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| Frequently Asked Questions |
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Q:
Do I need to apply for Online Banking? Q:
What kinds of things can I do in Online Banking? Q:
How does the Online Banking transaction information work for my account? Q:
What does it mean when there is a “balance adjustment” under the Balance
Detail on my account? Q:
Can I transfer money to someone else’s account in Online Banking? Q:
How can I view my account and my spouse’s account under the same Online Banking
log in? Q:
How can I get a copy of one of my cancelled share drafts? Q:
How can I get a copy of my statement? Q:
Why can’t I view all of my accounts in Online Banking? Q:
Can I make my mortgage payment through Online Banking? Q:
When is the computer system down for nightly processing? Q:
I would like to learn more about how to use Online Banking.
What’s the best way to learn? Q:
How does bill pay work? What does it cost? Q:
Why does my bill pay item say that it is unposted on my account today? Q:
What date should I enter in the “Payment Date” field when paying a bill? Q:
How many days in advance must I schedule a bill payment prior to the due date? Q:
Can
I schedule a Bill Pay today to go out today? Q:
What
is the time frame I can make edits to a scheduled Bill Payment? Q:
Does
the new system send “Variable Recurring Bill Payment” reminders? Q:
Can
I pay more than one payment/payee/day? Q:
Does
the Bill Pay service offer a Late Fee Guarantee? Q:
Does
the system offer E-Bills/Electronic Bill Presentment with email notification? Q:
Can I type in a “memo” note on a bill payment? Q:
Is
the Bill Pay system a “Pay Anyone” service? Q:
If
I did not print their Bill Pay history, prior to the conversion, can my history
be recovered? Q:
Can
I have a (NSF) charge for an online Bill Payment? Q:
Who
is responsible for payment debiting on my account? Q:
What is the first screen presented to me when I click on the “Payments” tab? Q:
In
the old system, I could schedule a bill payment for today, why do I now have to
wait 4 business days before I can pay a bill? Q:
Where
can I find a list of my pending payments? Q:
What
additional features are now available with the new enhanced bill payment
product?
Q:
How does the debit card work? Q:
What information do I need for direct deposit to my account? Q:
Why did I get charged an overdraft fee when I had a deposit on the same day? Q:
What’s the difference in making a deposit in the ATM vs. a deposit in the
night deposit? Q:
Where can I find an ATM location affiliated with Old Hickory Credit Union? Accessing
Online Banking: Q:
When I click the Online Banking link nothing happens, but I am able to click on
other portions of the website. Why? Our
Online Banking links are set to open in a new window separate from the window that
you are viewing our main page from. If you are running a program that
blocks pop-up windows, it may be closing the window that opens up to display
Online Banking. You can either configure your pop-up blocker to allow
pop-ups from our web site, or you can access our Online Banking web site directly
at: https://secure.fundsxpress.com/piles/fxweb.pile/login?iid=OHCUOHTN Once
you get our Online Banking page to come up, you may want to add it to your
Favorites (or Bookmarks) so you'll have easy access to it for the next visit. Q: I get a 'The page cannot be
displayed' message when I click on the Online Banking link. Or I get as far as the
login page for Online Banking, but I get an 'encryption' error when I try to log
in. How can I solve this problem? If
you click the Online Banking link and a new browser window opens up but displays
the message 'The page cannot be displayed', you may need to update your browser
encryption. Follow the instructions below relevant to your web browser. If
you are getting an 'encryption' error message when you attempt to log into Home
Banking, then you need to update your web browser with a high encryption update.
Some users may have been able to log into Online Banking in the past with 40-bit
encryption, but this is no longer the case. Online Banking now requires
128-bit encryption which has become an Internet standard. Upgrading to
128-bit encryption is free, and for most users will only require a small
download. For
Internet Explorer users: All
versions of Windows (except Windows 2000) go to: Windows
2000 users go to: For
Netscape users: For Netscape 6 and higher you can download the SmartUpdate
Plugin which will allow you to update the browser to 128 bit without installing
a whole new browser. Go here for more information: Q: Why do I receive a 'Security
Alert' message about security certificates when accessing the Online Banking page? A
security certificate (or digital certificate) is the electronic equivalent of
passport -- it verifies that a web server is who it claims to be. Security
certificates are issued by an entity known as a certificate authority. The
certificate authority's role is to act as a trusted clearinghouse that can
verify the authenticity of a certificate. When an Internet user attempts
to send confidential information to a web server, the user's browser will access
the server's security certificate, verify it with the certificate authority,
then use it to establish a secure connection. ·
Why does the Security Alert box pop up each time I try to access Home
Banking? The
security certificate was created to communicate authenticity of security to your
web browser. Once you install the certificate as a Trusted Certificate Authority
this message is no longer displayed. ·
Why does the Security Alert say, "not trusted"? By
default the browser assumes nothing can be trusted. It is up to the user to
accept the security provided by the certificate authority. ·
How do I install the certificate as a Trusted Certificate Authority? You can install the certificate in your local certificate store, which tells Internet Explorer that you now trust the company that issued the certificate. Here are the steps necessary to install the certificate to your local certificate store:
Using Online Banking: Q: Do I need to apply for Home
Banking?
Q: What kinds of things can I do
in Online Banking? ·
See account
balances ·
See transaction
history ·
Download
transaction history into your home computer ·
View and/or print
a copy of your most recent statement ·
Make transfers
within your account, or to other accounts is access is allowed ·
Pay bills online
(there is a charge for bill pay) ·
See history of
bills paid online ·
View and/or print
free copies of cleared drafts ·
Purchase savings
bonds ·
Request a stop
payment on a draft ·
Submit a change of
address ·
Add or delete
access to different shares or loans in your account ·
Request copies of
documents ·
Connect to the
link to reorder share drafts online ·
Send a secure
email to OHCU ·
Add nicknames to
your shares and loans (only viewable in Online Banking) ·
Update your email
address in Online Banking ·
Manage your Home
Banking account in what screen opens first, list sorting and color scheme Q: How does the Online Banking
transaction information work for my account? Then when you
want the most recent information on your account, you click on Update History,
and you then see what transactions have been added to your account since the
last batch file update. This is the
real time portion of the history. If
you need to know more about a particular transaction on that day, please call us
and we’ll help you with it. If you have
asked for an update of real time information, then the next day when the batch
files are loaded, the system has to remove the real time, information that you
got, and replace it with the information from the batch files.
If you happen to access your account during that time, it may look
confusing. Just try again later, and
it should look better. If it
doesn’t look better by afternoon, just give us a call. Q: What is the difference
between the Xpress balance column, and the ledger balance column in the
transaction history? The Xpress
balance column is a calculated balance. This
is not necessarily the running balance that our core system shows for your
account. This might mean that
the Xpress balance makes it look like your account is negative.
Before you worry unnecessarily, please call us to check on this.
This problem only happens in the real time portion. The ledger
balance is the balance the credit union reports on your account once a day.
If you want the most up to date balance we have, click on the Update
Balance button, and if our system is up, as it is 99% of the time, you will get
the real time balance Q: What does it mean when there
is a “balance adjustment” under the Balance Detail on my account? There could
be a couple of reasons for these adjustments: ·
These are usually
debit card purchases that have been authorized to come from your account, but
that have not posted to your account yet. This is where your debit card was used
by signing your name instead of keying in your pin number (used as credit
instead of debit). ·
They could also be
funds being held from personal check deposits. A balance adjustment is usually
money that is on hold for some reason. Right now,
Online Banking cannot give you the details of what those holds are, but if you
call our service center at 615-847-4043 x 7166, we can try to help you with
that. If you look at your recent
debit card purchase receipts, or teller receipts if you’ve recently made a
personal check deposit, you may be able to recognize the amounts that are still
holding. Q: Can I transfer money to
someone else’s account in Online Banking? Yes in
certain circumstances: ·
If you are joint
owner on the person’s account you wish to transfer to, we can set up their
account under your Online Banking log-in. We
can restrict your privilege to be able to transfer to only, not view or withdraw
from, or you can have full privileges on the account, as you both agree. ·
If you have bill
pay, you can create a payment to anyone. It
will take 3-7 days for that payment to be received by the other person. Q: How can I view my account and
my spouse’s account under the same Online Banking log in? We
have a special form to complete to allow multiple accounts under the same log
in. You must be joint owners of each
other’s accounts, and each of you must sign the request; otherwise the
multiple access will not be approved. Download
this form here;
complete it and mail back or bring to nearest branch.
It may take a couple of business days to set up the access. Q: How can I get a copy
of one of my cancelled share drafts? Images of your
share drafts that were processed by the Federal Reserve are available to you free
of charge through a link to our share draft processor on the next
business day after the draft posts to your account. The first day
that it is posted to your account, the transaction is shown in Online Banking, but
on the next business day after posting, the transaction becomes a link to the
check image. You will not be able to
view the image until the processor has all the images loaded for the day.
The processor says images are available for about 45 days after the
clearing date, although they are sometimes available longer than that.
If you need an image of a check, and you can’t retrieve it through Home
Banking, we can retrieve it for you for a charge. See our most current fee
schedule for the price, but in October 2004 the price was $4 per item. If you think
you might need a copy of a draft at some point, you may want to print the image
or save a copy of the image to a file, while it is available during the 45 days
free time. Examples of drafts you
might want to keep copies of are tax payments, loan payoffs, child support
payments, collection item payments, etc. You
can print or save copies of ALL your images if you want to – it’s all free
while they are available. Most all of
your drafts should be available to you through Online Banking, except in the
following circumstances: if the
draft was cashed at an Old Hickory Credit Union branch, or if the draft was
presented by the merchant as an ACH item, or some other unusual circumstance
such as mutilation of the item. Q: How can I get a copy
of my statement? Your monthly
or quarterly credit union statement is available to you in Online Banking.
Look at the Account Summary screen, and in the section where your saving
account is shown, there is a link that says Statement.
This is your entire statement that you receive by mail from us, not just
your savings statement. Eventually
we will store up to 2 years’ worth of statements available to you.
Retrieval of your statement through Online Banking is free to you. Q: Why can’t I view all
of my accounts in Online Banking? Our Home
Banking system is a separate system from our core system, which is where your
account is really stored and managed. All
of your accounts have to be set up in the Online Banking system in order for you
to view them. Sometimes, when you
have added new accounts, like a new savings account or a new loan, we don’t
always go into Online Banking and give you access for the new account.
Not all of our members use Online Banking, so we don’t add access to
every new service we give you. All
you have to do is ask, either at the time the new service is added, or later
when you think of it, and we’ll give you access to whatever you need or want
to see. You can call us, ask us when
you’re in a branch, or request the new service through the User Services menu
in Online Banking, under Manage Account, then Add/View Account Services.
Once we add the service in Online Banking, you will only be able to see
activity from that point forward. Prior
activity is not able to be shown, except in your statement. Q: When I look at my loan
account in Online Banking, it shows 3 amounts in the payment column.
What does that mean? The largest
amount is the amount of your full payment. The
other two amounts should add up to be the same as the largest amount.
One is the principal payment, and one is the interest payment.
Only the principal payment affects the balance shown in the ledger
balance column. Q: I tried to pay off my
loan using Online Banking, but it didn’t get completely paid off.
What happened Home
banking cannot tell you how much the payoff should be. Since our loans are
simple interest, the payoff amount changes every day.
The balance shown in Online Banking is for principal only.
If you want to completely pay off your loan, call us during regular
business hours for the payoff. We
can go ahead and transfer that payment for you if you wish. Q: Can I make my mortgage
payment through Online Banking? Yes, if…. a.
We have kept your mortgage in house and not sold the loan – if the mortgage
loan appears on your statement, then we have it b.
You make a full payment. c.
If you want to make principal only payments in Online Banking, you must be paid
ahead at least one month Q: Why don’t my paid
off loans or closed shares drop off of Online Banking?
I don’t want to see those any more Our
Online Banking system is a separate system from our core system, which is where
your account is really stored and managed. We
have to maintain it separately, and when you close shares or pay off loans, we
don’t really know if you want to continue to see them or not.
If you don’t want to view them any more, we can delete them completely
from your view forever (just ask us), or you can go to User Services, Manage
Account, Remove Online Account. If
you use this method, you are actually just hiding it from your view.
You could restore the view yourself later if you want to by going back to
User Services, Manage Account, Add/View Account Services.
If you hide it from yourself, you can retrieve it, but if we delete it,
it’s gone for good and we can’t get it back. Q: When is the computer
system down for nightly processing? Right now we
schedule our nightly processing for around Q: When I looked at my
account on Saturday, the system said the date was next Monday’s date.
Why is that? Our
system date is always a business day, so if you are looking at your account on
Saturday, we have already rolled our system date to the next business day
(usually Monday). You may post a
transaction like a transfer on Saturday, but in our system it will have an
effective date of Monday. If you
post a transfer transaction on Saturday, it does affect your account real time,
so it is immediately done, but the date says it was done on Monday. Q: I would like to learn
more about how to use Online Banking. What’s
the best way to learn? ·
There are yellow
help buttons throughout Online Banking that give information about everything that
Online Banking does. For example,
there are tips on creating secure Passcodes, how to reset your own Passcode,
etc. The help menus are sensitive to
what section of Online Banking you are in – for example, if you are in the
transfer menu, the help buttons there will give you help on transfers. ·
You can ask
questions through the secure message system found in Online Banking, and we will
answer your question in Online Banking on the next business day. ·
You can also call
us at 615-847-4043 x 7166 or 800-998-4043 x 7166 from
Q: How does bill pay
work? What does it cost? Sections
4 and 14-17 of the Internet Banking Agreement & Disclosure give full details
of bill pay. Bill pay is free if you pay 5 or more bills a month, but costs
$4.95 per month if 4 or fewer bills are paid. The first 60 days are free.
Q:
Why
does my bill pay item say that it is unposted on my account today? This
shows that you have scheduled for the bill to be paid today, so this is a
tentative posting of that item. It will actually be posted to your account
tonight. Q:
What date should I enter in the “Payment Date” field when paying a bill? Payments can now be scheduled for the “due date” of the
payment and your funds will not leave your account until that day. Payment
Date is the date the payee is scheduled to receive the payment. Q:
How many days in advance must I schedule a bill payment prior to the due date? For most
payees, payments must be scheduled 4 business days in advance, as of Generally, the system requires payments be scheduled at least
4 days before the payment (due) date. However,
some payments can be scheduled to be paid the next business day.
The dynamic payment calendar on the Pay Bills module will advise you of
the earliest available payment date for the payee. Q:
What is the time frame I can make edits to a scheduled Bill
Payment? You can edit the payment anytime prior to the 4 business days
( Q:
Does the new system send “Variable Recurring Bill
Payment” reminders? Yes, you can set up bill payment reminders in the Bill
Reminders module. These reminders
are sent to your email address, rather than as in session alerts. Q:
Can I pay more than one payment/payee/day? Yes. Q:
Does the Bill Pay service offer a Late Fee Guarantee? Yes, our Bill Pay provider CheckFree guarantees your bill
payment and will pay up to $50 of the late fee, granted you scheduled the
payment correctly, within specified timeframes with correct payee information. Q:
Does the system offer E-Bills/Electronic Bill Presentment
with email notification? Yes, with those payees that offer the service. Q:
Can I type in a “memo” note on a bill payment? The “memo” field will only be available for payments
issued by check and will be presented to you on the bill payment confirmation
page when scheduling the payment. You
may also insert a memo and their account number by separating the memo and
account number with a “/”. For
example: Acct#1234/boat payment by
editing Payee information in the “Manage My Bills” section. Q:
Is the Bill Pay system a “Pay Anyone” service? Yes; however, payments to tax entities are restricted.
International payments are also restricted. Q:
If I did not print their Bill Pay history, prior to the
conversion, can my history be recovered? Yes, past payment history can be located within the Internet
Banking account history, located under the “Accounts” tab and then under the
“History” tab. Q:
Can I have a (NSF) charge for an online Bill Payment? Since your account is not debited in advance of the payment
being issued to the payee, it is possible for the debit initiated for payment
settlement to incur an NSF fee if the account doesn’t have sufficient funds
and/or overdraft available to cover the payment amount. Q:
Who is responsible for payment debiting on my account? CheckFree generates either an ACH debit or laser draft
directly to you designated bill pay account. Q:
What is the first screen presented to me when I click on the “Payments” tab? You will
always be greeted with the Payment “hub” page.
This screen will present with a multiple payments module, as well as
display the pending payments, most recent payments paid, as well as any bill
reminders you have established. It will also notify you of any new Bill Pay
Messages. Q:
In the old system, I could schedule a bill payment for today,
why do I now have to wait 4 business days before I can pay a bill? In the new enhanced bill payment system, payments are
actually guaranteed to be received/delivered by/to the payee in a shorter amount
of time than our previous system. It
is important to understand that when a payment was scheduled in the old bill
payment system, your account was debited on the scheduled payment date but the
payment did not begin processing until the next business day.
Normally the payee did not receive the payment until 5-7 days after the
bill had been scheduled and your account had been debited.
In the new enhanced bill payment system, the scheduled date represents
the date that we guarantee the payee will receive the payment and your account
is scheduled to be debited on the due date of the payment.
Therefore by using the new enhanced bill payment system, you retain the
use of your money four additional business days ( Q:
Where can I find a list of my pending payments? Pending payments are displayed on the Q:
What additional features are now available with the new
enhanced bill payment product? Online E-bills from many major billers that notify you via
email when the bill arrives, as opposed to receiving them in the mail.
The E-bill can be viewed online and printed as needed.
The E-bill can be automatically scheduled to pay on the due date, by
utilizing the Auto-Pay feature.
OHCU General Questions: Q: How does the debit
card work? ·
Your debit card
can now be run either as debit or credit. Both
ways cause the funds to be deducted from your checking account.
The debit method works immediately, and the credit method puts a
preauthorization hold on your account, and deducts the funds when the merchant
presents the transaction. o
If you run it as
debit (and some merchants require it that way), you must key in your pin number
at the point of sale terminal. Your
transaction will post to your account immediately. This shows on your account as
a POS (point of sale) transaction. We
can mail your pin number to you, if you don’t know it. It’s the same pin
number that you use at the ATM. No
credit union employee can tell you what your pin number is, because for security
purposes, we don’t have access to it. o
If you run the
purchase as a credit, you sign the sales slip to authorize the purchase, and a
preauthorization hold is put on your account. Usually, but not always, a debit
amount is authorized (or approved by us to be allowed because you have the money
available at that time), and the item will post within 3-4 days, if the merchant
is timely in sending in their payment requests.
Usually they do send them in because they want to get their money, and
the transaction matches against the hold, the hold expires, and the transaction
is posted. A preauthorization hold
will expire in our system in 4 days from when it originated, if no matching
transaction is presented against it. This allows your money to be available
again. If your money is gone by the
time the transaction arrives to be paid, your account is charged a $25 fee if
the posting of the item takes your account negative.
We have to pay these items since we have authorized them to the merchant,
and we cannot stop payment on these items or return them.
This is why it’s very important to record all transactions in your
check register, so you don’t inadvertently withdraw funds that will be used
for previous purchases. ·
When purchasing
gas at the pump, most places hold $1 on your account for 5 minutes – that’s
how gas stations authorize your card. You
need to know how much your purchase was, and know that the purchase amount needs
to be available to clear in your account. The
amount of your gas purchase is not held in your account, so you must
deduct it from the balance in your check register to keep good record of your
account. ·
With the rising
cost of gas, we have seen some gas purchase holds on your account of $30 or even
$50. This amount is just held for 5
minutes, but if you didn’t have that much available in your account, you
wouldn’t be able to use your card at the pump, even if you were just going to
actually purchase $10. In that case,
you can probably pay inside the station, or get cash from an ATM to purchase gas
with. ·
Meal purchases can
also be held for a different amount than will actually post.
The server usually authorizes just your meal (although some authorize
with an anticipated gratuity), so your hold amount may not equal what will clear
if they only authorized the meal amount, and you added a tip to the bill. So you
need to be sure to record the actual amount of the payment in your check
register, and be sure the amount is available to clear in your account. Q: What information do I
need for direct deposit to my account? You need two
numbers: ·
The credit union
routing number is 264181448.
This is the number assigned to identify Old Hickory Credit Union in the
financial institution world. This
number is the first group of numbers at the bottom of your share draft check, on
the left side. ·
The second number
needed is the account number. For
direct deposits to your savings account, this could be your social
security number if you became a member before June 2003, or it could be your 5
digit account number if you became a member after June 2003. For direct deposits
to your checking account, it could be the 9 digit account number at the
bottom of your checks, that begins with 700 plus 6 more numbers, or it could be
a 13 digit account number in the bottom middle of your checks. Contact us
if you don’t know which numbers to use. Getting
these numbers right is very important – using the wrong number can cause a
delay in getting your funds to you.
ACH rules tell us we have to go by the account number only, so if the
account number is wrong, technically we should return the payment back to the
sender. Q: Why did I get charged
an overdraft fee when I had a deposit on the same day? Some
other financial institutions hold all their day’s work in a batch mode until
the end of the day and then post credits, then debits. Our system is a real time
system, which posts transactions in the order in which they come in.
If funds are not available when a payment is presented (check, ACH debit,
debit card posting, etc), you have a fee charged to you.
Even if you make a deposit 5 minutes later, the fee still stands.
Funds should be available in your account BEFORE you authorize a payment.
With the advent of Check 21, a new law taking effect October 28, payments
will clear even faster, virtually eliminating any float.
We highly recommend that you not spend any money that is not already
in your account. Q: What’s the
difference in making a deposit in the ATM vs. a deposit in the night deposit? Deposits made
in the ATM ·
give you a receipt
·
show as credited
to your account with up to $100 availability ·
almost all funds
from the deposit are NOT available to you for 2 business days, (even for cash
and payroll checks), giving us time
to balance the ATM and verify the deposits.
There is a sign on each ATM saying you will have delayed availability by
depositing through the ATM. Deposits made
in the night deposit ·
don’t give you a
receipt at the time of deposit ·
don’t show as
immediately credited to your account or give you any availability ·
get credited to
your account as soon as employees are available in the morning to open and post
it (one of the first daily priorities of every branch) ·
can possibly avoid
having holds put on the deposit if the funds are in cash or good payroll check Q: Where can I find an
ATM location affiliated with Old Old Hickory
Credit Union owns 9 machines in our service area.
You can make deposits at machines marked with * ·
* ·
* ·
* 543
E. ·
* 1401
W. ·
* 201
South Lowry, ·
* 304
S. Broadway, ·
Unipres, ·
Gap, ·
The Choice
Network is our affiliation of local credit unions that provide over 90 machines
that you can use surcharge free. Please
look at the Choice Network link on the home page of our website at www.ohcu.org
or go directly to www.choicenetwork.org
to find a machine near you, or near where you will be traveling. The Check 21
legislation, also known as the Checking for the 21st Century law, is now in
effect. Check 21 will speed up check processing for financial
institutions, significantly reducing the amount of time it takes for checks you
write to clear your account. For further
information about Check 21, please go to www.federalreserve.gov/pubs/check21/consumer_guide.htm
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Copyright 2007 Old Hickory Credit Union.
Equal
Housing Lender.
