Online Banking

What is Online Banking?

Online Banking is a real-time online system that allows our clients a secure and convenient way to access their Metro Phoenix Bank accounts via the Internet.

Who can have Online Banking?

Any Consumer or Sole Proprietor can use Online Banking and Bill Payment. Partnerships, Corporations, Limited Liability Companies and governmental institutions who require more sophisticated financial services may elect to use our Metro Phoenix Bank Online Cash Management product. Contact us at (602) 346-1800 for more information.

Do I have to register to use Online Banking?

Yes. You may apply in person at our bank location, or you may contact a Treasury Management Specialist at (602) 346-1800

What can I do with Online Banking?

You can transfer funds between existing accounts within our bank, view account information, download transaction information to a spreadsheet or word processing document, stop payment on a check and conduct loan transactions on loans held at our bank. Commercial customers can also create ACH files and request domestic and international wire transfers. Restrictions may apply.

Is there a fee for Online Banking?

Online Banking is free! Online Bill Pay is free!

There is a nominal fee for the Cash Management module. Please contact a Treasury Management Specialist for more information at (602) 346-1800.

What is an Internet Service Provider (ISP)?

An ISP is a company that provides Internet service to clients like you. Without an ISP, you will be unable to access the Internet. Some examples of ISPs are America On-Line (AOL), Earthlink and high-speed cable providers, such as Time Warner.

Do I need any special software installed on my computer?

No. All you need is Internet access via an Internet Service Provider (ISP) and an Internet browser.

What is a browser and how do I get one?

A browser is a piece of software that allows you to "surf" the web. Typically, most computers have Microsoft® Internet Explorer included with Windows, or you can download Netscape Navigator if you choose not to use Microsoft's® product.

What kind of browser do I need?

You will need a connection to the Internet and a Web Browser that supports 128-bit SSL encryption. Netscape Navigator 5.5 (or higher) or Microsoft® Explorer 5.0 (or higher) both support this type of encryption.

You can download the latest browser software at the following sites: Microsoft Internet Explorer, Netscape Navigator

How do I know if my browser has 128-bit encryption?

For Internet Explorer, you can click on Help / About. The support for encryption will be indicated in the window that opens.

How do I access Online Banking?

After you have signed up for the service, visit our web site and click the NetTeller login link.

If I have a question about Online Banking, whom should I call?

Telephone a Treasury Management Specialist at (602) 346-1800, or e-mail your question to customerservice@metrophoenixbank.com.

I am having difficulty logging into Online Banking. What should I do?

There may be several reasons why you are experiencing difficulty logging into your Online Banking session. If you correctly complete the ID and PIN fields and click 'submit' and your computer does not seem to do anything, the problem may be your browser. We have found that users with Internet Explorer version 6.0 or XP need to complete one of the following two options:

At the bottom right hand corner of your screen there should be a little red circle with a minus sign inside. Double-click on this icon and a 'Privacy Report' window should appear. On the Privacy Report, highlight the site address in the text area by clicking on it, and then click 'Summary'. When the Privacy Policy window pops up, check the box at the bottom that states 'Always allow this site to use cookies'. Click 'OK' and close out of the Privacy Report.

If this does not seem to clear up the problem, you may want to try this solution: on the top Internet Explorer tool bar, choose 'Tools', then 'Internet Options'. On the Internet Options window, click on the tab labeled 'Privacy'. On the Privacy window, there will be a section titled 'Settings', and there will be a slider on the left-hand side. Move the slider all the way down, until it says 'Accept All Cookies'. Click 'OK' and close out.

How can I reset my Online Banking Account?

Call Metro Phoenix Bank at (602) 346-1800 or visit us during business hours, Monday through Thursday, 9:00 a.m. - 4:00 p.m., Fridays 9:00 a.m. - 5:00 p.m.

What happens if I forget my ID or PIN?

If you lose or forget your ID or PIN, call the Metro Phoenix Bank Online Banking Department at (602) 346-1800.

After how many invalid logon attempts will I be locked out of Online Banking?

Three invalid logon attempts will lock you out of Online Banking. Call Metro Phoenix Bank at (602) 346-1800 or visit us during business hours, Monday through Thursday, 9:00 a.m. - 4:00 p.m., Fridays 9:00 a.m. - 5:00 p.m. to have your sign on reset.

Why am I told 'Your Account Is Currently Locked' when I try to log onto Online Banking?

As a security measure, accounts will lock for several reasons, such as inactivity or the incorrect PIN being entered three times in a row. If your account is locked, please call Metro Phoenix Bank at (602) 346-1800 or visit us during business hours, Monday through Thursday, 9:00 a.m. - 4:00 p.m., Fridays 9:00 a.m. - 5:00 p.m. Upon proper identification, we will be happy to unlock your account and reset your PIN. (Please note: The identification process is required to protect the security of our clients. We apologize for any inconvenience.)

How secure is Online Banking?

State-of-the-art technology is used to keep your information secure. All sensitive and personal information is encrypted, and access requires passwords that only you know. In addition, your account numbers, Social Security numbers, and Tax ID numbers are never displayed on the Online Banking system. However, if you feel your information has been jeopardized in any way, call Metro Phoenix Bank at (602) 346-1800 or visit us during business hours, Monday through Thursday, 9:00 a.m. - 4:00 p.m., Fridays 9:00 a.m. - 5:00 p.m..

What can I do to keep my information secure?

There are several things you can do to protect your ID and PIN.

• Do not use an obvious number or other accessible information for your Online Banking ID or PIN.
• Ensure that no one is watching when you enter your Online Banking ID and PIN
• Try to memorize your Online Banking ID and PIN, rather than writing them down.
• If you record your Online Banking ID and PIN, store the document in a secure place.
• Do not share your Online Banking ID and PIN with others.
• Report any unusual account activity immediately.
• Do not give your information to anyone requesting it over the phone unless you have initiated the call.
• Never provide account information to email requests asking for information that the bank assigned to you (i.e. account numbers, passwords, PINS).
• Always log out of the system when you have finished your session.

What happens if I don't log off the system?

Online Banking has a 10-minute time-out feature. If the system has been inactive for over 10 minutes, you will be required to re-enter your ID and PIN.

Are there limits on the number of transfers I can make?

Yes, depending on the type of account you have. Some accounts, such as checking accounts, have no limits on the number of transfers you can make. However, savings and money market accounts, by federal regulation, are allowed no more than six electronic transfers per month.

When are Online Banking transactions updated to my account?

Because our Online Banking system is a "real time" system, the transactions are updated to your account immediately.

When will regular bank transactions show up on my account?

Regular bank transactions will show up on your Online Banking account the following business day.

Can I use Online Banking if I only have a CD, Loan or Savings Account?

Yes. If you have any Metro Phoenix Bank account—CD, Loan, Savings, or Checking product—you may use Online Banking. You must have a Metro Phoenix Bank checking account to use Bill Pay.

How can I add or delete an account from Online Banking?

By calling Metro Phoenix Bank at (602) 346-1800 or by visiting us during business hours, Monday through Thursday, 9:00 a.m. - 4:00 p.m., Fridays 9:00 a.m. - 5:00 p.m.

What is Personal Finance Software?

Personal finance software is software that helps you keep track of your finances. An example of personal finance software is Microsoft® Money.

What does the downloading feature do?

The download option allows you to download your transactions and/or payment schedule (Bill Pay users) into spreadsheet or word processing programs and some personal finance software, like Microsoft® Money.

Bill Pay

What is Bill Pay?

Bill Pay is an online bill payment system that allows you to send an electronic or check remittance to any business or person within the United States.

Is there a fee to use Bill Pay?

Metro Phoenix Bank Online Bill Pay is free for clients.

Do I have to register to use Bill Pay?

Yes, a one-time application is required to sign up for Bill Pay. Apply at Metro Phoenix Bank’s branch. You will use your Online Banking ID and Pin to access Bill Pay.

When and how are payments processed?

All Online Bill Payments are processed twice a day, Monday through Friday at 2:00 a.m. (CST) and 12:00 noon (CST). Payments entered after 2:00 a.m. (CST) and before the 12:00 noon processing will be processed the same day. Check payments entered after 12:00 noon will be processed on the next business day.

All scheduled payments that fall on a weekend or holiday will be paid on the Friday BEFORE the weekend, or on the last working day BEFORE the holiday. Always allow 3-5 business days for electronic payments, 5-10 days for payments made by check.

Will the memo field be printed on the check sent to the payee?

Yes. The memo field text will be printed on payments remitted by check. The account number that you entered when you added the payee to your Personal Payee List is also printed on the check. This allows the payee to know which account to apply the payment to.

Whom can I pay through the Bill Pay product?

You can pay almost ANYONE in the United States: your next door neighbor, the utility company, the bank, or even a child in college. If the person or company you wish to pay is not on our Bill Pay electronic payee list, payment will be sent as a check.

Are there any merchants (payees) that I cannot pay through the Bill Pay product?

Yes. You cannot use Bill Payment to pay any government agency.

Can I have multiple payments to the same payee on the same day?

You can make multiple payments to the same payee as long as the payment amounts are different. For your protection, the system will not pay duplicate items in the same day.

Can I edit payee addresses?

No. In order to change a payee address, you will have to set up a new payee with the correct address and delete the entry with the incorrect address.

Can I set up recurring payments?

Yes. You can set up recurring payments in the following frequencies:

• Weekly
• Bi-Weekly
• Semi-Monthly
• Monthly
• Quarterly
• Semi-Annually
• Annually

Can I place a stop payment?

Yes. After a check is printed and mailed, payment history will show the check number for that payment. A stop payment would be added in the same manner as for a regular check written out of your checkbook. A charge may apply if a payment is stopped.

However, once an electronic payment has been submitted, it will be processed and cannot be stopped. It then becomes your responsibility to contact your payee for a refund, or to ask the bank to submit a claim on your behalf.

Can I use Bill Pay if I live outside the U.S.?

Yes, as long as you have a checking account with our bank.

How far in advance should I schedule a payment to make sure that it is paid on time?

Payments made by check should be scheduled five (5) business days in advance of when you want the payment to actually be paid. Payments made by electronic payment should be scheduled no later than three (3) business days in advance of when you want the payment to actually be paid.

Can I postdate single and/or recurring payments?

Yes. Just set the payment date for any date in the future. Single payments are actually set up into two categories: current and future payments, which allow you to schedule payments in the future or for the current date. If a monthly recurring payment is set up to be paid on the 15th and the current date is November 5th , a payment will be scheduled for the month of November and the 15th of every future month until the end date is reached. However, if the payment is set up to be paid on the 15th and the current date is November 16, the first payment will occur on December 15th.

How far in advance can I schedule a payment?

You may schedule payments up to 90 days in advance of the first due date. Recurring payments can have an end date of any year in the future.

How late in the day can I enter, edit or delete a payment?

You may add, edit, or delete a payment up to 2:00 a.m. (CST) for the first processing, and up to 12:00 noon (CST) for the second processing, on the day the payment is sent.

How long is history retained in the VIEW PAYMENT HISTORY section?

Payment history for active and deleted payees is retained and viewable indefinitely.

How many payees may I set up?

There is no limit to the number of payees that you may set up.

Is there a maximum and minimum payment amount?

Electronic payments are validated against your account balance prior to processing, and check payments settle against your account like any other check; therefore, there is no dollar limitation on payments made through the Online Bill Payment system. You are limited only by the amount of available funds in your account.

What does the "status" field indicate on the PAYMENT HISTORY page?

• Status Value: Payment Pending
• Definition: The payment has been processed, but not yet sent.
• Status Value: Payment Processed
• Definition: The payment has been processed and sent.
• Status Value: Hold
• Definition: The payment has a research request on it and has not been processed.
• Status Value: Stopped
• Definition: You have requested the payment to be stopped. It cannot be processed again.

What happens if I have scheduled payment that falls over a weekend or holiday?

Bills do not get paid on holidays or weekends. Scheduled payments that fall over a weekend will be processed on Friday evening prior to the weekend. Holiday processing is done on the last working day BEFORE the holiday.

When will the money be taken out of my account for Bill Payments?

CHECK payment funds are debited from your account when the check clears the account, (just as if you had written your own personal check). Should the item be returned, a hold may be placed on your bill payment service.

ELECTRONIC payments are verified for funds availability during processing. If the funds are available, your account will be debited for the payment at the time of processing. If funds are unavailable at the 2:00 a.m. (CST) processing, the system will try to withdraw funds again at the 12:00 noon (CST) processing. If an insufficient funds condition still exists at that time, you will receive a message letting you know that the payment could not be processed due to insufficient funds. The payment will continue to be attempted until either you have deposited funds to allow the payment to go through, or until you delete the payment.

Who do I call if I have a problem with Bill Payments?

Please call Metro Phoenix Bank at (602) 346-1800 and ask to speak to either the branch or a Treasury Management Specialist during business hours Monday through Thursday, 9:00 a.m. - 4:00 p.m., Fridays 9:00 a.m. - 5:00 p.m.

Transfers

Are there excessive withdrawal limits when transferring from my Money Market or Savings Accounts?

Due to Federal Regulations the customer may not make more than six transfers or withdrawals per month or statement period or more than three to third parties, when these transfers are made by means of a pre-authorized or automatic transfer, or telephonic agreement, order or instruction, including Internet Banking. Transferring from a savings or money market account to a loan at Metro Phoenix Bank does not count towards the excessive withdrawal limit.

Between what accounts can I transfer?

You may transfer between all your designated deposit or loan accounts at Metro Phoenix Bank. Some accounts may be excluded from transfer capability due to regulatory requirements, bank policy, or loan agreement between the customer and Metro Phoenix Bank.

How late can I make a transfer and still have it post to my account that night?

A transfer can be made up to 6:00 P.M. (Arizona MST) time during any business day for that transaction to post that night. This includes all transfers between deposit accounts and loans. A transfer made today after 6:00 P.M. will "memo post", but will not actually appear until the next business day.