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FAQ

 
What should I do when my Debit/ATM card has been lost or stolen?
Call 1-866-546-8273 or 423-478-5656 and report immediately. You will need to visit one of our offices to request a replacement card.

What should I do when my credit card has been lost or stolen?
Call 1-800-556-5678 and report immediately.

How do I dispute a debit card transaction?
Please call our customer service department at (423) 478-8443.

Is there a daily limit for using my debit or ATM card?
There is a daily limit of $510 at the ATM and a debit card point of purchase transactional limit of $1,500.
How do I initiate a wire transfer?
Wire transfers must be done in person at one of our offices.
You will need:
  • Recipient’s Bank incoming wiring instructions which will include:
    • Bank Name, Routing Number and Physical Address (Cannot be a PO Box)
    • Recipient’s Name, Address and Account Number
Bank of Cleveland DOES NOT send or receive wire transfers for Non Customers. Wire transfers are only submitted on collected funds balance.


What information is needed for someone to wire money to my account?
Please call us at 423-478-5656 to get Bank of Cleveland’s wiring instructions.
 
Bank of Cleveland DOES NOT send or receive wire transfers for Non Customers.
What are the system requirements for Internet Banking?
Supported Internet Browsers:
  • Microsoft Edge
  • Google Chrome
  • Firefox Version 3 and Higher
  • Safari Version 1.0 and Higher
Your browser must support 128-bit encryption.

How do I sign up for Bill Payment Services?
You can sign up for Bill Payment Services thru your Internet Banking account by selecting the Bill Pay tab. If you have any questions regarding bill payment, please call our Customer Service Representatives at 423-478-5656..

What is the difference between Image Statements and E-Statements?
BOC Image Statement is a paper statement mailed to your account. Depending on the type of account, it may include images of the checks that have cleared your account.
 
BOC E-Statements are an electronic PDF file which is accessed through Internet Banking. This file is an exact copy of your statement including images of the checks that have cleared your account. You can print the E-statement, save in a file or simply access it through Internet Banking when needed. Internet Banking will archive 18 months of E-statements.
In what order do transactions post to my checking account?
Deposits and credits always post first, followed by any type of electronic item. Lastly, checks post clearing in the order they were presented for payment.

How are overdraft fees calculated?
A $30 fee is assessed for each overdraft (daily maximum fee of four charges, or $120.00.) Overdraft items can include debits created by check, in-person withdrawal, recurring debit card payment or electronic items. It may also include ATM withdrawals or one-time debit card purchases if you have opted in to having those items paid into overdraft with a fee assessed. There is also a $30 fee for each check drawn on your account that we return unpaid due to insufficient funds (daily maximum fee of four charges, or $120.00). If you overdraw your account by $5 or less on any one day, there will be no overdraft charge.

How do I change my address and phone number on my accounts?
Please come by one of our offices to update your contact information.