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Debit Card Calls

Many Quincy-area residents have recently been targeted by automated calls stating their debit cards have been blocked or frozen. These calls, many being made to cell phone numbers, then instruct listeners to enter their card number to unblock it.

These calls are NOT legitimate. They are attempts by fraudsters to trick you into providing them with your debit card number.  If you receive one of these calls, hang up. Please do NOT respond or enter your card number or Personal Identification Number (PIN).

It is important to always remember to NEVER give out your debit card number, PIN, account number, Social Security Number, or any other sensitive account information in response to an unsolicited call or email.

At Mercantile Bank, if we call you regarding a debit card concern, we will always identify ourselves, and we will not ask you to provide information we already have. We may ask you to verify information to authenticate your identity, but we will NOT ask you for your account numbers or complete Social Security Number.

To help you identify when a call regarding your debit card is really from Mercantile Bank, please review the two types of situations in which you may receive a call from us:

Debit Card Calls You May Receive from Mercantile Bank

  1. If we identify that your debit card may potentially be part of a merchant card breach like the recent Target breach, we may call to personally inform you of steps we are implementing to protect you and your account which may include lowering your purchasing limits and replacing your card. Again, we will identify ourselves and explain the situation.

  2. It is also possible that you may be contacted regarding a suspicious debit card transaction. To protect you at the point-of-sale, we employ a service from SHAZAM®, our debit card processing partner, called FICO™ Falcon® Fraud Manager.

    The Falcon Fraud system examines and scores incoming debit card authorization requests for potential fraud. If a score falls within acceptable limits, then the transaction is approved, if it is too high, then the transaction may be declined to protect you from potential fraud. 

    If this is the case, a SHAZAM Fraud Analyst will attempt to contact you immediately using your home and/or cell phone numbers linked to your Mercantile Bank accounts to verify the authenticity of the suspected transaction. The SHAZAM Fraud Analyst will identify himself or herself as calling on behalf of Mercantile Bank and will seek to verify your identity prior to discussing transaction information with you. In an effort to do so, they will ask a series of qualifying questions. However you will NEVER be asked to provide your debit card number, PIN, checking account number, or Social Security Number.  If you cannot be reached, you may be asked to call SHAZAM back using a toll-free number. This number is 866-508-2693. 

It is important to remember, if you ever receive a call you are uncertain about, it is better to be safe than sorry. End the call and contact the supposed caller at a number you know to be valid. You may call Mercantile Bank at 217-223-7300 or toll-free at 800-405-6372.