Get Help with Banking Services

What to do if something goes awry

Although we hope and would like to think that everything will go well at all times with the Benchmark banking products and services that you opt to use, we know that there is a possibility that you will, from time to time, run into issues. The list below is designed to help you easily determine the best course of action to get the situation under control as quickly as possible. It will also give you some insight into why something might or might not be happening.

Issue Possible Reason(s) Action(s) to take
Deposit Accounts    
Lost or stolen debit card N/A During banking hours, call your local branch. After hours, call 800-500-1044.
Lost or stolen checks/checkbook N/A Call your local branch OR send an email to: customerservice@bcbonline.com.
Debit card is rejected by merchant but account should have a sufficient balance 1) Merchant is blocked for our card;
2) State where purchase is being made is on alert list
During banking hours, call your local branch. After hours, call 434-676-2666 and press option #2.
Deposit item has not posted to account Deposit made after 5 PM cutoff time Check your account on the next business day. If the deposit hasn't posted, call your local branch or send an email to: customerservice@bcbonline.com.
Check or payment has posted twice 1) Hotel has added a pending charge that did not get removed;
2) Posting error
Call your local branch OR send an email to: customerservice@bcbonline.com.
An unrecognizable charge/item has posted to the account 1) An unauthorized person has used your card;
2) Error in posting
Call or visit your local branch OR send an email to: customerservice@bcbonline.com.
Need to stop payment on a check N/A Call your local branch to place the stop payment order and then visit the branch to sign the paperwork within 14 days.
Loans    
Didn't get a loan coupon payment book Payment was set up as an auto-draft Call your local branch OR send an email to: customerservice@bcbonline.com.
A loan payment that has not been applied to outstanding balance 1) Check lost in mail;
2) Posting error
Call your local branch OR send an email to: customerservice@bcbonline.com.
Response to loan application is taking longer than assumed it would Appraiser has a large workload and hasn't visited the property Call your local branch OR send an email to: customerservice@bcbonline.com.
Final loan payment is more than it seems it should be 1) Skip-a-Payment was utilized;
2) Late fees incurred;
3) Escrow deficit.
Call your local branch OR send an email to: customerservice@bcbonline.com.
Credit Card    
Lost or stolen card N/A Call 1-866-604-0381.
Declined during purchase 1) Over limit set for the account;
2) Payment is in arrears;
3) Hold has been place on the card
Call the Customer Care Inquiry line at 1-800-423-7503.
An unrecognizable charge/item has posted to the account 1) An unauthorized person has used your card;
2) Error in posting
Call 1-800-600-5249.
     
Electronic Banking
Internet Banking sign-up unsuccessful 1) Trying to register a business account with a personal SSN;
2) Incorrect SSN or TIN (does not match our records)
Call your local branch or, if a business, reapply using the business's Tax Identification Number (TIN).
Inability to log into Internet Banking Service is temporarily down Keep checking for restoration of service.
Mobile Deposit is rejected 1) Improperly endorsed check;
2) Check amount is over maximum ($999.99) allowed for electronic deposit;
3) Deposit amount exceeds the monthly limit set for your account.
Review rejection email for reason; correct, and resend deposit. Make sure that "Mobile Deposit" is written on the back of the check above your signature. If check is over the maximum, visit your local branch to make the deposit.
Current e-statement is not showing up on your Internet Banking 1) Service is temporarily down;
2) You have inadvertently requested termination of e-statements
If statement does not appear next day, call your local branch.
Charged a fee for Bill Pay You have not used the service for 30 days or more If you wish to continue the service at no charge, you must use it at least once in any 30-day period to defer a fee.
Received an inactivity/deactivation notice for Internet Banking You have not used the service for 60 days or more If you wish to continue the service, let us know (call your local branch), but you must use it at least once in any 60 day period to keep it active.
Merchant claims they did not receive a payment made through Bill Pay Payment was made and mailed but held up in the mail Call the Bill Pay Help Line at 800-823-7555.
A payment was scheduled thru Bill Pay but needs to be cancelled or changed N/A Edit the scheduled payment online in Bill Pay.
A Bill Pay transaction returns the message "unsuccessful" Contact information for the merchant is not valid Call the Bill Pay Help Line at 800-823-7555.
BCBonTheGo    
Can no longer receive account balance 1) Need to update your mobile phone number;
2) You have a signature in your text message
Call or visit your local branch OR send an email to: customerservice@bcbonline.com; delete your signature from the text message before sending.
Business Banking
     
General    
Not receiving important emails 1) We have incorrect address on file;
2) Email messages are going to your spam folder
1) Call your local branch or send an email to customerservice@bcbonline.com asking to verify your address on file;
2) Check your spam filter settings, make sure Benchmark is marked for inbox.

Have an issue not listed here?  Let us know!