| What
do I need to do to sign up for Citizens On-line Banking? |
 |
| You
may complete our On-line Application. Simply print the completed
application, sign it, and return it to the bank. You can also stop by
any of our locations to pick up an application for On-line Banking. If
you are unable to visit one of our facilities, you can call the bank at
(505) 647-4100 or e-mail SupportServices@CitizensLC.com
to have an application sent to you. |
| |
| Is
there a monthly charge for Citizens On-line Banking? |
|
| There
is no charge for the basic Home Banking services provided by Citizens
On-line Banking. Commercial customers who request Cash Management
Services will be charged an Online Cash Management access fee of $19.95
per month. Additional charges could be encountered depending on the
services they choose and the volume of transactions they generate. |
| |
| I’m
having difficulty getting into On-line Banking, but no problem getting
to your main web site. What’s going on? |
|
| Check
to see if you have the latest version of your browser software. Also be
sure that you have 128-bit encryption available with your browser.
Cookies must be enabled on your browser. You may also need to delete
your temporary Internet files, in case you have a corrupted URL. |
|
| Is
it safe to do my banking over the Internet? |
|
| Citizens
Bank of Las Cruces takes this matter very seriously. Your connection to
On-line Banking uses the best level of data encryption available. Other
"behind the scenes" mechanisms are in place to assure the
security of your financial information. You may have also noticed that
at no time does you account number, or Tax ID number appear on screen
over the Internet. Security is not a one-time effort with our On-line
Banking system. As security improvements are available in the future,
our specialists will continue to make any needed enhancements to assure
that your account information is safe and secure. |
|
| Feb
03 Enhancement: Locked account e-mail notification. |
|
| An
e-mail will be sent to you automatically if your account becomes locked.
Your account can become locked if you fail to login after three
attempts. The e-mail contains the last successful login date and the
current failure date. You will need to contact our Support Services
Department to unlock your account. 647-4167 |
| |
| Feb
03 Enhancement: Secure e-mail |
|
A
customer will be able to send the bank a secure e-mail from within our
Online Banking session. A separate window is launched leaving the Online
Banking session open. The bank will respond to your secure e-mail and
you will be able to retrieve our response from within the Online Banking
session.
Sending traditional e-mail that may contain confidential information
over public networks is not recommended for security reasons. |
| |
| Feb
03 Enhancement: Logout Notification |
|
| When
your Online Banking session is setting idle, with 1 minute left before
timeout, a message will display asking the user if they wish to stay
logged in. If they answer yes, then the session remains alive. |
| |
| Feb
03 Enhancement: Say goodbye to the "Go" button |
|
| There
will no longer be a "Go" button to click after you make your
account or activity selection. As soon as you make your choice from the
drop-down menu, your browser will go to the selected page. |
| |
| Feb
03 Enhancement: Addition of Bi-weekly transfer option |
|
| An
option to have recurring account transfers on a bi-weekly basis will be
added. |
| |
| Bill
Payment: When and how are Bill Payments processed? |
|
Scheduled
payments are processed Monday through Friday at 11:00 AM Mountain Time.
Payments scheduled in advance of a weekend or Bank Holiday will be
processed on the day preceding the weekend or holiday. Payments
scheduled on a weekend day or Bank Holiday will be processed on Monday,
or the first business day following the Bank Holiday.
If the
Payee receives payment by paper check, the check will be mailed on the
afternoon of processing date. The check will be drawn on your account
and you will be able to know if the check was cashed by the Payee by
checking your Current Transaction Listing. For paper check payments,
funds must be available in your account to pay the check on the day it
is presented for payment to Citizens Bank. Payment checks submitted to
Citizens Bank against insufficient funds are subject to return to the
Payee. In this case, you could be subject to additional overdraft or NSF
fees. Because paper check payments are processed by the United State
Postal Service, please allow for adequate mailing time. We suggest a
minimum of five (5) days.
If the Payee received payments electronically, the payment will be
sent to them on the afternoon of the processing date. We suggest making
electronic payments no later than three (3) days prior to any due date
for your payment. Your funds for electronic payments must be available
in your account at the time of processing. If funds are not available we
will not process your payment. We will attempt to process your payment
on subsequent business days. The bank reserves the right to cancel any
payment that fails for five (5) consecutive days due to insufficient
funds.
|
| |
| Bill
Payment: What happens if I have a scheduled Bill Payment that falls over
a weekend or holiday? |
|
| Bill
Payments scheduled in advance of a weekend or Bank Holiday will be
processed on the day preceding the weekend or holiday. Payments
scheduled on a weekend day or Bank Holiday will be processed on Monday,
or the first business day following the Bank Holiday. |
| |
| Bill
Payment: Can I use Online Bill Payment if I live outside the U.S.? |
|
| Yes,
as long as you maintain your account with Citizens Bank of Las Cruces.
However, you cannot pay bills to payees located outside the United
States. |
| |
| Bill
Payment: Can I get a copy of a cancelled check? |
|
| Yes.
Bill Payments made by paper check are drawn against your account just as
if you wrote the check yourself. The check will be returned to you in
your monthly statement. If you have Check Safekeeping and don’t
normally get your checks back, we’ll gladly provide a copy of your
check anytime you request it. |
| |
| Bill
Payment: How long is history retained in the View Payment History
section? |
|
| Payment
History records will be kept indefinitely. |
| |
| Bill
Payment: How far in advance should I set up a payment to ensure it is
paid on time? |
|
Payees
who receive paper check payments should be scheduled 5 business days in
advance of when you want the payment to be received by the Payee.
Payees who receive electronic payments should be made 3 business days in
advance of when you want the payment to be received by the Payee.
NOTE - You may want to set up a payment to yourself so you can see how
the system works. |
| |
| Bill
Payment: Are there minimum and maximum payment amounts? |
|
| Yes,
the minimum amount you may make a payment for is $0.01. The maximum
amount is limited by the available balance in your checking account. |
| |
| Bill
Payment: Can I have multiple payments to the same payee on the same day? |
|
| You
can make multiple payments to the same payee as long as the payment
amounts are different. For your protection, the system will not pay
duplicate items on the same day. |
| |
| Bill
Payment: Can I stop a payment? |
|
Yes,
you can place a Stop Payment order on a paper check payment. You will
need to call our Support Services Department or place the Stop Payment
using Online Banking.
Payments processed by check can be stopped.
Payments processed electronically cannot be stopped. |
| |
| Bill
Payment: Whom can I pay through Online Bill Payment? |
|
You
can pay ANYONE in the United States from the next door neighbor, to the
utility company, to the bank, and even a child in college across the
country.
We do not recommend making tax payments or court related payments. |
| |
| Bill
Payment: How many payees may I have set up? |
|
| There
is no limit to the number of payees you can set up through Citizens
Online Bill Payment. |
| |
| Bill
Payment: Can I edit Payee addresses? |
|
| No.
You will have to set up a new payee with the correct address and delete
the old one. However, deleting the old payee will remove the history of
that payee. You can leave the old payee listed to retain your history of
that payee |
| |
| Bill
Payment: How do I know if a payee is electronic or check? |
|
| Once
you have set up the payee, then you can look at the VIEW PAYEES screen
and you will see a field that will tell you if the payee is electronic
or check. |
| |
| Bill
Payment: What payment frequencies are available? |
|
You
can set up payments in any of the following frequencies:
Weekly
Bi-weekly
Monthly
Semi-monthly
Quarterly
Annually
Semi-annually |
| |
| Bill
Payment: When can you edit the dollar amount on a scheduled recurring
payment? |
|
| You
may edit the dollar amount the next business day after the
scheduled payment date. |
| |
| Bill
Payment: Can I postdate recurring payments? |
|
| If
a monthly recurring payment is set up to be paid on the 15th and the
current date is November 12th, a payment will be scheduled for the month
of November and set up to occur the 15th of every month until the end
date is reached. However, if the payment is set up to be paid on the
15th and the current date is November 16th, the first payment will occur
on December 15th. |
| |
| Bill
Payment: Can I postdate a single payment? |
|
| Yes.
Just set the payment date for any date in the future. Single payments
are actually set up into two categories: current and future payments,
which allow the user to schedule payments in the future or for the
current date. |
| |
| Bill
Payment: Will the memo field I fill out when setting up a payment be
passed on to the payee? |
|
| Yes,
your memo will appear on paper check bill payments. The memo field is 40
characters long. Any amount over 40 characters will be cut off. |
| |
| Bill
Payment: Are there any merchants that I cannot pay through the Bill
Payment service? |
|
| No.
Citizens Bank does not recommend paying government agencies for payments
such as child support, alimony or checks to the I.R.S., because of
limited resources to research such payments. |
| |
| Bill
Payment: When will the money be taken out of my account? |
|
Money
for Payees who receive electronic payments will be withdrawn on the
afternoon of the payment processing date.
Money for Payees who receive paper check payments will be deducted from
your account when the check comes back into the bank. |
| |
| Bill
Payment: What if I do not have enough money in my account? |
|
For
electronic payments, the bank will continue to try to process the
payment each consecutive day. The bank reserves the right to cancel your
payment if the payment fails more than five (5) times due to
insufficient funds.
For paper check payments, if there is insufficient funds in your account
when the check comes into the bank, we may return it; or overdraw your
account; or advance funds from your overdraft protection account to pay
the check. You may be subject to overdraft or NSF fees in these
situations. |
| |
| Bill
Payment: How late in the day can I enter, edit, or delete a payment? |
|
| You
may enter, edit, or delete payments scheduled Monday through Friday up
until 11:00 am Mountain Time the day of the scheduled payment date you
set. |
| |
| Bill
Payment: What is the difference between a Payee and Payee Alias? |
|
| For
example- A Payee could be Dillard National Bank. You could set up the
Payee Alias as "Dillards". |
| |
| Bill
Payment: When adding an electronic payee, I get an error message
concerning the account number. What am I doing wrong? |
|
| Payees
provide our service with a template of how account numbers should be
formatted. Having the correct format assures that the payment will be
credited promptly. If you get an error message for the account number,
try adding or removing dashes or spaces between the groups of numbers. |
| |