We've collected the most Frequently Asked Questions on this page for easy reference. If your question isn't answered here, please use the Contact Us form or call customer service at 810.245-2950.
Personal Banking Questions
How can I set up direct deposit to my account?
To set up direct deposit to your account at Lakestone , you can fill out the Direct Deposit form and turn it in the your work human resources or payroll department.
How do I change my address or phone number?
You can update your address and phone number visiting your nearest branch or by contacting customer service through the Contact Us form.
How can I send or receive a wire transfer?
Incoming and outgoing wire transfers can be done through your financial institution or Lakestone Bank & Trust office for a fee. The following information will be required in order to set these up:
- Account number
- Name as it appears on the account
- Please use the Routing Number of 072403046 for wires coming into Lakestone Bank & Trust, or obtain the Routing Number of the financial institution you wish to wire the funds to.
How can I obtain a free copy of my credit report?
The Fair Credit Reporting Act permits consumers to request a free copy of their credit report once every 12 months from each of the three major credit reporting agencies (Equifax, Experian, Trans Union) and ensures the right to dispute inaccuracies without cost. Order your credit report at www.annualcreditreport.com.
Checking and Savings Accounts
Can I reorder checks online?
You can always stop by a Lakestone Bank & Trust office to complete your order or place your order online at Deluxe. To reorder checks you will need your routing/transit number 072403046, account number and the starting number of your next check.
What types of overdraft protection does Lakestone offer? How can I set up overdraft protection on my checking account?
Lakestone Bank & Trust offers three types of overdraft protection for a checking account. Access our overdraft coverage page to find more information.
How can I stop a payment?
You may request stop payment services for a check that has not already been accepted by Lakestone processing. A stop payment order will be in effect for six months, and a fee will be charged to your account. You can place the stop payment through online banking or contact customer service at 810.245-2950.
What is an ACH transaction?
Any item that posts to a checking account which was initiated by the customer providing their account and routing number electronically. Examples: Insurance Premiums, Cell Phone payments, Utility payments.
Where can I find my full Account and Routing Number?
You can find your Account and Routing Number along the bottom of your checks. Reading from left to right the first nine digits are the bank routing number, followed by eight digits that make up your account number with the final digits representing your check number. Click for more info.
How do I enable “Password Reset”?
In order for you to use the “Reset Password” feature, you must first activate the “Reset Password” function in your personal settings in Online Banking.
- Login to your Online Banking account.
- Go to the “Options” tab. Verify your current email address. (You must have a valid email address to use the “Reset Password” function.) An email will be sent to this address with a link to reset your password if you ever lock yourself out.
- Create a security question and type in the answer. NOTE: Answers are case sensitive.
- Click on the “Submit” button to accept the changes.
- You are now set up to reset your PIN online.
To reset your PIN simply do the following:
Click the “Reset Password” link in the login box of Online Banking and follow the prompts. Within a few minutes, you will receive an email that will guide you through establishing a new password. You have two hours to respond to the email; otherwise you will have to start the process over. When you receive the email from customer.service@LAKESTONEbank.com, click on the link provided to reset your PIN. The link connects you to a screen that asks for your Online Banking ID and the answer to the personal security question you answered. Click “Submit” and a new screen will appear where you enter your new 7 - 8 digit alphanumeric PIN. (NOTE: It cannot start with a number, it should include both upper and lower case letters, numbers and special characters should be randomly placed in the password.)
- Enter the new PIN
- Re-enter the new PIN
- Click “Submit”
A message will display stating, “Your PIN has been successfully updated.” You can choose to “Go to Login page” or “Close Browser.”
If you have not established the “Reset Password” option ahead of time, our Customer Service Department can help you. Please call 810.245.2950 during regular banking hours.
For security reasons, we cannot reset your Online Banking password using an email request.
What are Lakestone’s most common fees for products and services?
What are the phones numbers for departments within the Bank?
- Customer Service: 810.245.2950
- Commercial Loans: 810.245.2954
- Retail Lending: 810.245.2944
- Loan Adjustments: 810.538.1916
- Prestige Club: 810.538.1925
- CBC Financial Services: 810.245.2935
- Trust Department: 810.245.2934
- Marketing Department: 810.538.1925
- Human Resources: 810.538.1922
What holidays will Lakestone be closed?
- Martin Luther King Jr. Day
- Presidents Day
- Memorial Day
- 4th of July
- Labor Day
- Columbus Day
- Veterans Day
- Thanksgiving Day
- Christmas Day
- New Year's Day
How can I report a lost or stolen card and get a replacement?
If your debit card is lost or stolen, you should log in to Online Banking immediately, click on “Lost/Stolen Card,” and follow the instructions. You can also contact any of our offices to report a lost or stolen card. If the event occurs outside of normal banking hours call MasterCard® at 800.411.2498. Call the Bank during business hours to request a new card or in person at all office.
Will my debit card work outside the United States?
For your security, your card will not work outside the United States. If you plan on travelling outside the country, stop by any office and speak with a customer service representative. Your account can be activated for foreign use for your specified days of travel.
How do I reset my debit card PIN number?
You can reset your PIN number at any Lakestone ATMs, using Direct Line telephone banking 877.460.2265, or at any Lakestone office.
What if my credit card gets lost or stolen?
If you have a missing credit card, report it immediately to TIB’s 24-hour Customer Service number, 800.367.7576. This number is also printed on your monthly statements. They will cancel your card and send you a new one.
What if there are unauthorized charges on my stolen card?
If your card is stolen, you're not liable for these charges. If you suspect your card has been stolen you should call TIB right away at 800.367.7576.
What if I want to dispute a charge on my statement?
If you have a problem with the quality of property or services that you have purchased with TIB Credit Card and you have tried in good faith to correct the problem with the merchant, call us at 800.367.7576.
Where do I mail my payments?
Please send any TIB Credit Card payments via regular mail to:
Card Service Center
PO Box 569100
Dallas, TX 75356-9100
Please include your credit card account number on your check. You can also set up bill pay within Lakestone’s Online Banking to avoid postage fees.
Are there other ways I can make payments?
Yes. You can pay your bill online using www.cardaccount.net.
What is www.cardaccount.net?
www.cardaccount.net provides an easy and secure way to view your credit card account information online. With this service you can view your account summary and transaction information and make payments, at your convenience.
What information is needed to use www.cardaccount.net?
To use www.cardaccount.net click on the "Sign In" button located at the top of the page. You will be asked to provide certain security information. This information helps TIB to authenticate you and to provide you with the correct account information.
How much does it cost to view my transaction activity online?
www.cardaccount.net is service provided to you as a feature of your TIB Credit Card at no additional charge.
What account information can I see on www.cardaccount.net?
www.cardaccount.net includes account summary information and your monthly transaction activity for the current and two previous billing cycles. For your convenience, you can also view your transaction activity since your latest paper statement was issued through the mail.
Who do I contact if I have an issue with an item within my online transaction activity?
If you have questions about charges to your account, transactions on your account or any other account information displayed on this Web site, please call 800.367.7576. This number is also available after you sign in.
If I use this service, will I still get a paper statement in the mail?
Unless you elect to receive your statement online, use of this service will not have any effect on whether or not you get a paper statement in the mail. All company control accounts and individually billed accounts will receive a paper statement in the mail.
What security measures does www.cardaccount.net use?
TIB uses advanced encryption techniques, including Secure Socket Layer technology, to protect the information you provide to them over the Internet. You can tell that the session is secure when you see a locked padlock displayed at the bottom of most browser windows. In addition, before displaying any transaction activity information online, TIB verifies the identity of the cardholder, using the sign in or enrollment information.
Can anyone other than the cardholder view statements or make bill payments?
The information requested on the Sign In page is designed so that all cardholders can enter the site and view their own account information. In the case of business cards, the company or control account can view the account information of all sub-accounts and make payments on the company or control account. Sub-accounts can view only their own account information. In the case of consumer cards, all cardholders can enter the site, view their own account information and make payments on their own, individual account. For quality assurance, customer service or account maintenance purposes, TIB and its employees and agents may also access your account information through this website.
What is a compromised card?
A compromised card is a card that is at risk of being used fraudulently. Cards may be compromised due to any type of suspicious activity, including: skimming, computer theft, unauthorized network intrusion, or any other type of suspicious activity.
Why are you reissuing my compromised card?
Lakestone Bank & Trust takes every compromise seriously and issues replacement cards for affected customers. As part of their routine practice, MasterCard (or VISA) communicates with Lakestone about data compromises that occurred. Your card account has been identified as having a high likelihood for fraudulent activity. To protect your card and account, we have elected to reissue you your card.
What if I do not want to have my current card replaced?
Compromises are serious. Fraudulent activity may occur if the card is not replaced. The fraud dispute process can be more inconvenient to customers than simply having a card replaced. While many customers do not experience fraud when a compromise is reported, the risk of exposure still exists if the cards are not replaced. To protect our customers, minimize inconvenience and losses, Lakestone requires compromised cards to be replaced.
Does receiving a replacement card for my compromised account mean that I have fraud on my compromised account?
Not necessarily. In fact, among the list of card numbers we periodically receive, only a few are affected by fraud. Take the opportunity to review your monthly statement(s). Remember to review your daily transactions in Online Banking.
Do I need to activate my new card?
Yes, you will need to activate your new card by making a transaction at an ATM. You can reset your PIN number at any Lakestone ATM, using Direct Line telephone banking 877.460.2265, or at a Lakestone office.
What if I have recurring payments with merchants made to my compromised card number?
You should contact the merchant(s) immediately upon receipt of your replacement card(s) and provide them with the new card number and expiration date. This process may be as simple as logging into the corresponding merchant(s) site and updating the information yourself.
What should I do to make sure my card does not have fraudulent activity?
Look at the transactions made on your card since your last statement and tell us if you are concerned about any of the transactions. You might also examine your most recent statements to look for anything unusual. If you find something, let us know immediately. What's important to remember is that Lakestone protects your debit card relationships against unauthorized charges on your account in accordance with your cardholder agreement and MasterCard U.S. zero liability policies*.
*With Zero Liability Protection from MasterCard® you will have no liability for "unauthorized transactions" made using your Lakestone issued MasterCard Debit card. Zero Liability applies to transactions made in the store, over the telephone or online. As a cardholder, you will not be held responsible for unauthorized transactions if the following conditions are met: (i) you have exercised reasonable care in safeguarding your card and PIN from loss or theft; and (ii) upon becoming aware of such loss or theft, you have promptly reported the loss or theft to Lakestone. Zero Liability does not apply to MasterCard payment cards: (i) used for commercial purposes (NOTE: Zero Liability does apply to MasterCard credit and debit cards for small businesses); (ii) anonymous prepaid cards (such as store or gift cards) until such time as the identity of the cardholder has been registered with the financial institution that issued the card. Certain terms, conditions and exclusions apply.
What do I need to do if I discover fraud on my account?
If you discover fraud on your account, contact Lakestone Bank & Trust immediately at 810.245.2950. You will need to complete a transaction dispute form at your local branch with a Lakestone Representative.
There are additional individuals on my bank accounts. Does this affect their cards too?
Not necessarily. Debit cards tied to a one checking account have unique card numbers. If their card has been compromised, they too will receive written notification.
What can I do to keep this from happening again?
While we employ the latest systems and technology to monitor and prevent card fraud, unfortunately, we have no way of stopping criminals from "hacking" into databases of merchants or processors. We have proactively reissued your card to protect from fraudulent transactions. We recognize the aggravation customers face in acquiring a replacement card or having fraudulent activity removed from their account.
Who should I call if I believe my account has been compromised?
If you have questions about your account, please contact one of our customer service at 810.245.2950.