| What are e-Statements? |
What are e-Statements? |
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e-Statements are secure electronic versions of your account statements and notices that are accessed through email or within Online Banking. They contain the same information as paper statements and notices; however, they are delivered electronically instead of through the US Postal Service.
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| How much does it cost? |
How much does it cost? |
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e-Statements and Online Banking are both free services.
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| How do I enroll? |
How do I enroll? |
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You must be an Online Banking customer to enroll in e-Statements. Log on to your Online Banking account, click the ‘e-Statements’ tab and complete the enrollment process.
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| What documents can I enroll in e-Statements? |
What documents can I enroll in e-Statements? |
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You will find a current listing of available documents by logging on to your Online Banking account, clicking the ‘e-Statements’ tab and then clicking the ‘Documents & Settings’ tab.
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| I enrolled in e-Statements but I still received a statement. Why? |
I enrolled in e-Statements but I still received a statement. Why? |
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You must enroll in e-Statements one full business day before your statement cycles. Otherwise, you will not get an e-Statement until the next time your statement cycles.
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| Can I get both a paper statement and an e-Statement? |
Can I get both a paper statement and an e-Statement? |
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No. Once you enroll in e-Statements, you will no longer receive paper statements.
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| How will I know when my e-Statement is ready? |
How will I know when my e-Statement is ready? |
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You will receive an email with instructions on how to retrieve your statement or notice.
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| Are e-Statements secure? |
Are e-Statements secure? |
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Yes. We utilize industry standard security technology (SSL) with 128-bit encrypted communication and security certificates, making e-Statements as secure as Online Banking.
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| How long are my documents stored within e-Statements? |
How long are my documents stored within e-Statements? |
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Statements are stored for 60 days. Notices are stored for 30 days.
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| What if I forget to check my statement or notice before the allotted time? |
What if I forget to check my statement or notice before the allotted time? |
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You may request a copy of your statement from Customer Service at
952-915-8525. (There is a fee for copies of statements requested through Customer Service.) A basic text option of your statement is available through Online Banking for up to one year. This does not include checks if you receive them today.
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| I am locked out of my Online Banking account. Will I also be locked out of e-Statement services? |
I am locked out of my Online Banking account. Will I also be locked out of e-Statement services? |
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Yes. Please call customer service at 952-915-8525 to have your password reset.
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| If I delete my e-mail notification, how can I retrieve my e-Statement? |
If I delete my e-mail notification, how can I retrieve my e-Statement? |
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Log on to your Online Banking account, click the ‘e-Statements’ tab, select ‘Statements & Notices’ and then click ‘View’.
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| How do I switch back to paper statements after I have enrolled in e-Statements? |
How do I switch back to paper statements after I have enrolled in e-Statements? |
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To stop getting e-Statements and switch back to paper statements, log on to your Online Banking account, click the ‘e-Statements’ tab, click ‘Documents & Settings’ and then un-check the boxes of the statements or notices you would like to un-enroll.
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| Who do I call with questions? |
Who do I call with questions? |
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Please call Customer Service at 952-915-8525.
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| What is the URL for Mobile Banking? |
What is the URL for Mobile Banking? |
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The Mobile Banking URL is www.GOcib.com.
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| What is Mobile Banking? |
What is Mobile Banking? |
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Mobile Banking is a service that allows you to connect to your eligible Citizens Independent Bank accounts via the web from your mobile phone or other handheld device. You can check account balances, transfer funds and pay bills.
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| How much does it cost? |
How much does it cost? |
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It's free. Check with your wireless provider for more information regarding internet access and text messaging fees.
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| What do I need to start using Mobile Banking? |
What do I need to start using Mobile Banking? |
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You may start using Mobile Banking if you are an Online Banking customer and have enrolled in Mobile Banking at www.bankcib.com. You must have at least one active deposit or loan account.
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| What are the restrictions on the type of mobile devices that can be used to access accounts? |
What are the restrictions on the type of mobile devices that can be used to access accounts? |
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Mobile Banking works with any web-enabled mobile phone device whose network allows secure SSL traffic.
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| What functions can I perform from my mobile device? |
What functions can I perform from my mobile device? |
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You can view transaction history and account balances, transfer funds between accounts, pay bills to existing payees and view alerts.
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| How do I know if my transfer or bill payment was entered succesfully? |
How do I know if my transfer or bill payment was entered succesfully? |
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Each time you make a transfer or bill payment, a confirmation text message will be sent to your mobile device. If you do not receive a confirmation text message, double check to make sure the transaction went through.
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| What happens if I lose my mobile device? |
What happens if I lose my mobile device? |
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Since your account data is not stored on your mobile device, your information cannot be stolen. When you replace your device, simply edit your Mobile Settings and make any changes to the wireless provider and/or phone number.
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| Why can't I add a new payee? |
Why can't I add a new payee? |
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Functionality is limited to sending payments to already established payees. To add a new payee, log into www.bankcib.com, select Bill Payment, and add a new payee. You can then submit payments to that payee via your mobile device.
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| What happens if I lose communication/signal during a transaction? |
What happens if I lose communication/signal during a transaction? |
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When you complete a transaction from your mobile device (bill payment, funds transfer, etc.) you will receive a text message as confirmation that the transaction was successful. If you do not receive this message due to a dropped call or lost signal, check your accounts and re-submit any transactions that did not process.
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| What do I need to do if I get a new phone? |
What do I need to do if I get a new phone? |
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If you get a new phone, but are using the same phone number and provider, no changes on your part are necessary. If you switch providers and/or phone numbers, log into your Online Banking account via the internet and update your information on the Options > Mobile Settings page. You will not receive text messages regarding Mobile Banking transactions if your phone number is not correct.
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| How do I delete a Bill Payment that I set up through my mobile device? |
How do I delete a Bill Payment that I set up through my mobile device? |
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You must log into Online Banking and delete the payment from the main menu of the Bill Pay module.
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| When I try to enter an amount for a Bill Pay or transer, I can't enter any numbers, only letters. Why? |
When I try to enter an amount for a Bill Pay or transer, I can't enter any numbers, only letters. Why? |
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Check your phone's settings to make sure you don't have alpha-only enabled on the keypad.
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| What if I no longer want to be a Mobile Banking user? |
What if I no longer want to be a Mobile Banking user? |
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To unenroll in Mobile Banking, login to your Online Banking account, select Options> Mobile Settings and click on 'Activate mobile banking access' then click 'I agree'.
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| Is Mobile Banking secure? |
Is Mobile Banking secure? |
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Yes. We utilize industry standard security technology
(SSL) with 128-bit encrypted communication
and security certificates, making Mobile
Banking as secure as Online Banking.
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| How do I enroll in Mobile Banking? |
How do I enroll in Mobile Banking? |
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You must be an Online Banking customer to enroll in Mobile Banking. Log in to your Online Banking account, click the 'Options' tab and then the 'Mobile Settings' tab. Complete the enrollment process.
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| What is Online Banking? |
What is Online Banking? |
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Online Banking allows our customers secure and convenient access to their accounts using the Internet anytime of the day, any day of the year. Some of the functions available with Online Banking are:
- Access and print information on all accounts including loans. Review and print transactions and history.
- Confirm deposits, withdrawals and cleared checks.
- Transfer funds between accounts and make loan payments.
- Pay bills automatically (optional)
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| How can I sign up for Online Banking? |
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| What happens if I don't log off of the system? |
What happens if I don't log off of the system? |
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Online Banking has a 10 minute time-out feature. If you are logged in and idle for 10 consecutive minutes, you will have to log in again to resume banking.
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| What happens if I forget my Online Banking password? |
What happens if I forget my Online Banking password? |
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If you forget your password, you can use the “Reset Password” function found on our home page. Otherwise, you can have your password reset by calling the bank and asking for Customer Service to assist you at 952-915-8525 during regular business hours (Monday through Friday 9:00 am - 5:00 pm and Saturday 9:00 am - 12:00 pm CST).
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| What should I do if I think someone has my login information? |
What should I do if I think someone has my login information? |
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Contact the bank at 952-915-8525 during regular business hours (Monday through Friday 9:00 am - 5:00 pm and Saturday 9:00 am – 12:00 pm CST) and ask for Customer Service. You will need your Online Banking ID for prompt assistance.
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| When will transfers show in my account? |
When will transfers show in my account? |
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The transfer cut-off time for current day's business is 6:00 pm CST. Any transfers made after this time will not be completed until the next business day.
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| How much does Online Banking cost? |
How much does Online Banking cost? |
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Access to Online Banking is FREE!
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| How do I add the optional Bill Pay service if I did not select it when I applied for Online Banking? |
How do I add the optional Bill Pay service if I did not select it when I applied for Online Banking? |
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You can apply for Bill Pay by completing an online application. You must be an authorized signer on the account. Currently, online enrollment is available only to personal account holders.
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| How much transaction history can I see Online? |
How much transaction history can I see Online? |
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You are able to access up to 183 days of transaction history as well as up to 12 months of previous statements.
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| What if I get an error message? |
What if I get an error message? |
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If you get an error message, please make a note of the message, the error number and the time. Contact the bank through the secure messaging system or call and ask for an Online Banking Specialist to assist you at 952-915-8525 and we will make every effort to resolve the issue as soon as possible.
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| Who do I contact if I have a question or problem with Online Banking? |
Who do I contact if I have a question or problem with Online Banking? |
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If you are having problems with Online Banking you may use the secure messaging system to send a message to an Online Banking Specialist. If you would rather talk to an Online Banking Specialist right away, contact the bank at 952-915-8525 during regular business hours (Monday through Friday 9:00 am - 5:00 pm and Saturday 9:00 am - 12:00 pm CST).
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| When and how are payments processed? |
When and how are payments processed? |
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Payments submitted (recurring or one time,) before 2:00 AM CST Monday-Friday will be processed at 2:00 AM CST. Payments submitted between 2:00 AM CST and Noon CST will be processed at 12 Noon CST. Payments received after 12:00 Noon CST on Monday-Thursday will be processed the next business day. Payments received after 12:00 Noon CST on Friday will be processed the next business day. All payments scheduled to go on a weekend will be processed on the processing day before the weekend. All payments scheduled to go on a holiday will be processed the day before that date. Payments entered on the weekend, recurring or one time, will be processed on the next business day.
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| What happens if I have a scheduled payment that falls over a weekend or holiday? |
What happens if I have a scheduled payment that falls over a weekend or holiday? |
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If a scheduled payment falls on a holiday or weekend, it will be paid on the Friday before the weekend, or the last working day before the holiday.
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| Can I use Bill Pay if I live outside the U.S.? |
Can I use Bill Pay if I live outside the U.S.? |
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Yes, as long as you have a bank account in the United States. However, you cannot pay bills to payees located outside the United States.
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| Can I get a copy of a cancelled check? |
Can I get a copy of a cancelled check? |
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Yes, you may request a copy through Customer Service. There is a fee associated with this request.
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| How long is history retained in the View Payment History section? |
How long is history retained in the View Payment History section? |
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Payment history for active and deleted payees is retained and viewable 18 months.
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| How far in advance should I set up a payment to ensure it is paid on time? |
How far in advance should I set up a payment to ensure it is paid on time? |
For an ELECTRONIC PAYMENT, allow 3 business days from when the payment is submitted.
For a CHECK payment, the check will be in the mail on the same day the payment is submitted if it is submitted before the 2 a.m. processing. If the check payment is entered before 12:00 Noon CST, the check will be mailed the following morning. Allow 5 to 7 business days for a check payment.
NOTE - You may want to set up a payment to yourself so you can see how the system works.
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| Are there minimum and maximum payment amounts? |
Are there minimum and maximum payment amounts? |
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Electronic payments are validated against the available account balance prior to processing, and check payments settle against your account like any other check, therefore, there is no dollar limitation on payments made through Bill Pay. You are limited only by the amount of funds in your account.
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| Can I have multiple payments to the same payee on the same day? |
Can I have multiple payments to the same payee on the same day? |
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At this time it is possible, as there is no mechanism to check for multiple payments for the same amounts going to the same vendor on the same day.
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| Can I stop a payment? |
Can I stop a payment? |
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Only check payments can be stopped after the check is printed and mailed, payment history will show the check number for that payment. The stop payment would be added in the same manner as for a regular check written out of your checkbook.
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| Whom can I pay through Bill Pay? |
Whom can I pay through Bill Pay? |
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You can pay anyone in the United States from the next-door neighbor, to the utility company, to the bank, and even a child in college across the country.
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| What do the status fields indicate on the Payment History Page? |
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.
NSF payments will keep trying until one of the following happens: the funds become available; if it’s a recurring payment and it expires, or if you delete the payment.
Communication Failure - There was an error due to communication problems. The payment will try again during the next processing run.
Vendor Refund - Payment rejected.
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| How many payees may I have set up? |
How many payees may I have set up? |
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There is no limit to the amount of payees you can set up through Bill Pay.
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| Can I edit Payee addresses? |
Can I edit Payee addresses? |
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Yes.
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| How do I know if a payee is electronic or check? |
How do I know if a payee is electronic or check? |
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Once you have set up the payee, then you can look at the PAYEE LIST screen and you will see a field that will tell you if the payee is electronic or check.
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| What payment frequencies are available? |
What payment frequencies are available? |
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You can set up payments in any of the following frequencies:
Weekly
Bi-weekly
Monthly
Semi-monthly
Quarterly
Annually
Semi-annually
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| When can you edit the dollar amount on a scheduled recurring payment? |
When can you edit the dollar amount on a scheduled recurring payment? |
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You may edit the dollar amount the next business day after the scheduled payment date.
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| Can I postdate recurring payments? |
Can I postdate recurring payments? |
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If a monthly recurring payment is set up to be paid on the 15th and the current date is November 12th, a payment will be scheduled for the month of November and set up to occur the 15th of every month until the end date is reached. However, if the payment is set up to be paid on the 15th and the current date is November 16th, the first payment will occur on December 15th.
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| Can I postdate a single payment? |
Can I postdate a single payment? |
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Yes. Just set the payment date for a valid future date.
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| Will the memo field I fill out when setting up a payment be passed on to the payee? |
Will the memo field I fill out when setting up a payment be passed on to the payee? |
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Yes, your memo will appear on paper check bill payments. The memo field is 40 characters long. Any amount over 40 characters will be cut off. Memo field information will not appear on electronic payments.
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| Are there any merchants that I cannot pay through Bill Pay? |
Are there any merchants that I cannot pay through Bill Pay? |
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No. Any merchant that is in our database can go electronically. If a merchant is not on the list, you may send the payment as a check. Make sure that you enter your merchant account number exactly the way it appears on your bill. If you choose a merchant on the electronic database that requires an address match, choose the correct remittance address listed on your bill.
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| When will the money be taken out of my account? |
When will the money be taken out of my account? |
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For an ELECTRONIC PAYMENT, funds are debited the same day that the payment is sent, providing it is sent by 12:00 Noon CST. Electronic payments submitted after 12:00 Noon CST are debited the next day during bill pay processing.
CHECK payment funds are debited from the account when the check clears your account at the bank.
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| What if I do not have enough money in my account? |
What if I do not have enough money in my account? |
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CHECK payments are handled in the same manner as a check written out of your checkbook against an insufficient balance.
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 or the funds are in the account to make the payment.
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| How late in the day can I enter, edit, or delete a payment? |
How late in the day can I enter, edit, or delete a payment? |
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You may add, edit, or delete a payment up to 2:00 AM CST on the day the payment is scheduled to be sent. If a same day payment is submitted between 2:00 AM CST and Noon CST it may be edited up until Noon CST.
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