Q&A about Online Documents
Will I continue to receive my printed statement in the mail if I sign up for online documents?
No, when you sign up for online documents you will no longer receive paper documents in the mail effective with your next statement date.
What accounts are available via eStatement?
eStatements are currently available for checking, savings, money market, certificate of deposit and loan accounts.
Why can I not choose “online” for my loan account document delivery?
If one of the following applies to you, the bank needs to make a few adjustments in order to view your information in Exchange OnLine:
- Your loan is currently being paid as an automatic payment out of your account.
- You originally received a coupon book.
- You are receiving a summary of your loan balance information combined with your other deposit account statement.
Please contact your local office or send a message via the Exchange OnLine message center so we may adjust your account settings and have an eStatement generated.
Is there a cost associated with receiving online documents?
No, online documents are FREE to National Exchange Bank & Trust customers.
Is special software required to view my online documents?
Your online documents will be in a PDF format so you will need the free program Adobe Reader or a similar PDF Viewer solution. Visit the Adobe Reader website to download the free software.
How do I make my loan payment when I only receive an eStatement?
The payment coupon on the bottom of your eStatement should NOT be sent in. The easiest ways to make your payments are in Exchange OnLine via a Bill Payment or a transfer. Both methods allow for you to set up an automatic recurring payment or to do the payment manually each month.
DO NOT INCLUDE THE BOTTOM PAYMENT COUPON ON AN ESTATEMENT IF YOU MAKE YOUR PAYMENT VIA CHECK. However, please include your account number on your check.
How do I balance my statement?
You may continue to balance your statement as done previously. If you previously chose to balance using the helpful information on the back of the printed statement, you may still access this form by choosing "Balance & Errors" in the top right location of the menu while viewing your eStatement or you may find it on the Disclosures page.
What should I do if I am unable to download my online document?
First, verify that you have the latest version of Adobe Reader as indicated above. Second, confirm that you have configured your browser to allow pop-ups from the Exchange OnLine site. If you have confirmed that both of these issues are addressed and you are still not able to view your online documents, please call us at 1-877-921-7700 or Contact Us electronically.
How do I allow pop-ups from Exchange OnLine?
Please consult your browser’s help area or visit Microsoft’s Web site to learn how to change your pop-up setting.
Why am I not seeing my tax document?
Electronic tax documents are only found under the Exchange OnLine UserID for the individual under whom the tax information is filed because they are created based on the social security number of the primary account holder, not the account number. In the Overview page of Exchange OnLine, the name of the user can be found directly under the menu. Each user will only be able to see the tax documents filed with the IRS under their social security number as primary.
Why am I not able to view my most recent past document after I have consented?
Due to varying document dates, new customers to Exchange OnLine may not immediately have a past document available. In these cases, you will be notified as soon as a new document is available.
I can only see the first page of my online document. How do I scroll to the remaining pages?
On the top of your document viewer, you will find the page navigation area. You may either directly enter the page to which you would like to move in the white box or navigate through the pages using the arrow keys.
What should I do if I do not receive my online document notification?
If you have not received an email notification that your online document is available to view online, the email address on file may not be current. Please go to "More" > "Customer Service" in Exchange OnLine, and choose "Contact Information" to check your email address and update it if necessary. Your current email address on file is also indicated on the Accounts landing page.
If your email address is correct and you are still not receiving your online document notification, call us at 1-877-921-7700 or Contact Us electronically.
How do I change the email address to which my online document notifications are sent?
You may modify the email address we have on file in Exchange OnLine by going to "More" > "Customer Service" > "Contact Information."
What if I sign up for online documents and then decide I would like to receive paper documents again?
You may revert to paper documents in Exchange OnLine. Click on "More" > "Customer Service" and then click on "Document Delivery." Choose "Paper" from the drop-down menu.
Withdrawal of consent requires that you receive your statements and disclosures via the US Postal Service. If you change an account's statement delivery method from "Online" to "Paper," you will lose access to any statements previously delivered online. You may want to save your online statements before making this change.
You may also withdraw your consent to receive National Exchange Bank & Trust online documents and disclosures electronically by calling National Exchange Bank & Trust at 1-877-921-7700.
