eBanking FAQs

CentralNET is free to our customers.

• eStatements are free.

• You must be enrolled in CentralNET or CentralMOBILE to receive eStatements.

• To enroll through CentralNET, select an account on the Accounts tab, and then select Online Statements to the right of the account tile.

• To enroll through CentralMOBILE, click on Statements & Documents.

• Bill Pay users are automatically enrolled for external transfers and Zelle (however Zelle requires an activation).

• Bill Pay, external transfers and Zelle services are free.

• There is no charge for each bill paid using our standard service.

• Overnight payment option allows overnight delivery of physical checks via FedEx for a fee of $15. Same day electronic Bill Payments are also available for some payees at a cost of $10.

Online Banking Fee Schedule

Very secure. We use multiple layers of security to protect your information including:

• Password protection

• Internet firewalls

• High-level data encryption

• Multifactor authentication during each log-on

You can enroll online using the following credentials:

• Your Social Security number

• One of your account numbers

• Your first and last name

• Your date of birth

• Your address

For assistance in enrolling:
Visit any of our banking centers or call Central Bank Client Services: (859) 253-6359 or 800-637-6884.

Yes. You will select your own user name and password and will be able to use them immediately after enrollment.

For security reasons, we will not give out the username over the phone, but users can use the Forgot User ID link, Forgot password link, or visit their local banking centers and show their IDs to receive that information.

Yes, you can transfer funds between any of your Central Bank accounts at no charge.

eStatements are electronic copies of your statements.

No, eStatements are free.

Each month you’ll receive an email notice that your eStatement is ready for viewing. Log on to CentralNET  or CentralMOBILE to view, print or save your electronic statement.

No, your paper statements will stop once you enroll for eStatements.

You can print statements or images of checks. Additionally, Central Bank maintains records of all statements and checks as required by state and federal law.

eStatements are available online for 24 months. Your statements can also be downloaded and saved to your computer, or printed.

From CentralNET, select an account, and then select Online Statements to the right of the account tile. From CentralMOBILE, select Statements & documents

• Save time and money.

• Be granted easy access to records of your bill payment history.

• Keep track of all your bills in one location.

• Schedule automated bill payments.

Bill Pay is fully secure. It is recommended by security experts to help protect against check fraud and identify theft. We use multiple layers of online security to protect your information.

Standard Bill Pay service is free.

Bill Pay can be used with a checking or money market account.

You can make payments to almost anyone. Exceptions include:

• Tax payments.

• Court-ordered payments.

• Payments to payees outside the United States.

• When you schedule a payment, the payment calendar indicates the earliest available payment date.

• Payments to electronic payees are delivered within two business days and some payees can be paid the same day (applicable fee will apply).

• Payments issued by check are delivered in five business days.

• One-time payments: For electronic payments – the payment date you specify is the date the payments will be received by the merchant, as well as the date the funds are withdrawn from your account. For paper payments – the payment date you specify is the guaranteed date of deliver, however the payment may arrive before, on or after the specified payment date, funds are withdrawn from your account when the check is presented for payment.

• Automatic or recurring payments: Occur with your specified frequency as many times as you indicate.

Payments can be set up as much as 365 days in advance. Recurring payments can be scheduled to occur over any time period in the future, including indefinitely.

Your account will be debited on your scheduled payment due date if the payment is sent electronically or by corporate check. If the payment is sent as a draft, it will clear the account when the check is posted to your account.

Yes. Payments are sent on the day they are scheduled. This means that standard overdraft fees may apply if there are not sufficient funds in your account to cover the payment(s).

Yes, you can change a scheduled payment at any time before it is processed. Payments may be processed up to five days in advance of the payment due date entered by the user. The system displays an error message if you attempt to modify a payment after it has been processed.

• Either log into CentralNET or CentralMOBILE, click the Pay Bills tab or Transfer & Pay option and read and accept the Terms and Conditions.

• You can begin using Bill Pay immediately.

• When paying a bill, always check the account the payment is being made from to ensure that you are paying from the intended account.

• You will enter the date the payment is due. This is the date the payment will be received by the payee and deducted from your account.

eBills allow you to receive your bills in CentralNET rather than by mail.

There is no charge for receiving eBills through our Bill Pay service.

You can pay an eBill just like any other online bill payment. Or you can choose to have your eBills paid automatically with Auto-Pay.

No. However you may print a paper copy of any eBill.

Your bills and notices are available online for six months from their arrival date.

When you log on, you will see the number of new eBills, statements and notices you’ve received. You will also receive a reminder email to notify you of new eBills in your account mailbox if they have not been viewed within four days of delivery.

Most businesses use the same billing cycle as mailed bills, so you can expect to receive your eBill at approximately the same time of the month that you currently receive your paper bill – without the postal delay.

From the Payment Center on the Pay Bills tab, if any billers offer eBills, there will be a blue “Get eBills” flag under the Biller name. Just click the Get eBills link, select “Request eBills” and follow the prompts to sign up

Zelle^® is a person-to-person payment service that allows you to send money to another person immediately.

When you enroll in Zelle from CentralNET or CentralMOBILE, your name, the name of your bank and the email address or U.S. mobile number you enrolled are shared with Zelle. (No sensitive account details are shared – those stay with Central Bank.)

When someone sends money to your enrolled email address or U.S. mobile number, Zelle looks up the email address or mobile number in its “directory” and notifies Central Bank of the incoming payment. Central Bank then directs the payment into your bank account, all while keeping your sensitive account details private.

Your email address or U.S. mobile phone number may already be enrolled with Zelle at another bank or credit union. Call Client Services at 800-637-6884 and ask them to move your email address or U.S. mobile phone number to Central Bank so you can use it for Zelle.

Once Client Services moves your email address or U.S. mobile phone number, it will be connected to your Central Bank account so you can start sending and receiving money with Zelle through CentralNET or CentralMOBILE.

Zelle is a great way to send money to family, friends and people you are familiar with, such as your personal trainer, babysitter or neighbor.²

Since money is sent directly from your bank account to another person’s bank account within minutes,¹ Zelle should only be used to send money to friends, family and others you trust.

Neither Central Bank nor Zelle offers a protection program for any authorized payments made with Zelle. For example, if you do not receive the item you paid for or the item is not as described or as you expected, your money cannot be returned.

You must set up your contacts mobile phone, email or routing / account number within Zelle.

To send money to a person, simply select their email address, mobile number, or account information and the amount you want to send.

Explore the full list of banks and credit unions participating with Zelle.

If your recipient’s financial institution isn’t on the list, don’t worry! The list of participating financial institutions is always growing, and your recipient can still use Zelle by downloading the Zelle app for Android and iOS.

To enroll with the Zelle app, your recipient will enter basic contact information, an email address and a U.S. mobile number, as well as a Visa^® or Mastercard^® debit card with a U.S.-based account (does not include U.S. territories). Zelle does not accept debit cards associated with international deposit accounts or any credit cards.

No. To use Zelle, the sender and recipient’s bank accounts must be based in the U.S.

Yes! They will receive a notification via email or text message.

You can track recent and pending transactions through your history. Click “Activity” to track money you’ve sent or requested. You can also see any pending transactions.

Keeping your money and information safe is a top priority for Central Bank. When you use Zelle within CentralNET or CentralMOBILE, your information is protected with the same technology we use to keep your bank account safe.

Money sent with Zelle is typically available to an enrolled recipient within minutes.¹

If you send money to someone who isn’t enrolled with Zelle, they will receive a notification prompting them to enroll. After enrollment, the money will move directly to your recipient’s account, typically within minutes.¹

If your payment is pending, we recommend confirming that the person you sent money to has enrolled with Zelle and that you entered the correct email address or U.S. mobile phone number.

If you’re waiting to receive money, you should check to see if you’ve received a payment notification via email or text message. If you haven’t received a payment notification, we recommend following up with the sender to confirm they entered the correct email address or U.S. mobile phone number.

Still having trouble? Please contact Client Services at 800-637-6884

You can only cancel a payment if the person you sent money to hasn’t yet enrolled with Zelle. To check whether the payment is still pending, you can go to your activity page, choose the payment and if you are given the option to cancel, the payment hasn’t been claimed yet and you can select “Cancel This Payment.”

If the person you sent money to has already enrolled with Zelle, the money is sent directly to their bank account and cannot be canceled. This is why it’s important to only send money to people you trust and always ensure you’ve used the correct email address or U.S. mobile number when sending money.

If you sent money to the wrong person, we recommend contacting the recipient and requesting the money back.

Scheduled and recurring payments are not sent with Zelle. You can cancel a payment that is scheduled in advance if the money has not already been deducted from your account.

If you have already enrolled with Zelle, you do not need to take any further action. The money will move directly into your bank account, typically within minutes.¹ If you have not yet enrolled with Zelle, follow these steps:

1. Click on the link provided in the payment notification you received via email or text message.

2. Select Central Bank.

Follow the instructions provided on the page to enroll and receive your payment. Pay attention to the email address or U.S. mobile number that received the payment notification – you should enroll with Zelle using the email address or U.S. mobile number that received the notification to ensure you receive your money.

If you don’t know the person or aren’t sure you will get what you paid for (for example, items bought from an online bidding or sales site), you should not use Zelle for these types of transactions.

These transactions are potentially high risk (just like sending cash to a person you don’t know is high risk). Neither Central Bank nor Zelle offers a protection program for any authorized payments made with Zelle. For example, if you do not receive the item you paid for or the item is not as described or as you expected, your money cannot be returned.

Yes, with the external transfer service you can transfer funds from your accounts at Central Bank to your accounts at other U.S. financial institutions.

Customers enrolled in CentralNET Bill Pay automatically have access to external transfers under the Pay Bills tab.

No charge for external transfers.

You can set up both one-time and recurring external transfers.

No, external transfers are only available to accounts inside the United States.

• You’ll need the other financial institution’s routing number and the receiver’s account number.

• Before you can submit your first transfer, you’ll be required to validate the external account by retrieving two small trial deposits. Instructions for this process are available on screen, and from the video tutorial on the Personal Online & Mobile Banking Page.

External transfers take three to four business days to complete.

Alerts are notifications sent to you when certain account events occur.

• Low account balance alerts.

• Withdrawals over a selected dollar amount.

• Deposits over a selected dollar amount.

• Secure messages available.

No, Central Bank does not charge for Alerts.

• As an email to your email address.

• As a text message to a mobile phone. (Message and data rates may apply).

For email alerts, log on to CentralNET, select the “Settings” link located in the banner, then “Alerts” and follow the instructions.

To set up text alerts, log on to CentralNET and click the “Mobile” link in the banner. From here, you can register for CentralMOBILE. Once registered, you can sign up for alerts.

Go to the App Store or Google Play and download the CentralMOBILE App.

Click on Enroll Now and enter the following credentials:
• Your Social Security number
• One of your account numbers
• Your last name
• Your date of birth
• Zip Code

For assistance enrolling, visit any of our banking centers or call Central Bank Client Services: (859) 253-6359 or 800-637-6884.

Mobile access to your account information quickly and easily from your smartphone (iPhone or Android) or tablet (iPad).

• Check your account balances.

• Review recent account activity.

• Transfer money between accounts.

• Pay bills.

• Change and cancel pending payments.

• Find ATM and branch locations.

You can download the App directly from the App Store or Google Play. After installing, log in using your CentralMOBILE credentials.

Yes.

• Click on the Deposit menu option, and then click Deposit Check.

• Select an account, enter the amount, and take a picture of the front and back of the check.

• Check must be endorsed with your signature and “For Central Bank Mobile Deposit Only”.

Your deposit will typically be in your account within two business days.

Yes. To ensure the safety and privacy of your account information, we incorporate multiple security features in CentralMOBILE:

• All transactions are encrypted.

• You must authenticate every interaction.

• No personal or financial information is stored on your phone or tablet.

You may not be able to download CentralMOBILE or update to newer versions with older phones. However, you will still be able to use the Web App (go to centralbank.com from your mobile browser).

In order to enable some of features available through CentralMOBILE, the application needs access to the following features on your mobile device:

• Location services – So that you can see ATM/Branch search results that are relevant to your current location.

• Camera – So that you can use the Mobile Check Deposit feature.

• Contacts – So that when using Zelle you can easily select a contact from your device to pay.

Credit Sense is a free service offered to help you understand your current credit score, give access to your full credit report, provide credit monitoring alerts, show you how you can improve it and see ways you can save money on new and existing loans with us.

This comprehensive credit score program can help you stay on top of your credit. Credit Sense provides your latest credit score and report and an understanding of key factors that impact the score.

Credit Sense also monitors your credit report daily and informs you by email if there are any big changes detected such as: a new account being opened, change in address or employment, a delinquency has been reported or an inquiry has been made. Monitoring helps users keep an eye out for identity theft.

Credit Sense provides you all the information you would find on your credit file including a list of open loans, accounts and credit inquiries. You will also be able to see details on your payment history, credit utilization and public records that show up on your account. Like with your Credit Sense provided credit score, when you check your credit report within Credit Sense, there will be no impact to your score.

No. Credit Sense is entirely free, and no credit card information is required to register.

As long as you are a regular mobile banking user, your credit score will be updated every month and displayed in your mobile banking screen. You can click “refresh score” as frequently as every day by navigating to the detailed Credit Sense site from within mobile banking.

Credit Sense pulls your credit profile from TransUnion, one of the three major credit reporting bureaus, and uses VantageScore 3.0, a credit scoring model developed collaboratively by the three major credit bureaus: Equifax, Experian and TransUnion. This model seeks to make score information more uniform between the three bureaus to provide consumers a better picture of their credit health.

There are three major credit-reporting bureaus — Equifax, Experian and Transunion — and two scoring models — FICO or VantageScore — that determine credit scores. Financial institutions use different bureaus, as well as their own scoring models. Over 200 factors of a credit report may be taken into account when calculating a score and each model may weigh credit factors differently, so no scoring model is completely identical. No matter what credit bureau or credit scoring model is used, consumers do fall into specific credit ranges: Excellent 781–850, Good 661-780, Fair 601-660, Unfavorable 501-600, Deficient Below 500.

No, Central Bank uses its own lending criteria for making loan decisions.

No, Credit Sense is a free service to help you understand your credit health, how you make improvements in your score and ways you can save money on your loans with Central Bank.

Credit Sense uses bank-level encryption and security measures to keep your data safe and secure.

Your personal information is never shared with or sold to a third party.

Credit Sense can help you manage your credit so when it comes time to borrow for a big-ticket purchase — like buying a home, car or paying for college — you have a clear picture of your credit health and can qualify for the lowest possible interest rate. You’ll also see offers on how you can save money on your new and existing loans with Central Bank.

Credit Sense makes its best effort to show you the most relevant information from your credit report. If you think that some of the information is wrong or inaccurate, we encourage you to take advantage of obtaining free credit reports from www.annualcreditreport.com, which will allow you to pursue with each bureau individually. Each bureau has its own process for correcting inaccurate information but every user can “File a Dispute” by clicking on the “Dispute” link within their Credit Sense Credit Report.

However, The Federal Trade Commission website offers step-by-step instructions on how to contact the bureaus and correct errors.

Based on your Credit Sense credit score information, you may receive Central Bank offers on products that may be of interest to you. In some cases, these offers may have lower interest rates than the products you already have. The educational articles, written by Jean Chatzky and the Credit Sense team, are designed to provide helpful tips on how you can manage credit and debt wisely.

No. Checking your Credit Sense credit score is a “soft inquiry,” which does not affect your credit score. Lenders use “hard inquiries” to make decisions about your credit worthiness when you apply for loans.

Yes. Credit Sense will monitor and send email alerts when there’s been a change to your credit profile.

Yes, Central Bank currently offers Credit Sense on both mobile and tablet devices; Credit Sense is integrated with the CentralMOBILE  app. Central Bank plans to offer Credit Sense through CentralNET Online Banking at a later date.

My Financial Snapshot is an account aggregation tool that allows users to view and manage a complete picture of their personal finances through the use of the following categories:

• Account Aggregation

• Dashboard View

• Transactions

• Analysis

• Budgeting and Goals

• Investments

• Settings Management

Yes, you can view information from accounts held at other financial institutions. It will be updated each time you log in, using the most current information provided by each institution. You cannot initiate transactions on accounts at other financial institutions from the My Financial Snapshot feature.

Within the Budgets tab, you will be able to set monthly limits for various budget categories like mortgage payments, utilities, groceries, etc.

To add accounts from other financial institutions, click the “Add Accounts” button under the accounts tab within the My Financial Snapshot screen. Locate the financial institution for which the account to be added belongs by one of the following methods:

• Enter the external FI name in the free form box to use the search by name feature.

• Select the name of the external FI from the list of Popular Institutions.

NOTE: You must have established login credentials for each account at other institutions.

Yes. You can view your credit card information for cards you have with other financial institutions. If you have a CardManager sign-on for your Central Bank credit card, you can also view your Central Bank credit card transaction. However, you will have to search for CardManager and not Central Bank. You must have established login credentials for CardManager.

No, My Financial Snapshot is free.

For information regarding Quicken or QuickBooks and other questions concerning eBanking, please call 859-253-6359. Service is available Monday–Friday, 8 a.m. –6 p.m.; Saturday 9 a.m.–1 p.m.