1. Exactly what equipment and software
do I need to access CLAREMONT SAVINGS BANK'S On-Line Banking product?
2. Is the Internet safe and secure for On-Line
3. Explain how the new risk-based
authentication works. What can I expect?
4. What if CLAREMONT SAVINGS BANK'S
On-Line Banking goes down? Will my transfers go through?
5. Why can't I transfer money in or out
of one of my accounts?
6. How much past account information is
7. What types of accounts are included
in CLAREMONT SAVINGS BANK'S On-Line Banking?
8. Can I have more than one checking
account linked to CLAREMONT SAVINGS BANK'S On-Line Banking?
9. How current is On-Line Banking information?
10. Does CLAREMONT SAVINGS BANK'S On-Line
Banking work with QuickBooks, Quicken, and/or Microsoft Money?
11. I can view other areas of CLAREMONT
SAVINGS BANK'S web site, but I can't get into CLAREMONT SAVINGS BANK'S On-Line
Banking. What's wrong?
12. I'm using XYZ Company financial software.
How do I (perform some task)?
13. I am having trouble logging on, what
might be the problem?
14. When are transfers processed?
15. Can I use On-Line Banking to make
principal reductions on my loan?
16. Can I use On-Line Banking to pay my
loan off in full, or to pay down my line of credit?
17. What are e-Statements?
18. What are the benefits of using
19. How do I sign up for e-statements?
20. Will I receive notification when my
e-statement is available?
21. Will my e-statement look the same as
my regular printed statement?
22. How can I view statements from
23. How do I review disclosure
information for a particular month's statement?
24. Who should I contact regarding
25. How can I make changes so that my
statement will be mailed to me?
26. How do I change my e-mail address?
27. What are the minimum recommended
system requirements for e-statements?
28. How do I set up the Bill Payment
29. Should the processing date be the
actual due date of the bill?
30. How soon are funds actually taken out
of my account?
31. What happens if I do not have enough
money in my account to cover a scheduled transfer payment?
32. When and how are my payments
delivered and how can I ensure that my payee receives my payments by the due
33. When is the last possible opportunity
for me to change or cancel a scheduled bill payment?
34. Who do I contact if my transfer or
payment has not been posted?
35. Why are some of my payees highlighted
36. What is a Challenge Phrase and
Response and why is it required for certain transactions?
37. Where do I find more information
about Bill Payments?
38. Does Claremont Savings Bank ever
request personal information through its website?
39. Is On-Line Banking just for personal
accounts, or can businesses also use On-Line Banking?
40. I have both business accounts and
personal accounts; can I transfer between them?
41. Can I initiate a wire transfer
through On-Line Banking?
what equipment and software do I need to access CLAREMONT SAVINGS BANK'S
On-Line Banking product?
You will need an
Internet Service Provider (ISP), a modem, and Browser software which supports
Secure Sockets Layer (SSL) encryption. For best results, we recommend
Microsoft Internet Explorer 8 or higher. In all cases it is important that you
be on the most recent release of whatever version you are on.
Is the Internet
safe and secure for On-Line Banking?
Yes. We use
128-bit encryption: Secure Socket Layer 3.0 (SSL) for all communications. This
is currently the highest level of security available for Internet transactions.
Explain how the
new risk-based authentication works. What can I expect?
What is this
security system? - As
our customer, we know how you typically behave, when and from where you access Internet
banking. If we detect any activity that does not seem like your typical
behavior, we will prompt you to further verify your identity—so that we can
ensure it is you and not someone else trying to access your information. This
will only happen on rare occasions. Normally you will not be asked for any
additional information. For example, if someone tries to sign in with your
user name and password from a computer in a foreign country shortly after you
have logged off from your normal computer at home, we may decide to verify that
it is really you trying to access your account.
How do I sign up
for the new security system? - Expect to be prompted at some point
while banking online to enter additional information. This may include
choosing several security questions that only you know the answers to, as well
as supplying phone numbers where you can be reached while banking online. Once
this occurs you have added a layer of protection to your Internet banking
When will I be
asked for more information? - You will only be prompted to enter additional
information when a particular activity or transaction appears to be unusual or
uncharacteristic of your typical behavior. You will also be prompted to enter
your information when you are first setting up your security information or
logging in from a new location.
information will I be asked? - If any unusual or uncharacteristic
behavior is detected you will be asked to answer several of the security
questions you chose. You may also be asked to answer an automated phone call.
What is unusual
or uncharacteristic behavior? - Uncharacteristic or unusual behavior
is anything that appears out-of-the-ordinary compared to how you normally would
bank online and where you normally bank online. If the action being requested
does not appear to be something you would normally do, we will ask you for more
information to make sure it is really you and not an unauthorized user.
How are you able
to detect unusual or uncharacteristic behavior? - The security
system takes into account factors such as the computers you typically use to
access your account, or the typical security settings for your computer.
Hundreds of factors, such as these, create a profile that is unique to you that
allows us to make decisions about whether the person conducting a given
activity appears to be really you.
How do I know it
- You only need to complete the set-up process once; afterwards the security
system will work automatically. That means you are being protected every moment
— when you are online and more importantly when you are not.
How will my
phone numbers be used? - If any unusual or uncharacteristic behavior is
detected you may be asked to answer an automated phone call. Once you answer
the phone call you will be prompted to enter the code that will appear on your
computer screen at that time in order to verify your identity. Your phone
numbers will not be sold to a third party, nor will they be used to contact you
about offers and promotions.
How many phone
numbers should I provide? - You must provide at least one phone number but
are encouraged to provide up to three. In case we need to verify your identity,
you may receive an automated phone call at one of the numbers you have
provided. It is important to provide numbers where you can be reached when you
are banking online. For instance, if you bank online at work you should provide
your work or cell phone number so you can be reached there. This will ensure
you can continue your On-Line Banking session without any inconvenience.
What if I need
to change my phone number? - If you need to change your phone number, please
contact Customer Care at 603-542-7711 or 1-800-992-0316. You may also be
occasionally asked to verify that your information is up to date during your On-Line
What if I cannot
be contacted at any of the phone numbers listed? - If you cannot
be contacted at any of the phone numbers listed, please contact Customer Care
at 603-542-7711 or 1-800-992-0316.
Is my personal
information still safe? - Yes. In fact, your personal information is safer
than ever before because we are making sure it is really you and not an
unauthorized user trying to access your information.
I have already set up my contact numbers, why am I being asked for them
Occasionally, we may prompt you to make sure that the information we have on
file is up to date.
How will this
help prevent on-line fraud? - If your user name and password are stolen, the
fraudster would have to be able to answer your security questions correctly or
answer a call at one of the numbers you provided before being able to access
your information. If the user is not able to provide this information or be
reached on the phone, the activity would be blocked. This added layer of
security helps us protect your information.
I check my
account very often, wouldn’t I know if something unusual showed up on my
- It is great you check your account! It is always a good idea to regularly
monitor your account for any unusual activity (like payments you didn’t make). This
security service helps prevent those incidences from ever occurring, so when
you check your account everything is exactly how it should be.
I share my
computer with someone who has their own account. Can both of us still log-in
from this machine?
- Yes, you can both use the same computer to log-in to your individual
accounts. There is no limit on how many people can log into the website from
the same computer.
I already have
anti-virus and a personal firewall. Why do I need this? - We are glad
to hear you use antivirus and a personal firewall. Be sure that you keep both
software programs up-to-date for the best possible protection against viruses,
Trojans, and hackers. This new security feature protects against other kinds of
threats such as a stolen user name and password. It works with your other
personal security programs, but it does not replace them.
CLAREMONT SAVINGS BANK'S On-Line Banking goes down? Will my transfers go
SAVINGS BANK'S On-Line Banking and our entire backup systems were to go down;
you can be comfortable that any transaction, for which you had already
processed, prior to the system going down, will go through. If you were in the
middle of a transaction and there is some question as to whether the system has
received the request, you may feel free to contact the bank to ensure your
transaction request has been accepted.
Why can't I
transfer in or out of one of my accounts?
accounts do not support transfers. Another reason is the particular account you
are interested in using is not active in your On-Line Banking Agreement. If
this is the case, you can request the addition of this account through On-Line
Banking by "Adding an Account" or contact a bank representative for
How much past
account information is available?
Generally, up to
90 days of past account information is made available. However, there may be
instances where a longer time period for information would apply.
What types of
accounts are included in CLAREMONT SAVINGS BANK'S On-Line Banking?
You can access
the following types of accounts:
Can I have more
than one checking account linked to CLAREMONT SAVINGS BANK'S On-Line Banking?
Yes. You can
link all of your checking accounts to CLAREMONT SAVINGS BANK'S On-Line Banking.
How current is On-Line
Banking product is on a real-time system. Therefore, all transactions and
balance updates are current. Transfers scheduled to happen in the future are
processed by 8:00 AM each business day.
SAVINGS BANK'S On-Line Banking work with QuickBooks, Quicken, and/or Microsoft
BANK'S On-Line Banking will support QuickBooks and Quicken, but will not longer
support Microsoft Money. We have built downloading capability right into
CLAREMONT SAVINGS BANK'S On-Line Banking. To perform a download into QuickBooks
or Quicken, simply click on the appropriate logo.
I can view other
areas of CLAREMONT SAVINGS BANK'S web site but I can't get into CLAREMONT
SAVINGS BANK'S On-Line Banking. What's wrong?
If you are able
to view other areas of our web site, but are unable to access CLAREMONT SAVINGS
BANK'S On-Line Banking, it may indicate that you are having a problem accessing
secured sites in general. Both your browser and Internet Service Provider must
support secured sites. Refer to the requirements for using CLAREMONT SAVINGS
BANK'S On-Line Banking. Using other browsers may prevent access to CLAREMONT
SAVINGS BANK'S On-Line Banking. Another reason that you might not be able to
access CLAREMONT SAVINGS BANK'S On-Line Banking is that your cookies may not be
enabled. In order to enter the secure encrypted site you must accept the
cookies for Internet Explorer 8 or higher:
Click on “Start”
Click on “Setting”
Select “Control Panel”
"Internet Options" icon
Click on the tab
marked "Security”, then click on "Custom" level
Scroll down to
cookies and click the radio button to enable cookies
I'm using XYZ
Company financial software. How do I (perform some task)?
While we do provide
links to a variety of programs on our web site, you will need to contact that
particular software company so they can guide you through the process. You have
already paid that company for such service when you purchased their product, so
you'll want to see what assistance they can provide.
I am having
trouble logging on, what might be the problem?
signing off your browser, then signing back in again. Sometimes the information
has not loaded properly or is hung up. Since some of the pieces are missing,
you may not have a complete connection.
transfers and loan payments scheduled after 6:00 PM are processed the next
business day. Future dated or recurring transfers are processed by 8:00 AM on
the scheduled business day. You may delete the transfer any time prior to
processing. Transfers also appear on your Register screen. If the last column
in the register is marked with an X, the transfer has posted against your
account. If you have any questions or problems regarding your electronic funds
transfer request, please call Customer Care at 603-542-7711 or Toll Free
Can I use On-Line
Banking to make principal reductions on my loan?
If a current
payment is due, the process must be done in two steps. First, the current
payment must be made, using the regular payment button. Second, you can go back
into the transfer screen and do a principal reduction payment, using the
principal only button.
Can I use On-Line
Banking to pay my loan off in full, or to pay down my line of credit?
Please note the
difference in paying off a loan versus paying down a loan: a pay off means
paying the loan in full, which then closes the account, as with a mortgage or
auto loan. A pay down refers to loans such as lines of credit, where the
balance can be paid down to zero, but can then be used again.
With a pay off, there are other considerations such as additional release fees
and interest charges that may not be reflected in the On-Line Banking balance.
Therefore, you will need to contact the bank for this transaction, and cannot
use On-Line Banking. For a pay down, you can use On-Line Banking by clicking on
the loan pay down button.
an electronic version of your checking, savings or combined statement you can
view through our On-Line Banking system. And, just around the corner we will be
adding electronic loan bills. They contain the same information as your
regular monthly statement.
What are the
benefits of using e-Statements?
be viewed at any time. You will have access to your e-Statement sooner
than waiting for a mailed copy to arrive. You will have access to
several prior e-Statements as well.
How do I sign up
Once you click
the e-statement link through the On-Line Banking screen you will be prompted to
accept the e-statement agreement. You can then navigate through your
e-statement by clicking on the tabs at the top of the page or the links at the
bottom. For example, the Current Statement page has the following tabs and
links: Current Statement, Previous Statement, Updated Information, Customer
Service, Account Reconciliation, Disclosure Information, FAQs and Exit.
Will I receive
notification when my e-statement is available?
Yes, you will
receive an e-mail to notify you that your statement is ready to view on-line.
e-statement look the same as my regular printed statement?
will look similar to your printed statement and will contain all the
information that you previously received by mail. In addition, you will see
additional features such as viewing past statements.
How can I view
statements from previous months?
Select the “Previous
Statement” tab. On the previous statement page choose the statement date you
wish to view from the drop down list and click the “go” button. We keep up to
fourteen (14) months of statements online for you.
How do I review
disclosure information for a particular month's statement?
To view the
disclosure information for your current statement, select the “Current
Statement” tab and then select the “Disclosure Information” tab. To view the
disclosure information for another month's statement, select the “Previous
Statement” tab, choose the statement from the drop-down list, and click the “go”
button. Then select the “Disclosure Information” tab. The disclosure
information is for the most recently selected statement.
Who should I
contact regarding statement discrepancies?
possible statement discrepancies, select the “Account Reconciliation” tab and
complete the form by entering the requested information. If your account does
not balance and you are unable to locate the source of the discrepancy, please
contact Customer Care at 603-542-7711 or 1-800-992-0316, or stop at any
How can I make
changes so that my statement will be mailed to me?
Select the “Customer
Service” tab. In the media type section, select the button to have the statement
printed and click “submit”.
How do I change
my e-mail address?
To change your
e-mail address, send your request in an e-mail through the “Mail Box” tab. Select
“Show Outbox”, then “New Message” and compose your email.
What are the
minimum recommended system requirements for e-statements?
requirements for e-statements are:
Pentium 586 or higher
Modem Speed: 28
any size, 800x600 resolutions or higher
Memory Size: 32mg
How do I setup
the Bill Payment Service?
Go to On-Line Banking
and click the “Payments” button on the top, then “Bill Payments” on the left.
processing date be the actual due date of the bill?
No. You should
schedule payments a minimum of five (5) business days for your check payments
and a minimum of three (3) business days for your electronic payments prior to
the actual date.
How soon are
funds actually taken out of my account?
Single Payments - A single
payment will be processed on the business day (generally Monday through Friday,
except certain holidays) that you designate as the payment's process date
provided the payment is submitted prior to the daily cut-off time. The daily
cut-off time, which is controlled by Claremont Savings Bank, is currently 2:00 PM.
A single payment submitted after the cut-off time on the designated process
date will be processed on the following business day. If you designate a
non-business date (generally weekends and certain holidays) as the payment's
process date, the payment will be processed on the first business day following
the designated process date.
- When a recurring payment is processed, it is automatically rescheduled by the
system. Based upon your selected frequency settings for the payment, a process
date is calculated for the next occurrence of the payment. If the calculated
process date is a non-business date (generally weekends and certain holidays),
it is adjusted based upon the following rules:
If the recurring
payment's "Pay Backward" option is selected, the process date for the
new occurrence of the payment is adjusted to the first business date prior to
the calculated process date. If the recurring payment's "Pay Backward"
option is not selected (or if the "Pay Backward" option is not
available), the process date for the new occurrence of the payment is adjusted
to the first business date after the calculated process date.
Note: If your
frequency settings for the recurring payment specify the 29th, 30th, or the
31st as a particular day of the month for processing, and that day does not
exist in the month of the calculated process date, then the last calendar day
of that month is used as the calculated process date. Bill payments are debited
from your designated account within 24 hours of the process date.
What happens if
I do not have enough money in my account to cover a scheduled transfer payment?
If funds are not
available on the requested processing date, your transfer or bill payment may
be cancelled. If a onetime payment is cancelled, you will be required to
reschedule the payment. If a recurring payment is cancelled, future payments on
the recurring schedule will not be affected; however, you will need to
reschedule the cancelled payment if you want it to be paid.
When and how are
my payments delivered and how can I ensure that my payee receives my payments
by the due date?
After funds are
withdrawn from your account, we may remit your payment(s) by electronic funds
transfer, or if the payee does not accept electronic payments, by mailing your
payee a check. Because of the time it takes to remit your payment to the payee,
they will not receive payment on the processing date (the date you instructed
us to deduct the funds from your account). Therefore, you should allow
sufficient time for payments to be received and posted to your account. See “Process
Date” under “Terms and Definitions” for more details on the number of days to
allow for payments to be received by your payee.
You may verify
receipt of the payment by your payee by contacting them directly, or checking
your next billing statement for verification of the posting of the payment.
When is the last
possible opportunity for me to change or cancel a scheduled bill payment?
You can change
or stop a payment prior to the cut-off time on the processing date you
originally scheduled. (You will not be able to change the date on a recurring
payment; however, you can stop and reschedule the payment).
Who do I contact
if my transfer or payment has not been posted?
research can be done on a payment that has not posted, please allow a minimum
of ten (10) business days for a check payment and a minimum of five (5)
business days for an electronic payment or transfer to reach your payee. Often
it does not take this long, but this is the amount of time we allow the
merchant to receive and post our payments. If the transaction has not been
posted by that time, simply contact Subscribers Services by calling
1-888-871-8242. You may also chat with a Subscriber Services representative by
clicking on the Chat button. We will follow up on the payment or transfer and
get back to you within 24 to 48 business hours.
Why are some of
my payees highlighted in Yellow?
Payees that are
in pending status (either (1) added E-mail Payees or (2) transfers that are
awaiting your completion of the confirmation process or (3) added bills that
are awaiting the approval process) will be highlighted in yellow. For added E-mail
payees or new transfers, check your e-mail for a confirmation request that
contains instructions on how to complete the confirmation process. For added
bill payees, it takes up to three (3) business days for an added payee to be
What is a
Challenge Phrase and Response and why is it required for certain transactions?
phrase and response is a question and answer that you established on your bill
pay account. This question and answer should be one that only you know.
Therefore, it provides an additional level of security with your bill pay
Where do I find
more information about Bill Payments?
"Bill Pay" and you will find "frequently asked bill payment
questions" at the bottom of the page.
Savings Bank ever request personal information through its website?
Savings Bank will never ask you for personal, private information on-line
(either through our website, Consumer or Business On-Line Banking or Bill Pay).
It is important that you not respond to any phishing scams, which may request
account numbers, ATM/DC numbers, PIN numbers, social security numbers, etc. YOU
ARE RESPONSIBLE FOR KEEPING YOUR SIGN-ON ID, PASSWORD, ACCOUNT NUMBERS AND
OTHER ACCOUNT DATA CONFIDENTIAL.
Is On-Line Banking
just for personal accounts, or can businesses also use On-Line Banking?
is for anyone: individuals and businesses. We provide separate enrollment
options for individuals and businesses. Note that due to banking regulations,
you cannot create a single enrollment that includes both business accounts --
for which tax is reported under a Tax ID Number (TIN) -- and personal accounts
-- for which tax is reported under your Social Security Number (SSN).
I have both
business accounts and personal accounts; can I transfer between them?
If your business
has its own tax ID number, (TIN), then you cannot transfer between your
business and personal accounts. Banking regulations prevent the Bank from
allowing this type of transaction -- and your accountant would probably also
frown on this type of transaction, even if we allowed it. You can, however, use
On-Line bill payment to solve this problem. As a person, you can pay your
business; and your business can pay you as a person.
Can I initiate a
wire transfer through On-Line Banking?
services are only available through the Business On-Line Banking Suite. This is
an optional service at a modest fee. Please contact us for more information.
Can I initiate
electronic transactions like direct deposit of payroll through On-Line Banking?
Clearing House (ACH) Services are only available through the Business On-Line
Banking Suite. With this service you can initiate a wide variety of Automated
Clearing House transactions including direct deposit of payroll, recurring
debits, state and federal tax payments, etc. This is an optional service for a
modest fee. Please contact us for more information.