Frequently Asked Questions

Loans
Account Information
Current Issues
Investments
Internet Fraud
Visa CheckCard
Lost or Stolen Cards
Exchange OnLine
eStatements

Loans

A: If you are a mortgage loan customer of National Exchange Bank & Trust, you can use the equity in your home to make purchases for almost any reason. Depending on your current credit score, you can get a great interest rate on this loan. A line of credit is set up and a checkbook is issued to easily withdraw money from the line by writing a check. To pay back the line of credit, you simply make a payment at the bank or transfer money on Exchange OnLine.

Q: What is the difference between a Home Equity Line of Credit and a Home Equity Loan?

A: The biggest difference between a Home Equity Line of Credit and a Home Equity Loan deals with the ability to borrow funds. A Home Equity Line of Credit is called open-ended credit. This means that customers can borrow back what they pay off the principal of the loan without having to rewrite the loan as customers need money. A Home Equity Loan (often called a second mortgage) is closed-ended, which means customers cannot borrow back any amount paid off the principal unless the loan is refinanced.

Q: How do I figure out what my payments will be on a loan?

A: Your payments will vary depending on the rate you are offered based on your current credit score. Once you know the rate, you can plug it into our convenient loan calculator, along with the amount of time you will take to pay back the loan. This will estimate the monthly payment for you.

Q: What is a personal line of credit?

A: With a personal line of credit, your checking account becomes your own pre-approved loan. Applying for a personal line of credit is similar to applying for a loan. You can use the extra funds as you wish by simply writing out a check up to the pre-approved limit. This loan also protects you from embarrassing overdraft charges by automatically transferring funds from your line of credit into your checking account. Paying back the line is simple. On the date your statement is prepared, a monthly payment will automatically be deducted from your balance, or you can make payments at your convenience at your local office.

Q: What types of mortgage loans are available?

A: Locally-serviced 15, 20 and 30 year fixed rates in addition to short term loans from one to three years. Whatever your needs in home financing, National Exchange Bank has loan officers that can assist you in putting together a mortgage plan that will meet your individual situation. To estimate how much house you can afford, try our convenient loan calculator. We also offer a bi-weekly mortgage plan to help you save. Because more money will go towards the principal of the loan, you’ll actually be making an additional month’s payment each year.

Q: Is there a pre-payment penalty on mortgage loans?

A: National Exchange Bank & Trust does not have a pre-payment penalty on its mortgage loans. The customer can pay any amount, any time and in any given year without penalty.

Q: Can I be pre-qualified for a mortgage loan?

A: Yes. National Exchange Bank & Trust will pre-qualify a customer at no charge. The lender will advise you of the amount you could qualify for pending a verification of your pre-qualification application. You can also use our online calculators to estimate your pre-qualification.

Q: Are mortgage rates for National Exchange Bank & Trust posted on the Internet?

A: Click Here to view our current mortgage rates, or call any office of National Exchange Bank & Trust to inquire on the current mortgage rates.

Account Information

Q: How can I figure out my account information at home without my statement?

A: There are two easy ways to obtain information on your accounts. The first is Exchange Line, a telephone banking product that allows you to get personal account information after entering an authorization code. The number is 1.800.707.BANK (2265). The automated voice will guide you through your call. If you have Internet access, Exchange OnLine is another convenient option. You can view account information, transfer funds externally, pay your bills and more when you are signed up for this feature. To try out Exchange OnLine, visit our OnLine Demo. To sign up, click "Exchange OnLine" in the Online Access" menu on the left hand of the screen. You may also complete the simple application form and drop it off at any National Exchange Bank & Trust location.

Q: Where do I find my bank routing number?

A: The routing number for National Exchange Bank & Trust is 075900766. You can find the nine-digit routing number in the lower left-hand corner of your check, right before your account number.

Q: What is overdraft protection? How can I set it up?

A: Overdraft protection is a feature that protects you from overdraft charges in case of an overdraft. You can set up overdraft protection by applying for a Personal Line of Credit or by setting up an automatic transfer from your savings. Contact a customer service representative for more information.

Current Issues

A: Check 21 is a federal law, in effect since October 28, 2004, that was designed to allow banks to handle more checks electronically. It allows check processing to be faster and more efficient. Banks may capture a front-to-back image of the check and send it along with payment information. When the receiving bank gets the electronic version of the check, they can make a paper copy, or a "substitute check." It is completely safe and secure. If you currently take advantage of our free check safekeeping service, you likely have not noticed a change. The main reason for Check 21 is to speed up the check clearing process. For more information, please visit the Federal Reserve Board Web site.

Investments

A: National Exchange Bank & Trust has two Raymond James Financial Services representatives to assist you with your investments. These services are available directly through the bank, but offer the protection and guarantees of Raymond James Financial Services. There are a number of products and services available to support you in your financial planning. Please contact 920.921.7765 or 877.515.4580 (toll free) to make an appointment or for more information. National Exchange Bank also offers wealth management consultations through our Trust Department.

Internet Fraud

A: Criminals are soliciting customers by e-mail in an effort to illegally obtain personal information. The e-mail address and the Web site address may appear almost identical to those of legitimate financial institutions. The email will claim that there is a problem with an account or that they need to update information and will provide a link to a site that may look authentic. You will be asked to input personal information such as bank account numbers, PINs and a Social Security Number. These e-mails attempt to trick customers into supplying sensitive personal data. Contact the real web site of your financial institution or call them directly if you feel you may have been phished.

Q: Who should I contact?

A: Contact a National Exchange Bank & Trust Customer Service Representative immediately at your local office or by calling 920.921.7700 if you suspect identity theft or fraud involving any of your accounts with National Exchange Bank & Trust.

Visa CheckCard

A: The National Exchange Bank & Trust Visa CheckCard is similar to an ATM card. It offers all the benefits of an ATM card, such as transfers, deposits and cash withdrawals. It has the added bonus of completing transactions just like a check. Instead of writing out a check, you can use your card like a credit card and the purchase is directly deducted from your checking account.

Q: Does the Visa logo mean that it’s a credit card?

A: No, the Visa CheckCard is not a credit card, however, it can be used anywhere that accepts a Visa credit card.

Q: What are the benefits to using the National Exchange Bank & Trust Visa CheckCard?

A: With your Visa CheckCard, there is no need to write out a check. Since it is not a credit card, you will not get a bill later. It also extends the geographical range of your checking account since Visa is accepted in many places throughout the world.

Q: How do I keep track of purchases made with my National Exchange Bank & Trust Visa CheckCard?

A: Every time you make a purchase with your card, you’ll receive a receipt. Enter the transactions in your register, and keep these receipts for your own record. When you receive your monthly statement, you will see your CheckCard transactions listed as a "POS Purchase." Compare your statement with your receipt and balance your account as you would if you had written out a check.

Q: What is the Visa Extras Program?

A: Visa Extras is a program sponsored by Visa that allows you to earn points towards rewards for using your National Exchange Bank & Trust Visa CheckCard. Groceries, dining out and filling up your gas tank can add up to points simply by using your card and signing for the purchase. You can build up points with qualifying purchases and redeem them for rewards such as retail items, movie tickets, merchandise and more. To enroll, visit www.visa.com/extras/ or call 800.960.8472.

Exchange Online

A: You can view any account including personal checking, savings, credit cards, loans and certificate of deposits. As soon as you sign on, you will see a list of your personal accounts.

Q: What happens if I forget my password?

A: Exchange OnLine has a Forgotten Password feature. When you first logon to Exchange OnLine, you will be asked a number of personal identity questions. If you ever forget a password, you simply answer three of these identity questions, and your password can be reset. You can change your password at any time, or change the answers to these questions by selecting the Administration tab. If the forgotten password feature fails, simply call 1-877-921-7700 during normal business hours for a password reset.

Q: How far back can I see my activity?

A: You can view activity as far back as 13 months, however, you are only able to view a limited number of transactions at one time. New Exchange OnLine users will be able to view activity only from the time they sign up for the product.

Q: How can I save activity?

A: You have the option to download your activity and save it in Microsoft Money or Microsoft Excel on your PC. Select Accounts and click on Download Activity. This will help you keep track of your monthly account summaries.

Q: How do I transfer funds?

A: You can transfer funds internally from any depository accounts by selecting Transfers and clicking on One-Time Transfer or Repeating Transfer. From here, the screen will prompt you so you can complete the transaction with ease. Please see a customer service representative before conducting an online transfer. With prior written authorization, you can also transfer from a National Exchange Bank & Trust account to an account set up at another bank. You can set up a one-time transfer or a repeating transfer by selecting Transfers or External Transfers. You can also view pending transfers or change the date of a repeating transfer. Funds transferred after 8 p.m. (CST) will be processed the following day.

Q: What is the difference between my Current Balance and my Available Balance?

A: Your current balance is your most up-to-date balance. It includes any electronic transactions for the day. Your available balance is your current balance minus any holds. If you have a personal line of credit, your current balance will also include this amount.

Q: What if I don?t have a computer or Internet access?

A: National Exchange Bank & Trust offers a convenient Telephone Banking Service as well. By calling 1-800-707-BANK (2265), you have the ability to hear depository and loan account information, transfer funds and listen to current rate information. All you need is a touch-tone phone, your account number and your access code. Your default access code is the last four digits of your social security number. You are encouraged to change this code the first time you call by pressing 4. An automated voice directs you through Exchange Line.

Q: How do I notify the bank that my e-mail address has changed?

A: When you are logged into Exchange OnLine, choose the "Customer Service" tab and then choose "Change e-mail address" under the Account Maintenance list.

Lost or Stolen Cards

Q: What do I do if my card is lost or stolen?

A: During normal business hours, please call the bank at 1-888-921-7700. After normal business hours, please call 1-800-236-2442 for a CheckCard or Debit Card and 1-800-221-5920 for the Classic and Platinum Visa Credit Cards.