Customer Service
Customer Actions
Get To The Banking Services You Need Faster.
Important Phone Numbers to Get Help
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Account Related Assistance
Monday - Friday:
8:00 am - 8:00 pm CSTSaturday:
8:00 am - 5:00 pm CSTSunday:
8:00 am - 5:00 pm CST -
Online Banking
Monday - Friday:
8:00 am - 8:00 pm CSTSaturday:
8:00 am - 5:00 pm CSTSunday:
8:00 am - 5:00 pm CST -
Online Bill Pay
Daily:
6:00 am - 12:00 am CST -
Online Banking
Monday - Friday:
8:00 am - 8:00 pm CST -
Online Bill Pay
Daily:
6:00 am - 12:00 am CST -
Lost/Stolen Visa® Debit Card
24/7
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Activate a New Visa® Debit Card
24/7
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Change PIN on your Visa® Debit Card
24/7
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Lost/Stolen Credit Card
24/7
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Credit Card Balance Inquiry
24/7
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Diamond Secure Customers Only: Suspect identity fraud / Need to speak with a Resolution Specialist
Monday - Friday:
8:30 am - 5:00 pm EST -
Diamond Secure Customers Only: File a Cellular Telephone Claim
Monday - Friday:
8:30 am - 5:00 pm EST -
Business Premium Online Banking
Monday - Friday:
8:00 am - 6:00 pm CST
Our local bankers are here for your every need. If during business hours, please contact your branch, call our local number and press Option 5; we're here to help!
Find a Branch
Frequently Asked Questions
During after hours, here are a few frequently asked questions you may want to try.
Are there any limits to be aware of?
No, we do not have any limits in place for this service. Just make sure you have funds available in your account prior to the payment date.
Are there fees for using an ATM?
ATM fees apply to debit cards used outside the Pinnacle Bank and Bank of Colorado ATM network.
Can I control my own card?
Card features can be accessed with the Cards feature, providing control at your fingertips inside our Mobile Banking App.
Can I make a same-day payment?
Payments cannot be completed same day. Depending on how the payment is being sent, our PinnPay processor will send the payment 2-6 days prior to the payment date to ensure prompt delivery.
Can I report travel plans?
Card features can be accessed with Cards feature providing control at your fingertips inside our Mobile Banking App. Set specific travel days as you move about your trip. Agents are also available at 1-800-227-7715.
How do I change my email address on file with the bank?
Just log in to consumer online banking and click on Profile in the upper right-hand corner of the page. From there you can edit your email address.
How do I dispute an unknown charge?
If you are uncertain of a charge on your debit card, please reach out to your local branch or call us at 1-800-227-7715.
How do I make a large purchase with my Debit Card?
Your Visa Debit Card is subject to a standard transaction limit. For assistance with larger purchases, please contact your local branch to make necessary arrangements, or call 1-800-227-7715 to discuss your transaction.
How do I set a PIN?
A debit card PIN can be set using the Cards section of our Mobile Banking app, or by calling 1-800-992-3808.
I can't remember my Username for business online banking, how can I retrieve it?
You will need to call our customer support center at 1-800-789-7156 for assistance in retrieving your Username.
I've forgotten my business online banking password, how can I reset it?
Click on the gold Account Login button in the upper right-hand corner of the website. From there, click on Forgot Password or PIN? and then enter your Username and Email address. A new password will be emailed to you.
I've forgotten my online banking password, how can I reset it?
Just click on the gold Account Login button in the upper right-hand corner of the website, click on Personal Login, then click on Forgot Password, enter your Username, last four digits of your Social Security Number and your email address. A new password will be emailed to you.
I've forgotten my Username for online banking. How can I retrieve it?
You will need to call our customer support center at 1-800-227-7715 for assistance in retrieving your Username.
I've moved, can I change my address online?
Yes! Just log in to online banking. In the menu, choose Address Change and follow the on screen prompts. Keep in mind that address changes may take a few days to process.
What accounts can I use with PinnPay?
Any checking account that is viewable within our online banking platform can be used with PinnPay. Savings accounts cannot be utilized for PinnPay payments.
What date should I enter when making a payment?
When making a payment, you should input the date you would like the biller to receive the payment.
Who can I pay with PinnPay?
Anyone! When you want to add a biller, you have the opportunity to search for billers who are already in our payment network. For those billers you will only need to provide your account number with that specific biller. If the biller is not in our payment network, you can enter their address information, and a check will be mailed on your behalf.
Find a Person
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If you prefer assistance via email, our customer service email address is customerservice@pinnbanktx.com. Please be advised that email is not a secure method of communication and should not be used to provide personal, non-public information such as account numbers, social security numbers, dates of birth, etc.
And, as always, you are free to call your local branch for assistance.
NOTICE TO CONSUMER LOAN BORROWERS
IF YOU FEEL THERE HAS BEEN AN ERROR IN THE SERVICING OF YOUR MORTGAGE LOAN WITH PINNACLE BANK OR IF YOU WOULD LIKE INFORMATION CONCERNING YOUR MORTGAGE LOAN, PLEASE SEND A WRITTEN REQUEST TO:
Pinnacle Bank Compliance Department,
309 S Old Betsy Road, PO Box 676,
Keene TX 76059
Your request must contain a) Borrower’s name, b) Identification of your loan such as loan number and c) Information on the error that is believed to have occurred or a description of the information requested. You will receive a response within 5 business days.