Exchange Bank Customer Care: FAQs and Self-Service Guides
Category-sorted answers, self-service walkthroughs and phone routing for Exchange Bank personal, small-business and digital banking customers. Most Exchange Bank questions resolve faster through the mobile app or online banking than through a phone queue — start with the category card closest to your issue.
Exchange Bank customer care line: 1-800-995-4066, Monday through Friday 8:00am to 6:00pm, Saturday 9:00am to 2:00pm Pacific. Lost or stolen debit cards report 24/7 on the same line. Exchange Bank branch directory for in-person help: 17 Sonoma, Marin and Napa county locations.
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Help Categories
Six entry points covering 90% of customer questions.
Sign-In & Access
Password resets, MFA setup, lockout recovery, device changes, biometric enrolment and browser support. Covers web and mobile app sign-in.
Personal Accounts
Checking, savings, money market and certificates of deposit — opening, funding, statement access, cheque ordering and fees.
Small Business
Business checking tiers, merchant processing, ACH, Positive Pay, wire services and SBA lending questions.
Home Loans
Mortgage status, escrow, payment changes, HELOC draws, CalHFA programs and pre-qualification routing.
Digital
Bill payment, external transfers, Zelle, mobile deposit, alerts, paperless statements and app troubleshooting.
Cards & Security
Lost/stolen cards, card lock, fraud disputes, phishing reports, Reg E rights and identity-theft steps.
Search Tips and Phone Routing
Get to the answer in fewer clicks.
Use the search at the top of any Exchange Bank help article to find specific forms, PDFs and walkthroughs. Search supports stemmed queries — "reset password", "forgot password" and "password reset" all return the same results. For product-specific terms try the exact Exchange Bank product name: checking, savings, money market, CD, home loan, HELOC, SBA, merchant, Zelle, wire.
Phone Routing
The main Exchange Bank customer-care line is 1-800-995-4066. The auto-attendant branches into seven queues: sign-in help, personal accounts, business accounts, home loans, cards and fraud, digital banking, and general inquiries. Sign-in help and card/fraud queues are 24/7. Other queues follow business hours. Exchange Bank branch phones in Santa Rosa, Petaluma, Sebastopol, Healdsburg, Sonoma, Rohnert Park, Windsor, Cloverdale and other locations take direct calls during branch hours.
Branch Locator
The Exchange Bank branch directory lists all 17 locations with street addresses, hours, drive-up availability, ATM access and services (notary, safe deposit). Most branches are open Monday through Friday 9am to 5pm with Saturday 9am to 1pm at select locations.
Escalation Path
If a front-line Exchange Bank representative cannot resolve your issue, ask for the supervisor on duty. Complaints routed through the Consumer Financial Protection Bureau or the California DFPI consumer services division receive a formal 30-day response. The Exchange Bank internal customer-advocate email is privacy@exchangebank.at for privacy-specific escalations.
Common Issues and Fastest Resolution Paths
Self-service versus phone — when each is the better option.
| Issue | Self-Service Path | Phone Option | Hours |
|---|---|---|---|
| Forgot password | Forgot Password link on sign-in screen | 1-800-995-4066 option 1 | 24/7 |
| Lost or stolen debit card | Mobile app card lock | 1-800-995-4066 option 5 | 24/7 |
| Dispute a transaction | Online banking dispute form | 1-800-995-4066 option 5 | M-F 8am-6pm PT |
| Order cheques | Online banking → Order Cheques | 1-800-995-4066 option 2 | M-F 8am-6pm PT |
| Wire transfer | Online banking wire module | 1-800-995-4066 option 6 | M-F 8am-5pm PT |
| Home-loan payment change | Mortgage servicing portal | 1-800-995-4066 option 4 | M-F 8am-6pm PT |
Related Services
Direct paths into the most-searched product and help pages.
Support Reference
- Customer care: 1-800-995-4066, M-F 8am-6pm PT, Sat 9am-2pm PT
- Card services / lost or stolen: 1-800-995-4066 24/7
- Privacy inquiries: privacy@exchangebank.at
- Fraud / phishing reports: fraud@exchangebank.at
- Regulator complaint path: CFPB, California DFPI
- Branch directory: 17 Sonoma/Marin/Napa locations
Customer Care Experiences
Three Sonoma County clients on support resolution.
"Password Reset in Four Minutes"
"I forgot my online banking password on a Saturday afternoon. Clicked the Forgot Password link, got the email immediately, set a new password, signed in and paid the rent. Under four minutes end to end. The self-service flow just works — no call required."
— Pierre D., Checking Account Holder (Petaluma, CA)
"Dispute Resolved Without a Phone Call"
"A subscription we had cancelled still charged. Opened the mobile app, tapped Dispute, uploaded a screenshot of the cancellation email. Provisional credit hit the next business day. Final resolution came back in our favour three weeks later. I never spoke to anyone — the entire process was async."
— Isabel R., Account Holder, Mendocino Supply Co. (Windsor, CA)
"Wire Instructions Within 15 Minutes"
"Needed to wire closing funds on a Healdsburg property purchase by 4pm Pacific. Signed in, set up the wire, confirmed via MFA. Wire-room staff called to verify the beneficiary, authorised it, and the wire went out 15 minutes after I sat down. The escrow company confirmed receipt before I left the parking lot."
— Olivia H., Customer (Healdsburg, CA)