FAQ

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Online Banking

After how many invalid logon attempts will I be locked out of Internet Banking?

Three invalid logon attempts will lock you out of Internet Banking. Contact your local banking center for more information.

Am I able to use Internet Banking if I only have a CD, Loan, or Savings Account?

Yes. If you have any account - CD, Loan, Savings, or Checking product - you can get Internet Banking for FREE. You must have a checking account to have Bill Payment.

How do I add or delete an account from Internet Banking?

The change can be made through any customer service representative at any of our locations.

Am I able to reset my Internet Banking Account (not Bill Payment)?

Contact your local banking center for more information.

How will you guarantee the security of my banking information?

First, we use 128-bit encryption, the highest form of encryption currently available, to secure your Internet Banking sessions. Whenever you see the padlock symbol in your browser, you know this security feature is active. Other security tools are in place to ensure the integrity of your data, including firewalls and filtering routers that secure computers from Internet access and a "trusted" operating system, which protects information from both internal and external threats.

If I have a question about Internet Banking whom should I call?

Contact your local banking center for more information.

What do I need to gain access to Internet Banking?

User ID, Password, and Internet access. The Internet access could be at home or work. The browser must have 128-bit encryption. Using Internet access from some company locations may not work because of the security that company has implemented for outside Internet browsing.

What does Internet Banking cost?

Internet Banking is free to all customers. Bill Payment is free to all customers.

What happens if I lose or forget my ID or Password?

Contact your local banking center for more information.

What services are offered through Internet Banking?

  • Unlimited in the numbers and types of accounts to access.
  • Transfer funds electronically between all checking and savings accounts (regulatory limitations may apply).
  • Transfer funds electronically between checking/savings and loan accounts allowing for Interest / Principal payment distribution.
  • Transfer funds electronically between lines of credit (Cash Reserve) and checking.
  • Statement information on all deposit and loan accounts.
  • Check Imaging statement retrieval with front and back images on all cancelled checks.
  • Obtain account information on your Checking, Savings, CD's, and Loans.
  • Download "real time" transactions from any accounts to industry standard money management software.
  • Bill Payment Option – access the designated checking account to pay most bills.

Will Internet Banking be available to me at all times?

It will be available virtually any time, day or night, 7 days a week. However, there may be times when it is temporarily unavailable due to nightly processing updates, or technical difficulties.

How do I get Internet Banking?

You can start Internet Banking by visiting any Customer Service Representative at any branch location, or by obtaining an application online. The application must be printed, completed, and turned into your local banking center.

The first time I logged into my online banking account, I was asked to set up a password reset question and answer. Is this normal?

Yes. As an additional security feature, all new online banking customers will now be presented with a password reset question and answer. All you have to do is select your preferred question and answer and hit "submit".

When I log into my online banking, the screen looks different. Is this normal?

Yes, the online banking has a new look and feel and also includes an account "summary" page that you will now see upon logging in. Beyond that, all functionality remains the same.

What options do I have when it comes to ATM/Debit card management?

You can now activate your ATM/Debit Card, Reorder your ATM or Debit Card (active cards only), Suspend your ATM or Debit Card or report as lost or stolen.

Bill Pay

Are there any merchants that I cannot pay through the bill payment service?

No. Any merchant that is in the electronic data base can be paid electronically. If a merchant is not on the list you may send the payment as a check.

We do not recommend paying government agencies for payments such as child support, alimony or checks to the I.R.S., because of limited resources to research such payments.

International payments are not permitted.

Am I able to have multiple payments to the same payee on the same day?

At this time, there is nothing that checks for multiple payments for the same amounts going to the same vendor on the same day.

Am I able to get a copy of a cancelled Bill Payment check?

Yes. You will need to contact the bank for this information.

Images are available for all processed checks.

How do I know if a merchant is electronic or check?

Once you have set up the payee, then you can look at the VIEW PAYEES screen and you will see a field that will tell you if the payee is “Electronic” or “Check”.

How far in advance should I set up a payment to ensure it is paid on time?

For an ELECTRONIC PAYMENT, allow 3 to 4 business days from when the payment is submitted.

For a CHECK, we guarantee that the check will be in the mail on the same day the payment is submitted, if it is entered before 12:00 Noon CST. (This is the same as if you wrote a check out of your checkbook, and put it in the mail on the same day). Allow 7 to 10 business days for a check payment.

Please note that we have no control over the U.S. Postal Service.

How late in the day am I able to I edit or delete a payment?

You may add, edit, or delete a payment up to 3:00 PM EST  on the day the payment is scheduled to be sent. iPay processes payments at 8:00am and 3:00pm Eastern.

How long is history retained in the VIEW PAYMENT HISTORY section?

Payment History records are kept for 18 months.

How many payees may I set up?

There is no limit to the amount of payees you can set up through the internet.

What do the status fields indicate on the Payment History Page?

  • Processed – The payment has been processed and sent.
  • Rejected NSF – The payment that you have tried sending has rejected due to Non-sufficient funds.
  • Communication Failure – There was an error due to communication problems.

What happens if I have a scheduled payment that falls over a weekend or holiday?

The iPay system will not allow a weekend or holiday to be selected. For recurring payments it will pay either before or after depending on which option the user chooses when setting this up.

ELECTRONIC payments are verified for funds availability during processing. If the funds are available, the account that you selected for the payment will be debited and the information sent on for processing. If the funds are not available, the payment will not be processed and you will receive a message to inform you that the payment could not be sent due to insufficient funds. Each day the payment will be resubmitted for you until either you delete the payment altogether or the funds are in the account to make the payment.

Mobile Wallet

Frequently Asked Questions for Apple Pay®, Google Pay™, Samsung Pay and MasterPass®

How do I set this up?
Go to your App store and download the app for your mobile wallet. Next you'll load your cards in your "wallet." We have included instructions on our website for each type of wallet. When you're done, you'll be prompted to confirm via email to complete the registration.

Is this safe?
Actually, mobile payment offers another layer of security you don't have when you pay by pulling out your card. The merchant receives a token with the transaction and never has access to your card number, name or zip code.

How do I use this at the store?
Your mobile device should notify you when you are in a store that accepts mobile payment. Then simply open the app, hold your phone over the terminal and click to approve.

What if I lose my phone?
You should contact us to disable your mobile wallet. When you have your new device, we will re-register your card.  

What if I lose my card or get a replacement card?
If you get a new card reissued for any reason, you will need to add this new card to your mobile wallet and re-register.

For further information contact your local banking center or call 937.695.0331

Equifax

I’ve been hearing about the Equifax breach in the news. What happened?

Equifax, one of the three major credit bureaus, experienced a massive data breach. The hackers accessed people’s names, Social Security numbers, birth dates, addresses and, in some instances, driver’s license numbers. They also stole credit card numbers for about 209,000 people and dispute documents with personal identifying information for about 182,000 people.

Was my information stolen?

If you have a credit report, there’s a good chance it was. Go to a special website set up by Equifax to find out. Scroll to the bottom of the page and click on “Potential Impact,” enter some personal information and the site will tell you if you’ve been affected. Be sure you’re on a secure network (not public wi-fi) when you submit sensitive data over the internet.

How can I protect myself?

  • Enroll in Equifax’s services. 
    Equifax is offering one year of free credit monitoring and other services, whether or not your information was exposed. You can sign up at here.
  • Monitor your credit reports. 
    In addition, you can order a free copy of your credit report from all three of the credit reporting agencies at annualcreditreport.com. You are entitled to one free report from each of the credit bureaus once per year.
  • Monitor your bank accounts. 
    We also encourage you to monitor your financial accounts regularly for fraudulent transactions. Use online and mobile banking to keep a close eye on your accounts.
  • Watch out for scams related to the breach. 
    Do not trust e-mails that appear to come from Equifax regarding the breach. Attackers are likely to take advantage of the situation and craft sophisticated phishing e-mails.

Should I place a credit freeze on my files? 

Before deciding to place a credit freeze on your accounts, consider your personal situation. If you might be applying for credit soon or think you might need quick credit in an emergency, it might be better to simply place a fraud alert on your files with the three major credit bureaus. A fraud alert puts a red flag on your credit report which requires businesses to take additional steps, such as contacting you by phone before opening a new account.

How do I contact the three major credit bureaus to place a freeze on my files? 

Equifax: Call 800-349-9960 or visit its website
Experian: Call 888-397-3742 or visit its website
TransUnion: Call 888-909-8872 or visit its website.

Where can I get more information about the Equifax breach? 

You can learn more directly from Equifax at https://www.equifaxsecurity2017.com/. You can also learn more by visiting the Federal Trade Commission’s web page on the breach. Learn more about how to protect yourself after a breach.

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