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Support

How do I delete my mobile and online banking profile?

First Internet Bank customers may request the deletion of their mobile and online banking profiles by sending an email request to bank@firstib.com. Please type “Remove App/Online Banking Profile” in the subject line of your email and provide us with a good phone number to reach you at. One of our representatives will be in touch with you to confirm the request is valid and initiate the process.

If you request to have your mobile and online banking profile deleted, however, it is crucial to understand the implications of this action. Below are key points to consider before proceeding with your request:

1. What is the impact on services?

– You will no longer be able to log in to online or mobile banking.

– Any scheduled internal transfers you had set up will be deleted and will not be processed.

– Your online profile settings will be deleted and no longer available to you or us.

– We will send you paper statements as required by law and you will be charged the fee listed at:

– You may be subject to and incur other fees, as detailed at:

2. What is not deleted?

– Regulated account data and transaction history that we are required to retain.

– Data that is stored on third party systems as a result of your separate enrollment with those third parties.

– Our record of your consent to banking agreements.

3. Data Retrieval:

– Please note that once your mobile and online banking profile is deleted, we will be unable to retrieve it. Any saved preferences and settings will be lost irreversibly.

4. Future Interaction:

– If you choose to rejoin online banking in the future, you will be required to create a new profile from scratch, as we will no longer have any record of your profile.

5. Privacy Commitment:

– Rest assured that we adhere to strict data protection regulations and industry best practices. Your information is handled securely and with the utmost confidentiality.

6. Contact Us:

– Should you have any questions or concerns about the deletion process, please do not hesitate to contact our customer support team at bank@firstib.com. We are here to assist you every step of the way.

By requesting the deletion of your information from First IB, you acknowledge and understand the consequences outlined above. Your privacy and data security are our top priorities, and we appreciate your trust in our commitment to safeguarding your information.

Can I change the PIN for my ATM or debit card?

Yes. The Personal Identification Number (PIN) for your ATM and/or debit card is randomly generated. When you first receive your card, you will need to call the number printed on the sticker on the card to activate the card and set your own PIN. To change the PIN for an existing card, contact a Relationship Banker at 1-888-873-3424 and we can assign a temporary PIN while you’re on the phone. You will then be able to change the temporary PIN to a number you select.

I don’t want to receive my statement by mail. How do I request electronic statements?

To request electronic statements, log in to your online banking account. Click Additional Services, select Bills, Statements & Tax Forms and follow the on-screen prompts to confirm your account ownership. You will also have to accept the terms and conditions for receiving your statements electronically.

A company has made an unauthorized charge to my First Internet Bank credit card. Can First Internet Bank block this merchant from making future charges to my account?

First Internet Bank cannot block a merchant from charging your account. If you feel that a charge has been made to your account in error, you must first contact the merchant directly to attempt to resolve the disputed charge before you can file a dispute with First Internet Bank. When and if it becomes necessary to file a dispute with us, you will need to provide documentation of your attempt to resolve the matter with the merchant.

Documentation, at a minimum, should include the date and time(s) of your contact with the merchant, the name(s) of the person(s) to whom you spoke, and the response(s) you received. The merchant has 30 days to credit your account.

If you are unable to resolve the matter with the merchant, you may file a Visa dispute form and submit it to us as quickly as possible. You will need the free Adobe Acrobat Reader software to view and print the form. If you cannot print the dispute form, please call us at 1-888-873-3424 and we will email, fax or mail the form to you.

I don’t want to mail a check each month for my loan payment. Can I make an automatic payment electronically each month?

Absolutely! You can set up recurring or one time payments through our online banking portal. You can also see your account details and transaction history. Just log on, click “Move Money”, then choose your preferred payment option under “Loans & Credit Cards.” If you have not yet set up online banking, you can call us toll-free at 1-888-873-3424 during normal business hours and we will help you set up online access.

Alternatively, you can complete the Authorization To Make Automatic Loan Payments form and return it using the instructions on the form. Per your instruction, First Internet Bank will withdraw funds from your account at another financial institution and credit your First Internet Bank loan account. We can begin automatic loan payments within 14 days of receiving your request. If you supply us with your email address when you complete the form, we will send an email confirmation to notify you when the set-up process is complete. Call us at 1-888-873-3424 if you need assistance.