For electronic fund transfers, if the client states that he/she did not complete the transaction, that it is fraud, or if the client requests a dispute of a transaction, then do the following:

Hello (insert client name),

Thank you for contacting Capital City Bank about unauthorized activity on your account. To ensure that no additional transactions can be made on this account until we are able to confirm the activity you are disputing, we have suspended your debit card. We’re working to resolve this issue as quickly as possible. Here’s how you can help:

1. Review your online banking transactions and check for any suspicious charges you have not already reported. If you have additional transactions that need to be reported as fraud, contact us immediately with that information.
2. If the charges were made using your debit card, destroy your debit card. We will issue you a new card. 

Here’s what we have done:

• Suspended your debit card to prevent any further unauthorized charges. 
• Opened an investigation into your dispute. If we need additional information, we will contact you. We may give you provisional credit while we conduct our investigation.

If you have any additional questions or need further assistance, please contact us. You may chat with us by selecting Chat from the main menu in your Online Banking service or online at www.ccbg.com weekdays from 7:00 AM – 10:00 PM and Saturday, 9:00 AM – noon EST. You may also reach us by through our Client Service Center at (850) 402-7550 or toll-free at (888) 671-0400, Monday – Friday, 8:00 AM – 6:00 PM and Saturday, 9:00 AM – noon EST.

Thanks for assisting us with your investigation.

Regards,

(Associate’s Name)

Client Service Center