Online Banking Upgrade - July 2012
Dear Community National Bank Customer,
Community National Bank is very excited to announce that we are enhancing our Online Banking System. As a user, you will find that the enhancements will provide a much better banking experience when using Online Banking and Bill Pay. We understand that these changes may create some inconvenience for a short period of time and we will be in frequent contact through email, messages on our website, and by phone to help answer any questions and help solve any issues you may encounter.
Community National Bank would like to take this opportunity to thank you for using Online Banking, and thank you in advance for your patience as we enhance our system. If you are not currently using our free Online Banking and Bill Pay, please visit a branch today or visit our website at www.cnbla.com to sign up.
Community National Bank of the Lakeway Area
Online Banking Questions
Why is CNBLA changing my Online Banking?
We are changing our Online Banking System because our customers deserve a more user-friendly and reliable system, and you have asked for it. This is a significant investment for the bank, both in our employees' time and the expense of the project. We have to make this change to provide the excellent Online Banking experience that our customers expect.
What happens to my old Online Banking?
Your old Online Banking access will shut down at 5:00 PM EST on Monday, July 9, 2012. You will not be able to access your accounts while we convert to the new Online Banking system. The new system will be available by Tuesday morning, July 10, 2012.
Will my Online Banking Password stay the same?
For security purposes, CNBLA does not have access to your personal Online Banking password. During the conversion we will provide a temporary password and you will be able to reset the password to the same one you have now (if it meets the requirements for password security). The temporary password will be the last four digits of your Social Security number.
Will my scheduled transfers come over to the new system?
All scheduled transfers between accounts will need to be set up in the new system. Any transactions scheduled to transfer on or before Monday, July 9, 2012 on the old system will be completed. You will be able to transfer between accounts on the new system on Tuesday, July 10, 2012. You will need to reestablish any recurring transfers at that time.
What if I have questions about the conversion?
Please call customer service at 423-587-2345 or 877-587-2343 during regular business hours or send an email to email@example.com.
Online Billpay Questions
Will my Online Bill Payments convert to the new system?
The bill payments that you have set up in the old system will transfer to the new system automatically. You will not have to re-enter your billers' information. To be safe, we recommend that you print out the biller information for every Online Billpay you have set up in Online Banking.
How do I print my current Online Billpay information?
In the Payments tab of Online Banking, go to the "Manage My Bills" section. You can select each Biller name from the drop-down menu. Select "Update biller information" and the biller name, address, and phone number will display (for security purposes, your full account number will not display). You can print this screen for your records. You can print your billpay history by clicking on "Bill History."
When will my bill pay information convert to the new system?
Sunday, July 1st will be the last day for you to add, modify, or delete bill payments on the old system. You will be able to access bill pay on the old system until 10:00 AM EST on July 2nd. Any payments that are scheduled with payment dates after that time will pay on schedule, but you will not have access to delete or modify scheduled bill payments after 10:00 AM EST on July 2nd. On Tuesday, July 10th, you will have access to the new bill payments system to add, modify, or delete payments going forward.
Will my scheduled bill payments come over to the new system?
Yes. All scheduled one-time or recurring online bill payments that are in the old system will be set up in the new system.
Will my eBill setup come over to the new system?
Your online bill payments and account numbers will convert to the new system, but if you have eBills in place that link to your payee's website (such as utility companies) you will have to set up eBills again in the new system. The eBills require secure access and that information will not be converted. This is a simple process that only takes a few minutes for each biller.
External Transfer Questions
Will my external transfer account information come over to the new system?
No. You will need to set up external transfers in the new system to transfer funds between CNBLA and your accounts with other financial institutions. The new external transfer process is much faster and easier than our current process. Monday, July 9th will be the last day for you to modify or delete external transfers on the old system. You will be able to access external transfers on the old system until 5:00 PM EST on July 9th. Any external transfers that are scheduled through July 21st will occur on schedule, but you will not have access to delete or modify scheduled external transfers after 5:00 PM EST on July 9th. On Tuesday, July 10th, you will have access to the new system to add, modify, or delete external transfers going forward.
Mobile Banking Questions
Will I have to reestablish text banking?
Yes. Please click on Options after successfully logging in and choose Mobile Settings and then Text Mobile Settings to enable this service on the new system.
Personal Financial Manager Questions
Will my FinanceWorks accounts convert to the new system?
Your online accounts from FinanceWorks will not convert to the new system. External accounts require secure access and your personal information will not be converted. This is a simple process to setup and will only takes a few minutes for each account.
How do I access the new personal financial manager in the new system?
Please click on My Finance after successfully logging in to enable this service on the new system.
How will I access eStatements after the conversion?
eStatements will now be available inside of Online Banking.
Online Security Questions
What is CNBLA's new online security?
We have implemented a new online security feature that will become part of your Online Banking login process. It helps prevent unauthorized access to your accounts while reassuring you that you're at the actual CNBLA website. It has 2 components: an Image and 3 challenge questions. After you enroll, you will first enter your Username and password, and then you will verify that your image is the one you selected. If the items are yours, you're safe to enter Online Banking.
How is CNBLA's online security more secure?
The new online security protects you from accidentally revealing your username and password to a fake site. In addition, if someone does somehow obtain your username and password, they will still not be able to access your accounts because they are not at your registered computer.
How do I enroll in the new online security?
On July 10th, the new online security system will prompt you to select an image and 3 challenge questions during your initial login.
Can I access online banking from different computers?
Yes – this is exactly the purpose of the new security feature. The purpose of multi-factor authentication is not to limit your online banking access. It is to help you team up with CNBLA to protect your financial information. When you try to login to online banking from a computer other than your normal one, CNBLA will ask you a challenge question that will help us ID you and allow you to view your security image. When you recognize your image you can then enter your password and proceed to online banking from a different computer.
Can I change my security image?
Yes. You can change your image anytime. Click on Options after successfully logging in and click on your image to choose a new one.