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Merrimack County Savings Bank

Merrimack style is treating everyone – customers, employees and community members – with dignity, care, respect and compassion.

Banking & COVID19 – Frequently Asked Questions

Posted on March 23, 2020

  • Is the drive‑up sanitary?
    • We’re regularly wiping and sanitizing the insides & outsides of tubes and the buttons on the drive-ups. We also swap tubes out for additional cleaning. In addition, we’re sending out clean, unused pens for each transaction so feel free to take it with you.
  • What if I need to talk with someone about an account or have a complicated transaction?
    • Feel free to call us at 603.225.2793 or 800.541.0006. If we are unable to help you over the phone or at the drive-up we are happy to schedule an appointment. We understand that some processes or transactions still need to be done in person.
  • I have large amounts of coin – how do I take care of that?
    • Simply call ahead at 603.225.2793 or 800.541.0006, and we’ll make arrangements to meet you at our door and process your order.
  • What if I need to do a coin order for my business?
    • Simply call ahead at 603.225.2793 or 800.541.0006, and we’ll make arrangements to meet you at our door and process your coin order as usual.
  • Is my money safe? Should I withdraw my cash?
    • We understand that this is an uncertain time. Please rest assured, you still have full access to your money and accounts. You can access your on-line banking to make transfers and pay bills as usual, our ATM is open and frequently sanitized. The drive-ups and telephone banking are still available to you.
      • Maintaining funds at the bank allows you to access your funds in many ways including your debit card, ATMs and through internet, mobile and telephone banking. And you can always access your cash when you need it.
    • The safest place for your money is still in the security of a financial institution. We are FDIC insured.
      • The FDIC has a team of subject matter experts available to answer your questions. Please call 1-877-ASK-FDIC (1-877-275-3342) and ask to speak to a Deposit Insurance Subject Matter Expert between 8:30AM- 5:00PM Monday-Friday.
      • Cash can carry germs and some stores are not accepting it at the moment.
      • Keeping large amounts of cash in your home could be risky in the case of a robbery.
  • How long do you anticipate this lasting?
    • The health of our employees, customers and community are our biggest concerns. We’re keeping up with CDC, WHO and government recommendations.
  • Are your lobbies closed because someone there was infected?
    • No, we’re simply taking a proactive approach to ensure that we are keeping everyone safe and can continue serving our customers with healthy staff.
  • Is The Merrimack going to close the branches completely?
    • We are very strong and solid and are here to weather the storm right along with you. We are operating in a business as usual mode and will continue to monitor the state mandated guidelines and take appropriate action based on guidance from the government and the CDC.
  • How can I open a Business Account?
    • Thank you so much for choosing The Merrimack. Please give us a call at 603.225.2793 or 800.541.0006 to make an appointment. We’ll have you come in, but some of the preliminary paperwork we can do over the phone.
  • What if I can’t make a mortgage or loan payment because of financial hardship?
    • Merrimack County Savings Bank remains committed to being here to serve our customers and community, just as we have for more than 150 years. We realize the evolving health care crisis will present new financial challenges for some of you. We are ready to work with you to find solutions to help get you through this stressful time. We invite our customers to contact us directly at 800.541.0006 to discuss your specific needs.
  • Maybe this would be a good time to start using online banking. How do I get set up?
    • It is a great time to set up your online baking. If you’re new to internet banking or have not yet downloaded our mobile app visit themerrimack.com and click “Sign Up For Online Banking”. If you need additional help, just give us a call at 603.279.9294. Online banking is a very safe, secure way to manage your accounts, make electronic payments and touch less cash.
  • I am working with a lender to close on a loan and do not feel comfortable sending documents online.
    • No problem, you can either send them through the drive-up canister or call us in advance 603.225.2793 or 800.541.0006. We’re happy to meet you outside.
  • Since The Merrimack has temporarily reduced branch access, is my money still insured?
    • Out of a sense of responsibility to our employees, to the people we serve, and to our entire community, The Merrimack temporarily converted to drive-up services only. Regardless of the bank’s operating conditions, your money is insured by the FDIC. Deposits with an FDIC-insured bank or savings institution will continue to be protected up to at least $250,000. Please see additional information regarding deposit insurance.
  • Will there be enough cash during a pandemic or other national disaster?
    • The Federal Reserve System has and will continue to meet the currency needs of banking customers. Be assured that sufficient resources are available to handle customer needs. Keep in mind, the safest place for your money is with your local community bank. Banks will continue to ensure that their customers have access to funds either directly or electronically, and inside an FDIC- insured bank, your funds are protected by the FDIC
  • Is there anyone I can speak with if I have detailed questions about my FDIC deposit insurance coverage
    • We can certainly help if you call us at 603.225.2793  or via the “contact” form on our website.
    • The FDIC also has a team of subject matter experts available to answer your questions. Please call 1-877-ASK-FDIC (1-877-275-3342) and ask to speak to a Deposit Insurance Subject Matter Expert between 8:30AM- 5:00PM Monday-Friday. If you prefer, you can also contact the FDIC in writing through the FDIC Deposit Insurance Form via the FDIC Information and Support Center at: https://ask.fdic.gov/fdicinformationandsupportcenter/s/.
  • I have deposits at a bank that I think may exceed the FDIC’s deposit insurance limits. What should I do?
    • We can certainly help you with those questions.
    • Also, at https://www.fdic.gov/deposit/, the FDIC has a number of deposit insurance resources to help you determine your deposit insurance coverage. A key tool for determining deposit insurance coverage is the Electronic Deposit Insurance Estimator (EDIE), which is available at https://edie.fdic.gov/. In addition, the FDIC website has a wide range of other links that can help you determine your deposit insurance coverage. The FDIC also has a team of subject matter experts available to answer your questions. Please call 1-877-ASK-FDIC (1-877-275-3342) and ask to speak to a Deposit Insurance Subject Matter Expert between 8:30AM- 5:00PM Monday-Friday. If you prefer, you can also contact the FDIC in writing through our FDIC Deposit Insurance Form via the FDIC Information and Support Center at: https://ask.fdic.gov/fdicinformationandsupportcenter/s/.
  • Who can I contact for information about banking services?
    • Customers with questions can contact us at 603.225-2793 or 800-541-0006 during business hours
  • I’ve relocated due to COVID-19, will local banks cash my checks if I’m not a customer of that bank?
    • If you need a check cashed that is not on-us, please contact us. We will work with you and your bank to make this work whenever we can.
    • The FDIC is encouraging banks to consider easing restrictions on cashing out-of-state and non‑customer checks. Ask the new bank you are dealing with to call your bank to determine your account balance and to consider allowing you to complete your transactions with them, as a non-customer of that institution. However, you may want to consider opening a new banking account in the area in which you have relocated. Opening a deposit account at a financial institution does not affect a consumer’s credit report. To open an account with The Merrimack, visit our website or call us at 603.279.9294.
  • I need to withdraw money from my certificate of deposit to help pay for unexpected expenses as a result of COVID-19. Will The Merrimack let me withdraw my money without penalty?
    • We realize that the evolving health care crisis may present new financial challenges for some of you.We are ready to work with you to find solutions to help get you through this stressful time. We invite our customers to contact us directly to discuss your specific needs.
  • Our community is being encouraged to use social distancing to help stop the spread of COVID-19. The Merrimack is restricting lobby access and I need to go to The Merrimack to get cash and conduct transactions. What should I do?
    • Although our lobbies are temporarily closed to the public, we are “open for business” – and you will still have access to banking services:
      1. via our Drive‑up Windows
      2. via our ATMs
    • via our Night Depositories
      1. If necessary, in person by appointment only at all offices
      2. If you feel an in-person appointment is necessary, I encourage you to allow us to “meet” via telephone, web conference or with the use of other technology. Give us a call at 603-279-7986 or 800.541.0006 and we’ll be happy to make those arrangements with you.
    • There are many ways we can serve you 24/7 from the convenience of your own home.
      1. Using Online Banking or The Merrimack Mobile App (a free download from Google Play or the App Store), you can check balances, view transactions make payments, transfer money and pay bills. To sign up for online banking, click here.
      2. You can also deposit checks using our app on your mobile device or tablet.
    • We offer banking by phone by calling 603.224.6272
    • Online personal account opening, mortgage/consumer loan applications, as well as loan payment options and debit card protection features can also be found on our website.
    • All of these services are offered at no additional charge.If you need assistance signing up for or using any of these tools, just give us a call during normal business hours at 603.225.2793.
  • I can’t reach The Merrimack by phone or internet. What should I do?
    • We are prepared to work together with you throughout these challenging times — with your safety and the safety of our employees at the forefront of all our decisions. At this time, we have sufficient personnel in place to respond to calls, social media and questions from customers at our drive-ups and through our website. We will continue to closely monitor the COVID-19 situation and will re-evaluate as necessary, so stay tuned. To be sure that we can reach you, ensure that we have your most up to date email address and that you are “opted in” for communications so we can inform you of changes.  You can also visit our website and our Twitter, Facebook and LinkedIn pages for updates.
  • I would like to send money to a relative or friend affected by COVID-19. How do I wire money to or from an institution?
    • Please contact us at 603-225-2793 or 800-541-0006 for instructions and assistance
    • Here are some steps for wiring money to or from any bank
      1. Contact the institution to which you want to send or retrieve money and determine if the bank can accept or send wire transfers.
      2. Provide the following information:
        • Either your account number or the account number of the individual who will receive the money (in the middle of the check or deposit slip) and the bank routing number (in the lower left hand corner of your check or deposit slip). If you cannot find a bank’s routing number, it may be listed on the bank’s web page.
        • The address of the bank to which you are wiring money.
    • If you are transferring the funds over the internet, ask the institution to fax or email you a confirmation so you know the person receives the money.
      1. You should understand the identification verification process at the receiving institution. Some institutions will accept incoming wires for non-customers but will require proof of your identity before they release the funds. Ensure you have the identification required or explain up front what you have and ask the bank if that is acceptable. Also, determine up front whether there are any fees associated with wiring funds.
  • How can I protect against fraud or scams?
    • Our Risk Management team is carefully monitoring COVID19 related fraud and we are posting the information on our social media feeds as well as our
    • Not only has the coronavirus impacted people’s health, world travel and economies, but different cyber threats are lurking in this environment and fraudsters are anything but novel when it comes to taking advantage of the situation.
    • There have been reports of phishing campaigns utilizing coronavirus safety-themed emails and Microsoft Office documents/attachments portraying to be from various ministries of health, the World Health Organization or the CDC that contain Trojans and other malware.
    • Most recently, a malicious website has been detected pretending to be the live map for coronavirus COVID-19 Global Cases by Johns Hopkins University. This site was designed by fraudsters to steal sensitive personal information from the unwitting visitor.
    • Additionally, there is an increase in disinformation campaigns as a way to feed the fear frenzy and drive consumers to scam sites or to fall victim to the phishing campaigns. Scammers are taking advantage of the fears surrounding the coronavirus and have setup websites to sell bogus products.
    • Some steps you can take:
      1. Don’t click on links from sources that you don’t know. Organizations like the CDC and WHO are not going to solicit you out of the blue.
      2. Use trusted sources—such as legitimate, government websites—for up-to-date, fact-based information about COVID-19. We are monitoring the State of NH Health Department,the World Health Organization (WHO) and the Centers for Disease Control and Prevention (CDC)
    • Avoid clicking on links in unsolicited emails and be wary of email attachments.
      1. Be alert to fake “investment opportunities” related to promotions claiming that the products or services of publicly-traded companies can prevent, detect, or cure coronavirus and that the stock of these companies will dramatically increase in value as a result.
      2. Verify a charity’s authenticity before making donations. Review the Federal Trade Commission’s page on Charity Scams for more information.
    • Please contact us or local law enforcement if you are concerned that you may have fallen victim to a COVID-19 scam so that we can assist you with protecting your accounts and identity.
  • I am no longer working due to COVID-19 and don’t have the income to live on and meet my payments. If I miss some loan payments, how will this affect my credit? Will I be charged late fees?
    • We realize that the evolving health care crisis may present new financial challenges for some of you. We are ready to work with you to find solutions to help get you through this stressful time. We invite our customers to contact usdirectly to discuss your specific needs.
    • Some general suggestions that may also be helpful:
      1. Immediately contact your creditors if you do not think you can pay your bills or make credit card or loan payments on time. Paying your debts late or not at all can result in penalties, interest charges, and damage to your credit score. Your creditors should be able to work with you on a solution, but it is important to contact them as soon as possible and explain your situation.
      2. If you have additional concerns or a complaint with a business such as a financial institution or an insurance company, be proactive. First, contact the firm directly. If that does not produce the desired results, you may contact the appropriate federal or state regulatory agency for help or guidance.
  • What steps can I take to prevent identity theft and what can I do if someone steals my identity?
    • Please contact us or local law enforcement if you are concerned that you may have fallen victim to identify so that we can assist you with protecting your accounts and identity
    • If you feel ID theft is a concern, or have reason to believe you may be a victim of ID theft, you may place a “fraud alert” on your credit file, by contacting the fraud department at one of the three major credit bureaus:
      1. Equifax: 1-800-525-6285; www.equifax.com P.O. Box 740241, Atlanta, GA 30374- 0241
      2. Experian: 1-888-EXPERIAN or 1-888-397-3742; www.experian.com P.O. Box 9554, Allen, TX 75013
      3. TransUnion: 1-888-909-8872; www.transunion.com Fraud Victim Assistance Department, P.O. Box 2000, Chester, PA 19016
    • You only need to notify one credit bureau. The one that processes your fraud alert will notify the other two. Those two then must place fraud alerts in your file. Placing a “fraud alert” on your credit file can help prevent a thief from opening new accounts or making changes to your existing accounts. Be aware, however, that placing an alert on your credit file also may prevent you from opening an account unless the bank can contact you and positively confirm your identity and that you are applying for credit.
    • As always, protect your Social Security number, bank account and credit card numbers, and other personal information, especially in response to unsolicited requests from strangers. Fraudsters may try to trick you into divulging personal information, or they may steal sensitive mail or documents from homes and offices.
  • I do not have access to my personal IDs or financial records due to an unexpected quarantine caused by COVID-19. How do I rebuild my financial records?
    • Replace your driver’s license or state identification (ID) card.
      1. A driver’s license and a state ID card for non-drivers are the most commonly used IDs for proof of identity. These documents should be replaced as soon as possible. Contact the Department of Motor Vehicles URL
    • Replace your Social Security card.
      1. The Social Security Administration’s (SSA) card replacement process requires another form of identification, such as a driver’s license. For more information, call 1-800-772- 1213 (TTY 1-800-325-0778) or go to www.SSA.gov and click on “Get Or Replace A Social Security Card.” The website also provides information about Social Security benefit payments at www.socialsecurity.gov/emergency.
    • Consider replacing other documents that may serve as proof of identity, such as your passport, employer ID card, marriage or divorce record or adoption record.
    • Replace your credit cards, debit cards, and checks and inquire about your safe deposit box.
      1. We can explain the process for replacing your cards, checks, and financial records. If you kept documents in our safe deposit box, you may want to inquire to the institution about how you can access your box.
      2. For credit cards, if you are unsure of which financial institution issued your card, contact the four major credit card companies:
  • How do I file a complaint against a bank?
    • As part of their supervisory responsibility, the FDIC provides support to the public by responding to complaints and inquiries involving financial institutions and deposit insurance coverage. The FDIC Information and Support Center allows users to submit a request or complaint, check on the status of a complaint or inquiry, and securely exchange documents with the FDIC. If the bank involved is an FDIC-regulated bank, the FDIC will initiate an investigation into the matter. Complaints or inquiries involving banks that are not primarily regulated by the FDIC will be referred to the appropriate federal banking regulator for handling. To find a bank’s primary federal regulator, you may search the FDIC’s
    • In order for the FDIC to investigate your concerns, you must submit specific details regarding the incident in writing. You can submit your complaint or inquiry online at the FDIC Information and Support Center at https://ask.fdic.gov/fdicinformationandsupportcenter/s/ . Alternatively, you can submit a complaint or inquiry by fax to the Consumer Response Center at 703-812-1020
  • I mailed a complaint to the FDIC last week. Did they receive it and what is the status?
    • As of March 16, 2020, FDIC employees have been mandated to work from home to limit exposure from COVID-19. There may be some delays in processing physical mail. To avoid delays, and if possible, it is recommended that complaints and inquiries be submitted to the FDIC Consumer Response Center by visiting the FDIC Information and Support Center at https://ask.fdic.gov/fdicinformationandsupportcenter/s/.  From there, consumers may submit an inquiry or complaint, check on the status of a submission, and view the FDIC’s response.  Please be aware you will need to create a user account in order to track the status of a complaint or inquiry and to securely view certain documents the FDIC obtained from a bank, which may contain personally identifiable information.