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Lost or Stolen Cards


If your GRB debit card is lost or stolen, please contact us in one of the following ways:

  • During business hours, call 585.663.8930
  • After business hours, call 800.417.4592
  • Login to GRBonline and go to Account Options > ATM/Debit Card to deactivate online



Fraud Alerts


Change to Fraud Prevention Service

In our continuing efforts to keep customer accounts secure, we’ve improved our alert system for potential fraud as follows:


  • When potential fraud is detected, you will receive an automatic email notification from Genesee Regional Bank with the option to reply with “fraud” or “no fraud.”
  • One minute after the email, you will receive a text alert from 32874 between 7 a.m. and 9 p.m. EST which also has the “fraud” or “no fraud” option (*SEE BELOW).
  • If there is no response received from you, five minutes after the text alert you will receive automatic phone calls to confirm or deny fraud.


Remember – our messages will never ask for your PIN or account number.


* The phone number for our Fraud Center has changed to 800.417.4592. If you add this number to your phone contacts and label it “GRB Fraud Center,” it will display whenever you get a call from this number.



FBI Issues Warning About "CEO Fraud"

The FBI recently released a warning about a significant increase in scams known as “CEO Fraud.” This type of fraud usually involves thieves gaining access to an executive’s email (by phishing) or impersonating the executive by using a similar email address. The thieves send emails to company employees giving the appearance of providing legitimate wire transfer instructions.


Click here for further information from Krebs on Security.


Here are some ways you can protect your accounts:


  • Educate employees that are involved in sending wire and ACH transactions
  • Incorporate verbal confirmations of such transfers into your procedures
  • Be suspicious of any emails from unfamilar or unknown sources, specifically those with links embedded. Educate employees not to click on these links
  • Be careful what your company posts on social media or your company website that specifies job descriptions/functions or hierarchical structures
  • Set up a company website domain and establish company email accounts instead of using free, web-based solutions.


Please contact your Relationship Manager or a Commercial Relationship Associate promptly or call us at 585.249.1540 if you think you may have been the victim of fraudulent activity.


Ransomware Attacks on the Rise

Ransomware infograhicThe American Bankers Association has released a new infographic to help customers understand, identify and protect themselves from ransomware -- a type of malicious software attack that freezes computers and mobile devices until the victim pays a sum of money (ransom) to the attacker to release their files.  The FBI estimates that more than $1 billion will be lost to ransomware attacks in 2016.


To combat the threat of ransomware, consumers are encouraged to use caution when opening emails or attachments they don’t recognize, back up their files, use popup blockers to avert unwanted ads and malware and keep operating systems security software up to date. Businesses should also take proactive steps against ransomware by educating employees, managing the use of privileged accounts, having a data backup and recovery plan for all critical information and alerting law enforcement when faced with a possible attack.


Learn more about ransomware from the ABA.



EMV "Chip Card" Replacements


GRB is replacing its magnetic stripe cards with new chip-enabled debit cards (also known as EMV cards).  EMV cards are a powerful new tool in the reduction of fraud and identify theft.  Below are common questions about how these cards work and how they provide a more secure purchasing experience:


What is an EMV card?

Chip card exampleEMV (chip) cards provide an added layer of security for in-person transactions with an embedded microchip that contains encrypted information and is harder to duplicate and counterfeit.


Which GRB cards are being replaced?

All GRB-issued cards will need to be replaced.  Currently, we are starting with HSA cards and will move to the other debit cards progressively.


If I have multiple cards from GRB, will I receive them at the same time? 

We are doing a progressive rollout, so most customers with multiple cards will see a staggered delivery of their new chip cards.


How do I use the chip card?

Merchants have special terminals that support EMV cards.  To use these terminals:

  • Insert the card chip first, facing up.
  • Leave your card in the reader until the transaction is complete.  Removing it too soon may result in the transaction not being processed correctly.
  • Follow the prompts at the terminal if your PIN is required.  This validates the transaction.
  • When your transaction is complete, remove the card from the reader.


What if a store does not have the new chip-reader terminals?

Your card still has a magnetic stripe that can be used to process transactions until merchants complete the process of transitioning to the new chip-embedded cards.


Are there any additional fees associated with EMV cards?

There are no additional costs to have or use the chip card.  Replacement fees may apply for lost or stolen cards. 


Will my EMV card work at all ATMs?

Yes, your new card will work at both chip-enabled ATMs and ATMs where only magnetic stripe transactions are processed.  Follow the instructions provided on the screen.  Chip-enabled ATMs will hold the card until the transaction is complete.


Is a PIN required for in-person transactions?

You may be asked for your PIN when using the EMV card in person.  If a PIN is not requested, you may be asked to sign a receipt just as you do today.


Can I continue to use my old card?

No, the EMV card replaces your old card.  Please destroy your old card.


Can I get my old cards replaced with EMV cards earlier?

Yes, we are happy to replace older-style magnetic stripe existing cards with chip cards upon request.


If you have additional questions, please contact our service team at 585.218.4280.