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Personal Banking COVID-19 FAQs

Personal Banking COVID-19 Frequently Asked Questions

As we continue to navigate the COVID-19 situation, we have collected many of our clients’ frequently asked questions along with their answers. As always, if you have questions that are not addressed below, or need further assistance, please call First Merchants Customer Service at 1-800-205-3464 or your local banking center. Find your banking center’s phone number.

 

FAQ Category: Accessing Your First Merchants Accounts and Bankers

What transactions can be handled in the drive thru?
  • Please use the drive thru for common transactions including check and cash deposits, change orders, payments and cash withdrawals. For your safety, please refrain from walking up to the drive thru.
How will transactions that cannot be performed at an ATM or drive-up be handled?
  • Please call your local banking center to speak to a banker about making an appointment to handle your request.  If you feel sick, or are experiencing symptoms such as fever, cough, shortness of breath or sore throat, please stay home. We will work with you to reschedule your appointment or help find an alternative banking solution. Find your banking center’s phone number.
Are there other ways I can access my account?
  • Yes! You can use the available tools and resources for self-service banking and 24/7 account access through our digital banking services including mobile, online and voice banking services. Using these services, you can check balances, transfer funds, deposit checks, make payments or find the nearest ATM. If you are not enrolled in Online or Mobile Banking and you need assistance, please visit the following links or contact First Merchants Customer Service at 1-800-205-3464.

Will customers be able to access their safe deposit boxes?
  • Please call your local banking center to make an appointment so we can best service your needs. If you feel sick, or are experiencing symptoms such as fever, cough, shortness of breath or sore throat, please stay home. We will work with you to reschedule your appointment or help find an alternative banking solution.  Find your banking center’s phone number.
How will you service individuals with special needs?
  • First Merchants is committed to serving all clients, including those with special needs. Please call your local banking center to make an appointment so we can best service your needs. If you feel sick, or are experiencing symptoms such as fever, cough, shortness of breath or sore throat, please stay home. We will work with you to reschedule your appointment or help find an alternative banking solution. Find your banking center’s phone number.
Will business customers still be able to make Night Drops?
  • For banking centers with night drops, employees are currently monitoring our night drop throughout the day, and all transactions dropped before 4:00 PM will be processed the same day.
Is it safe to use ATMs?
I noticed the team that usually works at my banking center isn’t there, are they ok?
  • Due to the privacy of our team members we cannot disclose details about any of our employees.  Although you may see different bankers today, rest assured the bankers you know will be back soon.  First Merchants is taking extra precautions in all of our locations to protect our employees and clients while continuing to offer excellent service in our communities.
Does the shelter in place order mean that I can’t come to the bank if I need to?
  • Banks, to include First Merchants are deemed “essential services,” and as such, continue to serve our customers and communities by providing valued financial services. We encourage you to use our digital banking tools. If you feel sick, or are experiencing symptoms such as fever, cough, shortness of breath or sore throat, please stay home. We will work with you to reschedule your appointment or help find an alternative banking solution. Otherwise, please call us to make an appointment at a banking center. Find your banking center’s contact information.
Will I still be able to access ATMs?
  • Yes! If you find that you need to make a cash withdrawal, in addition to our drive-thru services, be assured you have access to cash 24/7 through our wide ATM network, including more than 25,000 free ATMs throughout the country using MoneyPass.
What should I do if I need to close on a loan that I applied for?
How do I make an appointment at a banking center?
  • Please call your local banking center to make an appointment. If you feel sick, or are experiencing symptoms such as fever, cough, shortness of breath or sore throat, please stay home. We will work with you to reschedule your appointment or help find an alternative banking solution. Find banking center phone numbers at https://www.firstmerchants.com/locations
How long will the temporary limited lobby service changes be in effect?
  • The safety and well-being of our clients, employees and communities remains our top priority, while continuing to serve you with as minimal disruption as possible. We are closely monitoring the situation and will provide updates via our website on our COVID-19 Updates page.
Should customers withdraw extra money given this pandemic?

FAQ Category: Top 20+ "How Do I" Questions

How do I take an advance from my HELOC online?
  • There are multiple ways you can access your Home Equity Line of Credit funds.
    • Credit Line Equity Access Checks or Credit Card – Access your funds via credit line equity access checks or credit card transaction using the Equity Access checks or card associated with your HELOC.
    • Online – Simply log in to your online banking account and easily transfer money from your HELOC directly into your checking or savings account.
    • Telephone Request – Call customer service at 1.800.205.3464 to request a credit advance from your Credit Line be applied to your designated account.
    • Request by Mail – Mail a request to your local banking center.
    • In-Person Request –Visit your local banking center to request a credit advance. 
     
How do I get copies of my monthly bank statement?
  • For a copy of your monthly bank statement, visit your local banking center or call customer service at 1.800.205.3464. You may also access statements in online banking. Under the accounts tab you’ll see tabs for “eDocuments” and “eStatements.”
How do I deposit a check with my phone?
  • To complete a mobile deposit, download our mobile banking app and log in using your online banking credentials. Select the gold plus symbol (“Mobile Deposit”) and choose which account will receive the funds. Endorse the check, take a photo and send it. The app will walk you through step by step. 
How do I sign up for text banking?
  • To add text banking, log in to online banking. Under the “Customer Service” tab, select “Manage Mobile Banking Settings and Add Text Banking.” To enroll your mobile device, select your mobile carrier and enter your mobile phone number. View and accept the terms and conditions and click “Enroll.” Select “Continue” to activate text banking. You will then receive a text message for confirmation. Reply with the activation code on screen to complete the enrollment.
How do I make a loan payment online?
  • You can use online banking to transfer your payments monthly or set up automatic recurring transfers. Log in to online banking and navigate to the “Pay and Transfers” tab. Under “Loan Payments,” select “Make a Loan Payment.” Add the account you wish to pay from and choose the account that is to receive the funds. Click “Continue” and select if you would like to make a regular payment or one with additional funds to reduce the principal. Finally, select the date the payment is to be made.
How do I sign up for direct deposit?
  • To sign up with direct deposit, use routing number 074900657 along with your account number. You can also provide your employer with a voided check if accepted.
How do I order checks for my account?
  • Please visit your local banking center or call customer service at 1.800.205.3464. You can also order checks by signing in to your online banking account and selecting “Order Checks” under the “Customer Service” tab. Select the correct account number and you will be directed to the Deluxe Checks ordering website.
How do I order a new debit card?
  • To order a new First Merchants debit card, visit your local banking center. To reorder a debit card, visit your local banking center or call customer service at 1.800.205.3464.
How do I add my debit card to my mobile wallet?
  • Access your mobile wallet on your phone and select the add card function. Add your First Merchants Mastercard® Debit Card by entering all necessary card information in the provided fields. If prompted, select a delivery method for receiving a one-time pass code. Enter that code and tap “Submit”. Once your card is added, you will receive an email confirmation. If no valid email is on file, you will receive a postcard in the mail.  
How do I use the Refer a Friend program?
  • Visit firstmerchants.com and under the “Personal” tab select “Checking.” The “Refer A Friend” tab is located at the top of the left navigation. Use the form on this page to register. After you’re registered, you can invite your friends and family. Once your friend registers for the referral offer using your personal referral link and then opens a First Merchants Bank personal checking account with a deposit of $100 or more AND completes 15 debit card transactions (excluding ATM transactions) within 60 days of account opening, you will each receive a $50 Mastercard® Reward Card. The more friends you refer, the more you can earn – up to $500 per calendar year.
How do I enroll in online banking?
  • Visit firstmerchants.com and select “Enroll Now” under “Sign in to Online Services” at the top left of the page. Select the type of account you wish to add to online banking and agree to the terms. Click “Continue” and enter your account information. If you are having trouble signing up, you can also visit your local banking center or call customer service at 1.800.205.3464.
How do I enroll in eStatements?
  • Log in to online banking and go to the “Accounts” tab. Select “eDocuments and read through the Terms and Conditions located at the lower half of the page. Copy the code listed at the bottom of the terms and enter the code in the “Confirmation Code” box at the top of the page. You will then be registered for eStatements. Open at least one statement to verify all eStatements have been created.
How do I add someone to my account?
  • You can add a signer to your account by bringing him or her with you to one of our banking centers. The new signer will need to provide two forms of ID.
How do I dispute a charge on my checking account?
  • To dispute a charge, visit your local banking center or call customer service at 1.800.205.3464 to file a dispute. However, please note that you may need to follow up at the banking center.
How do I request a refund on my account?
How do I change my name?
  • To request a name change, visit a local banking center for assistance. You will need a marriage certificate, divorce decree or court order AND an updated form of ID.
How do I update my phone or email?
  • Visit your local banking center with a valid ID and speak with a banker, or call customer service at 1.800.205.3464 to update your contact information. You can also update your contact information and other personal details by logging in to your First Merchants online banking account. Choose “Customer Service,” then “Manage Contact Information” and select “Change.”  
How do I change my address?
  • Visit your local banking center with a valid ID and speak with a banker, or call customer service at 1.800.205.3464 to update your address.
How do I enroll in Mobile Banking?
  • Once you are enrolled in First Merchants online banking, you can download the First Merchant app from the App Store/Play Store by searching for "First Merchants Mobile App." Once the app is downloaded, sign in with your online banking username and password. Choose a 4-digit code or face ID for future logins.
How do I find where your ATMs are located?
  • To find an ATM near you, visit firstmerchants.com and click the “Locations” tab in the upper right corner. In the “Location Types” field, select “ATM” and enter your address, city, state or ZIP code. To find an ATM on the mobile app, click “More” then select “ATM Locations.” Enter your city, state or ZIP code for the nearest location.

FAQ Category: Banking From Home

How can I contact a banker without visiting a banking center?
I need to open an account but don’t want to risk coming into a banking center and exposing myself. How can I open an account?
Can you help me set up access to my accounts online?
What about the limits for mobile deposit?
How do I manage my accounts and banking needs if I suspect I have contracted COVID-19?
  • You can use the available tools and resources for self-service banking and 24/7 account access through our digital banking services including mobile, online and voice banking services. Using these services, you can check balances, transfer funds, deposit checks, make payments or find the nearest ATM. If you are not enrolled in Online or Mobile Banking and you need assistance, please visit the following links or contact First Merchants Customer Service at 1.800.205.3464.

    Enroll in Personal Online Banking

    Download the First Merchants Mobile Banking App for Personal Banking

What resources do you offer for those that are not as familiar with banking digitally?

FAQ Category: Financial Relief Initiatives

How can I best use or invest these payments?
  • Child tax credit monthly payments offer a great opportunity for families to plan for their child’s future and build up savings. These payments can cover the day-to-day costs of a child’s needs, like food and clothing. But if your paycheck already covers necessities, the tax credit could help fund other short- or long-term goals.

    If you meet child tax credit eligibility, we encourage you to think about investing that money toward building your savings or starting a college or emergency fund. The amount you receive for the child tax credit over time can really add up!

How can I make sure I receive the child tax credit monthly payments?
  • If you’re eligible for the child tax credit, the best way to receive the funds is through direct deposit. If you don’t have an account with direct deposit, you can easily open a savings or checking account online or visit a banking center to enroll in direct deposit. Visit the IRS tool here to check your eligibility and manage your payments.

How much is the child tax credit?
  • The breakdown of how much you’ll receive for the child tax credit is contingent on several variables. The chart below shows how much parents who qualify for the $3,000 or $3,600 payments will receive and when they’ll receive payments.

    Month Payments for families with children 5 and younger Payments for families with children ages 6 to 17
    July 2021 $300 $250
    August 2021 $300 $250
    September 2021 $300 $250
    October 2021 $300 $250
    November 2021 $300 $250
    December 2021 $300 $250
    April 2022 $1,800 $1,500
Who's eligible for the child tax credit?
  • Eligibility for the child tax credit is based on a filer’s adjusted gross income, or AGI. Single taxpayers who earn less than $75,000 are eligible for the expanded $3,000 or $3,600 payments, depending on the age of their children. Heads of households who earn below $112,500 also are eligible for the child tax credit, as are married couples who earn less than $150,000.

    Note that single filers who earn under $200,000 and couples who earn under $400,000 will still qualify for a $2,000 credit.

How does the child tax credit work?
  • Historically, the child tax credit has provided families with dependent children with an annual tax break of as much as $2,000, which was distributed when individuals completed their taxes. But under the new bill, the tax credit is increased to $3,000 per child for eligible households with kids ages 6 to 17 and $3,600 per child for eligible parents with kids ages 5 and younger.

    This year, parents eligible for the child tax credit can also receive some of the funds in advance. Instead of waiting until you file your 2021 income taxes, qualifying families will receive half the credit in advance through child tax credit monthly payments.

    Child tax credit monthly payments were sent in July to qualifying parents and will continue to be deposited each month through December. Parents will then receive the remaining half of the credit when they file their 2021 tax returns.

My income has been impacted by the COVID-19 virus, can you help?
  • Effective immediately, impacted clients may request to defer payments up to 90 days on installment and auto loans, mortgage loans and home equity loans without impacting their credit report or incurring late fees during the deferral period. If you are experiencing financial difficulty as a result of the COVID-19 impact, please call us at (877) 556-8721 to discuss your options. We are here and are ready to work with you. You can also fill out a request online.

I lost my job and cannot make my next loan payment. What should I do?
  • Effective immediately, impacted clients may request to defer payments up to 90 days on installment and auto loans, mortgage loans and home equity loans without impacting their credit report or incurring late fees during the deferral period. If you are experiencing financial difficulty as a result of the COVID-19 impact, please call us at (877) 556-8721 to discuss your options. We are here are ready to work with you.
Are there financial assistance options available for my credit card payments?
I’ve been impacted by COVID-19 and I am worried about account fees. What are my options?
  • We understand your concerns about fees such as overdraft, insufficient fund, service and maintenance fees on your accounts. If you are experiencing financial hardship as a result of COVID-19 and are concerned about account fees, please call us at 1.800.205.3464 or contact your local banker. Find your banking center’s phone number.
Where can I learn more about the U.S. government’s stimulus payments program through the CARES Act?
What changes did the CARES Act make to Health Savings Accounts?
  • The CARES Act improves Health Savings Accounts (HSAs) to make them more versatile by covering telehealth services and over-the-counter (OTC) drugs.
What about student loan relief?

FAQ Category: Understanding Your Economic Payment Stimulus Check

What if I don’t normally file taxes? Do I need to use the non-filer tool again on the IRS website?
  • No, if you provided information to the IRS on the non-filer portal during the first round of stimulus checks, you are all set.
What if happens if my income is higher in 2020? Will I have to pay the stimulus check back?
  • If you receive a stimulus payment and your 2020 income turns out to be higher than expected, the money does not have to be paid back to the federal government.

If I owe past taxes, will my stimulus check be reduced?
  • No. The payments cannot be garnished for back taxes or by private creditors or debt collectors. This time around, the payments also cannot be reduced for past-due child support.
What happens to people who earned too much income in 2019 but lost their job in 2020? Will they still receive a stimulus check?
  • This is a really tough situation. Unfortunately, these workers are not eligible for $600 checks right away. They would get the rebate when they file their 2020 taxes in the spring of 2021.
Are Covid-19 economic impact payment stimulus checks taxable?
  • No, they are not.
How do I find out if the IRS is sending me a stimulus payment?
  • People can check the status of both their first and second payments by using the Get My Payment tool, available in English and Spanish only on IRS.gov. The tool is being updated with new information, and the IRS anticipates the tool will be available again in a few days for taxpayers.
I thought my stimulus check would be deposited to my checking account, but it was deposited to my savings account (or vice versa).
  • The account number the IRS has associated with your taxes, or the detail you entered into the IRS portal is the account to which your payment will be deposited, which may be different than the account type you selected. You can quickly transfer between accounts using First Merchants Online Banking or First Merchants Mobile App.

Why is my balance less than the amount of my check?
Why is my stimulus check not in my account?
According to the IRS portal, I should have received my deposit, why isn’t it in my account?
  • There are a number of reasons why your payment may not deposited into your account. Please contact us for assistance.

I am not a First Merchants customer but am expecting to receive a stimulus payment, will you cash my check?
I am not a customer but I have my stimulus check. Will you cash it?
When can I expect to receive my payment?
  • The IRS will begin rolling out economic impact payments on March 12, 2021. For most people, you won’t have to do anything – the payment will be directly deposited into your bank account or sent to you by check. Be aware, however, that if it & sent by check, it might take a little longer. Visit IRS.gov for more information.

Do I qualify and how much will I receive?
  • You likely qualify for an economic impact payment if:

    Taxpayers

    The majority of Americans will receive an economic impact payment that’s based on their income and the filing status on their 2019 tax return. If you haven’t filed your 2019 taxes, your 2018 return will be used to calculate the amount you’ll receive.

    Single or married filing separate

    • If your adjusted gross income is below $75,000, you’ll receive the full $600. You will also receive $600 for each child under the age of 17 you claim on your taxes.
    • If your adjusted gross income is above $75,000, you’ll receive an amount that will be reduced by $5 for every $100 in adjusted gross income above $75,000.
    • Reduced checks will go out to individuals making up to $87,000 a year (down from $99,000 in the spring 2020.)

    Head of household

    • If your adjusted gross income is below $112,500, you’ll receive the full $600. You will also receive $600 for each child under the age of 17 you claim on your taxes.
    • Reduced checks on a sliding scale are available for heads of household earning up to $124,500 annually.

    Married filing jointly

    • If your adjusted gross income is less than $150,000, you’ll receive the full $1,200. You will also receive $600 for each child under the age of 17 you claim on your taxes.
    • If your adjusted gross income is above $150,000, you’ll receive an amount that will be reduced $5 for every $100 in adjusted gross income above $150,000
    • Reduced checks on a sliding scale will go out to married couples who earn up to $174,000.

    If you don’t typically file taxes because you’re not required to based on your income level, the IRS launched a web portal where Americans who did not file a tax return in 2018 or 2019 can submit basic personal information to the IRS so that they can receive payments.

    Also, if your 2019 adjusted gross income was less than $69,000, you may be able to find one or more online tools to file your taxes for free. Review each company's offer to make sure you qualify for a free federal return. Some companies offer free state tax returns, but others may charge a fee.

    There are a few additional cases in which you may not receive an economic impact payment, including if someone claims you as a dependent on their taxes, you have a non-resident alien status, or you’re filing on behalf of estates or trusts.

    Most American adults are beginning to receive stimulus funds from the U.S. government.  The amount of funds for each adult will vary based on a number of factors. Use this calculator published by the Washington Post to estimate your stimulus funds 

    Social Security beneficiaries

    If you don’t file taxes but receive Social Security or SSEB benefits

    Most Social Security retirement and disability beneficiaries, railroad retirees and those receiving veterans’ benefits do not need take any action to receive a payment. Earlier this year, the IRS worked directly with the relevant federal agencies to obtain the information needed to send out the new payments the same way benefits for this group are normally paid. For eligible people in this group who didn’t receive a payment for any reason, they can file a 2020 tax return. 

    If you do file taxes and receive Social Security (or SSEB) benefits

    If you receive Social Security (or SSEB) and do file your taxes because you receive additional income through a pension or another source, you’ll receive your economic impact payment based on your latest tax return and the income categories above. If you haven’t filed a 2019 tax return, it will be based on your 2018 tax return.
     
    Visit IRS.gov for more information.
     

How will the IRS send my payment?
  • Your economic impact payment will either be directly deposited into your bank account or a check will be mailed to you.

    If you’re a Social Security (or SSEB) beneficiary who doesn’t need to file taxes, you’ll receive your economic impact payment the same way you receive your benefits, either by direct deposit or by check.

    No matter how you receive your payment, the IRS will send you a letter in the mail to the most current address they have on file about 15 days after they send your payment to let you know what to do if you have any issues, including if you haven’t received the payment. Visit IRS.gov for more information.

Can I provide the IRS with my bank account information for direct deposit?
  • Later this month, the IRS will launch a separate online application, “Get My Payment,” which allows taxpayers, who filed their tax return in 2018 or 2019 but did not provide their banking information on their return, to submit direct deposit information so that they can receive payments immediately, as opposed to checks in the mail. “Get My Payment” will also allow taxpayers to track the status of their payment. Visit IRS.gov for more information.

I’ve moved since I filed my taxes. How can I update my address?
  • If you provided your bank account information when you filed your taxes, the IRS will directly deposit your money into this account. They won’t need your updated address.

    Visit IRS.gov for more information.

If I still need to file my 2018 and 2019 taxes, can I still receive the economic impact payment?
  • Yes. The IRS urges anyone with a tax filing obligation who has not yet filed a tax return for 2018 or 2019 to file as soon as they can to receive an economic impact payment. Taxpayers should include direct deposit banking information on the return.

    Keep in mind that the IRS has extended the deadline for filing your 2019 taxes until July 15, 2020, and you’ll have until the end of 2020 to claim your money.

    For those concerned about visiting a tax professional or local community organization in person to get help with a tax return, these economic impact payments will be available throughout the rest of 2020.

    Visit IRS.gov for more information.

I’m not typically required to file taxes. Can I still receive the economic impact payment?
  • Yes, if you meet the eligibility requirement. While you won’t receive an automatic payment now, you can still claim the equivalent Recovery Rebate Credit when you file your 2020 federal income tax return.

    Visit IRS.gov for more information.

Not everyone in my household has a Social Security number. Can I still get an economic impact payment?
  • No. In almost all cases, everyone in the household – meaning everyone on your tax return – needs a Social Security number (SSN).

    The only exception to this is if you’re a member of the military and file a married tax return. Your spouse isn’t required to have a SSN for you to get the economic impact payment.

    Visit IRS.gov for more information.

FAQ Category: Understanding Your Mortgage and Consumer Payment Options

How do I take an advance from my HELOC online?
  • There are multiple ways you can access your Home Equity Line of Credit funds.
    • Credit Line Equity Access Checks or Credit Card – Access your funds via credit line equity access checks or credit card transaction using the Equity Access checks or card associated with your HELOC.
    • Online – Simply log in to your online banking account and easily transfer money from your HELOC directly into your checking or savings account.
    • Telephone Request – Call customer service at 1.800.205.3464 to request a credit advance from your Credit Line be applied to your designated account.
    • Request by Mail – Mail a request to your local banking center.
    • In-Person Request –Visit your local banking center to request a credit advance. 
     
How do I make a loan payment online?
  • You can use online banking to transfer your payments monthly or set up automatic recurring transfers. Log in to online banking and navigate to the “Pay and Transfers” tab. Under “Loan Payments,” select “Make a Loan Payment.” Add the account you wish to pay from and choose the account that is to receive the funds. Click “Continue” and select if you would like to make a regular payment or one with additional funds to reduce the principal. Finally, select the date the payment is to be made.
What is a forbearance plan?
  • A forbearance plan is an agreement between a homeowner and their mortgage servicer (the company they send their monthly mortgage payments to) that establishes an alternative payment schedule to reduce or suspend payments for a period of time. Importantly, mortgage forbearance plans do not reduce the principal amount owed on a mortgage, and interest continues to accrue for the duration of the plan. Homeowners who can afford to make partial payments should do so in order to lessen the amount due at the end of the forbearance.
What is a payment extension?
  • A payment extension allows the borrower to “extend” the maturity of their loan and add the current month’s principal payment to the end of the loan agreement.  The borrower then “skips” making the designated payment(s). The interest will still accrue and the customer will pay the accrued interest when they resume making their regular monthly payments.  The loan does not show as past due for any payments that are “extended or skipped”. 
Is there a fee that is charged or assessed for requesting a forbearance or extension agreement?
  • No. There are no fees or additional charges for requesting a forbearance or extension agreement. 
What if my taxes and insurance are escrowed? Will the bank continue to pay them during a forbearance or extension period?
  • Yes, First Merchants Bank will continue to pay your taxes and insurance if your loan is currently escrowing for those items.  Once you resume make regular payments, the bank will adjust your escrow payments to get your escrow account back on schedule.
Will the forbearance or extension agreement affect my credit report?
  • No. First Merchants Bank will not report you mortgage account as past due during your forbearance or extension agreement.
Will I be charged any late fees for pausing or extending my payment?
  • No. All late changes will be waived during the forbearance or extension period. Additionally, you will not be charged any additional interest during your agreement period.
How will I know if I am approved for a forbearance or extension agreement?
  • No approval is required. The forbearance or extension agreement is available for any First Merchants Bank customer that is experiencing a hardship as a result of COVID-19.  Please complete this online form to request forbearance or extension.
Can I get a forbearance or extension agreement for my vehicle or unsecured loan that I have with First Merchants Bank?
  • Yes. You can get an extension agreement for any First Merchants consumer loan that has regular monthly payment. Please complete this online form to request forbearance or extension.

FAQ Category: Protecting Yourself from COVID-19 Fraud and Scams

I received a call or text from someone claiming to represent First Merchants related to the Coronavirus (COVID-19) situation and asking for my information. What should I do?
  • Unfortunately, fraud-related schemes associated with COVID-19 are on the rise, including a text scam. Fraudsters try to take advantage of times like this. Please be extra careful and aware. First Merchants will never make an unsolicited request for any confidential information from you via email or phone call or require that you update your account details on a Web page. Do not respond to or click on links from unsolicited emails, and do not provide confidential information on an unsolicited phone call. Protect yourself against fraud using these recommendations in our Security Alert.
I have a suspicious transaction on my account. Who should I contact?
  • If you believe that you are a victim of identity theft with respect to any of your accounts or transactions with us, please notify us through any of the following channels:

    • Your local banking center
    • Your business account representative
    • Customer Service at 1.800.205.3464

    Please provide as much detail as possible about the accounts or transactions in question including dates and account or transaction numbers along with any additional information you may be aware of.

    Read more about reporting fraud.

What can I do as a consumer to prevent online and mobile fraud and protect myself from scams?