- During
regular business hours Monday – Friday 8:30 am - 5:00 pm call (860) 928-7921. - 24
hour access via TouchTone Banking (888) 963-7000, Option #3 from the main menu; or call VISA® Debit card (800) 847-2911 or (800) VISA 911.
What kind of browser do I need to have?
e-Banking supports Netscape Navigator 4.75 (and higher), and Microsoft Explorer 5.5 (and higher). These browser versions include the encryption levels required by CNB.
Is there a particular browser I can not use for e-Banking?
Yes. We do not support FireFox or Google Chrome at this time.
What happens if I don’t log-off the system?
e-Banking has a ten- minute, time-out feature. If you do not utilize the system within the ten-minute time frame, as a security measure our system will log you off.
What happens if I forget my e-Banking PIN?
You are allowed three PIN attempts; on the fourth invalid attempt, the system will lock you out. This lock out feature will last for 24-hours (from the last invalid attempt). After 24-hours you may attempt to login again. If you do not remember the PIN you can contact a Customer Service Representative to unlock and reset your e-Banking account. The CSR will reset the PIN to the last four digits of your Social Security number.
Can I reset my PIN if I get locked out of e-Banking?
Yes, if you have provided a personal question and answer in the Options tab, you can enable the self reset PIN option. If you have not supplied that information, the self assisted PIN reset is not applicable.
How do I use the self assist PIN reset?
After entering your e-Banking ID, Select Reset PIN at the top right side of the screen. You will be prompted to complete the following information: e-Banking ID; email address (the email we hold on file) and a subject line for the email. The system message will reply: “Thank you. You will receive an e-mail shortly with instructions on how to reset your PIN.”
The email will read: “You have requested that your e-Banking ID PIN be restored. To confirm this request, please click here. This message was sent on (date/time). This link will be valid for 2 hours.” Click on the link. Enter your e-Banking ID. The system will display the personal question you supplied. Enter the (case sensitive) answer. The system will prompt you to create a new e-Banking PIN, re-enter to confirm and then submit. The system will prompt you with two options: Go to Login Page or Close Browser.
Can I download my account information into a personal software program?
Yes
When I download, what formats are available?
Microsoft® Money (.ofx)
Intuit® QuickBooks (.iif)
Intuit® QuickBooks (.qbo)
Personal Finance (.qif)
Spreadsheet (.csv)
Word Processing (.txt)
How current is the information?
The available balance for checking and savings accounts is real time and will change throughout the day based on the activity. As you use your ATM or Debit Card or transfer money between accounts, the available balance is updated to reflect this activity.
How late in the evening can I make transfers or payments?
The transfer cut-off time for current day’s business is 5:00 PM, Monday through Friday. Transfers made on a holiday that CNB observes will be posted on the next business day.
If I establish a recurring funds transfer, at what time of day will it occur?
Between 5:15 pm and 6: pm on the scheduled date, during our End of Day processing.
When I inquire on “Current Day Transactions,” I don’t understand the “Description” of the items posted. Can you explain them?
Transactions viewable under this option that bear the current calendar date or the yesterday after 3 PM, are what we call Memo Posted. Until the bank has completed the processing for that business day, those descriptions will be posted with bank terminology. Listed below are some examples:
- Teller Credit:
A deposit made with a teller. - Teller Debit:
A check or withdrawal transaction made with a teller. - Electronic Debit or Credit:
An electronic transaction to your account –a Direct Deposit; check payment that was converted to an electronic item by the payee; payment of a bill you authorized. - Check in Process:
A check presenting to your account, processed from another bank via the Federal Reserve System. - Bank Credit or Debit:
Bank initiated transaction - Next Bus Day ECredit or EDebit:
Notation of a pending electronic transaction to your account –a Direct Deposit; check payment that was converted to an electronic item by the payee; payment of a bill you authorized. - Phone Transfer Cr or Debit:
A telephone transfer processed by a CNB employee (this transfer amount may include a transfer fee). - POS:
A Point of Sale Transaction. A PIN based transaction made with either an ATM or Visa Debit Card. - DC:
A Debit or ATM card transaction that is settling. The funds are now deducted from the account and sent to the requesting Merchant.
Why is it that on some evenings, I can’t transfer funds on e-Banking?
The option to transfer funds will be unavailable for a short period each business day while we are updating our files. All other functions will be available during this update. Once a month CNB performs additional routine maintenance, which will make e-Banking unavailable for approximately 5 hours. We will notify you at least one day in advance of this by placing a message on the e-Banking sign on screen.
Why is my available balance different than my current balance?
Our policy is to delay the availability of deposit funds. The length of the delay varies, depending on the type of deposit. You can learn more about our policy in our Facts About Funds Availability brochure. This delay may result in your available balance showing a lesser amount than your current balance.
Is any information I provide to you disseminated or sold to other organizations?
No. Any information you give us is used internally, as appropriate, to handle your request.
How can I be assured my transactions are not intercepted over the Internet?
CNB uses multiple types of security: data encryption, industry-leading firewalls, unique identifiers and passwords to name a few. We require customers to have 128 bit security encryption and always recommend you use the latest encryption standards available through your web browser.
Can a business client use e-Banking?
Yes. The person opening the account must be on the corporate resolution and authorized to open accounts on behalf of the business.
Can I transfer money between my personal and business accounts?
Funds transfers and loan payments may only be performed between accounts with the same primary Taxpayer Identification Number (TIN).
What happens if I open an account after I start using e-Banking?
We will add the account to your e-Banking access. If you notice the account is not viewable, contact a Customer Service Representative or click here.
How do I place a Stop Payment?
- Prior
to entering your stop payment order, you should first verify that the item has not already been posted to your account.
- From
the main menu, go to the drop down box “select option”, select Stop Payment. Follow the step by step instruction located at the top of the Stop Payment page.
Can I stop any type of transaction?
No. You may place a stop payment on any check you have written.
Can I place a Stop Payment on an electronic payment?
No. Do not use this process to stop payment on a pre-authorized electronic debit to your account (Debit Card transactions). To stop an electronic debit to your account, please call us at (860) 928-7921 or visit us at any of our branches.
Can I place a Stop Payment on a check issued by PowerPay?
Yes.
What information is necessary to place a Stop Payment?
Exact information is required to ensure the check will be stopped.
- Payee
Name
- Date
of the check
- Check
number
- Dollar
amount
What happens if I can’t remember exact information, like check number or amount?
Utilize the “search” engine in e-Banking. Go to Transactions/Search, by supplying a specific range of information you can narrow the results. You may contact our Data Center (Monday – Friday 8:30 a.m. – 5:00 pm) for assistance with your search.
If you are still uncertain of the exact check information, do not place a Stop Payment order.
How can I find a PowerPay check number?
Log into e-Banking, select PowerPay and History. Refer to the column titled “CK#/Elec. Ref.” to locate the PowerPay check numbers.
Do I have to sign anything?
No. When you select CONFIRM on the Stop Payment, you authorize CNB to establish a stop payment on your account using the information you have detailed.
How long is this Stop Payment active?
Unless you notify us to release the stop payment, this order will remain in effect for six (6) months.
Can I renew an existing Stop Payment?
Yes, if you wish to renew this stop payment after six months, a new stop payment must be placed before the expiration date. Please contact us at (860) 928-7921 if you have any questions.
Can I view existing Stop Payments via e-Banking?
Yes. New Stop Payment orders will be accessible within 24 hours after placement.
Can I edit or delete a Stop Payment online?
No. To edit or delete an existing Stop Payment order, contact our Data Center (860) 928-7921 or visit us at any of our branches.
What is the Stop Payment fee?
$18 per request.
When will my account be charged the Stop Payment fee?
Our regular stop payment fee will be debited to your account, upon confirmation.
How does CNB’s PowerPay feature work?
PowerPay allows you to pay all of your bills while on the Internet. You can set up future and repeat payments as well as check the status of your payments. You may pay as many bills a month online as you want.
Payments are made electronically whenever possible. If the merchant you are paying does not accept electronic payments, a paper check is automatically prepared and mailed to them.
Who can I pay through PowerPay?
You can pay ANYONE in the United States from the next door neighbor, to the utility company, to the bank, and even a child in college across the country.
When are my payments processed?
Payments are collected twice per day Monday – Friday at 3: AM and 1: PM. Payments established after 1:PM EST will be processed on next business day. Payments scheduled to pay on the weekend or holiday will be processed the business day prior.
When and how will the funds be taken out of my account?
Electronic payments processed prior to 1:PM EST will be debited same day. Check payments will be debited as the check clears.
What if I change my mind about a payment?
You may add, edit or delete payments within the file collection process. Scheduled payments can be adjusted the day before the scheduled payment.
Changing a payment amount on the payment date will delete future payments but it may not delete the payment in process.
What if I do not have enough funds in my account to cover a payment made online?
Do not request a payment with PowerPay. If there are returned PowerPay transactions, it may cause your PowerPay service to be cancelled.
What happens if a scheduled a payment falls on a weekend or holiday?
Payments scheduled to pay on the weekend or holiday will be processed the business day prior to the weekend or holiday.
How far in advance can a payment be set up?
Currently, a recurring scheduled payment can be set up in advance to any date in the future. A one time payment can be set up to be sent 5 years in the future.
Are there any payees that I cannot pay through the PowerPay service?
You can pay ANYONE in the United States.
How long does it take a payment to reach the payee?
ELECTRONIC: allow 3 to 4 business days from when the payment is submitted.
CHECK: we guarantee that the check will be in the mail on the same day the payment is submitted, if it is entered before 1:PM EST. (This is the same as if you wrote the check out of your checkbook, and put it in the mail on the same day). The only difference is that it will be printed and mailed from Myriad Systems Inc. Oklahoma City, Oklahoma. Allow 5 to 7 business days for a check payment. (Just a note – we have no control over the U.S. Postal Service).
How are payments approved for processing?
Electronic payments are validated against the account balance prior to processing, and check payments settle against the account like any other check. The payment is limited by the amount of funds in his account.
What will happen if I do not have sufficient funds for a payment?
ELECTRONIC payments are verified for funds availability during processing. If the funds are available, the account is debited for the payment. If the funds are not available during the 3:AM processing, we will try again at 1:PM. If the funds remain unavailable, you will receive a message that the payment could not be processed due to insufficient funds. The payment will continue to be attempted until either there are adequate funds to let it go through or you delete the payment.
CHECK payments are handled in the same manner as a check written out of your checkbook against an insufficient balance.
Are there minimum or maximum payment amounts?
There are maximum character limits for payments:
Electronically payments can not exceed $500,000.
Check payments can not exceed $9,999,999.99.
How many payees am I able to set up?
There is no limit to the number of payees.
Can I use PowerPay if I live outside the U.S.?
Yes, as long as your checking account is with us and the payments you intend to make are within the U.S.
How long after signing up can I begin using PowerPay?
Immediately.
Do I need an ID and PIN to use PowerPay?
No. We will link your access from the e-Banking menu, enabling you to sign onto both e-Banking and PowerPay with just one ID and PIN.
How long will payment history be viewable online?
Payment history for active and deleted payees is viewable for 18 months.
Who do I call if I need to check on payment I made, to stop a PowerPay payment or to get a photocopy of a check?
After the check is printed and mailed, the payment history will show the check number for that payment. Processed PowerPay checks will be accessible under your e-Banking transactions. To place a stop payment on a PowerPay check, call Customer Service (860) 928-7921 during regular banking hours or contact us by email at service@cnbct.com.
- $18.00
fee for a PowerPayer Stop Payment. - $7.00
per copy of cancelled check payments - $27.00
penalty fee for each PowerPayment transaction paid against insufficient funds. - $10.00
fee if your PowerPayer account is closed within 90 days of opening.
How do I know if my payee will receive an electronic or check payment?
After adding the payee to your data base, select the PAYEE tab. You will see a field that will show whether that payment is set up to be electronic or check form.
Can an electronic payment be deleted once it has been submitted?
No. Once the payment is submitted, it will be processed. Contact the payee for a refund.
How will the PowerPay check look to my payee?
All checks issued through PowerPay are encoded just as if they were a check from your own checkbook. The signature line on the check is usually printed as ‘Signature on File’, or ‘As Authorized by Accountholder’. The checks are printed and mailed from Myriad Systems Inc. in Oklahoma City, Oklahoma.
What should I do if the mailing address on my bill changes?
Electronic Payees addresses cannot be edited, they must be deleted and re-entered. To edit check payees, go to Payee Listing and Edit to make changes. Please note you can not delete or edit a payee if there is a scheduled payment pending. The scheduled payment must be deleted prior to editing or deleting the payee.
Can I have multiple payments to the same payee on the same day?
Yes.
What are my choices for scheduling payments?
- One time
= Payment, without recurrence of the effective date you have selected.
- Weekly
= Payment will recur weekly of the effective date you have selected.
- Bi-Weekly
= Payment will recur bi-weekly of the effective date you have selected.
- Semi Monthly
= Payment will recur on two effective dates selected.
- Monthly
= Payment will recur monthly of the effective date you have selected.
- Quarterly
= Payment will begin on a selected month and day in the current year and recur quarterly (every three months).
- Semi-Annually
= Payment will begin on a selected month and day in the current year, with one recurrence
- Annually
= Payment will begin on a selected month and day in the current year, without recurrence.
Will a payee be able to view the memo I list on the payment?
Check payments will reflect a memo field, electronic payments will not.
What is an Expedited Payment?
Expedited Payments enables the bank to generate a PowerPay Check Payment on your behalf. This type of payment will be processed immediately right through 7PM EST and will be delivered to the intended Payee via FedEx Overnight delivery on the next business day.
Who can I pay with Expedited Payments?
You can pay anyone in the Continental United States as long as FedEx has validated the address as deliverable. FedEx is unable to Deliver to a Post Office Box.
What is the process of Expedited Payments?
Select Expedited Payment - Enter payee name, account number, address, phone number, memo (optional), payment amount and select Pay from Account. The payee address will be scanned for a valid FedEx delivery point. The funding account will be validated for availability of funds to cover the check and the FedEx processing fee. The sum is then debited from your account. The payment information is sent to our check processor. A check is printed and delivered to FedEx. The signature line on the check will contain the following statement: “As Authorized by Account holder”. The check will then be delivered to your payee.
Is there a dollar limit for Expedited Payments?
No.
When and how will the funds for an Expedited Payment be taken out of my account?
Expedited payments are immediately verified and debited from your account via electronic debit.
What if I do not have enough funds in my account to cover the Expedited payment?
Review your account balance prior to establishing an Expedited Payment. If you do not have sufficient funds the payment will not process or will reject.
How long does it take an Expedited Payment to reach the payee?
Expedited Payments requested (prior to 7PM EST) on one business day are sent via FedEx overnight with a next business day delivery.
Is a Saturday considered a business day?
No.
Will an Expedited Payment be delivered on a Saturday?
No. FedEx will not deliver on a Saturday because most businesses are closed.
What is the cut off time for Expedited Payments?
You may establish an Expedited Payment until 7PM EST. Expedited Payments processed after 7PM EST will be considered a request for the next business day.
What time will an Expedited Payment arrive at the Payee’s location?
Depending on the FedEx service area, payments will generally arrive by 10:30AM local time.
Not all areas/addresses in the Continental United States are eligible for overnight delivery via FedEx. What happens if I attempt to set up one of these addresses?
The system will indicate that it cannot guarantee Priority Overnight Delivery.
Is this feature available to Cash Management and e-Banking users?
Yes. Anyone with access to PowerPay will have access to expedited payments.
Do Expedited Payments process at the normal PowerPay processing times of 3AM and 1PM?
No. Payments are processed at the time they are requested.
Can I cancel an Expedited Payment?
You may cancel an expedited payment at any point during the set up or prior to confirmation.
How is the check number selected for this payment?
The check number is system generated. The check number will display in the transaction history after processing.
Can I get an image of my Expedited check payment?
Yes, you may contact customer service (860) 928-7921 to request an image of the check.
Is a receipt signature required for Expedited Payments?
FedEx does not require a signature upon receipt.
Is there a fee for Expedited Payments?
Yes, there is a FedEx delivery fee of $19.95 for each Expedited Payment.
How will I know if the Expedited Payment has been approved and received?
You will receive a confirmation message along with a FedEx tracking number. Simply click the Tracking Number link to redirect to the FedEx website where you can track your expedited check payment.
How do I enroll in e-Statements?
Click here for enrollment instructions.
How do I know when my e-Statements is ready?
You will receive an email notification that your e-Statements is ready to view.
How long do I have access to my statement online?
Your statement history will begin to build when you first begin utilizing e-Banking. The system will retain, up to the last six months, of statement text information.
Do I get images of my cancelled checks with e-Statements?
No. The images of cancelled checks are not supplied via e-Statements. Check images can be obtained for a period of 90 days by selecting transactions, then history. Enter the search data and submit.
What if I need images of cancelled checks that I do not have access to online?
Contact CNB (860) 928-7921. We will be happy to provide you with the information you need.
What type of accounts can I opt into with e-Statements?
Any account you normally receive monthly statements for.
How would combined statements work with e-Statements?
You would receive one e-Statement notice. The statement provided would reflect the information for both accounts.
When selecting the accounts I want e-Statements for, why are some of the boxes not selectable or are grayed out?
There are three reasons the checkbox is not selectable:
- The
account statement has been combined with another account, already enrolled.
- Accounts
are jointly owned, joint owner may have already been enrolled under their own e-Banking ID. - The
account does not receive a monthly statement.
What happens to e-Statements, if my e-Banking ID is deleted or falls off the system because I haven’t used it in 12 months?
You will receive the traditional paper monthly statement.
After selecting the accounts I want e-Statements for, am I automatically enrolled?
No. The paper statement will not be suppressed until you have confirmed the enrollment by selecting the link on the enrollment verification email you receive.
What if I decide I want to cancel e-Statements and go back to receiving my traditional paper statement?
You can follow the same process to opt out of e-Statements as you did to enroll.
Do you have a question that we didn’t answer? Please ask us at one of our locations or contact us.
Interested in applying for these services? Click here
