INTERNET BANKING

Frequently Asked Questions


How to Contact Us General Information Pricing Availability Getting Started
Account Information Transferring Bill Pay Security Encryption

 

How to Contact Us
Phone Number: 402-385-3063
Address: Pender State Bank 222 Main St. P.O. Box 160 Pender, NE 68047

 

 

General Information

Why can't I use the "BACK" button?
When you use the "back" button, the system knows to return you to the screen you looked at previously. When the system keeps track of what screens you accessed, it is creating a cache. The cache is stored on your computer hard drive. When dealing with sensitive and secure data, we do not want the computer to store the information on the hard drive because someone could access that information simply by accessing the cache (without needing a User ID and password). Therefore, for your security, once you have exited Internet Banking the back button "Back" will not allow you to get back into Internet Banking.

 

What services will be available with Online Banking?

  • View accounts (Balances, Rates, etc.)
  • View images of checks and deposits
  • Schedule a one-time transfer between accounts  (Express Transfer)
  • Schedule a recurring transfer between accounts
  • Make payments and advances on your Pender State Bank loan accounts.
  • View and print account statements and histories
  • Download your account information to various financial management software programs.
  • Make bill payments to an individual or business (payee), review bill payment history and make scheduled bill payment changes.

How do I sign-up for Internet Banking?
You may sign up using the form that we have online under our First Time User tab, which may be done from a Personal Computer or at Pender State Bank.

 

How current is the banking information I look at online?
From the current business day screen you can see account transactions which were made online as they occur. All other transactions, such as in-person deposits or withdrawals, can be seen as they are processed.

 

How far back can I obtain account information?
We are building a statement file so that in the future you will be able to view 24 months of checking account statements.

 

Can I check my personal information to see if it is correct?
If you have reason to believe that your personal information at Pender State Bank is incorrect, please call us at 402-385-3063. Our Bookkeepers will research your request and respond to your concerns.

 

How many transactions can I view on my accounts?
You can view all items on your current and previous statement.

 

What if I forget my Access ID?
Contact us at 402-385-3063. We will verify the answer to the security question you provided on your first time login form. Once you have been successfully identified, the Bookkeepers will provide you with the Access ID on record.

 

What if I forget my Password?
Contact us at 402-385-3063. We will verify the answer to the security question you provided at the time of first time login. We will provide (over the phone) a one-time password. This assigned password is good until your next log-on attempt. Pender State Bank via US Mail will mail a letter containing the password to the caller at the address on record. This will be a one-time password and is good until your next log-on attempt. Should you receive such a notice and you have not requested password verification, please immediately contact us at 402-385-3063.

 

What if I forget both my Access ID and Password?
Should you forget both your Access ID and Password, please contact us at 402-385-3063. We will verify the answer to the security question you provided at the time of first login and assist you in setting up a new Access ID and Password in a manner that is as efficient and secure as possible. Then we will follow up with a mail confirmation to ensure that you did indeed request an Access ID and Password. Please keep in mind that when dealing with Internet Banking, we may take additional steps to verify your identity, to keep your accounts secure.

 

When I change my Internet Banking Password, will this also change my TeleBank PIN?
No, your TeleBank PIN will not be changed.

 

I need to place a stop payment on a check, why can I not place it online?
A stop payment is a time sensitive matter. At this time, the most efficient way to place a stop payment is to call us at 402-385-3063.

 

My system crashed just as I was finishing a transaction. How do I know if the transaction was completed?
Because you can see account information as it is happening, there are a few ways to know if the transaction in question was completed:

  1. Look at the transaction activity on the account from which you performed the transaction. All completed transactions will be listed on this screen.
  2. You should see a new screen confirming the transaction information. If you clicked "submit," and received a confirmation number, the transaction completed.
  3. You can view this transaction under the current business day screen to verify the transaction was processed.
  4. If the transaction was a new Bill Payment, you may go to the Bill Payment screen and check whether it is listed correctly. If it was an existing payment, you may go to the Bill Payment screen and check whether the old information was altered to reflect the new changes.
  5. If you are still in question, contact us during banking hours at 402-385-3063.

 

Pricing

How much does Internet Banking cost?
There are no additional service fees to use Internet Banking.

 

 

Availability

When is Internet Banking available?
In general, Internet Banking is available 24 hours a day, 7 days a week.

 

I deposited $100.00 today. Why doesn't it show as part of my balance?
A deposit made today will not appear in your balance column until the transaction has been processed.

 

 

Getting Started

I share a checking account with someone else. Do we both need to enroll or can we share an Internet Banking access code and password?
You both need to enroll. We would like every User to have a unique Access ID and password. This will provide you both with access to joint accounts, but will restrict access on individual accounts that you may have presently or in the future. It is your responsibility to keep your Access ID and password secret.

 

 

Account Information

What type of accounts can I access in Internet Banking?

  • Checking
  • Savings
  • Certificates of Deposit
  • Loans
  • IRAs, HSAs

Can I have more than one checking account linked to Internet Banking?
Yes. You can access all of your checking accounts through Internet Banking if you are authorized on the account. Payments made with the bill payment service, can be paid through any checking account but NOT a savings account.

 

What if one of my accounts does not appear in my account summary?
If you don't see one of your accounts on the List of Accounts screen, you may not be authorized on the account, or you may have signed up for Internet Banking with the TeleBank password of a joint account holder. To verify this please call us at 402-385-3063.

 

 

 

Transferring Funds

What types of accounts can I transfer funds to and from?
You can transfer funds between any accounts that are included on your List of Accounts screen. You can transfer between savings and checking accounts, and from lines of credit loans on which you are authorized. You can transfer funds to any of your savings and checking accounts, or loans.


Are there limits on the number of transfers I can make?
Some accounts, such as checking accounts, have no limit on the number of transfers you can make. However, savings accounts and Money Market accounts are restricted on the number of withdrawals or transfers per month. Please review your account disclosures for such limitations or call us at 402-385-3063 for more information.


When will my transfer take place?
If you initiate the transfer before 6:00 p.m. CST Monday through Friday, the transfer will be made the same business day. If it is initiated after the 6:00 p.m. cutoff, or on a Saturday, Sunday, or a holiday, the transfer will be made on the next business day.


Will I be able to transfer funds between banks?
There are currently no plans to offer the capability to transfer funds to accounts outside of Pender State Bank. However, this type of transfer can be made through our Bill Payment system.


If I transfer funds from my checking to my savings account, when will the funds be available through Internet Banking?
If the transfer is initiated before 6:00 p.m. CST Monday through Friday, the funds will be available immediately. After 6:00 p.m., the funds will be available the next business day.


Is there a limit to the dollar amount I can transfer?
No. There is currently no limit on the dollar amount that may be transferred.

 

 

Bill Pay

How do I get started with Internet Bill Payment?
Pender State Bank customers will have the option to sign up for Bill Payment when they log on to Internet Banking for the first time. At this time Bill Payment is free of service charges. If you have any questions about Internet Bill Payment, call us at 402-385-3063.

 

How do I change existing payment information?
If you would like to modify the amount, date of payment, the frequency, number of remaining payments (if applicable), the description, or account number, you can use the "Payment List" button. Select the Payee you wish to modify and make appropriate changes in the information which displayed.

 

How do I make a payment?
Go to "Payments" under the checking account you have selected to make the payment.

  1. Select "New Scheduled Payment"
  2. Fill in the required fields asking for "payee" information
  3. To continue select the "Next" button. If you choose to not continue this bill payment select "Cancel".
  4. Select the payment frequency and payment date, account number and fill-in the payment amount.
  5. Confirm this information is correct and submit the information or choose the "cancel" button.

PLEASE ALLOW A MINIMUM OF 5-7 BUSINESS DAYS FROM THE PAYMENT DATE FOR THE PAYMENT TO BE RECEIVED BY THE MERCHANT. THE BANK MUST HAVE 2-3 DAYS TO PROCESS THE PAYMENT AND THEN YOU MUST ALLOW TIME FOR THE PAYMENT TO TRAVEL TO THE MERCHANT VIA US MAIL. WE WILL NOT BE LIABLE FOR ANY LATE CHARGES IF 5-7 BUSINESS DAYS WERE NOT ALLOWED FOR THE PAYMENT TO REACH ITS DESTINATION.

 

How soon can I start making payments to my merchants?
All customers of Pender State Bank will be able to use Internet Bill Payment immediately, if you choose the bill payment option during the first time log on. However, Pender State Bank reserves the option of canceling this service if overdrafts and insufficient funds persist.


How far in advance can I schedule a payment?
You can schedule a payment up to 4 years in advance.


Should the payment date I give be the date the payment is actually due?
No. You need to schedule the payment a minimum of 5-7 business days before it is due. It takes us 2-3 business days to process and send the payment and may take 3 or more days for the payment to reach the merchant via US Mail. Keep in mind that payments are only initiated on business days, although you can schedule them any time.


Why does it take a minimum of 5 to 7 business days for payments to reach their destination?
Although the payments may be made electronically, a majority of merchants continue to only accept payments made by check and received via the mail. In addition, you must allow time for the merchant to process your payment. For these reasons, we ask that you allow five to seven business days from the day you schedule the payment until its actual due date.


When are the funds actually taken from my account?
Bill payments are debited from your account on the "payment date" you select when you authorize the payment.


Will my payment still be sent if I do not have enough money in my account to cover the scheduled payment?
If you do not have the funds to cover the amount of the scheduled payment, the payment will not be made. The system will continue to try to make the payment until there is money in the account and the payment is made or until you cancel the payment request.


What information do I need to setup a merchant?
You need the name, address, and an account number with that merchant. If you are paying a bill that does not require an account number (i.e., your day care provider or your mother) you can use this space as a memo line. This information will then be printed on the check which is sent to the merchant.


How many merchants can I setup?
You can have an essentially unlimited number of merchants on your merchant list.


Can I schedule multiple payments to the same payee?
Yes. As long as those payments fall on different days, you are free to pay the same merchant as often as you would like. In addition, you can pay a recurring merchant a separate payment as long as it takes place on a day other than the regular recurring payment.


Is there a limit on the amount I can pay in one day?
Currently, there is not a limit to the amount you can pay all your merchants in one day.


What are my rights if you fail to make a payment I request?
If we fail to complete a payment or transfer in time or in the correct amount according to the Online Agreement, we are liable for your losses or damages. However, there are some exceptions. We are not liable, (1) if, through no fault of ours, you don't have sufficient funds in your account to make the transfer; (2) if the funds are subject to legal process or other encumbrance restricting a transfer; (3) if the transfer exceeds the credit limit on your line of credit; (4) if there is a technical malfunction which is known to you at the time you attempt to initiate the transfer or, in the case of a recurring transfer, at the time the transfer should have occurred; (5) if circumstances beyond our control (such as fire or flood) prevent the transfer, despite reasonable precautions that we take. In no event are we liable for more than actual damages proved if any failure of ours was unintentional, and resulted from a bona fide error, notwithstanding the maintenance of procedures reasonably adopted to avoid such an error.


This does not mean that we accept liability for other circumstances resulting in transfers not being made or completed on time. For example, we are not responsible for delayed or failed transfers if: (1) you fail to use the Services properly in accordance with this agreement and any online or other instructions supplied in connection with the Services; (2) you don't request the transfer and schedule the payment date sufficiently in advance of the due date for the obligation you are paying; (3) you exceed applicable restrictions on the number, amount or frequency of transfers; (4) you fail to supply accurate information with regard to the persons you wish to pay (e.g., name, address and account number); (5) the person you wish to pay or their bank mishandles or delays posting the payment; (6) your computer or software fails to operate correctly, or your instructions are lost or delayed in transmission to us; (7) a bona fide security consideration causes us not to make the transfer (e.g., your PIN or password has been reported lost or stolen, we have reason to believe a transfer is unauthorized, or the transfer would violate other security restrictions in our system); or (8) your relevant deposit account is closed or services hereunder have been terminated or suspended.


What can I use as proof that my payment has been made?
Your monthly checking account statement displays all of your Bill Payment transactions and Bill Payment transactions are also reflected in your account activity.


How close to the original payment date can I cancel my payment?
To be sure the payment is canceled; you should change or cancel your bill payment prior to 4:00 p.m. CST on the scheduled payment date.


How do I pay bills that change amounts each month?
You will have to set those merchants up as one-time payments. Each month, you will need to initiate that payment and change the amount.


Is there a limit on how many payments I can make in a given month?
There is no limit to the number of payments you can make in a month.


Whom can I pay using Online Bill Payment?
You can pay almost anyone in the United States but all payments are made in U.S. dollars.


What are my options for paying Merchants?
There are two types of payment options available: On Demand - You can enter a new merchant or select a merchant  from your existing list, enter the amount, and have the payment processed today, or you can specify a future date for the payment, but the payment must be dated no more than 4-years into the future. Recurring - You can select a merchant, enter the amount, and have payment sent on a weekly, bi-weekly, bi-monthly, monthly, quarterly, semi-annual, or annual basis. In addition, a single date can be specified for monthly payments such as "the 16th" of every month." (Note: Please allow a minimum of 5 to 7 business days for your payment to arrive at its destination, as we cannot guarantee postal delivery times.)


I want to pay my bills from two checking accounts. Is this possible?
Yes, your Bill Payment account is tied to the checking account you designate.


How do I pay my accounts at Pender State Bank using Bill payment?
You do not need to use the Bill Payment service to transfer money to another Pender State account; instead you can use the transfer option which is FREE of service fees. (see transfer section): Just input the account number of the checking, savings or loan account that you want the funds to go to.

 

 

Security

Is Internet Banking Secure?
There are varying levels of safety associated with a browser, such as Netscape's "Navigator" and "Communicator" products and Microsoft's "Explorer" product. Browsers range from 40-bit encryption levels, to 128-bit. The 128-bit encryption, or domestic grade, is one of the highest and most secure in use today. You will need to have a 128-bit browser.


When you make an Online transaction and it has been encrypted, your browser will indicate that the transaction is in a safe environment by displaying a "locked" icon at the bottom of the screen or your address line will display HTTP S, with the "S" representing the secure link. If the "locked" icon does not appear, you can verify that you are in a secure mode by looking for the HTTPS in the address line.


Do I select my own Access ID and password?
When first enrolling for Internet Banking, you will be asked for one of your account numbers and your TeleBank PIN number. You will immediately be asked to enter a new Access ID and password. To protect your accounts, it is essential that you do not reveal your Access ID or password to anyone! We also recommend that you do not use birthdates, social security numbers, addresses, or other easily guessed information when selecting a password!


What can I do to protect my accounts and personal information while I am
banking online?

Memorize your password. Your Online password authenticates you when you begin an Internet Banking session. You should memorize this password, and never write it anywhere or reveal it to anyone.
It's important to change your password regularly, which you can easily do when you begin your online session.


Remember to log off. You may not always be at your own computer when you bank online. Therefore, it's important to log off when you're finished banking. If you forget to do so, Pender State Bank automatically logs you off after ten (10) minutes of inactivity.


Utilize the built-in security features of your browser. Guard your password, change it often, and never offer it to anyone who asks for it. Follow these guidelines:

-

Your Access ID must be six or more characters long and is case sensitive.

- Your Password must be six to ten characters long, is case sensitive, and must contain at least one numeric and one alpha character.
- You cannot use a password that is identical to your most recent password. Check a computer reseller for software tools (e.g., cookie cutters) that provide a layer of additional privacy protection Online. Most important, use common sense and be aware. You wouldn't give personal information to just anyone in the offline world…you should apply the same discretion Online.


Security Note: Pender State Bank will never ask you for your password!!!!!
If someone does ask you for your password, please notify us immediately and change your password to ensure added security.


When I enter my user ID, my password is automatically entered.
How can I change this?
Internet Explorer has a function called AutoComplete which, when turned on, will remember your user ID and password and enter it automatically for you. However, this can be a major security violation as your password comes up automatically when someone types your user ID in. We suggest turning AutoComplete off, however it is your choice.


To turn AutoComplete off, go the Tools Menu in Internet Explorer and select Internet Options. Select the Content tab and click on the AutoComplete button. To turn off the options to remember User ID and passwords, make sure the boxes labeled User ID and passwords on forms is NOT checked. Hit OK and OK to finish.


I think someone has figured out my Password. What should I do?
If you think someone has figured out your Password, please change your Password immediately, by using the Change Password tab. Then contact us at 402-385-3063.


How does Internet Banking protect customer information and account data?
Customer information and account data is protected by multiple independent security protocols: firewalls, data encryption and a verifiable password. When you use Internet Banking, you are first prompted to enter your Access ID and password. No account information will be sent to your computer unless the Access ID and password associated with your Pender State Bank account number has been correctly entered. For security reasons, the system will lock-up for a predetermined period of time after three unsuccessful login attempts. If you, or someone else, should attempt to login - unsuccessfully - several times in a row…the system will be completely locked up and you will have to call us at 402-385-3063 for further assistance. Your secure session will automatically terminate after 10 minutes of inactivity. You must log-on again to access your accounts. All information that passes between Pender State Bank and your computer once you are logged on is put through data encryption - a sophisticated encoding system.

 

 

Encryption

This term represents the ability to encode, or scramble a file, for the purpose of allowing only special access to it. What this amounts to is a word or group of words essentially written in a secret code language - a language useless to anyone but you and your bank. Although Internet technology is fairly new, encryption itself is an old science. The term "encryption" is a computer-age extension of the term "cryptic", which means something being hidden or mysterious.


Encryption, in all of its forms, is a major reason why we can offer you Internet Banking. Basic encryption involves the transmission of data from one party to another. The sender encodes the data by scrambling it, and then sends it on. The receiver must decode the data with the correct "decoder" in order to read and use it.


Your computer, as well as our computer system, recognizes the mathematical formulas of the encrypted messages during transactions. The more powerful computer system you possess on your end, the higher level or grade of encryption you can use.


There are two types of encryption that you should be familiar with - domestic grade and international grade - when deciding how you will do your remote or Internet banking. Domestic grade encryption, also called 128-bit encryption, is a much faster and more powerful form of encryption. On the other end of the spectrum would be 40-bit, or international grade, encryption. The 40-bit means that there are two to the fortieth power of possible keys that could access your account information, but only one that could be used per Internet banking transaction. This essentially means that the chances of cracking the code for a particular transaction in 40-bit encryption are very, very small. The 128-bit encryption requires more computer processing power than 40-bit encryption, but is more secure.


In fact, 128-bit encryption is 309,485,009,821,345,068,724,781,056 times more powerful than 40-bit encryption and is required to perform our Internet Banking functions.


What level of encryption protection does Internet Banking support?
All transmission of customer information through direct access is encrypted using 128-bit encryption technology. If you don't have 128-bit encryption, you can download it from the internet.


How secure are my accounts and transactions?
Internet security comes FIRST, naturally. Protecting the privacy and security of your confidential financial information is our number one priority. Internet Banking provides end-to-end encryption to secure transactions while in transit. Your accounts are also protected with a password known only to you. Only you can access your accounts and authorize payment. To gain a greater level of protection, we recommend changing your password(s) on a regular basis and not using birth dates, first or last names, or other documented numbers or letters that may be easy to locate. Only you know your private password, so you can be confident that your data is secure. Your software provider or Pender State Bank does NOT know it.


How do web sites collect information?
Information can be collected in several ways, but typically "personally identifiable information" (information that can be traced to a single user) isn't gathered on a widespread basis. Most information collected online is "usage data," or data limited to where an individual visits within a site and/or how much time is spent at a particular site. Online services, for example, may track sign-on and sign-off times for billing purposes. Individual web sites (whether companies or individuals) may gather certain kinds of information about you when you visit their site. Many sites limit information gathering to broad usage statistics. Some Web site operators may collect information about you through your email address, the means by which you connect to their site, by the use of "cookies" or voluntary questions directed at users.


Where does my information go when I provide it online?
All you can reasonably assume is that some level of information tracking will be done when you log on to the Internet. But unless a site or service provider posts its information gathering and dissemination practices, it's up to you to inquire about them. It's also up to you to decide whether you want to provide your name, mailing address, phone number, or any other personal information if a Web site asks you to register.


What are cookies?
Can I get rid of them? Some Web sites transfer a file, often referred to as a "cookie," to your computer's hard drive, which enables them to track your activities on their site. While a code in the cookie file allows a site to label you as a particular user, it doesn't reveal your real name and address unless you've provided the site with such information or set up preferences in your browser to do so automatically. Newer versions of browser software enable you to decide whether you want to receive cookie files, and some programs notify you when a Web site is about to deposit a cookie file. To check whether cookie files have been placed on your computer, look for a hard drive file called "cookies.txt" if you have an IBM compatible PC or "magic cookies" if you have a Macintosh. You can delete these files from your hard drive. There are also utility software programs, called "cookie cutters" or "anonymizers" that allow you to edit cookie files selectively within Web browsers.

 

 

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