faq

FAQ’s at National Bank

Welcome to National Bank's Frequently Asked Questions page. We developed these Frequently Asked Questions to help our users with any problems they might have. If you have any suggestions for content on this page, or you have a question that is not covered in these pages, please email us at info@national-bank.com. To begin solving your problem, choose from the links above. Thanks!


Banking FAQ's

Q: Are my deposit accounts FDIC insured?

A: Yes. Each individual customer's account is insured by the FDIC up to $250,000 per account.


Q: How do I set up Direct Deposit of my payroll check?

A: After your checking account has been opened, we will provide you with our routing and transit number and your account number. If your employer takes part in a direct deposit program, provide this information to the payroll or human resources department, and your direct deposit will usually begin within thirty days. 


Q: How do I set up Direct Deposit of my Social Security check?

A: After your checking account has been opened, we will provide you with our routing and transit number and your account number. Simply contact the Social Security office with your personal information plus the above information, or you may visit your nearest National Bank location.


Q: Can I open an account if I don't live in the United States?

A: At this time, we only open accounts for persons residing in the United States with valid U.S tax identification numbers (Social Security Numbers).


Q: Do you use Qualifile AKA ChexSystems to verify new account applications?

A: Yes. We use Quailifle AKA ChexSystems to verify all new account information.


Q: Can I do all of my banking with you?

A: Yes! Thanks to Direct Deposit and ATMs, toll free information line, online and mobile banking, everyday banking tasks can be performed on your own time.


Q: How long does it take for me to receive my Visa Check Card after my application has been approved?

A: Approximately 2 weeks. Your card will be in one mailing and your PIN in another.


Q: Can I access my account information at any time?

A: Yes! With Online, Mobile Banking and In-Touch 24, you have access to your account information at any time. 


Q: How do I make a deposit to my account from a remote location?

A: You can do most of your banking by direct deposit or via ACH (Automated Clearing House) transactions. Mobile deposit is also available, application required. We also offer a bank-by-mail service, which allows you to mail non-recurring deposits.  Contact us for further questions @ 800-717-3991.



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Internet Banking FAQ's

Q: What is Internet Banking?

A: Internet Banking is a tool that allows you to use a personal computer with an Internet connection to conduct your banking online.


Q: What can I do with Internet Banking?

A: You can view account balances and transaction history, transfer money and pay bills, turn your Debit Card ON/OFF, download transactions to your PC and much more. Check out the Internet Banking Demo to see all the features of Internet Banking and how you can personalize your online banking experience. 


Q: Is any of my personal information stored in the Internet Banking product?

A: : Yes, the Internet Banking product stores your User ID, encrypted password, Multi-factor (MFA) Security Challenge Responses, and User Preferences for product usage.


Q: How current is my banking information?

A: Your account information is real time. It will provide your balance, any pending items and your available balance. 


Q: What accounts will I be able to access through Internet Banking?

A: You can access your checking, savings, investments and loan accounts from the Internet banking service. Our Internet Banking Product is intended to give you as much access, security, and versatility as possible.


Q: How much account information can I view at once?

A: The system will automatically show the last 15 days of activity. However, by selecting the Transaction Tab and then click the drop down for This Month, you will have options to search for more history.


Q: Can I view my account details in more than one way?

A: Yes, you can view your accounts by date, check number, payee, amount or balance in ascending or descending order. 


Q: Can I schedule future transfers and/or set up alerts?

A: Yes. You can schedule quick, future and recurring transfers and loan payments under the Transfer Tab. The Alert tab is found under Settings. On the Alert Tab you can set up several different kinds of alerts. 


Q: When can I use Internet Banking services?

A: With Internet Banking, you have access to your account information 24 hours a day, 7 days a week! 


Q: Is there a demo available for me to try?

A: Yes, we have an Online Banking Demo that is found on the New User page. 


Q: How long can I be inactive before being logged out of the Internet Banking product?

A: The inactivity time out is 45 minutes.


Q: What is required to use the Internet Banking service?

A: All you need to use Internet Banking is a secure browser that supports 128 bit encryption, such as Microsoft Internet Explorer®. You can use any computer that has Internet access. Internet Explorer is the preferred browser but certain versions of FireFox, Google Chrome, Opera and Safari are also compatible. 


Q: How do I access Internet Banking?

A: Click on New User from our home page and follow the self-registration process. During this process you will be required to answer (4) four out of wallet questions, establish a user name and a security code. Once you have completed the process you will be sent an email from myebanking@csiweb.com; on behalf of; info@national-bank.com. Click on the link and enter your security code. From there you will be asked to establish a password, set up three challenge questions, and establish a security phrase and an image. Once completed you will be able to log in and see your accounts. A “Paper Application” is available for those who are unsuccessful with self-registration. You must have an existing checking, savings, CD or loan account before banking online.


Q: Can I create my own password that is easy for me to remember?

A: Yes


Q: What happens if I forget or lose my user name and/or password?

A: Just call us at 1-800-717-3991 and we will take you through the steps needed to get back into the system immediately or you may click the forgotten password/user name links located on the applicable pages and follow the steps given for each.


Q: How can I add accounts to view and/or set up transfers after I have already enrolled?

A: Accounts opened after enrolling should automatically appear and have transfer rights. But if that does not occur Click here to complete access form or you can access and submit the necessary form via the support tab within online banking. 


Q: How long can I be inactive before I am removed from Online Banking?

A: 180 days 


Q: Where can I change my password, email address, greeting and security questions?

A: These can all be changed by clicking on Settings and then the Security tab. 


Q: Can I view my statements online?

A: Yes, click on the statement tab for the account and complete the information located at the bottom of that page. Once you are set up, your statement will be accessible at your normal statement time. You will be required to perform a brief verification when viewing the statement. You will no longer receive paper statements. 




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Bill Pay FAQ's


Q: What is online bill pay?

A: Online bill pay is a service that allows you to pay virtually anyone or any company through your online banking account. You determine who you want to pay, when you want to make the payment, and which account you want the payment to come from. It's safe, secure and easy to use.


Q: Who can I pay with online bill pay?

A: You can pay virtually any business or individual with a mailing address within the United States and Puerto Rico. For example, you can pay utilities, cable bills or credit cards, or individuals such as a landlord, babysitter, or relative.


Q: How do I start using online bill pay?

A: You can make a payment in four easy steps:

  1. Grab a bill and login to your account at www.national-bank.com.
  2. Click on the "Bill Pay" link.
  3. Add your payee from the "Add a Payee" button.
  4. Enter the amount you want paid and make your payment.

Q: How are online payments delivered?

A: Payments are sent one of two ways—electronically or by paper checks. The majority of payments are delivered electronically. Your payment information, such as your account number, is sent via secure transmission. All other payments are made by paper checks that are mailed via the U.S. Postal Service.


Q: Is online bill pay secure?

A: Paying bills online is one of the safest ways to pay your bills. Online bill pay helps guard against identity theft from lost or stolen checkbooks, bills and statements. It also increases your privacy because only you can access your account information, account numbers and payment history. As a result, you maintain tighter control of your account with real time access to your payments activity.


Q: How long does it take before my payment is received?

A: Generally, your payment is received within 2 to 10 days, depending on whether or not it is sent electronically or via paper check.


Q: How are the scheduled payments processed with online bill pay?

A: Most scheduled payments are sent electronically and funds are withdrawn from your account on the delivery date. Payments sent by check will be withdrawn from your account when National bank is presented with the item.


Q: What are the primary benefits of online bill pay?

A: Here's a quick list of the many ways you can benefit from using online bill pay.

  1. Save Time. It takes only minutes to pay your bills each month. You save time on trips to the post office and filing away paper receipts. In addition, smart features such as recurring payments allow you to set up a schedule to pay your bills automatically.
  2. Save money. Online bill pay saves on postage, envelopes, late fees, and checks. If you pay just 10 bills per month, you can easily save over $75.00* per year.
  3. Stay Organized. Your payment history is stored online so you won't have to file and sort through paper receipts.
  4. Gain peace of mind. You can schedule payments in advance so you won't have to worry about paying bills when you travel. Bill pay reminders are also available to notify you it's time to pay your bill.
  5. Help the environment by saving paper. With online bill pay, there are no checks to write or envelopes to mail. That's good news for you and the environment.*Savings are approximate and based upon the average annual cost of stamps, envelopes, and checks required for paying ten bills per month.

Q: What is eBill?

A: eBill is a feature that allows you to receive and pay electronic summary versions of paper bills directly from your online bill pay account.


Q: How do eBills work?

A: eBills are delivered directly to your online bill pay account. Once you set up an individual eBill for a company you do business with, an eBill comes directly from that payee to your account. Examples of businesses that offer eBills are cable service providers, phone service providers, utility providers and credit card companies.


Q: Will I still receive paper statements when I have eBill?

A: You will also continue to receive paper bill statements unless you contact the payee to stop sending those statements.


Q: How will I know if eBill is available for a payee?

A: If your payee is eligible for eBill, you will see a “Setup eBill” link next to their listing on your bill pay dashboard.


Q: What are the primary benefits of eBill?

A: With eBill, everything you need is in one convenient location. Using eBill allows you to streamline your bill pay routine and have online access to your bills. That means you won't have to keep track of paper bills. In addition, you can view past bill summaries at a glance.


Q: What information is included in an eBill?

A: Balance due, due date and minimum payment amount is included in your eBill. If you need additional details, there will be a link that lets you login to your account on your payee's website, or you can check your paper statement.


Q: How do I pay an eBill?

A: To pay an eBill, simply choose the account you want to pay from, enter the amount you want to pay, and schedule when you want the payment delivered.


Q: How do I know when I have received an eBill?

A: You can sign up to receive an electronic notice to alert you when an eBill has been delivered to your account. You can receive these notices in the form of emails or text alerts to provide an extra reminder when a payment is due.


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Security

Protect Yourself Against Phishing


What Is Phishing?

Phishing is defined as "the practice of luring Internet users to a fake website by using authentic-looking email in an attempt to steal passwords, personal information, or introduce a virus attack." Further, it generally utilizes a website made to look similar, if not identical, to that of a legitimate financial institution or other service providers, such as a Visa credit card provider or the Federal Deposit Insurance Corporation (FDIC).
There are numerous methods employed to compel an Internet user to divulge personal information. Some such techniques include but are not limited to the following:

There are numerous methods employed to compel an Internet user to divulge personal information. Some such techniques include but are not limited to the following:

  • Avoid account closure/service interruption
  • Suspicion of fraud/phishing
  • Requests for charitable donations
  • Get rich quick schemes

Why It Is Important To Protect Yourself

Identity Theft is the fastest growing act of fraud in the United States. With the right information an identity thief can open financial accounts and credit lines in your name. Cash can be withdrawn or checks can be written against your existing accounts. Apartments can be rented and utility services can be established.

However, phishing scams are not limited to identity theft. For example, Visa has reported a rise in fraudulent PIN-based transactions believed to be the result of online phishing scams. The cardholder responds to a phishing email and in the response the cardholder provides personal information, such as account and PIN numbers. The criminal encodes the account number and PIN on either a counterfeit card or "white plastic" - any plastic card with a magnetic stripe. These cards are then used for withdrawals at ATM's around the world. Additional information about phishing can be found at www.visa.com/phishing.

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National Bank's Email Policy

  • From time to time National Bank may contact you by email; however we do not send emails requesting members to update their account information.
  • National Bank does not request personal information via email unless the communication was first initiated by a member request.
  • National Bank highly recommends that the provision of any personal information be made by contacting us directly at 1-800-717-3991.

Tips To Avoid A Phishing Scam

  1. Be suspicious of any emails requesting personal information.
  2. 1. Do not reply to suspicious emails and do not click on a link within suspicious email messages.
  3. Contact the business/organization that is claimed to have sent the email directly. Use a published phone number or manually type the web site address into your web browser.
  4. Never send personal information (e.g. credit or debit card number, Social Security number, or PIN) in response to an email request from anyone or any entity.
  5. Report any suspicious emails to the business/organization claimed to have sent the email.

What To Do If You Suspect You Have Been A Victim Of A Phishing Scam

  1. If you suspect that you may have given personal information in a phishing scam, you should assume that you have in fact done so.
  2. Contact the business/organization relevant to the information provided (e.g. contact National Bank if you provided information regarding your National Bank credit card).
  3. Take steps to closely monitor or close any account in question.
  4. Monitor your credit accounts for signs of Identity Theft such as fraudulent transactions or unauthorized new accounts.

National Bank customers suspecting they are victims of a phishing scam should contact us at 800-717-3991.


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Additional Resources

  1. AnnualCreditReport.com - Free Credit Reports
  2. Better Business Bureau
  3. Call For Action, Inc.
  4. Federal Trade Commission - Information Security
  5. Visa International

Vishing: The New Identity Theft

Electronic thieves have a new method of attack. Because Internet users are learning not to click links in unsolicited emails in order to prevent phishing attempts, these thieves are now "vishing," which is short for "voice phishing."

A vishing attack often starts as an email appearing to be from a financial institution or legitimate online merchant. The individual is instructed to call a phone number to verify account information or because his or her account information has been breached. When a victim calls the number the person asks for personal and/or financial account data. In some instances they may even provide the victim's personal information, such as a credit card number, and ask for confirmation of the number or the three-digit security code on the back.

In other cases, rather than a person, an electronic phone banking application that imitates a real financial institution's phone banking has been known to be used. This application can prompt the caller to key-enter information, which is then captured. Vishers may also impersonate the Caller ID information on a person's home phone.

It's important to be aware of this new technique thieves are using to obtain your confidential information.


What To Do If You Suspect A Vishing Attack

Suspect Email: Do not call the number provided in the email. Call the company directly at a phone number obtained from a reliable source and advise them of the content of the email. Suspect Phone Call: Do not verbally provide or enter any information via your touch-tone phone. Hang up the phone and dial the company directly at a phone number obtained from a reliable source and advise them of the phone call. If your credit card number was provided to you for verification, call your financial institution directly and ask to have a new card number issued. If you suspect any of your National Bank accounts have had a vishing attack, contact us at 1-800-717-3991, Monday through Friday.

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