Online Banking Frequently Asked Questions
What are the advantages of using The First’s Online Banking? The First National Bank & Trust Company of Newtown is Bucks County’s oldest, most established bank. We’ve provided the highest level of personal attention to our clients since 1864. We have an unrivaled record of security and stability. No Bucks County bank is more committed to local ownership, operation and investment.
It is with this same commitment to you that we now offer the convenience of Online Banking. Online Banking effectively increases The First’s hours of operation to 24 hours a day, seven days a week. It also allows The First to make “house calls,” by giving you the ability to take care of many of your financial needs in the convenience of your home! As long as you have a computer, modem, phone line and Internet access, you can log in to your account information from anywhere in the world!
What are the features of Online Banking? With the Online Banking System from The First, you can access your account balances; pay bills; view account history; view images of checks and deposit slips; initiate stop payments; reorder checks; transfer money between accounts; and make loan payments. In order to help you plan ahead, you can even send yourself an e-mail on a certain day to remind you of something important, such as to pay a bill or make a transfer.
What are the fees for Online Banking? All of the above features of The First’s Online Banking services are absolutely free!
What is the Online Billpayer service? This particular feature allows you to pay any bill through the internet – anywhere and at any time! When you have a bill that is the same amount each month, you can use this service to guarantee that it is automatically paid each month, on the same day that you would otherwise write and mail a check. Just set it up and let it work for you! In addition, there is no limit to the number of bills you can pay each month! The use of Billpayer can drastically reduce trips to the post office, licking stamps and envelopes, and reordering checks. Imagine the convenience! In addition, Billpayer is more secure than paying bills by personal check or credit card! Learn more about the security features of Online Banking by reading the information below in the Security section.
Is there a fee for the Billpayer service? No. The Billpayer service is free for both business and personal checking account types.
How secure is Online Banking? Please be assured that the security of the Online Banking System is of top priority to The First. Online Bill Payment is actually more secure than writing checks and using credit cards! Just think of how many people can access your checking account number from one of your checks or record your credit card number from an imprint. In each case, the sensitive account information is easily accessible, along with a sample of your signature. Despite this risk, we rarely think twice about using these payment methods.
When it comes to Online Banking, beginning with the application process and continuing through your use of the system, we make every effort to ensure that your account and personal information are kept strictly confidential. All information that is passed to and from your personal computer during your Online Banking session is electronically scrambled (this is called encryption). Only our computer and your computer have the code, or “keys” to unscramble the information during each banking session. To provide additional security, you have the option of changing your password as frequently as you desire. You do not need to purchase additional software to make your Online Banking activities secure.
Is it possible for someone to acquire my Login ID and Password? This is really only possible if you record both codes somewhere and leave them in an unsecured environment. DO NOT GIVE YOUR LOGIN ID OR PASSWORD TO ANYONE! Once you change the initial temporary password, not even the Online Banking Manager can acquire the new one. If, for some reason, your Login ID is compromised, your password still protects intrusion. The Online Banking Manager is able to issue another ID in such cases. If your password is compromised, the Manager will issue you another temporary password that you can change the next time you log in.
Will the bank ever contact me unsolicited about my login information? The First National Bank will never contact you unsolicited regarding account deactivation, account lockouts, or other problems with your online account. Nor will The First ever contact you unsolicited asking you to provide, update or verify your personal, business, account or other confidential information. You should never respond to any unsolicited request for your login information.
What minimum computer hardware and software technologies are required for Online Banking? It is recommended that your computer have a broadband connection and requires the latest version of Internet Explorer, FireFox, or Safari. Online Banking requires a browser with 128 bit encryption to ensure your privacy and security.
How do I apply for Online Banking? There are several ways to obtain an application for our Online Banking service.
- There is an application form on our Website sign up page which you may print, complete, and return to one of our 12 branches (this requires Adobe® Acrobat® Reader, which can be downloaded from the sign up page).
- An application may be obtained at any of our 12 branches.
- Call our Customer Call Center at 215-860-9100, between the hours of 8:30 a.m. and 6:00 pm Monday through Friday and 9-Noon on Saturday, and request that a form be mailed to you.
- You may request an application by e-mailing the Online Banking Manager (firstname.lastname@example.org), with your name and address, and one will be mailed to you. The completed application can either be mailed to The First or delivered in person. If you currently do not have an account with The First, please visit one of our 12 branches to open one. You can sign up for Online Banking immediately.
After I apply, how long do I have to wait for approval? The First is committed to providing the greatest possible security to our valued customers. Therefore, we need time to compare applicants’ signatures with our records and verify the accuracy of all of the information provided on the application form. As a result, it will take between 3-10 days for you to receive your notice of approval in the mail.
Whom do I call with additional questions about Online Banking? If you have any additional questions which are not addressed above, call our Online Banking Manager at 215-579-3415, between 8:30 am to 5:00 pm Monday through Friday. Note: If you ever need to discuss a problem or question, do not communicate sensitive information through e-mail, since it is not a secure channel and can be easily intercepted.
Using the System
***PLEASE NOTE: there is a “help” button on each screen of the Online Banking system. If you need assistance, please refer to this help feature first, since it will answer most of your questions more quickly than the FAQs or a phone call to the bank. If you still need further assistance, please do not hesitate to call the Bank.***
What should I do if I get “locked out” while trying to sign on? For security purposes, the Online Banking system allows an account holder three straight attempts to correctly sign on. If you fail to sign on properly the third time, you will be “locked out” and instructed to call The First. You must call the Online Banking Manager at 215-579-3415, between the hours of 8:30 am to 5:00 pm Monday through Friday. The Online Banking manager will reset the sign-on page to allow you three more attempts to sign on.
There are several reasons why you may be having difficulty signing on. The first thing to do is verify the accuracy of the Login ID and the password you are attempting to use. An important detail to keep in mind is that the PASSWORD must be typed exactly as you originally entered it into the system. This means you must use UPPER CASE and lower case letters where appropriate. If you have forgotten the password that you have chosen, please refer to the next question.
What should I do if I forget my Login ID? You must call the Online Banking Manager at 215-579-3415, between the hours of 8:30 am – 5:00 pm Monday through Friday.
What should I do if I forget my Password? Go back out to our “home page” on FNBN.com. Put in your online banking log-in information in the sign in box. This will take you to a page to put in your password. Towards the bottom of that page is a “Forgot Your Password” link. Click that link and follow the prompts. You will be sent a temporary password to the email address we have on file for you. You may also call the Online Banking Manager during business hours.
How often may I change my password, and how do I change it? You may change your password anytime you sign on to the Online Banking system. To change your password, log into your online banking. Click on preference and then change password. Enter your current password and then enter your new password in both boxes. We suggest that you include a combination of upper and lower case letters, punctuation marks, or symbols. In addition we recommend changing your password monthly to reduce the risk of anyone fraudulently using your account.
There are occasions when the screen will suddenly change to display the message: “Your current session has expired. Press the ‘Submit’ button below to log in again.” Why does this happen? If you have not had any activity for 10 minutes while logged into the system, the session will automatically expire. Simply click on the ‘Submit’ button and you will return to the sign-on page.
Can I make transfers to and from any of my accounts? You may make transfers to and from most of your Online accounts. There are some limits to the transfer feature, such as an inability to transfer to and from IRAs and Certificates of Deposit. In addition, you may not transfer from any Holiday Club, Loan or Mortgage. Other exceptions would be any account which you voluntarily restricted when you applied for Online Banking (view only, deposit only, or view & deposit).
I just transferred money between two accounts but now I want to cancel the transfer. How can I do this? Transfers that are done on the current business day are memo-posted in real-time so you cannot cancel a transfer once it has memo-posted. However, you can the same transfer in reverse by withdrawing the money back from the one account and depositing it into the other account.
How many months of transactions may I view with Online Banking? When you first log on to Online Banking, you can click on the account to retrieve the past 15 months of account history.
When I bring up one of my statements on screen, I have trouble reading it. Is there a way I can make the print larger? You can change the text size at any time. If your browser is Internet Explorer, you must go up to the menu bar and select “View.” Next, scroll down to “text size” and choose the size that is best for you. If you use Netscape Navigator, go to the menu bar and select “View.” Next, scroll down and select “Increase Font.” Repeat this process until the print is at the size you desire.
How often is my Online Banking account information updated? The daily transaction requests are sent over to the bank’s accounting system in real-time. So transactions are memo-posted to accounts as soon as they happen and update your balance. Any Online Banking activity after 4:00pm will memo-post but will not post until the following business day. Each day at 6:00 am, recurring and scheduled transactions are added to the system and memo-posted. Whenever you log into the Online Banking system your up-to-date balance and memo-posted transactions are retrieved from the bank’s main computers.
***Please remember to refer to the “help” button first when you encounter a problem or need assistance.***
Important Bill Payment Information Bill Payment services are provided through our third-party bill payment processor, Metavante. You can expect to receive occasional contact, typically via email, from Metavante. This contact will usually pertain to an issue that has arisen regarding a bill payment that you have initiated.
When does the money come out of my account? When you initiate a bill payment and schedule it to be paid, you will not see the money coming out of your account until the next business day (or possibly 2 business days). For example you go into the Online Banking system and schedule a payment to be made to PECO for $110 on Tuesday. The $110 will not be taken out of your account until Wednesday, even though Metavante sent the payment to PECO on Tuesday.
What if I do not have the money in my account? In the case that you do not have sufficient funds in your account, the electronic debit will be returned and you will be charged the standard NSF (non-sufficient funds) fee by The First. In addition, Metavante will automatically block your access to the bill payment system and all unprocessed scheduled payments (future or automatic recurring) will be canceled. To collect the money, Metavante may attempt to retry the electronic debit, stop payment if the payment was made by check or reverse the payment back to the payee. If the money is collected and no additional returns are received from your account after five (5) business days, your payment services will be unblocked. You will then need to reschedule any payments that were canceled due to the blocked condition.
What if I forgot to make a payment and need it to be paid by tomorrow? Our new bill payment system offers Expedited Payments which can be sent by the next day for an additional fee. Payees that receive electronic payments from Metavante can be sent an expedited electronic payment which will be sent as soon as possible after being initiated through the bill payment system. You will be charged an additional $5.50 fee per payment for expedited electronic payments. Payees that receive only paper check payments can be sent a paper check overnight. You will be charged an additional $19.50 including the overnight delivery charge for paper check expedited payment. Expedited paper check cannot be sent to a PO Box, nor outside the contiguous 48 United States. You are responsible to obtain the correct address for any overnight check payment. All expedited payments (either paper or electronic), once initiated cannot be changed or canceled.
Why do some of my Payees have different names than I entered? Everyday Metavante is expanding their list of electronic payees and they continually search through your list of payees to match any addresses and account numbers that can now be electronic payments. When they find one, they will standardize the information such as payee name to match the relationship that they have to that payee. If one of your payee names is changed, you can change the information for that payee and make the payee nickname at the bottom of the page be whatever will be most easily identifiable for you.
What date should I enter in the box that requests a bill payment date? The date you enter on the Billpayer screen is not the date that the check or electronic payment will actually reach the Payee, but is the date that the payment process will begin. On the entered date, a debit will be sent to your account and Metavante Corporation will send the payment to the merchant either electronically or by paper draft. Several days are needed to complete this process. Bills that are paid electronically will be credited to the merchant within 3-5 business days. Bills paid by paper draft will take between 5-10 business days. You can use the calendar next to the box for bill payment date to estimate when a payment will be delivered compared to when it is sent. After you click on the “pay” button, the payment will show up under pending payments to the right and you can click the detail link to verify whether the payment is being sent electronically or as a paper check. Paper checks should be scheduled 5-10 business days in advance of the due date, and electronic payments should be scheduled 3-5 business days in advance of the due date.
What if I need to cancel a bill payment that I have scheduled? You may cancel a payment any time before it is scheduled to be posted. On the scheduled pay date, you have until posting time of that day, which is 4:00pm. To cancel a bill, click cancel for the appropriate payment on the Payment Outbox section on the Make Payments page. Next, click Cancel Payment. Note: When you cancel a bill payment, you are responsible for any necessary notification or changes with the payee. Canceling a payment for a bill that we automatically pay has no effect on future bills from the same payee. If you want to cancel automatic or recurring payment for all future bills, you must cancel the payment rule for the payee.
What if I have paid a bill through Billpayer, and the payee has never received my payment? Keep in mind that an electronic payment may take up to 5 business days to post after your account has been debited. Allow at least 5-10 business days for the payee to receive a paper draft. If you receive a late notice after having allowed plenty of time for the draft to be received and posted by the payee, contact the payee to confirm that they did not receive the draft after sending you the notice. If the payee has still not received the draft, call the Online Banking Manager at 215-579-3415, between the hours of 8:30am and 5:00pm, Monday through Friday. The Manager will begin to research the payment to determine the reason for the delay.
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