of payment reduces frustrations when trying to complete a needed purchase. 

We work with our trusted partner, FraudWatch at Elan Financial Services, to monitor fraud trends and detect fraudulent transactions on your debit card accounts 24/7.

We will call you in the event of a suspicious transaction. You may receive a call from our partner, Elan, who will make you aware that the call is being placed on behalf of Merchants Bank.

When our partner calls you, they will ask you for some identifying information - such as the last four digits of your Social Security Number. They will never ask you for your full number. If you are uncomfortable and don't want to speak with our partner, please call your local Merchants Bank office and verify the transaction or let us know that you did not make the purchase in question.

Criminals never stop inventing new ways to steal from you. The list below includes a few security best practices that you can use to help protect your computer and private data.

• Antivirus Software - Install antivirus software to prevent viruses from infecting your computer.
  
• Antispam Software - Install antispam software to prevent unwanted SPAM and junk email messages from entering your email inbox. This will help reduce the possibility of falling victim to phishing.
  
• Antispyware software - Install antispyware software on your computer to block the installation of spyware.
  
• Email - Email is usually not a secure way to transmit private information over the Internet. If you use your normal email to send Merchants Bank a message, do not include anything confidential (account numbers or other account information).
  
• Update your software - Keep all of your software, including your operating system and Internet browser, as up to date as possible. This will help protect your computer from new security threats that appear on a regular basis.
  
• Firewall - Install a firewall to prevent unauthorized access to your computer systems.
  

• Email Fraud or Phishing – Phishing is when criminals are trying to get you to reveal private information about yourself and your Merchants Bank accounts by sending out fake emails that look like they come directly from Merchants Bank or some other legitimate institution. Merchants Bank will never ask you to provide private information via email. The criminals will use very convincing emails with realistic logos and images. The fraudulent email might also include a link to a website. You should never click on a link in an unsolicited email. When you click on a link in a fraudulent email, it might install malicious software on your computer designed to steal information from you.
• Vishing – This is (voice) phishing via the phone. The criminals will call, usually with a recorded message, instructing you to call a number and leave bank account or credit card information. Never provide private information to someone that has called you saying they represent Merchants Bank.
• SMiShing - Texting has become very popular on cell phones and smartphones. SMS (Short Message Service) is the technology used to send and receive text messages on cell phones and smartphones. Criminals are taking advantage of this technology by sending a message asking for private bank or credit account information. The message might indicate that your immediate attention is required or your accounts will be closed. The criminal might provide a website address to visit or a phone number to call. Never respond to text messages requesting private Merchants Bank account information. Merchants Bank will never ask you to provide private information via text messages, unless you are using our Text Banking service.

To access your Online Banking and Mobile Banking account information and conduct transactions with us, you will need to provide a username and password. A strong password is still one of the most important methods for securing your personal information.

Password Tips

Here are some very important ways that you can make your password stronger and more secure:

• Never tell your password to anyone else. Also, never write it down where someone else could find it.
• Be sure to change your password often, and don't use common words that can easily be guessed.
• Change your password every 90 days. More frequently is even better.
• Make sure your password is complex – include numbers and special characters as well as upper and lower case letters that is at least eight characters. Or consider using a passphrase instead of a password. A passphrase is a familiar phrase that uses other symbols or numbers to make it more complex. For example, the passphrase for “math rocks” could be m@th R0ck$. It’s easy for you to remember, but very difficult for someone else, or an automated program, to figure out.