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FAQ

ATM & Visa Debit Cards
What is a chip-enabled card?
Chip-enabled cards are regular plastic credit or debit cards with an embedded microchip. The chip protects in-store payments because it generates a unique, one-time code that is needed for each transaction to be approved. It is virtually impossible for fraudsters to replicate this feature in counterfeit cards providing greater security and peace of mind when used in-store. A chip card also has a magnetic stripe on the back of the card.  This process makes your chip-enabled card information more difficult to steal and therefore makes your chip card more difficult to counterfeit.
Are chip-enabled cards new?
Although chip-enabled cards are relatively new in the U.S., they have been used elsewhere for many years. In some countries, particularly in Europe, merchants may be more familiar with accepting chip cards than magnetic stripe cards.
How does chip technology protect my information?
Every time you use your card at a chip-enabled terminal, the embedded chip generates a unique transaction code. The unique transaction code is only good for one transaction, making it difficult to counterfeit or copy your card information.
General Questions
- How do I replace a lost or stolen chip-enabled card?
 
Please contact us or visit your local branch.
 
- I found a card for one of your customers; how can I report this?
 
Please contact us or visit your local branch.
 
- What information is stored on the chip-enabled card?
 
The chip stores information needed to complete your purchase, such as card number and expiration date.
 
- What should I do if I see suspicious activity on my account?
 
Please contact us or visit your local branch.
 
- Can account data from a chip-enabled card be stolen and fraudulently used?
 
All chip-enabled cards offer protection from unauthorized use of your card or account information. While chip technology generates a one-time use code that’s difficult to counterfeit, the account information may still be subject to compromise.
 
- I will be traveling, is there anything I need to do in order to use my chip-enabled card?
 
For your security, please contact us before you travel out of state or to any foreign country. In certain states or countries, it may be necessary for us to block certain ATM or debit card transactions.  If we are aware of your travel plans we can ensure there is no disruption when using your card.
 
- Where can I use my chip-enabled card globally?
 
Having a chip-enabled card allows you to use your card when traveling internationally because chip card readers are already standard in Canada, Mexico, South America, Europe and Asia. We also recommend that you carry an alternate method of payment, such as local currency, in case you encounter an unattended kiosk that requires a PIN. Where there is no EMV terminal your card will still function using the magnetic stripe on the back just like today.
 
- Are there any fees for using my chip-enabled card in a foreign country?
 
There is a 0.8% or 1% exchange fee charged on all foreign transactions, plus any foreign currency exchange rates and PIN-based fees (if applicable). Refer to your Schedule of Fees for more details.
About My Debit Card
- How do I activate my chip-enabled debit card?
 
You can activate your card in one of two ways. Please have the following available: the account holder social security number, date of birth and zip code, and your enclosed card.
 
1. Come in: Perform any PIN-Based transaction at any merchant or ATM to activate your card. (Fees may apply to PIN-based transactions. Refer to your Schedule of Fees for more details.)
 
2. Call: Call toll-free (855) 271-7580 and select option 1 to activate your card through our Automated Phone System. To help us better serve you, call from a phone number on file with the bank.
 
- I received my chip-enabled debit card in the mail but I did not receive or cannot find the PIN mailing that was sent to me, what do I do?
 
Please contact us.
 
- Where can I use a chip-enabled debit card?
 
You can use your chip-enabled card in ATMs, and anywhere Visa® is accepted. You can swipe your card just like you do today using the magnetic stripe on the back of the card, if a chip-activated terminal is not yet available. The terminal or the cashier will prompt you to insert and leave the card in the terminal until the transaction is complete if it’s activated for chip.
 
- Are there any fees for using my chip-enabled debit card?
 
There are no fees when you select CREDIT for signature-based purchases. If you select DEBIT, or the merchant routes the transaction as DEBIT, a fee may be assessed regardless of whether a PIN was entered. Refer to the Schedule of Fees for more details.
 
- How do I pay with my debit card at a chip card reader?
 
Instead of swiping the card at the merchant card reader, insert the chip end of your card with the chip facing up, follow the prompts and remove your card when the transaction is complete. If a signature is required, sign and take your card when you’re done.
 
- Can I swipe my chip-enabled debit card to pay?
 
Yes, if a merchant is not chip-enabled, you can swipe your card. Choose CREDIT for signature-based purchases or DEBIT and enter your PIN for PIN-based transactions (if requested). Fees may apply to PIN-based transactions. Refer to the Schedule of Fees for more details.
About My ATM Card
- Where can I use my chip-enabled ATM card?
 
You can use your chip-enabled card in ATMs, and anywhere NYCE is accepted. Fees may apply to Non-NYCB ATMs. ATM cards linked to savings accounts may incur additional charges.  Refer to the Schedule of Fees for more details.
 
- Are there any fees for using my chip-enabled ATM card?
 
ATM cards can only perform PIN-based transactions - fees may apply.  ATM cards linked to savings accounts may incur additional charges.  Refer to the Schedule of Fees for more details.
 
- How do I pay with my ATM card at a chip card reader?
 
Instead of swiping the card at the merchant card reader, insert the chip end of your card into the reader with the chip facing up. Follow the prompts, enter your PIN, and remove your card when the transaction is complete. Fees may apply to PIN-based transactions. ATM cards linked to savings accounts may incur additional charges. Refer to the Schedule of Fees for more details.
 
- Can I still swipe my chip-enabled ATM card to pay?
 
Yes, if a merchant is not chip-enabled, you can swipe your card. Choose DEBIT and enter your PIN for PIN-based transactions (if requested). Fees may apply to PIN-based transactions. ATM cards linked to savings accounts may incur additional charges. Refer to the Schedule of Fees for more details.
Using My Card
- What is the difference between a PIN-based transaction and a Signature-based transaction?
 
A PIN-based transaction is when you use your card as a DEBIT, which may require you to enter your 4 digit Personal Identification Number (PIN) before completing a transaction. Fees may apply to PIN-based transactions. Refer to your Schedule of Fees for more details.
 
A Signature-based transaction is when you use your card as a CREDIT and process a transaction through Visa, which require a signature for verification. In some cases, for small purchase amounts, a signature may not be required. ATM cards cannot perform CREDIT transactions. ATM cards linked to savings accounts may incur additional charges. Refer to the Schedule of Fees for more details.
 
- How do I change my PIN on an existing card?
 
To change a PIN on an existing card please contact us. You will need your current PIN to make this change.
 
Note: For business cards, only the owner/signer can request a new PIN.
 
-What do I do if I’m asked to enter a PIN?
 
All merchants should allow for a signature (CREDIT) or PIN (DEBIT) option. If the merchant card reader prompts for a PIN code, it may allow you to “Cancel” the transaction in order to process the transaction as a credit. You may also be able to select “Enter” or “Continue” to bypass the PIN request. ATM cards cannot perform CREDIT transactions. Fees may apply to PIN-based transactions. ATM cards linked to savings accounts may incur additional charges. Refer to the Schedule of Fees for more details.
 
- Do I need to sign the back of my chip-enabled card?
 
Yes, you need to sign the back of your chip-enabled card for security purposes.
 
- Does my chip-enabled card work at the ATM?
 
Yes, you can use your card to get cash, check your balance and more.  Be sure to insert the chip end of your card into the ATM with the chip facing up. Insert your card, follow the prompts, and remove your card when the transaction is complete.  Fees may apply to Non-NYCB ATMs. Refer to the Schedule of Fees for more details.
 
- What if my chip-enabled card doesn’t work when I insert it into the chip terminal?
 
Some merchants may have chip terminals, but they may not be activated to accept chip cards. If you are unable to insert your chip card into a chip terminal, you can always swipe your card to complete the transaction. Most often, merchants that haven’t activated their terminals will block the chip slot.
 
- How will I know whether to swipe my card or insert it?
 
Your card will always work either by swipe or insertion. The terminal or the cashier will prompt you to insert the card into the terminal if it’s activated for chip technology. If the terminal is not chip-activated, you can always swipe your card to complete the purchase.
 
- What happens if I swipe my chip-enabled card in a chip-activated terminal?
 
If the terminal is chip-activated, a prompt on the screen will advise you to insert your card and follow the instructions.
 
- What happens if I insert my chip-enabled card in a chip terminal that isn’t activated?
 
If the terminal isn’t chip-activated, a prompt on the screen will advise you to swipe your card using the magnetic stripe on the back as you do today.
Mobile Wallet
Apple Pay
 
- What is Apple Pay?
 
Apple Pay is a mobile payment and digital wallet service by Apple Inc. that lets users make payments using the iPhone 6, 6 Plus, and later, Apple Watch-compatible devices (iPhone 5 and later models), iPad Air 2, iPad Pro and iPad Mini 3 and later. Apple Pay does not require Apple Pay-specific contactless payment terminals, and can work with existing contactless terminals.
 
- How do I enroll in Apple Pay?
 
To enroll your card for Apple Pay, your Apple mobile device must have iOS10 or later. It is also recommended that you have a strong cellular connection or connected to Wi-Fi when adding a card.

1. Open the Wallet app on any eligible Apple device.
 
2. Select “Set Up Apple Pay” then “Add a new Credit or Debit Card.”  If Apple Pay is already being used, select the plus (+) sign at the top right of the Apple Pay portion of your screen.
 
3. Follow the steps provided on screen, take a picture of the card to automatically enter card information or type it in manually. Enter the security code found on the back of the NYCB Community Bank Visa® Debit Card and fill in any remaining information.
 
For more information, visit www.apple.com/support/apple-pay/
 
- Is Apple Pay safe to use?
 
Apple Pay is a secure way to pay.  Apple Pay transactions are secured with Apple’s TouchId™ fingerprint security or passcodes and never uses the actual card number.
 
- Where is Apple Pay accepted?
 
Apple Pay is available at over 4 million locations in the United States as well as hundreds of thousands of locations worldwide.  You can review a complete list of merchants at www.apple.com/apple-pay.
 
Apple, the Apple logo, iPhone and iPad are trademarks of Apple Inc., registered in the U.S. and other countries. Apple Pay and Touch ID are trademarks of Apple Inc.
 
Samsung Pay
 
- What is Samsung Pay?
 
Samsung Pay is a proprietary, Samsung-only payment service that is independent of Apple Pay. Its differentiating feature is the fact that it can be used anywhere a card swiper is available — not just at Near Field Communication (NFC) readers. That makes it suddenly available at a much larger number of stores than Apple Pay, which relies on NFC.  It stores your credit card information, and when you want to make a payment, you press your finger against the fingerprint scanner and then press the phone against the NFC reader or magnetic strip reader.
 
- What do I need to enroll in Samsung Pay?
 
1. A Samsung compatible device with the Samsung Pay app installed.
 
2. A strong cellular connection or connected to Wi-Fi
 
3. Your New York Community Bank or New York Commercial Bank debit card
 
For more information, visit www.samsung.com/pay.
 
- Is Samsung Pay safe to use?
 
Samsung Pay transactions are authorized with your fingerprint and use a digital identifier instead of the actual debit card number.  Even if the device is compromised, Samsung Knox technology encrypts the card info within a separate, secure data vault.
 
- Where is Samsung Pay accepted?
 
Samsung Pay is available at thousands of locations in the United States as well as locations worldwide.  You can review a complete list of merchants at www.samsung.com/pay.
 
Available on Galaxy S7, Galaxy S7 edge, Galaxy S7 active, Galaxy S6, Galaxy S6 edge, Galaxy S6 edge+, Galaxy S6 active, Galaxy Note5 and other select Samsung devices, most major carriers and supported cards. See samsung.com/pay for complete list and contact your bank or financial institution to verify supported cards.
 
Tokens
 
- What is a token?
 
A token is a unique identification number that is assigned to any device that has requested to link the NYCB Debit card to Apple Pay or Samsung Pay.
 
- What happens if my device that has Apple Pay or Samsung Pay has been lost or stolen?
 
You must contact us at (877) 786-6560 and report the device lost or stolen and we will deactivate the token.  That particular token is only linked to that device so you will be able to continue to use your actual physical debit card.
Have a Question?
Call customer service at
1 (877) 786-6560
 
 
Help for Homeowners
with payment difficulties
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The Divisions of New York Community Bank

Queens County Savings Bank​

Established on April 14, 1859 in the village of Flushing, Queens County Savings Bank was the first savings bank chartered by the State of New York in the New York City borough of Queens. Until then, local residents would need to travel to Manhattan to do their banking; the opening of the borough’s first local bank was accordingly met with elation and relief.

While the bank expanded here and there over the course of the next 14 decades, its greatest growth occurred in just the last 15 years. In anticipation of expanding its franchise through the first of several mergers, the Bank changed its name to New York Community Bank on November 21, 2000. By the end of that year, NYCB had grown from 14 to 86 branches; today, it has more than 220 branches in five states.

In deference to its heritage as a Queens-based institution, the Community Bank operates each of its 38 branches in the county under its original name, Queens County Savings Bank.

Roslyn Savings Bank

Established in 1875, The Roslyn Savings Bank was the first financial institution headquartered in Nassau County, one of two counties--with Suffolk--that constitute Long Island, New York. Its founders wanted to build a bank that would provide the Island’s residents with a safe place for their savings, as well as the financial assistance they’d need to build or purchase homes.

A member of the NYCB Family of Bank since October 31, 2003, Roslyn Savings Bank today serves the Island’s businesses and consumers through 42 conveniently placed branch offices.

Richmond County Savings Bank

A member of the NYCB Family of Banks since July 31, 2001, Richmond County Savings Bank is the third oldest of our divisions, with roots that go back to October 30, 1886. It was then that the bank was established to serve those who lived and worked on Staten Island, and it was less than one year later that it made its first mortgage loan.

Today, nearly every street on the Island has at least one home that was financed by Richmond County Savings Bank.

Originally located in the Odd Fellows Building at the corner of Richmond Terrace and Broadway, the Bank today has 20 convenient banking locations in all.

Roosevelt Savings Bank

Roosevelt Savings Bank was established in 1895 on the corner of Gates Avenue and Broadway in Brooklyn under the name “Eastern District Savings Bank.” In 1920, the bank changed its name to honor the memory of the nation’s 26th president, Theodore Roosevelt.

In February 1999, Roosevelt Savings Bank merged with and into Roslyn Bancorp, which merged with and into New York Community Bancorp, Inc. in October 2003.  Today, Roosevelt Savings Bank serves its customers through seven branches in Brooklyn as a member of the NYCB Family of Banks.

Garden State Community Bank

Garden State Community Bank has been a member of the NYCB Family of Banks since March 2008, when we combined all the branches of four smaller New Jersey-based divisions--First Savings Bank of New Jersey, Ironbound Bank, Penn Federal Savings Bank, and Synergy Bank—into a single division with a highly relatable name.

While Penn Federal Savings Bank and Synergy Bank were directly acquired in 2007, First Savings Bank of New Jersey and Ironbound Bank were acquired in 1999 by Richmond County Financial Corp., which subsequently merged with NYCB.

By combining the strengths of these four local banks with the strengths of our institution, we established a Garden State community bank that offers more products and services, and more convenient locations, than any one of these banks provided on its own.

Today, we serve our customers through 45 branches in Essex, Hudson, Mercer, Middlesex, Monmouth, Ocean, and Union Counties, most of which first opened their doors nearly 14 decades ago.

AmTrust Bank

AmTrust Bank is one of the more recent additions to a respected banking family that has been serving customers and communities for more than 156 years.

The first branch of AmTrust Bank opened its doors in the late 1980s, when Ohio Savings Bank opened the first of its branches in south coastal Florida under the “AmTrust Bank” name. Eleven years later, it expanded again--this time to Arizona--and on December 4, 2009, it joined the NYCB Family of Banks. With our acquisition of Desert Hills Bank less than four months later, we further expanded our franchise in the Grand Canyon State.

Currently in its seventh year as an NYCB division, AmTrust Bank serves its customers through 41 convenient branches: 14 in central Arizona and 27 in Florida.

Ohio Savings Bank

Ohio Savings Bank is one of the more recent additions to a respected banking family that has been serving customers and communities for more than 156 years.

Established in 1889 as the Ohio Savings Home Loan and Building Co., the bank’s initial expansion was limited to Ohio until it opened its first Florida branch in 1989. Eleven years later, it expanded again, this time to Arizona. And seven years later, it changed its name to AmTrust Bank.

On December 4, 2009, AmTrust Bank became the newest member of our banking family, the first of our divisions to serve customers in non-contiguous states. Four months later, we elected to pay tribute to its forebear, by operating our 28 branches in Ohio under a more suitable name: Ohio Savings Bank.

To learn about our commercial bank, visit

New York Commercial Bank 
 
 
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