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Your new card, and a new level of protection.
Small chip. Big protection.
By now, you should have received your replacement Chip Debit Card. These cards were mailed over the past several months to all customers that had an open Visa® Debit Card with us. If you have not received your new Chip Debit Card, please visit or contact your local branch (business customers may contact their relationship manager) so we can get you a new Chip Debit Card as soon as possible.
All non-chip debit cards (excluding ATM cards) were closed on Wednesday, April 26, 2017.
The tiny chip on your new card helps protect you from fraud when you use it at a chip-enabled terminal or ATM by creating a one-time use code for each transaction. This makes the card more difficult to counterfeit and helps to reduce in-store fraud.
Using your new card
Small chip. Big protection.
- 1.Insert the chip end of your card into the terminal with the chip facing up. If the machine is chip-enabled, and you swipe your card first, you’ll be instructed to insert the chip.
- 2.Keep your card in the terminal throughout the transaction and follow the prompts on the screen. You can still select “credit” to sign for your purchase, or select “debit” to enter your PIN.
- 3.Remove your card when prompted and take your receipt.
If you are using a non-chip-enabled terminal or ATM, continue to use your card as normal.
Chip Card FAQs
What is a chip card?
A chip card is a credit or debit card embedded with a microchip on the front as well as the traditional magnetic stripe on the back. This “chip” creates a one-time unique code which adds an extra layer of fraud protection for in-person point-of-sale transactions when making purchases at a chip-enabled terminal or ATM. The chip does not contain any personal information.
What is the difference between a chip card and a smart card or EMV card?
The card industry utilizes these terms interchangeably as there is no difference between the cards; just different ways of referring to the same type of card, a chip card. EMV stands for Europay, MasterCard, Visa…the three associations that originally came together to develop global operating standards for chip technology. Similarly, an EMV terminal is the same as a chip-enabled terminal.
Will the use of chip cards prevent data breaches?
Although chip cards will not prevent data breaches, a chip card is much more difficult to replicate in counterfeit cards. While this technology can’t prevent all security breaches, a more secure payment technology is an important first line of defense. Remember that you are always protected by Visa’s Zero Liability Policy for unauthorized transactions.
Is there an additional fee for a chip card?
No. We are replacing all of our existing debit cards with a new chip card over the next several months; customers will not be charged for these cards. However, per our fee schedule, the Replacement Card fee would apply to subsequent requests from customers for a replacement chip card.
When will Customers Bank have chip cards?
Beginning in March 2016, the chip debit card will become the standard debit card of issue for Customers Bank; this includes new card requests and cards being replaced for lost/stolen, damaged, expired or other reasons. All existing Customers Bank debit cards will be automatically replaced with a chip card over the next several months beginning in April 2016. If you currently have a magnetic-stripe debit card, continue using it until you receive your new chip card. Note: Customers Bank ATM cards will not be changing to chip cards at this time.
Do I need to request a chip card?
There's no need to request a new chip card to replace your current card. Cards on your account will automatically be issued a new chip card and sent to you in the mail throughout 2016 and will include instructions about how to activate and select a PIN for your new card. To ensure delivery, please be sure Customers Bank has your current address on file.
If you currently use a magnetic stripe card, you can keep using it as you normally would. Cards with the magnetic stripe will work on chip-enabled terminals in the US and chip cards can be used at terminals that read magnetic stripes.
Should I request a new chip card now if I’m planning to travel overseas soon?
If you are traveling overseas, and haven’t received your replacement chip card within three weeks of your departure date, give us a call to see if a chip card is on its way to you. If not, we can certainly order a chip card at that time for any customer who wishes to have their chip debit card to use while overseas, where chip acceptance is very common.
Has my card information changed?
Yes. Your new chip card will contain a new card number, new expiration date, and new three-digit security code. As a result, after activating your new card, be sure to provide the updated card information to merchants, billers (such as utility companies) or online accounts where your payment credentials may be stored for monthly billing purposes.
What will happen with my current debit card?
Your current magnetic stripe-only card will be closed 45 calendar days from the date your new chip card is issued, or at the time your existing card expires, whichever occurs first. When you receive your new chip card it is important to do the following:
- Activate your card and select a PIN
- Provide your updated card information to billers that use your debit card for recurring or monthly billing purposes
- Destroy your current magnetic stripe-only card to avoid confusion
Taking these steps as soon as you receive your new chip card will ensure a smooth transition and uninterrupted use of your debit card.
Is chip technology new?
Chip technology is already used in over 130 countries around the world, including Canada, Mexico and the United Kingdom. It is now becoming more prevalent in the U.S. and will become the standard for card payments.
Will chip cards track my location?
No. The chip creates a one-time unique code used to process your transaction at a chip-enabled terminal or ATM and does not provide location information or have tracking capability.
Where can I use my new chip card?
Your new chip card can be used anywhere your magnetic-stripe card is used, including in-store retailers, online, over the phone and at ATMs. You can continue to use the magnetic stripe on the card as you do today at merchants and ATMs that do not yet have chip-enabled terminals. When at a chip-enabled terminal, simply insert the card with the chip facing up and keep the card in the terminal throughout the transaction. You’ll be prompted to enter your PIN or provide a signature for most transactions as you do today. Most terminals will alert you to take your card when the transaction has been completed.
Are there any situations where I could experience problems using my chip card?
When traveling outside of the U.S., some card readers at unattended terminals (such as public transportation kiosks, parking garages or gas pumps) may require a PIN. In these situations, enter your debit card PIN. Some international self-service terminals may not accept U.S. issued debit cards and may display a message such as “Transaction Cancelled”. In these cases, please locate an attended terminal to complete your transaction, or plan for an alternative payment method, such as local currency.
Why does my chip card look different?
Besides the incorporation of the embedded chip, our cards went through a makeover. For your convenience, all your card information is now located on the right-side of the card front, displaying vertically instead of horizontally, and includes the new card number, new expiration date, and new three-digit security code. Additionally, your name now appears where the card number was previously displayed. Note: Customers Bank ATM cards will not be changing to chip cards at this time.
How does my new Customers Bank chip card work?
It’s just four easy steps to make a purchase using your new chip card at a chip-enabled terminal:
- 1.With the chip facing up, insert the chip end of the card into the terminal.
- 2.Follow the prompts on the terminal screen. Note: You can still select “credit” to sign for your purchase, or select “debit” to enter your PIN.
- 3.Keep the card in the terminal throughout the transaction, or the transaction may not be completed.
- 4.When the transaction is complete, the terminal will prompt you to remove the card.
Or, if a chip-enabled terminal isn’t available, just use the magnetic stripe and use the card as you have in the past.
For transactions made over the phone or online (“card not present” transactions), nothing changes, even when using your chip card.
Why do I need to leave my card in the terminal?
The embedded microchip creates a one-time unique encrypted code for that transaction. During this time, the chip needs to stay in contact with the terminal to create the unique code. Each in-store purchase will generate a new code making the card more difficult to counterfeit or copy. If you remove your card too soon, your transaction may not be completed.
Can I “tap” or “wave” a chip card to make a purchase at a terminal?
No. Currently, we do not offer a contactless version of our chip cards, allowing you to tap or wave your card at a terminal. Chip cards must be inserted face-up into a chip-enabled merchant terminal that allows the chip to make contact with the reader to authorize and complete a transaction. Be sure to keep the card in the terminal throughout the transaction, or the transaction may not be completed.
Can I use a chip card at retailers who do not have a chip-enabled terminal?
Yes. You can continue to use the magnetic stripe on the chip card as you do today at retailers and ATMs that do not yet have chip-enabled terminals.