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 calling our Contact Center at 860.446.8085 and requesting a card.
2. How do I activate my new Debit Card?
Call 1.800.992.3808 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 1.800.992.3808 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 call our Contact 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 $3,000.00 on a daily basis.
10. Is there any protection in place for my Debit Card?
Yes. With Charter Oak’s Two-Way Text Alerts Fraud Monitoring, keeping your card safe is as easy as sending a text. With our interactive fraud alerts, if our system detects suspicious activity on your card, you will receive a text message to your cell phone with details about the suspected transaction. All you have to do is respond to the text with a “yes” or “no” to confirm or deny the transaction. You may also 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. (If you haven’t updated your cell phone information with us, please send a secure message via our Online Banking service, call our Contact Center at 860.446.8085 or toll free at 800.962.3237, or visit any branch.)