Online Banking and Bill Pay FAQ's

Online Banking FAQ’s

What are the features of Online Banking?
You used the term NetTeller™, what does that mean?
What days of the week can I use Online Banking?
How much does Online Banking cost?
Is Online Banking safe and secure?
How do I get started banking on-line?
What kind of browser do I need to have?
What is a User ID?
What is a PIN (Personal Identification Number)?
What is a Pseudo Account Name?
When will my transfers show in my account?
How long is account history retained in Online Banking?
Why does it say that my account is locked? And what do I do now?
Can I change my User ID and PIN?
What happens if I open a new account after I am already signed up for Online Banking?
What should I do if I think someone has my access codes?
What happens if I don’t log off of the system?
Are there limits on the number of transfers I can make?
Can I stop or modify my request to transfer funds?
Will I continue to receive a paper account statement in the mail?
What if I forget my PIN?
What can I do to keep my information secure?
Is Online Banking available for business accounts?
Can business accounts and personal accounts be combined under the same client online set up?

Bill Pay FAQ’s

What is Bill Pay?
How much does Bill Pay cost?
How do I sign up for Bill Pay?
Who can I pay with Bill Pay?
What happens if I have a scheduled payment that falls over a weekend or holiday?
How long is the Bill Pay history retained in the View Payment History section?
How quickly are payments withdrawn from my account when made electronically?
How quickly are payments withdrawn from my account when made by check?
When should I set up my payments to make sure they are paid on time?
How will I know what payments have been made?
What if my payee says they have not received my payment?
Do I need to contact my payees to tell them I am using Bill Pay?
Can I place a stop payment on a bill payment that I have already set up?
When are payments for Bill Pay processed?
How do I know if a bill will be paid electronically or by check?
Can I edit a payee’s address?
How far in advance can I schedule payments?
Can I have multiple payments to the same payee on the same day?
What does the “status” field indicate on the Payment History Page?
Is there a limit to the number of payees that I can create?
Can I set up recurring payments?
Will the memo field information be passed on to the payee?
What are the maximum and minimum payment amounts?
When can I cancel my Bill Pay Service?
Who do I call with questions?

Online Banking FAQ’s

Q: What are the features of Online Banking? 
A: Online Banking allows UNION Savings BANK customers to conduct banking transactions 24 hours a day, 7 days a week.

• Access, review and print information on all accounts, including loans
• Confirm deposits, withdrawals and checks cleared.
• Transfer funds between UNION Savings BANK accounts and make regular loan payments.
• Download account information to financial management software (such as Microsoft Money)
• Pay your bills with Online Bill Pay.

Q: You used the term NetTeller™, what does that mean?
A: NetTeller™ is the official product name for our Online Banking service.  We use the term Online Banking on our website just to keep it simple.

Q: What days of the week can I use Online Banking?
A: Online Banking is available anytime, 365 days a year, 24 hours a day (with the exception of times when we perform routine maintenance).  Online Banking transactions (such as transfers) are processed only during normal banking hours and may not reflect in balances at an ATM or point of sale until the following business day.

Q: How much does Online Banking cost? 
A: Online Banking is free! If you decide to include Bill Pay a small fee may apply.

Q: How do I get started banking online? 
A: A one-time signed application is required for Online Banking. Once your signed application is received by the Bank, you will receive your User ID by mail within 5 business days. Upon your first visit to the Online Banking site you will be asked to select a Personal Identification Number (PIN) of your choice and that PIN will be used whenever you access Online Banking.

Q: What kind of browser do I need to have? 
A: You will need a connection to the Internet, and a Web Browser that supports 128-bit SSL encryption. Click here to test your browser for 128-bit encryption.

Q: What is a User ID? 
A: A User ID is a series of numbers assigned by UNION Savings BANK to identify you as the account holder whenever you use Online Banking. The User ID will help to keep your account information secure.

Q: What is a PIN (Personal Identification Number)? 
A: A PIN or Personal Identification Number is a password that you use to access your accounts on Online Banking. Initially UNION Savings BANK will assign a PIN and you will have the ability to change it periodically which will help to protect your account information.

Q: What is a Pseudo Account Name? 
A: This is an account name that you can create for your UNION Savings BANK accounts. For security purposes Online Banking does not use your actual account number. Assigning a Pseudo Name will help to keep your account information safe.

Q: When do my transfers show in my account? 
A: All same day online transfers made Monday through Friday before 5:00 P.M. CST display online immediately. However, these transfers may not be available for withdrawal using your ATM or Check Card until the following business day.  Please contact us for more details on our availability schedule.

Q: How long is account history retained in Online Banking?
A: Online Banking will retain account information up to six (6) months starting from your initial Online Banking sign-on.

Q: Why does it say that my account is locked? And what do I do now? 
A: As a security measure, and for your protection, accounts will lock for several reasons such as inactivity or the incorrect PIN being entered too many times in a row. If you are locked out, please contact customer service during regular banking hours for additional assistance.

Q: Can I change my User ID and PIN? 
A Yes, you can change your User ID and PIN as often as you want by selecting the “Management” option under the “Home Banking” drop down menu. The User ID can be up to 12 characters and can use letters and/or numbers.

Q: What happens if I open a new account after I am already signed up for Online Banking? 
A New accounts do not automatically appear on the Online Banking system. Please contact us if you would like to add additional accounts to your Online Banking service.

Q: What should I do if I think someone has my access codes? 
A: Immediately change your current User ID and PIN number under the “Management” option of the “Home Banking” drop down menu. Additionally, please contact the bank  during business hours and ask to speak with customer service.

Q: What happens if I don’t log off of the system? 
A: Online Banking has a ten (10) minute time out feature. If the system has been inactive for over ten minutes, the user will be required to re-enter their User ID and PIN number.

Q: Are there limits on the number of transfers I can make? 
A Yes, depending on the type of account you have. Some accounts, such as checking accounts, have no limits on the number of transfers that can be made. However, savings accounts and money market deposit accounts, by federal regulation,  have limits to the number of permissible transactions.  More information is available by contacting the bank or this information can be found in the disclosures provided at the time you opened your account.

Q: Can I stop or modify my request to transfer funds? 
A: Yes, the transfer may be changed on the same business day before 5:00PM CST.

Q: Will I continue to receive a paper account statement in the mail? 
A: Yes. We will mail a copy of your account statement at regular intervals unless you opt-in to electronic statements.

Q: What if I forget my PIN? 
A: We do not have access to your PIN once it has been changed by you. However, you can reset your PIN on your own through NetTeller or by contacting our customer service department.

Q: What can I do to keep my information secure? 
A: There are several things that you can do to protect your User ID and PIN.

• Do not use an obvious number (for example, 1234) or other accessible information for your Online Banking User ID or PIN.
• Ensure no one is watching when you enter your User ID and PIN.
• Try to memorize your User ID and PIN, rather than writing them down.
• If you record your User ID and PIN, store the document in a secure place.
• Do not allow Windows to automatically save your online passwords.
• Do not share your User ID and PIN with others.
• Change your User ID and/or PIN on a regular basis.
• Report any unusual account activity immediately.
• Do not provide personal information, including PIN’s, over the phone.
• Always log out of the system.

Q: Is Online Banking available for business accounts? 
A Yes!  We use the same online banking service for both personal and business accounts. 

Q: Can business accounts and personal accounts be combined under the same online set up? 
A: Not generally. Online setups are done on an individual basis, and businesses are considered to be a separate entity.

Bill Pay FAQ's

Q: What is Bill Pay? 
A: Bill Pay is a convenient way to pay all of your bills over the Internet. You can set up future and repeat payments as well as check the status of your payments. Payments are made electronically (ACH) whenever possible. If the payee doesn’t accept electronic payments, a paper check is automatically prepared and mailed to them.

Q: How much does Bill Pay cost? 
A: Bill Pay is free for customers in our Lifetime or eChecking accounts.  Otherwise, the cost for Bill Pay is $4.95 per statement cycle, which includes twenty free bill payments each cycle.  If you make more than twenty payments in one statement cycle, the fee for each transaction is $0.40 each.  The fees are waived for the first three statement cycles after you have signed up and been approved for Bill Pay.

Q: How do I sign up for Bill Pay? 
A: Just complete the Online Banking and Online Bill Pay application.  We will let you know when you are setup and ready to go!

Q: Who can I pay with Bill Pay? 
A: You can pay virtually anyone in the United States from the next-door neighbor, to the utility company, to your child in college across the country.

Q: What happens if I have a scheduled payment that falls over a weekend or holiday? 
A: Scheduled payments that fall over a weekend or a holiday will be processed on the next business day.

Q: How long is the Bill Pay history retained in the View Payment History section? 
A: Payment history for both active and deleted payees is retained and viewable indefinitely.

Q: How quickly are payments withdrawn from my account when made electronically? 
A: Payments made electronically are debited from your account on the payment date you established for the payment. In other words, the date that you request the payment be made will also be the date the funds are withdrawn from your account.

Q: How quickly are payments withdrawn from my account when made by check? 
A: Payments made by check are withdrawn from your account like any other check that you may write on your account. For example, a check will be withdrawn from your account after the payee has received and presented the check for payment and the check is then processed by our bank.

Q: When should I set up my payments to make sure they are paid on time? 
A: You should allow a minimum of three (3) business days for payments being made electronically. For payments being made by check, you should allow a minimum of seven (7) business days. The payment method for each of your payees will be clearly identified as either “electronic” or “check.”

Q: How will I know what payments have been made? 
A: You can see payments through Online Banking and it will also be clearly itemized on your monthly bank statement.

Q: What if my payee says they have not received my payment? 
A: If a payee notifies you that a payment has not posted, please call the online banking customer service department. We will investigate the payment in question and will work with you to resolve the issue.

Q: Do I need to contact my payees to tell them I am using Bill Pay? 
A: No. Using the Bill Pay service will not change the way your payments are credited with the payee or how money is debited from your accounts.

Q: Can I place a stop payment on a bill payment that I have already set up? 
A: Yes. You can cancel an electronic bill payment at any time up until 12:00 PM CST on a business day.  However, if the bill payment has been debited from your account, you CANNOT cancel or stop payment on a bill payment which has been paid electronically. For bill payments made by check, please contact us to place a stop payment.  If the check has not cleared, we will immediately process a stop payment request.

Q: When are payments for Bill Pay processed? 
A: Bill Pay payments are processed each day at 12:00 PM CST. Payments entered after 12:00 PM CST or on a non-business day, the transaction will be processed on the next available business day.

Q: How do I know if a bill will be paid electronically or by check? 
A: The Bill Payment system will automatically determine the method of payment.

Q: Can I edit a payee’s address? 
A: No, you must set up a new payee with the new address and then delete the old one. Please note that if you delete a payee, you will remove all payment history associated with that payee.

Q: How far in advance can I schedule payments? 
A: You may schedule payments up to 90 days in advance. Recurring payments can have an end date of any year in the future.

Q: Can I have multiple payments to the same payee on the same day? 
A: You can make multiple payments to the same payee as long as the payment amounts are different. For your protection, the system will not duplicate amounts to the same payee in the business same day.

Q: What does the “status” field indicate on the Payment History Page? 
A:

• Payment Pending - The payment has been processed, but not yet sent.
• Payment Processed -The payment has been processed and sent.
• Hold - The payment has a research request on it and has not been processed.
• Stopped - You have requested the payment to be stopped. It cannot be processed again.

Q: Is there a limit to the number of payees that I can create? 
A: You can set up to 99 payees.

Q: Can I set up recurring payments? 
A: Yes. You can set up recurring payments that will post to your account each month without any intervention.

Q: Will the memo field information be passed on to the payee? 
A: Generally, yes, the information in the memo field is passed onto the payee.  It is a good idea to include your account number with the payee in this field.

Q: What are the maximum and minimum payment amounts? 
A: The maximum is the amount of funds available in your checking account that is used for the payment.  The minimum payment amount is $1.00.

Q: When can I cancel my Bill Pay Service? 
A: You may cancel your Bill Pay services at any time. However, you will be charged for the current month’s service during the next statement cycle.  Please note that all scheduled payments will be deleted immediately upon cancellation of Bill Pay services.

Q: Who do I call with questions? 
A: Please contact the online banking customer service department at 815-235-0800 during regular business hours for assistance.