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FAQs
This guide was created to assist Timberwood Bank customers obtain information they need around the clock.  If you need further assistance, please contact a Timberwood Bank representative at (608) 372-BANK (2265). 
 
Online Banking  
 
Computer Requirements 
 
-What are the browser requirements? 
Most browsers today utilize an encryption method called Secure Sockets Layer (SSL).  SSL is software-based security protocol that encodes date before it is transmitted over the Internet.  128-bit encryption provides a high level of security; major commercial browsers such as Netscape Navigator's versions 4.0 and higher, along with Internet Explorer's versions 5.5 and higher, include this encryption software.  eCom requires the use of 128- bit SSL encryption to ensure the privacy of your information. To access eCom, we recommend that you use a web browser such as Internet Explorer 6.0 or Netscape Navigator.  Your browser must support 128-bit SSL encryption so that we can maintain the highest encryption standards throughout our site to protect your online account information. 
 
Tips for Technical Problems 
 
-I get a message that says "Log in information missing or invalid", what does this mean? 
While attempting to log in to eCom, your Access ID or Password was entered incorrectly.  Please verify you are using the correct Access ID and Password and re-enter your information.  After 3 failed attempts, your access will be locked.  You may complete the application/reset form on our web site to request your information be reset for you, you may come in our office, or you may call to request your access be restored.  Please be prepared to answer security questions. 
 
 
-I clicked on "Did you forget your password?" it appears I am entering the correct password, however I still cannot log in.  Why is this? 
If you had 3 previous invalid attempts, even if they were from previous dates, your access will be locked out.  You may complete the application/reset form on our web site to request your information be reset for you, you may come in our office, or you may call to request your access be restored.  Please be prepared to answer security questions. 
 
Security 
 
-Can you provide any guidance to protect myself from identity theft or phishing scams? 
Timberwood Bank is dedicated to fraud awareness and education.  Please  click here for information on how to protect yourself from identity from fraud and phishing scams.  See our Security Alerts and Information pages for more information. 
 
-Are there any security guidelines to eCom (Personal Online Banking)? 
Security is of the highest priority at Timberwood Bank.  Once you enroll in eCom (Personal Online Banking), you will be able to create an Access ID and Password that serves as your first line of security.  While you're accessing the online banking services, you will be utilizing state-of-the-art encryption technology for all data that is transmitted between your computer and our secure server.  Most browsers today utilize an encryption method called Secure Sockets Layer (SSL).  SSL is software-based security protocol that encodes data before it is transmitted over the Internet.  128-bit encryption provides a high level of security; major commercial browsers such as Netscape Navigator's versions 4.0 and higher, along with Internet Explorer's versions 5.5 and higher, include this encryption software.  eCom requires the use of 128- bit SSL encryption to ensure the privacy of your information.  To ensure that your encryption is active, an icon such as a padlock or key will be displayed in the lower right hand corner of your browser's window. 
 
-Is eCom (Personal Online Banking) secure to use? 
eCom requires the use of certain web browsers because of their built in security encryption features.  If you use a browser that does not have the security features required, you will not be able to log on to eCom. 
 
-How can I tell if my connection is secure? 
If you are using a Microsoft browser, there will be a small icon in the lower right hand corner of the browser shaped like a padlock.  With a Netscape browser, the icon is shaped like a key.  Also, the address of the web page will start with "https://" instead of "http://".  The additional "s" in the address indicates a secure site. 
 
Using eCom (Personal Online Banking) 
 
-What is eCom? 
eCom is a service for Timberwood Bank customers that provides convenient access to account information and account transactions using the Internet.  Customers will be able to access their accounts 24-hours a day, 7 days a week.  
 
-Are their any fees for eCom? 
Timberwood Bank provides eCom (Personal Online Banking) at no charge; however we reserve the right to charge a fee. 
 
-How do I sign up for eCom? 
To sign up for eCom, you must complete an application form.  Please visit our office or complete the short application online.  
 
-How many characters must my eCom password be? 
To log into eCom you must provide a case sensitive password which must be at least 5 characters long with a maximum of 12 characters.  Your password can be all letters, all numbers or a mixture of letters and numbers (alphanumeric).  
 
-What do I do if I become locked out or cannot remember my password? 
If you remember your Access ID, you may enter your Access ID in the Log In box, then click on "Logon".  This will take you to a screen where you can either enter your password or select the option "Did you forget your password?”  Choosing this option will have your password emailed to you.  If you are not locked out of your account, you may then use your password to log back into your account.  If you are locked out of your account, you will need to contact a Timberwood Bank representative.  Please be prepared to verify your identity in order to protect your personal information.    
 
 
-I requested my password be emailed to me, however I have not received an email reminder, why is this? 
If you have not received your email, please make sure you have updated your email address with the bank.  Your email reminder would be sent to the most recent address on file within the Premier eCom system.  Check your junk mail box to verify your security did not filter out the email because it came from an unknown address. 
 
-Can I change my eCom password online? 
You can do so online at any time by logging into your account and selecting Options, then change the information you'd like. 
 
-Does my eCom password expire? 
Yes, you will be required to change your password every 90 days.  Also, if you do not use your Access ID and password for 90 days, your account will expire and you will need to reapply for online account access. 
 
-What types of transactions can I do online? 
You can access all of your accounts with our bank online.  You can review, print, and initiate transactions and transfer funds between accounts.  You can also select transactions, sort transactions and export transactions to personal financial management applications (Intuit, Microsoft Money, and QuickBooks). 
 
What is the difference between an Express Transfer, a One-Time Transfer, and a Scheduled (Recurring) Transfer? 
-An Express Transfer can be performed from any page in eCom, and is a single and immediate transfer of funds from any one account to another; both debit and credit will occur on the same business day. 
-A One Time Transfer is a single and immediate transfer of funds from one account to another; both the debit and credit will occur on the same business day. 
-A Scheduled (Recurring) Transfer is a repeated transfer of funds over a designated period of time.  For example, you can schedule a recurring transfer weekly, bi-weekly, monthly, bimonthly, quarterly, semi-annually or annually.  The debit occurs on the day the transfer is scheduled and the credit occurs on the following business day. 
 
Can the joint owner on my account use eCom? 
Each owner on an account should have their own access id and password.  This ensures both account owners have the capability and security of viewing all the accounts they have ownership in. 
 
Checking 
 
I think my debit card was stolen, what should I do? 
If you believe your debit card has been lost, stolen or compromised, call 1-800-554-8969 to report it and contact the bank immediately. 
 
What is Check 21? 
On October 28, 2004, the Check 21 law went into effect which has redefined check clearing.  It allows banks and merchants to replace paper items with digitized images and information.  The paper item is destroyed.  Its main impact is that checks now clear much quicker than in the past. 
 
What requirement/items do I need to open a checking account? 
In order to complete the application process, a Timberwood Banker will need to see the following items:  
1.  Photo ID 
     -Drivers License or 
     -Military ID or 
     -Passport or 
     -State ID Card 
2.  Timberwood Bank requires all signers on the account to sign a signature card to complete the process.  Timberwood Bank holds the signature card on file for signature verification purposes.  If the primary account holder is a minor (under the age of 18) a secondary account holder over the age of 18 will need to be on the account.  The secondary account holder, who is over the age of 18, will need to bring a current photo ID. 
 
What is an ACH? 
Automated Clearing House (ACH) is the name of an electronic network for financial transactions in the United States.  ACH processes large volumes of both credit and debit transactions which are originated in batches.  ACH credit transfers include direct deposit payroll payments.  ACH debit payments include consumer payments on insurance premiums, mortgage payments, and other kinds of bills.  Uses of the ACH system are constantly growing to include E-Checks, utility bills, tax payments, and regular payments. 
 
Why do some of the checks I write go through my account as an ACH? 
Some businesses choose to send your check through as an ACH item instead of a paper document because it provides faster clearing of the item (so the merchant receives credit for the money sooner).  It may also reduce their transaction fees with their bank because it is less expensive than handling a paper document. 
 
How do I order checks? 
Call or stop in and speak to a Timberwood Banker for assistance with first time check orders. 
 
How do I re-order checks? 
You can now re-order your checks over the phone or on-line if there are no changes to your last order.  The phone number 1-877-585-8777.  To order checks online,  click here. 
 
How am I billed for my checks? 
The check order amount will come out of your account automatically.  The debit will show up on your statement. 
 
Why is a Debit Card better than writing checks? 
A Debit Card is much more convenient than writing out a complete check-simply present your card, sign or enter your PIN and be on your way.  No more hassles with two forms of identification or waiting for check approval.  The Debit Card is accepted anywhere Master Card is accepted, that makes it great for traveling. 
 
What is Club Timberwood? 
Club Timberwood is a special club we designed as a thank you to our customers.  By being a Club Timberwood member, you receive member's only discounts on entertainment, food, and travel.  You will also receive member's only bank privileges such as special deposit rates and discounts on loan rates. 
 
How can I become a member of Club Timberwood? 
Contact one of the Timberwood Personal Bankers who can help you become a member! 
 
How do I receive information of images of checks that have cleared my account? 
Once logged into your account online, select the transaction you wish to view.  You may then right click on the image and select "Retrieve Transaction" to view the original check or deposit. 
 
Business Checking Accounts 
 
What requirements/items do I need to open a business checking account? 
In order to complete the application process, here are some examples of what a Timberwood Personal Banker will need to see at account opening: 
1.  -Articles of Incorporation 
     -Articles of Organization 
     -Corporate Resolution 
     -Business License 
     -Partnership Agreements 
     -Certificates of Good Standing 
2.  Timberwood Bank requires all signers on the account sign a signature card to complete the process.  Timberwood Bank holds the signature card on file for signature verification purposes. 
 
How do I order checks? 
Call or stop in and speak with a Timberwood Banker for assistance with first time check orders. 
 
How do I re-order checks? 
You can now re-order your checks over the phone or on-line if there are no changes to your last order.  The phone number 1-877-585-8777.  To order checks online, click here. 
 
What is Club Timberwood? 
Club Timberwood is a special club we designed as a thank you to our customers.  By being a Club Timberwood member, you receive member's only discounts on entertainment, food, and travel.  You will also receive member's only bank privileges such as special deposit rates and discounts on loan rates. 
 
How can my business be advertised with Club Timberwood? 
Contact Timberwood Bank for details on how to have your business featured with Club Timberwood.   
 
Is there a cost to being a participating Club Timberwood Merchant? 
Any business advertised in Club Timberwood will never be asked to contribute money towards advertising costs.  Timberwood Bank pays for all advertising and related expenses.  There are no fees associated with being a Club Timberwood Merchant.  This is your benefit for having your business account with Timberwood Bank! 
 
Bill Pay and Business Bill Pay 
 
What is Bill Pay? 
A Bill Payment service is provided through IPAY Technologies.  After you sign up you can pay your bills online by logging into your account on Timberwood Bank's web site. Bill Pay Demo 
 
 
How does Bill Pay work? 
It's just like filling out a check on the computer screen.  You designate the payee from a list you've created, fill in the amount you wish to send the payee and leave the rest to Bill Pay.  Many companies, such as credit cards, accept the payment electronically.  If a company or person doesn't accept the payment electronically, a check is created and mailed using the information you provided. 
 
How long does it take for the company to receive the payment? 
For electronic payments, allow three business days for the payment for delivery, and five business days for checks. 
 
How much is Bill Pay? 
Most Timberwood Bank customers qualify for free bill pay.  Call Timberwood Bank to see how you can qualify for free bill pay. 
 
How do I sign up for Bill Pay? 
You must have eCom (Personal Online Banking) to use Bill Pay.  Once you are logged into your account online, you will see the "Bill Pay" tab at the top of the screen.  This will walk you through the application for Bill Pay service.  You will be notified when your application is received and approved. 
 
How do I sign up for eCom? 
You may complete the secure application online or by meeting with a Timberwood Personal Banker. 
 
 
 
What are the benefits of banking online with eCom? 
  • Check balances in any accounts which you have ownership in.
  • See images of cleared checks and information on recent transactions.
  • See interest earned and maturity date of your Certificates of Deposit or IRA account.
  • See payment amount, interest paid and next due date of your loan amount.
  • Transfer money between accounts.
  • Through Bill Pay you can pay any bill you would normally pay by check or cash.
  • Secure access to your accounts 24 hours a day, 7 days a week.
  •  
    I paid a bill using Bill Pay, however the payee is stating they have not received a payment; what should I do? 
    If your payment has not reached it's payee after 3 business days (for electronic payment) or 5 business days (for check payment), you may log into your Bill Pay, find the payment in question and select "Send a Payment Inquiry".  By sending a payment inquiry, IPAY Technologies will immediately begin researching the status of the payment and where the funds were directed to.  A Representative from IPAY Technologies will be in contact you if they need further information.  Within 24 hours a representative will communicate with you to let you know the status of your case. 
     
    Debit/ATM Cards 
     
    How do I change the pin number on my ATM/Debit Card? 
    When you receive the pin mailer there will be a toll free number with a reference number to call to change the pin number. 
     
    What do I do if my debit card or ATM card is lost or stolen? 
    Contact the bank immediately or call the Hot Card phone number which is 1-800-554-8969. 
     
    How do I get a new card if my magnetic strip no longer works? 
    Contact a personal banker or teller to have a replacement card ordered.  A replacement card fee may apply. 
     
    My Debit/ATM card expires this month, how and when do I get a new card? 
    The card is good through the end of the month that it expires.  A new card will be automatically mailed towards the beginning of the expiration month. 
     
    How do I apply for a Debit/ATM Card? 
    You may apply for a Debit or ATM Card online, with a Personal Banker, or with a teller. 
     
    What are the limits on my Debit/ATM Card? 
    When using the PIN number, you have a limit of $300.00 per day.  When using a signature you have a $750.00 daily limit. 
     
     
    Visa Gift Cards 
     
    Where can my Gift Card be used? 
    It can be used to make purchases everywhere visa debit cards are accepted. 
     
    Should I select debit or credit at time of purchase? 
    Credit. 
     
    Can I access cash from my gift card? 
    No, you cannot access cash (at any time) from your Card via an ATM or a point of sale terminal. 
     
    How and why should I register my gift card? 
    To register your gift card, please call 1-800-486-0252.  Registering your Card will enable you to use your Card for Internet purchases and it will allow you to request a replacement Card should your Card become lost or stolen. 
     
    Does my gift card expire? 
    Yes, subject to applicable law, your gift card will expire when the remaining value is equal to $0 or when "valid thru" date listed on the front of your gift card is exceeded. 
     
    Can value be added to my gift card after it is purchased? 
    No, the gift card is disposable.  It cannot be reloaded or renewed.  when all the value is used, the card should be destroyed. 
     
    What if my purchase is greater than the value available on your gift card?  The merchant should complete a split tender transaction and charge the gift card for the available balance.  The remaining purchase amount will require another form of payment. 
     
    How do I use my gift card at a restaurant? 
    You may use your gift card at a restaurant.  However it is common for service-oriented merchants to automatically factor in an additional 25% to cover any tip you may leave on the card.  If your total bill, after adding in the additional 25% exceeds the amount on the gift card, it will be declined.  To avoid a decline of, or a hold on, your gift card, you can ask the merchant to authorize a specific dollar amount. 
     
    How do I use my gift card at hotels and rental agencies? 
    Like restaurants, companies associated with travel services may automatically factor in an additional 25% to cover incidental charges that you might incur.  You should ensure that your gift card has an available balance that is 25% greater than your total bill. 
     
    Are there any fees associated with my card? 
    (You should check the terms and conditions of your card for the most recent information.) 
    Maintenance Fee: 
    Beginning the 7th month after the Card is purchased, a monthly maintenance fee of $2.50 will be assessed to your Card.  This fee will be assessed to your Card as long as there are funds remaining on your Card. 
     
    Replacement Card Fee: 
    If your Card is lost or stolen, there will be a fee of $15.00 to replace it in the US mail. 
     
    Card Renewal Fee: 
    Should you choose to renew your card upon expiration, there will be a fee of $5.00 
     
    Insufficient Funds Fee: 
    You will be billed for any shortage together with a shortage fee of $20.00 
     
    Foreign Exchange Margin: 
    For any transaction outside of the US or in a currency other than the currency in which your card was issued, the issuer will increase the currency conversion rate by an additional 3.5% and will retain this amount as compensation for its services.  This charge is independent of the currency conversion rate established by Visa. 
     
    How do I determine the balance on my gift card? 
    You may obtain information about the amount of money you have remaining in your card account by calling 1-800-486-0252.  This information, along with a 60-day history of account transactions, is also available on-line at www.convenientcards.com.  You also have the right to obtain a sixty (60) day written history of account transactions by calling 1-800-486-0252 or by writing us at: Convenient Cards, Attn: Customer Service, 540 Meadow St, Suite 203, Agawam, MA 01001. 
     
    What if I need to return a purchase made on my gift card? 
    If you are entitled to a refund for any reason for goods or services obtained with your Card, you agree to accept credits to your Card for such refunds.  It may take up to 7 days for the amount of the refund to be credited to your card. 
     
    Visa Travel Cards 
     
    Where can my Gift Card be used? 
    It can be used to make purchases everywhere visa debit cards are accepted. 
     
    Should I select debit or credit at time of purchase? 
    Debit. 
     
    Do I have a PIN Number for my card? 
    Your pin number is located with the card on the card carrier.  You may change your number on-line at your discretion by loging onto www.convenientcards.com/cardholders or by calling 1-800-486-0252 
     
    Can I use my card at an ATM or POS device to receive cash? 
    Yes, you may use your card to obtain cash at any device which requires the entry of a PIN, that bears the Visa or Interlink brand.  When using your card at an ATM, select "checking" as the account to withdraw from. 
     
    Can I reload my Card? 
    You may add funds to your Card, called "value loading", at any time.  The amount of each value load must be at least $10.00.  Value loads can be performed in person at the location you originally obtained the card, online by logging onto www.convenientcards.com/cardholders or by calling 1-800-486-0252.  (There is no limit to the number of times you can load your card.) 
     
    Can I use my Card at a gas station? 
    To purchase gas, have the attendant process the transaction inside-do not swipe your card at the pump. 
     
    How do I use my gift card at a restaurant? 
    You may use your gift card at a restaurant.  However it is common for service-oriented merchants to automatically factor in an additional 25% to cover any tip you may leave on the card.  If your total bill, after adding in the additional 25% exceeds the amount on the gift card, it will be declined.  To avoid a decline of, or a hold on, your gift card, you can ask the merchant to authorize a specific dollar amount. 
     
    How do I use my gift card at hotels and rental agencies? 
    Like restaurants, companies associated with travel services may automatically factor in an additional 25% to cover incidental charges that you might incur.  You should ensure that your gift card has an available balance that is 25% greater than your total bill. 
     
    How and why should I register my gift card? 
    To register your gift card, please call 1-800-486-0252.  Registering your Card will enable you to use your Card for Internet purchases and it will allow you to request a replacement Card should your Card become lost or stolen. 
     
    Are there any fees associated with my card? 
    (You should check the terms and conditions of your card for the most recent information.) 
    Maintenance Fee: 
    Beginning the 7th month after the Card is purchased, a monthly maintenance fee of $2.50 will be assessed to your Card.  This fee will be assessed to your Card as long as there are funds remaining on your Card. 
     
    Replacement Card Fee: 
    If your Card is lost or stolen, there will be a fee of $15.00 to replace it in the US mail. 
     
    Card Renewal Fee: 
    Should you choose to renew your card upon expiration, there will be a fee of $5.00 
     
    Shortage Fee: 
    You will be billed for any shortage together with a shortage fee of $25.00 
     
    ATM Withdrawal: 
    $2.00 Within US, $3.00 Outside US 
     
    Customer Service/Balance Inquiries: 
    Online Balance Inquiries: Free 
    Over the phone: $.50 
    Live agent assistance: $1.00 
    ATM card inquiries: $2.00 
     
    Periodic Statements: 
    Statements in electronic format will be made available free of charge at www.convenientcards.com/cardholders during each month in which a transaction occurs. You may choose to have a paper statement mailed to you, there is a $2.00 charge for this service. 
     
    Loans 
     
    How do I request a Loan Coupon Book? 
    You may either request the loan coupon book from your loan officer at the time you close your loan or you may send us an email requesting a coupon book to be ordered. 
     
    How do I request a rate quote on a loan? 
    You may call any of our knowledgeable loan officers who can help determine the best loan for you at the best possible rate. 
     
    Savings 
     
    What Requirements/items do I need to open a savings account? 
    In order to complete the application process, a Timberwood Personal Banker will need to see the following items: 
    1.  Photo ID 
         -Drivers License or 
         -Military ID or 
         -Passport or 
         -State ID Card 
    2.  Timberwood Bank requires all signers on the account to sign a signature card to complete the process.  Timberwood Bank holds the signature card on file for signature verification purposes.  If the primary account holder is a minor (under the age of 18) a secondary account holder over the age of 18 will need to be on the account.  The secondary account holder, who is over the age of 18, will need to bring a current photo ID. 
     
     
    Why do I have a limit of only 6 automatic withdrawals (Timberwood Online, Phone Transfers, ACH, Telebanc) out of my savings and money market accounts? 
    This requirement is a federal law and was originally instituted to help banks maintain enough cash on hand for their customers.  This law was put into place before banks had multiple locations, larger banks, and electronic transfers. 
     
    Telephone Banking 
     
    What is telephone banking? 
    Telephone banking is a toll free number you can call to receive your balance, debit amounts and dates items cleared your account, credit amounts and dates deposits were made. 
     
    What is the cost of telephone banking? 
    Telephone banking is free to all Timberwood Bank customers. 
     
    How can I get signed up for telephone banking? 
    Contact a Timberwood Banker for a security PIN number to access your accounts. 
     
    What is the telephone number for the telephone banking system? 
    1-877-358-6552 
     
     
    Safe Deposit Boxes 
     
    Who can rent a Safe Deposit Box? 
    A person or business must have a deposit account with Timberwood Bank to open a Safe Deposit Box. 
     
    How many keys do I get when I open a Safe Deposit Box? 
    Two keys are issued with each box.  There is a fee if you lose a key.  Both keys need to be returned to Timberwood Bank when you terminate your rental agreement. 
     
    Are the contents in the Safe Deposit Box insured by the bank? 
    The contents of a Safe Deposit Box are not insured. 
     
    How do I open the Safe Deposit Box? 
    Please visit a Timberwood Bank Personal Banker for assistance. 
     
    Miscellaneous 
     
    What does FDIC Insured mean? 
    FDIC Insurance (Federal Deposit Insurance Corporation) protects you against the loss of your deposits if an FDIC insured bank or savings association fails.  FDIC Insurance is backed by the full faith and credit of the United States government.  The new bill passed by the federal government increased the coverage to $250,000.00 For more information, please call a Timberwood Banker or visit www.fdic.gov 
     
    How do I know how much my savings bonds are worth? 
    For more information on your savings bonds, go to www.savingsbonds.gov 
     
     
     
     
    FDIC
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