Frequently Asked Questions

Checking Accounts

What do I do if my debit card was lost or stolen?

What do I need to open a personal checking account?

Intercity Online

What browser do I need to use Intercity Online?

Can I be assured this is secure?

The server that stores your Intercity Online account information uses Secure Sockets Layer protocol (SSL). This security encrypts the data sent, making it difficult to see your information. In other words, your information is sent in a scrambled format. To ensure that the information is being sent from a secure server, the address will start with “https://” rather than “http://” and you will notice that you are receiving the information from an SSL server securely if you see a closed padlock at the bottom of your screen.

What is my Access ID?

What do I do if I forgot my Access ID?

What do I do if I forgot my password?

If you forgot your password, go to the homepage and enter your access ID in the log in box. Next, click “Log in.” Once you are into your account password page, click on the “Forgot Password” link. An automatic email will be generated and sent to you with instructions on how to change your password. Security is so high, even our Personal Bankers do not know what your password is and cannot reset it for you.

What if I enter the wrong Access ID or password?

How long can I be connected without any activity before I am logged out?

Once I log in to Intercity Online, what should I do first?

Once you’re logged in to your accounts, there isn’t any right or wrong thing to do first. The “Change Password” button makes it very easy to change your password, and we encourage you to make a habit of changing it often for your own security. Click on the “My Accounts” button to see your accounts listed. You can view each of them in more detail by clicking on the corresponding account number. You will be brought to the “Balances” screen. Just click on the other available buttons to see the different types of information now available to you.

Is there a cut-off time for my items to post to my account?

The cut-off for all bank transactions is 5:30pm CST. That includes ‘Round-the-Clock Bankline and Intercity Online. Any transactions done after 5:30pm CST will be memo-posted to your account immediately. However, they will not post to your account until the next business day. Any business transacted after 5:30pm CST on Friday will not post to the account until accounts are updated on the following Monday evening.

Will my password ever expire?

Can I use the same password again?

What is MFA?

MFA, or Multifactor Authentication, provides additional protection from identity theft. Prior to accessing your account information, you can verify that you are truly on our website by making sure the secret visual image matches your descriptive phrase. Second, the bank’s security system matches this image with your computer. We want to assist you in making sure that only authorized individuals have access to your accounts. If you access IOL from another computer, you will need to answer challenge questions that only you know the answers to.

Electronic Bill Pay

How are the funds sent?

Are there any fees or costs associated with Bill Pay?

Are the funds deducted from my account on the scheduled payment date or when the check clears the bank?

How much time should I allow for funds to reach their destination?

You select the date you want the payment processed. You should allow two additional business days for bank processing beyond the length of time you usually allocate when mailing from your home. We recommend allowing a minimum of 7 to 10 business days for payment processing, but consider this example: The bank requires 1 to 2 business days for internal processing of your request. So, a request made to the bank on Friday after 6:00pm may not be processed until Tuesday morning, i.e., 5 days. Then if it takes 7 days for mail delivery, the total time from the Bill Pay request to delivery is 12 days. Payments are sent through the US Postal Service, so federal holidays may require additional time for delivery.

If I request a check and there are insufficient funds in my account to pay the check, what will happen?

General

What steps should I take if I am not satisfied with the resolution of an oral complaint or request for information on my residential mortgage loan?

Where can I get my free annual credit report?