COVID-19 FAQs

Frequently Asked Questions
What is Extraco doing about COVID-19?
Answer

Our team has been thinking about the possibility of a shortage of staff and ways we may need to modify our processes to be able to continue to deliver a superior customer experience. Also, we are urging our Extraco Family to follow the hygiene recommendations posted by the CDC. Extraco is taking other measures to ensure the health and safety of all, including: 

  • Closed branch lobbies and moved all business to drive-through lanes 

  • Moved non-essential support personnel to virtual working environments 

  • Making hand sanitizer available to employees 

  • Reminding employee about washing hands and keeping work areas clean.  

  • Reminding customers they have access to their accounts through our online, mobile, phone, voice, contactless and ATM banking systems. 

How can I avoid overdraft fees?
Answer

The best way to protect yourself from overdraft fees and return fees is to know your balance so you don’t accidentally spend money you don’t have. 

We are here to help. If you encounter hardship as a result of coronavirus, please call us at 1.866.EXTRACO to discuss your options. 

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.

What if my branch has to close?
Answer

If your local Extraco branch is temporarily closed, please visit our branch locator for branch operating hours at select locations, as well as 24/7 access ATM locations. You can also call 1.866.EXTRACO to connect with a Customer Care Representative. 

Don’t forget about our mobile app that allows you to make mobile deposits and Phone24, our voice-activated system that 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. 

Is Extraco closing any branches?
Answer

At this time, our Waco HEB branch is closed. Please use our Waco Bosque, Waco Midway or Waco Downtown locations. 

Starting 3/23 all branches will be drive-thru only. 

What are my banking alternative options?
Answer

Call Center, Voice & Phone Banking 

  • Call Center:  Open an account, apply for a loan, dispute a transaction, reset access to online banking and debit card PIN, order a new debit card, initiate wires, check balance, transfer funds, and more. Basically anything you can do in a branch – besides withdraw cash – can be done through our call center 

  • Download Google Pay, Apple Pay, and Voice Pay using Amazon Alexa devices to pay for purchases and bills with your devices 

  • Phone24:  1.800.522.3972; check balances, transfer funds, verify transactions 

Drive-Thrus 

  • Deposit checks, withdraw up to $10,000 in cash, cash checks 

  • Online / Mobile Banking and Deposit 

  • Check your balance, transfer funds, pay bills, deposit checks (mobile only) and more. 

  • If you do not have online banking, please contact us to get started. 

  • If you do not currently have the capability to deposit checks from your mobile app, you can request access within the app. Don't have the app? Download now for Apple or Android.

ATMs  

  • Check your balance, transfer funds, pay bills, deposit checks/cash, withdraw cash, make a loan payment, and more. 

  • For a list of locations, please click here

How can I protect myself from scams?
Answer

Amid stressful situations, it is not uncommon for thieves to take advantage of people's fear and distraction. Please be on the lookout for suspicious emails and text messages. Never click on a link directly in an email; instead, visit the website by typing in the domain or googling the company. Avoid opening suspicious attachments, as these could contain a computer virus and put your personal information at risk. Delete any email or text message that comes from a number, email address, or business you do not know.

How will COVID-19 affect my Extraco financial or investment plan?
Answer

 

Whether you are familiar with market volatility, or have been impacted for the first time, it's important to understand the mantra "stay the course". When you're investing toward a long-­term financial goal, which could be 7 years for some and 20 or 30 or more for others, it's not necessary to depart from a financial or investment plan.  

We understand you may have questions and we're here to help. Consider scheduling an appointment with a Wealth & Trust advisor if: 

•    You're concerned how your accounts may weather changing market conditions 

•    You're worried that market volatility will make it harder to reach your financial goals 

•    You're looking for opportunities to potentially take advantage of uncertain markets 

•    It's been more than a year since your last financial planning appointment 

•    You're considering having more of your assets professionally managed 

To make an appointment, please call 1.866.398.7226. 

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 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 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.

How can I check the status of my stimulus check?
Answer

The IRS has created a portal for Americans to use to determine when and where stimulus checks will be deposited. Track your payment here.

If the portal says "Payment Status Not Available" or any other error message, please refer to the IRS Economic Impact Payment information center.

Please remember that Extraco Banks is unable to troubleshoot issues related to receiving these stimulus payments as they come directly from the United States Treasury. Please refer to the official IRS website for any questions regarding your payment.

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