FAQ

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 access!

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.

What additional 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 is working? - 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 Online 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 Online Banking session.

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 again?
Occasionally, we may prompt you to make sure that the information we have on file is up to date.

How will this help prevent online 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 account? - 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.

What if Claremont Savings Bank's Online Banking goes down? Will my transfers go through?

If Claremont Savings Bank's Online 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?

Some bank accounts do not support transfers. Another reason is the particular account you are interested in using is not active in your Online Banking Agreement. If this is the case, you can request the addition of this account through Online Banking by "Adding an Account" or contact a bank representative for more information.

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 Online Banking?

You can access the following types of accounts:

Checking

Savings

Loan

Certificates of Deposit

Can I have more than one checking account linked to Claremont Savings Bank's Online Banking?

Yes. You can link all of your checking accounts to Claremont Savings Bank's Online Banking.

How current is Online Banking information?

CSB's Online 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.

Does Claremont Savings Bank's Online Banking work with QuickBooks, Quicken, and/or Microsoft Money?

Claremont Savings Bank's Online Banking will support QuickBooks and Quicken, but will not longer support Microsoft Money. We have built downloading capability right into Claremont Savings Bank's Online 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 Online 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 Online 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 Online Banking. Using other browsers may prevent access to Claremont Savings Bank's Online Banking. Another reason that you might not be able to access Claremont Savings Bank's Online Banking is that your cookies may not be enabled. In order to enter the secure encrypted site you must accept the cookies.

To enable cookies for Internet Explorer 8 or higher:

Click on “Start”

Click on “Setting”

Select “Control Panel”

Click on "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?

Try totally 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.

When are transfers processed?

One time 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 800-992-0316.

Can I use Online 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 Online 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 Online Banking balance. Therefore, you will need to contact the bank for this transaction, and cannot use Online Banking. For a pay down, you can use Online Banking by clicking on the loan pay down button.

What are e-Statements?

E-statements are an electronic version of your checking, savings, loan or combined statement that you can view through our online banking system. They contain the same information as your regular monthly statement.

What are the benefits of using e-Statements?

E-statements are convenient and help the environment. They are immediately delivered to you without waiting for the mail. You can also view them at your convenience to review both current and previous statements within a 24 month timeframe. E-statements don’t take up space in your home, but you can still print them at home or at the bank when you need a paper copy.

How do I sign up for e-statements?

Not registered for online banking: Create an account for online banking here. After registering your account for online banking and adding your accounts, follow the steps below.

Already registered for online banking: Login to online banking using your existing username and password. Click on the Accounts tab and then click on Statements on the left bar menu. Select your account that you want to enroll in e-statements from the dropdown menu. You will be prompted to accept the e-statement agreement. After accepting that, you will see your electronic account statement. Repeat this step for each account that you want to enroll in e-statements.

*Please note, if you opened a new account no statements will be available until the first monthly statement has been generated at month-end.

Not seeing a deposit or loan account in online banking? Click on the Account Services tab and then click on Account Management on the left bar menu. Click the Add New Account button and enter your account information.

Are e-Statements secure?

Yes. Electronic delivery of statements may actually be more secure than mail due to the possibility of theft from your mailbox or trash or mail being delivered to the wrong address by the mail carrier.

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 online.

Will my e-statement look the same as my regular printed statement?

Your e-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.

Can some of my accounts be e-Statements and some still be paper statements?

Yes, you can enroll specific accounts in e-statements and leave your other accounts as is, receiving paper statements.

How do I change my e-mail address?

You can call us at 603-542-7711 or 800-992-0316 or send your request in an e-mail through the online banking messages inbox. Click on Messages at the top of the online banking portal, then select Compose a Message and choose recipient Customer Service Desk. Please provide your current email address and the address you would like to have e-statements sent to going forward.

How can I make changes so that my statement will be mailed to me?

Click on "Opt Out of E-statements" in the e-statement portal or call us at 603-542-7711 or 800-992-0316.

Can I consolidate my accounts on one statement?

Yes, to consolidate accounts please call us at 603-542-7711 or 800-992-0316.

Are e-Statements easy to print?

Yes, e-statements are in PDF format and can be viewed and printed in the free Adobe Acrobat Reader.

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 long are e-Statements archived and accessible online?

Electronic statements will be archived for 24 months. You can access, save or print them within that time frame.

Who should I contact regarding statement discrepancies?

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 800-992-0316, or stop at any office location.

What are the minimum recommended system requirements for e-statements?

The minimum requirements for e-statements are:

Processor Speed: Pentium 586 or higher

Modem Speed: 28 or higher

Monitor Size: any size, 800x600 resolutions or higher

Memory Size: 32mg or higher

How do I setup the Bill Payment Service?

Go to Online Banking and click the “Payments” button on the top, then “Bill Payments” on the left.

Should the 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.

Recurring Payments - 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?

Before any 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 approved.

What is a Challenge Phrase and Response and why is it required for certain transactions?

The challenge 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 account.

Where do I find more information about Bill Payments?

Click on "Bill Pay" and you will find "frequently asked bill payment questions" at the bottom of the page.

Does Claremont Savings Bank ever request personal information through its website?

Claremont Savings Bank will never ask you for personal, private information online (either through our website, Consumer or Business Online 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 Online Banking just for personal accounts, or can businesses also use Online Banking?

Online 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 Online 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 Online Banking?

Wire Transfer services are only available through the Business Online 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 Online Banking?

Automated Clearing House (ACH) Services are only available through the Business Online 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.