Card Holder Customer FAQ’s

1) My card won’t work.

a) Have you received a new debit card in the mail?

    i) NO

        (1) Please contact Two Rivers at 319-753-9100 or 515-223-3500 during business hours so that we can get a new card in your hands as soon as possible.

    ii) YES

        (1) Have you activated your card either by calling 800-708-7119 or by using your card and new PIN at a Two Rivers Bank & Trust ATM?

            (a) If, Yes.

                1. Please make sure you are using the new PIN which you received in the mail shortly after the new debit card.

                2. If you have changed your PIN by utilizing the information on your PIN mailer – the new PIN will be activated following updates which occur at 10:30am each day.

            (b) If, No.

                1. Once you have activated the card, utilized your new PIN or changed your PIN and the following day cannot utilize your card - please contact Two Rivers at 319-753-9100 or 515-223-3500 during business hours for our assistance.

* We realize that some of our customers are experiencing denials for PIN based transactions at a few merchants. We are working diligently with our processor to get this issue resolved. We apologize for the inconvenience. We appreciate your patience and your business.

2) Can I keep the same PIN?

a) Yes. There are two ways you can change your PIN.

    i) At a Two Rivers Bank & Trust ATM by first using the new PIN and selecting the PIN change option on the screen.

    ii) By calling 866-501-7133 and using the 9-digit reference code located in the PIN mailer you received.

b) PIN updates occur at 10:30am each day.

3) Why did I get a new card?

a) In order to provide our customers the most up-to-date technology and security, the bank is changing its card and ATM processing vendor. One of the benefits of this new processor is that now you can choose to have more than one checking and savings account tied to your card. This will allow you to be able to transfer funds from multiple checking and savings accounts at an ATM. You will, however, continue to have one (1) primary checking account from which you can make Point of Sale purchases.

4) I have all my mail forwarded, why wasn’t my card?

a) With debit card fraud on the rise, we’ve attached a high level of security to them by having them returned to the bank if we do not have a current address on file for you. We did not want to take the chance of having your card fall into the wrong hands.

b) If you had a forwarding order on file at the post office, your PIN would have been forwarded.

5) I have automatic payments set up, using my Debit Card. (insurance, utilities, etc). What will happen?

a) Your recurring automatic payments are considered to be pre-authorized and will continue to be processed as usual for the next 60 days. After that time, your payments will still come to us but will be re-routed manually. It is imperative that you contact your vendor and get this information changed as quickly as possible to ensure that your payments will be made timely.

6) I use PayPal (or other online payment system) and it refused to process my payment.

a) All card transactions that are not pre-authorized, meaning one-time payments, using your old card will be rejected. You will need to go into your PayPal (or other) account and change your card number and expiration date.

7) Why does my new card have a different expiration date?

a) Two Rivers Bank debit cards typically expire 36 months from the issue date. However, we have made a decision to stagger the expiration dates of our cards over a 12-month period for this original re-issue. Some cards may have a longer expiration initially but your card will expire every 36-months hereafter.

8) I used my card when I first received it but the transaction didn’t show up on my account.

a) The transactions that were accepted on the new card will show on your account on Feb. 17, the day the cards are to be activated.

9) I made a purchase with my old card that I now want to return. Will I be able to do this?

a) Yes. Shazam is not processing any purchases via the old cards but the merchant will be able to Force- Post a refund.