LOST OR STOLEN ATM/DEBIT CARD
Lost or Stolen ATM/Debit CardIf you believe your ATM or Debit Card has been lost or stolen, or that your account has been affected by a non-authorized transfer or debit without your permission, you need to call (305) 223-7219 immediately and speak to a representative in our Electronic Banking Department. After regular business hours, please call 1 (800)-236-2442. Additionally, you may write us at Terrabank, N.A., Electronic Banking Dept, P.O. Box 140460, Coral Gables FL 33114-0460.
You should call this number or write to us immediately if you believe there are fraudulent transactions made on your account without your permission.
Customer Complaint Policy
TERRABANK N.A. is focused on providing financial services in compliance with all Federal and State regulatory policies including but not limited to consumer protection, fair lending and civil rights laws. The Principles and Values of TERRABANK N.A. include putting the customer first as well as consistently reflecting a focus on honesty, integrity and responsibility.
In the event a complaint needs to be filed with TERRABANK N.A., the individual can:
- Contact the Ombudsman or Security Officer of TERRABANK N.A. at (305) 448-4898.
- Notify in TERRABANK N.A. in writing at:
3191 Coral Way, 9th Floor
Miami, FL 33145
The complaint should be submitted in writing, if possible, and should include the following information:
- A description of the act or practice that is thought to be unfair or deceptive, or in violation of existing law or regulation, including all relevant facts.
- The name and address of the complainant.
Response to a complaint sent directly to TERRABANK N.A. will be typically provided to you in writing within 10 business days.
In the event a complaint is not resolved to your satisfaction, you may contact our federal regulator, OCC, for further review at OCC Customer Assistance Group, 1301 Mckinney Street, Suite 3450, Houston, TX 77010, or you may fax the complaint to FAX: (713) 336-4301 or contact the OCC directly at 1 (800) 613-6743, Monday - Friday, 7:00 a.m. to 7:00 p.m.; Central Time or by sending an e-mail to Customer.Assistance@occ.treas.gov
If there are any questions or comments, contact TERRABANK N.A. at (305) 448-4898.