DEBIT CARD FREQUENTLY ASKED QUESTIONS

  1. How do I order a Debit Card?
  2. How do I activate my new Debit Card?
  3. How do I set/change my PIN?
  4. My card is expiring soon; what do I need to do to get another one?
  5. What should I do if I don’t recognize the merchant listed on my statement?
  6. Is there a foreign exchange fee?
  7. Is it necessary to notify Charter Oak before I travel?
  8. Which type do I use? Debit or Credit?
  9. Is there a limit on the amount that I can use on my Debit Card?
  10. Is there any protection in place for my Debit Card?

1. How do I order a Debit Card?

You can order a Debit Card by stopping in to any of our branch locations and requesting a card through the Teller Line or a Member Service Representative. You can also order a Debit Card by contacting our Call Center at 860.446.8085 and requesting a card.

2. How do I activate my new Debit Card?

Call 1.800.757.9848 from the phone number associated with your account and you will be prompted to answer a few security questions. Once the questions are answered correctly your card will be activated.

3. How do I set/change my PIN?

Call 1.800.757.9848 from the phone number associated with your account and you will be prompted to answer a few security questions. Once the questions are answered correctly, the system will ask for a 4-digit PIN. Once accepted, the card can be used immediately

4. My card is expiring soon; what do I need to do to get another one?

If your card is expiring there is no action required on your part to get a new one. A new card will be ordered for you automatically at the beginning of the month that your current card expires.

5. What should I do if I don’t recognize the merchant listed on my statement?

If you don’t recognize a charge from a merchant on your statement, please stop in to any of our branch locations and meet with a Member Service Representative to discuss it further, or please contact our Call Center at 860.446.8085 to discuss the charges.

6. Is there a foreign exchange fee?

Yes. The fee is 1.00% of each transaction in U.S dollars.

7. Is it necessary to notify Charter Oak before I travel?

Yes. If you are traveling, please notify us so your Debit Card will work without any issues during your travels.

8. Which type do I use? Debit or Credit?

You can use your Debit Card as either Debit or Credit. If used as Debit, you will be required to enter your 4 digit PIN. If used as Credit, you will not have to enter a PIN but you will have to sign for the transaction.

9. Is there a limit on the amount that I can use on my Debit Card?

Yes, there is a daily limit to the amount that you can use with your Debit Card. You are able to withdraw up to $500 from an ATM on a daily basis, and you can use your Debit Card in stores for up to $1,500 on a daily basis.

10. Is there any protection in place for my Debit Card?

Yes. All Debit Card transactions are put through our Fraud Detection system. If a transaction looks suspicious because it is outside of normal spending habits, you will receive a call from 1.877.253.8964, which is our Fraud Detection company trying to contact you to verify if the attempted transaction is legitimate.

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