Frequently Asked Questions (FAQ)

1. What is my balance?

You can view your balance by logging onto our 24/7 online banking program at www.citizensedmond.com. Once you login, you will be given both a current balance and an available balance. The available balance reflects any transactions that have occurred during the present business day that have not yet officially posted to your account. Note: All transactions that are reflected in the available balance will post at midnight of that day.

2. I made a deposit at one of your branches on Saturday. Why is not showing on my account yet?

Any transactions done over the weekend (Saturday and Sunday) are actually done on Monday’s business day. You will see the deposit post to your account Monday at midnight.

3. I have been locked out of my online banking. Can you reset me over the phone?

Due to policies enacted to protect your safety as our customer, we are not allowed to reset online banking accounts over the phone. We will need you to fill out a reset form with a signature and return it to us by fax, email (if you have a scanner that can send an image of the form with your signature), or by bringing the form into one of our branches. When you are reset, your login ID will revert back to the original 12-digit number that was mailed to you when you signed up for online banking and the PIN will be the last 4 digits of your social security number (tax ID number for businesses). Fortunately, we now have the capability of letting you reset yourself online. When you are logged back into your main screen, you can go to your Options tab, then fill in the spaces next to Personal Question and Personal Answer (question and answer can be anything you want). Once you have submitted the question and answer, you will be able to reset yourself online if you ever are locked out of online banking in the future. When the screen saying you are locked out is displayed, just click the Reset Password icon in the upper right-hand corner and follow the instructions.

4. How did I get locked out of online banking?

The only way you are locked out of online banking is if your password is entered incorrectly 3 times. Note: The password does not have to be entered incorrectly 3 consecutive times. It starts from the first time it is incorrect, which could have been when you entered it wrong once and corrected it in the past.

5. Why is my debit card not working?

There are a few reasons that your debit card may not be working at the present time:

• The magnetic stripe could be too worn and is simply not reading anymore, or it was swiped too fast and was accidentally de-magnetized.
• You may have outstanding transactions on your card that have not posted to your account on our main system yet, which is why you could check your online banking or call our Operations department and we give you a balance that says you have enough money for a particular transaction.
• If you are trying to use your card for more than $400 at an ATM or for more than $1500 at a retail location, it will be declined because you have exceeded the preset limits on the card. If you would like to see if your card limit can be raised, you may visit with any of our loan officers. Note: International customers without a social security number that have a debit card have a preset limit of $250 at both ATMs and retail locations.
• Your card expiration date is being entered incorrectly.
• Your PIN is being entered incorrectly. If you need to change your PIN, you may come into any of our branches and use a PIN machine to change your PIN. You do not need to know your current PIN in order to change the number.

6. How much is my direct deposit?

You can view the amount of your direct deposit by either logging onto your online banking or by calling our Operations department Monday-Friday from 9:00 a.m. – 5:00 p.m. Note: If your direct deposit has arrived but has not yet posted to your account, you may see it on your account labeled as “ACH Processing” until midnight when the deposit posts.

7. How am I overdrawn and can you refund the charges?

You become overdrawn when an item (check or electronic) tries to clear your account, but the balance is not large enough to cover the item. When this happens, the item(s) are then considered insufficient funds, and an insufficient funds charge is applied to each item that cannot clear your account. This can cause your account to become overdrawn (depending on your remaining balance after the charges have been assessed). Also, everyday that your account is overdrawn (starting from the day the negative balance begins) you are charged a daily overdraft fee. Unless it is the first time for you to be insufficient or if a bank error caused you to be overdrawn, we will not be able to refund the charges.

8. What has paid on my account and is there anything coming in today?

When checking your account, anything that says “ACH Processing”, “Vertex Tran”, “Inquiry credit post”, or “Inquiry debit post” will be items that are posting at midnight of that day. We are unable to see if checks are going to post to your account until they actually do post. Feel free to contact our Operations department from 9:00 a.m. – 5:00 p.m. Monday – Friday to check on inclearing items.

9. How may I know if my wire has come in yet?

You may contact our wire department from 9:00 a.m. – 5:00 p.m. Monday – Friday to see if we have received a wire transfer deposit to your account. Also, you can check online banking (Note: if the wire manager has memo posted your wire deposit to your account, it will be showing as “Inquiry credit post”).

10. Can I make a transfer over the phone?

You can call our Operations department from 9:00 a.m. – 5:00 p.m. Monday – Friday to make a telephone transfer. There will be a telephone transfer fee assessed for this service. Note: Customers with Premier checking accounts are exempt from the transfer fee. You may also avoid transfer fees by coming into one of our branches to make a transfer in person, or by using the transfer abilities we offer through online banking.

11. Why can I not get the last five transactions on Telebanker?

If the statement cutoff date has occurred for your type of account, then the past information on Telebanker will already be deleted. You may get the information by either using online banking or by contacting our Operations department.

12. Can I activate my debit card over the phone with you?

As part of our commitment to protecting your identity as our customer, we are not able to activate debit cards over the phone. You may either call the toll-free number located on the debit card when you receive it in the mail, or you can visit any one of our branches between from when each branch opens until 5:00 p.m. to activate the card. If you choose the latter option, you will need to have a picture ID when you go to activate your card.

13. I need to order checks; can I do that over the phone?

You may contact any one of our branches and speak to one of our personal bankers to order checks. You can also order checks online by clicking on the link available at our website www.citizensedmond.com.

14. What is a force pay debit?

This is when an item is cashed at one of our branches. If we cash any items that are drawn off of Citizens, we encode the item with a special transaction code that insures that the item will clear the account first. This is because items usually clear the account in order from largest to smallest. You could also see an item as a force post debit if you had an insufficient item that the bank decided to pay the next day.

15. What is an inclearing item?

This is any item that is going to clear your account on today’s business day. It can be seen as “ACH Processing”, “Vertex Tran”, “Inquiry credit post”, or “Inquiry debit post” if you are viewing items with online banking.

16. I’m on online banking, and I see an amount labeled Vertex Transaction. What is that?

This is any transaction that has been completed at one of our branches during the day. It could be a deposit that you made (if it includes cash or any checks drawn off Citizens), or it could be a check you wrote to someone else that has been redeemed.