Frequently Asked Questions

In an effort to assist RFCU's members, we have compiled a list of Frequently Asked Questions. Please click on the topic that you would like to view from the list below.

Banking Online Banking Bill Pay Interbank Transfer DeposZip™

Frequently Asked Banking Questions

Q: Are my deposit accounts insured?
A: Yes! Deposits are fully insured up to the legally permissable deposit limits allowed by Massachusetts regulations.

Q: How do I set up Direct Deposit of my payroll check?
A: After your checking application has been approved, you will receive our routing and 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 thirty days.

Q: How do I set up Direct Deposit of my Social Security check?
A: After your checking application has been approved, contact Social Security at 1-800-772-1213. You should have your checking account number (you can find this by looking at your statement or one of your checks-it is the second set of numbers on the bottom of your check) and our Routing number 211373348 ready when you call.

Q: Can I get information about my account by phone?
A: Yes! Account information is available from our Member Service Representatives during business hours or at any of our branch offices.

Q: Can I do all of my banking with you?
A: Yes! Thanks to the convenience of Direct Deposit and ATMs, everyday banking activities can be performed on your own time.

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!

Frequently Asked Online Banking Questions

Q: How do I access a History of my account?
A: To see a history of transactions that have been processed to your account, on the Account Access screen, click on the account under the Account Title column.

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

Q: How much does Internet Banking cost?
A: It's free. Currently there is no charge for accessing Internet Banking.

Q: What can I do with Internet Banking?
A: You can view account balances and transaction history, transfer money, and download transactions to a personal financial manager and much more. Check out the Internet Banking Demo to see all the features of Internet Banking and how you can personalize your online banking experience.

Q: Is any of my personal information stored in the Internet Banking product?
A: Yes, the Internet Banking product stores your User ID, password and user preferences. If you keep a stock portfolio, that information is also stored.

Q: How current is my banking information?
A: Most transactions, whether on-line or at a branch, are posted live to your account. Exceptions would be credit card or non-PIN based debit card transactions. At times, we will bring the Internet Banking service off line for system maintenance. Normally, system maintenance will occur at night and for only 30 minutes or less. If you experience prolonged unavailability, please contact a Member Service Representative during regular business hours.

Q: What accounts will I be able to access through Internet Banking?
A: You can access your checking, savings, investment and loan accounts from the Internet banking service. Our Internet Banking Product is intended to give you as much access, security, and versatility as possible. However, due to federal regulations, Passbook Savings accounts are classified as non-transactional accounts; therefore they are unavailable for online transactions.

Q: Will I be able to access joint accounts?
A: If both owners of a joint account are signed up for Internet Banking, both owners will have to ability to view, access and transfer funds between joint accounts. This includes transferring funds between a joint account and an individual account you are an owner of. For example, you will be able to make a loan payment from a joint checking account to a loan that is in your own name.

Q: How much account information can I view at once?
A: 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.

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: What formats can I download my transaction history in?
A: Internet Banking supports downloads to Quicken™, Microsoft Money™ or as a comma-delimited text file.

Q: Can I schedule future transfers?
A: Yes! Click on Scheduled Transfer at the top of the Account Access screen.

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

Q: Is there a demo available for me to try?
A: Yes, we have a demo site that is part of the Home Banking package.

Q: How long can I be inactive before being logged out of the Internet Banking product?
A: The inactivity time out default is set for 20 minutes. However, you can define the timeout period in the User Options area for 5, 10, 20, 45 or 60 minutes.

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

Q: How do I access Internet Banking?
A: You must first complete the Internet Banking registration form and submit it to us. Once your registration is received we will process your request. You will need a password to access the service for the first time. You must have an existing checking, savings or loan account before banking online.

Q: Can I create my own password that is easy for me to remember?
A: Yes, after you use your assigned password to log-in for the first time, you can go to User Options and change your password.

Q: What happens if I forget or lose my password?
A: Just call us and we will take you through the steps needed to get back into the system immediately!

Frequently Asked Bill Pay Questions

Q: How does bill payment work?
A: To help you understand the process, we have provided a diagram.

Q: How much does Bill Pay cost?
A: Bill Pay is a FREE service.

Q: How do I sign up for Bill Pay?
A: The first time you attempt to access the bill payment section of Internet 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. After you have read and accepted the authoriztion follow these steps:

1. Sign into Online Banking
2. Click on the "Bill Pay" tab
3. Click "Sign up for Bill Pay"
4. Fill in requested information
5. Click "Continue"

After your application is submitted, you may begin using the Bill Payment service.

Q: How do I make Bill Payments?
A: You must add "Payees" to your account information before
you can schedule any payments.

To add a payee:

• Sign into Online Banking
• Select the "Bill Pay" tab
• Enter name of payee in the "Pay Someone New" and then click on "Add"
• Enter the appropriate information
• When you are finished select "Continue"
• Select "Make Payments" to pay this payee.

To make a payment:

1. Select the "Bill Pay" tab
2. Enter the amount you would like to pay next to the appropriate Payee
3. Select the Payment Date
4. Choose "Pay" to the right of the Payment Date
5. Write the payment information in your checkbook register

You can check back to confirm that your payments have been processed or to see what's pending. Your Payee Information will be saved. The next time you pay a bill, you'll only enter the payment amount and the date.

Q: Is it possible to schedule recurring payments?
A: 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.'

To schedule recurring payments follow these steps:

1. Select "Bill Pay" tab after you have signed in to Online Banking.
2. Click on "Payees."
3. Double click on "Payee Name."
4. Scroll down to payment options.
5. Fill in appropriate information.
6. Click on "Save Changes."

Q: When I add a new payee to my bill payment account, or change the account number of an existing Bill Pay Payee, how quickly will the change take place?
A: Once the payee information has been added/updated on the bill payment account, the change is implemented almost instantly.

Q: Can I use Bill Pay 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: You can begin bill payment once you have been approved and set up to use the service.

Q: When is bill payment available?
A: You may schedule payments 24 hours a day, 7 days a week except when our Bill Payment vendor Metavante is performing weekly maintenance Sunday mornings between 1:30am and 4:00am PST. However, payments are not processed on weekends and holidays.

Q: Are my bill payment transactions reflected as Internet Banking transactions?
A: All bill payment transactions become part of the Internet Banking transaction history and show up in personal financial management applications when the transaction history is downloaded.

Q: Can bill payment be used when I am out of the country?
A: 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 you bills while out of the country. Payees must be located within the 50 United States and Territories.

Q: Is there a limit to the number of bill payment accounts I can set-up?
A: No, you can add additional Funding Accounts for your Bill Pay. Please send a request using our Secure Email form located under Contact Us to do so.

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 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.

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 following business day. 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 following 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 to five 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: What if I do not have sufficient funds on the day the bill payment provider debits my account?
A: Following is a summary of Metavante's Insufficient Funds procedure:

• A block will automatically be placed on all accounts that have an ACH debit returned to bill payment services. If you have multiple funding accounts, please be aware that they will all be blocked. No additional bill payments will be processed until the account is properly funded and the return(s) cleared. You will receive a message stating that you have insufficient funds.

• Please be aware of the following once the return(s) is cleared and the block is lifted:

• Recurring payments are reinstated. Future dated recurring payments will be processed. However, any instances of the recurring payment that occurred during the blocked period are not re-sent and remain cancelled.

• Single payments, even if scheduled to be processed for a date well into the future, remain cancelled and you will have to reschedule them if you want them to be paid.

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 which 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 Metavante 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 anytime before the "process date." Payments that have been remitted electronically cannot be stopped.

Q: Who do I contact if I have a question about the status of a bill payment?
A: Please call a Member Service Representative at 1-800-562-7328 or 1-781-878-0232 during regular business hours and we will help with finding a solution for you.

Q: Can I get a copy of an ACH Bill Payment?
A: You are unable to obtain a copy of payments made electronically, however, you may contact the Members Service Center at 781-878-0232 or 800-562-7328 to obtain other forms of proof of payment.

Q: Can I get a copy of a Bill Payment check?
A: Yes, at this time there is not a fee to obtain a copy of a check that was sent as a bill payment. You may do so by calling the Member Service Center at 781-878-0232 or 800-562-7328.

Frequently Asked Interbank Transfer Questions

Q. What is Interbank Transfer?
A. Interbank Transfer is a money movement tool that allows members, who use online banking, to transfer funds between their RFCU account(s) and their accounts at other financial institutions (FIs) or brokerage houses.

Q. How do I find out if my other financials institutions are participating?
A. During the Interbank Transfer account set up process, you will be shown a drop down list of participating FIs. If your FI does not appear in the list you may enter the 9-digit ABA routing/transit number.

Q. How does Interbank Transfer work?
A. We process Electronic Funds Transfers (EFT) via the Automated Clearing House (ACH) secure network. This is the same network used by the Federal Reserve to clear checks between financial institutions. We submit a request to the ACH network to transfer funds between the accounts you've specified. ACH then uses its secure channels to complete the transaction. This procedure is very similar to the process employers use to create direct deposit of payroll, and that financial institutions use to carry out automated payments for loans or mortgages.

Q. How much will the Interbank Transfer service cost?
A. To transfer into RFCU there is no fee. To transfer out the fee is $2 for standard service, $5 for premium service.

Q. How will I know when a transfer is complete?
A. The Overview screen's Funds Transfer Status section provides an up-to-date status report of all your funds transfer requests over the past 12 months. Each transfer request is displayed along with the date and status of the transaction. You should also be able to confirm the completion of the transaction with the FI four business days after your transaction request.

Q. How much money can I transfer per transaction and per 30-day rolling period?
A. Accounts that have been set up and verified can immediately process a transfer in or out with the following limits:

Inbound limit is $2,000 per day; $5,000 per month Outbound limit is $15,000 per day; $25,000 per month

To increase the inbound limits to $15,000 per day; $25,000 per month, the following criteria must be established:

• Member must have been an established Interbank Transfer user for 3 months
• Member must not have any negative activity or NSF's related to Interbank Transfer
• Member must have completed at least one $1,000 transfer from the external account to the internal (RFCU) account.

For next day processing, accounts must meet the following balance criteria:

• For inbound transfers, RFCU account must have an available balance of $750.
• For outbound transfers, RFCU account must have an available balance of $750 plus the amount of the transfer.

Q. Can I transfer funds into someone else's account?
A. Not at this time.

Q. Can I transfer money internationally using the institutional fund transfer between my accounts?
A. No, this feature is not available due to international legislation that varies across the nations. We regret the inconvenience.

Q. Can I set up an Interbank Transfer now to be executed at a future date?
A. Yes. The end user can now choose "Schedule" as a service, which will allow them to input a date up to one year in the future to schedule an Interbank Transfer.

Q. What is the maximum number of transfers that can be setup as recurring transfers?
A. There is no limit on the number of transfers that can be setup as recurring transfers. However, they may only be scheduled up to one year in the future. As an example; if setting up weekly recurring transfers, up to 52 transfers can be scheduled in advance. Please remember, these transfers are still subject to the Daily/Monthly limits.

Q. Can I set up regularly recurring Interbank Transfers?
A. Yes. You may set-up a recurring transfer by entering an amount, number of recurring transfers to be executed, a nickname, and by selecting the recurring frequency.

Q. How long does it take after signup to make a transaction?
A. Usually 2-3 business days.

Q. Does the financial institution on the other end of the transfer ever submit a charge for this type of transaction? If they do, how will I be notified of this additional charge?
A. They might. Your other FI would be responsible for notifying you of any such charges.

Q. Is there any additional password required to use this product?
A. No

Q. If I want to make a transfer on a weekend, will the first day of the transfer take effect on the following Monday? If that Monday is a holiday will it be the following business day?
A. Yes to both.

Q. How does the test verification work?
A. Two small, random amounts are deposited into your external account. You will then be asked to check what those two small amounts are and return to Interbank Transfer to enter in the values of the two amounts. The account will then be enabled for transfers.

Q. Can I transfer money to pay loans/mortgages at RFCU or their other financials?
A. Not at this time. Remember-you can use FREE Online Bill Pay for this purpose!

Q. Which accounts are eligible for Interbank Transfer service?
A. At this time, you can add the following external institution accounts to your Portfolio:

• Checking accounts, savings accounts, and Money Market checking and Money Market savings accounts held at any commercial bank or credit union nationwide that is able to accept ACH transfers.
• Investment accounts held at any of our affiliated online brokerage firms. (We currently have access to most of the nation's largest brokerage companies, and we will be adding several major brokerages in the near future.)

Q. Which accounts are not eligible for Interbank Transfer service?
A. The following accounts are not eligible for Interbank Transfer service:

• Individual Retirement Accounts (IRA, 401(k))
• Custodial and/or Trust Accounts
• Business Accounts for which more than one person has checkwriting privileges
• Share Certificates/Certificate of Deposits (CDs) or other time-based accounts
• Loan Accounts (including credit card and equity accounts)

Q. What if an Interbank Transfer debit is returned NSF?
A. After two NSFs on an account, the account is suspended.

Q. Are Scheduled or Recurring transfers automatically canceled if I close my account at the other FI?
A. No, they are not. If you close your account at another FI, you must either cancel any Scheduled and Recurring transfers that you have previously setup, or the FI must unsubscribe you from the Interbank Transfer service.

Registration and Sign Up

Q. How long does the sign-up process take?
A. Initial registration and identity verification: RFCU has automatically-registered all Online Banking users for the Interbank Transfer service. You can access it by signing onto your Online Banking account. After you have accepted the Interbank Transfer agreement, you will be taken to the page titled Overview. There you will see the accounts you hold with RFCU that are auto-enabled for the Interbank Transfer service.

Account verification: You will be required to get the accounts verified that do not reside at RFCU (external accounts). There are three methods by which we verify - Online, trial deposits, and by fax methods. This process generally takes 2-3 business days.

Q. Why do I have to verify my external accounts?
A. In order to protect your security and maintain the integrity of the payments network, the account verification procedures are double-check safeguards that help us make sure that no one but you sets up your account.

Q. Can I make changes to my account portfolio after the initial set-up?
A. Yes, you can easily add or delete outside accounts at any time.

Q. Why do I have to go through the account verification process for each external account?
A. It is for your protection, that we will ask you to a complete the account verification process for each external account you set up. Once the set up is complete, it is a single point and click user experience to schedule a transaction from those accounts.

Q. How do I get started adding accounts to my Accounts Portfolio?
A. Start at the page titled Overview:

To get started, click the Add Accounts from the navigation bar.

• Enter the name of the external FI from which you want to add an account in the search box. It will come back with a list of FIs that match your search criteria.
• Select the FI you want to add an account from and you will be asked to enter the required information to set up that account.

Q. How do I add bank accounts?
A. Bank Accounts are Checking accounts, investment brokerage accounts, Money Market, or savings accounts. Click the Add Accounts tab on the navigation bar and you will be taken directly to the page titled Add Bank Accounts. You can search for your outside FI either by name or by 9-digit ABA/Routing Number.

Step 1--Entering your institution name

From the page titled Add Bank Accounts, enter the name of the FI you wish to add in the data entry field.

Once you perform the search, you'll see hyperlinks for one or more institutions matching your search data. Click on the link for your institution.

Alternatively, you can search for your outside institution by entering the 9-digit ABA Routing Number usually found at the bottom of your check on the left hand side.

Step 2--Providing account information

After selecting your outside FI's name from the search results, you'll be brought to a screen asking for the account number and ABA routing number of your account. Enter the account number in the data field and select the proper ABA routing number from the drop-down list. See below for information about ABA Routing/Transit numbers, including what they are and how to find them.

Online account verification: We can sometimes verify the account with your institution immediately via the Internet if you have an online account with that FI. If this is the case, you'll also be asked to supply the login credentials you use to gain access to your online account. If online account verification is not available, you'll be asked to complete our convenient trial deposit verification process or verification by fax. (See below for details regarding online and offline account verification) When you have supplied all the requested information, click the button labeled Continue. You will be brought to the Overview page.

• If you have completed a successful online verification, the account will be listed in the Overview page under a section titled Enabled Accounts. The account will can immediately be used for funds transfers.
• If trial deposit verification or fax (offline) verification is required, the account will appear in the Overview page under a section titled Accounts Requiring Verification.

Step 3--Adding additional accounts

To add one or more additional bank accounts to your account portfolio, click on the Add Accounts tab at the top of the page. You'll return to the Add Bank Accounts page, where you can simply repeat the process described above until you've submitted all the bank accounts you wish to enable for Interbank Transfer service.

To add investment accounts, click on the Add Accounts tab to return to Add Bank Accounts page. Click Add Investment Accounts link.

Step 4--Verify your accounts

For your protection, before we activate your new accounts to be used with this service, we'll verify each account with your corresponding FI(s).

Your accounts held at the host FI will be auto-enabled for the service. The outside accounts that you have submitted for this service that could not be verified online appear on the Overview page under the box called Accounts Requiring Verification. To complete the verification process, just click on the Verify link next to that account under the section titled Accounts Requiring Verification.

Q. Why doesn't the search or alphabetical list produce a match for my outside financial institution(s)?
A. There are a few reasons why you may not automatically find a match:

1. Your search may not be successful if you've included an abbreviation in the search criteria, or entered the institution name in a way that is inconsistent with its listing in our databases. This include abbreviations, typos, and/or spelling errors.

2. You may be entering an institution that isn't in our database yet.

3. You may be trying to enter an account type that is not eligible for Interbank Transfer. Bank accounts currently eligible to be added to your Portfolio generally include checking accounts and savings accounts.

Q. What is an ABA routing number?
A. The ABA routing number is an identification number assigned to each financial institution and each branch office. The larger your institution, the more ABA numbers appear in the drop-down list on the data entry screen. The ABA number is usually a 9-digit number bound at the bottom of your check usually on the left-hand side.

Q. How do I identify the ABA routing number for my account?
A. On your checks you'll see a printed row of numbers at the bottom of your checks. The ABA routing number is the nine-digit sequence that appears between the " :" symbols.

Q. How do I find my account number?
A. You can find your account number on your account statement or on your check in that same row of numbers where you found your 9-digit ABA Routing/Transit number. Your account number appears on your check between the " :" symbols.

Q. Which brokerages are accessible for the Interbank Transfer Service?
A. The Interbank Transfer service allows you to add investment accounts from any of our affiliated online brokerage firms.

Q. How do I find out the amount of deposits made to get my account verified?
A. The trial deposit transactions can be identified as from eTRANSFER or ACCOUNT VERIFY in your account statement. You can find out the amount of deposits made by in a number of ways:

• Call your outside financial institution
• Review the account statement available online on your outside financial institution's web site
• Review your monthly statement

Q. What do I do if the trial deposit(s) made to my account fails?
A. If the trial deposits did not post successfully to your account; you will be notified by e-mail. Also, when you click on the Verify link next to the account from the Overview page, the link will take you a screen showing the status of the transaction as Failed. Additionally, if you are unable to provide your login information, or the trial deposits method fails, you can also have your accounts verified via the fax verification process. To use the fax verification method, click on the fax link, available on the Add Accounts screen, and follow the instructions.

Q. How can I tell which accounts still have to be verified with my financial institutions?
A. For your protection, every other account you submit for the Interbank Transfer service must be verified with that institution before getting enabled for the service. All accounts still pending verification will appear in your Overview page under the section titled Accounts Requiring Verification. We ask you to help us complete the verification of these accounts by completing the simple verification process based on the method selected by you.

Q. How do I transfer funds between my enabled accounts?
A. Go to the Overview screen and click on the Transfer Funds tab at the top of your screen. You'll see a listing of all of your Interbank Transfer enabled accounts. Simply select the account you want in the Transfer From and Transfer To columns, enter a transfer amount in the data field, and click the button labeled Confirm.

You'll be brought to a confirmation screen where you'll see the details of your funds transfer request.

• If everything is correct, click the button labeled Confirm.
• To revise your request, click Edit. You'll be returned to the Transfer Funds screen, where you can make any necessary changes. When you're ready, click Confirm once more.
• You will be returned to the Overview screen, where you'll be given a reference number for your transaction. The details of the transfer will also appear on the Overview screen in the area labeled Recent Transfers.
• The transfer will also appear on the History page, which offers a detailed view of your funds transfer history, including the status of all the transactions executed over the past 12 months.

Q. Do account transaction limits and/or fees assigned by my financial institution apply to Interbank Transfer service?
A. Yes. In all cases, limits and conditions placed on account transactions by individual financial institutions apply to Interbank Transfer. Please note that your external account financial institution may charge any and all fees resulting from such conditions to you. If in doubt, please contact your financial institutions to determine whether restrictions and/or conditions, including fees, pertain to transactions made into or out of any of your accounts.

Q. What should I do if I wish to cancel an Interbank Transfer request?
A. You can cancel your request anytime before the cut-off time. Once your Interbank Transfer request has been transmitted to ACH, you cannot cancel the transaction. Your best bet is to request a second transfer between the same two accounts sending the funds back to their point of original (in effect reversing your first transfer). It is simple to cancel the transaction before the cut-off time. Just click on the Cancel Link next to the transaction on the Overview page and follow the simple instructions.

Q. How long does it take to complete an Interbank Transfer?
A. A regular Interbank Transfer will take from three to four business days to complete. Please note that the completion of a transfer, including the availability of funds in the destination account and access to the transaction details, will depend in part upon how quickly the institution updates your account details. Full details regarding your Interbank Transfer requests are viewable on the Overview page under the section labeled Transfer Status.

The funds will get posted to your destination account once the funds have been successfully drawn from your source account. Your transaction remains in process for four business days from the day you sent your request. After that, the status gets updated to Complete indicating a successful transaction, provided we have not received notice of any problems with the transfer (see below).

Q. Under what circumstances will an attempted Interbank Transfer be unsuccessful?
A. An Interbank Transfer will be returned if it cannot successfully be posted to your account. The most common reasons for failed or returned funds transfers are:

• Entering an incorrect account number or bank ABA routing number
• Lack of sufficient funds in the source account
• Exceeding the dollar limit for an individual transaction, total transactions per calendar month, or outstanding transfers (transfers that you've initiated but which haven't been finalized)

You will be notified by e-mail if we have received a return message on your transaction indicating that the transfer has not been completed. Full details will be available on your History screen.

Q. When do you execute my Interbank Transfer request?
A. Your Interbank Transfer request enters into the ACH system on the business day following receipt of your request, provided you've made your Interbank Transfer transaction request (Interbank Transfer execution message) by 10:00 PM PST (11:59 PM Eastern) for Standard Transfers and by 4:00 PM PST (7:00 PM Eastern) for Next Day Transfers.

If you initiate an Interbank Transfer request after 10:00 PM PST, the transfer will be posted two business days following the request date. Please note that all Interbank Transfers requested during the weekend (after 10:00 PM PST on Friday) will be posted on Tuesday.

Q. How will I know when a transfer is complete?
A. You can go to your History screen for an up-to-date status report on your Interbank Transfer request. Four business days after the transfer request is made, you should also be able to confirm the completion of the transaction with your FI.

Q. Will all the external accounts I've submitted appear on the Interbank Transfer page?
A. Your account(s) can only be enabled for Interbank Transfer services after they have been verified with your outside FI; please check the Overview page. If verification of the account is still pending, or if you haven't begun the offline verification process, you will see the account listed in the Overview page under the section titled Accounts Requiring Verification.

When the verification process has been completed, the account will automatically be listed under the section labeled Enabled Accounts on the Overview page and appear on the Interbank Transfer page. You can now schedule transactions from this account.

Q. How can I check on the status of my recent Interbank Transfers?
A. Click the tab labeled History from the navigation bar. You'll arrive at the History page, where you'll see a table that lists your Interbank Transfer requests over the past twelve months. The screen shows:

• The reference number of each transaction
• The date you requested each funds transfer
• The origin account (source account) and destination account (destination account) of each transfer
• The dollar amount of each transfer
• The current status of each transfer

Q. How soon after the completion of an Interbank Transfer transaction will the transaction appear as "Complete" on the Interbank Transfer Status section of the Overview screen?
A. When we receive your Interbank transfer request, we alert the ACH system to debit (withdraw funds from) the source account for your transaction. If we don't receive a return from ACH, indicating a problem with the transaction, within 2 to 3 business days, we'll credit (deposit funds into) your destination account with the amount of your funds transfer. Within the next business day, the funds should be confirmed as appearing in your destination account. At that time, the transaction is automatically listed as Complete on your History screen.

Q. What do the different status designations mean?
A. Pending: We have not yet received confirmation of a successful transaction. This process generally requires four business days. You may see an indication of the transaction in the account balance of the source account but not the destination account of your funds transfer.

• Complete: The transfer is confirmed. The transaction will be reflected in your account balances with your institutions as a withdrawal from your source account and a deposit in your destination account. It's a good idea to verify the transaction with your financial institutions.
• Rejected: We were unable to remove the funds from the source account or place the funds in your destination account. Typical causes of failed or returned funds transfers are:
  1. Incorrect account number or bank ABA routing number provided during the account setup.
  2. Lack of sufficient funds in the source account. If we receive an ACH return due to non-sufficient funds (NSF) in the source account, we'll automatically try the transaction a second time. A funds transfer will be designated unsuccessful only after a second NSF return. You will be notified by e-mail if we receive a return notice on your transaction indicating the transfer cannot be completed.
• Complete (Return): Occasionally, we'll receive a return from the ACH system indicating a problem with the transaction after the normal 4 business-day waiting period. This designation indicates that we received the return notice after having already designated the funds transfer as Complete.

It is possible that you'll see a record of the debit on the account statement of your source account. If this does occur, the funds will automatically be returned to that account, appearing as a credit on your account statement.

Q. How can I get further details about transactions that do not go through?
A. If a transaction is unsuccessful, the designation Rejected or Returned will appear in the Status column of the History screen as a hyperlink. Click on this link to receive full details about the transaction and the situation that was encountered.

 Frequently Asked DeposZip™ Questions