Serving Our Customers and Communities
Our number one priority is the health and safety of our employees, customers and communities. FirstBank & Trust is committed to providing service and standing by our customers. Below are some FAQs regarding the COVID-19 pandemic to help you navigate this unprecedented time.
Is FirstBank & Trust in a position to weather the storm?
Our balance sheet can withstand shocks – often called a fortress balance sheet, can withstand market volatility and shocks. We have:
- Sufficient Liquidity
- Strong EPS (Earnings Per Share)
- Sustained Growth
- Strong Credit Quality
FirstBank & Trust was also recognized as a Forbes Best Bank 2020!
Customer Safety and Support
What steps is the bank taking to protect the health and safety of its customers?
Our number one priority is your health and safety. We are continuing to make changes to branch operations and some have started to move to a drive thru only model. We are working together to accommodate these changes while still allowing us to serve you. We have taken proactive steps which includes enhanced cleaning procedures and other measures to limit the risk of exposure, based on recommendations from the Centers for Disease Control (CDC).
If my bank lobby is temporarily not available, is my money still insured?
Some branches may need to temporarily limit lobby operations to protect the health of their employees and customers. This may include closing a lobby, converting to drive-thru only services, or encouraging customers to use ATMs or digital channels to access their services.
Regardless of the bank’s operating conditions, your money is insured by the FDIC. The standard deposit insurance amount is $250,000 per depositor, per FDIC-insured bank, per ownership category. For a basic category-by-category overview of FDIC deposit insurance coverage, you can use the Account Categories tool.
The "Your Insured Deposits" brochure also includes more comprehensive information and examples of deposit insurance coverage for various ownership categories. You can also access the FDIC's Electronic Deposit Insurance Estimator (EDIE) to get details about your specific situation.
How are we helping customers?
We are making every effort to continue to serve the needs of our consumer and business customers. We are continuing operations, although, the way we deliver service is changing. We are sharing information on how to use our online and digital services to manage and monitor accounts.
Do I need to keep cash in my possession?
No. The Federal Reserve System has and will continue to meet the currency needs of banking customers. Be assured that sufficient resources are available to handle customer needs. Consumer are encouraged to continue to conduct transactions as they normally would. Credit and debit cards and other payment systems will operate as normal.
Keep in mind, the safest place for your money is inside an FDIC-insured bank. Having significant sums of cash to fund more than your normal activities could make you a target for theft or subject to loss. Banks will continue to ensure their customers have access to funds either directly or indirectly, and inside an FDIC-insured bank, your funds are protected by the FDIC. Since 1933, no depositor has ever lost a penny of FDIC insured funds.
Is there anyone I can speak with at the FDIC about insurance coverage?
Yes, the FDIC has a team of subject matter experts available to answer your questions. Please call 1-877-ASK-FDIC (1-877-275-3342) and ask to speak to a Deposit Insurance Subject Matter Expert.
I need to send money to a relative or a friend affected by COVID-19. How do I wire money to or from my bank?
Please contact FirstBank & Trust and we can help you send wires or find other secure methods of payment.
How can customers still do business with us?
Customers have many options to do business with us through online banking, our mobile app, ATMs, drive-ups, and the Customer Care Center.
The mobile app allows customers to make deposits, pay bills, transfer funds, send money to friends and family, and view account information.
Enroll for Online Banking
I didn't receive my direct deposit. What should I do?
Contact your employer to ensure that payroll operations are functioning and that funds were sent to the correct account. Please also verify the date they should be scheduled to post to your account.
What steps can customers take to prevent fraud?
Fraudsters may take advantage during times of vulnerability to attack individuals. Customers should utilize fraud monitoring and detection tools, and practice internal and external fraud prevention processes.
FirstBank & Trust Fraud Center
Potential types of scams include:
- Imposter Scams – Bad actors attempt to solicit donations, steal personal information, or distribute malware by impersonating government agencies (e.g., Centers for Disease Control and Prevention), international organizations (e.g., World Health Organization), or healthcare organizations.
- Investment Scams – The Securities and Exchange Commission (SEC) urged investors to be wary of COVID-19-related investment scams, such as promotions that falsely claim that the products or services of publicly traded companies can prevent, detect, or cure coronavirus.
- Product Scams – The Federal Trade Commission (FTC) and Food and Drug Administration (FDA) have issued public statements and warning letters to companies selling unapproved or misbranded products that make false health claims pertaining to COVID-19. Additionally, FinCEN has received reports regarding fraudulent marketing of COVID-19-related supplies, such as certain facemasks.
- Insider Trading – FinCEN has received reports regarding suspected COVID-19-related insider trading.
What steps can I take to prevent identity theft and what can I do if someone steals my identity?
If you feel ID theft is a concern, or have reason to believe you may be a victim of ID theft, you may place a “fraud alert” on your credit file, by contacting the fraud department at one of the three major credit bureaus below:
- Equifax: 1-800-525-6285; www.equifax.com
- Experian: 1-888-EXPERIAN or 1-888-397-3742; www.experian.com
- TransUnion: 1-888-909-8872; www.transunion.com
You only need to notify one credit bureau. The one that processes your fraud alert will notify the other two. Those two then must place fraud alerts in your file.
Placing a “fraud alert” on your credit file can help prevent a thief from opening new accounts or making changes to your existing accounts. Be aware, however, that placing an alert on your credit file also may prevent you from opening an account unless the bank can contact you and positively confirm your identity and that you are applying for credit.
In addition, people who think their personal information has been misused should contact the local police. They can also contact and file a complaint with the Federal Trade Commission by phone at 877-IDTHEFT or 1-877-438-4338 or TDD 1-866-653-4261 or on the Internet at www.identitytheft.gov.
As always, protect your Social Security number, bank account and credit card numbers, and other personal information, especially in response to unsolicited requests from strangers. Fraudsters may try to trick you into divulging personal information, or they may steal sensitive mail or documents from homes and offices.
What if there are unauthorized charges on my FirstBank & Trust credit card?
Please contact us today. You are able to file a dispute on unauthorized transactions.
What can I do to make sure I receive updates?
Please ensure we have your most recent information on file, including address, phone number and email address.
Federal Deposit Insurance Company
FDIC FAQ for Bank Customers Affected by COVID-19
Center for Disease Control and Prevention
Steps to Prevent Illness