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Online Banking Frequently Asked Questions

 

About Online Banking

Q. What is Online Banking?

A. Online banking is a free service for customers of ProBank that allows our customers to bank online and pay bills from any computer that has Internet access. You can check account balances, transfer funds, view images of account items, send and receive secure messages and more. Our online banking allows you to get up-to-the-minute information about all of your accounts 7 days a week / 24 hours a day. Just visit one of our branches to set up your ProBank account with Online Banking.

 

General Information

Q. Who can I pay through Bill Payment?

A. With the exception of government agencies (from local to federal), you can pay anyone in the United States from your next door neighbor, the utility company, the bank, and even a child in college across the country.

 

Q. How late in the day can I enter, edit, or delete a payment?

A. Bill payments are processed twice a day. The first time is 1:00 PM (Eastern Time), the second time is 3:00 AM (Eastern Time). You may add, edit and delete up to just before the processing time.

 

Q. What happens if I have a scheduled payment that falls over a weekend or holiday?

A. Scheduled payments that fall over a weekend or holiday will be processed the day before the weekend or holiday. Any new payments input during a weekend or holiday that you want sent out immediately will process on the next business day.

 

Q. Are there any merchants that I cannot pay through the bill payment service?

A. Yes. You cannot pay any government agency (from local to federal), and you cannot have any payees outside of the United States.

 

Q. Can I use Online Bill Payment if I live outside the United States?

A. Yes, as long as you continue to have your account here at ProBank and the payments you create for online bill payment will be sent to a payee in the United States.

 

Q. Can I get a copy of a cancelled check?

A. Yes, there are two ways you can do this.

  1. The first way costs you nothing. As long as the check is available in your online banking history, you can open the image simply by clicking on the check number. From this point you can select to print the image.
  2. The second way may have fees associated with it. You can contact any ProBank customer service representative to assist you in obtaining a check copy.

 

Q. How long is history retained in the VIEW PAYMENT HISTORY section?

A. Payment histories are kept for one year.

 

Q. What happens if I lose or forget my ID or PIN?

A. If you lose or forget your ID, you may call one of our Customer Service Representatives at (850) 681-PRO1 (7761) and with proper identification, your ID will be given to you. If you lose or forget your PIN, you must follow the same procedure and a new PIN will be generated for you.

 

Payee Information

Payee, a definition

- A payee is anyone to whom you would pay a bill or send a check. The most common payees include utility companies, your landlord, mortgage company, department stores, and credit card companies.

 

Q. How many payees may I have set up?

A. You may have up to 99 payees.

 

Q. How do I know if a merchant is electronic or check?

A. Once you have set up the vendor/merchant, then you can look at the VIEW PAYEES screen and you will see a field that will tell you if the vendor is electronic or check.

 

Q. When will the money be taken out of my account?

A. If the payment is electronic, it will be withdrawn out of your account on the scheduled date at either 3:00 AM (Eastern Time) or 1:00 PM (Eastern Time). If the payment is by check, payment will be withdrawn when the physical check clears your account.

 

Q. What if I do not have enough money in my account?

A. If the payment is electronic, the system will not take the money out of your account until the funds are available. It will continue to check your account at 3:00 AM (Eastern Time) or 1:00 PM (Eastern Time) looking for the funds to send the payment. If the payment is by check, the system will generate the check (just as if you wrote the check yourself) and send it off. You need to be sure you have the available funds in your account to cover that check or you will be responsible for any NSF fees associated with the payment. Should we choose to return that check, we may suspend your bill pay service.

 

Q. Can I edit vendor addresses?

A. No. You will have to set up a new vendor with the correct address and delete the old one.

 

Q. Can I set up recurring payments?

A. Yes. You can set up recurring payments in the following frequencies:

  1.     Weekly
  2.     Semi-Monthly
  3.     Monthly

The payments will remain in the system and send out on the schedule you set up as long as you continue to have an active Online Banking account. Online banking can become dormant due to inactivity (not logging in) for 120 days and your online banking account will be automatically deleted for your protection.

 

Q. Will the memo field that I fill out when setting up a payment be passed on to the merchant?

A. No. The memo field is for your personal records; however, the account number that you entered when you added the payee to your Personal Payee List is printed on the check. This allows the payee to know which account to apply the payment.

 

Payment Information

 

Due Date

- The due date is the day your payment must be received by the payee, not including your grace period. The due date is usually located in the bill you receive in the mail from the payee.

 

Q. How far in advance should I send out a payment to insure it is paid on time?

A. Check payments should be scheduled 10 business days in advance of payment due date. Electronic payments should be made 4 business days prior to the payment due date. *NOTE – you may want to send out a check payment to yourself so you can see how the system works.

 

Q. Are there any minimum and maximum payment amounts?

A. Yes. The minimum amount you may make a payment for is $0.01 and the maximum amount can be up to $99,999.00.

 

Scheduled Date

 

The scheduled date is the day you would like ProBank Online Banking to start the process of sending your money to the payee.

 

Q. How far in advance can I schedule payments?

A. You may schedule payments well in advance of the first due date – over a year! Recurring payments can have an end date of any year in the future, and they will attempt to process automatically as long as you have an active online banking account. Online banking can become dormant due to inactivity (not logging in) for 120 days and your online banking account will be automatically deleted for your protection.

 

Q. Can I have multiple payments to the same payee on the same day?

A. Yes. You can make multiple payments to the same payee even in the same amounts. The system has no way of knowing if the duplicate is a mistake or a true error so proceed with caution when making multiple payments. The system WILL process them!

 

Q. Can I stop payment?

A. If it is an electronic payment and it has been processed, you cannot stop payment on that item. If it is a check payment, you are able to place a stop payment on that item using the stop payment function on ProBank Online, or contact a Customer Service Representative to assist you. There are fees associated with placing a Stop Payment.

 

Q. On the Payment History page, what does the “Status” field indicate?

A. The following is a table of the available status values and their associated definitions:

 

Status Value Definition

 

PENDING - The payment has been processed, but not yet sent

PROCESSED - The payment has been processed and sent

HOLD - The payment has a research request on it. This usually means the payment is incomplete, but can be processed when the issue is resolved.

STOPPED - The consumer has or the Bill Payment service has stopped the payment and the payment cannot be processed again.

 

 

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