Keep your account secure. Register for card alerts online to set custom alerts for transactions.
Due to an increased risk of fraud, certain states and merchants may be blocked by our fraud monitoring system. In an effort to have your debit card work properly while you are traveling, please notify us when and where you will be traveling so that we can note this on your account.
SecureCode helps protect MasterCard card accounts against unauthorized Internet transactions by using identity information established between an individual cardholder and his or her financial institution.
FOCUS Bank, in conjunction with First Data, is providing this service to improve the security of payment transactions in the electronic commerce environment. Once you activate SecureCode, an authorized user of your account cannot use your card at a participating Internet merchant without authentication.
SecureCode is easy to use. When you enroll in SecureCode and use your MasterCard card for an Internet purchase at a participating merchant, a dialog window requests your password in much the same way you enter a PIN during a face-to-face transaction. After you enter your password, the information is authenticated and the transaction is submitted to your financial institution for authorization.
In the event of an unauthorized debit card transaction or ACH, please contact your nearest FOCUS Bank branch for customer service assistance or call 1-800-464-3150. If assistance is needed after-hours, please contact 1-800-523-4175 to cancel your card. In general, disputes must be filed in branch and the cardholder must be present and able to sign required dispute documents.
If you are unable to come in to a branch, please ask for our Dispute Coordinator who can provide you with email, fax or mail forms. Once you are connected to our Dispute Coordinator or an in-branch representative, you will give a description of the transaction(s) and the reason for the dispute. A specialist will gather this information and input it into a cardholder statement. This statement and instructions will be sent to you in the mail. Follow the instructions and return the statement to the Dispute Coordinator.
Provisional Credit will be issued to your account during the time period of investigation. The results of investigation will determine whether the provisional credit will be determined as final credit or revoked. You will receive a letter notifying you of the results of the investigated dispute.