Frequently Asked Internet Banking and Bill Pay Questions

Q: Is the Internet safe and secure for online banking?
A: Yes. This is a common concern with banking and commerce on the Internet. Data on the Internet is safeguarded by encryption as it moves between systems.

Any kind of breach in the security of our systems would be a serious business issue. Our success depends on our ability to manage these systems safely and to continue to earn your trust as our customer. Please be assured that we will take every measure possible to protect the financial information and resources you have entrusted to us.

You can help safeguard your information and the banking systems by protecting your Login ID and Password. A proper combination of your Login ID and Password is the only way to get access into your account. Please be careful to keep this information secure.

Q: Can anyone else see my account information?
A: Your online account information is available through access methods that have been rigorously tested for their security. The information is not public. Only you can access it using your Login ID and Password.

Q: What if Internet Banking goes down? Will my payments be made, will my transfers go through?
A: If Internet Banking and all of our back up systems were to go down, you can be assured that any transaction that you had already processed, prior to the system going down, will go through. If you were in the middle of a transaction and there is some question as to whether the system has received the request, you may feel free to contact us to ensure your transaction request has been accepted.

Q: How long does it take for a payment to reach my payee?
A: The payee receives electronic payments within three days. Payees not set up for electronic payment receive a paper draft on your behalf within 5 to 7 business days. All bills begin processing on the 'Date' you enter on each bill payment if that 'Date' is a business day. If the 'Date' is not a business day, funds are debited from your account and processing begins on the next business day.

Q: What types of accounts can be accessed using Internet Banking?
A: You can access the following types of accounts:

• Checking
• Savings
• Loan
• CD
• IRA
• Money Market

Q: Can I have more than one checking account linked to Internet Banking?
A: Yes. You can link all of your checking accounts to Internet Banking.


Q: How current is this information?
A: All transactions that change your balance will be displayed as they occur on this real-time system. The balances will be updated in real time even though you can not view the transaction history until the following day.

Q: Should the payment date I give be the date the payment is actually due?
A: No. You should plan to make your payments 5 to 7 business days prior to each payments due date which will allow sufficient time for the payee to receive and post your payment. Town Center Bank will not be responsible for any late charges you incur for payments received after the due date.

Q: How soon are the funds actually taken out of my account?
A: Bill payment funds are debited from your account and the payment is mailed or sent electronically to the payee on the 'DATE' you input for each payment. If the day your account is to be debited falls on a weekend or holiday, the payment amount will be debited and processing will begin on the next business day. (In the event the payee does not accept electronic payment, and a draft is issued, payment will be debited from your account when the draft clears.)

Q: What happens if I don't have enough money in my account to cover a bill payment?
A: If your account has sufficient overdraft protection to cover the payment, we'll draw against that. Otherwise, the payment will not be processed and will be considered cancelled and you will be charged a fee for not having sufficient funds.

Q: When and how are my payments delivered and how can I ensure that my payee receives my payment on the due date?
A: All bills begin processing on the 'Date' you input if that 'Date' is a business day. If the 'Date' is not a business day, funds are debited from your account and processing begins on the next business day.

The payee receives electronic payments within three days. Payees not set up for electronic payment receive a paper draft on your behalf within 5 to 7 business days. If you make all payments with the above time frame in mind, your payments will have more than sufficient time to be received and posted by the payee.

Q: Why does it take a few days to process payments?
A: Although a number of your payees accept payments electronically, many do not. For those that do not accept electronic payments, we must send a check to that payee through the U.S. Mail. Once received by the payee, it may also take a day or so for that payee to process the check and post it to your account. Even for electronic payments, it may take two or three days for your payment to be posted. By allowing a few days for processing and delivery, we can help ensure that your bills are paid on time.



Q: What should I do if a payee has not posted my payment?
A: You need to allow a few days for your payee to process your payment. If your payee has not posted the payment to your account after a few days, send an online message to the customerservice@tcbtexas.com to inquire about the status of the payment. Be sure to provide the item's reference number. The reference number is displayed on the Payment History screen under the "Ref #" column. The payment will then be traced and a status response will be sent to you.

Q: How can I prove payments and transfers were made?
A: With each payment and transfer, you are given a reference number so you know we received it. In addition, payments and transfers will appear on your transaction register so you can see they posted. You'll also continue to receive your monthly statement in the mail from your payee.

Q: Will I be charged the monthly service fee even if I don't make any payments?
A: Yes, however, the first month is free. After one month, the Online Bill Pay basic monthly service fee of $5.95 is charged - just like your telephone bill or cable bill. However, this charged is waived for those who pay three bills or more a month during their normal statement cycle provided they have either a Founder's Account or Regular Checking Account. All other accounts are charged $5.95 per month for online CheckFree Bill Pay.

Q: How will the payments be made?
A: We use two methods of payment:

Electronic - sends an electronic credit to your payee.
Paper Check - sends a check to your payee.

Q: Can I choose the method of payment?
A: No. We will process the payment electronically if possible. If not, then a check is produced. Over time, some payees who could not accept electronic payment may be able to do so. They will then begin being paid electronically.

Q: Does Internet Banking work with other Personal Financial Management software packages (e.g., Quicken^® and Microsoft Money^® ) ?
A: Yes. Internet Banking was designed to be highly compatible with other software products. You can download to both Quicken^® and Microsoft Money^®