Frequently Asked Questions

Massena Savings & Loan

If you don't find your answer here, send an email to help@massenasavingsloan.com.  You can also call us at 315-764-0541 during business hours (Monday-Thursday 9-5 and Friday 9-6).  All e-mails will be responded to as soon as possible.

I lost my debit card/My debit card was stolen. What should I do?

Please contact Massena Savings & Loan immediately so we can take the proper steps to have your card blocked. If the bank is closed, call 1-800-264-5578.

Who should I call if I notice unauthorized transactions?

Please contact Massena Savings & Loan immediately so we can take the proper steps to have your card blocked. If the bank is closed, call 1-800-264-5578.

I was contacted by FraudWatch. Who is FraudWatch?

You may not know it, but you have round-the-clock protection against the increasingly savvy perpetrators of debit card fraud. That's because the debit cards we issue are protected by FraudWatch® PLUS.

Through an important partner of ours we provide industry leading technology, tools and the expertise to manage fraud. Experienced fraud analysts work around the clock, watching for any suspicious card activity and will contact you immediately if they detect potential fraud on your card. Their number is 1-866-842-5208.

So if you ever get a call from Fraud Prevention Services or Card Prevention Services, know that they are doing their job to prevent potential fraudulent use of your card.
Fraud is serious business, and can hit anytime. That is why we are working to detect and prevent fraud from happening to you. Therefore, please keep your contact information up to date.

I am going to another country on vacation. Will I be able to use my debit card?

For security reasons, Massena Savings & Loan debit cards only work in the United States and Canada.

Are funds automatically withdrawn from my account when I use my debit card?

Not always. The funds may come out of the account immediately or the merchant may preauthorize an amount until the funds are withdrawn.

Why is my available balance less than my current balance?

If your debit card is used to make a purchase and the merchant preauthorizes the amount before the funds are withdrawn from your account, this will cause your balances to reflect a difference. If you have deposited a check in which we have placed a hold, this would also cause a difference in the available and current balance. Please feel free to contact us for further assistance with this.

Is there a charge when I use my debit card at a Massena Savings & Loan ATM machine? What about an ATM machine not owned by Massena Savings & Loan?

We do not charge our customers for using a Massena Savings & Loan ATM. However, if you use any ATM machine not owned by Massena Savings & Loan, you will be charged the amount that particular ATM states.

Is there a charge when I used my debit card to make purchases?

Massena Savings & Loan does not charge any fees to use debit cards.

I have forgotten or would like to change my PIN number for my debit card. How can I get a new one?

You can reset or change your PIN number by stopping by either of our branches.

I authorized a company to debit my account once and they have debited my account again. What should I do?

Your first step is to try to resolve the issue with the merchant. When you contact the merchant, make sure you remember who you spoke with, when you spoke with them, and what was discussed. If you are not able to resolve your issue with the merchant, please visit either of our branches to fill out and sign an unauthorized debit form. We can then start the process of trying to get your money returned to you as well as ceasing the company from withdrawing funds from your account.

Why is my loan payoff different than my current balance?

Interest accrues daily on all Massena Savings & Loan loans. Therefore, you should contact Massena Savings & Loan if you are planning to pay off a loan to receive the exact amount needed.

Can I have my loan payments transferred from my checking or savings account?

Yes, you can have your loans payments transferred automatically from another account here at Massena Savings & Loan.

How do I go about removing someone from my account(s) at Massena Savings & Loan?

All owners must visit either branch and sign a form to have any names removed from an account. This form is available at the teller line.

Can I put a stop payment on a check?

For a $25 fee, a stop payment can be placed on a check. You will need to visit either branch to fill out the stop payment form.

Can I have money wired into my account? Can I wire money to another financial institution?

If you are looking to have money wired into your account, please contact Massena Savings & Loan for our specific wire instructions. There is a $20 fee for all incoming wires. If you are looking to have money wired to another financial institution, you will need to contact that financial institution for specific wire instructions. You will also have to gather the name, address, and account number for the party receiving the funds. There is a $30 fee for all domestic wires. The following chart shows the fees for all international wires:

$30 charge: $0-$499.99
$45 charge: $500.00-$9,999.99
$50 charge: $10,000.00-$24,999.99
$55 charge: $25,000.00-$49,999.99
$60 charge: $50,000.00 and greater

If I make an ATM deposit, are the funds available immediately?

All deposits made through the ATM cannot be made available until the deposit has been verified. Therefore, the funds will be made available the next business day after the deposit is made. There is a night deposit right before our ATM at both branches. These deposits are processed first thing every business day.

If I make a deposit after 2pm, will it be available immediately?

All deposits will be processed the same day they are received. The funds will be available unless the teller states otherwise.

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