Overview

Lost cards and cards left in an ATM/SATM or ITM may be returned to the office in several ways:

• By the person that found the card
• By the card being mailed to the bank
• By the card being slipped under the front door after hours

The handling of lost and found debit cards depends on whether the card is a CCB client or a non-client card.

Non-Client Card

Non-Client Card:

When a non-client card is received:

1. Destroy the card by cutting it in half.
2. Place the pieces into the office shred bin.
3. Do not retain the card for pickup.

Client Card

Client Card:

When a client card is received:

1. Place the card into a Hot status.
   • Personal bankers or cross-trained associates can perform this maintenance.
   • Offices with no card maintenance ability, see this procedure.
2. Destroy the card by cutting it in half. 
3. Place the pieces into the office shred bin.
4. Use any of the below methods to contact the client:
   1. Contact client by phone using the phone script.
      1. Call all available numbers to attempt to make contact with the client.
      2. Leave a voice message if the client does not answer.
      3. Contact the client via email using the email script.
   2. Do not retain the card for pickup.
   3. Offer to order the client a new card for the $10 fee.
5. Note: The associate accepting the card is responsible for contacting the client.

Phone Script

Phone 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 in to us. For your safety, we have cancelled the card.

If you would like a new card with a new card number, we can order one for you for a $10.00 fee. Would you like for me to order you a new card for a $10.00 fee?

Email Script

E-mail Script

Dear <<client name>>,

Your Capital City Bank debit card was found by another client and turned in to us. For your safety, we have cancelled the card.

If you would like a new card with a new card number, we can order one for you for a $10.00 fee. It will be mailed to you within 10 business days.  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!