Frequently Asked Questions

Online Banking

1. What is online banking?
   Online banking allows you to use a personal computer with an Internet connection to conduct your banking.

2. What is required to use online banking?
   You can use any computer that has Internet access. All you need is a secure browser that supports 128-bit encryption, such as Microsoft Internet Explorer®, Netscape Navigator® or America Online®.

3. What features can I utilize through online banking?
   You can view account balances and transaction history, transfer money from one account to another, download transactions to your Personal Banker and much more. Check out online banking to see all the features and how you can personalize your online banking experience.

4. How current is my banking information?
   Your account information is updated every business day with new transactions that were posted to your account from the previous business day.

5. What software do I need to download my financial information?
   Online banking supports downloads to Quicken™, Microsoft Money™ or as a comma-delimited text file.

6. What accounts will I be able to access through online banking?
   You can access your checking, savings and loan information, as well as the stocks in your online portfolio.

7. How do I access online banking?
   Complete the registration form and submit it to us. You will need a password to access the service for the first time. You may contact us by telephone or wait for your password to be mailed to you.

8. What happens if I forget or lose my password?
   Simply call us at (904) 348-3100 and, after asking a few confidential questions, we will provide the information necessary to get you back into the system.

9. How safe is my account information?
   Advanced security technology that incorporates full RSA data encryption is used to ensure the security and privacy of transactions. Our system utilizes firewalls and trusted operating systems so that your account information is protected.

10. How do I enroll?
    You will receive an email reminding you to complete the registration process.

11. Is any of my personal information stored in the online banking product?
    The online banking product stores your User ID, password and user preferences. If you keep a stock portfolio, that information is also stored.

12. How much account information can I view at once?
    The system will automatically show the current month's transactions and information. However, by selecting User Preferences, you can choose to view the current month and the previous month. Or, you can choose to view your account from the current date to same date of the previous month.

13. Can I view my account details in more than one way?
    Yes, you can view your accounts by date, check number, payee, amount or balance in ascending or descending order.

14. Can I schedule future transfers?
    Not at this time, but in the future you will be able to schedule open, future and recurring transfers.

15. How many stocks can I track in my online portfolio?
    Up to 20.

16. Is there a demo available for me to try?
    Yes, we have a demo site that is part of the online banking package.

17. How long can I be inactive before being logged out of online banking?
    The inactivity time out default is set for 20 minutes. However, the end-user can define the timeout period in the User Options area for 5, 10, 20, 45 or 60 minutes.
    

Internet Security Tips
The online banking service has several effective security techniques that we encourage you to implement when you use the service:

• Never reveal your password to anyone or leave your password anywhere that someone else can obtain and use it.

• Change your password on a regular basis.

• Use the Exit button to end each online banking session. Do not use the Back button to exit the site.

• Change your session timeout in User Options to a time that meets your needs.

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Bill Pay

1. How much does it cost to pay my bills online?
   Online bill pay is available at no charge to customers.

2. Is it possible to schedule recurring payments?
   Yes. You can schedule weekly, semi-monthly and monthly recurring payments. The final payment of a recurring payment scheme is designated by a 'Final Payment Date.'

3. How do I register for online bill payment?
   You can easily register for bill payment online.
   
   The first time you attempt to access the bill payment section of online banking, you will be prompted to begin online registration. You are first requested to read and accept the authorization disclosure. Failure to accept the disclosure terms prevents the registration process from proceeding. Once the disclosure is agreed to, you may complete the online registration form. The registration form is then forwarded to us for review. We are responsible for checking the information on the form and for assigning you a payment plan. The registration information is then transmitted to Metavante Corporation for their approval process. After the application is approved by Metavante, they will send an acceptance 'welcome letter' to you via regular mail. You should receive the welcome letter within 8-10 business days. It contains a temporary Account ID. Approximately two business days later, a separate letter containing a Personal Security Code is delivered. The Account ID and Personal Security Code are only used to allow access to the bill payment feature the first time. After that, access to bill payment does not require a separate log-in.

4. When I add a new payee to my bill payment account or change my account number, how quickly will the change take place?
   Changes are implemented virtually instantaneously.

5. Can I receive an annual summary of my bill payments sorted by category or payee?
   Not at this time.

6. Can I use online bill payment with all my accounts?
   Only checking accounts can be used for bill payment purposes.

7. When can I start using online bill payment?
   You can begin bill payment once you have received both your Account ID and your Personal Security Code. These items are required at the initial bill payment log-in screen.

8. When is bill payment available?
   You can schedule payments 24 hours a day, seven days a week.

9. Are my bill payment transactions reflected as online banking transactions?
   All bill payment transactions become part of the online banking transaction history and show up in personal financial management applications when the transaction history is downloaded.

10. How do I add new payees?
    You can add payees by accessing the Add Payee screen. New payees will be added to the payee list immediately.

11. Can online bill payment be used when I am out of the country?
    Bill payment provides you with peace of mind when you are traveling for an extended period of time. All you need is access to the Internet with a secure browser and you can pay your bills while out of the country. Payees must be located within the United States and its territories.

12. Is there a limit to the number of bill payment accounts I can set-up?
    Yes, you are limited to one online bill payment account.

13. Who can be paid using the online bill payment system?
    Anyone in the United States and its territories who can accept a check can be paid using the bill payment system. You can pay practically anyone – charge accounts, utilities, auto loans, professionals, even a lawn service or a relative. However, tax payments (such as federal, state and local) and court-directed payments (such as alimony and child support) cannot be processed through our online bill payment system.

14. Can I pay my bills on the weekend?
    You can set up your payments during the weekend. However, the system will prohibit you from scheduling a single payment and the first of a recurring payment on the same weekend. This is because payments scheduled for the weekend are always processed on the Friday before. Therefore, when scheduling payments on a weekend, the first day that you can schedule payments (single or recurring) is the first business day following the weekend.
    
    Generally, single or recurring payments that fall on a Saturday, Sunday or bank holiday are processed on the previous business day and are debited from your account within two business days. If a bank holiday falls on either a Friday or Monday, the debit will occur within three days.

15. If I schedule multiple bill payments for a single day, how will my account be debited - as a lump sum or separately?
    Each bill payment is debited separately.

16. What if I do not have sufficient funds when the bill payment debits my account?
    Following is a summary of Metavante Corporation's Insufficient Funds procedure:
    
    A block will automatically be placed on all accounts that have an ACH debit returned to bill payment services. No additional bill payments will be processed until the account is properly funded and the return(s) cleared. If a payment request is received while the account is blocked, a letter will be sent notifying you that the payment(s) will not be processed. A copy will also be sent to the Financial Institution. For further information, click here.
    
    Upon the first return, Metavante will automatically re-send all ACH returns under $100.00. Exception: debits for payments in which the credit portion was sent electronically will be resent regardless of the dollar amount without financial institution verification.
    
    Metavante will contact the financial institution to verify all returns exceeding $100.00. If funds are available, they will re-send the return(s). If funds are unavailable and if the payment was made by check, a stop payment will be placed.

17. Are all debits and credits sent out at the same time?
    Yes, they are all sent out at the same time.

18. How is my account debited?
    Your account is debited via ACH.

19. What is ACH?
    Automated Clearing House is a funds transfer system that provides for the interbank clearing of electronic entries for participating financial institutions.

20. If I make an error in selecting an electronic payee and it results in a late fee, am I responsible for the charges?
    If you select an electronic payee with an address that is different from that indicated on the payment coupon, then you are responsible for the late fee. You always have the option to manually enter a different address for a payee.
    
    If you select an electronic payee with the address which matches that indicated on the payment coupon and Metavante routes the payment incorrectly, then Metavante will take responsibility for the late fee.

21. How do I place a 'stop payment' on a bill payment?
    A payment may be edited or deleted anytime before the process date. Payments that have been remitted electronically cannot be stopped.

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