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Capital Community Bank

  1. Exactly what equipment and software do I need to access CCB Web?
  2. Is the Internet safe and secure for online banking?
  3. Can anyone else see my account information? Is it out in the public?
  4. What if CCB Web goes down? Will my payments be made, will my transfers go through?
  5. How current is this information?
  6. Is online banking available all the time?
  7. What type of accounts are included in CCB Web?
  8. Why is it so important for me to sign off from online banking?
  9. Should I use my browser's Back and Forward buttons when I am signed on?
  10. Whom can I pay with CCB Web?
  11. What if I don't sign up for Bill Payment initially and later decide that I want to sign up?
  12. How long does it take for a payment to reach my payee?
  13. What if I don't sign up for Bill Payment initially and later decide that I want to sign up?
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  15. Can I have more than one checking account linked to CCB Web?
  16. Should the payment date I give be the date the payment is actually due?
  17. How soon are the funds actually taken out of my account?
  18. What happens if I don't have enough money in my account to cover a bill payment?
  19. When and how are my payments delivered and how can I ensure that my payee receives my payment on the due date?
  20. Why does it take a few days to process payments?
  21. What should I do if a payee has not posted my payment?
  22. How can I prove payments and transfers were made?
  23. How much does it cost to use Bill Pay?
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  25. Will I be charged the monthly service fee even if I don't make any payments?
  26. How will the payments be made?
  27. Can I choose the method of payment?
  28. Does CCB Web work with other accounting software (i.e., Quicken®, Quickbooks®)?
  29. How do I transfer money from one account to another or make a loan payment?
  30. Can I transfer money from my passbook savings account to one of my other accounts?
  31. Do I need to allow any lead time for the transfer to take place?
  32. What is the difference between a recurring transfer and a one-time transfer?
  33. How do I set up a recurring transfer/payment?
  34. What do I do if I forget my password?
  35. What do I do if I forget both my Sign-On ID and password?
  36. How do I create or update my secret question and response?
  37. How can I contact someone at my institution?
Question #1
Exactly what equipment and software do I need to access CCB Web?

Answer:
You'll need access to the Internet from an Internet service provider via a modem or other Internet connection device and Browser software which supports Secure Sockets Layer (i.e. Microsoft Internet Explorer 8.x or newer or others such as Mozilla Firefox, Safari, or Google Chrome. Latest browser versions are recommended).


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Question #2
Is the Internet safe and secure for online banking?

Answer:
Yes. This is a common concern with banking and commerce on the Internet. Data on the Internet is safeguarded by encryption as it moves between systems. Data residing on a system can only be accessed by using an authorized sign-on ID and Passcode.

Any kind of breach in the security of our systems would be a serious business issue for the bank. Our success depends on our ability to manage these systems safely and to continue to earn your trust as our customer. Please be assured that we will take every measure possible to protect the financial information and resources you have entrusted to us.

You can help safeguard your information and the banking systems by protecting your Sign-On ID and Password. A proper combination of your Sign-On ID and Password is the only way to get access into your account. Please be careful to keep this information secure.


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Question #3
Can anyone else see my account information?

Answer:
Your online account information is available through access methods which have been rigorously tested for their secure access. The information is not public. Only you can access it using your Sign-On ID and Password.


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Question #4
What if CCB Web goes down? Will my payments be made, will my transfers go through?

Answer:
Even if all of our backup systems go down, you can be assured that any online banking transaction you completed prior to the system going down will be processed.


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Question #5
How current is this information?

Answer:
All transactions and balance updates are performed once per day and also each time you access CCB Web. So any transactions you perform today that change your balance (i.e. deposits, transfers, ATM withdrawals), should be reflected in the balance and transaction history immediately.


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Question #6
Is online banking available all the time?

Answer:
Online banking is generally available for 24 hours a day, seven days a week, 365 days a year. However, we maybe performing system backups and maintenance between the hours of X:XXAM and X:XXAM each day. We occasionally have other scheduled maintenance periods; we will notify you of scheduled maintenance. During backups and maintenance, the online banking service will not be available. The service may also be unavailable due to unscheduled maintenance or other technical problems, but we try our best to make these interruptions as infrequent as possible.


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Question #7
What type of accounts are included in CCB Web?

Answer:
You can access the following types of accounts:
  • Checking
  • Savings
  • Loan
  • CD's/Investment


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Question #8
Why is it so important for me to sign off from online banking?

Answer:
It is very important that you end each online banking session by signing off. To sign off, click on the SIGN OUT link at the top of any online banking page. This will end your online banking session.

Why is this so important? Because of the way the Web works, signing off is the only way the online banking service knows that you have ended your session. If you leave online banking without signing off -- by going directly to another web site, for example -- the online banking service keeps your session alive for up to 15 minutes while it waits to see if there is something more you want to do. This is not good for two reasons: First, it is a security risk; if you leave your PC unattended during this time, someone could use your browser's Back button to return to your active session. Second, if you try to sign on again before the online banking service has timed out your session, you will receive an error message.


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Question #9
Should I use my browser's Back and Forward buttons when I am signed on?

Answer:
In general, you should never use your browser's Back or Forward buttons to go from one online banking page to another. If you are performing a transaction -- such as paying a bill, or transferring money -- use the buttons at the bottom of the page to either continue or complete the transaction, or cancel it. Use the buttons at the top of a page to perform a function related to that page, such as Add Payee or List Payees. If you are viewing information and want to go to another page, use the tabs at the top of each page or the menu items or links on the left-hand side of each page.


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Question #10
Whom can I pay with CCB Web?

Answer:
With CCB Web, you can pay just about anyone with a U.S. mailing address that can be verified.

Note: You may not pay alimony, child support, taxes or other government fees or court-directed payments using online bill pay. For our business customers, we do allow certain federal taxes to be paid using the online bill pay option.


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Question #11
What if I don't sign up for Bill Payment initially and later decide that I want to sign up?

Answer:
Since no separate ‘sign-up’ is required, you can start using online bill pay anytime you want. Just click on the Bill Payment link found under the Payments tab and you’ll be ready to get started.


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Question #12
How long does it take for a payment to reach my payee?

Answer:
Payments made through CCB Web will be sent to your Payees either electronically or by check. If the payment is sent electronically, it will be delivered on the next business day, however your Payee may take additional time to post the payment to your account. If the payment is made by check, it will be delivered via the U.S. Postal Service to the address provided by you (within your Payee details). Most properly addressed payments are delivered within 3 or 4 days after the Send Date, however there is no way of knowing how long the Payee may take to apply the payment to your account. Therefore, you should always set up your check payments to be sent several business days before the actual due date to allow time for payment delivery and posting.

Note: Make sure the address is accurate and complete by confirming it with the Payee before you enter it into your payee details. Use Zip +4 whenever possible. You can verify addresses and zip codes at USPS.com.


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Question #13
What if I don't sign up for Bill Payment initially and later decide that I want to sign up?

Answer:
You can sign up for Bill Payment anytime you want. Just click on the Bill Payment menu option presented under the Payments tab. You will be notified that you are not currently enrolled. You will then be presented the opportunity to enroll. Simply acknowledge your desire to enroll, and you can immediately start using the service.


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Question #14
Can I have more than one checking account linked to CCB Web?

Answer:
Yes. You can link all of your checking accounts to CCB Web.


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Question #15
Should the payment date I give for a bill payment be the date the payment is actually due?

Answer:
When you set up bill payments, you will be asked to provide the Send Date, which is the date that you want us to process your payment and Send it to your Payee. We will automatically display the earliest possible Send Date, but you can select a different Send Date by simply clicking on the desired date with the calendar. We’ll also show you an Estimated Delivery Date based on the Send Date you select, and assuming that your payment instructions are accurate. Keep in mind that the Delivery Date does not account for any additional time your Payee may take to post the payment to your account. It is important for you to account for this time when selecting the Send Date for your payments.


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Question #16
How soon are the funds actually taken out of my account for a bill payment?

Answer:
For electronic payments, we will withdraw the funds from your account when we begin to process your payment on the Send Date. Once the funds are withdrawn, we send your payment to the Payee. Payments that are made by check will work exactly as any check that you hand-write yourself. On the Send Date, we will print the check, drawn on your designated checking account, and mail it to your payee at the remittance address provided by you in your payee details. Once the payee has cashed or deposited your check, it will clear your bank account the same as your other checks.


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Question #17
What happens if I don't have enough money in my account to cover a bill payment?

Answer:
For electronic payments, we need to withdraw the funds from your account before we send the payment to your payee. If your account’s total available funds are not sufficient to cover the payment (withdrawal) amount, we will not send your payment to your payee. We will display your payment status as Failed, and will also send you a notification of this event. For check payments, the process will work the same as for any other check drawn on your account.


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Question #18
When and how are my bill payments delivered and how can I ensure that my payee receives my payment on the due date?

Answer:
Some payments are delivered electronically, and some are delivered by U.S. Mail. Regardless of the delivery method, all payment processing begins on the date that you indicate as the Send Date. At 5:00pm on the Send Date, the following occurs:

For electronic payments: We attempt to withdraw the funds from your bank account. If successful, we then send the payment through our electronic payment network, where it is delivered to your Payee by the next business day. In most cases, payees will post the payments on the same day they are received, however you should check with your payees to learn of any additional time they may require for payment posting.

For check payments: Using your payment instructions, we print a check, drawn on your bank account, payable to the Payee Name you provided, for payment to the payee account number you provided, and for delivery to the remittance address you provided. Once the check is prepared, we mail it, first-class delivery, through U.S. Mail. The U.S. Postal Service indicates that most accurately addressed mail is delivered within 3 business days; however, your payee may require additional time to post the payment to your account.

In order to ensure that your payments will be posted to your payee account by the due date, you need to select a Send Date that allows for the full estimated delivery time, plus any additional time that your payee requires for payment posting, to occur on or before the payment due date, excluding any grace period.


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Question #19
Why does it take a few days to process bill payments?

Answer:
Our payment processing is complete within one business day however the payees may require additional time to post the payments. Also, for check payments, extra time is required for delivery of the payment through U.S. Mail.


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Question #20
What should I do if a payee has not posted my bill payment?

Answer:
If your payment status indicates that your payment has been delivered to your payee, but your statement doesn’t reflect that payment, you should contact your payee to see if the payment was posted after the statement was mailed out. (Most large companies make this information available online or through automated phone systems.) If you have confirmed that the payee did not post the payment to your account, you can submit a request for Payment Research, by clicking the link within your Payment History Details. We’ll research the payment on your behalf and will update you on the status until it is resolved.


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Question #21
How can I prove my bill payments and transfers were made?

Answer:
Each bill payment and transfer is assigned a confirmation number, which is a unique number used to identify that specific record. The confirmation number is assigned when the payment (or transfer) is initially set-up. In addition, once the payment (or transfer) is processed and Sent, the Paytrack details are displayed within your payment history, where you can see the payment move through each step in the process from creation, to sending, to delivery.


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Question #22
How much does it cost to use Bill Pay?

Answer:
The monthly service fee for Bill Payment via the online system will be $X.XX. This service fee is automatically deducted from your checking account on a monthly billing cycle.


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Question #23
Will I be charged the monthly service fee for Bill Pay even if I don't make any payments?

Answer:
Yes, the monthly service fee is charged just like your telephone bill or cable bill - whether you use the service or not.


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Question #24
How will the bill payments be made?

Answer:
Bill payments will be sent electronically whenever possible. If a payee does not accept electronic payments, or if the payee accepts electronic payments, but your payee account number cannot be validated by the electronic payee, then those payments will be sent by check. Check payments will be drawn on your checking account and will work the same as any other check you write against your checking account.


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Question #25:
Can I choose the method of a bill payment?

Answer:
We continuously monitor and update payment processing routines to ensure that payments are sent using the fastest, most accurate means possible. For this reason, we don’t allow you to choose the method of payment.


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Question #26
Does CCB Web work with other accounting software (i.e., Quicken® & Quickbooks®)?

Answer:
Absolutely. CCB Web was designed to be highly compatible with these popular software products. You can access the export capability on the Transaction Activity screen.


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Question #27
How do I transfer money from one account to another or make a loan payment?

Answer:
You can transfer money from one account to another using our online banking service. You can also use the similar Payments function to make loan payments online. To transfer funds, follow these steps:

To make a one-time transfer/payment immediately or one time in the future:

  • Sign on to the online banking service.
  • Click on the Transfer Funds tab or Payments tab at the top of the page.
  • For loan payments, click the Loan Payments navigation link on the left side of the page.
  • To make a one-time transfer/payment immediately or one time in the future, select the One Time Immediately or One Time in the Future tab.
  • Select the account you would like the funds to be withdrawn from as the From Account.
  • Select the account you would like the funds to be transferred into or payment applied to as the To Account.
  • Enter the amount you would like transferred or paid in the Amount field.
  • For a future transfer/payment, enter the date in the "On this date" field or select it from the calendar.
  • Click Continue.
  • You will then be brought to a page that allows you to confirm that the information submitted is correct before processing. If the transfer specifications look correct, click Confirm.
  • You will then be brought to a page that confirms that the transfer or loan payment took place. Click View All Scheduled.

To schedule a recurring transfer/payment:

  • Sign on to the online banking service.
  • Click on the Transfer Funds tab or Payments tab at the top of the page.
  • For recurring loan payments, click the Loan Payments navigation link on the left side of the page.
  • To make a recurring transfer/payment, select the Recurring tab.
  • Select the account you would like the funds to be withdrawn from as the From Account.
  • Select the account you would like the funds to be transferred into or payment applied to as the To Account.
  • For a loan payment, select the correct Payment Type option.
  • Enter the amount you would like transferred or paid in the Amount field.
  • Select the appropriate Frequency for the recurring transfer/payment.
  • Enter the appropriate Start date for the first recurring transfer/payment.
  • In the Ends field, either select ‘Never (until I delete the recurring transfer/payment)’ or ‘After’ followed by the number of times (from 2 to 9999) the recurring transfer/payment should occur.
  • Click Continue.
  • You will then be brought to a page that allows you to confirm that the information submitted is correct before processing. If the transfer specifications look correct, click Confirm.
  • You will then be brought to a page that confirms that the recurring transfer or loan payment is scheduled. Click View All Scheduled.

Note that there may be certain restrictions based on the type of account you are transferring or making a loan payment to/from. For example, you can only transfer funds into a Passbook Savings account.


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Question #28
Can I transfer money from my passbook savings account to one of my other accounts?

Answer:
No. You can, however, transfer money to and from a Statement Savings account. If you use online banking frequently to transfer money from savings, you should consider converting your Passbook Savings accounts to Statement Savings accounts. This is a simple process; contact your local branch and they will be happy to help you.


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Question #29
Do I need to allow any lead time for the transfer to take place?

Answer:
No. One Time transfers take place immediately. Future dated and recurring transfers take place on the date that you specify. You can check your Transaction Activity to verify that the funds have been transferred.


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Question #30
What is the difference between a recurring transfer and a one-time transfer?

Answer:
Almost all your transfers will be one-time transfers. You should only use a recurring transfer when you are transferring the same amount of money every period. For example, you could set up a recurring transfer that would take a fixed amount from your checking account and transfer it to a child's savings account every month. Other transfers -- like a business's transfer from a deposit account to a payroll account -- might occur every week, but the amount transferred is different from one week to the next. These transfers should be made each week as one-time transfers.


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Question #31
How do I set up a recurring transfer/payment?

Answer:
To set up a recurring transfer between two accounts or make a payment, follow the steps outlined above for transferring funds. Be sure to set the Frequency and Start Date and Ending options to ensure that the transfer takes place more than once.


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Question #32
What do I do if I forget my password?

Answer:
If you know your Sign-On ID, but forget your password for your personal accounts or business accounts, you have two options:

  • If you have already chosen a Secret Question/Phrase & Response, you can receive your password by simply clicking on the "Forgot your Password? Click HERE" link. You will then be asked to supply your SignOn ID,your email address, and the response to your Secret Question/Phrase. Your password will then be emailed to you.

  • If you have not chosen a Secret Question/Phrase & Response, call Online Banking Support. Online Banking Support can be reached Monday through Friday from X:XXAM to X:XXPM. You must know your Sign-On ID in order for us to reset your password (if you have forgotten or lost your Sign-On ID, please refer to the next question).

**Please note the first option will not work if you have locked yourself out due to excessive attempts to sign-on to the online banking service.


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Question #33
What do I do if I forget both my Sign-On ID and password?

Answer:
If you forget your Sign-On ID for your personal or business accounts, or you forget both your Sign-On ID and your password, click the "Forgot your Sign-On ID?" link on the initial Sign-On page. A pop-up message displays with further instructions. For example, it may provide a number at your financial institution that you may call for assistance.


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Question #34
How do I create or update my secret question and response?

Answer:
  • Sign-on to Online Banking.
  • Click the My Profile link at the top of the page.
  • Type your new Security Question or phrase in the New Security Question field.
  • Type in your answer in both the Answer and the Confirm Answer fields.
  • Click Save.

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    Question #35
    How can I contact someone at my institution?

    Answer:
  • Sign-on to Online Banking.
  • Click the Messages link at the top of the page.
  • Click the Compose a Message button on the Inbox page.
  • Select the appropriate service desk at your institution in the To field
  • Type the Subject for your message followed by the message text.
  • Click Send.