Have you been notified that your debit card may have been compromised? If so, please know that our team here at Queensborough takes that very seriously and is taking some quick action to help protect your account.

If your card has been “compromised” this may not mean fraud has or will occur on your account. It does mean, however, that your card may be at risk of fraud, so we take precautionary steps. 

Oftentimes, that includes issuing you a new card with a new number and deactivating your old card. Your new card should arrive within 5-7 business days. If you need your debit card sooner, please visit your local branch to receive an instant issue debit card.

Upon receiving your new card, please:

• Activate your new card immediately so you may continue making transactions.

• Destroy your old card and start using your new card.

• If you’ve set up recurring payments with a store or service provider, provide those companies with your new card number and expiration date.

We ask that you review your account statement for any unidentified debit card activity. You can access account information quickly by using one of the following methods:

• Sign into your Queensborough Internet Banking account by visiting www.QNBTRUST.bank or sign into your Q Mobile Banking app.

• Call Queensborough Telephone Banking at 1-877-625-2030.

• Review monthly statements that are delivered electronically  or by mail.

• Contact any Queensborough branch location. For a list of locations and hours, visit our Find A Location page.

If you identify unauthorized activity on your account, please contact us at 1-855-QNBTNOW immediately.

The following are additional security measures that you, as the customer, can take to protect yourself against the possibility of fraud and identity theft.

• Download and use our free SecurLOCK Equip App available in both the Apple and Google Play Stores to enable you to manage your Queensborough debit card. SecurLOCK Equip allows you to turn your card on and off, control the types of transactions it can be used for, and receive alerts regarding your card usage.

• Periodically obtain a credit report from one of the nationwide credit reporting agencies.

• Review the Annual Credit Report website:  https://www.annualcreditreport.com.

• Visit the Federal Trade Commission’s website for online identity theft prevention guidance.  http://www.ftc.gov/bcp/online/pubs/credit/idtheft.htm or call toll-free 1-800-IDTHEFT (438-4338).

We know the process of getting a new debit card can be a pretty big inconvenience and we apologize for that. Protecting your account is our biggest priority. Thank you for your understanding and patience. If you have any specific questions, you may contact the Queensborough Card Services Department at 1-855-QNBTNOW (1-855-762-8669).

Frequently Asked Questions (FAQs)

What is a compromised card?

A compromised card is one that information like card number, name, and expiration date may have been obtained by an unauthorized source at a merchant where you used your card. A compromised card is at risk of being used fraudulently. Cards may be compromised due to computer theft, unauthorized network intrusion, or any type of suspicious activity.

How is Queensborough responding to compromised card notifications?

Queensborough takes each compromise seriously and requires closing the compromised cards and reissuing new cards for affected customers. Customers are being notified if we are aware their card has been compromised.

If my card has been affected, does this mean I have fraudulent activity on my account?

Not necessarily. A compromised card notification does not mean fraudulent activity has occurred on your account. We recommend you review your monthly statement(s) and review your transactions daily using Online and Mobile Banking.

What do I need to do if I discover fraud on my account?

If you discover fraud on your account, contact us immediately by calling 1-855-QNBTNOW or by visiting your local branch.

Will my PIN (Personal Identification Number) change along with my card number?

There will be a sticker on the new card with the phone number to call to select your PIN.

What if I have preauthorized debits being paid from my compromised card?

Contact the merchant to inform them that the card has been closed. Once your new card arrives, you will be able to provide them with the new card details. Alternatively, you can use your account and routing number for ACH payments.

Does the compromised card mean I have to change my checking account number?

This information on your compromised card pertains only to the card. Confidential information such as your bank account number is not encoded on the card, so a new checking account is not necessary.