What is the bank’s Transit/Routing Number?
Our Transit/Routing Number is 061101294.
I need to order a new debit card. Can I order it by phone?
No, we have to verify identification and we need your signature to order a new debit card, but come into the branch and we are happy to instantly issue one.
I forgot my PIN #. Can you give it to me?
The bank does not have access to your PIN # but stop into a local branch for a reset.
I have charges on my account that I did not authorize. What do I need to do?
First, call us and have us cancel your debit card as soon as possible. We will work with you to collect the funds from unauthorized transfers. Additionally, you can turn off your debit card through your Pinnacle Bank Mobile App.
Can I remove a name from my account?
No, the only way to remove a name from an account is to close the existing account and open a new one.
Can I open an account if I am not a US citizen?
Yes, with an acceptable unexpired form of identification such as a passport. Contact local branch for more information.
What do I do if I find an error relating to the servicing of my mortgage loan?
If you think there is an error relating to your mortgage loan, write to Pinnacle Bank, Attention: Loan Department, P.O. Box 430, Elberton, GA 30635, or please call 877-759-7939 and ask for Loan Department Personnel. In your letter, include your name, account number and a description of the error.
What do I do if I want information relating to the servicing of my mortgage loan?
If you want information relating to your mortgage loan, write to Pinnacle Bank, Attention: Loan Department, P.O. Box 430, Elberton, GA 30635, or please call 877-759-7939 and ask for Loan Department Personnel. In your letter, include your name, account number and a description of the information requested.
How do I sign up for Online Banking?
Signing up for online banking has never been easier!
Self-enroll from our home page, in the top right corner click on Enroll Now, or simply click here to get started. You’ll need your Social Security or Tax ID number and your account number. Review the Terms and Conditions and click Submit. Should you have problems, give us a call during banking hours at 877.759.7939 and a customer service specialist will assist you.
How to reset my password with Online Banking?
You may click the “Forgot Password” link under the log in, then type in your Username, Last four of your Social Security Number and email address. A temporary password will then be sent to your email address.
How do I get to the Mobile App?
Enroll through Online Banking for a host of mobile banking options including reviewing account activity, transferring funds, paying bills and depositing checks. You need to download the FREE app from the Apple App Store or Google Play. Text banking is also available to review account activity and current balance.
Do you offer Home Loans?
Yes! Stop by the branch to speak with a mortgage lender or fill out an application on the website.
Can I open an account online?
You may open checking, savings and money market online.
What do I do if my Pinnacle Bank debit card is lost or stolen?
If your debit card is lost or stolen, contact us immediately at 877-759-7939. You may speak with one of our Call Center Agents to cancel your card.
What if this occurs when the bank is not open?
Contact us at 877-759-7939 and follow the instructions provided. You can also suspend your card within your Mobile App until you can speak with a staff member to do this for you.
What is Debit Card Fraud Alert Service?
Debit Card Fraud Alert is a FREE service provided to all ATM/Debit cardholders. This service monitors each transaction for potentially fraudulent activity. When a questionable transaction appears, we will attempt to contact you through text alert or phone call to verify whether or not you authorized the purchase. Please make sure your contact information is always updated in our system. This service monitors your debit card transaction to establish baseline activity that helps protect you if your card is ever lost or stolen.
Important note: Debit Card Fraud Alert notifies you that your card has suspicious activity. It does not guarantee that all fraudulent transactions will be prevented.
How does Pinnacle Bank determine if a transaction is fraudulent?
Each transaction is assigned a risk score that is determined by a number of factors, such as spending patterns and the common geographic locations of your transactions.
How soon do you contact me after a suspicious transaction?
Contact attempts for a fraud case will begin within 5 minutes of the case creation if the case is opened during the call window of 8:00 AM to 9:00 PM. The first attempt will be made via a FREE Debit Card Fraud Alert Text (if you have not opted out of this service). The alert is of no charge to you and you will have the ability to respond via text regarding transactions on your debit card. If a response is not received by text, the analyst will begin to contact you with the phone numbers we have on file.
If you need to respond to a text or voice mail regarding your case, you may call 1-877-253-8964. Please have your case number available for ease of access.
The fraud center may contact you any day of the week between the hours of 8am and 9pm regarding fraudulent transactions.
Click here for more information.
What happens if you cannot reach me?
The Fraud Center will attempt to contact you twice at each phone number that we have on file. If there is no answer, they may leave a voice mail with the case information and a call back number for you to return the call. It is very important for you to keep your contact information up to date in our system.
For suspicious transactions with a high degree of severity, we may place a temporary block on your Debit Card until you can be reached. If your card has been blocked, contact us at 1-877-759-7939 and we will be glad to assist you. Our Call Center hours are 08:00 am – 05:30 pm M-F.
How will I know that the person calling is actually a representative of Pinnacle Bank?
Our Fraud Center representatives will NEVER ask to verify sensitive information such as card numbers, account numbers or complete social security numbers. We will ask you to verify non-sensitive information such as the locations and amounts of your most recent purchases; and in some cases, we may ask to verify the last four digits of your social security number. If anyone contacts you to verify sensitive information and claims to be a Pinnacle Bank representative, please contact us immediately at 1-877-759-7939.
I’m taking a trip overseas – can I notify the Fraud Center so that my card is not blocked?
No, travel alerts are not available for ATM/Debit Cards through the Fraud Alert service. But you should notify either your Personal Banker or the Call Center to let them know of your travel dates. This includes travel internationally and within the United States. We can set travel notes for other countries and US States to help prevent your card from being blocked.
You can also control your debit card through the Mobile App; you have the ability to turn it on and off, set balance or transaction limits as well as turn it off from international use when you aren’t traveling. To utilize the setting for International travel, you must contact us to set up the countries you will plan to visit.
When you plan to travel overseas we always suggest that you carry a second form of payment (travel card, credit card, etc.) in the event your Debit Card is blocked. If you plan to go overseas, please give us a call and we can provide further instructions to ensure that your trip is not interrupted with unexpected banking issues. Also please verify all contact information is up to date in the event the Fraud Center needs to contact you to verify your debit card transaction activity. If we are able to contact you directly, this will eliminate interruption of use.
