Regal Bank & Trust
Frequently Asked Questions
(February 11, 2013)

Welcome to the Frequently Asked Questions. Here you can get answers to questions often asked by our customers.
Click on a question below for answers. Or choose an item from the menu to the left.


REGAL ONLINE
  1. What do I need to access Regal Online?
  2. How secure is online banking with Regal Bank & Trust?
  3. Can anyone else see my account information?
  4. What if Regal Online goes down? Will my transfers go through?
  5. What kind of bank accounts are in Regal Online?
  6. Can I have more than one checking account linked to Regal Online?
  7. How current is this information?
  8. Does Regal Online work with Quicken® and/or Money®?
  9. What steps should I take to help ensure the security of my account information?

BILLPAY
  1. What if BillPay goes down? Will my payments go through?
  2. How long does it take for a BillPay payment to reach a payee?
  3. Should the payment date I give in BillPay be the date the payment is actually due?
  4. How soon are the funds actually taken out of my account?
  5. What happens if I don't have enough money in my account to cover a bill payment?
  6. When and how are my payments delivered and how can I ensure that my payee receives my payment on the due date?
  7. Why does it take a few days to process some payments?
  8. What should I do if a payee has not posted my payment?
  9. How can I prove payments and transfers were made?
  10. Why am I being charged for BillPay? What are the fees to business customers for BillPay?
  11. How will BillPay payments be made?
  12. Can I choose the method of payment BillPay uses?
  13. How do I deactivate and close my BillPay account?

If this area does not provide the information you are looking for, select the feedback option in the menu to the left, and send us a description of your question.


Question #1
What do I need to access Regal Online?

Answer:
You must be able to connect to the Internet with a Browser (e.g. Internet Explorer, Chrome, Safari, Firefox, etc.) that supports Secure Sockets Layer (SSL) encryption. We recommend that you use the latest available version of a Browser.


Back to Top

Question #2
How secure is online banking with Regal Bank & Trust?

Answer:
Regal Online uses a 128-bit Secure Socket Layer (SSL) encryption to ensure private and secure transmission of your financial information between you and Regal Bank & Trust.

Regal Online can only be accessed by using an authorized sign-on ID and password.

Regal Bank & Trust’s success depends on our ability to manager these systems safely and to continue to earn your trust as our customer. Please be assured that we take every measure possible to protect the financial information and resources you have entrusted to us.


Back to Top

Question #3
Can anyone else see my account information?

Answer:
Your online account information is available through access methods which have been rigorously tested for their secure access. The information is not public. Only you can access it using your Sign-On ID and Password.


Back to Top

Question #4
What if Regal Online goes down? Will my transfers go through?

Answer:
If Regal Online and all of our back-up systems were to go down, you can be comfortable knowing that any transaction processed, prior to the system going down, will go through. If you were in the middle of a transaction and there is a question as to whether the system received the request, feel free to contact the bank to ensure your transaction request has been accepted.


Back to Top

Question #5
What kind of bank accounts are in Regal Online?

Answer:
You can access any of the following types of accounts: Checking, Savings, Loan and CD/Investment.


Back to Top

Question #6
Can I have more than one checking account linked to Regal Online?

Answer:
Yes. You can link all of your checking accounts to Regal Online.


Back to Top

Question #7
How current is this information?

Answer:
Completed transactions for the current date are retrieved from our database when a customer logs into Regal Online. However, if the connection with our vendor is down, you may not be able to see your most recent transaction. Typically, these connection problems are resolved quickly.

Also, ATM and Debit Card transactions are only updated each morning during the week. So, you may not be able to see your transactions until the next business day.

If you feel that an item has cleared some time ago but is not showing in Regal Online, please contact your home branch.


Back to Top

Question #8
Does Regal Online work with Quicken® and/or Money®?

Answer:
Yes, Regal Online is compatible with both Quicken® and Money®. It is designed to be highly compatible with both these software products. Please call your home branch to activate the connection.

Once activated, sign in, and click on the account. This will take you to a page with the most recent account activity listed on a Transaction Activity tab. At the bottom of the page, click on the export link.


Back to Top

Question #9
What steps should I take to help ensure the security of my account information?

Answer:
Be sure to keep your sign-on ID, password, and security questions private and secure. "Sign-Off" at the end of each Regal Online session.

Ensure your computer operating system, software, and browser version are current.

Verify that your online banking session is encrypted. Most browsers will show a closed lock or solid key to signify an encrypted session. If the key is broken or the lock is open then log off immediately and install the latest version of your browser.


Back to Top

Question #10
What if BillPay goes down? Will my payments go through?

Answer:
If Regal Online and all of our back-up systems were to go down, you can be comfortable knowing that any transaction processed, prior to the system going down, will go through. If you were in the middle of a transaction and there is a question as to whether the system received the request, feel free to contact the bank to ensure your transaction request has been accepted.


Back to Top

Question #11
How long does it take for a BillPay payment to reach a payee?

Answer:
Each payment made by Regal Online will be processed either by check or by electronic funds transfer.

If the payment is made through electronic funds transfer, it is estimated that the payment will reach your payee in two business days.

Payments made by check, however, will be delivered via the postal service. Delivery could take several days depending on where the payment is to be sent.


Back to Top

Question #12
Should the payment date I give in BillPay be the date the payment is actually due?

Answer:
No. You must allow some time for the payment to reach your payee, so enter a date before the actual due date.

Be sure to take into account that - although you can schedule a payment at any time - payments are only actually initiated (sent to the payee) on business days.

Additionally, some payees only receive payment by mail. So additional time must be allowed for transit through the mail.


Back to Top

Question #13
How soon are the funds actually taken out of my account?

Answer:
Bill payments are processed exactly as if you had processed the payment yourself.

If the payee allows payment to be made electronically, the funds will be withdrawn the date the transaction is processed.

If the payee does not allow electronic payment, the payment will be made by check through the mail. The funds will then be taken out of your account when your payee deposits the check and the item clears the Bank.


Back to Top

Question #14
What happens if I don't have enough money in my account to cover a bill payment?

Answer:
If your account has sufficient overdraft protection to cover the payment, we'll draw against that. Otherwise, the payment will not be processed.


Back to Top

Question #15
When and how are my payments delivered and how can I ensure that my payee receives my payment on the due date?

Answer:
When you schedule a payment, BillPay warehouses the payment until it is time to process it. The time to process will vary depending on how the payment is to be made and how long it will take to get the payment to the payee.

Once the system has determined that it is time to process the payment, the payment is changed to a processing status.

The payment is then processed by conducting an electronic funds transfer, or a check is produced and made payable to the payee from your account. The check is then sent to the payee via regular mail.


Back to Top

Question #16
Why does it take a few days to process some payments?

Answer:
Although a number of your payees accept payments electronically, many do not.

For those that do not accept electronic payments, we must send a check to that payee through the U.S. Mail. Once it is received by the payee, it may also take a day or so for that payee to process the check and post it to your account.

Even for electronic payments, it may take two or three days for your payment to be posted. By allowing a few days for processing and delivery, we can guarantee that your bills are paid on time.


Back to Top

Question #17
What should I do if a payee has not posted my payment?

Answer:
You need to allow a few days for your payee to process your payment. If your payee has not posted the payment to your account after a few days, send an online message to BillPay Live Chat to inquire about the status of the payment. Be sure to provide a reference number.


Back to Top

Question #18
How can I prove payments and transfers were made?

Answer:
With each payment and transfer, you are given a reference number so you know we received it. In addition, payments and transfers will appear in your transaction history so you can see they posted. You'll also continue to receive your monthly statement in the mail from your payee.


Back to Top

Question #19
Why am I being charged for BillPay? What are the fees to business customers for BillPay?

Answer:
BillPay is free to Retail (non-commercial) customers - as long as it is used. If it is not used for two months, a fee of $ 4.95 per month will be charged to maintain the BillPay account. Once BillPay usage resumes, the maintenance fees will cease. If you no longer wish to use BillPay, please contact the bank.

Business customers are charged a monthly service fee of $ 5.95 and $ 0.50 for each payment over ten items - whether you use the service or not.


Back to Top

Question #20:
How will BillPay payments be made?

Answer:
We use two methods of payment: Electronic - BillPay sends an electronic credit to your payee and electronically debits your checking account on your scheduled payment date.

Laser Draft - looks and acts just like one of your personal checks, but is sent by mail.

The payee determines what form of payment it will receive. If electronic payment is available, we will make payments electronically.


Back to Top

Question #21
Can I choose the method of payment BillPay uses?

Answer:
No. BillPay makes payments electronically if possible. If not, then an Online Check is produced.

Please Note: Over time, payees who have not accepted electronic payments in the past may become able to. They will then begin to be paid electronically.


Back to Top

Question #22
How do I deactivate and close my BillPay account?

Answer:
A signed, written request is required to close a BillPay account. Upon doing so, all pending payments will be cancelled.