FAQs
Contents
- Account Information
- Exchange OnLine
- Loans
- Lost or Stolen Cards
- Visa CheckCard
- ACH (Automated Clearing House) Information
Account Information
Q: How do I know if I am fully covered by deposit insurance?
A: The FDIC Web site has a feature called "Ask EDIE" that allows you to input your account information. EDIE then reports what is covered as long as the information you input is accurate. National Exchange Bank & Trust staff members may give you their best understanding of, but cannot guarantee, coverage. If you have questions, it is best to contact the FDIC directly.
Q: How can I access my accounts from home?
A: There are two easy ways to obtain information on your accounts.
- Exchange Line is a telephone banking product that allows you to get personal account information after entering your account number and your Exchange Line Personal Identification Number. Call 1-800-707-BANK (2265), and the automated voice will guide you through your call.
- Exchange OnLine is another convenient option. You may view account information, transfer funds, view and pay your bills and more when you are signed up for this feature. To sign up, click "Exchange OnLine" in the Online Access menu on the left hand of the screen. You may also complete the simple application form and drop it off at any National Exchange Bank & Trust location.
Q: Where do I find my bank routing number?
A: The routing number for National Exchange Bank & Trust is 075900766. You may find the nine-digit routing number in the lower left-hand corner of your check, right before your account number.
Q: What is overdraft protection? How can I set it up?
A: Overdraft protection is a feature that protects you from overdraft charges in case of an overdraft. You can set up overdraft protection by applying for a Personal Line of Credit or by setting up an automatic transfer from your savings. Contact a customer service representative for more information.
Exchange OnLine
eStatement FAQ
FinanceWorks FAQ
E-bills FAQ
Expedited Payment FAQ
Secure SignOn FAQ
Q: What accounts can I view on Exchange OnLine?
A: You can view any account including personal checking, savings, credit cards, loans and certificate of deposits. As soon as you sign on, you will see a list of your personal accounts.
Q: What happens if I forget my password?
A: Exchange OnLine has a “Forgotten Password” feature. When you first log on to Exchange OnLine, you will be asked a number of personal identity questions. If you ever forget a password, you simply answer three of these identity questions, and your password will be reset. YOU MUST USE FORGOTTEN PASSWORD BEFORE YOU ARE LOCKED OUT. You can change your password at any time by selecting the Customer Service tab. If the forgotten password feature fails, simply call your local office during normal business hours for a password reset.
Q: How far back can I see my transactions?
A: You may view activity as far back as 13 months; however, you are only able to view a limited number of transactions at one time. New Exchange OnLine users will be able to view activity only from the time they sign up for the product.
Q: How can I save transactions?
A: You have the option to download your activity and save it in a variety of formats. Select “Accounts” and click on Download banking transactions in the left menu. This will help you keep track of your monthly account summaries.
Q: What is the difference between my Current Balance and my Available Balance?
A: Your Current Balance is your most up-to-date balance. It includes any electronic transactions for the day. Your Available Balance is your Current Balance minus any holds. You may click on the amount of your Available Balance for an itemization of how it is being calculated from your starting balance and for your "Accessible Balance" that includes your Personal Line of Credit if applicable.
Q: How do I notify the bank that my e-mail address has changed?
A: When you are logged into Exchange OnLine, choose the "Customer Service" tab and then choose "Manage Contact Information" under the Account Maintenance list.
Loans
Q: How do I figure out what my payments will be on a loan?
A: Your payments will vary depending on the rate you are offered based on your current credit score. Once you know the rate, you can plug it into our convenient loan calculator, along with the amount of time you will take to pay back the loan. This will estimate the monthly payment for you.
Q: Is there a pre-payment penalty on mortgage loans?
A: National Exchange Bank & Trust does not have a pre-payment penalty on its mortgage loans. The customer may pre-pay any additional amount, any time and in any given year without penalty.
Q: Can I be pre-qualified for a mortgage loan?
A: Yes. National Exchange Bank & Trust will pre-qualify a customer at no charge. The lender will advise you of the amount you could qualify for pending a verification of your pre-qualification application. You may use our online loan application to obtain pre-approval.
Q: Are mortgage rates for National Exchange Bank & Trust posted on the Internet?
A: Click here to view our current mortgage rates, or call any office of National Exchange Bank & Trust to inquire on our current mortgage rates.
Lost or Stolen Cards
Q: What do I do if my card is lost or stolen?
A: During normal business hours, please call the bank at 1-877-921-7700. After normal business hours, please call 1-800-236-2442 for a CheckCard or ATM Card and 1-800-221-5920 for the Classic and Platinum Visa Credit Cards.
Visa CheckCard
Q: What is the Visa Extras Program?
A: Visa® Extras is a program sponsored by Visa that allows you to earn points towards rewards for using your National Exchange Bank & Trust Visa CheckCard. Groceries, dining out and filling up your gas tank can add up to points simply by using your card and signing for the purchase. You can build up points with qualifying purchases and redeem them for rewards such as retail items, movie tickets, merchandise and more. To enroll, visit www.visaextras.com or call 1-800-960-8472.
Q: What if I cannot read the three digit security number on the back of my card?
A: National Exchange Bank & Trust does not know nor have access to your CVC number. If you would like to write it down, please keep it in a safe place and do not include your card number with it. If you do not know your CVC code and cannot read it, you will need to order a replacement card from your local office to complete any transactions over the phone or online.
Q: How do I reset my PIN on my CheckCard?
A: If you know your current PIN, you may change it via Exchange Line using your card number and Exchange Line Personal Identification Number or by visiting your nearest office. If you do not know your current PIN, please request a PIN reset that will be sent via the US Mail.
Q: Why isn't my Visa CheckCard working?
A: There are a number of potential reasons why the transaction you are attempting is not being authorized. Some of them may include:
- After 12 months without being used, your Visa CheckCard becomes inactive.
- You may have accumulated more than three PIN or transaction failures. Please contact us to verify and reset.
- You may be over your card's transaction limits for the day.
- The business accepting your card over the phone may not be inputting the security code or expiration date accurately.
- Funds in your account may not be available at this time.
- Your account may be overdrawn, or you may be at your maximum overdraft limit.
If your card is not working as you expect, please contact us so we may investigate.
ACH (Automated Clearing House) Information
IAT (International ACH Transaction) FAQ
IAT (International ACH Transaction) for Corporate Practitioners
IAT (International ACH Transaction) Transaction Analysis
