FAQs

Contents

Account Information

Q: How do I know if I am fully covered by deposit insurance?

A: The FDIC Web site has a feature called "Ask EDIE" that allows you to input your account information. EDIE then reports what is covered as long as the information you input is accurate. National Exchange Bank & Trust staff members may give you their best understanding of, but cannot guarantee, coverage. If you have questions, it is best to contact the FDIC directly.

Q: How can I access my accounts from home?

A: There are two easy ways to obtain information on your accounts.

  • Exchange Line is a telephone banking product that allows you to receive account information after entering your account number and your Exchange Line Personal Identification Number. Call 1-800-707-BANK (2265), and the automated voice will guide you through your call.
  • Exchange OnLine is another convenient option. You may view account information, transfer funds, view and pay your bills and more when you enroll in this service. Once you have a User ID and Password, you may also access your information via your mobile device.

Q: What is the National Exchange Bank & Trust routing number?

A: The routing number for National Exchange Bank & Trust is 075900766. You may also 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: There are a variety of Overdraft Programs available to you that vary in fees and process.  Please visit our Overdraft Protection page within our Checking Account sub-menu.

Exchange OnLine

eStatement FAQ
FinanceWorks FAQ
E-bills FAQ
Expedited Payment FAQ
Mobile Remote Check Deposit FAQ

Q: What accounts can I view on 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. If you ever forget a password, click the "reset it yourself" link under the password entry box after entering your User ID.  You may reset your password via an automated phone call or text to a contact number on our system or by answering questions randomly generated from public data and credit bureaus. YOU MUST USE FORGOTTEN PASSWORD BEFORE YOU ARE LOCKED OUT. You may change your password at any time by selecting the Customer Service menu option. If the forgotten password feature fails, simply call your local office during normal business hours for a password reset.

Q: How far back can I see my transactions?

A: You may view activity as far back as 550 days. 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 transactions?

A: You have the option to download your activity and save it in a variety of formats. Select “Accounts” and click on Download banking transactions in the menu. This will help you keep track of your monthly account summaries.

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 currently pending for the day. Your Available Balance is your Current Balance minus any holds. You may click on the amount of your Available Balance for an itemization of how it is being calculated from your starting balance and for your "Accessible Balance" that includes your Personal Line of Credit if applicable.

Q: How do I notify the bank that my email address has changed?

A: When you are logged into Exchange OnLine, either click the change link next to your email address on the Financial Center or choose the "Customer Service" menu and then choose "Manage Contact Information" in the menu drop-down.

Q: Where can I find interest information?

A: When you are logged into Exchange OnLine, choose Account Activity within the Accounts menu. In the top section before the transaction listing, there is a link that says "View Account Information." The link will show you the interest related to the loan or deposit account selected in the drop down menu. Both year-to-date and prior year information is available.

Q: I forgot my password and have been given a temporary password to login with. Why isn't the temporary password working when I try to access my account using my mobile device?

A: Temporary passwords will not work on the Mobile App or Mobile Web. Please visit the full Exchange OnLine site where you will be prompted to change the temporary password.

Loans

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

A: National Exchange Bank & Trust does not have a pre-payment penalty on its home mortgage loans. The customer may pre-pay any additional 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 may use our online loan application to obtain pre-approval.

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 our current mortgage rates.

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 1-877-921-7700. After normal business hours, please call 1-800-236-2442 for a CheckCard or ATM Card and 1-800-221-5920 for the Classic and Platinum Visa Credit Cards.

Visa CheckCard

Q: What if I cannot read the three digit security number on the back of my card?

A: National Exchange Bank & Trust does not know nor have access to your CVC number. If you would like to write it down, please keep it in a safe place and do not include your card number with it. If you do not know your CVC code and cannot read it, you will need to order a replacement card from your local office to complete any transactions over the phone or online.

Q: How do I reset my PIN on my CheckCard?

A: If you know your current PIN, you may change it via Exchange Line using your card number and Exchange Line Personal Identification Number or by visiting your nearest office. If you do not know your current PIN, please request a PIN reset that will be sent via the US Mail.

Q: Why isn't my Visa CheckCard working?

A: There are a number of potential reasons why the transaction you are attempting is not being authorized. Some of them may include:

  • After twelve months without being used, your Visa CheckCard becomes inactive.
  • You may have accumulated more than three PIN or transaction failures. Please contact us to verify and reset.
  • You may be over your card's transaction limits for the day.
  • The business accepting your card over the phone may not be inputting the security code or expiration date accurately.
  • Funds in your account may not be available at this time.
  • Your account may be overdrawn, or you may be at your maximum overdraft limit.

If your card is not working as you expect, please contact us so we may investigate.

ACH (Automated Clearing House) Information

IAT (International ACH Transaction) FAQ
IAT (International ACH Transaction) for Corporate Practitioners
IAT (International ACH Transaction) Transaction Analysis

Online Account Opening

Q: How can I speed up my application?

A: If you already have an account with us, we can automatically fill out parts of your application using the information you provided when you opened your other account. You may speed up your application using information from your ATM/CheckCard or a deposit account (but not a CD).

Q: Which ownership type should I choose?

A: If you will be the only person to have ownership on this account, select Individual. If you want to add a co-owner to the account, select Joint.

Q: How is my personal information used?

A: Federal law requires that all financial institutions obtain, verify and record personal information that identifies each person who opens an account. Your information is securely stored on your account and customer records once your new account is opened.

Q: Why do I need to review and accept disclosures?

A: Disclosures contain the important terms and conditions that apply to your new account. Reviewing and accepting disclosures ensure that you are informed about how we will manage your new account.

Q: Can I access these disclosures after I leave this page?

A: Yes. Disclosures are available on our website at any time.

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