Overview
Lost cards and cards that are left in a Smart Automated Teller Machine (SATM) or Interactive (Virtual) Teller Machines (ITM) can be returned to the office by the person that found the card, by mailing the card to the bank, or by the card being slipped under the front door after hours.
- If a Lost and Found Debit Card is turned in to the teller line, the card should be given to a Personal Banker, Client Experience Manager (CXM/CXMII) or X-Trained associate for processing per the Personal Banker Manual.
- If a Lost and Found Debit Card is turned into a remote office, the receiving teller must follow the procedures below.
The handling of Lost and Found Debit Cards is dependent on whether it is a Capital City Bank (CCB) client or non-client card. The following procedures are to be followed based on the client type.
*Note: Cards must NOT be retained for pickup.
DeleteRemote Offices Without Maintenance Capability
Non-Client Cards
Destroy cards:
- Destroy the card by cutting in half and placing the pieces into the office shred bin.
- No further action is required.
CCB Client Cards
Locations without an associate with card maintenance capability must follow these additional procedures for client cards:
Do the following when a CCB client debit card has been found by a remote office without maintenance capability:- Send an e-mail to _Deposit Svc-Input and include the following:
- In the subject line: "HOT CARD"
- In the body of the e-mail list:
- Client Name
- Card Number
- _Deposit Svc-Input responds when the card has been placed in a "HOT" status.
- Destroy Card by cutting in half and placing the pieces into the office shred bin.
The associate accepting the card is responsible for contacting the client.
If you are unable to contact the client by phone, leave a message or communicate via e-mail, continue to call any available numbers to make contact with the client. Follow one of the scripts under the Contact Scripts tab.
*Note: Cards must NOT be retained for pickup.
DeleteContact Scripts
E-mail Script
Dear <<client name>>,
Your Capital City Bank debit card was found by another client and turned into us. For your safety, we have cancelled the card.
If you would like a new card, we have several options:- Visit an Instant Issue Debit Card office location to have a new card printed instantly.
- Order a new card with standard delivery for a $10.00 fee.
- Request expedited delivery of new debit card for a $35 fee.
You can stop by any Capital City Bank location to order a new card or contact us at <<enter office phone number>>.
Thanks for your business!
<<CCB branded e-mail signature>>
DeletePhone Script
Hi <<client name>>. This is <<insert your name>> calling from Capital City Bank.
I'm calling to let you know your Capital City Bank debit card was found by another client and turned into us. For your safety, we have cancelled the card.
If you would like a new card with a new number, we have several options:- Visit an Instant Issue Debit Card office location to have a new card printed instantly.
- Order a new card with standard delivery for a $10.00 fee.
- Request expedited delivery of new debit card for a $35 fee.
How would you like to receive your new debit card?
Delete