FREQUENTLY ASKED QUESTIONS

 

 Q. How do I sign up for BankOnLine?

A.  Complete a BankOnLine application and simply stop by the bank and speak with one of our associates. Once you complete and return the required forms we will mail you a BankOnLine ID and a password.

 

Q. Is there a fee for BankOnLine?

A. No, BankOnLine is available free of charge to all CBBC Bank customers.

 

Q. Is BankOnLine safe?

A. CBBC Bank uses state-of-the-art firewalls and security to protect client accounts and identities. We do this by:

  • Using Secured Socket Layer (SSL) data encryption.  
  • Requiring clients to use a browser with 128-bit encryption.  
  • Never displaying Social Security Numbers over the Internet.
  • Automatically disconnecting BankOnLine sessions after 10 minutes of inactivity.  
  • Requiring a unique BankOnLine ID and password to be entered before access is granted to account information.
  • Utilizing a Password Security System. To keep unauthorized individuals from accessing client accounts by guessing their password, we have instituted a password lockout system. If a password is entered incorrectly three consecutive times, the user is "locked out" of the system.
  • Requiring passwords be changed every 90 days to new passwords with certain length and character requirements (alpha/numeric, 8-25 characters, no special characters).
  • Requiring security questions to be entered upon first-time login, which are used to ensure that the client is authorized to access BankOnLine, anytime they are using a different computer.
  • Deactivating BankOnLine accounts that are inactive for six (6) months.

 

Q. What is encryption?

A. Encryption technology ensures that your confidential account information cannot be accessed by another party. Encryption is a way to rewrite something in a code, which can be decoded later with the right "key." When you request information about your accounts, the information is sent across the web in an encrypted format. When the information reaches you, it is decoded so that you and no one else can read it. When you see a small lock icon at the bottom of your browser, it indicates your data has been encrypted for transmission.

 

Q. Why do I need 128-bit encryption?

A. Because we are dedicated to a safe and secure Internet banking experience, we require that you use the highest security standards available.

 

Q. What can I do to protect my internet security?

A. While BankOnLine works to protect your banking privacy, you will also play an important role in protecting your accounts. There are a number of steps you can take to ensure that your BankOnLine account information is protected including:

  • Don't reveal your BankOnLine ID or password to anyone else. They are designed to protect your banking information, but it will only work if you keep them to yourself.
  • Change your password frequently.
  • Don't walk away from your computer if you are in the middle of a BankOnLine session.
  • Once you have finished your BankOnLine session, sign off before visiting other sites by clicking on the "Exit" button.
  • If you notice suspicious or unusual activity on your BankOnLine accounts, call us at 865-977-5924.  
  • Do not change your pseudo names for BankOnLine accounts to your account numbers.

CBBC is not responsible for customer errors or negligent use of BankOnLine Services. See our BankOnLine Services Agreement for customer responsibilities.

 

Q. Can I access my account from multiple computers?

A. Yes, you can access your account from any number of computers.  If you login from a new computer or a public terminal, you will just need to go through one extra step of answering one or more challenge questions.  This helps protect you by keeping unauthorized people from accessing your valuable information. 

 

Q. How do you confirm my identity?

A. We will confirm your identity by two authentication "factors".  These factors include

  • Something you know (your BankOnline ID and PIN)
  • Something you have (your computer)

       If we cannot confirm your identity or we do not recognize your computer, we will ask you a challenge question to which only you know the answer. The challenge questions are selected and answered the first time you sign in to BankOnLine. If you answer the challenge question correctly, your identity will be confirmed and you can proceed with your login.

 

Q. Can I choose my own BankOnLine ID and Password?

A. Initially you will automatically be assigned a unique BankOnLine ID and password. The first time you log on to BankOnLine you will be asked to choose a different password for security reasons. You may choose any alphanumeric password 8 to 25 characters in length (without special characters). You will also have the option of setting up a Personal ID, to use in place of your BankOnLine ID. Please note that your actual BankOnLine ID does not change - when you log on, the system will accept either the original 12-digit BankOnLine ID or the Personal ID you assign. You may change your Personal ID and password as often as you would like, however the system will remember the last four passwords used.

 

Q. How do I change my BankOnLine ID?

A. After you login to BankOnLine, select the "Options" tab. On this page you will be able to enter a new BankOnLine ID in the two boxes: "Enter New" and "Enter New Again" then click "Submit" at the bottom of the screen.

 

Q. How do I change my password?

A. After you login to BankOnLine, select the "Options" tab. You will be asked to enter your current password, then to type in your new password twice for verification purposes. To save this change, click on "Submit."

 

Q. I am trying to reset my password and it says that password self reset is not enabled on my account. How do I enable this on my account?

A. After you login to BankOnLine, select the "Options" tab. On this page under the "Modify Personal Settings" heading, you may enter a Password/PIN Reset Question and Password/PIN Reset Answer. Click "Submit" at the bottom of the screen to save this change. This setting will allow you to reset your password via email.

 

Q. What can I do if my BankOnLine account is locked or blocked?

A. If you are unable to access your BankOnLine account and you have received the message that your account has been locked or blocked, please contact us at 865-977-5924 and speak to one of our Customer Service Representatives. They will assist you in resetting your password. You may also ask about the reset password feature which allows you to reset your BankOnLine account.

 

Q. Can my spouse and I have separate BankOnLine IDs?

A. Yes. Each signer on the account may have a different BankOnLine ID and password that is unique to them.

 

Q. What should I do if I forget my password?

A. If you forget your password, simply call our Customer Service Representatives at 865-977-5924 and we will be happy to reset your password for you. You may also ask about the reset password feature which allows you to reset your BankOnline account.

 

Q. How late in the day can I make a transfer between my CBBC accounts?

A. You can transfer funds 24 hours a day. However, if you would like the transfer to post on the same business day, the transfer must be initiated, and a confirmation number received, before 7:00 PM on business days Monday-Friday. All transfers made after 7:00 PM, on weekends, or on holidays will post the next business day.

 

Q. I signed up for BankOnLine, but I am not able to view my past statements.

A. Only statements produced after you signed up for BankOnLine are available online.

 

Q. How far back can I view my statements?

A. Statements (without images) are available to you for 6 months. Electronic statements (with images if applicable) are retained for 180 days.

 

Q. Can I pay bills or transfer funds using BankOnLine?

A. Yes, you may transfer funds between your checking and savings accounts with CBBC Bank. You may also make payments to your loan. Additionally, you may use our free Express Bill Payment feature within BankOnLine to pay bills to electronic or check payees. For more information on Express Bill Pay, please contact our Customer Service Representatives at 865-977-5935.

 

Q. What is real-time account access?

A. Real-time account access means that you see what the bank sees. In other words, you have access to the most current and accurate information pertaining to your account(s). If a transaction is pending for the current business day, you may not be able to see information such as the merchant name or the type of transaction. For example, if you see a transaction labeled "POD Captured Item" this is a check that is pending for the current business day. If you see a transaction labeled "ACH Processing" this is an ACH transaction that is pending for the current business day. Following business day processing, a more complete description can be viewed.

 

Q. My account numbers do not appear on BankOnLine, how can I differentiate between my accounts?

A. BankOnLine allows you to assign a pseudo name to each of your accounts so you can label them whatever is most convenient for you (i.e., Christmas Savings, Expense Account, Auto Loan, etc.). To assign pseudo names to your accounts, click on the "Options" tab. Next, click on "Account" which will list your accounts as they currently appear. You may rename the accounts in the box to the right of each account under "New Account Pseudo Names". Once you have finished, click "Submit" at the bottom to save your changes.

 

Q. Can I receive my account statement electronically?

A. Yes, Click on the Electronic Statements tab, then click on Documents and settings and follow the instructions

 

EXPRESS BILL PAY

 

Q. How do I sign up for Express Bill Pay?

A. Simply check the Express Bill Pay service block on your BankOnLine application and indicate from which account you would like to pay your bills.

 

Q. How soon after an Express Bill Pay transaction takes place does it appear in my account activity?

A. Express Bill Pay transactions we were able to pay electronically will post to your checking account on the pay date you provided.   If a check was issued it will process and post as if you had written a personal check.

 

Q. Who do I call with questions?

A. For questions about Express Bill Pay, you may call a customer service representative during regular bank hours at (865) 9775935 or while you are logged in BankOnLine click on Contact and send us a secure email.   For questions about Express Bill Pay prior to signing up for the service, call (865) 9775935 during bank hours.

 

Q.When and how are the payments processed?

A. Payments submitted, recurring or one time, before 3:00 AM Monday-Friday will be processed at 3:00 AM.  Payments submitted between 3:00 AM and 1:00 PM will be processed at 1:00 PM. Payments received after 1:00 PM on Monday-Thursday will be processed the next business day.  Payments received after 1:00 PM 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 last business day BEFORE the holiday.  Payments entered on the weekend, recurring or one time, will be processed on the next business day.

 

Q. Can I use Express Bill Pay if I live outside the U.S.?

A. 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.

 

Q. Can I get a copy of a cancelled check?

A. Yes. You will need to contact one of our customer service representatives at (865) 977-5921.

 

Q. How long is history retained in the View Payment History section?

A. Payment history for active and deleted payees is retained and viewable 18 months

 

Q. How far in advance should I set up a payment to ensure it is paid on time?

A. For an ELECTRONIC PAYMENT, allow 3 business days from the date 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 3 a.m. processing.  If the check payment is entered before 1:00 PM, the check will be mailed the following morning.  Allow upto 10 business days for a check payment.

Please note that we have no control over the U.S. Postal Service.

 

Q. Are there minimum and maximum payment amounts?

A. Electronic payments are validated against the available account balance prior to processing, and check payments settle against your account like any other check.

 

Q. Can I have multiple payments to the same payee on the same day?

A. At this time, there is nothing that checks for multiple payments for the same amounts going to the same vendor on the same day.

 

Q. Can I stop a payment?

A. 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.

 

Q. Whom can I pay through Express Bill Pay?

A. 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.

 

Q. What do the status fields indicate on the Payment History Page?

A. 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 by electronic payee.

 

Q. How many payees may I have set up?

A. There is no limit on the number of payees you can set up.

 

Q. Can I edit Payee addresses?

A. If the payee is set up for check payments you can change the address. If you need to change an address and the payee is paid electronically you must delete the payee and set them back up with the new address.

 

Q. How do I know if a payee is electronic or check?

A. Once you have set up the payee, then you can look at the PAYEE LIST screen and you will see a type field that will tell you if the payee is E-electronic or C- check.

 

Q. What payment frequencies are available?

A. You can set up payments in any of the following frequencies:

 

Weekly

Bi-weekly

Monthly

Semi-monthly

Quarterly

Annually

Semi-annually

 

Q. When can you edit the dollar amount on a scheduled recurring payment?

A.You may edit the dollar amount the next business day after the scheduled payment date.

 

Q. Can I postdate recurring payments?

A.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.

 

Q. Can I postdate a single payment?

A. Yes. Just set the payment date for a valid future date.

 

Q. Will the memo field I fill out when setting up a payment be passed on to the payee?

A. 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.

 

Q. Are there any merchants that I cannot pay through Express Bill Pay?

A. No.  Any merchant that is on our bill pay third party provider 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 as 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.

 

Q. When will the money be taken out of my account?

A. If the Payee is paid electronically, funds are debited the same day that the payment is sent, providing it is sent by 1:00 PM.  Electronic payments submitted after 1:00 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.

 

Q.What if I do not have enough money in my account?

A. 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 (if you have set up your personal alerts).  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.

 

Q. How late in the day can I enter, edit, or delete a payment?

A. You may add, edit, or delete a payment up to 3:00 AM on the day the payment is scheduled to be sent. If a same day payment is submitted between 3:00 AM and 1:00 PM it may be edited up until 1:00 PM.

 

IMPORTANT:  You must keep your BankOnLine account active.  If your account becomes inactive (you have not signed on to BankOnline in 180 days) your BankOnLine account will drop off our system and future recurring payments will not occur.