FAQs

Our goal is to ensure our customers are well informed!  Below are some 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 Online or Mobile Banking you can place a temporary freeze. Once you login, click "Card Management", click the applicable card (if you have more than one), and use the "Lock Card" toggle to change your status from "Active" to "Locked."

• 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?
  • You can place a travel message in Mobile Banking by going to the "Card Management" function and pressing the plane icon. 
  • In Online Banking you can go to "Settings" and choose the "Travel Notices" option.
  • You can also contact our Customer Care Team.

  We just need to know your dates of travel and where you will be going, and we will notate your account and work with you to prevent any inconveniences.

• How do the text, email, and in-app alerts work?

  You can setup text, email, and in-app alerts for your debit card.  

  For debit card alerts:

  1. Sign into Online Banking through your desktop or mobile device.
  2. Click on the “Card Management” option and choose your "Alerts and Protection".
  3. Add the type of Alert (Location, Merchant Types, Transaction Types, and Spending Limits).
• Who do I call if there are fraudulent charges on my debit card?

  Please contact our Customer Care Team immediately through the "Messages" function in Online & Mobile Banking or by calling 844.533.9211. 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?

  You can submit a change of address in Online or Mobile Banking through the "Settings" option or the "Messages" function. You can also 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 customers based on funds availability and proper identification.

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 platform. 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 or Mobile Banking, click the "Transfer" option, choose your from and to account selections, and then under "Type", select "Principal Only."

• How do I get my payoff information?

  Our Loan Operations Team handles loan payoff requests; however, you can access some loan payoff information in Online Banking.  Choose the loan in the account listing and it will display your current payoff amount and good thru date, as well as balance information, interest rate, terms, payment information, and more.  If the provided information does not suffice or you are unable to access your loan information, please contact our Customer Care Team and they will be happy to assist you with this process.

Online & Mobile Banking

• Are you having issues with Safari?

  Please ensure you have your device and Safari browser are updated to the most recent version.  We are aware of a previous issue with older software versions, but once upgraded to iOS 13.1 and Mac - Safari 13.0.5 they should be resolved.  If you continue to have issues, please contact our Customer Care Team.

• 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 "Settings" option. Next, choose the "Security" option and under "Username," select the "Edit" function. 

• 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?

  You can usually add any missing accounts by going to "Settings" and choosing "Middletown Valley Bank" under the accounts icon. You should then be able to see all available accounts and add them to the "Accounts" list on your homepage.  If you are unable to see all the accounts you think you should, please contact our Customer Care Team, and they will be able to fix the issue for you.