If money has already moved, stop reading and call. The window in which a payment can be recalled is measured in hours, not days.
Lost or stolen debit card, 24 hours a day, including weekends and holidays: 1-800-555-0177
Suspected unauthorized online banking activity, during business hours: (423) 555-0164
Card fraud and dispute enquiries: (423) 555-0116
Commercial and treasury clients, suspected unauthorized payment order: (423) 555-0125. A commercial customer must notify the Bank of an unauthorized or erroneous payment order within 14 calendar days of the report on which it appeared. That period is in Section 14 of the Online and Mobile Banking Services Agreement and it is much shorter than the consumer period.
Calder Bank & Trust, N.A. will never telephone, text or send electronic mail asking you for your online banking password, a one-time passcode, your full card number, or your card's security code, and will never ask you to approve a sign-in notification you did not initiate. We will never ask you to move money to a “secure” or “protected” account to keep it safe from fraud. There is no such account. A caller who says there is, and who knows your name, your balance and the last four digits of your card, is a criminal who has done research, and knowing those things is not proof of anything.
Call us before you do anything else, then change your password from a different device than the one you used when you were on the phone. Changing a password does not end a session that is already open, so tell us and we will end every session on your profile. If you approved a push notification, tell us that specifically; it changes what we look for.
Use this form for something that has not yet cost you money: a message you believe is impersonating the Bank, a website that is imitating ours, a call you did not trust. Do not use it to report a transaction that has already been taken from your account. That is an error resolution matter and it is subject to the 60 day window in the Electronic Fund Transfers Disclosure; telephone (423) 555-0164 instead.
Forward an electronic mail message you believe is impersonating the Bank to security@calderbankonline.com as an attachment where your mail program allows it, because forwarding inline strips the headers we need. Do not click anything in it first. Forward a suspicious text message to 7726, which spells SPAM on a telephone keypad and reaches your carrier's abuse desk, and then forward it to us as well. We do not reply to every report, and we read all of them.
If you are worried that an older adult you know is being financially exploited, tell any office or call (423) 555-0142. Bank employees are trained to place a hold on a transaction where exploitation is suspected, and Tennessee law permits us to delay a disbursement in those circumstances. You do not have to be the account holder to raise a concern, and we will not tell the account holder who raised it.
Where a report goes. Reports submitted here go to the Financial Crimes group, which reports to the Chief Risk and Compliance Officer in her capacity as the Bank's designated BSA Officer. A report may result in a filing with the Financial Crimes Enforcement Network. Federal law prohibits the Bank from telling you whether such a filing has been made, and an employee who is asked will decline to answer. That is not evasiveness; it is a criminal prohibition on the employee.
On timing. A domestic wire that has been sent can sometimes be recalled the same Business Day and rarely after that. An ACH debit can be returned within the windows the network rules allow, which for a consumer is 60 calendar days from settlement and for a business is two Business Days. A person-to-person payment through Calder Send is final once accepted and cannot be recalled at all. These are network rules and the Bank cannot vary them.
Security Center · Electronic Fund Transfers Disclosure · Online and Mobile Banking Services Agreement. Page reviewed 05/04/2026. Calder Bank & Trust, N.A. Member FDIC.