FAQs

How can I check the transactions and balance in my account?
You have many options to check your account transactions and balance: Phone24 E-Bank Mobile Banking Text Message Banking Customer Care

How can I get set up for Phone24 and E-Bank?
All customers are automatically set up for Phone24. For E-Bank, you can get set up three different ways: on this website, by contacting your relationship manager at an Extraco Financial Center, or through Customer Care.

Why does it appear that my VISA® debit card was charged twice for the same transaction?
When you use your debit card, a pre-authorization code is issued for the amount of the transaction and that amount is placed on hold. Once the settlement is posted to your account, the pre-authorization amount will be credited back to your account. A pre-authorization will hold for up to three business days.

When are direct deposits available?
Direct deposits are available on the settlement date of payment.

What happens to a check that is returned?
The check is returned to the payee's bank and the amount is deducted from the payee's account. That bank would return the check to the payee.

Can I change my PIN on my ATM or debit card?
Yes, you can change your PIN at any Extraco financial center. You will need to bring your current ATM / debit card and identification for verification purposes.

What happens if the ATM keeps my Extraco ATM or debit card?
It depends on where you use your Extraco ATM or debit card. If you lose the card while using an Extraco ATM machine, you will be able to reclaim the card. Please contact Customer Care to determine when your Extraco ATM or debit card will be available for pick up. If you lose the card using any other financial institution's ATM machine, you must request a new card.

How do I place a stop payment and is there a fee?
Yes, the fee for placing a stop payment is $35.00 per item. You may place a stop payment via E-Bank, at your Extraco Financial Center or by contacting Customer Care. Stop payment orders expire after six months.

Can I place a stop payment on any type of transaction?
No, we cannot place stop payments on debit card transactions. If you have unauthorized debits, please contact your Extraco Financial Center or Customer Care.

How do I dispute unauthorized debits from my account?
If you have unauthorized transactions on your account, please contact Customer Care or your Extraco Financial Center to dispute the transactions. You will be required to sign the dispute forms in order for us to process the dispute. Provisional credit will be given while the dispute is processed, but may be removed if we are unable to resolve the dispute.

Why was a hold placed on my deposit?
Occasionally, a hold may be placed on a deposit made by check, money order or cashier check. The hold is placed in order to protect you and Extraco from an item being returned unpaid. You will be notified at the time of the hold or by mail if we place a hold on your deposit. The hold will not be removed until the specified hold time has expired.

How long will the hold be on my deposit?
Hold times generally range from 2 to 7 days with some limited exceptions. Government or official checks generally experience very short hold periods if at all.

Why was I charged a fee when an item was returned?
When an item is charged to your account and the funds are not available, a return item fee of $35.00 is assessed on each item that is returned.

What is overdraft protection?
Overdraft protection is a way to prevent having items returned. This allows items to be paid up to the overdraft protection limit including any overdraft fees. The fee for each item is $35.00.

Who can I pay with online bill pay?
You can pay virtually any business or individual with a mailing address within the United States and Puerto Rico. For example, you can pay utilities, cable bills or credit cards, or individuals such as a landlord, babysitter, or relative.

How do I enroll in online bill pay?
You can enroll for online bill pay in three easy steps:
1. Access and login to your E-Bank account at www.extracobanks.com.
2. Use the "Bill Pay" link to access the enrollment form.
3. Complete the enrollment form and click submit.

How do I start using online bill pay?
First, you need to enroll to activate your online bill pay account. If you haven't enrolled, please follow the three steps shown above. If you have enrolled, you can make a payment in four easy steps.
1. Grab a bill and login to your E-Bank account at www.extracobanks.com.
2. Click on the "Bill Pay" link.
3. Add your payee from the "Payees" tab.
4. Enter the amount you want paid and make your payment

Is online bill pay secure?
Paying bills online is one of the safest ways to pay your bills. Online bill pay helps guard against identity theft from lost or stolen checkbooks, bills and statements. It also increases your privacy because only you can access your account information, account numbers and payment history. As a result, you maintain tighter control of your account with real time access to your payments activity.

How are online payments delivered?
Payments are sent one of two ways—electronically or by paper checks. The majority of payments are delivered electronically. Your payment information, such as your account number, is sent via secure transmission. All other payments are made by paper checks that are mailed via the U.S. Postal Service.

When will the money be taken out of my account?
Funds availability begins at 2 PM CST. Funds for electronic payment are posted at that time. Processing begins at 3 PM CST.

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 PM processing, the payment is canceled. The customer will receive a message after processing informing him that the payment could not be processed due to insufficient funds.

How late in the day can I enter, edit or delete?
You can add, edit, or delete a payment up to 2:00 PM CST.

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?
Electronic payments and checks are processed the same day for payments entered up to 2:00 PM CST.

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 $35.00

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.

What is eBill?
eBill is a feature that allows you to receive and pay electronic summary versions of paper bills directly from your online bill pay account.

How do eBills work?
eBills are delivered directly to your online bill pay account. Once you set up an individual eBill for a company you do business with, an eBill comes directly from that payee to your account. Examples of businesses that offer eBills are cable service providers, phone service providers, utility providers and credit card companies.

Will I still receive paper statements when I have eBill?
You will also continue to receive paper bill statements unless you contact the payee to stop sending those statements.

How will I know if eBill is available for a payee?
There are two easy ways to determine if a payee offers eBill. You can check to see if there is a "Setup eBill" link next to their listing on your online bill pay home page, or look for the "Sign Up" icon under their name in the "View Payees" section.

What are the primary benefits of eBill?
With eBill, everything you need is in one convenient location. Using eBill allows you to streamline your bill pay routine and have online access to your bills. That means you won't have to keep track of paper bills. In addition, you can view past bill summaries at a glance.

What information is included in an eBill?
Balance due, due date and minimum payment amount are included in your eBill. If you need additional details, there will be a link that lets you login to your account on your payee's website, or you can check your paper statement.

How do I pay an eBill?
To pay an eBill, simply choose the account you want to pay from, enter the amount you want to pay, and schedule when you want the payment delivered.

How do I know when I have received an eBill?
You can sign up to receive an electronic notice to alert you when an eBill has been delivered to your account. You can receive these notices in the form of emails or text alerts to provide an extra reminder when a payment is due.

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 $35.00 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.

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