Frequently asked questions about our recent reissuing of Debit Cards

1. Why am I getting a new debit card?

   Hawthorne has issued new debit cards with individual numbers to all joint owners to increase security and improve the recovery process when a card is lost or stolen. Primary account owners can continue to use their existing cards. Going forward, all account owners of the checking account will have individual debit card numbers and PINs for the same checking account. This way, if one of your cards is lost or stolen, the other account owner can continue to use their card while a replacement card is sent to the other account owner.
    

2. Why have I received more than one card?
   You may have received more than one card if you are the joint account holder on more than one account. For security reasons, we cannot identify your account number or card number on the mailer regarding your card OR your PIN. If you received multiple cards and PINs, we recommend you first activate your cards, then take your cards and PINs to an ATM to determine which PIN belongs to each card.
    

3. I am the primary account holder.  Why have I not received a new card?
   The primary account holder will not get a new card until their current card expires. Primary account owners can continue to use their existing cards. Going forward, all account owners of the checking account will have individual debit card numbers and PINs for the same checking account. This way, if one of your cards is lost or stolen, the other account owner can continue to use their card while a replacement card is sent to the other account owner.
    

4. If only joint account holders are receiving new debit cards why did we receive two cards?
   When joint accounts holders have more than one account with a different primary account holder on each account, the joint owner on each account received a new debit card. Please contact Member Services and we’ll be happy to help you determine which card belongs to which account.
    

 
5. Why have I received a new PIN for my debit card, but have not received a new card?
   Due to circumstances out of our control, some joint owner debit cards were mailed after the PINs. You will receive your card around June 19. Please retain the PIN you received to use with your debit card when it arrives.  Continue using your current debit card and PIN until your new card arrives.
    
6. Will the PIN number from my old card transfer over to the new card?

   No, you will receive a new PIN in the mail.  For security reasons, PINs are mailed separately.
    

7. Where is my PIN?

   For security reasons, it arrives several days after the card in a separate mailing.
    

8. How can I change the pin number?

   Please bring the card into any branches and you can select your own 4 digit pin.

If you have any automatic debits on your existing debit card, you will need to notify the companies of your new debit card account information as soon as possible. This will prevent disruption of any services, products or electronic payment postings to your debit card account. We regret any inconvenience this change may cause. If you have any questions about your new debit card, please contact us at 630-369-4070 (or outside Illinois at 800-848-1697).