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Online Banking
   
Online Banking - Frequently Asked Questions

 

 

 

NetTeller Online Banking
 

Is NetTeller™ secure?

Yes, we have several measures in place to insure the protection of our customers information.

• Secure enrollment process of new users
• Privacy of Access Codes
• Guessing is deterred and reported
• The NetTeller network is HIGHLY armed with 128 bit encryption.
• NetTeller is equipped with an automatic log off after a period of inactivity.

 

What if I want to change my Access Code?

 
You can change your NetTeller ID and Password by logging into NetTeller and going to the 'Options' section of the site. You can also call Monticello Banking Company to have your NetTeller ID and Password reset at toll-free 877-253-5981.
 

What if I lose or forget my Access Code?

 
Should you misplace or forget your Access Code, please contact Monticello Banking Company by calling toll-free 877-253-5981.
   

Can transfers be made to or from a loan account?

 
Transfers can be made to loan accounts, but transfers can not be made from loan accounts.
   

What are Inclearing check transactions?

 
An inclearing check as specified on the NetTeller system is a check transaction that was deposited to a bank other than Monticello Banking Company. For example: Let's say you write a check to John Doe Enterprise for $500.00. Then John Doe Ent. cashes your check at some bank other than Monticello Banking Company. That bank then processes the check and sends it to Monticello Banking Company to be processed through our system. Since the check was deposited at another bank besides MBC then it is referred to as an Inclearing check.
   

What are DDA Regular check transactions?

 
DDA Regular Checks are checks that are deposited directly by the recipient of the checks to Monticello Banking Company.
   

Is the balance shown on the "Account Listing" page available or current balance?

 
Current balance
   

How far back can I view my account transactions?

 
90 days
 
Bill Payment F.A.Q.s
 

When and how are the payments processed?

 
Payments submitted, recurring or one time, before 3:00 AM EST Monday-Friday will be processed at 3:00 AM EST. Payments submitted between 3:00 AM EST and 1:00 PM EST will be processed at 1:00 PM EST.  Payments received after 1:00 PM EST on Monday-Thursday will be processed the next business day.  Payments received after 1:00 EST on Friday will be processed the next business day.  All payments scheduled to go on a weekend will be processed on the processing day before the weekend.  All payments scheduled to go on a holiday will be processed the day before that date.  Payments entered on the weekend, recurring or one time, will be processed on the next business day.
   

How will online bill payments be sent?

 
Either by check or electronically. The method that is used depends on how the recipient of the payment is setup to receive payments. When you set up a new payee the system will specify how the payee is setup to receive payments.
   

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

 
If a SCHEDULED payment falls on a holiday or weekend, it will be paid on the Friday BEFORE the weekend, or the last working day BEFORE the holiday.
   

Can I use Online Bill Payment if I live outside the U.S.?

 
Yes, as long as you have a bank account in the United States.  However, you cannot pay bills to payees located outside the United States.
   

Can I get a copy of a cancelled check?

 
Yes.  You will need to contact the bank for this information.
   

How long is history retained in the View Payment History section?

 
Payment history for active and deleted payees is retained and viewable 19 months.
   

How far in advance should I set up a payment to ensure it is paid on time?

 

For an ELECTRONIC PAYMENT, allow 3 business days from when the payment is submitted.
For a CHECK payment, the check will be in the mail on the same day the payment is submitted if it is submitted before the 3 a.m. processing.  If the check payment is entered before 1:00 EST, the check will be mailed the following morning.  Allow 5 to 7 business days for a check payment.

Please note that we have no control over the U.S. Postal Service.

   

Are there minimum and maximum payment amounts?

 
Electronic payments are validated against the available account balance prior to processing, and check payments settle against your account like any other check, therefore, there is no dollar limitation on payments made through PowerPay.  You are limited only by the amount of funds in your account.
   

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

 
At this time, there is nothing that checks for multiple payments for the same amounts going to the same vendor on the same day.
   

Can I stop a payment?

 
Only check payments can be stopped after the check is printed and mailed, payment history will show the check number for that payment. The stop payment would be added in the same manner as for a regular check written out of your checkbook.
   

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.
   

What do the status fields indicate on the Payment History Page?

 

Processed - The payment has been processed and sent.

Rejected NSF-The payment that you have tried sending has rejected due to Non-sufficient funds.
NSF payments will keep trying until one of the following happens: the funds become available; if it’s a recurring payment and it expires, or if you delete the payment. 

Communication Failure-There was an error due to communication problems. The payment will try again during the next processing run.

Vendor Refund - Payment rejected at the electronic vendor.
   

How many payees may I have set up?

 
There is no limit to the amount of payees you can set up through the Internet.
   

Can I edit Payee addresses?

 
No.  Once an address is entered it stays with that payee.  If you need to change an address it will be necessary to recreate the payee using the new address.
   

How do I know if a payee is electronic or check?

 
Once you have set up the payee, then you can look at the PAYEE LIST screen and you will see a field that will tell you if the payee is electronic or check.
   

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

   

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.
   

Can I post date 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.
   

Can I post date a single payment?

 
Yes. Just set the payment date for a valid future date.
   

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.  Memo field information will not appear on electronic payments.
   

Are there any merchants that I cannot pay through the Bill Payment service?

 
No.  Any merchant that is on electronic payee database can go electronically.  If a merchant is not on the list you may send the payment as a check.  Make sure that you enter your merchant account number exactly the way it appears on your bill. If you choose a merchant on the electronic database that requires an address match, choose the correct remittance address listed on your bill.
   

When will the money be taken out of my account?

 

For an ELECTRONIC PAYMENT, funds are debited the same day that the payment is sent, providing it is sent by 1:00 PM EST.  Electronic payments submitted after 1:00 PM EST are debited the next day during bill pay processing.

CHECK payment funds are debited from the account when the check clears your account at the bank.

   

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

 

CHECK payments are handled in the same manner as a check written out of your checkbook against an insufficient balance.

ELECTRONIC payments are verified for funds availability during processing.  If the funds are available, the account that you selected for the payment will be debited and the information sent on to the electronic vendor for processing.  If the funds are not available, the payment will not be processed and you will receive a message to inform you that the payment could not be sent due to insufficient funds.  Each day the payment will be resubmitted for you until either you delete the payment or the funds are in the account to make the payment.

   

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

 
You may add, edit, or delete a payment up to 3:00 AM EST on the day the payment is scheduled to be sent. If a same day payment is submitted between 3:00 PM EST and 1:00 PM EST it may be edited up until 1:00 PM EST.
 
   

What happens to a payment that is mailed to an incorrect address?

 
The payment will either be returned directly to the sender or to the processing center depending on the volume of payments submitted to the payee on the processing date.
 
 
Mobile Banking F.A.Q.s

What are the restrictions on the type of mobile devices that can be used to access accounts?

The JHA mobile solution is phone device agnostic. It works with any web-enabled mobile phone device whose network allows secure SSL traffic.
 

What functions can I perform from my mobile device?

Provided that MBC has given you access, you can:

• View Transaction History
• View Account Balances
• Transfer Funds between accounts
• Pay Bills to existing Payees
• View Alerts

 

How do I know if my transfer or bill payment was entered successfully?

Each time you make a transfer or bill payment, a confirmation SMS Text Message will be sent to your mobile device.  If you do not receive a confirmation text message, double check to make sure the transaction went through.
 

What if I no longer want to be a mobile user?

Log in to NetTeller and Select Options > Mobile Settings > Deselect Activate Mobile Banking Access > Click Agree.
 

What happens if I lose my mobile device?

Since your account data is not stored on your mobile device, your information cannot be stolen.  When you replace your device, simply edit your Mobile Settings and make any changes to the Wireless Provider and/or Phone Number.
 

Why can’t I add a new payee?

Functionality is limited to sending payments to already established payees.  To add a new payee, log in to the online banking site, select Bill Payment, and add a new payee.  You can then submit payments to that payee via your mobile device.
 

What happens if I lose communication/signal during a transaction?

When you complete a transaction from your mobile device (bill payment, funds transfer, etc.) you will receive an SMS Text Message as confirmation that the transaction was successful.  If you do not receive this message due to a dropped call or lost signal, check your accounts and re-submit any transactions that did not process.
 

What do I need to do if I get a new phone?

If you simply get a new phone, but are using the same phone number and provider, no changes on your part are necessary.  If you switch providers and/or phone numbers, log in to your NetTeller account via the Internet and update your information on the Options > Mobile Settings page.  You will not receive SMS Text Messages regarding Mobile Banking transactions if your phone number is not correct.
 

How can I search for a transaction?

You will only be able to view 15 days worth of transaction history on your mobile device.  There is not a search feature.  
 

Can I use any mobile device to access my accounts?

Yes.  You can access your accounts via any mobile device that is web-enabled and allows secure SSL traffic.  The only difference is that SMS Text messages will be sent to the device entered when enrolling for mobile banking, not any device from which you perform a transaction.
 

Can I add a new Bill Payment Payee via mobile banking?

No.  You can only add payments to payees already established through your traditional Internet-based NetTeller ID.
 

How do I delete a Bill Payment that I set up through my mobile device?

You must log in to the Internet-based NetTeller ID and delete the payment from the main menu of the Bill Pay module.
 

When I try to enter an amount for a bill payment or transfer, I can’t enter any numbers, only letters.  Why?

Check your phone’s settings to make sure you don’t have Alpha-only enabled on the keypad.
 

What if I can’t get my mobile device to work with Internet Banking?

There are a number of reasons that you may experience trouble accessing the mobile version of Internet banking on your phone. To use the mobile version, your phone will need to meet the following minimum requirements:

• You must first enroll through traditional Internet banking before you can gain access.
• Your mobile device must be web enabled.
• Your mobile network must allow secure SSL traffic. (You may need to contact your mobile provider to determine this.)

 
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