FAQs
Access24
- What is Access24?
Access24 is an automated 24-hour information line that provides information about your accounts with BankEast.
- What is the fee for using Access24?
Access24 is provided as a free service for BankEast customers.
- How do I sign up?
Just call or stop by any BankEast location for information about obtaining an Access24 PIN.
- Is my Access24 PIN the same as my debit card PIN?
No. Your debit card PIN will not give you access to Access24. Please contact your nearest BankEast location for information about obtaining an Access24 PIN.
- Can I use Access24 for my business accounts?
Yes. You just need to obtain an Access24 PIN as explained above.
- What is the Access24 phone number? You can reach Access24 by calling 865-540-5888. If you are outside the Knoxville area, call Access24 toll free at 866-394-4131.
ATMs and Check Cards
- How do I report a lost or stolen ATM or Check Card?
You can report a lost or stolen card 24 hours a day by calling Access24 (1-866-394-4131) and selecting Option 2. During normal banking hours (Monday – Friday, 8:30 a.m. to 5:00 p.m. ET), you may also call us at 865-540-5831.
- May I select my own Personal Identification Number (PIN)?
Yes. Just tell the Customer Service Representative that you want to select your own PIN when you are opening your account.
- Where can I find a BankEast ATM?
ATMs are located at all BankEast branches. Click here to find our locations and hours.
- What does it cost to use a BankEast ATM?
There is no charge for using a BankEast ATM.
- What does it cost to use another bank’s ATM?
Nothing. Not only does BankEast not charge you for using another bank’s ATM, we will also pay the surcharge the other bank charges you, up to ten times per calendar month.
- What is a surcharge?
A surcharge is the fee that Bank’s charge non-customers for using their ATMs.
- A surcharge showed on my receipt when I used another bank’s ATM. Will my account be charged for the full amount on the receipt?
No. The surcharge amount will be deducted before the ATM withdrawal is taken from our account. (Example: You withdraw $50 from another bank’s ATM, and your receipt shows a total amount of $52.50. Only $50 will be deducted from your account. BankEast pays the $2.50 to the other bank.)
eStatements
- Will my eStatement look the same as my regular printed statement?
Yes. It will contain all the information that you receive in your paper statements. For legal purposes, a printed version of an online statement is the same as a paper statement that we mail to you.
- How much does it cost to receive my statements online?
There is no charge to receive your statements electronically.
- How will I know when my statements are available?
You will receive an email reminder each time a new statement is available.
- How can I view or get a copy of my statement?
You must have a BankEast OnLine login to access your statements online. If you aren’t an OnLine user, click here to sign up. Remember, there’s no charge for using BankEast OnLine!
- Will I still receive a paper statement?
BankEast will no longer mail a paper statement to you when you enroll in eStatements. However, you can print your electronic statement each month if you wish. You can also save your electronic statements to your PC for permanent storage, saving filing space and paper!
- How do I enroll?
It's easy to start receiving eStatements. You can either enroll online or stop by your BankEast branch at your convenience to complete the paperwork.
To enroll online, simply click here to go the eStatements Enrollment Form. Complete the enrollment form, indicating the accounts you wish to receive electronic statements for, read the Terms of Agreement section, then click "I Accept". That's all there is to it!
- Which statements can I receive electronically?
All BankEast savings, checking, money market, and CD account statements are available electronically.
- I have a loan with BankEast. Can I see those statements online as well?
Yes, your loan statements are also available online if you elect to receive them electronically. You will access your loan statements the same way you access your deposit account statements. Click on the loan number, then click "Documents".
- How many statements can I see electronically?
Initially, you will see your statement for that month only. Over time, you will build up 12 months of statement history that will be available to view online.
- I’ve tried but cannot locate my electronic statements. Who should I call for help?
You can call the Customer Service Representative at your local branch or you can call our main office at 865-540-5800.
- What is the FDIC?
The Federal Deposit Insurance Corporation (FDIC) is a federal agency organized in 1933 that insures depositor's accounts up the the insured amount at most commercial banks and savings associations.
- Are my accounts covered by FDIC Insurance?
BankEast is a member of the FDIC and is participating in the FDIC's Transaction Account Guarantee Program. Under that program, all non-interest bearing transaction accounts are fully guaranteed by the FDIC for the entire amount in the account through December 31, 2013. Coverage under the Transaction Account Guarantee Program is in addition to and separate from the coverage available under the FDIC's general deposit insurance rules.
- For how much are my accounts insured?
As part of the recently-passed economic stabilization package, Congress temporarily increased deposit insurance limits through December 31, 2013. The most basic insured amount is $250,000 per depositor, per insured bank.
Deposits maintained in different categories of legal ownership can be separately insured. Because of this, you may be able to have deposits of more than $250,000* at one FDIC insured bank and still be fully insured.
- What are the ownership categories and how are they covered under FDIC insurance?
Following is a chart that outlines the FDIC coverage for different ownership categories:
Individual Accounts (owned by one person) $250,000 per owner** Joint Accounts (owned by two or more persons) $250,000 per co-owner** IRAs and certain other retirement accounts $250,000 per owner (not changed) Trust Accounts (including POD and Living Trusts) $250,000 per owner, per beneficiary subject
to specific limitations and requirements**
Important Update: Changes in FDIC Deposit Insurance Coverage
The FDIC deposit insurance rules have undergone a series of changes starting in the Fall of 2008. As a result, certain previously published information related to FDIC insurance coverage may not reflect the current rules. For details about the recent changes, visit Changes in FDIC Deposit Insurance Coverage. For more information about FDIC insurance, go to www.fdic.gov/deposit/deposits/index.html or call toll-free 1-877-ASK-FDIC (1-877-275-3342). For the hearing-impaired, the number is 1-800-925-4618.FDIC Consumer News provides practical guidance on how to become a smarter, safer user of financial services. Each issue offers helpful hints, quick tips, and common-sense strategies to protect and stretch your hard-earned dollars.
You can search for FDIC Consumer News articles by topic by going to Advanced Search and, in the area marked Website Section, select "Only return results from" and use the down arrow to choose "FDIC Consumer News." Your search results will be retrieved only from FDIC Consumer News.
* The listing above shows only the most common ownership categories that apply to individual and family deposits, and assumes that all FDIC requirements are met.
Online Banking
- Do you have to be a BankEast customer to use Online Banking?
To access your accounts through Online Banking, you must have at least one BankEast account.
- How do I find BankEast Online on the Internet?
Go to www.bankeast.com. Select one of the options in the Online Banking box on the right side of your screen to go to the desired area of Online Banking: Demo, Enroll or Login.
- How do I sign up for Online Banking?
You may sign up online by selecting "Enroll" and following the on screen prompts. After you sign up, you will have an opportunity to enter an Access ID and Password. Following that, you will be able to access your accounts.
- Once I request to be signed up for Online Banking, how long before I can begin using the service? Your accounts will be activated, and you may begin using Online Banking immediately.
- What are the system requirements to access Online Banking?
You need access to the Internet (by PC, web TV or other means). Your browser connection needs to be Internet Explorer 6.0 (or greater) or Netscape 6.0 (or greater). Your system should also be set up with 128–bit encryption. If your system does not have the correct version of browser software or encryption, you can download the appropriate version by going to either www.microsoft.com or www.netscape.com.
- What type of transactions can I complete from Online Banking?
You can review and print transaction statements, view and print paid checks, transfer funds between accounts, and pay bills. You can also select, sort and export transactions to personal financial management applications, such as Microsoft Money and Intuit’s Quicken.
- What is the charge for using BankEast Online?
BankEast Online is a free service provided to BankEast customers.
- What do I enter in the Access ID and Password box (on the login screen)?
You should have created an initial Access ID and Password for your first–time login. Your Access ID is at least six characters. Your Password is 4-17 alphanumeric characters. (You may use either alphabetical or numeric characters). Both your Access ID and Password are case sensitive, which means that upper and lower case characters should be typed exactly as they were input when you initially created your log on information.
- How do I change my password?
Once you are logged in to BankEast Online, select the Option button, then select Change Password from the drop down menu. Enter your current password, then enter your new password twice. Your password may be 4-17 alphanumeric characters. (You may use either alphabetical or numeric characters). Remember that your password is case sensitive.
- What do I do if I forget my password?
You may contact us by phone at 865-540-5842 or during your next bank visit to select a new password.
- What happens if I incorrectly enter my password?
If you enter your Access ID or Password incorrectly three consecutive times, you will be locked out of Online Banking. This is one part of our comprehensive security plan to ensure confidentiality. To gain access again or to receive a new password, contact us by phone at 865-540-5842 or during your next bank visit.
- Which accounts will I be able to view through BankEast Online?
You may view any accounts on which you are one of the first three authorized signers.
- How do I add accounts for viewing on BankEast Online?
If you are not able to view all your accounts on BankEast Online, please contact us by calling 865-540-5842.
- How do I view my account balances?
You may view your account balances by selecting Accounts from the main menu near the top of the screen.
- What screens can I print on BankEast Online?
You may print any screen that appears within the BankEast web site. To print, click on the Print option under File at the top left of your screen, or click on the Print icon in your toolbar near the top of the page.
- Does the balance shown on the Accounts Summary page include all transactions that have posted to my account?
On Checking and Savings accounts, all memo posted transactions (transactions that have been presented to the account including those presented today) are included in the balance, including ACH transactions and Online Banking transfers made during the day.
- Is there anywhere in the Certificate of Deposit (CD) information that states the maturity date?
Yes, the maturity date is stated in the CD information section. You can obtain maturity information as well as information on the balance, interest received, interest rate, and transaction activity.
- To and from which accounts can I complete transfers?
You may complete transfers to and from checking and savings accounts as well as transferring to or from your line of credit. You may also transfer from your checking or savings accounts to make a payment on your BankEast loan.
- How do I transfer funds between accounts?
To transfer funds between accounts, start on the Accounts Summary page and select Express Transfers from the main menu bar. Select the account that you are making the transfer from (ex: checking). Then select the account that you are making the transfer to (ex: savings). Type in the amount of the transfer.
You may also make transfers from within your account. Start on the Accounts Summary page, and select the account that you are making the transfer from (ex: checking). Then select Transfers from the main menu bar. Type in the amount and date of the transfer. Be sure to select the account that you wish to have the payment made to.
NOTE: When setting up a transfer using this feature, you must first select the account that you are making the transfer from. You can select this account from the Accounts Summary page. Then proceed with the transfer process.
- Is there anywhere in the loan information section that states the loan rate?
Rate information for an existing loan is available in the Balance information section. You may access it by clicking on the Balance button.
- Where can I find current interest rate information?
BankEast does not provide current loan or deposit rates in its website due to the ever changing nature of the interest rate environment. Please contact your local branch or call 865-540-5800 for current rate information.Online Bill Payment
- How do I signup for Bill Payment?
Move your mouse to Bill Payment, then select Bill Payment from the drop down menu that appears. Enter an Access ID and Password. If you wish, these may be the same as your BankEast Online Access ID and Password. However, they may be different if you prefer. Please allow up to 72 hours for your enrollment request to be approved.
- Can I make bill payments from my savings account?
To use bill payment, you must have a checking account. Bill payments are not available from your savings account.
- What types of bills can I pay through the bill payment service?
You may pay almost any payee you wish. However, there are four restrictions:
- The merchant must be located in the United States;
- Payments may not be remitted to tax authorities or government and collection agencies;
- Payments may not be remitted to security companies such as Ameritrade for stock purchases or trade taxing authorities, and
- Court directed payments are unauthorized (Alimony, child support, or other legal debts). A merchant is defined as anyone (company or individual) to whom you want to send money.
- How will I set up my bill payment vendors?
To add vendors after your enrollment request has been approved:
- Log onto BankEast Online
- Under "List of Bill payment accounts for ‘customer name’", click on the Account Number listed next to Primary Account.
- To set up payees, click on the My Payments tab
- Click on Manage Payees
- Click on Add New Payee. In the box next to Payee Name, enter the name of the business you will be paying, then click on Search.
- If the Payee is already in the system, you will be prompted for your account number with that vendor, and then asked to confirm if this is your payee.
- If the Payee is not in the system, a screen will appear prompting you for information about your Payee. Please allow up to 72 hours for verification of your payee’s information.
- How will I know when a vendor has been approved?
A vendor that has not yet been approved will appear in red and have "pending" beside the vendor name. After a vendor has been approved, it will appear in black and have "active" beside the vendor name.
- How do I pay a bill or set up a recurring payment?
- Log onto BankEast Online.
- Under "List of Bill payment accounts for ‘customer name’", click on the Account Number listed next to Primary Account.
- Click on the My Payments tab.
- Select Single Payment if you are paying a bill that has an amount that will change each month, such as a credit card payment, or Recurring Payment if you are paying a bill that will always be the same amount, such as a mortgage or car payment.
- Schedule your payment, and then click on Submit.
- Can I use the online bill payment service for my business?
Yes. Just click on the Bill Payment button to set up your Business Bill Pay account. There is no charge for Business Online Bill Payment.
- What is the cost for using bill payment?
There is no charge for using the BankEast Online Bill Pay service.
- How many days in advance do I have to request a bill to be paid before it is due?
Please select the payment date a minimum of 5 days prior to when the bill is due. However, we suggest selecting a payment date 7-10 days prior, as many national companies may take longer to process the bill payment. Please be very careful when selecting the payment date to allow sufficient time for processing and mailing in order to avoid late fees from the company.
- How do I know if a bill payment that I’ve requested to be paid has been paid from my account?
You may view all the transactions, including bill payments that have occurred on your account in the last two months, by selecting the Transactions button from the menu bar. By selecting the Current Business Day, you may view transactions that are pending on your account for today. You may also view a complete payment list by accessing the Bill Payments section in online banking.
- When the bank sends my payment to a vendor, how does the vendor know to apply the payment to my account?
When you are setting up bill payments, you will be asked to enter your account number with the vendor. It is extremely important that this information is entered correctly, because this is what the company refers to when applying appropriate credit for the payment.
- How do I delete a vendor from my bill payment vendor list?
You may delete a vendor from your bill payment vendor list by selecting My Payments, then Manage Payees. Select the payee you wish to delete, then select Yes.
- What happens if I do not have sufficient funds in my account to make a recurring bill payment that I have set up?
If your account does not have sufficient funds in the available balance, Bill Pay will still attempt to make the payment. Because an attempt was made, the payment will appear on your bill payment screen as if the transaction was completed. However, during that night’s processing, the bill payment transaction will not be completed because there were not sufficient funds in your account to cover the requested bill payment. Bill payments are processed using available balances only.
- How do I export my account data to Quicken or Microsoft Money?
To export transactions to a personal finance application, click the Transactions button for the selected account. Complete the search information and the format type. Quicken interchange format (.qif) = Quicken. Open financial exchange (.ofx) = Microsoft Money. Comma separated file (.csv) = Windows Clipboard. Intuit QuickBooks (.iif) = QuickBooks. Then click the Export button to complete the process.
- How will I know when my transaction took place?
When you make a bill payment, funds transfer, or Express Transfer transaction, a date and time stamp will appear on your confirmation receipt.
- Is there an online help section to help me navigate through BankEast Online?
Yes, you may go to online help anytime by selecting Help from the menu bar. You may choose from a variety of topics.
- Where else can I receive help for BankEast Online?
You may speak with a customer service representative from 8:30 a.m. to 5:00 p.m., Monday through Friday, by calling 865-540-5842. You may also email your request to onlinehelp@bankeast.com.
- Where can I receive help for BankEast Online Bill Pay?
You may speak with a customer service representative from 7:30 a.m. to 11:00 p.m., Monday through Friday, by calling toll free, 1-877-547-1711. We also have 24 hour, 7 day a week voice mail support at that same number. Just leave a message, and someone will call you back as quickly as possible.
- How do I enlarge the size of the text as it appears on my screen?
You may change the size of the text by selecting View in the main header bar, then Text Size and selecting the size you prefer. Changing the viewing screen size of your monitor will also enlarge the text appearance.
- What is the cut–off time to complete transfers on the current business day?
Transactions completed on BankEast Online Monday–Friday, before 4:00 p.m., ET will post to your account that day. Transactions completed after 4:00 p.m. ET will post to your account the next business day. Transactions completed any time on Saturday and Sunday will post you your account on the next business day.
- What is the cut–off time to complete bill payment transactions on the current business day?
Transactions completed on BankEast Online Bill Pay Monday–Friday, before 3:00 p.m., ET will post to your account that day. Transactions completed after 3:00 p.m. ET will post to your account the next business day. Transactions completed any time on Saturday and Sunday will post you your account on the next business day.Overdraft Privileges and Regulation E?
- What is going to be different about my overdraft privileges because of Regulation E?
If you choose to opt-in, nothing will change. Your card will continue to work as it currently does with no interruption in service. If you opt-out, we will no longer allow ATM and everyday debit card transactions on accounts with insufficient funds, and therefore, your card will be declined.
- What do I have to do to opt-in?
There are several options. If you have a checking account, money market, or savings account with a debit card/ATM card attached you will receive a form in the mail. You can complete the form and mail it in using the enclosed postage-paid envelope, or you can bring the form into the bank. You can also click here to find a link to the form which you can complete through our secure server. You also have the option of calling the bank at 865-540-5800 to request an opt-in form. If you have misplaced your form/letter, you can stop by any branch to pick up an extra copy.
- Why do I have to do this?
Federal Regulation E was revised so that customers could choose to allow or not allow banks to authorize ATM and everyday debit card transactions if the account had insufficient funds and be charged a fee for that service.
The regulation states that we need to receive permission (or as the regulation calls it, “opt-in”) from customers to continue to allow use of this service on an account. If we do not receive your permission or you choose not to opt-in, we will no longer allow charges that make an account negative and your card will be declined.
BankEast has chosen to apply the new requirements to all customers effective July 1, 2010. If you have accounts at other financial institutions, they may not begin the new requirements until August 15th, 2010.- If I don’t opt-in, does that mean I will never have a negative balance because my ATM or debit card will be declined?
Not necessarily. There are a few ways that your account can be overdrawn even without an opt-in:
- A preauthorized transaction (i.e. paying at the gas pump, adding a tip at a restaurant, or a hotel reservation “hold”) could cause a negative balance. In these situations the business preauthorizes a transaction amount that might not be the final transaction total. A gas station might preauthorize $1 when you pay at the pump. If you have $2 in your account the transaction will be approved because the preauthorized amount is less than your balance. If you then spend $20 on gas your account will be overdrawn by $18. If you opt-out you will be responsible for the amount of money overdrawn but you will not be charged a fee.
- An overdraft can also be caused by the timing of actual presentation of the transaction to your account. You may have sufficient funds in your account at the time of the transaction but by the time the transaction is applied to your account there is no longer enough money to cover the transaction causing a negative balance or an overdraft. If you have not opted-in you will not be charged a fee for the authorized overdraft.
It is important to keep track of your transactions by keeping accurate records and monitoring and reconciling transactions frequently. Online Banking is a great way to see when transactions are applied to your account. For more information on using Online Banking click here.- Is there some other way I can have these kinds of transactions accepted without having an overdraft fee charged?
Yes. BankEast offers CheckLine Overdraft Protection, as well as Overdraft Savings. CheckLine is an overdraft line of credit you may apply for. Overdraft Savings is simply linking your savings account to your checking account so that funds can be automatically transferred, allowing the item to be paid without causing an overdraft fee.
If you have a savings account at a different bank, we are happy to assist you in transferring to BankEast to take advantage of this service. For more information about these products please contact us or click here.- How does this affect my Overdraft Privilege Service (ODP)?
Overdraft Privilege will continue to cover checks, recurring online bill payments and ACH payments. By opting-in. you will extend the overdraft service to include ATM and everyday debit card transactions.
IMPORTANT: By not opting-in for ATM and everyday debit card transaction overdraft coverage, you are NOT opting-out of Overdraft Privilege Service for checks, recurring online bill payments and ACH payments. If you do not want to receive Overdraft Privilege Service, you must complete an additional form. Please contact a BankEast Customer Service Representative for more information about the Overdraft Privilege Service.- What happens if I don’t opt-in by July 1?
You will automatically be opted-out if you do not respond. We must receive your response to continue the service.- Can I change my mind?
You can change your decision at any time by contacting the Bank and filling out a new form. However, it is important to note that changing your consent does not require us to waive or reverse fees that were incurred prior to the request.- What if I have a combination of different transactions that cause the overdraft? Are you going to charge a fee if I did not opt-in?
The Bank may charge an overdraft fee for check, ACH, and recurring debit card or online bill pay overdrafts as normal. If one of these types of transactions causes the overdraft, we will charge a fee.- I currently have CheckLine Overdraft Protection; does this regulation apply to my account?
It shouldn’t. When you use CheckLine, an overdraft will not occur. However, there may be a rare instance when a customer could be at the maximum limit for their CheckLine, in which situation, the opt-in status is very important. If you have not opted-in and your CheckLine is at the maximum credit limit, the transaction will be declined. If you have opted-in, the transaction can be authorized and processed with an overdraft fee.- What if I have more than one account?
List all of the accounts individually on one opt-in form. Please make sure to include the full account number so that there is no confusion about which account(s) you would like to opt-in.- Can I have different choices for different accounts?
Yes! Your choice to opt-in is by account number, so you may choose to opt-in on accounts attached to an ATM or debit card, and not opt-in on accounts not attached to a card.- I have a joint checking account. Can one of us opt-in and the other opt-out?
No. The account can only have one choice, even if you have two different ATM or debit cards. It is important to note that we will recognize the option chosen in last communication from the account, determined by the date on the form.- Does the rule apply to all personal accounts, including savings or money markets?
Yes. The rule applies to all accounts covered by the new regulation, including savings and money markets to the extent that they may be overdrawn by an ATM withdrawal or everyday debit card transaction.- What about my Business accounts? Does this regulation apply?
No. This regulation does not currently apply to Business accounts.- Does this affect my checks, recurring online bill payments, or ACH payments?
No. These items will still be paid by the bank at our discretion. You may be charged the current NFS fee of $32.95 fee per transaction for this service- Will the bank still pay an overdraft if I haven’t opted-in?
In most situations, we will not pay an overdraft unless you opt-in. If your everyday debit card purchase or ATM withdrawal will make your account negative, your card will be declined.
