FAQs

Our goal is to ensure our customers' are well informed!  Below our some general frequently asked questions (FAQs).  Additional information about products and services can be found on our website by visiting the appropriate product page.


 

Debit Card

  • Can I have my point of sale limit raised?

    It is possible to temporarily raise your point of sale (POS) limit. Please contact our Customer Care Team to assist you with this process.

  • Can I place a temporary freeze on my debit card?

    Yes, in mobile banking you can. Once you login, click "Preferences", click "Manage Cards", click the applicable card, and choose "Suspend Card" or "Report Lost or Stolen".

  • How long does it take to process a debit card dispute?

    Please refer to your EFT disclosure provided at account opening. If you cannot find it, please contact our Customer Care Team.

  • If I am traveling, how do I ensure my card will not become blocked?

    Please contact our Customer Care Team, and let us know your dates of travel and where you will be going. We will notate your account and work with you to prevent any inconveniences.

  • How does the text message alert service work?

    The smsGuardian system sends a text message to the mobile device provided by the cardholder when certain transactions are performed with the enrolled card. If multiple devices are tied to the card, all devices will receive the alert. They will all receive the same text messages, confirmations, and more.

    When an initial text is sent from smsGuardian, the system allows the cardholder up to 12 hours to respond to the message at which point it times out.

    If the cardholder recognizes that this is not a transaction that he/she has done, he/she immediately texts the reply as instructed on the text message. The text receiver will be provided instructions on how to respond so that the smsGuardian system recognizes that the transaction is fraud. If the cardholder texts anything different such as “Yes this is fraud” or “Not my transaction” the system will not recognize it and ignore it.

    This fraud response opens a highest priority case in the Bank’s Risk Management (Fraud Center) Department. The next available analyst reviews the information and places a hard block on the card. The analyst sends a confirmation text message to cardholder’s cell phone noting the card has been blocked. Example of confirmation text message:

    Fraud Response Text Message: Guardian blocked card ending xxxx. Please contact your institution for a replacement card. Msg&Data Rates May Aply. Rply STOP to cancel, Rply HELP for help.

    Once the cardholder has received the confirmation, he/she should contact the Bank to start the process of getting a new card and filing an Electronic Funds Transfer Investigation on the fraudulent transaction.

    If a cardholder receives a text alert on a good transaction, the cardholder should ignore the alert. This will indicate to the smsGuardian system that the transaction is good.

    Anytime a cardholder replies to an alert by texting STOP, all cards tied to that phone number will no longer receive text alerts.

  • Who do I call if there are fraudulent charges on my debit card?

    Please contact our Customer Care Team immediately. They will work with you to identify fraudulent charges, as well as assist you with closing your current debit card and ordering a replacement.

Deposit Account

  • Are there any fees or charges associated with my account?

    Some products have different minimum balance requirements and associated service charges (if applicable). There are bank services (ex. cashier's check or stop payment) that do have a fee associated with them. Click here to see the current fee schedule.

  • Can someone be removed from an account?

    It is recommended that anytime you wish to remove an account holder the account be closed and reopened with the new ownership. We understand there are some circumstances, such as a death in the family, that may warrant special handling. Please contact our Customer Care Team or visit your nearest branch for more information.

  • How can I verify transaction activity?

    You can easily check your transactions via Online Banking, Mobile Banking, or Telephone Banking, which are available 24 hours a day, 7 days a week.

  • What is Middletown Valley Bank's routing number?

    The bank’s routing number is 055001258.

    * Please note your account number is not the same as your debit card number.  Your account number will be on your checks, can be found on your account opening documents, or on your monthly statement.

Fraud & Security

  • Do you use cookies?

    Middletown Valley Bank does use cookies to help us remember you and your preferences. If they are disabled in your browser, you may not be able to utilize all the functionality of our systems.

  • How do I detect fraudulent check scams?

    The American Bankers Association (ABA) has provided a guide to help customers understand fake check scams. Click here to learn more.

  • What do I do if I suspect I am the victim of identity theft?

    If you suspect you have fallen victim to identity theft through a suspicious email or fraudulent website, report this to Middletown Valley Bank right away using a phone number or email from a reliable source.  You may be asked to close existing accounts and open new ones.  It is also a best practice to contact the local police and request a copy of police reports and case number for later reference.  You may also contact the Internet Crime Complaint Center (www.ic3.gov) which is a partnership between the FBI and the National White Collar Crime Center.

  • What types of questions should I be asking myself to prevent becoming a potential victim of a scam?

    If you answer "yes" to any of the following questions, you may be the target of a scam.

    Are you about to cash a check from an item you sold on the Internet?
    • Is it the result of communicating with someone by email?
    • Did it arrive via an overnight delivery service?
    • Is it from a business or individual account that is different than the person buying your item or product?
    • Is the amount for more than the selling price of the item?
       
    Are you sending money overseas?
    • Did you win an international lottery you didn't enter?
    • Have you been asked to pay money to receive an inheritance from another country?
       
    Are you receiving a commission for accepting money transfers through your bank and/or Paypal account?
  • Where can I find additional details on protecting myself from fraud and identity theft?

    For additional information regarding fraud and identity theft, including information on how to report and recover if you are a victim, please visit https://identitytheft.gov.

General

  • How can I change my mailing address?

    Please visit your nearest MVB branch or contact our Customer Care Team. You will need proper identification and proof of residency may be required. We will be happy to assist you with this process.

  • How do I reorder checks?

    If you have previously ordered checks with MVB, click here! If this is your first time ordering checks with us, please contact our Customer Care Team.

  • What are your hours?

    Our office hours are listed under the Hours & Locations section of our website. We update our website and various social media outlets in the case of inclement weather. See the social media links in the page footer to follow us today.

  • What is your check cashing policy?

    Middletown Valley Bank cashes checks for its customers based on funds availability and proper identification. MVB may consider cashing checks drawn off the bank for non-customers at our discretion.

Loans

  • Does MVB offer escrow?

    Yes, you can escrow a closed-end mortgage held by MVB. Please contact our Customer Care Team to learn more or begin the process.

  • Can I make my loan payment online?

    Yes, you can pay your MVB loan from an MVB checking or savings account in our online banking system. If you are paying with a non-MVB account, you would need to check with that financial institution.

  • Can you make principal only payments in online banking?

    Yes, once you are logged in to online banking, click "Transfer Funds", and click "New Transfer", make your account from and account selections, and then under payment option, change your select to "Only apply payment to principal."

  • How do I get my payoff information?

    Our Loan Operations Team handles all loan payoff requests. Please contact our Customer Care Team and they will be happy to assist you with this process.

Online & Mobile Banking

  • How do I sign up for online banking?

    To sign up for online banking, click here!

  • How do I change my online banking ID to something easier to remember?

    To change your online banking ID, simply log on to online banking and select the options menu. Next, scroll down to the "Modify Login Information" section. In this section, the first item displays your current online banking ID. The next line displays "Enter New". This is where you enter the online banking ID of your choosing. When finished, select "Submit" and you will receive an information message confirming your changes.

  • What browsers are supported?

    MVB's online banking supports current versions of Google Chrome, Firefox, Safari, and Microsoft Edge. If you are using a mobile phone or tablet, you can generally login through the device's supported browser; however, it is recommended you download our mobile app from the App Store or Google Play Store when you are using one of these devices.

  • What if I am not seeing all of my accounts in online banking?

    This is an easy fix! Just contact our Customer Care Team, and they will be able to fix the issue for you.

  • Why is the security image different than the one I chose?

    This would occur if the username was accidentally typed wrong. Start the login process over, and check for any missing or extra characters. If the problem persists, please contact our Customer Care Team.

Customer Care Team

(844) 533-9211
Monday – Friday 8:00 am – 5:00 pm
Saturday 9:00 am – 1:00 pm

24-Hour Telephone Banking

(855) 371-3040

Lost or Stolen Visa Debit Card

(888) 297-3416

Need Help?

Contact our customer care team