Frequently Asked Questions
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: What are the current guidelines for Temporary FDIC Insurance Coverage for Transaction Accounts?
A: Notice of expiration of the temporary full FDIC insurance coverage for noninterest bearing transaction accounts: By operation of federal law, beginning January 1, 2013, funds deposited in a noninterest-bearing transaction account (including an Interest on Lawyer Trust Account)no longer will receive unlimited deposit insurance coverage by the Federal Deposit Insurance Corporation (FDIC). Beginning January 1, 2013, all of a depositor’s accounts at an insured depository institution, including all noninterest-bearing transaction accounts, will be insured by the FDIC up to the standard maximum deposit insurance amount ($250,000.00), for each deposit insurance ownership category.
For more information about temporary FDIC insurance coverage of transaction accounts, visit www.fdic.gov.
Q: How do I set up Direct Deposit of my payroll check?
A: After your checking application has been approved, you will receive our routing and transit number and your account number. If your employer participates in a direct deposit program, simply provide this information to the human resources or payroll department at your company, 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 application has been approved, you will receive our routing and transit number and your account number. Simply contact us, and have your Social Security Number and account information available to set up your direct deposit right over the phone.
Q: Can I get information about my account by phone?
A: Yes! Account information is available with our Customer Service Representatives during business hours at 972-720-9000.
Q: What products can I apply for online?
A: We have a variety of business and personal accounts. Check out our Products & Services page to see which accounts you can apply for online.
Q: Is interest paid on my checking account?
A: Yes! If you want a checking account that pays a market rate of interest, check out our T Plus Checking account.
Q: Can I open an account if I don’t live in the United States? What if I live in the United States but am not a citizen yet?
A: At this time, we only accept applications from persons residing within the United States with valid U.S. tax identification numbers (Social Security Numbers). If you have questions, contact us. We’d like to hear from you.
Q: Can I do all of my banking with you?
A: Yes! Thanks to the convenience of Direct Deposit and Remote Deposit Capture, everyday banking activities can be performed on your own time. Contact us with questions about your banking needs.
Q: Can I look at my transactions at any time?
A: Yes! With Online Banking, you have access to your account information 24 hours a day, 7 days a week!
Q: How frequently is my information updated?
A: Your account information is updated every business day with new transactions that posted to your account the previous day.
Q: Are wire transfers possible to and from my checking account?
A: Yes! Funds can be transferred to and from accounts by wire transfer or via ACH (Automated Clearing House) debits or credits. Contact us for details.
Q: How do I make a deposit to my account from a remote location?
A: You can do most of your banking by using direct deposit, Remote Deposit Capture or ACH (Automated Clearing House) transactions. We also offer a bank-by-mail service, which allows you to mail non-recurring deposits. Contact us for details on a method that’s best for you.
Q: When do I have access to use Internet Banking?
A: With Online Banking, you have access to your account information 24 hours a day, 7 days a week!
Remote Deposit FAQs
Required computer hardware, software and connectivity
Do I need a special computer or operating system?
PCs must be running either the Windows XP or later operating system. Apple Mac OS is also fully supported.
Do I need special software to scan my checks?
Which web browsers can I use?
Microsoft Internet Explorer version 9.0 or higher, Firefox — latest version, Mozilla — latest version, Google Chrome — latest version, Safari (Mac) — latest version
What type of internet connectivity do I need?
Any broadband or DSL-type internet access with a minimum 128K bit transfer. Dial-up access can be used, but system performance is not guaranteed. Dial-up access is not recommended and system performance is not guaranteed.
Do I need a special scanner to scan my checks?
Any TWAIN-compatible flatbed scanner or all-in-one multifunction printer will work. If you are not sure whether your scanner is TWAIN-compatible, refer to the device documentation or contact the manufacturer.
Can pop-up blockers affect my ability to use Xpress Deposit Capture?
Yes! Please turn pop-up blockers off.
How to use Xpress Deposit Capture
Who is eligible for Xpress Deposit Capture (XDC)?
Xpress Deposit Capture is FREE to qualified T Bank customers. To be eligible for this service you:
- Must be a T Bank deposit customer in good standing for at least 6 months or a new customer with satisfactory credit history and accounts in good standing at previous bank
- Must have a T Bank checking, money market, or savings account
- Must be a registered user of T Bank online banking
- Must apply and be approved by T Bank
How do I sign up?
If you are using the mobile banking application, you can automatically enroll in the mobile version of teh remote deposit service and start using it immediately. Otherwise, you will need to contact a client relationship manager at the bank and they can help enroll you in the Xpress Deposit Capture (XDC) service.
Are there any limits on the dollar amount and number of deposits I can scan in a day?
Yes. There’s a cumulative daily deposit limit of $5,000, and no single item can exceed $5,000, unless otherwise approved by the bank.
Do I scan the front and back of my check?
Do I need to sign the back of my check?
Yes, you must endorse the back of the check “For deposit only – T Bank Account # xxxxxxxxxx” and sign it.
When will my deposit be posted?
If we receive your deposit by 3:00 p.m. Central Time, it will post by close of business the same day. If we receive your deposit after 3:00 p.m. CT or on a weekend or holiday, it will post by close of business the following business day. Deposits may not be available for immediate withdrawal based on our Funds Availability Policy.
How will I know if you received my deposit?
We’ll send you a “deposit received” notification by e-mail.
Can I scan more than one check at a time?
No. You may scan only one item at a time.
What if my image of the check I scanned is bad?
If you receive notification that your item has been rejected due to bad image you have the option to rescan and resubmit the item before submitting. If you’re unable to produce a clear image, please send the item by postal mail to:
T Bank, NA
Attention: Deposit Operations
16200 Dallas Parkway, Suite 190
Dallas, TX 75248
To request postage-paid envelopes for banking by mail, e-mail firstname.lastname@example.org. Include your name and address in your request.
Do I destroy my check after I scan and send it to you?
Yes. Once you receive the “deposit approved” notification e-mail, you should retain the deposited item for 7-10 business days to ensure no issues with clearing the item through the receiving financial institution and then destroy the check.
Will you place a hold on my check?
Perhaps. In some cases we may not make all of the funds that you deposit available to you on the same day we receive your deposit. Please see our Funds Availability Policy for details.
Can I scan a money order?
Can I scan a counter check?
No. A counter check does not contain the account number and check number on the MICR line.
Can I scan a third party check?
No. We do not process third party checks. A third party check is made payable to someone other than yourself and endorsed to you.
Can I scan a foreign check/item?
No. Due to Check 21 and ACH rules we are unable to process checks with foreign routing numbers.
Can I scan a 941 Tax Deposit?
No. A 941 Tax Deposit must accompany a tax coupon for processing.
Can I scan a US Savings Bond?
No. Due to Check 21 and ACH rules we are unable to process Savings Bonds.
Can I deposit a post-dated check?
How long does the system retain my check and report information?
What if I need additional help?
If you have additional questions about Xpress Deposit Capture, contact a Client Relationship Manager at 972-720-9000 or e-mail email@example.com. Our customer care hours of support are 9 am – 5 pm CST, Monday through Friday.
Remember to consider our Internet Security and Fraud Prevention tips when using any of T Bank’s online banking services.
Internet Banking FAQs
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 download transactions to a personal financial manager and much more. Check out the Internet Banking Demo on the login page 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, password and user preferences.
Q: How current is my banking information?
A: Your account information is updated every business day with new transactions that were posted to your account the previous business day.
Q: What accounts will I be able to access through Internet Banking?
A: You can access your checking, savings, 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 current month’s transactions and information. However, by selecting User Preferences, you can choose to view the current month and the previous month. Or, you can choose to view your account from a date range, going back for a rolling period of twelve months.
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: What formats can I download my transaction history in?
A:Internet Banking supports downloads to Quicken™, Quickbooks™ or as a comma-delimited text file.
Q: Can I schedule future transfers?
A: Yes, you can schedule future, one time, and recurring transfers in our online banking products.
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 and you can link to it from the Online Banking login page.
Q: How long can I be inactive before being logged out of the Internet Banking product?
A: The inactivity time out for a session is generally set for 20 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®, Netscape Navigator® or America Online®. You can use any computer that has Internet access.
Q: How do I access Internet Banking?
A: You can either complete the Internet Banking registration form on the login page and submit it to us or work directly with a client relationship manager at the bank to get you enrolled. Once your registration is received we will process your request. You will need a password to access the service for the first time. You may contact us by telephone or wait for your password to be emailed to you. You must have an existing checking, savings or loan account before banking online.
Q: Can I create my own password that is easy for me to remember?
A: Yes, after you use your assigned password to log-in for the first time, you can go to Administration and change your password.
Q: What happens if I forget or lose my password?
A: Just call us and we will take you through the steps needed to get back into the system immediately! If it is after hours or on a weekend, you can also reset your password by clicking on the appropriate link on the login page.
Remember to consider our Internet Security and Fraud Prevention tips when using any of T Bank’s online banking services.
Q: Is T Bank affected by the “Heartbleed” OpenSSL vulnerability and is my online banking account protected?
A: T Bank’s Internet Banking platform and hosting environment utilizes a version of SSL software that is NOT vulnerable to this bug. So, your login information is safe. However, we do encourage our customers to change their passwords. It is good practice to do so periodically and if you happen to use the same password at another site that was compromised, changing it here will better protect your account.
For more information about the Heartbleed vulnerability, visit www.heartbleed.com.
Bill Pay FAQs
Q: What is an e-bill?
A: An e-bill (electronic bill) is an electronic version of a paper bill that you can view online through Web Bill Pay.
Q: How does electronic billing work with Web Bill Pay?
A: Web Bill Pay lets you make payments and receive and pay bills online through your Financial Institution. You can make payments to anyone, anytime, anywhere in the United States, from you mortgage lender to your newspaper carrier. The only payments you cannot make through your bill payment service are court-ordered payments and state and federal tax payments.
Electronic billing lets you receive electronic bills (e-bills) online through Web Bill Pay. Some payees are able to send e-bills to their customers. If you add a payee that is e-bill-capable, you have the opportunity to request e-bills from the payee.
Once your request has been authorized, you’ll receive an e-bill from the payee within a month or so, depending on the payee’s billing cycle. You can pay the e-bill directly, and you can continue to make single payments to the payee whenever needed.
Q: Is an e-bill the same as a mailed bill statement or invoice?
A: An e-bill is a statement or invoice in an electronic format. E-bills typically contain the same information as your mailed bills.
Q: How do I receive e-bills?
A: You can receive e-bills from payees that are e-bill-capable. Once you request e-bills from a payee and the request is processed, you should receive a message in Messages stating that your e-bill service has been activated. E-bill service requests are usually processed within two weeks. New e-bills appear on the E-bills page as either paid or unpaid.
Q: How long does it take to receive e-bills from a payee?
A: It may take up to two weeks for the payee to process your request for e-bills. Once your request has been accepted, it may take a month or more, depending on the payee’s billing cycle, before you begin receiving bills electronically.
Q: How do I know when I receive a new e-bill?
A: The Unpaid E-bills page lists your new e-bills. A notice also appears on the Home page to let you know when new e-bills arrive.
If you are waiting for an e-bill service request to be processed, check Messages periodically for a message stating that your e-bill service has been activated for the payee. When you receive the first e-bill depends on the payee’s billing cycle.
Q: Will I still receive a paper copy of the bill through U.S. mail?
A: It depends on the payee. Some payees stop sending a paper bill and only send an e-bill to your Web Bill Pay account. Other payees continue to send paper bills through U.S. mail in addition to an e-bill to your Web Bill Pay account.
Q: Can I store or view paid e-bills?
A: You can view paid e-bills by going to E-bills and then clicking Paid E-bills. You can always use your browser’s print feature to print the bill if you want to keep long-term records. You can also view an e-bill for which you have a scheduled or canceled payment. However, you cannot view deleted e-bills.
Q: How do I pay e-bills?
A: You can pay one or more e-bills from the Unpaid E-bills page. For more information on paying e-bills, go to the help on the E-bills page. As with all Web Bill Pay payments, you control the payment amount and payment date.
Q: Can I pay e-bills outside of Web Bill Pay?
A: Yes, you can pay an e-bill by some other way (by check, for example). If you pay the e-bill by some other method, you can delete the unpaid e-bill from the Unpaid E-bill page. Once you delete the e-bill, you cannot view the bill or bill statement again through Web Bill Pay. Unpaid e-bills are never deleted automatically by Web Bill Pay. You can also print a copy of the e-bill for your long-term records using your browser’s print feature.
Q: Can I make more than one e-bill payment at the same time (can I combine payments going to the same payee)?
A: No, for the e-bill payment to work properly, you must pay each e-bill individually.
Q: Can I pay someone else’s e-bills?
A: No, the bill must be in your name or your spouse’s name.
Payees and E-Bills
Q: How do I request e-bills from one of my payees?
A: If a payee in your payee list can send e-bills, the Sign Up link appears in the E-bills column on the Payee Setup – Payee List page. Click this link to request e-bills. Remember, the payee may take a couple of weeks to process your request.
If you want to find out if a payee not in your list can send e-bills, try adding the payee. When you add a payee that is e-bill-capable, Web Bill Pay will automatically ask you if you want to receive e-bills. You can also click a link on the Add Payee page to view a list of all payees that can send e-bills. The symbol next to a payee’s name indicates you can request e-bills from the payee.
Tip: Web Bill Pay is always updating the list of payees that can send e-bills! If you added a payee that cannot send e-bills and later you notice that the payee can send e-bills, just click the Sign Up link next to the payee name in your payee list.
Q: What if my request for e-bills is rejected?
A: If your request for e-bills is rejected, you have a couple of options, which are listed below:
- You can try to request e-bills again and make sure to enter your information (especially your account number) completely and accurately.
- You can contact the payee to see if they can help you understand why they cannot send you e-bills. For example, some payees cannot send e-bills to customers in certain areas of the country.
Q: What happens if I delete a payee who sends me e-bills?
A: When you delete a payee who sends you e-bills, Web Bill Pay automatically removes the payee from your payee list, sends a message to the payee and asks them to stop sending e-bills. You can no longer pay any unpaid e-bills listed in the Unpaid E-bills page for the deleted payee, so you may want to pay unpaid e-bills before deleting the payee.
It is also possible, due to the payee’s billing cycle, that you may receive an e-bill after you have deleted the payee. If you receive an e-bill after you have deleted the payee, you can add the payee again (without requesting e-bills) and make the payment from the Make Payments page, or you can pay the bill through U.S. mail.
Q: How can I stop receiving e-bills from a payee?
A: To stop receiving e-bills from a payee, go to Payee Setup, and then click View/Change next to the payee. Select Click here to discontinue e-bill service. The payee is notified to stop sending e-bills. However, you may receive an e-bill after canceling e-bill service due to the payee’s billing cycle. Make a payment to the payee from the Make Payments page to cover the e-bill or make the payment by some other means.
Q: I chose to stop receiving paper bills from a payee and now I want to start getting my bills mailed to me again. How do I do that?
A: If you are currently receiving e-bills, and no corresponding paper bill, from a payee, you can start receiving paper bills again by canceling e-bill service for that payee.
Q: I want to stop being prompted to only receive e-bills and not receive paper bills every time I pay an e-bill. How do I do that?
A: There are two ways to stop seeing the prompts to only receive e-bills and not receive paper bills. Do one of the following:
- When you are in the process of paying an e-bill, you can answer Yes to the questions to stop receiving paper bills.
- You can change the settings for the payee. Go to Payee Setup, select the name of the payee you want to change, and look in the Stop Receiving Paper Bills section for the available options.
Note: Some payees automatically stop sending you paper bills when you sign up for e-bills, so this prompt might not appear for every payee that you receive e-bills from.
Q: What happens if I choose to stop receiving paper bills?
A: When you choose to stop receiving paper bills from a payee and you agree to the payee’s Terms and Conditions for receiving e-bills, Web Bill Pay takes care of notifying the payee to stop sending you paper bills in the mail. It can sometimes take up to a month to stop receiving paper bills, depending on the payee’s billing cycle for your account.
Web Bill Pay will notify you electronically when you have an e-bill, either by sending you a message or displaying a message when you sign in to Web Bill Pay. Check the settings on the Payee Setup page to see if Web Bill Pay can also send you e-bill summaries by e-mail for this payee.
After you receive notification that you have a new e-bill, you can pay the e-bill through Web Bill Pay, which saves you time and money, and helps the environment by eliminating paper bills.
Q: The amount for an e-bill seems incorrect. What should I do?
A: If you have questions about an e-bill, please contact the payee directly. All information on the e-bill comes directly from the payee, the same as when they mail you a paper bill. Remember that you control the payment amount when you pay the e-bill.
If an e-bill amount is incorrect, make sure to contact the payee to avoid any late charges. Look on your last bill for the payee’s customer service phone number.
Q: My e-bill is late. What should I do?
A: If your normal billing cycle has passed and you still have not received your e-bill, contact your payee. Payees deliver e-bills much like they deliver your paper bills. Depending on billing cycles, the exact day you receive your bill each month may vary. Also remember that it can take over a month before you receive your first e-bill from a payee. Look on your last bill for the payee’s customer service phone number.
Payment Questions and Problems
Q: What do I do if the payee has not received or credited my payment?
A: Sometimes the payee may not credit your account immediately after receiving a payment. If the payment is not credited in a reasonable amount of time, take the following steps to resolve the problem:
- Wait five days after the scheduled payment date to see if the payee credits the payment to your account.
- If the payment is not applied to your account, call the payee’s customer service department to see if they received the payment and credited your account.
- When you call, gather the following information from the payee:
- The name of the person who assisted you with your payment question.
- The phone number you called to contact the payee.
- The date you called the payee to inquire about your payment.
- The amount of any late fees or finance charges assessed.
- If you have received a late fee but scheduled your payment on time, ask the payee if they will waive any late fees or finance charges.
- If the payment is not credited to your account or if the payee will not waive late fees, find the payment in Payment Activity. Click View in the Payment column to access the Payment Activity – View Payment page. Then click Inquire about this payment… to send us a message that includes the information you gathered from the payee.
Q: What do I do if I receive a late fee for a payment?
A: If you have received a late fee or finance charge for a late payment that you scheduled on time, follow these steps:
- Call the payee’s customer service department.
- When you call, gather the following information:
- The name of the person who assisted you with your payment question.
- The phone number you called to contact the payee.
- The date you called the payee to inquire about the late fees.
- The amount of any late fees or finance charges assessed.
- Ask the payee to waive any fees or finance charges.
- If the payee will not waive the fees or charges, find the payment in Payment Activity. Click View in the Payment column to access the Payment Activity – View Payment page. Then click Inquire about this payment… to send us a message that includes the information you gathered from the payee.
Q: How can I confirm that a payment has been made?
A: After the payment date, check Payment Activity to see if the status of the payment is Processed. If the status is Processed, then the payment has been sent to the payee. You can also check to see if the funds have been withdrawn from your payment account. For example, check your next statement for the withdrawal. Or you can call the payee to see if they received and credited the payment. Sometimes it may take the payee a few days to credit your account.
Q: How do I cancel a payment?
A: You can cancel a payment while its status is Scheduled. Once a payment’s status is In Process or Processed, you can no longer cancel or change the payment. You can cancel payments from the Payment Activity page.
Q: What do I do if a payment failed?
A: Failed is a status that appears in Payment Activity if a payee returns one of your bill payments to us. The payee may have returned the payment because the information you provided when you added or updated the payee in your payee list wasn’t sufficient for the payee to credit your account. You may consider making the payment by other means if it is close to the bill’s actual due date.
If you have a failed payment, please take the following steps. These steps ensure that your payment information is attached to your message.
- Go to Payment Activity and find the failed payment.
- Click Inquire. The Payment Activity – Payment Inquiry page opens. Use this page to tell us more about the problem with the payment.
- Complete all of the boxes.
- Click Send. Your message is sent.
- Click Close. The Payment Activity page opens.
- Check Messages in three to four business days for a reply.
- If you are concerned about meeting the payment’s actual due date, send the payment by check in the meantime.
Q: How do I change a payment?
A: If a payment status is still Scheduled, you can make changes to the payment. Go to Payment Activity and click View/Change next to the payment that you need to change. Make changes to the amount or the payment date, as necessary.
Note: After a payment has started processing, you can no longer make changes to it. A payment has started processing if the payment status is anything other than Scheduled (for instance, In Process or Processed). If you overpaid the amount, contact the payee to request a refund or a credit toward your next payment.
Q: How do I know what the status of my payment is?
A: Look for the payment in Payment Activity. The following describes the statuses:
- Scheduled indicates that the payment is scheduled to be made.
- In Process indicates that the payment is now being processed and cannot be changed or canceled. Payments can start processing two to four days before the scheduled due date. Depending on the way the payment is processed, this status may not appear on the Payment Activity page.
- Processed indicates that the payment date has arrived. Normally, the payee receives the payment on the due date. Keep in mind that the payee may take a few days to credit your account.
- Canceled indicates that you canceled the scheduled payment.
- Failed indicates that the payment was returned to us either because there was a problem when Web Bill Pay tried to withdraw the payment from your payment account or because the account information sent with your payment was not enough for us to credit your account. This status can also occur when the payment account associated with the payment has been closed.
Payment Process Questions
Q: How does a payee receive my money?
A: Web Bill Pay determines if the payment will be made electronically or by check, based on whether the payee accepts electronic payments and other guidelines. For example, some payees, such as individuals, cannot receive electronic payments, so a check is printed and sent to the payee. Whether a payment is made electronically or by check, the payment is processed to reach the payee on time.
Q: What is printed on the paper checks you send?
A: The paper checks display the same information that you complete on the Make Payments page. This information includes:
- Your name
- Payee name
- Payee account number
- Payment amount
- Payment date
Note: In some cases, the paper checks are drawn against your payment account. When this is the case, your payment account number will also appear on the check.
Q: When does a payee receive my payment?
A: The payee should receive the payment on the due date. It may take the payee a little longer to credit the payment to your account.
Q: When is the money for the payment drawn from my payment account?
A: If the payment is sent electronically, the funds for the payment clear your account on the due date. Otherwise, funds clear your account when the payee deposits or cashes the check. Keep in mind, however, that you should always have funds available to cover the payment on the scheduled payment date.
Q: Can I make payments from more than one payment account?
A: Yes, you can make payments from more than one payment account. The account number you select when making a payment is the account your payments are withdrawn from.
Q: Can I make international payments?
A: No, you cannot send a payment to a foreign address.
Q: How far in advance of the due date should I schedule my payments?
A: When making a payment, the first available payment date allowed by Web Bill Pay is four business days from today. The payment date is the date that the payment is due. For example, if you have a bill due on the 15th of the month, go to Make Payments on the 11th of the month or earlier if the time period includes any weekends or holidays. This will allow you to schedule the payment date for the 15th. If you wait until after the 11th to schedule the payment, the payment date will have to be set later than the 15th and the bill payment may be late.
Scheduling pay dates sufficiently in advance of the due date on the bill allows enough time for the payee to receive the payment and credit it to your account.
Note: Whether the payment is electronic or sent by mail, payees may not always credit your account on the same day that they receive the payment. Allow for extra time in this situation so the payment is not considered late, or contact the payee.
Q: What is the earliest payment date I can schedule for a payment?
A: You can schedule payment dates four business days from today or later. The earliest possible payment date is indicated on the E-bills and Make Payments pages. If you try to schedule a payment earlier, you are asked to reschedule the payment date at least four business days from the current date.
Q: Why do you need four days to process a payment?
A: Four business days before a payment’s payment date, Web Bill Pay looks at your payment to determine how it should be processed. For example, Web Bill Pay needs to know if the payment is going to a payee that can accept electronic payments or if the payment should be sent as a check. After Web Bill Pay determines how to process the payment, you can no longer make changes to it; your changes could affect how Web Bill Pay would process the payment. The payee then receives the payment on the due date.
Q: What do I do with the part of the mailed bill statement that I used to mail back with my payment?
A: You don’t need to do anything with your bill statement-payees do not need that portion of your statement. All of the information you provide when adding payees and scheduling payments is sufficient for the payee. If you like, you can keep the statement for your own records.
Q: How do payments show up on my payment account statement?
A: When you receive your payment account statement, the payments made through Web Bill Pay usually appear as electronic withdrawals (similar to ATM withdrawals) even if Web Bill Pay sends a paper check to the payee.
Note: In some cases the paper checks are drawn against your payment account. When this is the case, the payments will appear on your payment account statement just like your other checks.
Q: Are repeating payments scheduled automatically?
A: Yes, payments are automatically scheduled based on the information you enter on the Make Payments – Repeating Payments page.
Q: Can I pay e-bills automatically?
A: Auto-Pay is an optional feature available for many payees that can send e-bills. If Auto-Pay is available, you can set it up when you add an e-bill-capable payee and sign-up for e-bills. If available, you can also add Auto-Pay later by changing the payee information from the Payee Setup – Payee List page.
Q: What is a payee?
A: A payee is any company, service, or individual you make payments to. Payees can be anyone who bills you, such as your phone company or credit card, or individuals, such as your landlord or newspaper carrier.
Q: Who can I pay using my bill payment service?
A: You can pay anyone in the United States that you would normally pay by check or automated debit, with the following exceptions:
- State and federal tax payments
- Court-ordered payments
Q: Do I need to contact the payees I decide to pay with Web Bill Pay?
A: No, you do not need to contact your payees if you use this service. Web Bill Pay sends each of your payments with your payee account number and payee information, so the payees are able to credit your account appropriately.
Q: Can I add the same payee to my payee list more than once?
A: Yes, you can add the same payee to your payee list more than once. You can add multiple payee accounts for the same payee as long as you have different payee account numbers. For example, if your phone company provides your home phone service and your cellular phone service, you can add the company as a payee twice by entering a different account number each time.
Q: How do I find out if my payee sends e-bills?
A: You can easily find out if your payee sends e-bills while you are adding the payee or after you have added a payee.
- When you add a payee that is e-bill-capable, Web Bill Pay will automatically ask you if you want to receive e-bills. You can also click a link on the Payee Setup – Add Payee page to view a list of all payees that can send e-bills.
- If a payee you have added to your payee list can send e-bills, the Sign Up link appears in the E-bills column on the Payee Setup – Payee List page. Click this link to request e-bills.
Remember, the payee may take a couple of weeks to process your request to receive e-bills.
Q: What is Auto-Pay?
A: Auto-Pay is an optional feature available for many payees that can send e-bills. If Auto-Pay is available for an e-bill-capable payee, you have the option to select it. Auto-Pay automatically pays e-bills by scheduling the payment date in time for the payee to receive the payment by the e-bill’s due date. Auto-Pay pays the e-bill’s minimum amount due. When you set up Auto-Pay, you can select to automatically pay the e-bill regardless of the payment amount, or you can select to set a limit on the amount automatically paid. Please note that entering an amount in the “Only pay the minimum amount due for ebills if it is less than this amount” field means that the ebills minimum amount due – not the amount you enter – will be paid if the minimum amount due is less than the amount you enter.
Q: Why can’t I use Auto-Pay to pay all payees?
A: A payee must be able to send e-bills through this service and also have a system capable of receiving automatic payments. Web Bill Pay offers Auto-Pay for all payees who meet these requirements.
Q: How do I turn on Auto-Pay?
A: If Auto-Pay is available, you can set up Auto-Pay when you add a payee, or you can add it later by changing payee information from the Payee Setup – Payee List page.
Q: What happens if the amount due for an e-bill exceeds the maximum amount automatically paid?
A: If the minimum amount due for an e-bill exceeds the maximum amount set for Auto-Pay, Web Bill Pay does not automatically schedule the payment. You receive a message letting you know that the e-bill’s minimum amount due exceeds the maximum amount automatically paid. Make the payment through the Make Payments – Single Payments or Make Payments – Multiple Payments page or by some other means. If you think that the amount due is incorrect, contact the payee.
Q: How do I change the maximum amount automatically paid for an Auto-Pay payment?
A: Go to Payee Setup, and then click View/Change next to the payee. In the Auto-Pay section, type a new amount in the Only pay e-bills for less than this amount box. Your changes are effective immediately.
Q: Why was my e-bill paid late?
A: If a payee sends an e-bill late and the actual due date is before the earliest available payment date (remember Web Bill Pay needs a few days to process payments), Auto-Pay schedules the payment for the earliest possible payment date. Please contact your payee if an e-bill arrives late and you are charged a late fee.
Financial Software Downloads
Q: How do I download my payment activity for use in programs like Quicken or Money?
A: You can export information about your payment transactions into either a QIF (Quicken Interchange Format) file for Quicken® or an Active Statement file for Microsoft® Money. Keep the following in mind when creating import files:
- You cannot generate an import file for all of your payment accounts at the same time. (If you have more than one payment account set up, select one account in the Payment Account Search section and click Search to display the payments for that account.)
- Only information about scheduled, in process, and processed payments is exported.
- You can generate an import file for:
- Quicken versions ’99 or newer or an import file for 98 or older versions.
- Money versions ’99 or newer or an import file for older versions.
Go to Payment Activity, and select one payment account from the Payment Account listing in the Payment Activity Search section. (Note: If you leave the default search criteria as All Accounts, an error message appears telling you to select one payment account from which to create the file.) Click Search and the Payment Activity page updates to show only those payments associated with the selected account. At the bottom of the page in the Financial Software Export section, select your Quicken or Money software version from the list. Click Export and the File Download dialog box opens. Select Save this file to disk and click OK. Your browser opens a Save As dialog box that lets you specify the name of the file and the location where you want to save it. Select the location where the file should be saved, and click Save or the equivalent button. The file is saved on your computer.
Tip For more information on how to import the file into your version of Quicken or Money, reference the help for your finance software.
Remember to consider our Internet Security and Fraud Prevention tips when using any of T Bank’s online banking services.
Q: What are some things to consider in order to better use ATMs safely?
- Use ATMs with surveillance cameras. T Bank ATMs and those of other financial institutions may be monitored by surveillance cameras, which record activity in the area of the ATM.
- Be aware of people and your surroundings. When you enter or exit an ATM in an enclosed area, be sure you close the entry door completely. Do not open locked ATM vestibule doors for others, or allow any unknown persons to enter the ATM area while you are making your transaction. Authorized customers should have their own access.
- Put away your card and cash. After completing your transaction, secure your card and cash immediately, before exiting the ATM area. Count your cash later, in the safety of your locked car or home. Your ATM card is like cash, so keep it in a safe place.
- Protect your privacy. Shield the ATM keypad with your hand or body while entering your PIN.
Debit Card FAQs
Q: How does T Bank protect against card fraud and what are some things to consider in order to better use my debit card safely?
A: Our debit card fraud analysis offers a complete review of unusual authorizations, address changes, and payments to secure your accounts against fraudulent activity. T Bank takes steps to defend you against theft, loss or unauthorized use of your debit card, even if you use your card online.
The following are some tips for making your T Bank debit card usage as secure as possible. If you suspect that you’re the victim of fraud, you should report it immediately.
- Sign immediately. Sign the signature panel on your credit cards and Debit Cards as soon as you receive them.
- Shut off paper statements. Choose instead to view your statements online, rather than receive them by mail.
- Check your receipts. Check receipts against your online monthly billing or account statements to verify all of your transactions. Report any unauthorized transactions immediately. Once you have reconciled your billing statements, shred up all receipts and discard them at home.
- Check your statements and watch your charges. View your statements to verify that they properly reflect the amounts you have authorized. Also, watch for multiple charges.
- Keep a list of all your card account numbers, as well as of telephone numbers to call if your cards are ever lost or stolen. Make sure they’re in a separate, secure place.
- Be cautious when giving out your card number. Never provide account information to anyone who called you.
To report a Lost/Stolen Debit Card
1-800-500-1044 – 24 hours; 7 days a week
Internet Security and Fraud Prevention
Q: What are some basic security techniques that are available online, which I need to take advantage of to help better protect my Internet banking account?
A: The Internet banking service has several effective security techniques that we encourage you to implement when you use the Internet banking service:
- Never reveal your password to anyone or leave your password anywhere that someone else can obtain and use it.
- Change your password on a regular basis.
- Use the Exit button to end each Internet banking session. Do not use the Back button to exit the site.
- Change your session timeout in User Options to a time that meets your needs.
- Balance your account on a regular basis. Internet Banking makes it easy!
Fraud and Identity Theft Prevention
Q: What secure technology does T Bank use to protect me?
A: Our fraud prevention and security systems protect you with latest encryption technology and secured email communication.
Q: What are some ways that to help prevent fraud on my accounts?
Safeguard your Social Security number
- Never provide your Social Security number unless you have initiated the contact and have confirmed the business or person’s identity.
- Do not use your full or partial Social Security number as a login ID, Personal Identification Number (PIN) or a password.
- If you must provide your Social Security number in an email or on a Website ensure that it is encrypted, and you know how the recipient will protect it.
- Do not record your Social Security number on a check, traveler’s check, gift certificates, etc., unless required by law.
- Don’t carry your Social Security card and be cautious of your surroundings when disclosing your Social Security number.
- Reduce the amount of mail and paper with your personal information printed on it to reduce the chance of criminals stealing it.
- Stop receiving paper account statements and canceled checks. View and download them online instead.
- Sign up for direct deposit to have your funds put directly in your account without paper checks.
Secure your computer
- Anti-spyware and anti-virus protection detects and removes viruses and spyware, which can steal vital information
- A firewall prevents unauthorized users from gaining access to a computer, or monitoring transfers of information to and from the computer
- Operating system and software updates, sometimes called “patches” or “service packs,” should be installed as soon as possible
- Web browser updates are deployed with your security in mind so keep them current
Q: What are some of the types of online fraud to watch out for?
Phishing and spoofing
Sometimes criminals may send you email that looks like it has come from T Bank or another financial institution. These phony emails ask you to go to a web site that also looks like T Bank or the other institution and provide your personal account information. These emails may even ask you to call a phone number and provide account information. But the web site is a fake.
- Asking for personal information should raise a flag since T Bank emails will never ask you to reply in an email with any personal information, such as your Social Security number, ATM or Debit Card PIN.
- Urgent appeals claim that your account may be closed if you fail to confirm, verify or authenticate your personal information. T Bank will not ask you to verify information in this way.
- Messages about system and security updates claim that the bank needs to confirm important information due to upgrades and state that you must update your information online. T Bank will not ask you to verify information in this way.
- Offers that sound too good to be true often are. You may be asked to fill out a short customer service survey in exchange for money being credited to your account, and you are then asked to provide your account number for proper routing of the supposed credit. T Bank will not request your information in this way.
- Typos and other errors are often the mark of fraudulent emails or websites. Be on the lookout for typos or grammatical errors, awkward writing and poor visual design.
To protect against phishing and spoofing:
- Always look for the ‘https://’ and the lock symbol in the browser when you sign in to Online Banking.
- Make sure you are at T Bank’s web site when you sign in to Online Banking.
- If you receive a suspicious email, do not click on any links or reply to it. Simply delete it.
- To report a suspicious email that uses T Bank’s name, you can forward it to firstname.lastname@example.org.
Money mules are unsuspecting victims who become middlemen for criminals trying to launder stolen funds. Victims are lured by the promise of a new career opportunity making large sums of money for minimal work. Criminals recruit money mules, send them stolen money and then ask the money mules to wire or transfer the money unwittingly to the criminals. Using the money mule masks the criminal’s identity.
The money mule may keep a commission for performing the transfer or wire. The victims of these scams may not only have their bank accounts closed and financial reputation ruined, but are often left financially responsible for returning the stolen funds.
Common signs of a money mule scam:
- Overseas companies requesting money transfer agents in the US
- Opening new bank accounts to receive money from someone you don’t know
- Accepting large sums of money into your personal bank account for a new job
- Transferring or wiring funds out of your personal bank account to people you do not know
Malware, short for “malicious software,” includes viruses, spyware and trojans that are designed to infiltrate or damage a computer system. Malware is often used to steal personal information and commit fraud. There are several easy ways to minimize the risk of malware:
- Downloads from file sharing and social networking sites can be distributions points for malware
- Attachments and free software from unknown sources shouldn’t be opened or installed
- Pop-up advertisements asking for personal or financial information are likely fraudulent, so it’s better to close them
- Updated security and system software can protect your computer from malware threats
Vishing uses Voice over Internet Protocol (VoIP) to call, leaving an automated recording. It alerts the consumer that their account has experienced unusual activity. The message instructs the consumer to call the same phone number shown in the spoofed caller ID with the same name as the financial company they are pretending to represent. And sometimes, criminals who try to get consumers to turn over personal data send emails and text messages containing fraudulent phone numbers.
Rather than provide any information, you should contact T Bank at the customer service number you normally use to verify the validity of the message.
Q: What are some types of mobile banking fraud and how can I better protect myself when banking from a mobile device?
Fake Mobile Banking Apps
Criminals may develop and publish fake mobile banking applications attempting to steal your Online Banking credentials. Here are tips for recognizing an unofficial T Bank application:
- The developer or author of the application is not T Bank
- The application is being promoted on a third party site, somewhere other than the official application store for your mobile device
- There is a charge for downloading the application—T Bank does not currently charge for mobile application downloads
- To help protect your accounts and information, don’t download or install a T Bank Mobile Banking App if you spot any of these warning signs.
SMShing is phishing that happens via SMS text message. A criminal sends a text messages tricking you into replying with financial or personal information or clicking on links that will sneak viruses onto your mobile device. To guard against these scams:
Don’t respond to a text message that requests personal or financial information. T Bank will never ask you to respond in this way.
Verify the phone numbers that appear in a text message. Store T Bank phone numbers in your mobile contacts for a quick cross-check. Or, you can go to the Contact Us page.
Mobile phones and tablets offer convenience, but they’re also easy to lose or steal, which can put your information at risk.
- Password-protect your device so it can’t be accessed unless the password is entered
- Enable an automatic screen-locking mechanism to lock the device when it’s not actively being used
- Consider using a remote wipe program, this will give you the ability to send a command to your device that will delete any data
- Keep a record of the device’s make, model and serial number in case it’s stolen
- The T Bank Mobile Banking Apps still require you to enter your Online ID and Passcode before accessing your financial information.
Traditional online threats
Viruses, malware and other programs that steal your personal information or financial details are also able to infect some mobile devices.
- Some tablets may support traditional anti-virus products. Consider installing AV if supported on your device
- Back-up the device’s data. This will allow you to restore the data if you need to wipe the memory to remove a harmful software threat
- Stay vigilant about security when taking advantage of the convenience these devices offer.