Frequently Asked Questions
e-Statement ▪ Online Banking ▪ Debit/ATM Card ▪ Express Phone Banking
What is an e-Statement?
An e-Statement, also referred to as an electronic statement, is a monthly statement that is sent and received electronically. An e-mail notification is sent to a valid e-mail address, informing the customer that their monthly statement is ready for viewing. The e-Statement, which replaces your paper statement, can then be viewed by logging in to online banking. An e-Statement is no different from your normal monthly paper statement, except that is arrives faster and is more secure!
Why should I receive an e-Statement rather than my paper statement?
e-Statement provides numerous advantages compared to normal monthly paper statements!
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They arrive faster than your normal monthly paper statement! That means no more waiting for the mail; your statement is ready the morning after the statement date.
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They are more secure as they reduce the risk of your statement being intercepted by thieves during the mailing process.
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They are green! e-Statement reduces your carbon footprint by using no paper, stamps or envelopes!
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They are more convenient! You can save e-Statements on your computer or you can print them if you choose. Either way, it’s up to you and can be done at your convenience!
Who is eligible for e-Statement and how much does it cost?
All United Bank & Trust checking and savings accounts are eligible to receive e-Statement and the best news is…IT’S FREE!
How do I begin receiving e-Statement?
Simply fill out our e-Statement enrollment form which is available on our homepage (the link at the bottom of the page “e-Statements are just a click away” will lead you to an enrollment form), through online banking, or at any United Bank & Trust location. If you are not already set up with online banking, you will need to enroll in this free service before your e-Statement enrollment can be processed.
How will I know when I can view my e-Statement?
An e-mail notification will be sent to your e-mail address when your statement is prepared and ready for viewing. You may then view your statement at any time convenient for you.
What can I do with online banking and how much does it cost?
With online banking you can do most of your routine banking transactions from your own personal computer. Check your balance, make transfers between accounts, see what transactions and checks have cleared, and view your current and past statements! You can even pay bills with our bill pay system UPAY! Best of all, it’s a FREE service provided to you.
Is using online banking safe?
Online banking is completely secure, as we have taken many precautions in safeguarding your financial information and identity by using the most up-to-date firewalls in addition to….
- Requiring a username and password, which is unique to you, to be entered correctly before granting access to your account.
- Deterring unauthorized individuals from logging on to your online banking account by locking the account if the login information is incorrectly entered three consecutive times.
- Automatically signing your account off if it is idle for 20 minutes.
- Never displaying your full account number during your session.
How do I sign up for online banking?
To begin using online banking, navigate to our homepage and click on “First Time User” located at the top and center of the page. You will then need to fill out the enrollment form in its entirety and click “Submit.” A username will be sent to the provided e-mail address and a temporary password will be sent to the account’s current mailing address within 5 business days.
How do I sign in to online banking?
To sign in to online banking you will need both your username and password. Navigate to our homepage, enter your username and click “Log In”. You will then be prompted to enter your password. If you are logging in for the first time, enter your username and temporary password; you will then be prompted to change your password to your choosing, set your Authentication image and pass phrase, as well as choose three security questions.
What is an Authentication Image?
An authentication image assures you that you are logged in to the official www.ubankonline.com web site. This is an added layer of protection for you. Each time you log into your Ubankonline account, you will see the image you choose during your first logon. If you do not see an authentication image above the request for your password, do not proceed and notify us immediately.
Why do I have to answer additional security questions?
The first time you log in you will be asked to choose and answer three security questions. These questions will be used to verify your identity during future sessions. If you log in to Ubankonline from a computer that is not identified as your personal computer, you will be prompted to answer these security questions.
What happens if I forget my username or password, or if I’m locked out of my account?
After you have entered your username, you will be brought to the normal screen where you will be asked to enter your password. Please click the “Forgot your password?” link and follow the instructions - OR - Simply call any of our branches and speak with one of our Customer Service Representatives who can unlock your account and change your password. All customers will be asked to verify their identity before unlocking the account or issuing a new password.
When is online banking available?
Online banking is available 24 hours day, seven days a week.
How current is my online banking account balances and listed transactions?
Your online banking account displays balances and transactions in real-time.
Is there a daily limit set on my Debit Card?
There is a daily limit of $1,000 set on your debit card when you use your card at a merchant and enter your PIN number (Point-of-Sale Transactions). There is a daily limit of $1,000 per account when you use your debit card at a merchant and sign for your transaction or if you use it at an online merchant or over the phone (Signature-based transactions). There is a daily limit of $500 when you use your debit card for ATM withdrawals.
Why is there a limit set on my Debit Card?
To deter theft, safeguard your money and protect yourself, we have imposed limits on all debit cards.
What if I need to spend more than the daily limit?
Please give any of our branches a call and we will happily assist you in raising those limits for a period of time.
I am traveling out of state and my debit card is being declined…what’s wrong?
As another measure of security, we do block transactions made in several states. If you plan on traveling out of state, please let us know and we can remove this block on your card.
How long does it take to receive a debit card?
Once the application for your debit card is complete, we will send it immediately for processing and you should receive your debit card in 7-10 business days. Please remember holidays will slow the process. PIN numbers will never accompany cards in the same delivery. Customers will receive their debit card first, and the PIN number will be received two-three days after the card.
My card and PIN number are not working…what can I do?
If you are experiencing problems with your card or pin number, please call any of our branches and describe your problem (what error you are receiving, forgotten pin, etc.). We will assist you and work through the problem until we find a solution.
What if I want to change my PIN number?
To protect your security, we do not have access to your pin number. If you wish to change your pin number, you can do so by calling 1-800-303-9476. You can change your pin number to whatever you choose by calling this number, but you will need to have your current pin number present (if you have forgotten this pin number, please contact any branch and request a pin verification; your pin number will then be sent to you by mail within two-three business days).
What do I do if I lose or have my debit card stolen?
If your debit card is lost or stolen, contact any of our branches immediately. Ask the Customer Service Representative to review your current transactions with you to ensure your card has not been used without your approval. The lost or stolen card will then be closed and new one can be issued. If you discover your card has been stolen and it is after the bank’s operating hours, please call 1-800-554-8969. You will need to provide your account number, name and address. A confirmation number assuring your card has been cancelled will be provided. Reporting your card missing or stolen as soon as possible will protect you from further damages.
What happens if, after reviewing my statement or losing my card, I find transactions which were not approved or authorized by me?
Please contact any of our branches and discuss the transaction with a Customer Service Representative. Any of our representatives can get you started with the process of disputing the transaction or transactions.
Is there a fee for using other bank’s ATMs?
Yes, a foreign ATM fee of $1.00 will be applied for each transaction conducted at an ATM not issued by United Bank & Trust. In addition to this fee, many ATM owners will charge a fee to use their ATM. These charges will be displayed on the screen before the transaction is completed.
After logging in to online banking, I see a transaction to a convenience store for the amount that I did NOT purchase. Why am I seeing that amount?
Many gas stations and convenience stores now pre-authorize transactions when customers purchase gas. These pre-authorized amounts can be up to $75. These amounts are only pre-authorized to ensure the customer has the funds for the total amount of the purchase. The pre-authorized amount will never hard post to your account - - only the actual amount of your transaction will.
What is Express Phone Banking and how much does it cost?
Express Phone Banking is a FREE service that allows you the convenience of checking your balance, the ability to make transfers, and the capability of checking what transactions have cleared all from your phone!
How do I sign up for this service?
Stop by any of our branches and ask for an Express Phone Banking enrollment form. Once the form is complete, it will be sent for processing and the service will be available.
What is the PIN number I need to use to access my Express Phone Banking?
Once your request has been processed (usually takes 24 hours), your temporary PIN number is activated. During your first call in, you will be prompted to change your four-digit pin number to your choosing.
How do I reset my PIN?
Your PIN number can be reset by voice prompts thru the Phone Banking 800 number (1-800-553-1781.)
Why am I locked out of my Express Phone Banking account?
If you are locked out of your Express Phone Banking account, you may have entered your PIN number incorrectly. Please try the call again and make sure you are entering your PIN number correctly.