Person typing on keyboard, asking questions

Online Banking FAQs

Frequently Asked Questions

Person typing on keyboard, asking questions

Online Banking FAQs

Frequently Asked Questions

Account Information

Can I change the order in which transactions are listed on the Account Activity page?

Yes. Click a column heading to sort transactions or to change the order in which they are listed.

What’s the difference between the current balance and the available balance?

Your current balance is the balance in your account including today’s online transactions. Your available balance is the amount of funds in the account that are available for withdrawal or transfer.

How do I view transaction history for an account?

Click Activity Quick Link or click the Account Description link.

Messages

Are my messages secure?

Yes. Online banking messages do not travel outside of online banking. Confidential data, such as account numbers, tax IDs, or attached files, is secure.

How do I send a message?

Click Contact Us from the Customer Service quick link. You can also reply to messages you receive from us on the Reply to Message page.

What are service alerts?

Service alerts are automatically sent when changes are made to your online account access; when new accounts are added; when new statements, notices, or tax forms are available online; and when transfer transactions fail.

How do I change an alert?

Alerts cannot be changed. Instead, delete the existing alert and add a new one.

How do I stop receiving alerts?

Service alerts cannot be stopped. To stop receiving other types of alerts, go to Customer Service, then Alerts and click Delete. If you want to have an alert sent to different contact information, click Change or Add New Contact Information and then assign it to the alert.

Bill Payment Security

What security features do you use?

Our service is highly secure, designed to fully safeguard the privacy and security of your financial information. Unlike traditional internet communication, all information sent to and from our processing center is encrypted and sent through a secure communications channel. Messages cannot be redirected, read, or tampered with. We also take advantage of the maximum level of security supported by your browser, including 128-bit RC4 encryption.

Who has access to my bill pay and funding account?

You are the only person who can authorize payments to be issued against your account. Our representatives only access your account information on a need-to-know basis, and only with your approval.

Bill Payment

Can I make a payment to anyone?

Yes. You can pay anyone, including your cable company, doctor, or family member.

How do I make a payment to any payee?

Our streamlined payment process is quick and easy. The Bill Pay Quick Link lists all of your payees. Enter the amount you want to pay and click Pay. For each payee, the amount and date of your last payment are listed.

How will I know when a payment has been sent?

To verify that a payment has been sent, click More on your Bill Pay screen, then generate your report. You can also create a new report or edit an existing report.

When are checks issued to my payees?

Some payees do not currently accept electronic payments. Therefore, we recommend you set the send on date at least five business days before your bill due date to ensure your payment arrives on time. We issue paper checks daily Monday through Friday.

When are electronic funds transfers (EFTs) sent to my payees?

For payees who can accept electronic funds transfers, we recommend you set the send on date at least three business days before the due date.

When will an authorized payment be debited from my account?

While the exact time of the debit may vary due to when the payment is scheduled, please make sure you have adequate funds in your account to cover those payments. This will ensure your payment is processed properly and not subject to insufficient fund fees.

Are there any payments I can’t issue?

Due to legal requirements, we limit the ability to make certain types of payments. Payments to payees outside the U.S. are prohibited and may not be issued under any circumstances.

What happens if I do not have enough money in my account to cover a bill?

We issue standard approved payments against your account. If you do not maintain sufficient funds in the account, the payment may be rejected or your account could be overdrawn.

How do I cancel a payment?

Click Cancel under Pending Payments. You can choose to cancel a payment up until the time the payment is processed.

Bill Payment Expedited Payments

What is an expedited payment?

These payments are delivered faster than standard payments and are subject to a convenience fee that is automatically debited from your funding account.

When will my payee receive my expedited payment?

Expedited payments are sent immediately. In some cases, the payee will receive your payment the same business day, but typically receipt occurs within one business day.

Is there a cost associated with an expedited payment?

The fees for expedited payments are $10 for electronic payment and $20 for check payment.

Can I edit or cancel an expedited payment after it has been submitted?

No. Processing of expedited payments begin immediately after you click the button to submit your payment on the preview page.

When do I have to submit my overnight check payment to ensure it will arrive the next business day?

All payments must be submitted before 6:45 p.m. CST to be delivered by the next business day.

E-bills

What are e-bills, and are there different types?

E-bills are any bill you receive in your Bill Inbox, and they fall into two types:

  • An electronic bill we receive from one of your billers and which we redirect to you; or
  • A bill we retrieve from your biller’s website and present to you electronically.

The bottom line is from your point of view. All types are e-bills because they are always presented to you in an electronic format.

How do you retrieve e-bills from my biller’s website?

First, you register with your biller’s website. Then, you provide us with your user ID and password. We’ll go to your biller’s website and retrieve your bill for you each month. That way you can come to one place and see all your bills.

Is the login information for my billers’ websites kept private and secure?

We are committed to safeguarding the privacy and security of all your personal information. Your login information is kept confidential and is used only to retrieve an electronic version of your bill from the biller’s website so we can present it to you online. For your security, all input fields for setting up your payee-specific login information are encrypted, and your password is hidden from view.

I registered a payee to retrieve bills from the biller’s website. Why am I receiving the paper bill at home?

Some payees may continue to send a paper bill to your home even after you begin receiving the bills online. To avoid making duplicate payments, it is best to pay only the bills that arrive online.

Online Documents

What type of documents are available online?

  • Statements: Checking and savings accounts
  • Notices: Overdraft, inactive account, and excessive transactions from savings
  • Tax forms: Such as Form 1098 Mortgage Interest Statement (home equity line or loan), Form 1099-INT (interest income), Form 1099-R

(distribution from pensions, annuities, retirement, or profit-sharing plans; IRAs; and insurance contracts) and Form 1099-OID (original issue discount)

How do I enroll/sign up to receive Online Documents?

Log in to online banking and go to Documents. This will take you to a page that explains the Online Documents features. Click Continue and follow the instructions to get started. Once enrolled, you’ll immediately have access to your online documents of up to 16 months.

Will I be notified when my Online Documents are ready to be viewed?

Yes. You’ll receive an email notification when your Online Documents are ready for viewing.

What are the scheduled system maintenance times?

The online banking system is unavailable for use on Sundays between 2 a.m. and 6 a.m. CST. This is for regular system maintenance. On occasion we may perform special updates or add new enhancements to the system.