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Report Fraudulent or Suspicious Activity

Contact us immediately if you suspect you have fallen victim to a social engineering attack and have disclosed information concerning your Fidelity Bank of Texas accounts.

Call us at (254) 755-6555 or visit your local Fidelity Bank of Texas branch location.

Regularly monitoring your account activity is a good way to detect fraudulent activity. If you notice unauthorized transactions under your account, notify Fidelity Bank of Texas immediately.

Fidelity Bank of Texas will not contact you requesting any of the following personal or private information: your social security number, any of your ATM/check card numbers or PINs, your access codes, or any other personal or private information. We will also never send an email or any email service asking you to "click here" or to "click on this link" to update your account information. All legitimate email messages from the Bank will instruct you to log into online banking in order to update or transmit your personal or private information.
 

In Case of Errors or Questions About Your Electronic Transactions

Send us a secure online mail message or call us at (254) 755-6555

You may also write us at:
Fidelity Bank of Texas
P.O. Box 5540
Waco, TX 76708

Contact us immediately if you think:

  • Your statement or transaction record is wrong
  • You need more information about a transaction listed on your statement
  • An unauthorized person has discovered your Online Banking credentials
  • Someone has transferred or may transfer money from your account without your permission
  • Bill payment transactions have been made without your authorization

We must hear from you no later than 60 days after we have sent the FIRST statement on which the problem or error appeared (or 90 days if the problem or error relates to a bill payment from an account maintained at another financial institution).

If you tell us verbally, we may require you to send us your complaint or question in writing or via email within ten (10) bank business days (Online Banking customers may use secure online mail). When you contact us, please provide the following information:

  • Your name and account number
  • The date and dollar amount of the transaction in question
  • The name of the Payee if the transaction in question is a payment
  • The transaction number assigned by Online Banking, if available
  • A description of the transaction about which you are unsure

Please explain as clearly as you can why you believe there is an error or why you need more information.

We will tell you the results of our investigation within 10 bank business days after we hear from you, and we will promptly correct any error we have made. If we need more time, however, we may take up to 45 days to investigate your complaint or question. In this case, we will provisionally credit your account within 10 bank business days for the amount you think is in error, so that you have the use of the money during the time it takes us to complete our investigation. If we ask you to put your complaint or question in writing, and we do not receive your letter in 10 bank business days, we reserve the right not to provisionally credit your account.

If we conclude there was no error, we will send you a written explanation within three (3) bank business days after we complete our investigation. You may request copies of the documents that we used in our investigation.

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