If the client contacts you and states that he/she does not recognize the merchant or is inquiring on a transaction, use the following script:

Hello (insert client name),

Thank you for your e-mail/ message. The merchant on this transaction is_______________________ If this is an unauthorized debit please respond to this message or contact us by chat or phone to begin the recovery process.

If the transaction is fraudulent, your debit card will be deactivated to deter any further unauthorized use and we will reorder a new card for you.

CHAT: Visit www.ccbg.com weekdays from 7:00 a.m. to 10:00 p.m. and Saturday, 9:00 a.m. – noon ET

ONLINE MESSAGE CENTER: Send a secure message through your online banking service. Select “Message Center” from the menu of options.

PHONE: Call the Client Service Center at 850.402.7500 or toll-free at 888.671.0400, Monday - Friday, 8:00 a.m. - 6:00 p.m. and Saturday, 9:00 a.m. – noon ETC.

If you have any questions or need further assistance, please reply to this message. For immediate assistance, please chat with us by selecting ‘Chat’ from the main menu within your online banking service or online at www.ccbg.com <http://www.ccbg.com> weekdays from 7:00 a.m. to 10:00 p.m. and Saturday, 9:00 a.m. - noon ET. You may also reach us by contacting our Client Service Center at 850.402.7500 or toll-free at 888.671.0400, Monday - Friday, 8:00 a.m. - 6:00 p.m. and Saturday, 9:00 a.m.- noon ET.

Thank you for contacting Capital City Bank.

(Associate’s Name)

Client Service Center