FAQs – Banking Services You Can Rely On

Q: Is it possible to schedule recurring payments?
A: Yes. You can schedule weekly, semi-monthly and monthly recurring payments. The final payment of a recurring payment scheme is designated by a ‘Final Payment Date.’

Q: How do I register for electronic bill payment?
A: Bill Payment registration is easy!

The first time you attempt to access the bill payment section of Online Banking, you will be prompted to begin online registration. You are first requested to read and accept the authorization disclosure. Failure to accept the disclosure terms prevents the registration process from proceeding.

Once the disclosure is agreed to, you complete the online registration form. The registration form is then transmitted to Metavante for their approval process. When approved you will have access to bill payment within Online Banking. It does not require a separate logon.

Q: When I add a new payee to my bill payment account, or change my account number, how quickly will the change take place?
A: When you update the information for the bill payment account, the changes are implemented virtually instantaneously.

Q: Can I use electronic bill payment with all my accounts?
A: No, only checking accounts can be used for bill payment purposes.

Q: When can I start using electronic bill payment?
A: You can begin using bill payment once you have been approved.

Q: When is bill payment available?
A: You can schedule payments 24 hours a day, seven days a week.

Q: Are my bill payment transactions reflected as Online Banking transactions?
A: All bill payment transactions become part of the Online Banking transaction history and show up in personal financial management applications when the transaction history is downloaded.

Q: How do I add new payees?
A: You can add payees by simply typing the name of the person or company in the “Need to pay someone new?” field and clicking Add. New payees will be added to the payee list immediately.

Q: Can bill payment be used when I am out of the country?
A: Bill payment provides you with peace of mind when you are traveling for an extended period of time. All you need is access to the Internet with a secure browser and you can pay your bills while out of the country. Payees must be located within the 50 United States and Territories.

Q: Is there a limit to the number of bill payment accounts I can set-up?
A: Yes, you are limited to one bill payment account.

Q: Who can be paid using the bill payment system?
A: Anyone in the 50 United States and territories who can accept a check can be paid using the bill payment system. You can pay practically anyone- charge accounts, utilities, auto loans, professionals, even a lawn service or a relative. However, tax payments (such as federal, state and local) and court directed payments (such as alimony and child support) cannot be processed through our online bill payment system.

Q: Can I pay my bills on the weekend?
A: Use our calendar widget when scheduling payments to assist in understanding when a payment can be delivered. Available dates will be displayed in black. Unavailable dates including weekends, holiday, or a date that would not allow us to deliver the payment in time are grayed out and not selectable. Tell us the day you need your payment delivered to your payee and we will take care of the rest. We will need about 2 business days to make your payment if we can make it electronically and about 5 business days if we are making your payment by check.

Q: If I schedule multiple bill payments for a single day, how will my account be debited- as a lump sum or separately?
A: Each bill payment is debited separately.

Q: What if I do not have sufficient funds on the day Metavante, our bill payment providers, debits my account?
A: Following is a summary of Data Service’s Insufficient Funds procedure:

• A block will automatically be placed on all accounts that have an ACH debit returned to bill payment services. No additional bill payments will be processed until the account is properly funded and the return(s) cleared. If a payment request is received while the account is blocked, a letter will be sent notifying you that the payment(s) will not be processed. A copy will also be sent to the Financial Institution.
• Upon the first return, Metavante will automatically re-send all ACH returns under $100.00. Exception: debits for payments in which the credit portion was sent electronically will be resent regardless of the dollar amount without financial institution verification.
• Metavante will contact the financial institution to verify all returns exceeding $100.00. If funds are available, they will re-send the return(s). If funds are unavailable and if the payment was made by check, a stop payment will be placed.

Q: Are all debits and credits sent out at the same time?
A: Yes, they are all sent out at the same time.

Q: How is my account debited?
A: This actually depends on a few factors:

Electronic payments: If we make your payment electronically, we normally debit your account on the due date you selected for your payment. However, depending on several processing factors, your account could be debited up to 2 (two) days prior to the due date you selected.

Check payments: When we issue a payment by check, the check behaves just as it would if you wrote the check right out of your checkbook. The funds will be debited from your account when the payee receives and negotiates the check. We send out the check up to 5 business days before your due date, so please make sure you have available funds in your account at least 4 business days prior to your selected due date as the funds can clear as soon as your payee receives the check.

Q: What is ACH?
A: Automated Clearing House is a funds transfer system which provides for the interbank clearing of electronic entries for participating financial institutions.

Q: If I make an error in selecting an electronic payee and it results in a late fee, am I responsible for the charges?
A: If you select an electronic payee with an address that is different from that indicated on the payment coupon, then you are responsible for the late fee. You always have the option to manually enter a different address for a payee. If you select an electronic payee with the address that matches that indicated on the payment coupon, and routes the payment incorrectly, then Metavante will take responsibility for the late fee.

Q: How do I place a ‘stop payment’ on a bill payment?
A: A payment may be edited or deleted anytime before the “process date.” Payments that have been remitted electronically cannot be stopped.

Q: Are my deposit accounts FDIC insured?
A: Yes! We are a Member of the FDIC.

Q: How do I set up Direct Deposit of my payroll check?
A: If your employer participates in a direct deposit program, simply provide this information to the human resources or payroll department at your company.

Q: How do I set up Direct Deposit of my Social Security check?
A: If you are already receiving benefits, you can create a my Social Security account, call Social Security toll-free at 1-800-772-1213, or you can sign up at any of our offices. Contact us for more information.

Q: Can I get information about my account by phone?
A: Yes! Account information is available with our Customer Service Representatives during business hours at any of our offices or ask about our Voice Response System for automated account information 24 hours a day.

Q: What products can I apply for online?
A: We have a variety of business and personal accounts. For online deposit accounts you can Apply Here. For online loan accounts you can Apply Here.

Q: Is interest paid on my checking account?
A: Yes! If you want a checking account that pays a market rate of interest, check out our Money Market account.

Q: Can I open an account if I don’t live in the United States? What if I live in the United States but am not a citizen yet?
A: At this time, we only accept applications from persons residing within the United States with valid U.S. tax identification numbers (Social Security Numbers). If you have questions, contact us. We’d like to hear from you.

Q: Can I do all of my banking with you?
A: Yes! Thanks to the convenience of Direct Deposit and ATMs, everyday banking activities can be performed on your own time. Contact us with questions about your banking needs.

Q: Can I look at all of my transactions at any time?
A: Yes! With Online Banking, you have access to your account information 24 hours a day, 7 days a week!

Q: How frequently is my information updated?
A: Your account information is updated every business day with new transactions that posted to your account the previous day.

Q: Are wire transfers possible to and from my checking account?
A: Yes! Funds can be transferred to and from accounts by wire transfer or via ACH (Automated Clearing House) debits or credits. Contact us for details.

Q: How do I make a deposit to my account from a remote location?
A: You can do most of your banking by using direct deposit, ATMs, Mobile Banking, or ACH (Automated Clearing House) transactions. We also offer a bank-by-mail service, which allows you to mail non-recurring deposits. Contact us for details on a method that’s best for you.

Q: When do I have access to use Online Banking?
A: With Online Banking, you have access to your account information 24 hours a day, 7 days a week!