Frequently Asked Questions | |||||||||||||
| Q. | What are the system requirements for CSB WebBank? | ||||||||||||
| A. | You'll need Microsoft Internet Explorer 5.0 - 6.0 for Windows and Macintosh; Netscape 4.7, 4.75, 7.0 or 7.0.1 for Windows and Macintosh; or AOL 6.0 - 8.0 for Windows and Macintosh. Your browser also must support 128-bit encryption. | ||||||||||||
| Q. | What if my computer has an older version of one of these browsers? | ||||||||||||
| A. | You can download new or upgraded versions of several browsers on the Internet. The following are URLs that provide these downloads:
Internet Explorer microsoft.com/downloads/search.asp | ||||||||||||
| Q. | How much does CSB WebBank cost? | ||||||||||||
| A. | Online Banking through CSB WebBank is free for all customers. Once you are registered for Online Banking, you can also choose to apply for electronic Bill Pay and/or Personal Finance Manager (PFM) service. PFM service is always free for all CSB customers. Bill Pay service is free with unlimited transactions for CSB Choice Checking and Relationship Banking customers. For all other customers, Bill Pay service is free for the first three months. After the third month, the following fees will apply.
CSB WebBank Fees * One three-month fee waiver per customer. If Bill Pay service is closed for any reason and later reapplied for by the same customer, the first three month's fees will not be waived.
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| Q. | What accounts can I access with CSB WebBank? | ||||||||||||
| A. | You can access or view your personal checking, savings, CD, IRA and loan accounts. | ||||||||||||
| Q. | What makes up the balances I see? | ||||||||||||
| A. | The Available Balance reflects your current account balance, minus any funds being held for checks deposited or cashed under CSB's Funds Availability Policy. It also includes any overdraft protection you may have. | ||||||||||||
| Q. | What if I forget my password? | ||||||||||||
| A. | When you login to WebBank for the first time, you'll see a Create Validation Information box which will give you the option of resetting your own password if you get locked out of WebBank. Simply choose and answer three validation questions. If you forget your password in the future, you'll be able to immediately reset your own password from the CSB WebBank login screen.
If you choose not to answer the three validation questions to reset your own password, or you are logging in for the first time and forget your password, you must call CSB's Customer Service Center during regular business hours (8 am to 6 pm Monday through Friday, and 9 am to 1 pm on Saturday) at 888-418-5626 to restore access to the system. This process may take at least one business day. | ||||||||||||
| Q. | Are my e-mails and transactions secure? | ||||||||||||
| A. | At CSB, we have taken every precaution necessary to be sure your transaction information is transmitted safely and securely. The latest methods in Internet banking system security are used to increase and monitor the integrity and security of the system. Our online application supports 128-bit data encryption which is the highest level available commercially. You will need a browser that supports this level of encryption. Check with your browser manufacturer's Web site for more information. Please do not send sensitive information such as account numbers, passwords or account information via e-mail. E-mail information is not secure. | ||||||||||||
| Q. | How do I access CSB WebBank? | ||||||||||||
| A. | Simply click on the CSB WebBank login button on our Web site home page at www.cambridgesavings.com. | ||||||||||||
| Q. | How frequently is my Cambridge Savings Bank information updated? | ||||||||||||
| A. | CSB balance information is current. If an asterisk appears next to a balance, it is as of the last business day. Account History transaction information is also current. | ||||||||||||
| Q. | When are transfers processed? | ||||||||||||
| A. | Transfers made between deposit accounts, except scheduled transfers, will happen immediately and reflect in your Account Balance, providing there are no holds on the account and the funds are available for transfer. The transfer will also show in your Account History detail immediately. Scheduled transfers will be processed on the date you selected and will also show in your Account History detail on the date selected.
Transfers from deposit accounts to make loan payments initiated any business day before 3:00 PM will be processed and show in your Account Balance as of the following business day. The transactions will show in your Account History detail two business days after they are initiated. Transfers from deposit accounts to make loan payments that are initiated any business day after 3:00 PM will not be processed or show in your Account Balance for two business days. Deposit funds must be available as of the previous day's balance to complete a successful loan payment. The transactions will show in your Account History three days after they are initiated. | ||||||||||||
| Q. | What if there is an asterisk next to my balance and I want to do a transfer? | ||||||||||||
| A. | If an asterisk appears next to the balance of your account(s) it means that immediate online transfers are not available. You may utilize the Schedule Transfer feature to schedule the transfer for the next available day or you may try the immediate transfer again later that same day. | ||||||||||||
| Q. | Can I look at all of my transactions at any time? | ||||||||||||
| A. | Yes, with CSB WebBank, you have access to your account information 24 hours a day, 7 days a week! Both the balance information and your Account History transaction information are current. | ||||||||||||
| Q. | How far back can I view my account history in CSB WebBank? | ||||||||||||
| A. | The Account Summary section of the Account Access feature will display account activity as of your last statement date. At the bottom of the Account Summary page, there is a "More History" button that allows you to quickly view the previous statement period. The Reports section allows you to view custom reports for all of your CSB transactions that occurred after you signed up for WebBank for up to six months. | ||||||||||||
| Electronic Bill Payment | |||||||||||||
| Q. | How do I apply for Bill Payment? | ||||||||||||
| A. | After you have been approved for and are logged into WebBank, simply click on the Bill Payment button in your WebBank menu. This brings up the Bill Payment Registration page. Click on the link Click here to sign up for Bill Payment at the bottom of the screen. Complete the Bill Payment Registration form. You will then be asked to read and accept CSB's Bill Payment Terms and Conditions (Note: Failure to accept the Terms and Conditions prevents the registration process from proceeding.). After you have filled out the registration form and have read and accepted the Terms and Conditions, click on the Accept button. Your form will be electronically forwarded to CSB. You'll receive a first email from [email protected] (our Internet Banking provider) once CSB has approved your registration and submitted it to our Bill Payment processor. You are required to respond to this first email. You will then receive a second email from [email protected] when your Bill Payment has been enabled. Please allow up to 5 business days for your registration to be processed. | ||||||||||||
| Q. | After I have applied online for electronic Bill Payment, how long is it before I can pay a bill? | ||||||||||||
| A. | Once you have completed the online sign-up form within CSB WebBank, it takes 3-5 business days for approval. Click on Bill Payment for application status. Please contact our Customer Service Center at 888-418-5626 if your application takes more than 5 business days to process. | ||||||||||||
| Q. | How long does it take to set up a new payee in the Bill Payment system? | ||||||||||||
| A. | It just takes a few minutes. Once you have entered a new payee into the Electronic Bill Payment System, you may enter a payment to your new payee immediately. Please note that the payment date is the date the payment is to be sent to the payee and not the date the payment is due. | ||||||||||||
| Q. | How are my payments actually processed? | ||||||||||||
| A. | Payments are processed on the day designated by you. Metavante, our bill payment processor, generates the payment by either a paper check or an electronic credit based on what type of payments the financial institution receiving the payment accepts. Your checking account will be electronically debited within two business days of the payment date you select. All payments can be viewed in View Payments; they will appear as pending, in process or sent. | ||||||||||||
| Q. | How long does it take for a payment to reach the payee? | ||||||||||||
| A. | A payment that generates an electronic payment will take approximately 3 - 5 business days to reach the payee. If the payee is unable to accept electronic payments, please allow 5 - 10 business days for check payments to be received. Your payee list will display what payment form (check or electronically) the payee accepts. | ||||||||||||
| Q. | How do I actually use the Electronic Bill Payment System? | ||||||||||||
| A. | Step-by-step instructions can be accessed by clicking on the Help button within CSB WebBank. | ||||||||||||
| Q. | What happens if I make a payment and there are insufficient funds in my account? | ||||||||||||
| A. | If a 'non-sufficient funds' (NSF) condition exists, the debit will be returned via banking channels. The payment return will prompt the system to block your Bill Payment account, preventing you from making more bill payments until the NSF condition is resolved. Any future dated recurring payments scheduled for release during the time the account is blocked will not be sent. You will also be charged a returned item fee. | ||||||||||||
| Q. | How can I verify that a payment has been made or cancel a payment? | ||||||||||||
| A. | You may go into the View Payments screen to view, edit or delete a payment. View Payments displays the status of all bill payments that are pending or have been sent to the payee. Payments with a status of "pending" may be edited or deleted. If you need to cancel a payment that has a status of "sent" - meaning it has already been transmitted - please contact Metavante Bill Payment Customer Service at 1-800-823-7555. | ||||||||||||
| Q. | Who do I contact if my bill was not paid? | ||||||||||||
| A. | Please contact Metavante's Bill Payment Customer Service Department at 1-800-823-7555 to verify where the payment was sent and when. You'll need the confirmation number of the payment (this can be found in the View Payments section of Bill Payment) and payee name. | ||||||||||||
| Q. | I noticed that a payee address has changed. Why is that? | ||||||||||||
| A. | Payees supply an updated address after a payment is received. When this happens, the address is automatically updated in the Payee Administration area. | ||||||||||||
| Q. | How far back can I view my Bill Pay History? | ||||||||||||
| A. | Up to six months of Bill Payment history can be viewed online via CSB WebBank. Our bill payment processor, Metavante, maintains payment history for up to seven years. | ||||||||||||
| Personal Finance Manager (PFM) Service | |||||||||||||
| Q. | Can I download my account transactions into my Personal Finance Manager Software? | ||||||||||||
| A. | Yes, you have two options. You can either download your transactions from within WebBank to Quicken®, Microsoft® Money, or as Comma-Separated Variables. You can also directly download your WebBank transactions from within Quicken and Money - just choose Cambridge Savings Bank from their lists of Financial Institutions. You can also make transfers1 between your CSB WebBank deposit accounts within Quicken and Money. | ||||||||||||
| Q. | What do I need in order to register for PFM Services? | ||||||||||||
| A. | To have direct access to your CSB accounts from within Quicken or Money, you must: 1) be a registered CSB WebBank customer - all accounts that you set-up within CSB WebBank will be accessible through Quicken or Money; 2) have Quicken or Money software installed on your computer; and 3) you must register for CSB's PFM service within your Quicken or Money software. | ||||||||||||
| Q. | How do I register for CSB's PFM Services? | ||||||||||||
| A. | From within Quicken or Money, there will be a screen to register for Cambridge Savings Bank's Personal Finance Manager services. Your "User ID" is your Social Security Number for verification purposes. Then fill in your current CSB WebBank Password/PIN. This will verify that you are a current CSB WebBank user. You will be asked to choose a new Password/PIN for your PFM service during the PFM registration process. Your PFM Password/PIN must be different than your CSB WebBank Password/PIN. Once it has been confirmed you are a WebBank user, you will be asked to agree to CSB's Online Banking Agreement for Personal Finance Manager. You then need to complete the enrollment and verify that information. From there you can set up your CSB WebBank accounts for direct access from within Quicken or Money. (If you are not a CSB WebBank customer, you will have the option to sign-up for WebBank first.) | ||||||||||||
| Q. | Which versions of PFM software are supported? | ||||||||||||
| A. | Quicken for Windows 2005, 2004 and 2003. Quicken for Mac 2005, 2004 and 2003 Microsoft Money 2005, 2004 and 2003 | ||||||||||||
| Q. | What can I do with the PFM service? | ||||||||||||
| A. | You can download your CSB updated account balances and cleared account transactions directly from within Quicken or Money for any accounts you have set-up in CSB WebBank. You can also initiate transfers between CSB deposit accounts. Please note: Once you define the transfer instructions, you must instruct Quicken or Money to send them to CSB WebBank for processing. | ||||||||||||
| Q. | What is I forget my PFM Password/PIN or I can't access my PFM service? | ||||||||||||
| A. | Call CSB's Customer Service Center during regular business hours (8 am to 6 pm Monday through Friday, and 9 am to 1 pm on Saturday) at 888-418-5626 for assistance with your PFM password/PIN, registration or access. | ||||||||||||
| Q. | How much does Cambridge Savings Bank's PFM service cost? | ||||||||||||
| A. | PFM services are free to all CSB customers. | ||||||||||||
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Quicken and Intuit are registered trademarks of Intuit Inc. Microsoft is a registered trademark of Microsoft Corp.
1Transfers from a statement savings or money market account to other accounts of yours or to a third party that are pre-authorized, automatic, or by fax, telephone or WebBank, are limited to six per statement period. No more than three of these can be by check, draft or ATM/debit card to third parties. 3/9/05 | |||||||||||||