August 17, 2023
Dear Farmers State Bank Customers,
We wanted to provide you an update on our FSB Debit Mastercard conversion which took place on Monday, August 14th.
First, thank you for your business – we know that there are lots of options available for your banking needs, and appreciate the trust you place in us. We want to reiterate that although conversions are very difficult, we believe that the added security features and benefits that we and you will gain from this transition will be well worth the hardships of this week.
Although the majority of our customers experienced a fairly seamless switch to a new card, we know that some have had problems with the transition, and for that, we are sincerely sorry.
We’re very glad to say that the bulk of our transition is complete. At this point, cards should be fully functional, including the new Contactless, or Tap-Pay feature. From August 14th through 16th, we weren’t fully converted, and although you could use your cards on a limited basis, you may have noticed that those transactions weren’t posting to your account. However, as of yesterday, August 16th, all transactions since conversion have posted or are on hold for posting. We’re also able now to instantly issue debit cards for customers who need one at any of our locations.
In addition, although we’ve had limited functionality on our ITMs since August 14th, we’re very happy to say that those are all back online as of today, August 17th. So you should be able to do withdrawals, cash or check deposits, check cashing, loan payments with check, cash or transfer, and balance inquiries at our ITMs in Quinton, Red Oak, Stigler and Eufaula.
Also fully operational are our new Two-way Fraud Text Alerts. Our new Fraud Department is monitoring all debit card transactions 24/7/365 and if they suspect that a transaction could be fraud, they’re going to text you from 72718. You’ll follow the text’s instructions to indicate whether you actually initiated the charge or not. If you did, the transaction will approve normally. If not, you will receive an automated follow-up call to review other transactions on your account and make appropriate updates to your card.
This new feature provides great peace of mind & convenience. Just a security reminder – we will NEVER ask you to provide us with a social security number, card number or an account number through a text or email.
We have a few new card features that are still pending, and coming soon, including:
· Digital Wallets: We’re working toward having availability for Apple Pay, Google Pay and Samsung Pay, and expect this project to be complete soon.
· Card Controls in our FSB Mobile App: This is a feature that will allow you to turn your card on and off within your FSB Mobile App in the event that you’ve temporarily misplaced it. We’re hoping to have this feature soon as well.
If your new card is not functioning properly now, please contact us at (800) 600-7117 or email us at email@example.com so we can get that corrected for you. Remember – please do not put your account or card number in an email, but provide us with a brief description of the problem that you’re experiencing along with your name and phone number.
One last thing – I want to acknowledge our Farmers State Bank employees who have worked extremely hard to lead and support our debit card conversion project. Our employees have answered a record-breaking number of calls, have worked long hours and have done whatever possible to assist our customers with this transition with patience and friendliness. I am extremely grateful for each one of them.
President & CEO