FAQ: Online Banking
How much does Online Banking cost?
Basic service is free of charge for both personal and business accounts. See a list of charges for additional Online Banking services.
Can I name my accounts?
If you would like to create special names for your accounts, simply click on "Nicknames" button on the account balances screen and enter the name in the space provided. Once you click "Submit," the existing name will be replaced by the Nickname.
How do I add or delete accounts shown on Online Banking?
To add or delete accounts, an authorized owner of the account must make a written request to the bank. Personal account owners may submit this request via e-mail at IBS@charterbankwa.com. Business accounts must submit a revised business online banking enrollment form (available from your Relationship Manager) signed by an authorized signer.
How recent is my account information?
We generally update balances by 8:00 a.m. Monday-Saturday (excluding holidays). After that time, account information shown online, including account balances, history and other transactions, reflects the most recent data available as of closing of the prior business day. In addition, we "memopost" checks and ACH debits that will clear the account that evening.
How do I change my password?
You may change your password at any time from the log-in screen. Enter your log-in ID and current password. Check the box requested to change your password and click "Submit". You will then be prompted to change your password.
What if I forget my password?
You are allowed three attempts to enter your password. After three unsuccessful attempts, you will be locked out of Online Banking. Access may be gained by calling Charter Bank during business hours at 1-866-577-0843.
Which browser should I use for Online Banking?
Online Banking requires the use of a browser with 128-bit encryption-for example, Microsoft Internet Explorer 4.5 or newer, Netscape Communicator 4.5 or newer, or America Online 4.5 or newer. These browsers prevent sensitive information from being written onto your hard drive, making it virtually impossible for unauthorized users to access your information.
What will happen if I don't log off the system?
As an additional security feature, Online Banking will automatically log you out after 30 minutes.
How much history will be available on the account history page?
Up to 99 days of account history are available. Activity past 99 days may be accessed under the "Statements" tab in the history menu.
How do I know if my online transfers have been made?
To check the status of a funds transfer, click the "Transfer" button, and then click the "View Postings" button. Online Banking assigns a confirmation number to all pending and processed transfers.
How do I download history to my Quicken, Quickbooks, or Microsoft Money?
In the history menu, click on "Export History". Select the type of software you use, and the account and date range you wish to download. Save the history file on your computer. Once the file has been saved, open your Quicken, Quickbooks, or Microsoft Money program and import the history from the file you saved. If you use Quicken version 99 or newer, the WebConnect option will directly download your information into Quicken.
FAQ: Bill Pay through Online Banking
How do I add the optional Bill Pay service?
Our Bill Pay service may be added to your account at anytime. Personal Online Banking users may send a request using the email button on the balances or welcome screen on their Online Banking account. Business users must submit Cash Manager & Bill Pay form (available from your Relationship Manager) signed by an authorized signer.
How much does Bill Pay cost?
Bill Pay is free for personal accounts. Business Bill Pay is $5.95 per month, for up to 15 payments in a month. Additional payments are $0.40 each. See a list of charges for additional Online Banking services.
Who can I pay with the Bill Pay service?
You can pay anyone in the United States whom you would normally pay by check or automated debit, with the exception of state and federal tax payments and court-ordered payments. For businesses, taxes can be paid using the EFTPS option in Cash Manager.
Are all my payments sent electronically?
Many of your payments are made electronically; other payments are made by check. For example, some payees such as individuals cannot receive electronic payments, so a check is printed and mailed to the payee.
When paying a bill, when is the money drawn from my checking account?
Funds for the payment clear your account on the scheduled payment date. At times, the Bill Pay system may pay a payee by check. When this occurs, the payment will clear your account once the payee cashes the Bill Pay check.
How do I know if a bill payment has been scheduled?
In Bill Pay, click on "Payment Activity" to view a list of pending and processed bill payments.
When should I set up a payee as a "Recurring Payment"?
You should only use the recurring payment feature for payments that you want to make automatically, on a predetermined schedule, and always for the same amount. If the payment amount or date will vary, you should add the payee and schedule each payment individually. | 
