Frequently Asked Questions

  1. How can I obtain a copy of my credit report?

    The three major credit bureaus can assist you in obtaining a copy of your credit report. There are many websites that can provide that information, such as www.myfreecreditreport.com.

  2. What is Mobile Banking?

    Mobile Banking gives the ability to access account information using 2 different options depending on your preference and the capabilities of your mobile device:

    1. Via the browser on your mobile device
    2. Via the Mobile downloadable application (APP) for the iPhone and Android
  3. How do I access Mobile Banking on my mobile device browser?

    Simply visit www.bankesb.mobi to access the bankESBMobile browser.

  4. Can I lock my interest rate at time of application?

    YES. bankESB allows you to lock in your rate after we receive your intent to proceed.

  5. How do I pre-qualify for a mortgage?

    Pre-qualifying for a mortgage is easy and convenient. You should contact your bankESB Loan Officer and arrange an appointment.

    Your Loan Officer will review your income, asset and credit information and then be able to tell you how much of a mortgage you can afford.

  6. What is an eStatement?

    An eStatement is a prompt and secure electronic version of your account statement viewable by you using bankESB Online banking. No more waiting for the mail or shredding paper statements. With eStatements you can view, save and print your statement at your own convenience.

  7. In order to obtain my mortgage, do you require any tests on the property?

    bankESB typically does not require any inspections for residential mortgages. However, if there is an apparent concern regarding the property, test(s) may be required.

  8. Can I use my own attorney?

    YES. bankESB will allow you to select your own qualified attorney; however the responsibility of the attorney for the Mortgage is to protect the interest of the Mortgagee, (the bank).

    The Mortgagor, (the borrower/s) may at his/her expense, engage an attorney of his/her own selection to represent his/her interest in the mortgage transaction.

  9. What is a Loan Estimate?

    A Loan Estimate will contain estimates of all costs that are associated with closing your loan. It must be provided to you within 3 business days of your mortgage application.

  10. What are the "closing costs"?

    Closing costs are costs that you will incur in the process of obtaining your mortgage. They typically include fees such as points (optional), appraisal, legal fees, title insurance. Additionally, at closing, there are escrows for property taxes and Private Mortgage Insurance, if applicable.

  11. What other costs may be included in my monthly bill besides the principal and interest?

    In addition to principal and interest, an escrow payment for property taxes and Private Mortgage Insurance (if applicable) may be included in your payment.

  12. What is the difference between fixed and adjustable-rate mortgages?

    A fixed-rate mortgage is a loan where the principal and interest payments (P&I) never change over the life of the loan, since the interest rate never changes. An adjustable-rate mortgage has an interest rate that will change at various intervals during the life of the loan; therefore, the principal and interest payment will change periodically.

  13. What is a point?

    A point is the equivalent of 1% of the loan amount. For example, if the mortgage is $100,000.00, 1 point would be $1,000.00. Usually interest rates are offered in combination with 0, 1, or 2 points. If you choose to pay 1 or 2 points, your interest rate will be lower. For example, rates that might be offered are 6.25% with 0 points, 6.00% with 1 point or 5.75% with 2 points.

  14. What does APR mean?

    APR means Annual Percentage Rate. This should not be confused with your mortgage interest rate. APR is the yield the lender calculates on your mortgage when it takes into account finance charges you will pay at closing and over the life of the loan.

  15. What is Private Mortgage Insurance (PMI)?

    Private Mortgage Insurance is required when your down payment is less than 20%. It protects the lender against loss if the borrower defaults on the loan. The monthly cost will vary depending upon the type of mortgage you have, the PMI product, and the amount of your down payment.

  16. Fixed vs. ARM: Which should I choose?

    Typically the starting rate for an adjustable-rate mortgage is lower than a fixed-rate mortgage. This results in the starting payments on an ARM being less than a fixed-rate mortgage on the same amount. It also means that you might qualify for a larger loan since this decision takes into account your current income and the first years of payments.

    Your Adjustable-Rate Mortgage might also be less expensive over a period as compared to a fixed rate if interest rates remain steady or move lower.

    Against these advantages, you might have to weigh the risk that an increase in interest rates would lead to higher monthly payments. In order to assess the risk you need to consider the following questions.

    • Is it likely that my income will increase enough to cover a higher mortgage payment if interest rates go up?
    • Will I have additional debts in the near future such as a new car?
    • How long do I plan on owning this home?
    • Can my payments increase even if interest rates generally do not increase?
  17. What are "CAPS"?

    "Caps" are associated with Adjustable-Rate Mortgages. Caps limit how much the interest rate can increase or decrease. Periodic Caps limit the increase or decrease per adjustment period, whereas a lifetime Cap limits the amount the rate can increase over the life of the loan. For example, the lender may stipulate that the interest rate on an ARM can increase or decrease up to 2% per adjustment period, but not more that 6% over the life of the loan.

  18. Can I obtain PMI myself?

    NO. The lender arranges for PMI coverage on your loan. PMI products vary. When you apply for your loan, ask the lender what options are available.

  19. If my loan is sold, will the terms of my mortgage change?

    The terms of your mortgage will not change even if your loan is sold.

  20. What does "Escrow" mean?

    Escrow payments are additional payments paid each month for the purpose of taxes, insurance, and PMI if necessary. The bank collects these payments from you on a monthly basis and is responsible for making timely disbursements of escrow funds to pay these bills.

  21. Can I make additional payments on my mortgage?

    YES, you may make additional principal payments on your loan at any time.

  22. Can I receive eStatements for my business account?

    Yes! bankESB Online banking is a requirement to view eStatements. If you do not currently have bankESB Online banking please visit our website at www.bankesb.com and sign up! Online banking is easy and free for banking that fits your life perfectly. If you already use bankESB Online banking for your business accounts, eStatements is quick and easy to set up! Simply sign into your bankESB Online banking, click the eDocuments tab then click “view statements”. Read, print and accept the eStatement disclosure and you will immediately have access to your eStatements!

  23. If I sign up for eStatements does it apply to all of my statement accounts?

    Yes. It will apply to ALL of your statement accounts that are viewable in bankESB Online banking.

  24. What are the system requirements to support eStatements?

    Electronic Statements are produced in PDF format. In addition to the System Requirements for bankESB Online banking, you will need to have Adobe Acrobat Reader, which is available free of charge at www.adobe.com.

  25. How many months of eStatements will I have access to?

    With eStatements you will have access to 16 months of statements!

  26. Will I still receive a paper statement with eStatements?

    No. Once you sign up you will receive eStatements for all of the statement accounts that are viewable in your online banking. Your paper statement will be immediately discontinued.

  27. Can I go back to paper statements?

    Absolutely. If you decide EStatements are not for you simply send a secure email or call us during normal business hours to notify us you would like to receive paper statements. Remember all accounts listed in your online banking will convert back to paper.

  28. Can I view my check images with eStatements?

    It is easy to view a check image using eStatements. Simply click on “view check images” in your statement and all of your images from the statement will be available. As an added benefit you can also sort and resize your check images in a variety of ways.

  29. Can I print my check images with eStatements?

    Yes. Simply click on the check number you would like to print in the eStatement. Both the front and back of the check will be viewable. Click file and print. It’s that easy!

  30. Is there a fee for eStatements?

    eStatements are FREE! There are no fees associated with this service.

  31. Will my statement cycle remain the same?

    Yes, your statement will remain on the same cycle. In fact, with EStatements you will receive your statement faster because you won’t have to wait for the mail!

  32. How can I receive eStatements for all of my accounts?

    You will receive an eStatement for all of your statement accounts that are viewable in your Online banking. If you have an account that is not viewable in your bankESB Online banking and you would like to view an eStatement for it simply visit our website www.bankesb.com, click the forms & applications link, print and fill out the add account to home banking form. Mail or drop it off to any of our convenient branch locations and it will be added to your online banking. You will receive notification to view your eStatements for this account within 24 hours after we receive the form.

  33. How can I retain or store my statements with eStatements?

    There are several ways to retain your statements using eStatements:

    • Simply save your statement to your computer.
    • Download or burn your statement onto a disk or CD.
    • Download your statement into Microsoft Money (QFX)
    • Download your statement into Quicken (QIF)
  34. Will I be notified when my monthly statement is available?

    You will receive a monthly email notifying you that your statement is available.

  35. Will my eStatement contain the same information as my paper statement?

    Yes! Your eStatement will contain all of the same information as your paper statement including images of your cancelled checks and other documents, disclosures and important messages from Easthampton Savings Bank.

  36. Will joint account holders be able to view statements online?

    As long as the joint account holder has bankESB Online banking, they are on the account, and the account is viewable in online banking they will have access to EStatements.

  37. Can I have my monthly notification sent to more than one email address?

    No. You can only have your monthly notification sent to the email address listed in your bankESB Online banking.

  38. What happens if I change my email address?

    If you change your email we request that you update your email address in online banking using the “change email address” link in the services tab. This will ensure that you receive your monthly email notifying you that your eStatement is available.

  39. What other information will I receive electronically if I sign up for eStatements?

    Included your periodic statement you will receive marketing and important messages such as changes in terms, account notices, the annual privacy disclosure and any other required disclosures.

  40. What paper notices will I receive if I sign up for eStatements?

    You will continue to receive NSF notices, loan bills, CD maturity notices, 1099 forms, 1098 forms etc. through postal mail.

  41. What measures can I take to further protect my personal information?

    In addition to technology deployed by bankESB to ensure customer safety, Users should utilize these additional security guidelines:

    • Consider conducting online banking from a PC that is not used for internet or e-mail access.
    • Review and reconcile your accounts on a daily basis and report any suspicious activity to bankESB immediately.
    • Be suspicious of e-mails purporting to be from a financial institution, government department or other agency requesting account information, account verification or banking access credentials such as usernames, passwords, PIN codes and similar information. Easthampton Savings Bank will never call you and ask for personal or business information over the telephone or request information via e-mail.
    • Install a dedicated, actively managed firewall, especially if you have a broadband or dedicated connection to the Internet, such as DSL or cable. A firewall limits the potential for unauthorized access to a network and computers.
    • Create a strong password with at least 5 characters, 1 uppercase character and with at least one number.
    • Prohibit the use of “shared” usernames and passwords.
    • Change your password periodically throughout the year.
    • Never share or write down your usernames and/or passwords.
    • Install anti-virus software and ensure it is updated regularly.
    • Complete a periodic scan of your PC using your anti-virus software.
    • Ensure computer updates are completed regularly or as requested, particularly operating systems and key applications. It is often possible to sign up for automatic updates or update notifications for your operating system and many applications.
    • Consider installing a spyware detection program or software.
    • Verify use of a secure session by noting the https (not http) in the browser’s web address bar and looking for the picture of the lock in the bottom right hand corner of your browser.
    • Avoid using automatic login features that save usernames and passwords for online banking.
    • Never leave a computer unattended while using any online banking.
    • Never register a computer to use your bankESB Online Banking at Internet cafes, public libraries, etc.
  42. How does https work to secure my information?

    Web browsers will encrypt text automatically when connected to a secure server, evidenced by an address beginning with https. The server decrypts the text upon its arrival. This process protects against anyone "listening in." They would only see unreadable gibberish. bankESB deploys https in all areas where private information is input or accessed.

  43. How will I receive my last statement if my account is closed?

    If your account is closed your final statement will be mailed to you in paper form through the postal mail.

  44. How can I prevent becoming a victim of fraud or identity theft?

    The number and sophistication of fraudulent activity will continue to increase. As a general rule you should be very careful about giving out your personal information over the Internet.

    • Be suspicious of any e-mail with urgent requests for personal financial information.
    • Don't click the links in an e-mail, instant message or chat if you suspect the message might not be authentic or you don't recognize the sender or user's address.
    • Always ensure that you're using a secure website when submitting credit card or other sensitive information via your web browser. Remember not all scam sites will try to show the "https://" and/or the security lock. Get in the habit of looking at the address line as well.
    • Regularly log on to your online accounts and check your bank, credit and debit card statements to ensure that all transactions are legitimate.
    • Ensure that your browser is up-to-date and security patches have been applied.
    • Always report "phishing" or "spoofed" e-mails.
  45. What is Phishing?

    Phishing is a type of fraud. The term "phishing" (pronounced fishing) refers to a scam that tries to obtain and use an individual’s personal or financial information in a fraudulent manner. Generally a person will experience the following process from a fraudster conducting a phishing scam:

    • A consumer receives an e-mail, which appears to originate from a financial institution, government agency, or other well-known/reputable entity.
    • The message describes an urgent reason you must "verify" or "re-submit" personal or confidential information by clicking on a link embedded in the message.
    • The provided link appears to be the Web site of the financial institution, government agency or other well-known/reputable entity, but in "phishing" scams, the Web site actually belongs to the fraudster/scammer.
    • Once inside the fraudulent Web site, the consumer may be asked to provide Social Security numbers, account numbers, passwords or other information used to identify the consumer, such as the maiden name of the consumer's mother or the consumer's place of birth.
    • When the consumer provides the information, those perpetrating the fraud can begin to access consumer accounts or assume the person's identity.
  46. What if I forget the answer to my security question?

    If you forget the answers to your security questions contact our Customer Care Department at 855-527-4111 ext 6000.

  47. How can I protect my Online Banking User Name and Password from being compromised?

    Your User Name and Password can be compromised in a variety of ways, by responding to a phishing e-mail, via a keylogger or Trojan horse virus that was installed on your PC through a fraudulent e-mail or by someone with whom you may have shared your User Name and Password. Your User Name and Password are critical components of securing your data therefore to protect them from being compromised you should never share them with anyone or write them down.

  48. What is a keylogger or Trojan horse?

    Keylogger access is often downloaded inadvertently by users clicking on links in fraudulent e-mails and poses a dangerous threat to user privacy. A keylogger is a computer program that logs each keystroke a user types on a keyboard and saves this data into a file or transfers it via the Internet to a pre-determined remote location. It also can capture screenshots of the user activity, log-in passwords, record online chat conversations or take different actions in order to find out what a user is doing.

    Trojan horse programs (including Remote Access Trojans or RATS) can be hidden in games, videos, music files or programs downloaded from the Internet or e-mail. The download installs a malicious program on the target's computer. Many anti-virus programs will detect and remove Trojan horse programs, but must be regularly updated to be effective.

  49. Will my statement information be secure?

    At Easthampton Savings Bank we are dedicated to keeping your information safe and secure. You may rest easy knowing that your financial information will be protected with state-of-the-art security every step of the way. For detailed information regarding our security practices simply sign into bankESB Online banking, click the “Services” tab and then click “Internet Security” under the For Your Protection section. A recent Javelin Strategy & Research study indicated that, on average people who monitor their accounts via online banking detect identity theft within 22 days faster than people who receive a paper statement.

  50. Does bankESB provide further security services?

    bankESB provides other security services to assist in your personal information protection. These services include ID Theft 911 and FraudWatch Plus. For further information on either of these services please visit the bankESB Security Center at bankesb.com.

  51. What security does bankESB provide for online banking and mobile services?

    ESB’s provides layers of security protection by deploying the following functionality in online banking:

    • Use of https 128 Bit encryption
    • Multi-Factor Authentication functionality
    • Challenge questions, secure access codes, and/or one time passwords via SMS
    • Anti-phishing functionality
    • Security & Account Alerts

    ESB deploys a risk and fraud analytics program which monitors online banking behavior and identifies transaction irregularities. This service provides the opportunity to identify and provide a quicker response to attempts to commit fraudulent activity.

    Mobile banking is a fast and convenient way to access account information and make transfers on the go. Mobile devices are however often easily lost or stolen. To ensure the protection of your information some functionality is not available in the mobile banking environment such as:

    • Password Changes.
    • Security Information Changes which includes the Challenge Questions and the Challenge Picture for Multifactor Authentication.
    • User ID Changes.
    • Contact Information Changes including email address.
    • Payee Creation or Changes.

    It is also important to note that there is no data stored on your mobile device aside from a cookie that holds information on the device itself.

  52. I keep hearing a lot about encryption? What exactly is it, and why does it make everything more secure?

    Encryption refers to complex algorithmic schemes that encode plain text into non-readable form or cyphertext. The receiver of the encrypted text uses a "key" to decrypt the message, returning it to its original plain text form. The key is the trigger mechanism to the algorithm, all communication from you to the system, and from the system to you, is encrypted using a maximum of 128 bits which is the current standard for encryption.

  53. Why am I sometimes asked to verify my identity?

    In some situations, bankESB may provide an additional level of security and ask you to verify your identity. This is another level of security for your protection.

  54. Is it ok to send my personal or account information via e-mail?

    No. Regular e-mail is not secure. Never e-mail personal financial information such as account numbers or your Social Security number.

  55. Is Mobile Banking as secure as other Easthampton Savings Bank’s online services?

    Mobile Banking offers the same security features and protection as our other online services, including encryption, and security questions. Mobile Banking users are protected by:

    • Firewall systems and intrusion detection software
    • Encryption of sensitive information that protects information sent over the Internet
    • Internationally recognized security standards and industry best practices
    • Profile and Password security
  56. Is it ok to provide my PIN or password when asked?

    No. Easthampton Savings Bank will never ask for your PIN or password. We have implemented alternative methods of verifying your identity.

  57. Does bankESB use https as a way for me to identify that I am on a secure site?

    Yes bankESB uses https for any secure areas on its website and for online banking and online account services.

  58. How much does this service cost?

    Easthampton Savings Bank Mobile Banking is Free, however, there may be charges associated with data usage on your mobile device. Check with your wireless device carrier for more information.

  59. Where can I get login assistance for Online Banking?

    For login assistance you can call toll free at (855)527-4111.

  60. What are some tips to keep my Mobile Banking experience safe?

    Here are some tips and general good practices for banking on your mobile device:

    • Download and apply security updates and patches to your mobile browser when they are made available by your wireless provider. These are designed to provide you with protection from known possible security problems
    • To prevent viruses or other unwanted problems, do not open attachments from unknown or untrustworthy sources
    • Do not install pirated software or software from unknown sources
    • Limit unauthorized access to your mobile device. Do not leave your mobile device unattended during an open Mobile Banking session
    • Never save your User ID and Password in the mobile device, in memos, or anywhere on your device
    • Always remember to log off properly using the "Log Out" button when you have completed your Mobile Banking activities
    • Be aware of the potential for fraudulent Mobile Banking apps
  61. What if I forgot my Password?

    If you forgot your Password, click on the Forgot Password link located on the User ID or Password screen. You will then be asked to enter information to identify yourself and allowed to choose and confirm your new Password.

  62. What is the difference between Quicken Web Connect and Quicken Direct Connect?

    Quicken® Web Connect
    The Web Connect service is an on demand update for your Quicken® software that is completed by you at your convenience from your bankESB Online Banking profile. Simply sign in to bankESB Online Banking to export transactions directly from your account history and import them into your Quicken® software. NOTE: This is the most secure process for maintaining your Quicken® software as you do not have to share your online banking User ID and Password with the Quicken® software.

    Quicken® Direct Connect
    With the Direct Connect service your Quicken® software communicates directly with a connection to your bankESB Online Banking profile. To establish this service, you will need to initiate a connection process between your Quicken® software and your bankESB Online Banking profile. Visit http://quicken.intuit.com/ for instructions on how to enable this service.

  63. What is the difference between the current and available balance?

    The available balance displayed on your deposit accounts includes your current balance minus any holds. Your available balance displayed does not include savings overdraft, unused reserve credit and assigned overdraft privilege limits. The available balance displayed on your loan accounts is the amount of the funds available for your use.

  64. Why should I notify bankESB that I am travelling?

    bankESB is dedicated to your security and is partnered with a service called FraudWatch PLUS that monitors your account activity and reviews the activity for suspicious behavior. When leaving the area it is best to notify bankESB of your travel plans so a note can be made and your ATM/Debit card will remain active.

  65. How can I find the interest earned on my account?

    The Account Detail module located in the right side column of the Account Activity page displays information such as the Interest Rate, Previous Year Interest, Year to Date Interest and Last Interest Amount. Simply select the interest bearing account you wish to inquiry upon from the drop down and press search.

  66. How do I change the nickname on an account?

    To change your account nickname, click on the Manage Account Nickname link under My Accounts or in the Service Center. Select the account you wish to change the nickname for from the Select an Account to Nickname menu and click submit. In the Account Nickname section, click Change. An account Nickname popup window will appear. Input your new nickname and press submit.

  67. How does bankESB person to person work?

    The bankESB Person to Person Account Transfer Service enables you to transfer funds to other individuals with accounts at Easthampton Savings Bank. Once you enter the information requested below for the individual and account that you are transferring funds to, the destination account will be added to your list of “To Accounts” on the “Make A Transfer” screen.

  68. How do I set up a reoccurring payment?

    bankESB loan payments can be scheduled under the Transfer Funds tab or the Pay My Bills tab. If you use Pay My Bills, simply click on bankESB Loan Payments from the submenu. By changing the Scheduling Option form immediate to recurring, you can determine the frequency and longevity of your recurring payment.

  69. How do I set up an Interbank (Bank to Bank) transfer & how long will it take?

    Transferring funds between your Easthampton Savings Bank accounts and your accounts at other financial institutions is convenient, quick and easy. To get started, you must enter your account information below. Within a few days of submitting this information, two small deposits will be made to your external account. To complete the setup of your external account, return to the Manage External Accounts page and verify the amount of the deposits.

  70. How do I add, delete or edit a payee?

    Go to the Pay My Bills tab and select Payees from the submenu. To add a new payee, click the orange Add a Payee button and fill in the appropriate fields. To delete or edit a payee, click the associated link to the right the payee.

    ESB Online now allows users to edit a Payees name, address AND account number, rather than having to set up a new payee.

  71. What is Manage my Money?

    Manage my Money allows you to monitor your bankESB accounts. It helps you with organizing and categorizing your spending so you can see where every dime goes and make money decisions you feel good about. It can also assist with establishing savings goals and following your progress so you can stay on track.

  72. How do I delete a scheduled payment?

    Recurring and future-dated transfers/payments display in a Scheduled Transfers module under the Transfer Funds tab. To delete, simply click Delete on the right on the row you wish to stop.

  73. Why am I being asked to answer my challenge questions on my device?

    This may be due to your cookies. When you enroll your mobile device, a cookie is stored on its browser which allows the Mobile Banking system to remember that you activated. The cookie is only visible by bankESBMobile and does not contain any personal information. Some mobile devices may require you to enable cookies or periodically erase them. If you do not have cookies enabled or you have recently erased your cookies, you will be required to answer your security questions. Check your mobile device settings to ensure that cookies are enabled. If cookies are enabled and the issue persists, please contact your mobile provider for cookie support information on your mobile device. Additionally, for added protection, there may be cases where Mobile Banking will request you answer a security question again even though you selected to remember this device. This is for added protection in the case where other security policies trigger the system to request you answer the questions again. If you need assistance please contact our Customer Care Department at 855-527-4111 ext. 6000.

  74. Can I update my Online User ID?

    Yes. Simply log into Online Banking, select the Service Center tab and in the "My Profile" area, select Change User ID.

  75. Can I update my Password?

    Yes. Simply log into Online Banking, select the Service Center tab and in the "My Profile" area, select Change User ID.

  76. Can my Online User ID and Password be the same?

    No. For security purposes, your Online User ID and Password must be different.

  77. How do I update or change my security question?

    Simply log into Online Banking, select the Service Center tab and in the "Security Information" area, select Change Security Information.

  78. How do I add an account to my online banking profile?

    Under the Service Center tab, you will locate Add or Remove Accounts under the Electronic Services section. Fill in the fields accordingly and press Submit. Your accounts will be added or removed by the next business day.

  79. What happens if I get a new mobile device?

    If you get a new device, for security purposes first delete the app from your old device then simply download the bankESBMobile app on your new device.

  80. How do I sign up for bankESB eStatements?

    To gain access to your bankESB eStatements, go to the eDocuments tab. Click on View Statements to be presented with the Terms & Conditions and the field to confirm what email address you have connected to your statement communications. Once you accept the terms, your eStatements access should be enabled and you’ll receive a monthly e-mail letting you know when your eStatement is available for viewing.

  81. How do I place a Travel Notification?

    Enter your Debit or ATM card number of the card you wish to use, the dates you are traveling and your trip destination.

  82. How do I deactivate / reactivate my ATM/Debit card?

    If you lost, misplaced, or had your Easthampton Savings Bank Debit/ATM card stolen or you believe that you have unauthorized card - based transactions posted to your account, you now have the ability to disable your card immediately by simply clicking on the “Deactivate” button for the corresponding card on the Activate/Deactivate my ATM/Debit card page. Even better, if you have disabled your card but then subsequently find or retrieve your card, simply click the “Reactivate” button that will appear below to instantly use your card again.

  83. How do I set up alerts?

    Alerts are located under the Account Services section of the Service Center tab. You can create, change or view you alert history all from this one location. To begin, click Create a New Alert. Select the alert you wish to active and press Add subscription. For explanation of what each alert is, select the link that reads ‘Click here for more detailed information about the Alerts we offer.

  84. Can my accounts be combined into one statement to view on eStatements?

    Absolutely! Simply let us know you would like to combine your statements. Notify us by secure email in your bankESB Online banking or call 855-527-4111 during normal business hours.

  85. What is the difference between person to person and bank to bank?

    Our bankESB Person to Person Account Transfer Service enables you to transfer funds to other individuals with accounts at Easthampton Savings Bank.

    Our Bank to Bank Transfer service enables you to transfer funds to or from your accounts at another financial institution.

  86. How do I enroll for Quicken Direct Connect?

    Under the Service Center tab, click the Quicken link under the Electronic Services section. On this page, simply click the enroll button.

  87. What if I forgot my Online User ID?

    Contact bankESB Customer Care toll free at (855) 527-4111.

  88. Who can I contact with further questions regarding eStatements?

    If you have further questions regarding eStatements please contact us by secure email by going to the services tab in your bankESB Online banking or call 855-527-4111 during normal business hours.

  89. Is it secure?

    Yes, the Mobile Banking service utilizes best practices from Online Banking, such as HTTPS, 256-bit SSL encryption, registration authentication questions, access with a User ID and Password, security authentication questions, and application time-out when your mobile device is not in use. Only the mobile devices that you personally enroll in the Mobile Banking service can access your accounts. In addition, no account data is ever stored on your mobile device. In the event your mobile device is lost or stolen, the service can be immediately disabled by contacting our Customer Care Department at 855-527-4111 ext. 6000.

  90. Which wireless carriers are supported?

    We support all the popular U.S. wireless device carriers, including Alltel, AT&T, Sprint, T-Mobile, U.S. Cellular, Verizon and Virgin Mobile.

  91. Do I need a data plan with my wireless carrier?

    A data plan is highly recommended, as data usage can become expensive without one.  If you do not have a data plan, please check with your wireless carrier for more information regarding these services. Please note that you are responsible for any charges incurred from your wireless provider.

  92. Do I need to have Online Banking to use Mobile Banking?

    Yes, you do need to be an Online Banking customer to take advantage of the Mobile Banking services.  You can sign up for online banking here.

  93. How do I change my bankESBMobile Password, User ID or Challenge Questions?

    Once you are signed into your mobile device, use the slide out menu located on the top right to access the menu.

    1. Select the Mobile Services option.
    2. Select My Profile.
    3. Select the option you would like to change.

  94. What is Activation?

    Activation is a one-time process that helps ensure your security. After you enroll a mobile device for Text Banking on the Mobile Banking Center website, you will receive an activation code which will be required to begin using Text Banking on your device. We recommend you print your activation code and installation instructions for easy reference during installation. For Mobile Web or downloadable applications, activation in Mobile Banking occurs the first time you sign on to Mobile Banking with your mobile device. You will be asked to provide your User ID and Password, answer security challenge questions, and choose to select remember this device.

  95. What is Mobile Registration?

    Mobile Registration is a 3 step process that allows you to register for your own user Mobile Banking credentials using an internet browser. You will verify your identity, select security challenge questions and create a sign in User ID and Password.

  96. I'm enrolled for Online Banking. Can I use my Online Banking login credentials for Mobile Banking?

    If you are already enrolled in bankESB Online Banking, you may log into the bankESBMobile app with your bankESB Online User ID and Password.

  97. What if I forget my password?

    On your Mobile Sign In screen select Forgot Your Password.

    1. Verify your identity by answering the initial registration questions.
    2. Create a new password.
  98. Does Easthampton Savings Bank have an app for my mobile device?

    Yes, Easthampton Savings Bank has custom apps for the iPhone and Android devices.

  99. How do I optimize my mobile browser experience?

    For optimal experience with the Easthampton Savings Bank Mobile Service you may want to

    1. Ensure your mobile device 's browser allows https:// access and has cookies and java script enabled
    2. Bookmark our Mobile Banking site.
    3. If you are not an Apple or Android user you can take advantage of the bankESBMobile Browser which is a site that will optimize for your mobile browser.
  100. I lost communication/signal during a transaction?

    If you do not receive a confirmation message due to a lost signal, you may verify a transaction by logging back into Mobile Banking. If you need assistance please contact our Customer Care Department at 855-527-4111 ext. 6000.

  101. What is Mobile Registration?

    Mobile Registration is the process that assists in the creation of credentials for access to Easthampton Savings Bank Mobile Banking services. You will walk through a series of steps to verify your identity, select and provide answers to security challenge questions, and create a User ID and Password.

  102. Can I use Mobile Banking at any time?

    Yes, Mobile Banking is available 24/7.

  103. How do I install the downloadable application?

    1. First, register for bankESBOnline Banking here if you haven't already done so.
    2. Then visit the iPhone or Android app store to download the app abd begin the registration process.

  104. Is Mobile Banking supported on my mobile device?

    Mobile Banking is supported on all devices with a mobile web browser that supports cookies. In addition, the downloadable application is supported on most iPhone and Android devices.

  105. How do I Register/Sign-Up for bankESBMobile?

    Follow these three simple steps to register for bankESBMobile services:

    1. Access the New User? Register online or by mobile browser.
    2. Answer the authentication questions presented to verify your identity.
    3. Create your security questions as well as User ID and Password.
      After you have registered, you can complete the mobile device enrollment process to access the Easthampton Savings Bank Mobile Browser, downloadable application or Text Banking services. Enroll your mobile device online here or on your Mobile WEB browser here.
  106. What is Text Banking?

    Text Banking gives you access to your accounts via text (SMS) messages on your device. It's a fast, easy way to look up account balances or recent account history by sending a text command to a shortcode.

  107. What is Easthampton Savings Bank's shortcode?

    All text messages should be sent to 58473

  108. Can I use both Text Banking and Mobile Banking on my mobile device?

    Yes, you can use both options from the same mobile device. To do so you will need to activate each option on your mobile device prior to use.

  109. Can I use Mobile Banking or Text Banking on more than one phone?

    Yes, visit the Mobile Banking Center and simply add another phone number.

  110. Is Text Banking supported on my mobile device?

    Text Banking will work on any text message (SMS) capable mobile device from one of our supported carriers.

  111. Will I receive unsolicited text messages?

    No, you will only receive messages when you specifically request them with one of the Text Banking commands.

  112. What are the Text Banking commands?

    FUNCTION    COMMAND     DESCRIPTION
    Balance B Summary of available balances for all accounts
    History H Summary of recent transactions per account
    Command C List of available Text Banking commands
    Help HE Help content for Text Banking
    Login L Receive a URL for the Easthampton Savings Bank Mobile Browser website
    Stop S De-activate all Easthampton Savings Bank text services

     

  113. I enrolled my mobile device number but did not receive a text message. What should I do?

    Typically you should receive a text message within a few minutes after enrolling; however, sometimes mobile carriers experience delays that slow down text message delivery. While waiting, make sure your mobile device has a wireless signal. In addition, be sure you entered the correct mobile device number on the enrollment site. If you still do not receive it, contact your wireless carrier to be sure text messaging is enabled on your mobile device.

  114. I received an activation code but never used it. What do I do now?

    The activation codes expire after 24 hours. If you need a new one, return to this Mobile Banking Center The activation codes expire after 24 hours. If you need a new one, return to the Mobile Banking Center and request a new activation code and request a new activation code.

  115. Can I use Mobile Banking or Text Banking on more than one mobile device?

    Yes. Visit the Mobile Banking Center and simply enroll another mobile device number.

  116. How do I securely leave my Mobile Banking browser session?

    Select the Log Out icon in the slide out menu in the upper right hand corner to sign out of Mobile Banking and then close your browser or app.

  117. Can someone intercept my Mobile Banking transactions?

    The 256-bit SSL encryption protects your information as it travels from your mobile device to Easthampton Savings Bank. The 256-bit SSL encryption technology is the same encryption that safeguards Internet traffic for secure web applications.

  118. What are some tips to keep my mobile banking experience safe?

    Here are some tips and general good practices for banking on your mobile device:

    • Download and apply security updates and patches to your mobile browser when they are made available by your wireless provider. These are designed to provide you with protection from known possible security problems.
    • Research your mobile device to determine its vulnerability as some devices are more vulnerable than others.
    • To prevent viruses or other unwanted problems, do not open attachments from unknown or untrustworthy sources.
    • Do not install pirated software or software from unknown sources.
    • Limit unauthorized access to your mobile phone. Do not leave your mobile phone unattended during an open mobile banking session.
    • Never save your User ID and Password in the mobile phone, in memos, or anywhere on your device.
    • Always remember to log off properly using the "Sign Off" button when you have completed your mobile banking activities.
    • Be aware of the potential for fraudulent mobile banking apps.
  119. Will I receive a monthly statement, or will I use a coupon booklet?

    You will receive a monthly statement.

  120. What if I suspect I've been "phished" or how do I report Identity Theft?

    If you suspect that your accounts have been compromised report the incident right away by calling an bankESB Representative at 855-527-4111. You may also contact bankESB’s Identity Theft 911 Services at 1-877-432-7463 if you are a subscriber.

    Not a subscriber? Find out more information.

  121. What is the question mark next to my transaction in my account activity?

    To the right of each transaction displayed on the Account Activity page is a question mark that serves as a link to send a secure inquiry to Easthampton Savings Bank regarding the transaction in question. A transaction inquiry box will open displaying the account, transaction, transaction date, and amount. A message box in included where you can detail your question. An bankESB Customer Care member will review and respond to your message accordingly. A response to a transaction inquiry will be seen in your secure messages when you login to online banking. When you initiate your inquiry, you can choose to be notified via the email address you provided when a response is received.

  122. How do I sign up to view eStatements?

    eStatements is quick and easy to set up. Simply sign into your bankESB Online banking, click the eDocuments tab then click “view statements”. Read, print and accept the eStatement disclosure and you will immediately have access to eStatements! bankESB Online banking is a requirement to view eStatements. If you do not currently have bankESB Online banking please visit our website at www.bankesb.com and sign up! Online banking is easy and free, for banking that fits your life perfectly.

  123. What if I forget my User ID?

    If you forget your User ID contact our Customer Care Department at 855-527-4111 ext. 6000.

  124. What if I don't recognize my Security Image or Phrase?

    If you don't recognize your Image and/or Phrase that appears, please go back to the Login page and verify the correct Online User ID was entered. If after doing so, you still don't see the Image or Phrase you selected, DO NOT enter your Password and call toll free at (855) 527-4111.

  125. What if I don't recognize my security questions?

    If you do not recognize security questions or answers, DO NOT enter your Password and call toll free at (855) 527-4111.

  126. Why was online access to my account locked?

    In order to protect your account information from unauthorized users, we allow only a certain number of failed attempts for entering your Password and Online User ID and security questions. If you exceed these attempts, your account access will be locked. If you have been locked out of your online banking call toll free at (855) 527-4111.

  127. Why did my transfer fail?

    There are several reasons a transfer might fail. Generally transfers will fail due to insufficient funds in the Account you are trying to transfer from. If funds are available call toll free at (855) 527-4111.

  128. How do I place a stop payment on a check?

    To request that payment be stopped on a check that you have written, please complete the information located on the stop a check payment page.

    Submitting this request online represents authorization to Easthampton Savings Bank to place a stop payment on the selected account and item. An online request to stop payment on a check or series of checks does not guarantee that the check will be stopped, as the item may have already been processed and posted to your account. You will be notified if there is a problem in placing the stop payment you have requested.

    When you approve the stop payment the fee will be automatically deducted from your account. Click here to view our fee schedule for the stop payment fee amount.

    Please note that you cannot use this function to stop payment on a payment processed through online “Bill Pay”. To cancel or stop online “Bill Pay” call toll free at (855) 527-4111.

    In requesting a stop payment, you agree 1) that you must notify us in writing to cancel this order if and when the reason for the stop payment ceases to exist; 2) that the closing of the account upon which this check is drawn will automatically cancel this order and 3) that this order expires and is no longer in effect six (6) months from the date that this order was placed unless you have already cancelled or renewed the stop payment order.

  129. Where do I make my payment?

    You can make your payment at any bankESB office, online from your bankESB Checking Account, from your mobile device or return the payment by mail. Be sure to allow enough time so that it is received/processed by the due date.

  130. What will I need to provide for documentation?