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Bank of Charlotte County

Resources

Frequently Asked Questions


Please refer to the information below to find answers to our most commonly asked questions.  Looking for something else? Contact your local branch and we will be happy to answer any additional questions.
Q: How do I login to online banking if I forgot my username or password?

A: The account recovery flow shown below is for users who are in an active status but have forgotten their password. 

1. Select "Forgot" link on the login page.
2. Enter your tax ID number and account number.
3. Complete two-factor authentication. If you are not enrolled in two-factor authentication, you will be prompted to complete enrollment first, then complete authentication before being allowed to move to step 4.
4. Once steps 1, 2 and 3 are completed, you will be allowed to reset your password.

If your account is in a locked status, you must contact your local branch CSR  to have the account unlocked. Once the account is unlocked, a temporary password will be issued.  You will be prompted to reset this password during your next login attempt.
Q: What are The Bank of Charlotte County’s hours?

A: Lobby Hours:

Monday – Thursday: 9:00 a.m. – 4:00 p.m.

Friday: 9:00 a.m. – 5:00 p.m.


Walk-up and Drive-Thru Hours

Monday – Friday: 9:00 a.m. – 5:00 p.m.
Q: What do I do if I believe my identity has been stolen?

A: If you are a victim of identity theft, you should do the following immediately:
  1. File a police report in the jurisdiction that the crime was committed;
  2. Call all three national credit bureaus to place an initial fraud alert on your credit reports. The initial fraud alert will remain on your credit report for a period of 90 days (Equifax: 1-800-685-1111; Experian: 1-888-397-3742; Trans Union: 1-800-888-4213);
  3. Close the accounts you believe will be affected by the identity theft. We will assist you with closing your accounts with our Bank at your request and opening new accounts for you. You will be given a different account number and any automatic payment services will need to be given the new account number;
  4. If you receive Social Security benefits, contact the Social Security Administration Fraud Line at 1-800-269-0271;
  5. Change your password on our Telephone banking system by calling 1-866-593-9537;
  6. Contact any other financial institution with whom you have accounts.
Q: I need to send or receive a wire transfer. What do I need to do?

A: To Send a Wire:

Contact your local branch and have the following information available for the individual/company to whom the wire is being sent:
  • Individual/Company’s name
  • Bank name & routing number
  • Account number
  • Physical address
To Receive a Wire:
 
  • Contact the wire department for instructions by calling (434) 542-5111  
Q: What is The Bank of Charlotte County’s routing number?
 
A: The banks routing number is 051404752. 
Q: What do I do if my ATM/Debit/Credit card is lost or stolen?

A: During regular banking hours, contact your local branch.

On holidays and weekends, call the numbers listed below:
  • Lost or Stolen ATM/Debit Card - Call 1-855-293-2458 
  • Lost or Stolen Credit Card - Call 1-855-293-2458
Q: How can I check my account balance?

A: For 24-hour banking by phone, call our Telephone Banking system at 1-866-593- 9537.

Mobile Deposit FAQs
Q: How can I locate and use The Bank of Charlotte County mobile app?

A: Search for Bank of Charlotte Mobile in the Apple App Store or Android Google Play store. Tap “Get” or “Install” to download our app, and then “Open” to enroll in Mobile Banking.
Q: When am I eligible to enroll in Mobile Deposit?

A: For new customers, Mobile Deposit is available 60 days from the date of account opening if you demonstrate financial responsibility, meaning your account must be in good standing for 60 days from account opening, maintained a positive balance, made regular deposits, and demonstrated normal activity patterns including the ability to repay, and no unusual, fraudulent, or suspicious activity may be present.
Q: Once my account is eligible, how do I enroll in Mobile Deposit?

A: Log into your Mobile Banking Account via the Apple or Google App. From the Dashboard, select Deposit under Quick Actions. On the Deposit page, select the desired checking or savings account(s) and click on Enroll. Once enrollment has been successfully submitted, your request will be processed. You will receive a notification as soon as your accounts have been approved.
Q: What checks or other items CANNOT be deposited via Mobile Deposit?

A: The following checks and other items CANNOT be deposited via Mobile Deposit:
  • Checks or items payable to any person or entity other than you.
  • Checks payable to you and another party, unless deposited into a Mobile Deposit Account in the name of all payees.
  • Checks or items containing alteration to any of the fields on the front of the check or item (including the MICR line), or which you know or suspect, or should know or suspect, are fraudulent or otherwise not authorized by the owner of the account on which the check or item is drawn.
  • Checks or items previously converted to a substitute check, as defined in Reg CC.
  • Checks or items drawn on a financial institution located outside the United States.
  • Checks or items that are remotely created checks, as defined in Reg CC.
  • Checks or items not payable in United States currency.
  • Checks or items issued by the U.S. Treasury or any other U.S. federal agency.
  • Money orders, savings bonds or traveler's checks.
  • Checks dated more than six (6) months prior to the date of deposit.
  • Checks payable on sight or payable through drafts, as defined in Reg CC.
  • Checks with any endorsement on the back other than “For Mobile Deposit Only.”
Q: How do I endorse a check being deposited via the app?

A: Write “For Mobile Deposit Only,” along with your signature and your deposit account number on the back of the check. If this endorsement is missing, the deposit will not be accepted; however, you will be prompted to add the endorsement and resubmit.
Q: If I make a deposit using the app, when will the funds be deposited into my account?

A: Funds deposited using Mobile Deposit will be available to you on the first business day after the day we receive your deposit. Once the funds are available, you can withdraw them in cash and we will use the funds to pay checks that you have written. In some cases, we will not make the funds you deposit available to you on the first business day after the day of your deposit in accordance with our Funds Availability Policy. You will be notified via mailed notice if any longer hold time is applied. Business Day is every Monday through Friday, excluding federal holidays recognized by The Bank of Charlotte County.
Q: What is the cutoff time to submit a deposit for credit on the same business day?

A: Mobile Deposits received and accepted by 3:00 PM Eastern Standard Time on a Business Day are credited on the same day, and Mobile Deposits received and accepted after 3:00 PM Eastern Standard Time are credited on the next Business Day.
Q: Are there limits for deposits made with Mobile Deposit?

A: Yes. Mobile Deposit limits are:
  • $2,000 per transaction;
  • Five (5) checks per day, or $4,000 per day; and
  • Fifteen (15) checks per month, or $10,000 per month.
Generally, any Mobile Deposits submitted that exceed these limits will be rejected. You will receive a notification advising whether your deposit has been Accepted or Rejected.
Q: What do I do with the check after I deposit it through mobile deposit?

A: Once a check has been credited to your account, mark the check as “Electronically Presented.” In case the actual check is needed to resolve any claims and aid in the clearing and collection process, you should retain the check for at least sixty (60) calendar days after the date of the image transmission. After that 60-day period, you can properly dispose of the check.
eStatement FAQs
Q: What are the system requirements for enrolling in eStatements?

A: Your computer/mobile device software must meet the following system requirements in order to view, print, and/or save your eStatements:
  • Computer/mobile device with the capability to access the Internet;
  • Internet Browser that supports 128-bit encryption and is on the list of supported browsers (see below); and
  • Adobe Acrobat Reader or Professional 10.0 or higher.
Q: What Internet browsers are supported by Online Banking and Mobile Banking?

A: Currently supported for Online Banking are:
  1. Microsoft Edge – Current version
  2. Google Chrome – Current version and one version older
  3. Apple Safari – Current version
  4. Mozilla FireFox – Current version and one version older
Currently supported for Mobile Banking are:
  1. iOS – Version 11 or greater
  2. Android – Version 5.0 or greater
Q: What types of documents are available for eStatement enrollment?

A: Checking, savings and credit cards are eligible for eStatement enrollment.
Q: How do I enroll in eStatements?

A: After logging into Online Banking or Mobile Banking with your Username and Password or Passcode:
  1. Select the account for which you wish to enroll for eStatements;
  2. Click on Documents;
  3. Choose the desired account(s) and statement(s);
  4. Confirm or correct your email address;
  5. Create a security phrase that will be always be in the notification email subject line;
  6. Enter the enrollment passcode provided via the “click here” link, which verifies that you can view an eStatement in a PDF format;
  7. Read and agree to the Electronic Banking Account Statement Disclosure and Agreement;
  8. Click on “Enroll Now”;
  9. Receive the enrollment confirmation message; and 10. Receive a confirmation email to the email address provided in Step 4.
Q: Can joint owners enroll the same account for eStatements on their individual Online Banking or Mobile Banking account?

A: eStatements can only be set up once for an account; therefore, only one account owner can enroll in eStatements.

Q: How do I add an Additional Recipient, such as my accountant, to receive an eStatement copy? Please be aware that Additional Recipients will see your check images and security phrase.

A: After logging into Online Banking or Mobile Banking with your Username and Password or Passcode:
  1. Select the account on the Dashboard page that is enrolled in eStatements for which you wish to add an Additional Recipient;
  2. Click on Documents;
  3. Select the Additional Recipients tab;
  4. a. Create a Username which the Additional Recipient will use when logging in to view the eStatement. It may not contain spaces or special characters.
    b. Enter the Email Address for the Additional Recipient.
    c. Create an Access PIN which will be the Additional Recipient’s password. It must be between 8 and 12 characters in length and contain both alpha and numerical characters. The Access PIN is case sensitive and will expire every six (6) months.
  5. Select Assign Documents next to the Additional Recipient.
  6. Check the box to add the eStatement.
  7. Notify the Additional Recipient of the Username and Access PIN created for access to the eStatement.
Q: How will I be notified when an eStatement is available?

A: When your statement is ready, you will receive an email notification to the email address provided during enrollment, with your security phrase in the subject line.

Q: How do I access my available eStatements?

A: Log into Online Banking or Mobile Banking with your Username and Password or Passcode and:
  1. Select the account on the Dashboard page that is enrolled in eStatements;
  2. Click on Documents;
  3. Select the EStatements/Notices tab to see the list of available eStatements; and
  4. Click on View to see a specific eStatement.

Q: How do I change my email address used for eStatement notification?

A: Log into Online Banking or Mobile Banking with your Username and Password or Passcode and:
  1. Select the account on the Dashboard page that is enrolled in eStatements;
  2. Click on Documents;
  3. Select the Email Setting tab; and
  4. Change the email address and/or security phrase.
Q: How do I un-enroll in eStatements?

A: Log into Online Banking or Mobile Banking with your Username and Password or Passcode and:
  1. Select the account on the Dashboard page that is enrolled in eStatements;
  2. Click on Documents;
  3. Select the Sign Up/Changes tab to see the list of enrolled accounts; and
  4. Unclick on the specific account(s) which you wish to unenroll.
If you have attempted to un-enroll online and encounter difficulties, call us at (434) 542-5111.


 
Transparency in Coverage Rule: To access pricing data for covered services, please click on the link below (you’ll need the Virginia Bankers Association Group Medical & Dental Trust’s tax ID number, #54-6198695) https://www.anthem.com/machine-readable-file/search
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