FAQs

When will the money be taken out of my account?
For an Electronic Payment, funds are debited the same day that the payment is sent, if the payment is sent before noon. Electronic payments submitted after noon are debited the next day during bill pay processing. Check payment funds are debited from the account when the check clears the account.

What if I do not have enough money in my account?
Check payments are handled in the same manner as a check written out of the customer's checkbook against an insufficient balance.

Electronic payments are verified for funds availability during processing. If the funds are available, the customer's account is debited for the payment, and the payment information is sent for processing. If the funds are not available with the 2 AM processing, another attempt will be made with the noon processing. The customer will receive a message after processing informing him that the payment could not be processed due to insufficient funds. The payment will continue to be attempted until either the customer has the funds to let it go through or the customer deletes the payment.

How late in the day can I enter, edit or delete?
You can add, edit, or delete a payment up to 2:00 am for the 1st processing and up to noon for the 2nd processing on the day the payment is sent.

What happens if I have a scheduled payment that falls over a weekend or holiday?
Bills do not get paid on holidays or weekends. If a SCHEDULED bill payment falls on a holiday or weekend, it will be paid on the Friday before the weekend, or the last working day before the holiday.

Are there any merchants that I cannot pay through Bill Pay?
Customers cannot send an electronic payment to a payee that is not in the electronic database. Payees are not verified for check payments.

Can I get a copy of a cancelled check?
Yes. Cancelled checks can be printed from E-Bank or can be requested through Extraco Banks customer service.

How long is the history retained in the View payment History section?
Payment history for active and deleted payees is retained and viewable indefinitely.

How far in advance should I set up a payment to ensure it is paid on time?
For an electronic payment, allow 3 to 4 business days from when the payment is submitted.

For a check, we guarantee that the check will be in the mail on the same day the payment is submitted, if it is entered before noon. (This is the same as if you wrote the check out of your checkbook, and put it in the mail on the same day). Allow at least five business days for check payment. (We have no control over the U.S. Postal Service).

Are there any minimum and maximum payment amounts?
No, provided there are sufficient funds in the account for payment.

How far in advance can I schedule a payment?
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.

Can I have multiple payments to the same payee?
Yes; however, a different alias should be created for each account to keep the payees separate.

Can I stop payment?
A stop payment cannot be placed on an electronic payment. A stop payment may be placed on a check payment following the same procedures as for a regular check written out of the customer's checkbook. There is a fee on stop-payments on checks of $29.99

How many payees may I have set up?
There is no limit to the number of payees a customer can have.

How do I know if a merchant is electronic or check?
The electronic database must be searched to set up a payee for electronic payment. If the payee is found in the database and the account number is accepted the payee will be set up for electronic payment. If the payee is not in the electronic database or the account number is not accepted for the matching payee, the payee must be set up for check payment.

Once a payee is set up the type of payment sent to that payee is listed in the "type" column on the payee list page.

Will the memo field that I fill out when setting up a payment be passed on to the merchant?
Yes, the memo will be printed on the memo line of a check payment.

How secure is E-Bank?
The following controls are in place for E-Bank:

• SSL Protocol - E-Bank access requires you to use a web browser that uses SSL protocol. SSL stands for Secure Socket Layer, which lets one computer verify another's identity to allow secure connections.
• 128 Encryption - To ensure the highest level of security, we require that all users have browsers that support 128-bit encryption.
• Firewalls - A firewall is a specially programmed computer that connects a local network to the internet and, for security reasons, lets only certain kinds of messages in and out.
• Multi-Factor Authentication – Uses technology that recognizes the computer(s) you use most often to access your account information. Once your login pattern is established, you will be prompted during your next E-Bank login to set up a set of “challenge questions.” Should you or anyone else attempt to log in to your E-Bank account from an unrecognized computer, the challenge questions will be presented. A second MFA feature allows you to choose a “watermark” that will thereafter display onscreen during the login process. The watermark is a photo that you self-select. Each time you access the E-Bank login screen, you’ll know with certainty that you are on the legitimate E-bank site.

How far back can I view my balance information?
You can view your previous statement as well as your current statement.

When will my transfers show in my account?
All same day transfers made Monday through Friday before 5 P.M. CST will show in your account immediately. All transfers made on a weekend, bank holiday, scheduled or requested after 5 P.M. CST will be processed one business day later.

What are your guidelines regarding passwords and PINs?
We highly recommend that you follow these guidelines when securing your codes:

• Do not reveal your codes to anyone.
• Avoid selecting codes based on personal information.
• Avoid keeping written records of your codes.
• Do not leave your computer unattended when connected to E-Bank.

What happens if I forget my PIN?
Customer Service will be able to reset your PIN to the original number assigned to you. Your Extraco E-Bank ID will remain the same. During regular business hours, please contact Customer Service.

What should I do if I think someone has my access codes?
Immediately change your current PIN and Personal ID under the "Account Management" option. During business hours, contact Customer Service.

What kind of browser do I need?
Extraco E-Bank requires a browser to support 128-bit encryption with SSL protocol.

What happens if I don't log off of the system?
Extraco E-Bank has a 5-minute time-out feature. If the system has been inactive for over 5 minutes, the user will be required to re-enter his ID and PIN.

Why does my E-Bank account become locked?
For security reasons, an E-Bank account is locked after the PIN is entered incorrectly multiple times.

How can I get my E-Bank account unlocked?
You should call Extraco Customer Service during business hours. To expedite the call, please have your account information available.

Why do I have to change my E-Bank PIN every 120 days?
It is an Extraco best practice for you to change your E-Bank PIN every 120 days.

How do I log out of E-Bank properly?
By clicking the Exit button at the upper left of the screen.

How do I place a stop payment via E-Bank and is there a fee?
The stop payment option is listed on the first page of E-bank in the drop down menu next to your listed accounts. There is a $29.99 fee for each stop payment. Stop payments cannot be placed on debit card transactions. If you have unauthorized debit card transactions, please contact Customer Service.

Will the lowest interest rate always be the best deal?
While rate is important, you should look at the overall cost of your loan. This includes the annual percentage rate, loan fees and discount and origination points. Some lenders add origination points into their quoted points while other lenders add an origination point in addition to their quoted points.

The cost of the mortgage, however, cannot be your only criterion. You should also consider the financial strength of the lender; asking family and friends for referrals and interviewing prospective mortgage companies; whether the loan officer is committed to your best interest and will deliver what he/she promises; that the absolute lowest quoted rate may not be the best company for your mortgage business.

What documents must I provide when applying for a loan?
Be prepared to provide:

• Verification of income, including your pay stub and tax returns for the previous two years.
• Bank account numbers and details about your long-term debt, including credit cards, auto loans, child support, etc.
• If you are self-employed, you may need to provide financial statements for your business. Lenders want detailed information. For example, the origin of your down payment will be queried.

NOTE: Be sure to inform your lender of any changes in your employment, salary, debt or marital status between the time you submit your application and the time you close your loan.

Does it make sense to make additional payments to my mortgage or should I invest that money elsewhere?
Pre-paying your mortgage shortens the term of your loan which will save you thousands of dollars in interest. Pre-paying your mortgage is an easy, risk-free investment. Even if you round your monthly payment up to the nearest $100, it will save you money over the long term. If your mortgage rate is 8.5% per year, that's what you'll earn on your pre-payment. Compare that return with what you'd earn in other comparably safe investments, such as a Certificate of Deposit (CD). Also, weigh the advantages of pre-paying your mortgage against paying off debt. If your credit card interest rate is 17%, it makes more sense to pay off this higher-interest debt rather than to pre-pay your 8.5% mortgage.

Will Extraco share or sell my information?
Extraco does not sell your information to third parties. Your information is shared with other Extraco Affiliates only, unless a written request is made by you instructing us otherwise.

Do I have to enter my Social Security Number when applying for an online loan?
Although our online system is secure, you are not required to enter your Social Security Number. If you feel uncomfortable entering this information, you may enter a number that is obviously false (such as 111-11-1111). We will require your actual Social Security Number when you call to put your loan in process.

If I haven't found a property, can I still apply?
Yes. Please feel free to complete the online application leaving the subject property fields blank.

Does completing an online application automatically lock in a rate?
No. Once you put your loan application in process, you can call your mortgage lender and lock a rate between 10 A.M. and 5 P.M. CST, Monday through Friday.

What is PMI (Private Mortgage Insurance)?
PMI or Private Mortgage Insurance is normally required when you buy a house with less than a 20% down payment. This insurance protection is provided by private mortgage-insurance companies. The cost of PMI increases as your down payment decreases. Mortgage insurance is a type of guarantee that helps protect lenders against the costs of foreclosure.

When will I receive my IRS Form 1098 Mortgage Interest Statement for interest and real estate taxes paid during the past year?
Your IRS Form 1098 Mortgage Interest Statement for use in filing your Annual IRS Tax Statement will be mailed during the last week of January. If your loan has been paid in full or the servicing transferred to another lender, you will receive an IRS Form 1098 by separate mailing.

Why is there only one Social Security Number on my annual loan statement?
The IRS Form 1098 is reported under the Social Security Number of the primary borrower. It is the borrower's responsibility to make sure the tax information is filed by the appropriate parties.

My loan was transferred to another lending company. Why doesn't my Annual Loan Statement show the total interest and real estate taxes paid during the year?
The interest and real estate taxes shown on your annual loan statement issued by Extraco Mortgage is for the time period your loan was serviced by Extraco Mortgage. Any additional interest or taxes paid while your loan was serviced by another lender should be reported by them. You must contact them for this information.

What is Live Chat?
Extraco’s Live Chat is an interactive service that allows us to respond to your questions or concerns in real time.

What is Click-to-Call?
Click-to-call connects the dots between our website and Customer Care Call Center. All you need to do is click the button on our website and enter your telephone number to speak to a real, local Relationship Banker. There are no downloads or plug-ins required to use this feature.

What are your Live Chat hours?
Monday through Friday 8am – 6pm
Saturday 8am – 1pm

What is a ticket ID?
We can track your inquiry with our ticket system to insure your issue does not “slip” through any cracks. If for some reason, you are disconnected or must leave a chat or email session, someone in Customer Care will be able to follow up with you. Your ticket identification will serve as a reference number for you as well.

What happens if I am disconnected from a chat session?
Someone in Customer Care will immediately attempt to contact you back based on the telephone number and/or email address you input into the pre-chat survey.

Is my chat secure?
Yes.

What information should I chat about?
We have several, main categories that can help you with all your banking needs.

1. Customer Care – for general questions about any of your accounts, to set up a new account, apply for a new loan, etc.
2. Spanish – Hablamos Español.
3. Insurance, Mortgage & More – have a general question about any of our non-traditional products, like Insurance, Mortgage, Investments, or Trust? Maybe you are a small business looking for help in the Technology department? Our Relationship Bankers in Customer Care can get the ball rolling in the right direction for you.

Why did someone invite me to chat while I was looking at your website?
Our goal is to make your website experience with us simple, fast & fun. Our Live Chat technology automatically notifies our Relationship Bankers in Customer Care that you may need assistance. We don’t want you to have to look for too long for an answer to a question. Our Relationship Bankers in Customer Care are waiting to greet and assist you.

Why did it take so long for someone to respond to my chat?
We apologize if the time it took to reach Customer Care was too long. We greatly value your feedback, and encourage you to fill out all pre- and post-chat surveys so we can continue to improve our customers' experiences.

What is a pre-chat survey?
To ensure you get the best service possible, we ask that you complete the brief survey. This way, if you are disconnected for any reason, we can quickly get back to you to help you in the best way possible.

What can Live Chat help me with?
Extraco’s Live Chat can help you with ANY financial need you may have.

1. Customer Care – for general questions about any of your accounts, to set up a new account, apply for a new loan, etc.
2. Spanish – Hablamos Español.
3. Insurance, Mortgage & More – have a general question about any of our non-traditional products, like Insurance, Mortgage, Investments, or Trust? Maybe you are a small business looking for help in the Technology department? Our Relationship Bankers in Customer Care can get the ball rolling in the right direction for you.

What types of loans does Extraco offer?
Extraco offers a wide range of consumer loans including Auto, Motorcycle, RV, Boat, CD Secured, Unsecured, and Extraline. We also offer Small Business, Commercial, Home Improvement, Home Equity, Refinance and Mortgage loans.

Who may apply for an Extaco consumer loan?
Extraco services the lending needs of Central Texas residents including Bell, Coryell, Hamilton, McLennan, and Williamson Counties. Additional adjacent counties of Bastrop, Bosque, Burnett, Comanche, Erath, Falls, Hill, Lampasas, Lee, Limestone, Milam, Mills and Travis counties are also included in the lending area.

Is there an application fee?
On an approved loan, there is an application fee of $25.00 that is required at closing.

How long does the approval process take for a consumer loan?
If made during normal business hours, a loan decision is usually available within 24 hours of the loan application.

What terms are available for an auto loan?
On a new vehicle purchase, terms up to 72 months are available. Used vehicle terms range from 36 to 66 months.

How do I find out the value of a vehicle?
You may find new and used vehicle values at NADA.com or Edmonds.com.

How long is my loan approval valid?
Loan approvals are valid for 30 days from the date of application approval, provided there have been no changes to your financial situation.

How do I set up an automatic payment withdrawal to my loan?
Contact your Extraco Financial Center or Customer Care to obtain the necessary forms to set up automatic payments from your checking or savings account to your loan.

How do I obtain the balance or payoff amount of my loan?
You may contact your Extraco Financial Center or Customer Care to receive a balance or payoff on your loan.

How do I access Mobile Phone Banking?
You must have Extraco E-Bank access and an internet-enabled mobile phone. Simply enter Extraco's Mobile Phone Banking URL - mobile.extracobanks.com - into the browser on your internet-enabled wireless phone and then log in using your existing Extraco E-Bank user name and password.

How do I know if my phone is internet-enabled?
If you have a MiniBrowser, MicroBrowser or Wireless Web on your phone's main menu, then it is internet-enabled. Contact your mobile phone carrier to confirm that your phone is internet-enabled and that the service is activated. Extraco is not responsible for any 3rd party fees generated from use of this service.

Can I use Extraco's Mobile Phone Banking if I don't have E-Bank?
No. You must have an E-Bank user name and password in order to use Mobile Phone Banking.

Which mobile phones are supported by Mobile Phone Banking?
You can access Mobile Phone Banking from any internet-enabled mobile phone (such as WAP phones), PalmOne OS device, Pocket PC, Apple iPhone, or RIM Blackberry device. Extraco is not responsible for any 3rd party fees generated from use of this service.

How does Extraco's Mobile Phone Banking handle security?
Extraco's Mobile Phone Banking is encrypted using the Wireless Transport Layer Security (WTLS) protocol, which provides the highest level of security available today. Additionally, all data that passes between the wireless gateway, our vendor's servers and Extraco's web servers is encrypted using the Secure Socket Layer (SSL) layer.

Is there a fee to use Mobile Phone Banking?
No. Extraco does not charge for use of its Mobile Phone Banking. Standard data plan and text message rates apply. Extraco is not responsible for any 3rd party fees generated from use of this service.

I keep getting locked out of my account when I try to log in on my mobile phone. Why doesn't it accept my log in information?
Using your mobile phone to enter data takes a little practice. Passwords are case sensitive; make sure you are entering your password exactly as it is set up. If your password begins with a lower-case letter, you may need to use your phone's shift key to change the default from upper case. In addition, some phones require extra shift key presses to enter numbers instead of letters.

What happens if I get locked out of Extraco's Mobile Phone Banking?
As with Extraco E-Bank, you must call the Customer Care Center to reset your password. Once your password is reset, you must specify a new E-Bank password on your PC. For security reasons, you may not specify your new password on Extraco's Mobile Phone Banking. Once your password is set up on your PC, you may use your user name and new password to log in to Extraco's Mobile Phone Banking.

Why can't I see the first few transactions of my account history?
Due to the screen size on the mobile phone, only a limited amount of information can be displayed. Some mobile phones take you to the middle or bottom of a new page instead of the top. To make sure you are at the top of the page, use the up arrow key on the phone to scroll all the way to the top of the page. If you want to view more information below, use the down arrow key to scroll down until you come to a "More" link. When you click on "More," it will take you to the next page of information.

Pocket PC Devices

I am able to view the home page of Extraco's Mobile Phone Banking on my Pocket PC, but when I attempt to log in I get an error message.
When you attempt to gain access to a secure Web site from Windows CE, you may receive the following error message: "Unable to establish secure connection." Microsoft Pocket Internet Explorer may issue either of the following error messages: "The page you are looking for cannot be found." or "Unable to establish secure connection." To resolve this issue, update to the Microsoft High Encryption Pack for Pocket PC and synchronize your Pocket PC. For more information and to download this update, go to: http://www.microsoft.com/windowsmobile/downloads/highencryption.mspx

PalmOne Handhelds

How do I access Extraco's Mobile Phone Banking on my Palm?
First, please ensure that your PalmOne Handheld has an Internet connection via a wireless Internet service provider (Wireless ISP). Once you verify that you can connect to the Internet, you can access Extraco's Mobile Home Banking by simply entering the following URL in your browser: mobile.extracobanks.com

RIM Blackberry Phones

How do I access Extraco's Mobile Phone Banking on my RIM Blackberry Pager?
You must ensure that you have a browser, such as the Go.web browser, installed on your RIM Blackberry. If you are not sure if your RIM Blackberry has a browser installed, please check with your service provider. Once you verify that you have a browser, you may simply enter our URL in your browser: mobile.extracobanks.com Extraco is not responsible for any 3rd party fees generated from use of this service.

Why am I unable to log in using my Blackberry phone?
Check the settings on your Blackberry phone to ensure it is enabled to browse Secure/SSL sites.

When I attempt to go to Extraco's Mobile Phone Banking, I get an error message.
You may get the message "Access Denied: Insecure SSL Request." When clicking on More Info, you may also receive the following message: "Your MDS has been configured to deny SSL requests to servers that have certificates which are untrusted or expired. Try using Device Side SSL, which can be modified in your TLS Options. Contact your system administrator with any questions." If you receive these messages, change your Blackberry Options settings as follows: Select Options, then TLS; under the TLS Default, select Change Option to "Handheld," not "Proxy."

Mobile Phone Carrier FAQs & Tutorial Links

Sprint PCS: Sprint PCS Phone User Guides & Tutorials
Verizon Wireless: Verizon Phones & Devices
AT&T Wireless: AT&T Phone/Device Support
T-Mobile: http://support.t-mobile.com/productSelector.html

I tried to deposit my check and the iTM would not take it.

1. Payroll or Rebate Check - Sometimes payroll and rebate checks are printed with high speed printers that may not print the special magnetic ink dark enough for the iTM to read the data.
2. Check Inserted Incorrectly - You should always insert your check with the "signature" and "date" end first. If you inserted the check from the other end, the iTM can not read the account information.
3. Multiple Checks Inserted - The iTM will not accept multiple checks. It is designed to accept one check at a time.
4. Envelope Used for Deposit - The iTM will not accept an envelope, only individual checks.
5. Ink Spots or Marks on Check - The ITM must be able to read the check clearly.
6. Missing Bottom Numbers - The ITM cannot process a check unless all the numbers are on the bottom of the check.

The iTM told me it was unable to accept deposits.
Sometimes the iTM deposit receptacle will experience technical difficulty and not accept deposits. The most common reason is someone inserted a foreign object into the receptacle. The ITM does handle all other types of transactions even if one of the options doesn't work.

I entered the amount of the check wrong. What do I need to do?
When Extraco credits the check to your account, we will double check between the check image and amount entered. Any discrepancies will be fixed at that time and the correct amount added to your account.

Do I have to place the checks in the iTM one at a time?
Yes, to be able to read the checks and display the image on the screen and the receipt, you must place them in the iTM one at a time following the directions on screen.

There is a big black line on the check picture on the receipt that does not show up on the screen.
The account information on the bottom of deposited checks is "blacked out" to protect your account information should you accidentally lose your receipt.

The check picture on the receipt is really small and hard to read.
While the picture on the receipt is small, some are quite readable, others less so. The full image is available to Extraco Customer Care as well as Extraco E-Bank users should any issues arise.

On my statement the iTM deposited are listed separately and not as a total deposit.
Yes, each check is listed separately on your statement to make identifying and fixing any problems easier for both you and Extraco.

Can I get copies of the items I deposited?
Yes, you can ask for a copy of an item deposited at the iTM by calling Customer Care at 1-866-EXTRACO.

The iTM would not accept all my cash. It kept giving me back one of my bills.
The iTM performs validation tests on every bill inserted. Sometimes a bill that looks OK to the eye still fails one of the validation tests. In these cases the iTM will return the bill.

The iTM didn't ask how much I was depositing. How does it know?
The iTM performs validation tests on every bill inserted. It determines the denomination of each note, and keeps track of the total. The total is displayed on the iTM screen after it has been counted.

What if I disagree with the amount the iTM displays?
If you are unsure about a deposit you can press "Cancel" and the iTM will return your original bills immediately.