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If you have any comments or concerns, please contact our Customer Call Center at 585.394.4260 ext. 0.

Your Bank > Customer Support

Security FAQs

Frequently Asked Questions

What can I do if I’ve shopped at a merchant with a security breach? 

How does CNB monitor my account for fraud?

What do I do if I find a purchase on my card that I didn’t make?

What should I do if I’m planning to travel?

What should I do if I’m the victim of Identity Theft?

What can I do if I’ve shopped at a merchant with a security breach? 

During business hours, contact a representative immediately at:
(585) 394-4260 or (800) 724-2621

After business hours, call the number below and follow the voice prompts:
(585) 394-4260 ext. 3 or (800) 724-2621 ext. 3

We can shut down the card and order you a new one. You can also monitor your transactions online, on your phone or in your statement.

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How does CNB monitor my account for fraud? 

As a customer of CNB, you are covered with EnFactSM. This is a service provided by trained analysts who watch for suspicious transaction activity on your behalf, 24X7, 365 days a year. You will receive an immediate notification by an experienced fraud analyst to verify the authenticity of your card transactions, if warranted.

Please note: For your protection, if there are transactions that are deemed suspicious or "out of the ordinary" for you, Fraud Prevention Services will contact you by telephone to verify the authenticity of the transaction(s). If they are unable to reach you and the activity is considered high risk, Fraud Prevention Services will temporarily block your card until they are able to verify the transactions, and mail you notification. To respond to a call, please contact Fraud Prevention Services at 866-842-5208 (Outside USA, call collect 701-461-2551).

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What do I do if I find a purchase on my card that I didn’t make? 

During business hours, contact a representative immediately at:
(585) 394-4260 or (800) 724-2621

After business hours, call the number below and follow the voice prompts:
(585) 394-4260 ext. 3 or (800) 724-2621 ext. 3

We can shut down the card and order you a new one. We will also be able to help you complete an Electronic Funds Transfer Resolution form.

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What should I do if I’m planning to travel?  

If you will be using your debit card while traveling, please contact us to let us know the dates and destination, so that we can provide this information to Fraud Prevention Services in order to prevent your card from being blocked due to "out of the ordinary transactions."

We strongly encourage you to update your contact information to ensure that you are able to be reached in the event of suspected fraudulent activity. To update your information:

  1. Visit any of our CNB Offices and speak to a representative.
  2. Send a secure message within Online Banking containing your current information. In the subject line of the message, please indicate: Current Contact Information.

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What should I do if I’m the victim of Identity Theft? 

Act immediately! Contact us @ @ 585-394-4260 X 0 or 800-724-2621. We will help you with the next steps to take with us. You will also want to file a police report, keep a written record of your correspondence, and contact the credit bureaus. 

Equifax: 1-800-525-6285
Experian: 1-888-397-3742
TransUnion: 1-800-680-7289
You can find more helpful information to fight identity theft through the Federal Trade Commission at www.ftc.gov or call 1-877-IDTHEFT (1-877-438-4338)

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Need Help? Contact Us.


If your question about security is not answered here, please contact us online or phone our customer call center:

(585) 394-4260 ext. 0 
(800) 724-2621