Personal FAQ

About

• What can I do to make sure my financial information stays secure?
• What alternatives do I have to foreclosure?
• How can I transfer funds to a friend or family member?
• On a stop payment request, how do I know when the check is stopped?
• What does the confirmation number mean on the stop payment request?
• What if I enter the wrong check number on a stop payment request?
• What is a Direct Deposit?
• When can I change or delete transfers?
• How are recurring transfers processed?
• What determines the date range for which I can view transfers?
• What happens if the transfer date I enter is on a weekend or a bank holiday?
• What information is required to transfer funds?
• When does a transfer execute?
• Why is my transfer disallowed/failed?

Enhanced Account Protection (EAP)

• What is Enhanced Account Protection?
• How does Enhanced Account Protection protect customers?
• How will customers know if they will be required to use Enhanced Account Protection?
• Can a customer enroll in Enhanced Account Protection even if it is not required?
• How many phones can be enrolled in Enhanced Account Protection?
• Where can customers update their Enhanced Account Protection phone numbers?
• What if a customer loses, or no longer has access to, one of the phones enrolled in Enhanced Account Protection?
• How will customers know the text message with their EAP code is really coming from CB&T?
• What if a customer is traveling outside the US?

What can I do to make sure my financial information stays secure?

You can help safeguard your information with the following practices:

• At California Bank and Trust, we want our customers to feel confident that their accounts and their identities are well protected. As part of our ongoing commitment to help guard you against identity theft and fraud, we use SecurEntry. This innovative feature is part of your day-to-day account login experience.
• SecurEntry will reassure you that you\'re logging into the valid California Bank and Trust website, instead of a fraudulent look-alike website.
• SecurEntry confirms your identity before account access is granted.
• Protect your password. Your password is the only way to get access into your account, so keep it secure.
• Do not leave your computer unattended with your personal banking session open. While there is an automatic timed log out if there is no activity, your information will be more secure if you exit your online banking before leaving your PC.
• Click Exit when you are finished with your online banking rather than just closing your browser, or going to another web page. Use the Exit button to make sure someone else can not access your information after you leave. If there has been no activity for a few minutes, you will be automatically logged out, but it is better practice to exit the session first.
• Do not put sensitive account-related information in regular e-mail. E-mail is not secure. Unlike e-mail, the Messages area of Personal Banking is a secure channel. If you have an account-related issue, create a message within the Messages area of Personal Banking.
• Upgrade your computer to keep your virus protection software up to date.

Back to top

What alternatives do I have to foreclosure?

Your temporary alternatives are:

• Reinstatement of loan
• Forbearance Plan to reduce or suspend payments temporarily
• Repayment Plan to resume and repay unpaid portions of your loan

If your situation needs a more long-term alternative, your options are:

• Sale of property
• Partial claim to a one-time interest-free loan.

Contact us today so we can help you find an alternative to foreclosure!

Back to top

How can I transfer funds to a friend or family member?

Banking is made even easier with Transfer-to-a-Friend - a free online banking feature that allows CB&T Online Banking customers to transfer funds from your account to the account of another online banking customer at CB&T.

Back to top

On a stop payment request, how do I know when the check is stopped?

There are time-related conditions that must be met before a payment can be stopped. If you have questions about processing conditions for a stop payment request, contact us.

Back to top

What does the confirmation number mean on the stop payment request?

The confirmation number is a tracking number for you and us. It supplies a record of the request. The confirmation number does not indicate that the payment has been stopped. There are conditions for stopping a check. If you have questions about a stop payment request, contact us.

Back to top

What if I enter the wrong check number on a stop payment request?

Provide as many details as possible with your stop payment request. This will help us catch inconsistencies or possible errors. If you receive a confirmation number for a request that you discover is incorrect, contact us immediately to see what actions are available to you.

Back to top

What is a Direct Deposit?

Direct Deposit is a service that enables a customer to have funds electronically deposited into an account. This is common in the case of an employer electronically depositing and employee's payroll into a particular account.

Back to top

When can I change or delete transfers?

You cannot change or delete a transfer that is already in progress. You can change or delete any information for a transfer that has a status of Scheduled or Disallowed. You must be the originator of the transfer to change or delete it. You can change a single transfer to a recurring transfer, but you cannot change a recurring transfer to a single transfer. You can change or delete a transfer before the transfer date as long as the status of the transfer is not In Progress.

Back to top

How are recurring transfers processed?

As soon as you set up a recurring transfer, the first transfer of the series appears on the Transfers page. When the first recurring transfer is made, the next recurring transfer appears on the Transfers page.

The recurring transfer starts on the date you enter in the Transfer Date field and recurs based on the frequency you enter in the Frequency field. For example, you create a recurring transfer of $100 from your checking account to your savings account. You enter a start date of 01/04/2008, which is on a Friday. For each frequency, assuming valid processing days, the transfer would be made as described below, based on the ending criteria for the transfer:

• One time only - Friday, January 4, 2008
• Every week - Every Friday
• Every two weeks - Every other Friday
• Every month - On the 4th of every month

Back to top

What determines the date range for which I can view transfers?

The date range in the View Transfers fields on the Transfers page determines the days for which you can view transfers. The default date range is based on the number of days in the past and the number of days in the future from the current system date that we selected. You can change the dates in the View Transfers fields to the dates for which you want to view transfers.

Back to top

What happens if the transfer date I enter is on a weekend or a bank holiday?

We determine the processing days and times for all transactions. If you enter a transfer on a non-processing day or after the cut-off time for daily processing, we will process your transfer on either the previous or the next closest processing day.

Back to top

What information is required to transfer funds?

The following conditions and information are required to transfer funds:

• You must be set up at your financial institution to transfer funds.
• You must have at least two different accounts, one account capable of transferring funds and one account capable of receiving funds.
• The transfer amount is required, and the transfer must be in the currency of the from account.

Back to top

When does a transfer execute?

When the transfer date is equal to the current date, the transfer status moves from Scheduled to In Progress. Based on whether your financial institution processes transfers in batch or real-time mode, the transfer might be executed immediately or on a predetermined schedule. When the transfer is complete, the transfer status moves from In Progress to Completed, if the transfer was successful, or Disallowed, if the transfer failed. If the transfer failed, the system displays a message for the reason for the failure, and you have the opportunity to correct the transfer and try to execute it again.

Back to top

Why is my transfer disallowed/failed?

A disallowed/failed transfer is a transfer that has been rejected, typically for insufficient funds. You can tell when a transfer is disallowed/failed because you see in the Status field on the Transfers page. Disallowed/failed transfers are not displayed on the Activity page.

For a disallowed/failed transfer, you can choose to delete the transfer or change it and reschedule it.

Note: If you close your account, scheduled transfers can become disallowed/failed transfers if they are processed after your account is closed.

Back to top

What is Enhanced Account Protection?

Enhanced Account Protection is an additional layer of security that safeguards specific online banking transactions using a customer's mobile phone for authentication. It's a free service that can help enhance online banking security.

Back to top

How does Enhanced Account Protection protect customers?

Enhanced Account Protection can help protect customers from online fraud by requiring them to enter a security code sent to an enrolled mobile phone when setting up a new External Transfer or a new Transfer to a Friend account. A security code may also be required for transfers over a certain dollar amount.

Back to top

How will customers know if they will be required to use Enhanced Account Protection?

Customers will be prompted to register for Enhanced Account Protection if the transaction they are requesting requires enrollment. They would simply visit the Account Services page and select the Enhanced Account Protection link after they have logged in to online banking.

Back to top

Can a customer enroll in Enhanced Account Protection even if it is not required?

Yes. Customers may elect to proactively enroll in Enhanced Account Protection for additional online banking security.

Back to top

How many phones can be enrolled in Enhanced Account Protection?

Customers can enroll up to two mobile phones in Enhanced Account Protection.

Back to top

Where can customers update their Enhanced Account Protection phone numbers?

After they've enrolled in Enhanced Account Protection, customers can update their phone numbers after signing in to Online Banking by going to Account Services and selecting the Enhanced Account Protection link. The mobile phone they are updating must be available in order to make any updates.

Back to top

What if a customer loses, or no longer has access to, one of the phones enrolled in Enhanced Account Protection?

If they believe their mobile phone may be lost or stolen, they should immediately change their online banking login ID and password, and contact Customer Service at 800-400-6080 for assistance updating their Enhanced Account Protection enrollment.

Back to top

How will customers know the text message with their EAP code is really coming from CB&T?

We always send our text messages from 98597. This short code, or short number, is unique to California Bank & Trust. We recommend that customers add the number to their phone's address book so they'll be able to easily identify our text messages.

Back to top

What if a customer is traveling outside the US?

Customers traveling outside the US who are attempting to make a transaction that requires Enhanced Account Protection should send an e-mail to CBTQuestions@calbt.com.

Back to top