If you think someone has used your card, your account or your identity without permission, call us before you do anything else. Telephone is the fastest way to start your claim and lets us block the card or the transfer while we look into it. A secure message in Q2 Online also starts the claim if you cannot call. The deadlines on this page come from federal rules, and some of them are short.
Call (423) 555-0142. Choose option 1 to report a lost or stolen debit card, which is answered 24 hours a day, every day. Choose option 2 for an unauthorized transaction, a suspicious call or a suspicious message. Choose option 3 for identity theft. Options 2 and 3 are answered Monday through Friday, 8:00 a.m. to 6:00 p.m. Eastern time. If money has already left your account outside those hours, choose option 1, which is answered 24 hours a day, and ask to be routed to fraud.
Do not report fraud by replying to a text or an email. If a message told you to call a number, do not use that number. Use the number above, the number on the back of your card, or the number on your statement.
| Situation | Call | The deadline that matters |
|---|---|---|
| Debit card or ATM card lost, stolen or in someone else's hands | (423) 555-0142, option 1 24 hours | Tell us within 2 business days after you learn of the loss or theft to keep your liability at $50. |
| An electronic transfer you did not authorize has already posted or appears on your statement | (423) 555-0142, option 2 | Tell us within 60 days after we sent or made available the statement that first showed the transfer. |
| A call, text or email claiming to be from Calder Bank & Trust | (423) 555-0142, option 2 | No regulatory deadline, but call before you move money, read back a passcode or click a link. |
| Someone opened an account or applied for credit in your name | (423) 555-0142, option 3 | No regulatory deadline for the federal report itself, but file at IdentityTheft.gov and place a fraud alert as soon as you can. If a Calder account was opened or used, the Regulation E and Regulation Z deadlines above still apply. |
| A credit card charge you did not make (see Credit Cards) | (423) 555-0142, option 2 | Your liability for unauthorized use is capped at $50 and has no reporting deadline. To use the billing error procedure, send written notice to the billing inquiries address on your statement within 60 days after that statement was sent to you. |
| A commercial or treasury account (see Treasury Security) | (423) 555-0142, option 2 | Report the same business day. Commercial accounts follow your deposit agreement and Treasury Gateway terms, not the consumer rules on this page. |
Call (423) 555-0142 and choose option 1. We block the card when you report it. You can also block a debit card yourself in Q2 Online or in the Calder mobile app under Card Controls. A block you set yourself stops further use of the card, but it does not tell us the card was lost or stolen or that a transaction was unauthorized, so call us or send a secure message as well so we can open a claim. Detailed steps are on Lost or Stolen Card. Ordering a replacement does not, by itself, report fraud.
For a consumer account, federal Regulation E (12 CFR 1005.6) limits what you can lose when someone uses your card without permission. The limit depends on how quickly you tell us.
| When you tell us | The most you can lose | Applies to |
|---|---|---|
| Within 2 business days after you learn the card or PIN was lost or stolen | $50 | All unauthorized transfers made with the card |
| More than 2 business days after you learn of the loss or theft, but within 60 days after we sent the statement | Up to $500 | Applies only if we can show the loss could have been stopped had you told us within 2 business days |
| More than 60 days after we sent the statement showing the first unauthorized transfer | No limit on transfers made after that 60 day period | Applies only if we can show the loss could have been stopped had you told us in time |
Extension If a good reason such as an extended trip or a hospital stay kept you from telling us on time, we will extend these periods. Tell the representative why you were delayed and we will note it on the claim.
This covers debit card purchases, ATM withdrawals, ACH debits, bill payments and person to person payments that you did not authorize. Call (423) 555-0142 and choose option 2, or send a secure message from Q2 Online. Oral notice is enough to start your claim. We may ask you to confirm it in writing within 10 business days, and we will tell you the address when you call.
Have the posting date, the amount and the merchant name as it appears on your statement. If you know the transfer was made by someone you gave your card or credentials to, say so, because that changes how the claim is handled.
| Step | Timing under Regulation E (12 CFR 1005.11) |
|---|---|
| We open the claim and determine whether an error occurred | Within 10 business days of your notice |
| If we need longer, we may take up to 45 calendar days, and we credit the disputed amount to your account so you have use of the money while we investigate, provided we have received any written confirmation we asked you for | Provisional credit within 10 business days of your notice |
| Longer investigation window for a point of sale transaction, a transfer initiated outside the United States, or a transfer that occurred within 30 days after the first deposit to a new account | Up to 90 calendar days (20 business days to provisionally credit a new account) |
| We tell you the result | Within 3 business days after we finish the investigation |
| If we decide no error occurred, we send you a written explanation | We tell you the date and amount of the debit, we honor checks, drafts and preauthorized transfers drawn against the credited amount for 5 business days after that notice, and you may ask for copies of the documents we relied on |
Regulation E covers consumer accounts held primarily for personal, family or household purposes. It does not cover business or commercial accounts. Credit card disputes follow the Truth in Lending Act and Regulation Z instead. Liability for unauthorized use of a credit card is capped at $50 and carries no reporting deadline. To use the billing error procedure, send written notice within 60 days after the statement was sent to you, addressed to the billing inquiries address printed on your card statement.
Fraud that starts as a phone call is common, and it usually does not involve a stolen card at all. The caller already knows your name, sometimes the last four digits of your account, and they use that to sound legitimate. They then ask you to do something no bank employee will ever ask you to do.
| We will never | What it means when someone does |
|---|---|
| Call you and ask you to read back a one time passcode, an authentication code or a Duo Security push approval | The caller is trying to complete a login or a payment on your account at that moment. Hang up. |
| Ask for your Q2 Online password, your security questions or your card PIN | We do not have your password and we cannot see your PIN, so we have no reason to ask. |
| Tell you to move money to a "safe account", a "protected account" or a wallet in your own name | There is no such account at any bank. Once the transfer leaves, it is very difficult to recover. |
| Ask you to buy gift cards, send cryptocurrency or wire funds to resolve a fraud claim | No legitimate claim, refund or investigation is ever settled this way. |
| Text you a link that asks you to sign in to reactivate a frozen or restricted account | Our fraud alert texts ask you to reply YES or NO about a specific transaction and never contain a sign in link. |
| Ask you to install remote access software so an employee can secure your device | The software lets the caller see your screen and move money while you watch. |
| Threaten arrest, account closure or a fine if you hang up to call us back | Pressure to stay on the line is the strongest signal that the call is not from us. Hang up and call (423) 555-0142. |
If you already gave out a passcode or a password, change your Q2 Online password immediately, then call (423) 555-0142, option 2. If you already sent money, call us the same day, and outside the hours for option 2 use option 1 and ask to be routed to fraud. Recovery depends almost entirely on how quickly we can contact the receiving institution.
Identity theft means someone used your personal information to open an account, apply for credit or take over an account you already have. Call (423) 555-0142 and choose option 3, then work through the following. If a Calder account was used and money has already moved outside the hours for option 3, use option 1 and ask to be routed to fraud.
Go to IdentityTheft.gov, the Federal Trade Commission site. It produces an identity theft report and a recovery plan. We will ask for the report number when we open your claim.
A fraud alert is free and lasts one year, and the bureau you contact must tell the other two, so one request covers all three. A security freeze is also free and blocks new credit in your name until you lift it, but a freeze has to be placed with each of the three nationwide bureaus separately. A freeze does not affect an account you already have, and you can lift it temporarily when you apply for credit.
Check the last 90 days of activity in Q2 Online or the mobile app. Note anything you do not recognize, including small transfers, address changes and new payees.
Change your Q2 Online password and your email password, then confirm the telephone number registered for Duo Security is still yours.
Request your free reports at AnnualCreditReport.com and read them for accounts you did not open. Dispute anything that is not yours in writing.
File with the police department where you live. Some creditors will not remove a fraudulent account without one. Send us the report number when you have it.
If the theft involved a Calder account, we will place additional verification on it, which means the branch or the call center will ask for more than the usual identification when you transact. That is deliberate, and you can ask us to remove it later.
Forward the message to phishing@calderbankonline.com. Send it from the account that received it, and forward the message rather than pasting a screen image, because the message headers tell us where it actually came from. We do not reply to every submission, but every submission is reviewed.
After you forward a message, delete it. Do not reply, do not call a number contained in it, and do not use an unsubscribe link, which confirms that your address is live.
Some claims require written confirmation. A credit card billing error dispute must be in writing and must go to the billing inquiries address printed on your card statement, because that is the only address that preserves your rights under Regulation Z. Send deposit account claims to:
For an unauthorized electronic transfer on a consumer account, you are protected under the liability limits above when you report on time. If our investigation runs past 10 business days, we credit the disputed amount to your account while we finish, so you have use of the money, provided we have received any written confirmation we asked you for. A transfer you authorized yourself, including one you were talked into making, is not an unauthorized transfer under Regulation E. Tell us anyway and as early as possible, because a recall request sent within hours sometimes succeeds.
Any day we are open to the public for substantially all of our banking functions, which excludes Saturday, Sunday and federal holidays. The 24 hour card line answers on those days, and a report made on the card line is treated as received on that day.
Not always. If only the card number was exposed, a new card and number is usually enough. If your account number and routing number 064209731 were exposed, we may recommend a new account number, and we will help move your automatic payments.
Do not deposit it. Funds availability is not the same as a check clearing. A counterfeit item can be returned weeks after the funds appear in your balance, and you are responsible for the amount you sent on.
Our fraud analysts may call about a specific transaction, and they will ask you to confirm or decline it. They will not ask for a passcode, a password or a PIN. If you are unsure, hang up and call (423) 555-0142 yourself. No employee will object.
Yes. Card Controls in Q2 Online and in the mobile app turn the card off immediately. See Mobile Banking. A lock you set is reversible, and it does not tell us the card was lost or that a transaction was unauthorized, so call us or send a secure message as well.
Verify it by calling the vendor at a number you already had on file, not a number in the email. Treasury Gateway clients can require dual approval on payment changes. See Treasury Security.
In Q2 Online, on your statement, or on Routing Number. Never send an account number in a reply to an unexpected message.
Blocking, replacing and reordering a card, with turnaround times, and what to do about automatic payments that were charged to the old card number. See Lost or Stolen Card.
How we protect accounts and what settings you control. See Security.
Electronic funds transfer disclosures and the deposit agreement. See Disclosures.
What we collect and how it is shared. See Privacy.
The liability limits and investigation timeframes described on this page summarize the Electronic Fund Transfer Act and Regulation E, 12 CFR Part 1005, as they apply to consumer accounts. This summary does not replace the Electronic Funds Transfer disclosure you received when you opened your account, which controls if the two differ. Request a copy at any office or from Disclosures. Credit card unauthorized use and billing error rights arise under the Truth in Lending Act and Regulation Z, 12 CFR Part 1026, and are described in your cardholder agreement.
Regulation E applies to accounts established primarily for personal, family or household purposes. Business, commercial and most trust accounts are governed by your deposit agreement, by the Treasury Gateway service terms and by Article 4A of the Uniform Commercial Code, which apply different notice periods and different allocation of loss. Commercial clients should report suspected fraud the same business day, and outside those hours should call (423) 555-0142, option 1, and ask to be routed to fraud. See Treasury Security and Treasury Resources.
Calder Bank & Trust, N.A., 401 Market Street, Chattanooga, Tennessee 37402. Main telephone (423) 555-0142. NMLS ID 448193. A national banking association regulated by the Office of the Comptroller of the Currency and a subsidiary of Calder Financial Corporation. Member FDIC. Equal Housing Lender. Content last reviewed on June 1, 2026. This page is informational and is not legal advice. If you have a complaint you believe we have not resolved, you may contact the Office of the Comptroller of the Currency Customer Assistance Group at 1-800-613-6743.