It has happened to nearly everyone at some point in their lives; you log into your online banking account and discover a charge that you did not make.

How could this happen? One word — FRAUDSTERS!

While there are many ways for your debit card numbers to be stolen, here at NexTier Bank we see this happen mostly by skimming & shimming at ATMs or POS terminals, phishing & social engineering, and data breaches & merchant compromise.

HOW DID THIS HAPPEN?

Before we break down how to report debit card fraud and dispute the charges, let’s take a look at these common scamming trends that have criminals stealing your money.

  1. Skimming & Shimming at ATMs or POS terminals

Fraudsters install devices on ATMs, gas pumps (most common), and unattended payment terminals.

How it works:

  • Skimmers capture the card’s magnetic stripe data
  • Shimmers sit inside the card slot and capture chip data
  • Tiny cameras or fake keypads grab the PIN

Why it’s dangerous:
Debit cards tie directly to checking accounts, so losses happen fast and feel very personal to customers.

  1. Phishing & Social Engineering (the fastest-growing method) 

Common tactics:

  • Texts pretending to be the bank (“Suspicious activity detected”)
  • Fake emails asking customers to “verify” card info
  • Phone calls from imposters claiming to be fraud or tech support

What customers give up:
Card and PIN numbers, online banking credentials, and one-time passcodes (big red flag 🚩)

Why it works:
Fraudsters exploit urgency, fear, and trust—especially when they already know some customer details.

  1. Data Breaches & Online Merchant Compromise

Card info is stolen when retailers or websites are hacked, customers shop on fake or unsecured websites, or malware captures card data during checkout.

Impact:

  • Fraud may not show up until weeks or months later
  • Customers often don’t connect the fraud to where the data was originally stolen

WHAT SHOULD I DO? 

Don’t panic! NexTier Bank is here to provide you with the necessary resources to not only report fraud but also dispute the charges and get a new debit card.

If you discover fraud on your account during Customer Care Center hours (M-F, 8 am-7 pm; Sat 8 am-2 pm), contact our Customer Care Team to secure your accounts. You may need to visit your local NexTier Bank Office to complete any dispute forms.

If you discover fraud on your account after Customer Care Center hours, log into CardBoss and turn your card off. This can also be done during Customer Care Center hours to secure your account faster. If you are not enrolled in CardBoss, you can call the number on the back of your debit card to make it inactive.

By filling out a Debit Card Help Form online, it will let a member of the NexTier Bank support team know to reach out to you at the opening of business the next day.

NexTier Bank encourages all fraud victims to also report fraud to the Federal Trade Commission (FTC), the Credit Bureau, and your local police department. Here is a list of resources to help you file these reports:

  • Report fraud scams to the Federal Trade Commission (FTC) online at: https://reportfraud.ftc.gov/ or by phone at 1.877.382.4357 (9 am to 8 pm EST).
  • Report identity theft to the Federal Trade Commission (FTC) online at IdentityTheft.gov or by phone at 1.877.438.4338 (9 am to 8 pm EST). Credit Bureau Contact Information for Free Resources: https://www.identitytheft.gov/CreditBureauContacts
  • Contact your local law enforcement to file a police report. They will be able to collect information on fraud scams happening in your area.