Bank Customer Center
- What hours are the Principal Bank Customer Center representatives available?
- What can I expect if I send an e-mail to the Customer Center?
- Does the Bank Customer Center record phone calls?
- What are verification questions, and why do I need them?
- What is a security phrase?
- Could an identity thief get my social security number from letters you mail to me?
The Customer Center is open 7 AM to 7 PM (Central Time), Monday through Friday, excluding holidays, at 1.800.672.3343. Account information is available online.
A representative will be in touch with you, either through e-mail or by phone, within 12 business hours (Monday through Friday, 7 AM to 7 PM Central Time, excluding holidays).
All incoming and outgoing calls from the Principal Bank Customer Center are recorded. This assists us in training our employees to ensure that our procedures are followed when verifying and sharing confidential customer information. On occasion, we refer back to a recorded call to make sure we have complied with the customer's actual request.
To obtain any information on customer accounts, callers must answer a series of verification questions. These questions relate to your personal information we have obtained through our account relationships and are used at random from a longer list of potential questions. If callers are unable to correctly answer these questions, we do not discuss any information about the account(s) that they are asking about. Our system is also flagged so that we will ask additional verifications if someone calls in later asking about that same customer's account(s).
One piece of information utilized for customer authentication is a security phrase.
Each customer is encouraged to establish a security phrase when first calling our Customer Center. Your security phrase should be one of the following questions:
- What is your first pet's name?
- What is the name of your first school you attended?
- What is your nickname?
- What was your High School mascot?
- What street did you grow up on?
- What was the model of your first car?
- What was your grandfather's nickname?
- In what city was your mother born?
- What was the name of your junior high school?
- What is your grandmother's middle name?
We do not send social security numbers with any correspondence unless it is legally required. We require that you give us written instructions authorizing certain transactions. In most cases, we have a form available on our Web site that can be used for this purpose. We reserve the right to compare your signature on these instructions to the one we obtained when you opened your account to ensure its validity. This is one of many steps that we take to help prevent identity theft.