During business hours, contact a representative immediately at:
(585) 394-4260 or (800) 724-2621

After business hours, call the number below and follow the voice prompts:
(585) 394-4260 ext. 3 or (800) 724-2621 ext. 3

We can shut down the card and order you a new one. You can also monitor your transactions online, on your phone or in your statement.

If you will be using your debit card while traveling, please contact us to let us know the dates and destination, so that we can provide this information to Fraud Prevention Services in order to prevent your card from being blocked due to "out of the ordinary transactions."

We strongly encourage you to update your contact information to ensure that you are able to be reached in the event of suspected fraudulent activity. To update your information:

• Visit any of our CNB Offices and speak to a representative.
• Send a secure message within Online Banking containing your current information. In the subject line of the message, please indicate: Current Contact Information.

When you use our online banking services:

• When you log on, we require you to provide us with your login ID and password to access your online accounts.
• We have a Password Policy that your selected password must meet which improves the strength of your password.
• We will require you to change your password periodically and may restrict your re-use of previously used passwords.
• We may require you to register each new computer you use to access Online Banking. This short, one-time process ensures that only your registered computers have login ID/Password access to our services.
• We may limit the number of computers you are allowed to register for Online Banking.
• We may give you the option to NOT register a computer and accept one-time access in the case you are accessing our services via a public computer.
• Use an up-to-date, approved web browser.

When you use our telephone banking services:

• When you call in, we require you to enter your ID or account number and your selected Security Code (PIN) to access your accounts.
• For some telephone banking services (options), we may require you to accept a call-back to your registered phone numbers on file to access a menu or approve a transaction.

When you call us at the bank:

• We will ask you questions to help us determine your identity and account ownership.

We gather and monitor online and telephone banking activity to 1) understand and improve how you use our services, 2) to provide technical support or assistance or follow-up on transactions you initiate online, and 3) to investigate any suspicious or unauthorized use of our services. Any collected activity information is only used internally to provide you better service, and is never shared with anybody outside of our bank.

In combination with your online user ID, your online password is like the lock on your front door, as it provides first-level defense against unauthorized access. Choosing a weak password is like buying a cheap lock to protect your valuables. Following are guidelines for creating a strong password:

Avoid these passwords pitfalls:

• Do not choose passwords or security codes (PINs) that can be easily guessed by others. For example:
• Do not use account numbers
• Do not use personal contact information like addresses or phone numbers.
• Do not use personal information like your name, birthday, Social Security Numbers, passport numbers, or names and information for family members. This is the first information a criminal will try.
• Do not use sequences of repeating characters, like “1234567” or “abcdefg”
• Avoid using only look-alike substitutions of numbers or symbols. Passwords like “P@ssw0rd” are easily guessable by criminals, but can be effective when combined with changes in case, length, and misspellings.
• Do not use dictionary words.

Recommended password practices:

• Create unique, original passwords using a combination of numbers, letters (upper and lower case) and special characters.
• Use longer passwords, as long as you can remember them.
• Choose a password that is meaningful so you can easily commit it to memory.
• Avoid using software or toolbars that store your password.
• Change your password regularly.

Accurate customer contact information is essential in our business. Please help us update our records.

If you have recently changed your phone number(s), email, or home address, -OR- if you believe that we may not have all contact options for you in our system, please contact us.

To update your information:

• Visit any of our CNB Offices and speak to a representative.
• Send a secure message within online banking containing your current information. In the subject line of the message, please indicate: Current Contact Information.

Please visit our Online Banking FAQs under the Preferences category for information on how to set up alerts.

Please visit our Online Banking FAQs under the Preferences category for information on how to sign up for e-statements.