Online Banking FAQs

How can you guarantee the security of my banking information?

We have extremely high criteria to guarantee the security of your banking information online. A few of these are listed below:

• Your banking information never travels the Internet without encryption protection
• Log-in sessions have a time-out limit and after the limit is reached you are required to log-in again
• PIN guessing is deterred and reported

Internet security is not a once-and-for-all task. We are constantly developing and implementing security enhancements to ensure the integrity of our Internet Banking system.

Can I use Internet Banking if I only have a CD, Loan, or Savings Account?

Yes. If you have any Golden State Bank account—CD, Loan, Savings, or Checking product—you can get Internet Banking for FREE. You must have a checking account to use Bill Payment.

How can I add or delete an account from Internet Banking?

The change can be made through any customer service representative.

How can I reset my Internet Banking Account password (not Bill Payment)?

You can call a customer service representative during regular business hours. You can also enable the password self reset option to allow you to reset your password.

How do I know if my browser has 128-bit encryption?

By clicking on the Test Browser button on our Home Page/Internet Banking sign-on page.

What do I need to gain access to Internet Banking?

To get started, contact a customer service representative to sign up to use this service.
If you have already signed up, to gain access to the system, please enter the ID and Password that you were given when you signed up for this service.
You may also verify the security level the browser is using by clicking Test Browser at the top of the page.

What does Internet Banking cost?

Internet Banking and Bill Payment are free to all Golden State Bank customers.

What services are offered through Internet Banking?

• Unlimited in the number and type of accounts to access
• Transfer funds between all checking and savings accounts (regulatory limitations may apply)
• Transaction history on all deposit and loan accounts
• Check Imaging with front and back images on all cancelled checks
• Obtain account information on your Checking, Savings, CD’s, Loan, and Safe Deposit Accounts
• Stop payment on checks drawn on your checking account at Golden State Bank (stop payment charges may apply)
• Download “real time” transactions
• Bill Payment Option—access the designated checking account to pay bills

Will Internet Banking be available to me all the time?

It will be available virtually any time, day or night, 7 days a week. However, there may be times when it is temporarily unavailable due to nightly processing updates, or technical difficulties.

Bill Pay FAQs

Are there any merchants that I cannot pay through the bill payment service?

Yes. Bill payment is limited to locations in the United States, Puerto Rico, US Virgin Islands, Guam and US Military in the Americas, US and Pacific.

Can I have multiple payments to the same payee on the same day?

You can make multiple payments to the same payee as long as the payment amounts are different. For your protection, the system will not pay duplicate items in the same day.

Can I set up recurring payments?

Yes. You can set up recurring payments in the following frequencies:

• Weekly
• Bi-Weekly
• Semi-Monthly
• Monthly
• Quarterly
• Semi-Annually
• Annually

Can I use Bill Payment if I live outside the U.S.?

Yes, as long as you have a checking account at Golden State Bank; however, payments can only be made to locations in the United States.

How do I know if a merchant is electronic or check?

Once you set up the merchant, you can look at the VIEW PAYEES screen, which includes a field that indicates if the merchant is electronic or check.

How far in advance can I schedule payments?

You may schedule payments as far in the future as you want. Recurring payments can have an ending date of any year in the future.

How far in advance should I set up a payment to ensure it is paid on time?

Check payments should be scheduled at least 5 business days in advance of when you want the payment to be posted at the payee. Electronic payments should be made 3 business days in advance of when you want the payment to be posted at the payee.

How many payees may I set up?

You may have unlimited payees.

Is there any minimum and maximum payment amount?

No. There is no minimum amount. The maximum amount is limited to the balance in your account.

What does the "status" field indicate on the PAYMENT HISTORY PAGE?

Status	Definition
Payment Pending	The payment has been processed, but not yet sent
Payment Processed	The payment has been processed and sent
Hold	The payment has a research request on it and has not been processed
Stopped	You have requested the payment to be stopped. It cannot be processed again

 

 

 

 

 

 

 

What happens if I have a scheduled payment that falls over a weekend or holiday?

Scheduled payments that fall over a weekend will be processed on Friday evening prior to the weekend. Any new payments that are scheduled during the weekend, for the current weekend, will be processed on Sunday night. Holiday processing is done the business day before the holiday.

When will the money be taken out of my account for Bill Payments?

Your account will be debited on the day the payment is scheduled if the payment is sent electronically. If the payment is made by check, the funds will be debited when the check clears your account, just like any check you would write. To ensure adequate funds are available in your account, it is a good practice to have the funds in your account on the scheduled payment date.

Will the memo field that I fill out when setting up a payment be passed on to the merchant?

No. The memo field is for your personal records; however, the account number that you entered when you added the payee to your Personal Payee List is printed on the check.

Who do I call if I have problems with Bill Payment?

You can call Golden State Bank’s Customer Service.