Frequently Asked Questions
ATM and Debit Cards
We have compiled some of the most frequently asked questions, and answers, to make banking with The Village Bank easier and more convenient than ever. Check back as we will be updating these pages on a regular basis.
Q. How do I activate my debit card and set/change my Personal Identification Number (PIN)?
A. There are three ways to activate your new debit card and set or change your PIN: 1) Call our Card Self Service at (800) 567-3451 from your primary phone number on file with us. 2) Contact the Customer Care Center or visit a branch. 3) If it is a replacement card, use your new card with your current PIN at an ATM.
Q. How can I request a new or replacement ATM or debit card?
A. New and replacement debit cards may be ordered in person at any branch, via online banking or by calling the Customer Care Center. Debit cards typically are received in 5-7 business days. ATM cards may be issued at any of our offices during normal business hours.
Q. What are my ATM/debit card daily limits?
A. You are allowed $500.00 in cash withdrawals per cardholder, $1,500.00 for PIN-based debit card transactions per cardholder, and $3,000.00 for signature-based debit card transactions per account per 24-hour period. If your account has more than one person on it and there is more than one debit card associated with the account, the $3,000.00 limit is shared among all cardholders.
Q. What should I think about before making an online purchase?
A. You should consider if the merchant is located outside the U.S. and whether the site you are accessing is legitimate. Please also keep in mind you never should be asked to enter your PIN online.
Q. How many Village Bank ATMs are there?
A. The Village Bank has an ATM at each of our locations.
Q. Will I be charged a fee for using a non-Village Bank ATM?
A. The Village Bank will not charge you a fee to use any ATM, anywhere in the world. Please note that other financial institutions may assess a fee. As a Village Bank customer, you have access to thousands of surcharge-free ATMs throughout the United States and Puerto Rico, by using an ATM machine that has the SUM® or Presto!® logos. For additional information, please visit the SUM or Presto! websites.
Q. What Networks are the Village Bank members of?
A. The Village Bank is a member of the following networks: Mastercard, NYCE®, Cirrus®, Plus®, Visa, SUM, and Presto!
Q. What if my card is lost, stolen or I notice unauthorized transactions?
A. If your card is lost or stolen, or to notify us of unauthorized transactions, contact the Customer Care Center immediately at (617) 969-4300. Debit card help is available 24 hours a day, seven days a week.
Q. How does The Village Bank protect my ATM/Debit Mastercard® from fraud?
A. We employ a state of the art transaction monitoring system that keeps a constant lookout for unusual activity. Fraudulent transactions tend to follow a certain pattern. Our system can help guard against fraud as it’s happening.
Q. Why does The Village Bank need to update my personal contact information?
A. To ensure we can reach you should any potential fraud be detected, we need to be kept informed with all your current contact information. Home, business, cell phone and email address are all ways we try to contact you.
Q. If I am on vacation and I cannot withdraw from an ATM, what should I do?
A. There are three general reasons why a specific ATM might not be working for you. The ATM could be out of our network, you might have exceeded your 24-hour withdrawal limit of $500, or the ATM might have a lower dispensing limit, preventing you from getting the money. You should try another ATM that is in our network, or wait until the 24-hour limit is refreshed.
Q. I am traveling out of the country. Will my ATM/debit card work where I am going?
A. To help safeguard against unauthorized transactions, The Village Bank has blocked all debit card transactions generated from outside the United States. If your plans include travel out of the country, please call our Customer Care Center at (617) 969-4300, or visit one of our branches, so we can release your card, making sure it is available for your use while you are traveling. ATM transactions are permitted anywhere in the world.
Q. I am traveling inside the United States. Should I notify The Village Bank?
A. Anytime you are traveling, you should notify us, even within the United States. The Village Bank employs a state-of-the-art transaction monitoring system to protect our customers. Transactions outside your normal spending practice might be declined, and your debit card might be restricted in order to help prevent fraud. Notifying us of any travel will help prevent issues you might have while traveling.
Q. Why does The Village Bank “block” my transactions?
A. At The Village Bank, we employ a state-of-the-art transaction monitoring system that keeps a constant lookout for unusual activity. Fraudulent transactions tend to follow a certain pattern. Our system can help guard against fraud as it’s happening. If you are having any issues with a purchase, please call our Customer Care Center at (617) 969-4300.
Q. Is there a fee for using my card in a foreign country?
A. Mastercard charges a 1% currency conversions rate on any transaction that is not in U.S. dollars.
