fraud and security

Fraud & Security

We're here to help with the tools you need to prevent fraud and report suspicious activity.

What to do if you suspect fraud on your account or debit card

  • Contact us immediately at the number on the back of your debit card.
  • Turn off your debit card from within your online banking account to stop additional unauthorized transactions. From your online/mobile banking menu, choose Services > Card Controls.
  • Other services you might need that you can access from your online/mobile banking menu:
    • Stop Payment - Request a stop payment on paper checks by choosing Services > Stop Payment.
    • New Debit Card - Place an order for a new debit card by choosing Services > Debit Card - Order.
    • Account Security Alerts - Opt in to receive notification immediately when changes are made to your account by choosing Settings > Alerts.
    • Transaction Alerts - Opt in to receive notification immediately when your card is used internationally or in card-not-present transaction and decide whether to allow or block certain transaction types by choosing Services > Card Controls.
Read more in our If You Suspect Fraud FAQ below.
 

 

Your account or debit card has been compromised. Now what?

Your security is our priority. Capital City Bank takes every measure possible to safeguard your account, and VISA's Zero Liability Policy protects you against any unauthorized purchases with your debit card.
 
If we suspect fraudulent activity on your account or card, you may receive a call or text alert from our 24-hour monitoring service. Learn more about these transactional Fraud Alerts FAQ below. 
 
In the event of a merchant compromise, when we receive information from VISA or law enforcement agencies that your information may have involved in a breach that occurred at a national third party vendor, you will receive notice from us via e-mail and mail informing you about steps we are taking to ensure the safety of your account and personal information. 
 
  • We may replace your card, even if there is no indication it has been misused, as a precaution to ensure the safety of your account and personal information. 
  • Your replacement debit card will arrive in the mail within a few days and will include activation instructions. 
  • Once you've activated your replacement card, destroy your old card.
  • If you have recurring debits from your debit card, such as car or insurance payments, you will need to notify these companies of your new number as soon as possible. Conversely, you do not need to worry about payments from your online banking or checking account - payments from your online banking or checking account will not be affected unless your account is closed.
 

 

How we protect you from fraud 

Your security is our priority, and we employ multiple layers of safeguards to protect your account and ensure a secure banking experience. While we are taking every measure possible to safeguard your account, your online and mobile banking service offer several tools you can take advantage of to guard against fraud now and in the future.

24-Hour Fraud Monitoring & Alerts

Capital City Bank instantly alerts you via text, e-mail, or phone if we detect suspicious activity on your account. To ensure you receive these critical alerts, please contact your local banking office or our Client Service Center to confirm that your mobile phone number and e-mail address are up to date. 

Learn more in our Fraud Alerts FAQ. 

 fraud alerts
 
Woman using digital banking on an iPad.

Online Banking Card Controls

Deactivate a card that has been compromised or lost within your online or mobile banking service, any time of day, any day of the week. 

When logged in, go to Menu > Settings > Card Controls.
 

Online Banking Transaction Alerts

Set transaction alerts to notify you immediately of international and card-
not-present purchases, or when transactions exceed an amount you
specify .

When logged in, go to Menu > Settings > Card Controls.
person using mobile banking
 

Fraud alerts

Online Banking Account Security Alerts

Don't miss important changes in your account. Elect to receive text or e-mail alerts when "watched" activity occurs - like your password is changed or an invalid log in is attempted.

When logged in, go to Menu > Settings > Alerts.

 

 

Protecting your accounts and personal information from scams

The security and confidentiality of your personal information is important to us. That's why Capital City Bank will never call, text or e-mail you and ask for your debit card PIN or online banking password to verify or authenticate your identity. In fact, there is no legitimate reason any financial institution would ever need your debit card PIN or online banking password. For a scammer, on the other hand, it's the payday they're after.

Your safest bet, if you're ever contacted and asked to provide sensitive account or personal information, is always to hang up and call us directly to verify, unless you initiated the contact or are otherwise certain about the legitimacy of the person contacting you. In the event you receive a suspicious call, text or e-mail, or notice activity you don't recognize in your online banking transaction listing, our bankers are here to take immediate action to help protect you and your accounts from further exposure.

Call 888.671.0400 to be connected to our fraud protection services department 24 hours a day, seven days a week.

Card Service Hours:

  • Monday through Friday 8 a.m. until 7 p.m., ET
  • Saturday 9 a.m. until 4 p.m., ET
  • Sunday 1 - 4 p.m., ET
  • If calling outside of Card Service hours, a block will immediately be placed on your card to prevent all future transactions. 
 

Don't take the bait

Phishing scams may try to convince you otherwise, but Capital City Bank will never call,  e-mail or text you to ask for sensitive information such as login credentials, account numbers, Social Security numbers or Secure Access Codes. 

Learn to spot and avoid the latest scams in our Fraud Alert Center.

 Phish awareness
 

SEND money

Protect your account with a strong password

Turn a memorable sentence into an acronym to make your password stand stronger against fraud.

Learn more tips and tricks in our password dos and don'ts below. 
 

Manage Your Cards Online Call Us For Assistance
Order a new card for your account, deactivate a card that has been lost, stolen, damaged or compromised right from within your online or mobile banking service, any time of day, any day of the week.

From your online/mobile banking menu, choose Services > Debit Card - Order or Card Controls.
Call us 24 hours a day, seven days a week at 888.671.0400 to be connected to our fraud protection services department. If calling outside of Card Service hours, a block will immediately be placed on your card to prevent all future transactions.

Card Service Hours:

  • Monday through Friday 8 a.m. until 9 p.m., ET
  • Saturday 9 a.m. until 4 p.m., ET
  • Sunday 1 - 4 p.m., ET
  • Plus call 24 hours to have a block put on your card if you suspect fraud
Manage Your Cards Online Call Us For Assistance
Order a new card for your account, temporarily freeze an existing card, reactivate a frozen card, or cancel and replace a card that has been lost, stolen, damaged or compromised right from within your online or mobile banking service, any time of day, any day of the week.

From your online/mobile banking menu, choose Services > Debit Card - Order or Card Controls.

Reach our bankers seven days a week for support and assistance with all your debit card-related needs, from activations and pinning to taking action on a lost or stolen card and disputing a fraudulent transaction. Call 888.671.0400 to access our Automated Banking System menu and speak with a Capital City Bank representative:

  • Monday through Friday 8 a.m. until 9 p.m., ET
  • Saturday 9 a.m. until 4 p.m., ET
  • Sunday 1 - 4 p.m., ET
  • Plus call 24 hours to have a block put on your card if you suspect fraud
If you misplace your debit card or ever have any suspicion that your card or card number could have been obtained by someone else, it’s important to take immediate action to protect your account from fraudulent transactions. For just these occasions, we make it easy to deactivate your debit card within your online banking service and CCBMobile app any hour of any day.
 
  1. Log into your online banking service or CCBMobile app.
  2. Under the main menu, click Services then Card Controls.
  3. Choose the affected debit card from the drop-down box and click Freeze Card.
A frozen card may be reactivated by selecting the frozen card in the drop-down box and clicking Unfreeze Card. You can also cancel a frozen card and order a replacement right there, on the spot.

  • Be suspicious of anyone calling, e-mailing or texting you and asking you to provide your online banking username or password, or any numbers associated with your accounts, debit cards and personal identity, even if they claim to be calling from your bank. Do not provide any personal information, and contact us immediately to report the incident.
  • Check your Capital City Bank statements on a monthly basis to ensure they match your records.
  • Shred all personal and financial information before discarding.
  • Never leave receipts at an ATM, at bank counters, etc.
  • Remove mail from your mailbox promptly and deposit outgoing mail at a post office.
  • Review your credit report annually. You are entitled to a free credit report every year.
  • Set up account alerts in your online banking service to receive real-time notification when specified transactions and security events occur.
Visit one of the offices listed below during business hours to obtain an instant-issue debit card. These work just like the debit cards you receive in the mail but offer a handy alternative for clients needing to replace a lost or stolen card on the spot. Leave the office with an active, permanent debit card in hand rather than waiting on the mail. 
ALABAMA
Chambers County
FLORIDA
Levy County
Madison County
Putnam County
Suwannee County
Taylor County
Walton County
Wakulla County
 Washington County
GEORGIA
Bibb County
Cobb County
Grady County
Laurens County
Troup County





























Enlist your mobile phone and e-mail in the battle against debit card fraud!

Enrollment in this powerful fraud-prevention tool is automatic for every client with a  Capital City Bank Visa® debit card. All you have to do is ensure you have a mobile phone number on file and recorded in the Cell Phone field, and/or e-mail address on file and recorded in the Email field.

Need to add a mobile phone number or e-mail, but aren't sure if you have one listed?
  • Call us.
  • Chat with us.
  • Log in to your online banking service or the CCBMobile app. From the Main Menu, select Services > Update Contact Information to verify your mobile phone number is listed in the Cell Phone field, e-mail address in the Email field, or update or add a mobile number or e-mail to your account.

Get the most out of your fraud protection service

Realize the full protective benefits of this powerful fraud prevention service with minimal
disruption when using your debit card with these tips:
  • Always use the electronic chip versus the magnetic strip – the electronic chip is
    more secure and less likely to be flagged.
  • When making purchases on your card, always have your phone handy so you can
    receive and respond to any alerts we might send.
  • Respond as soon as possible to avoid any disruption in debit card use. However,
    you can respond up to 72 hours after receiving an alert. If it's been longer than 72
    hours, contact your banker or our Client Service Center for assistance.
  • When traveling, it’s always good practice to notify your financial institution when
    you’ll be using your debit card outside of an area that’s normal for you. Additionally,
    keep in mind that fraud alerts rely on text and phone access, so consider an
    international calling plan when traveling abroad to ensure you are able to receive
    and respond to alert texts and phone calls.

Capital City Bank places fraud rules to protect our clients and the Bank. Clients are able to indicate, through text responses, whether they made a recent transaction or not, allowing more control of the transactions that occur on their debit cards.

When suspicious transactions are flagged, Capital City sends text message and e-mail alerts when fraud or possible fraudulent activity is suspected. Clients with a current mobile phone number listed will receive an SMS text message in real time from sender 47334.

Depending on the situation at hand, you will receive a text and/or e-mail that your transaction attempt was blocked or a possible unauthorized transaction has occurred.

  • Blocked transaction, reply YES and attempt your purchase once again. Or, reply NO if you did not authorize the transaction to let us know it is fraud.
  • Possible unauthorized transaction, you simply reply YES or NO. We handle all the rest. In certain cases, your card may be temporarily deactivated. Once you reply YES your card will be reactivated.
  • If the activity is unauthorized, reply NO to let us know it is fraud, and we will instantly deactivate your debit card to block future fraudulent transactions.
There's no enrollment - as long as you have a text-enabled mobile phone number or e-mail on file, this extra layer of protection is automatic. The alert system pulls from the Cell Phone field to confirm it is a text-enabled number, so be sure it is listed in the Cell Phone field, rather than under Home Phone or Work Phone.
For fraud alerts support, call 888.671.0400 or text HELP to 47334.
  • If you do not wish to receive alerts about suspected incidents of financial or identity fraud, you can cancel text messaging services at any time. Text STOP in response to any alert from your mobile device or by texting STOP to 47334. Clients who do not have a cell phone on file, or opt-out of text alerts will receive a phone call from 866.446.1415 to validate a transaction. It is very important that cell phone and e-mail information on file be current and accurate.
  • Opt back in to SMS fraud alert text messages by texting CCBG to 47334.
Fraud alerts are sent only when we have reason to suspect unauthorized activity has occurred involving your Capital City Bank debit card. And since the ability to receive real-time responses is critical to ensuring we can take steps to block future unauthorized transactions, they are sent via text and e-mail so you can see the alert and respond without delay.

Capital City Bank account alerts can be setup in your online banking service or CCBMobile app, allowing you to specify conditions when you would like to receive an alert, such as when your online banking password is changed, your balance reaches a certain level or a bill payment is due. You can choose to receive account alerts via secure online banking message, e-mail, phone call or text message. 
When adding your card to a digital wallet like Apple Pay or Google Pay, or a merchant app like Chick-fil-A, Target or Starbucks, you may receive an alert indicating a purchase made at “Visa Provisioning."

  • Why? It is common for thieves to add stolen cards to digital wallets, so we want to verify for your protection.
  • What’s next? If you did add your debit card to a digital wallet, respond YES to the alert you receive to continue using your card without interruption.
When making online payments or purchases, merchants may send “preauthorization transactions” to verify the method of payment first, so you might see an alert indicating a purchase of $0.00.
 
  • Why? Because as soon as the preauthorization clears, the real charge is assessed. Prompting you to verify at the time of preauthorization allows us to confirm with you before any money leaves your account.
  • What’s next? If you did attempt an online payment or purchase at the listed merchant, respond YES to continue using your card without interruption.

We use information about your purchase habits, like location, to help make better decisions about transactions that may be happening without your knowledge. So it’s always good practice to notify your financial institution when you’ll be using your debit outside of an area that’s normal for you.
 
Additionally, keep in mind that fraud alerts rely on text and phone access, so when traveling abroad, consider an international calling plan that would ensure you are able to receive and respond to alert texts and phone calls that might affect your access to your debit card.

In the event we flag a suspicious transaction, we take one of two actions to secure your account until we hear from you. All fraud alerts require a quick reply of YES or NO, and our systems process your reply immediately so it only takes seconds.

Below and the types of CCB Alerts you might receive and how to respond:


Suspicious transaction is blocked at point of purchase...

You’ll receive an immediate text or phone call.

Respond YES to authorize the transaction and retry your purchase.

Respond NO to confirm fraud, and we’ll reply with a phone number to call for additional assistance.
Debit card is suspended as a precaution after a suspicious transaction...

You’ll receive a text or phone call.

Respond YES to verify the transaction and immediately reactivate your card.

Respond NO to confirm fraud, and we’ll reply with a phone number to call for additional assistance.




























The Formula for a Strong Password
 
One easy way to create a strong password is to turn a memorable sentence into an acronym. “I waited six hours for concert tickets!” for example, becomes “Iw6h4ct!”.
DO DO NOT
  • Change your password regularly
  • Create unique, original passwords
  • Use the longest practical password
  • Use a mix of upper and lowercase letters
  • Include one or more numbers
  • Use at least one special character:`~!@#$%^&()_+={}[]:”?,./|
  • Reuse passwords for multiple sites
  • Choose something others can guess easily
  • Include personal information, such as your name, birthday, Social Security number, passport number or the names or information for family members or friends.
  • Include account numbers
  • Use sequences of characters such as 1234567 or abcdefg
  • Use repeating or adjacent characters
  • Use software or toolbars that store your password



































Keeping your financial information secure is more important than ever. Identity theft has become a prevalent crime with devastating effects. The following steps can help you protect yourself from becoming the next victim:

  • Keep all identifying information in a secure place in your home. Never carry Social Security cards or other important documents such as passports or birth certificates in your purse or wallet.
  • Double-check monthly statements to ensure they match your records.
  • Shred all personal and financial information before discarding it.
  • Do not share account numbers or other personal financial information over the telephone or Internet unless you initiated the interaction.
  • Review your credit report annually. You are entitled to a free credit report each year from one of the three main credit reporting bureaus.
Protect your social security number. If you are a victim of identify theft or suspect that it has occurred, complete an ID Theft Affidavit at the Federal Trade Commission Web site.

Credit Bureaus

Equifax
P.O. Box 740241
Atlanta, GA 30374
800.685.1111

TransUnion
P.O. Box 1000
Chester, PA 19022
800.888.4213

Experian
P.O. Box 2002
Allen, TX 75013
888.397.3742







































































Important Information
Messaging frequency depends on account activity. By giving us your mobile number, you agree that we are authorized to notify you by text message of suspected incidents of financial or identity fraud. 
Release of liability: Alerts sent via SMS may not be delivered to you if your phone is not in the range of a transmission site, or if sufficient network capacity is not available at a particular time. Even within coverage, factors beyond the control of any carrier may interfere with messages delivery for which the carrier is not responsible. No carrier will guarantee that alerts will be delivered.