Home Locations Customer Support

FAQs
 

 

 


 

Frequently Asked Banking Questions

 

Q: Are my deposit accounts FDIC insured?
A: Absolutely! Each depositor is insured by the FDIC up to at least $250,000 per account ownership category.

 

Q: How do I set up direct deposit of my payroll check?
A: It’s easy! When your checking application is approved, you will receive our routing/transit number and your account number. If your employer participates in a direct deposit program, simply provide this information to the human resources or payroll department at your company, and your direct deposit will usually begin within 30 days.

 

Q: How do I set up direct deposit of my Social Security check?
A: When your checking application is approved, you will receive our routing/transit number and your account number. All you need to do is visit a First Citizens branch location and a bank representative will help set up your direct deposit. Please make sure to have your Social Security Number with you.

 

Q: Can I get information about my account by phone?
A: Yes! Account information is available from our Customer Service Representatives Monday through Friday from 7:30am to 5pm and on Saturday from 8am to 1pm. Please call 800.321.3176 or 731.285.4410. You may also call our 24 Hour First Connection telephone banking service at 800.381.3262 or 731.286.5064.

 

Q: Is interest paid on my checking account?
A: We offer several different checking accounts, some of which are interest-bearing account. Contact us to discuss the interest-bearing account that is right for you.

 

Q: Can I do all of my banking with you?
A: Yes! Thanks to the convenience of direct deposit, ATMs and online banking, you can do your everyday banking activities whenever and wherever you like. Contact us with questions about your banking needs.

 

Q: Can I look at all of my transactions at any time?
A: Yes! With online banking, you have access to your account information 24 hours a day, 7 days a week.

 

Q: How frequently is my information updated?
A: Your account information is updated every business day with new transactions that posted to your account the previous day.

 

Q: Are wire transfers possible to and from my checking account?
A: Yes! Funds can be transferred to and from accounts by wire transfer or via ACH (Automated Clearing House) debits or credits. Contact us for details.

 

Q: How do I make a deposit to my account from a remote location?
A: You can do most of your banking by using direct deposit, ATMs or ACH (Automated Clearing House) transactions. We also offer a bank-by-mail service, which allows you to mail non-recurring deposits. Contact us for details on the method that's best for you.

 

Frequently Asked Online Banking Questions 


Q: What is online banking?

A: Online banking is a tool that allows you to use a personal computer with an Internet connection to conduct your banking online.

 

Q: What can I do with online banking?
A: You can view account balances and transaction history, transfer money and download transactions to a personal financial manager and much more.

 

Q: How current is my banking information?
A: Your account information is always up to date, reflecting transactions as they are posting to your account.

 

Q: What accounts will I be able to access through online banking?
A: You can access your checking, savings and loan accounts from the online banking service. Our online banking is intended to give you as much access, security and versatility as possible.

 

Q: How much account information can I view at once?
A: You can choose from multiple search options to view your account history. Experiment with the different options and contact us if you have any questions.

 

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

 

Q: Can I schedule future transfers?
A: Yes. You can schedule future and recurring transfers.

 

Q: When can I use online banking services?
A: With online banking, you have access to your account information 24 hours a day, 7 days a week!

 

Q: How long can I be inactive before being logged out of online banking?
A: The inactivity time out default is set for 20 minutes. After 20 minutes of inactivity, you will be logged out of online banking as a security measure.

 

Q: What is required to use the online banking service?
A: All you need to use online banking is a secure browser that supports 128-bit encryption, such as Microsoft Internet Explorer® or Mozilla Firefox®. You can use any computer or smartphone that has Internet access.

 

Q: How do I access online banking?
A: You can sign up online or call 731.285.4410 for assistance. Once you’re enrolled, you can log into online banking by visiting our website and clicking the purple Login button at the top of each page.

 

Q: Can I create my own password that is easy for me to remember?
A: Yes. You create a temporary password during the registration process. When you log into online banking the first time, you will be prompted to change your password and setup your password challenge question. Anytime you wish to change your password, you can go to “User Options” and select "Change Password".

 

Q: What happens if I forget or lose my password?
A: When you first access online banking, you have the option to setup a password challenge question. Your answers to this question will allow you to reset your password should you forget it in the future. If you choose not to use the reset password feature, you will need to call for customer support at 731.285.4410 or 800.321.3176.

 

Q: Can I create my own username rather than using my social security number?
A: Yes. After you access online banking the first time, go to “User Options” and select "Change Username.”

 

Frequently Asked Security Questions 


Q: How can I make sure no one uses my online banking credentials?

A: Never reveal your password or leave your password where someone may find it and use it. Change your password often. Always use the Exit button to leave an online banking session.

 

Q: How often should I change my passwords?
A: If you change your passwords often, it limits how long a thief could have access to your accounts. Changing passwords every 30 to 120 days is a good practice.

 

Q: Should I send account information by unsecured email?
A: No, you should never submit sensitive personal information, such as your account numbers or passwords, by unsecured email. If you get an email that requests such information, report it immediately.

 

Frequently Asked Bill Pay Questions 


Q: Is it possible to schedule recurring payments?

A: Yes. You can schedule weekly, semi-monthly and monthly recurring payments.

 

Q: How do I register for electronic bill payment?
A: Bill payment registration is easy! The first time you attempt to access the bill payment section of online banking, you will be prompted to begin online registration. Read and accept the disclosure and you’re on your way.

 

Q: When I add a new payee to my bill payment account, or change my account number, how quickly will the change take place?
A: When you update the information for the bill payment account, the changes are implemented instantaneously.

 

Q: Can I receive an annual summary of my bill payments sorted by category or payee?
A: You have the option to order a CD summary straight from bill pay.

 

Q: Can I use electronic bill payment with all my accounts?
A: No, only checking accounts can be used for bill payment purposes.

 

Q: When can I start using electronic bill payment?
A: Once you have enrolled, you will have access to pay all your bills immediately.

 

Q: When is bill payment available?
A: You can schedule payments within online banking 24 hours a day, seven days a week.

 

Q: Are my bill payment transactions reflected as online banking transactions?
A: 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.

 

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

 

Q: Can bill payment be used when I am out of the country?
A: Bill payment gives you 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. If you have set up recurring payments, those payments will be deducted automatically, so you don’t even have to think about your bills while you’re traveling.

 

Q: Is there a limit to the number of bill payment accounts I can set-up?
A: No, you can set up each of your checking accounts to pay bills.

 

Q: Who can be paid using the bill payment system?
A: Anyone in the 50 United States and territories who can accept a check can be paid using the bill payment system. You can pay almost anyone including 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.

 

Q: Can I pay my bills on the weekend?
A: 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 for which 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.

 

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

 

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

 

Q: How is my account debited?
A: Your account is debited via ACH.

 

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

 

Q: If I make an error in selecting an electronic payee and it results in a late fee, am I responsible for the charges?
A: 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 that matches that indicated on the payment coupon, and M&I routes the payment incorrectly, then Metavante will take responsibility for the late fee.

 

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

 

Frequently Asked Mobile Banking Questions

Q: How much does this service cost?
A: There is currently no charge associated with the service. However, there may be charges associated with text messaging and data usage on your phone. Check with your wireless phone carrier for more information.

 

Q: Is mobile banking secure?
A: Yes, the mobile banking service utilizes best practices from online banking, such as HTTPS, 128-bit SSL encryption, PIN, or password access and application time-out when your phone is not in use. Only the phones that you personally enroll in the service can access your accounts. In addition, no account data is ever stored on your phone. And in the event your phone is lost or stolen, the service can be immediately disabled by either going online to the mobile banking enrollment website or calling us.

 

Q: I’m not enrolled in online banking. Can I still use mobile banking?
A: You must first enable your bank account(s) for online banking before using mobile banking.

 

Q: How do I activate my phone?
A: Activation is a one-time process that helps ensure your security. Once you have an established OLB user ID and password, you can enroll in mobile banking directly from your device by answering a series of Out-of-Wallet Authentication questions.

 

Q: How do I access mobile banking on my phone’s browser?
A: Visit www.FCNB.mobi to access mobile banking through your browser.

 

Q: How do I sign up for mobile banking?
A: Once you have an established OLB user ID and password, you can enroll in mobile banking directly from your device.

 

Q: I activated mobile banking on my phone’s browser. Why am I being asked to activate again?
A: At the time of activation, a "cookie" is stored on your phone’s browser which allows the mobile banking system to remember that you activated. Some phones may require you to enable cookies or periodically erase them, requiring re-activation. If you are experiencing this issue, check your phone settings to ensure that cookies are enabled. If enabled and the issue persists, consider using an alternative mobile web browser with strong cookie support.

 

Q: How do I optimize my mobile web experience?
A: Ensure your phone’s browser has cookies enabled. In addition, enable stylesheets for the best viewing experience.

 

Q: What is text banking?
A: Text banking gives you access to your accounts via text (SMS) messages on your phone. It’s a fast, easy way to look up account balances or recent account history by sending a text command to a shortcode.

 

Q: Can I use both text banking and mobile banking on my phone?
A: Yes, you can use both options from the same phone. To do so you will need to activate each option on your phone prior to use.

 

Q: Is text banking supported on my phone?
A: Text banking will work on any text message (SMS) capable phone from one of our supported carriers.

 

Q: Will I receive unsolicited text messages?
A: No. You will only receive messages when you specifically request them with one of the text banking commands or if you subscribe to mobile alerts.

 

Q: What are the Text Banking commands?
A:

FUNCTION COMMAND DESCRIPTION
Balance B Summary of available balances for all accounts
History H Summary of recent transactions per account
Command C List of available Text Banking commands
Help HE Help content for Text Banking
Login L Receive a URL for the FIS Mobile Browser website
Recover R Receive a URL and new activation code for the FIS Mobile Browser web site
Stop S De-activate all FIS text services

NOTE: You can check for additional available commands by activating your phone and sending C to 79680.

 

Q: I enrolled my phone number but did not receive a text message. What should I do?
A: Typically you should receive a text message within a few minutes after enrolling, however sometimes mobile carriers experience delays which slow down text message delivery. While waiting, make sure you phone has wireless signal. In addition, be sure you entered the correct phone number on the enrollment site. If you still do not receive it, contact your wireless carrier to be sure text messaging is enabled on your phone.

 

Q: I received an activation code but never used it. What do I do now?
A: Activation codes expire after a specific period of time (usually 12 hours). If you need a new one, return to the mobile banking enrollment site and request a new activation code.

 

Q: What happens if I get a new phone or change phone numbers?
A: If you get a new phone or change phone numbers, be sure to return to Mobile Banking website via your PC and update your phone profile in the Mobile Banking Center. We recommend removing your old phone and re-enrolling your new phone.

 

Q: Can I use mobile banking or text banking on more than one phone?
A: Yes. Visit the Mobile Banking Center and simply enroll (and then activate) another phone number.

 

Q: What if my device is lost or stolen?
A: If you are concerned about misuse of your phone, contact your mobile service provider immediately to stop all wireless service. Additionally, sign on to online banking and disable or remove your phone.