Frequently Asked Questions: General | Bill Pay | Internet Banking | Mobile Banking | Service & Support | Technical |
| FAQ - General |
| How do I sign up for Internet Banking and Bill Payment? |
| You simply fill out an enrollment form, available on-line and at all Ramsey Bank locations. If you are not currently a Ramsey Bank customer, go to any Ramsey Bank location to open an account and sign up for Internet Banking. |
| How do I sign up for Mobile Banking? |
| You will need to log on to NetTeller, select Options then Mobile Settings. Answer the Mobile Banking questions and read the Agreement. After you click Submit you will receive a SMS (Short Message Service) text that will give you the URL to sign on to Mobile Banking. |
| How much does Internet Banking, Mobile Banking and Bill Payment Cost? |
Internet Banking is free. There are no charges from the bank for Mobile Banking. However, there may be charges from your wireless provider. Bill Payment is FREE for individuals. Business accounts will receive 25 transactions free; transactions over 25 will be charged $.30 each. Imagine the savings in the cost of stamps, checks, envelopes and time! |
| How will I know how to use it? |
Internet Banking is designed to be user-friendly. The screens are simple to follow and you can always access help when you need it. Plus, when you sign up for Internet Banking, you will receive a Welcome Kit which has everything you need to know to make managing your money a breeze. It also provides bank telephone numbers if you need assistance. You can also visit our online demonstration. |
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| FAQ - Internet Banking |
| What do I need to get started? |
| Along with
a computer, you will also need: A Ramsey Bank account A Personal computer using Windows A browser with at least 128 bit encryption Internet access through an Internet Service Provider |
| What kind of browser do I need to have? |
| Internet Banking supports Netscape Navigator™ 7.0 and higher, and Microsoft Internet Explorer™ 6.0 and higher. AOL and other browsers need to verify that your version supports SSL encryption. For added security your browser must support 128-bit encryption. |
| What happens if I don't log off the system? |
| The system has a 10 minute time-out feature. If you are logged in for 10 consecutive minutes without using the system, you will have to log in again to resume banking. |
| Can I change my User ID or PIN? |
| Yes, you can change your User ID and PIN as often as you want. Simply click on Options and follow the simple instructions. The system will also prompt you to change this PIN every 90 days. |
| What if I enter the wrong User ID or PIN? |
| You are allowed 3 attempts to enter your Internet Banking PIN. If unsuccessful after the 3rd attempt, you will be locked out. You will need to contact customer service at 1-800-726-0124 or 701-662-4046 for an immediate reset of your PIN. |
| What if I forget my Internet Banking PIN? |
| You must contact a Customer Service Associate at 1-800-726-0124 or 701-662-4046 and have your PIN reset, because your PIN is confidential and known ONLY to you. |
| Will I continue to receive a paper account statement in the mail? |
| We will mail a copy of your account statement at regular intervals. However, you can choose to receive electronic statements (e-Statements) where you do not receive a mailed copy. |
| If I have a loan at Ramsey Bank, may I set my loan payments in Internet Banking? |
| You can set up loan payments under the Internet Banking transfer function as recurring transfers. |
| How current is the information on Internet Banking? |
| Internet Banking operates in a "real-time" environment. As soon as you make a transfer, the transaction will be reflected immediately on your online account statement. |
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| FAQ- Bill Pay |
| What kind of bills can I pay with Internet Bill Payment? |
| You can pay virtually any type of bill with this system - from ongoing bills like utilities, loans or credit card payments to one-time or occasional bills such as subscriptions, donations, day care, healthcare--any invoice you have in your bill file. |
| What payment options do I have? |
| You can set up automatic payments to recur on the date of your choice - weekly, bi-weekly, semi-monthly, monthly, quarterly, semiannually or annually. You can also make one-time payments whenever you choose. Once the payment is set up, the payee name stays in your system for future payments unless you remove it. |
| Internet Bill Payment gives you flexibility in other ways, too. It allows you to: |
| -see what payments
are pending -review payments and payees -add or delete payees at any time -easily modify dollar amounts to be paid |
| When does the money come out of my account? |
Payments are made no earlier than the date you specify. For an ELECTRONIC PAYMENT, funds are debited the same day that the payment is sent, providing it is sent by 12:00 Noon CST. ELECTRONIC PAYMENTS submitted after 12:00 are debited the next day during bill pay processing. CHECK payment funds are debited from the account when the check clears your account at the bank. |
| When are the payments processed? |
| Payments submitted before 2:00 AM CST Monday-Friday will be processed at 2:00 AM. Payments submitted between 2:00 AM and Noon CST will be processed at 12:00 Noon. Payments received after Noon Monday-Thursday will be processed the next business day. Payments received after Noon on Friday will be processed the next business day. All payments "scheduled" to go on a weekend or holiday will be processed on the processing day before the weekend or holiday. |
| What if the person I'm sending a Bill Pay to is not equipped to accept electronic payments? |
| Our system tries to send as many payments as they can electronically. However, some recipients are not equipped to accept an electronic payment. In that event, our system will send out an actual paper check to the payee. |
| How do I know if a payee is electronic or check? |
| Once you have set up a payee, then you can look at the Payee List screen and look a field that tells you if the payee is electronic or check. |
| Can I stop a payment? |
| Only check payments can be stopped after the check is printed and mailed. The stop payment would be added the same way as a check written out of your checkbook. |
| What do I do about the automatic transfers and payments that I already have set up with creditors? |
| Your automatic payments and transfers will still be in place even if you sign up for Internet Banking. You don't have to do anything...the payments will continue to be deducted from your account. If you make these payments through your Bill Payment on Internet Banking, the payment will be deducted from your account twice. If you would prefer to make all your payments from Internet Banking, be sure you contact the appropriate vendors to cancel the automatic withdrawal. |
| What if I don't have enough money in my account? |
CHECK payments are handled the same way as a check written out of your checkbook against an insufficient balance. ELECTRONIC payments are verified for funds availability during processing. If the funds are not available, the payment will not be processed. Each day the payment will be resubmitted for payment until the funds are available or you delete the payment. If you wish for a message to be displayed in Netteller when you have a payment that has failed, simply go to Options, choose Alerts and then set up the Bill Payment Failed alert. |
| What do the status fields indicate on the Payment History page? |
| Processed - The payment has been processed and sent. Rejected NSF - The payment has been rejected due to Non-sufficient funds. Communication Failure - There was an error due to communication problems. The payment will try again during the next processing run. Vendor Refund - The payment was rejected. The bank will notify you with the reason why the payment was rejected. You will then need to correct the payment and submit it again. |
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| FAQ - Mobile Banking |
| Can I use any mobile device to access my accounts? |
| Yes. You can access your accounts via any mobile device that is web-enabled and allows secure SSL traffic. The only difference is that SMS (Short Message Service) texts will be sent to the phone number entered when enrolling for mobile banking, not any device from which you perform a transaction. |
| What functions can I perform from my mobile device? |
Provided that you have been given access, you can:
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| How can I search for a transaction? |
| You will only be able to view 15 days worth of transaction history on your mobile device. There is not a search feature. |
| How do I know if my transfer or bill payment transaction was entered successfully? |
| Each time you make a transfer or bill payment, a confirmation SMS text will be sent to your mobile device. If you do not receive a confirmation text message, double check to make sure the transaction went through. |
| What happens if I lose communication/signal during a transaction? |
| When you complete a transaction from your mobile device, you will receive an SMS text as confirmation that the transaction was successful. If you do not receive this message due to a dropped call or lost signal, check your accounts and re-submit any transactions that did not process. |
| Why can't I add a new payee? |
| You are limited to sending payments to already established payees. To add a new payee, you will need to log in to the Internet-based NetTeller site. You can then submit payments to the new payee via your mobile device. |
| How do I delete a Bill Payment that I set up through my mobile device? |
| You must log in to the Internet-based NetTeller site and delete the payment from the main menu of Bill Pay. |
| What happens if I lose my mobile device or get a new phone? |
| Since your account data is not stored on your mobile device, your information cannot be stolen. If you change your phone number or provider, simply log in to your NetTeller account via the Internet and update your information on the Options > Mobile Settings page. You will not receive SMS texts regarding Mobile Banking transactions if your phone number is not correct. |
| What if I can't get my mobile device to work with Internet Banking? |
There are a number of reasons that you may experience trouble accessing the mobile version of Internet banking on your phone. To use the mobile version, you need to do the following:
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| FAQ - Service and Support |
| When is Internet Banking available? |
| Internet Banking is available 24 hours a day, 7 days a week. |
| Who do I contact if I have a question or problems with Bill Payment? |
| If you are experiencing any difficulty with the Bill Payment functions, you need to contact the bank at 701-662-4046 or 800-726-0124 during regular business hours. |
| Who do I contact if I have a question or problem with Internet Banking? |
| If you are having problems signing on or any other general Internet Banking question, use the Contact Us link on the home page to send a message to our Online Banking Administrator. If you are signed on to Internet Banking and notice an account discrepancy or any other account issue, use the Contact link at the top of the page to send a secure message to our Online Banking Administrator. A representative will contact you as soon as possible. If you would rather talk to a representative, please contact us at (701) 662-4046 or 1-800-726-0124. |
| Who do I contact if I have a question about Mobile Banking? |
| If you have any questions about Mobile Banking functions, you will need to contact the bank at 701-662-4024 or 800-726-0124 during regular business hours. |
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| FAQ- Technical |
| What is Multi-factor Authentication? |
| Multi-factor Authentication is a regulatory requirement to help protect your online activities. The system will track your normal online banking use, such as which PC you use and normal internet banking transactions for you. Once the system determines what your normal pattern of use is, it will prompt you to select and answer 3 individualized questions. In the future you will only be prompted to answer these questions if the system determines that your pattern of use has changed. |
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