Online Banking
Personal Banking
Business Banking
Other Services
Financial Calculators
About Us
Community
Current Topics
Help Center
Home
Help Center

Lost, Stolen, or Compromised Debit Cards

What to do if your debit card is lost, stolen or compromised:

  • Call Heritage Community Bank immediately at (843) 383-4333 to have your card deactivated.
  • After business hours or on weekends, you may call our automated telephone banking system at (843) 383-2881 or (800) 299-8953. Choose option #9 to deactivate your card. You will need to know the checking account number linked to your card in order to use this option.
Or
  • Log on to your Online Banking account, click on Options/Settings, and then click on ATM/Debit Card. You will be able to deactivate your card here.
Once your card has been deactivated, you will need to contact us to request a new card to be issued. In circumstances of fraud or theft, a replacement card will be ordered for you at no charge.

What to do if fraud occurs on your account:

  • Contact the store or business that charged your account and notify them that the charge was fraudulent.
  • Contact the bank immediately at (843) 383-4333 and report the fraud. You will be asked to sign a detailed dispute form which includes information such as merchant name, the date fraud occurred, the amount and any other details that you feel may be helpful in our investigation.
  • We may ask you to come into the bank and sign affidavits of dispute to expedite your claim.

back to top

Debit Card Fraud FAQs

What is a compromised card?
A compromised card is a card that is at risk of being used fraudulently. Cards may be compromised due to computer theft, unauthorized network intrusion, or other types of suspicious activity. This can happen at a store where you shopped or as your card number and payment information travel electronically through the processing system.

How does Heritage Community Bank react to compromise notifications?
We take every compromise seriously. We may require issuance of new cards for affected customers. Customers may receive a phone call, e-mail and/or written notification if their card data has been compromised. If necessary, your replacement card will be ordered automatically and at no charge to you.

Does this mean that I have fraud on my account?
Not necessarily. In fact, among the list of card numbers we periodically receive, only a few are affected by fraud.

How can I protect myself?
You can protect yourself by faithfully reviewing your monthly statement(s). In addition, you may utilize our Online Banking System or our automated telephone banking system at either (843)383-2881 or (800) 299-8953 to review your account activity as often as you like 24/7.

When notified about a card compromise, do all financial institutions block and reissue cards?
No. Some institutions do not reissue cards at all, nor do they notify their customers of a compromise. They leave it to their customers to discover fraudulent transactions (if any) posted to their account. At Heritage Community Bank, we don’t want you to have to worry about a card number compromised today that could be utilized by a criminal months or even years from now. That’s why, whenever we become aware of a serious breach, we typically block and reissue cards as soon as we are notified that a compromise has occurred.

What do I need to do if I discover fraud on my account?
If your card has not been blocked already, call Heritage Community Bank immediately at (843) 383-4333. After hours, you may call our automated telephone banking system at (843)383-2881 or (800) 299-8953 or login to your Online Banking account to block your debit card.

What if a fraudulent transaction clears my account and I do not have enough money to pay my bills?
In some situations, Heritage Community Bank may issue you Provisional Credit while the matter is being disputed and investigated. The important thing is that you contact us as soon as you discover any fraudulent activity.

How long will it take to receive my replacement card?
Most cards are received within 10 business days from the date on your notification letter. The new PIN is typically delivered a day or two after that.

What happens if I do not receive my card by this time?
Please contact us at (843) 383-4333 and we will track the status of your card and report back to you.

What do I do when I receive my new Debit Card?
Cut up the old compromised card and start using the new card immediately. In order to activate your new card, you will need to perform a transaction using your PIN at any ATM.

Will my PIN number change along with my card number?
Yes, the new card number will have a new randomly generated PIN number, because the card and PIN could both be compromised. To change your PIN number, come into either the Hartsville branch office or the Camden branch office of Heritage Community Bank.

Is there a charge for the new card?
No, there is no charge for your replacement card.

What if I do not want to have my compromised card blocked?
Compromises are serious. Fraudulent activity may occur if the card is not blocked and it could occur days, weeks, months or even years from now. The fraud dispute process can be inconvenient and cumbersome. While many customers do not experience fraud when a compromise is reported, the risk exposure still exists if the cards are not blocked and replaced. To protect our customers, minimize inconvenience and losses, Heritage Community Bank may require that compromised cards be replaced.

What if I have preauthorized debits made to my compromised card number?
You should contact the merchant(s) immediately upon receipt of your replacement card(s) and provide them with the new card number and expiration date. This process may be as simple as logging into the corresponding merchant(s) site and updating the information yourself. If this is not the case, you may need to write to them to let them know of a card number change.

There are other authorized users with Debit Cards on this account; does this affect their card(s) too?
It may, but each Debit Card number is unique. If other authorized users on your account have Debit Cards that were also compromised, we will take the same measures with each of those cards as we have with yours.

Can this information be used to steal my identity?
The information encoded on the compromised card pertains strictly to the card, potentially including the card number and expiration date. Confidential information such as Social Security Numbers, driver’s license numbers, addresses and dates of birth are not stored on the card.

What can I do to keep this from recurring?
Unfortunately, we have no way of stopping criminals from "hacking" into databases of merchants or merchant processors. One way to reduce your risk is to reduce the use of your debit card on the Internet.

What else can be done to insure that fraud doesn't occur on my card?

  • Always know where your card is. If you misplace it, call Heritage Community Bank immediately so we can block the card from use
  • Never write your PIN on the card
  • Never carry the written PIN with you
  • Faithfully review your statement(s) as soon as you receive them
  • Better yet, utilize our Online Banking System or automated telephone banking system at (843)383-2881 or (800) 299-8953 and review your account activity daily or weekly, as often as you’d like
  • Call us immediately if you see anything suspicious

If fraud does occur on my account, what should I do?

  • Contact the store or business that charged your account and notify them that the charge was fraudulent
  • Contact the bank immediately at (843) 383-4333 and report the fraud. You will be asked to sign a detailed dispute form which includes information such as merchant name, date fraud occurred, what the reply was when you contacted them, the amount and any other details that you feel would be helpful in our investigation
  • We may ask you to come into the bank and sign affidavits of dispute to expedite your claim

back to top

Online Banking FAQs

How much does Online Banking cost?
Online Banking is FREE to all Heritage Community Bank customers.

How do I establish an Online Banking account?
You may complete an Online Banking Enrollment Form (available at any branch) and either drop it off at any of our locations or mail it to:

Heritage Community Bank
ATTN: Online Banking
P.O. Box 2255
Hartsville, SC 29551

What if not all my accounts appear on my account list?
You must be a sole or joint owner on an account to have it added to your profile. If an account falls in this category and is not shown on your listing, you may send a secure message to a Heritage Community Bank representative using the “Contact” button on the Online Banking site or simply call a bank representative to have it added.

What happens if I open a new account after I am already signed up for Online Banking?
New accounts do not automatically appear on the system, and you must be sole or joint owner of the account to have it added to your profile. If an account falls in this category and is not shown on your listing, you may send a secure message to a Heritage Community Bank representative using the “Contact” button on the Online Banking site or simply call a bank representative to have it added.

How far back can I view my balance information?
Online Banking allows transaction history inquiries for a maximum 30 days and you can view one year of statements.

When will my transfers show in my account?
All transfers to deposit accounts made Monday through Friday before 9:00 p.m. will show in your account immediately. All transfers made on a weekend or bank holiday will be processed on the next business day.

What happens if I forget my Password?
You may stop in your local branch office of Heritage Community Bank, call a Heritage Community Bank representative at 843-383-4333 during standard business hours or E-mail the bank at support@heritageonline.biz to have your password reset. Your Online Banking ID will remain the same. For some ideas for >stronger passwords, click here.

What should I do if I think someone has my access codes?
Immediately change your current password by clicking “Options/Settings” on the toolbar, or by contacting the bank at 843-383-4333 during standard business hours or by E-mailing the bank at support@heritageonline.biz.

What kind of browser do I need to have?
We recommend that your browser support 128-bit encryption with SSL protocol. This will be a requirement at some point in the future.

What happens if I don’t log off of the system?
The Online Banking system has a 10-minute time out feature. If the system has been inactive for over 10 minutes, the user will be required to re-enter their ID and password.

I use Online Banking at home and at work. Do I have to rename my accounts in both places?
No. The account pseudo names or “nicknames” are not stored on your PC, but on our Online Banking system. Therefore, they will remain the same no matter where you are.

I share a checking account with someone else. Do we both need to sign up for Online Banking?
Yes. Each individual will be given a separate User ID and password.

Are there limits on the number of transfers I can make?
The Online Banking system does not limit the number of transfers you can make. However, Federal Regulations limit the number of withdrawals and transfers on certain types of savings accounts and money market accounts. If you are unsure about the restrictions on your accounts, please contact us at 843-383-4333.

When are emails answered?
In general, we will respond within one business day of receipt either by email or phone. When sending email messages, please keep in mind that email isn’t always secure. Therefore, when sending us an email message, do not include any sensitive information like account numbers, balances, passwords or Social Security numbers.

Will I still get an account statement?
Yes, we will send monthly or quarterly statements to all of our customers.

Can I still write checks on accounts that I have access to in Online Banking?
Yes!

Do I have to change my password number?
We require you to change your password number every 3 months for security purposes.

back to top

Bill Pay FAQs

Who can I pay through Online Bill Payment?
You can pay anyone in the United States from the next door neighbor, to the utility company, to another bank and even a child in college across the country.

Who is a Payee?
A payee is anyone to whom you would pay a bill or send a check. The most common payees include utility companies, your landlord, mortgage company, department stores, and credit card companies. Payees also can include individuals such as the person who mows the lawn, the local grocery store, and your favorite charitable organization.

When will the money be taken out of my account?
If the Bill Pay is by paper check, allow up to 10 or more business days. If the Bill Pay is an electronic payment, the funds are debited at noon on the scheduled payment date or the next business day.

What if I do not have enough money in my account?
If the Bill Pay is by paper check, it may be paid, taking your account into the negative or it may be returned. In either case, your account will be charged the standard Non-sufficient Funds fee. If the Bill Pay is an electronic payment, the bill will not be paid until funds are available. If more than 3 business days have passed without sufficient funds, the payment is voided .

How late in the day can I enter, edit, or delete a payment?
You may add, edit or delete payments Monday through Friday (excluding holidays) up until 1:00 p.m. EST the day the payment is scheduled. Anything entered between 1:00 p.m. EST on Friday and 11:59 a.m. EST on Monday will be posted with Monday's transactions.

What happens if I have a payment scheduled for a weekend day or a holiday?
Scheduled payments that occur over a weekend will be processed on Monday. Any new payments that are entered after 1:00 p.m. EST on Friday, scheduled for the upcoming weekend, will be processed on Monday. Holiday processing is done the business day immediately following the holiday.

Can I use Online Bill Payment from outside the U.S.?
Yes, as long as you have a bank account with Heritage Community Bank and access to the Internet.

How long are the history records retained in the payment HISTORY section?
Payment History records are kept for a minimum of one year.

How far in advance should I set up a payment to insure it is paid on time?
Check payments should be scheduled at least 10 business days in advance of the payment due date. Electronic payments should be made 3-5 business days in advance. You may want to set up a payment to yourself so you can see how the process works.

Are there any minimum and maximum payment amounts?
Yes. The minimum amount you may make a payment for is $0.01. There is no maximum amount for Bill Pay as long as you have collected funds in your account.

How far in advance can I schedule payments?
You may schedule payments up to 90 days in advance of the first due date. Recurring payments can have an end date of any year in the future.

Can I postdate a single payment?
Yes, just set the payment date for any date in the future. Single payments are actually set up into two categories: current and future payments, which allow the user to schedule payments in the future or for the current date.

Can I have multiple payments to the same payee on the same day?
You can make multiple payments to the same payee as long as the payment amounts are different. For your protection, the system will not pay duplicate items in the same day.

Can I stop a payment?
Yes, but only for Bill Payments made by paper check. Bill Payments which initiate an electronic payment cannot be stopped. To stop a payment made by paper check, obtain the check number by viewing the Online Banking Bill Pay history then place a stop payment online or by visiting a local Heritage Community Bank branch office.

What does the “status” field indicate on the payment HISTORY page?

  • Payment Pending - The payment has been processed, but not yet sent
  • Payment Processed - The payment has been processed and sent
  • Hold - The payment has a research request on it and has not been processed
  • Stopped - You have requested the payment to be stopped. It cannot be processed again

How many payees may I have set up?
You can set up to 99 payees through the Internet.

Can I edit vendor addresses?
No. You will have to set up a new vendor with the correct address and delete the old one.

What can I do to keep this from recurring?
Unfortunately, we have no way of stopping criminals from "hacking" into databases of merchants or merchant processors. One way to reduce your risk is to reduce the use of your debit card on the Internet.

How do I know if a merchant is electronic or check?
Once you have set up the vendor/merchant, look at the VIEW PAYEES screen to see how the payment will be sent.

Can I set up recurring payments?
Yes. You can set up recurring payments in the following frequencies:

  • Weekly
  • Bi-Weekly
  • Monthly
  • Semi-Monthly
  • Quarterly
  • Annually
  • Semi-Annually

Will the memo field that I fill out when setting up a payment be passed on to the merchant?
No. The memo field is for your personal records; however the account number that you entered when you added the payee to your Personal Payee List is printed on the check. This allows the payee to know which account to apply the payment to. Additionally, the Payment Description field is printed on the check.

How much does Online Bill Payment cost?
Online Bill Payment is totally FREE with Heritage Community Bank.

What is the difference between a transfer and a bill payment?
A transfer refers to the ability to move funds between individual accounts that are linked to you, such as savings and checking. A bill payment takes the place of writing a check.

How will I know what payments have been made?
Through the Online Banking System, you will be able to view the transaction on your screen. The payment will also appear on your monthly bank statement. Keep in mind that we only make the payments you authorize, you are in control of your account at all times.

Do I need to contact my payees to tell them I’m using Online Bill Payment?
No. Using Online Bill Payment will not change the way your payments are credited or how money is moved through your accounts.

Should I enter my Online Bill Payment transactions into my check register?
Yes. Enter your online bill payments into your check register just as you would an ATM withdrawal or a regular check payment. That way, you’ll be able to properly reconcile your checkbook with your statement each month.

Will I still have a floating period of time when my payment is posted by the payee, but the funds do not clear my account for a couple of days?
For electronic payments, the day you tell us to pay the bill, the payment will come out of your account. For bill payments by paper check, float will apply as it does with any check.

What is my Due Date?
The due date is the day your payment must be received by the payee, not including your grace period. The due date is usually located in the bill you receive in the mail from the payee.

back to top

Online Banking Browser FAQs

What types of Internet browsers can I use to access my accounts online?
Use one of the following supported browsers:

Supported Browsers
PC
Mac/iPad/iPhone
Microsoft Internet Explorer (IE) Version 9.0 and Higher  
Firefox Version 25 and Higher  
Safari   Current Version
Google Chrome Current Version Current Version

What if I am not using one of the supported browsers?
You may experience issues with Internet Banking. If this occurs, please download one of the browsers listed and attempt the action again. Links to download the browsers are below.

Can I use a Beta version of one of the Browsers above?
We do not recommend using a Beta version of any browser. When new versions of browsers are fully tested and deemed compatible with the Internet Banking product, they will be updated on the supported browsers list.

The following types of browsers and tools are not recommended or supported for use with Internet Banking:

  • Embedded Browsers contained within Personal or Commercial Financial Management Software (Quicken, Quickbooks, Money, etc.)
  • Browser Add-Ins and Toolbars (Google, Yahoo, etc.)

If you are using a non-supported browser, an embedded browser or a browser add-in, you may experience functionality issues with Internet Banking. If this occurs, please download one of the browsers listed above or remove the add-in and attempt the action again.

Download one of the supported browsers now!

Internet Explorer
Firefox
Safari
Google Chrome
Internet Explorer
Firefox
Safari
Safari

back to top