Checking FAQs

Frequently Asked Questions
How do I find my account number?
Answer

The account number can be found while logged into online banking (if customer has online banking) on the e-statements tab. There, they will see the Description (Type) of Account, Account Number, Date of Statement Cycle, PDF and HTML options to view the dated statements.

How can I raise my debit card limits?
Answer

You can request a temporary increase by calling a customer service Relationship Banker at 254.774.5501, or by making the request as you stop by a local branch.

What does Phone24 do?
Answer

Our automated touch-tone or voice-activated system lets you check balances, schedule loan payments, transfer funds and obtain financial center hours of operation and locations, as well as turning off your debit card. Available in both English and Spanish.

How do I reset Phone24?
Answer

You can request a Phone 24 reset by calling a customer service Relationship Banker at 254.774.5501 and verifying additional security questions, or by making the request as you stop by a local branch.

I requested bill pay, but it's not showing up. Why?
Answer

It may just be pending for approval. You can contact a customer service Relationship Banker to submit the approval, or you can have a branch Relationship Banker reach out to customer service while you are visiting a local branch for the approval.

How do I request mobile deposit?
Answer

To request for mobile deposit, when successfully logged into the Extraco eBank Mobile Application, from the home screen, select the three horizontal lines on the top left. You will then select “Deposit Check”. Then, check the box next to the account that you wish to deposit checks for mobile deposit going forward, then select the green ENROLL.

Why did my card decline when there are funds in my account?
Answer

This could happen for one of three reasons.
1.) There is a pending deposit that is yet to post.
2.) The transaction amount is exceeding the daily point of sale limit.
3.) The merchant may be blocked if they are originally based out-of-state.

Extraco’s customer service Relationship Bankers have the ability to remove merchant blocks over the phone and can also temporarily increase debit card point of sale limits if needed.

What are the deposit cutoff times?
Answer

Deposit cutoff times are 7:00pm Monday-Friday. Deposits that are made after 7:00pm are put into the 9:00am file on the next business day.

My branch doesn't create debit cards on-site. How do I order a debit card?
Answer

You can order a new debit card over the phone by speaking with a customer service Relationship Banker. Please ensure that the address on file is correct as this could delay any debit card order. You can also reorder a replacement for your debit card through the Extraco eBank Mobile Application. Simply log in, scroll to “Manage Cards”, click on your card, and select “Reorder Card”. Please note that there is an option of Expedited Delivery with a $40 fee charged to the account holder to pay the parcel.

What is a pre-authorization?
Answer

A Pre-Authorization, more commonly referred to as a “pre-auth”, is a pre-authorization that places a hold on your credit/debit card for a specific dollar amount based on a projected sale amount. Pre-authorizations CAN be avoided by prepaying inside with a store clerk as opposed to paying at the gas pump.

How do I place a stop payment?
Answer

Customers can call in to request/place a temporary (14-day) stop payment that requires no signature, or a permanent stop payment that will require a signature. Stop payments can be sent via e-sign to contact emails on file for e-signature.

How can I dispute a charge?
Answer

Customers can call in to dispute debit card and ACH transactions over the phone. Customers are encouraged to reach out to the merchants as well to see if they will offer to rectify from their side. ACH transactions will require a signed document sent via e-sign.

How do I enroll in online banking?
Answer

Customers can enroll in online banking by speaking with Customer Service and verifying additional questions. They will be provided with their Online User ID and temporary password which will need to be changed while logging into the full site. Customers can also enroll/request online banking if they happen to stop by the drive-thru during the COVID-19 process with ID verification.

Frequently Asked Questions by Category

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