Frequently Asked Questions

• General Banking FAQs
• Online Banking FAQs 
• Multi-Factor Authentication FAQs  
• BillPay FAQs 
• Lost or Stolen Debit Card
• Identity Theft
• Consumer Protection
• Daily Cutoff Times 
• 2012 Bank Holidays 

General Banking FAQs

Q: What are your branch hours?
A: Please see our branch hours at our Locations link.

Q: The bank is closed! How can I gain information on my account after hours?
A: After hours, you can gain account information through our automated system at 1-800-750-7077, or right here on our website using our Online Banking. Please enroll in our online service if you haven’t already discovered its conveniences.

Q: Do I get charged when I call the bank?
A: No, you are never charged when you call us regardless of whether you speak with a representative or use our automated system.

Q: What is my routing number?
A: The routing number for North Valley Bank is 121132394. You can find the routing number on the bottom of your checks in the MICR line; it is the set of nine digits between the brackets |: |:

Q: Where can I find my account number?
A: Your account number is also located at the bottom of your checks. Locate your routing number using the answer above. Next, locate the check number encoded across the bottom. The remaining numbers are your account number.

Q: Why won't the automated system accept my PIN number?
A: Please be sure you are using your Telebanc PIN and not your Debit Card PIN. Your telebanc PIN is different than your Debit Card PIN unless you have made them the same. If you make these numbers the same, please be cautioned that when you change one the other is unaffected. If you have not used the automated system before and need to find out what your Telebanc PIN is, please call us at 1-866-869-6673.

Q: What does it mean when the automated system tells me my PIN is expired?
A: It means that it is time to change your PIN number. Immediately after the system tells you that your PIN is expired, it will prompt you to enter your new Telebanc PIN. When this happens, enter a different set of four digits than your old PIN.

Q: Why does the automated system tell me I have a withdrawal on my account when I haven't done a withdrawal in months?
A: Sometimes companies will use your check as an authorization to debit your account electronically. On your statement you will see a description containing the name of the company (generally credit card issuers) and your check number, but on our automated system we don’t have any way to communicate that it is a check submitted electronically. As a result our system recognizes it as a withdrawal. If you are ever concerned about a transaction such as this, please feel free to call the Customer Resource Center at 1-866-869-6673 and they will investigate the transaction for you.

Q: Are transactions listed under "Current Business Day" already deducted from the balance I am given?
A: Yes, the balance you are given is the most up to date balance including any pending purchases you may have made.

Q: How do I activate my debit card?
A: Your debit card can be activated by any of the following methods:

• Completing a point of sale, PIN-based transaction using your assigned PIN number
• Using your card at any ATM
• Calling the number on the sticker on your new debit card and following the simple step-by-step instructions
• Calling our Customer Resource Center at 1-866-869-6673

Q: What is a "preauth" on my account?
A: Preauth is an abbreviation for preauthorization, which is a hold put on your funds by a business at which you used your debit card. The preauthorization will hold the funds until the purchase comes through your account, generally a few days later. Once the purchase is debited from the account, the preauthorization will drop off of the account.

Q: Why do I have a preauthorization on my account for more than I authorized?
A: Sometimes companies (especially restaurants, hotels and fueling stations) will preauthorize more than the amount of the purchase to make room for any additional charges you may have. When the purchase goes on your account and the preauthorization goes away you will notice that it is for the amount you authorized. If for some reason this is not the case, please call us at 1-866-896-6673 or come into your local branch to dispute the amount debited.

return to top

Online Banking FAQs

Q: My password isn't working. What's wrong?
A: Do you have the 'Caps Lock' turned on? Be sure you are typing your User Code and password using the correct case and are using no spaces. User Code must be at least 6 characters and Passwords must be at least 6 characters and contain an uppercase and lowercase letter and a number. If you are still having problems – call us at 1-866-869-6673. We can help you by resetting your password while you are on the phone with us.

Q: How do I access my account?
A: After you have logged onto the Online Banking site, place your cursor over the account number you want to look at. Click once and the account summary will open up.

Q: How can I see my previous month's activity?
A: After you have logged onto the Online Banking site, place your cursor over the account you want to look at. Click once and the account will open. Position your cursor over the blue button labeled "TRANSACTIONS". A menu will drop down. Move your cursor over the statement period you want to see. The list includes: Previous Statement, Current Statement, Previous Business Day, Current Business Day, Transactions Menu and Transactions Export. Move your cursor over the line "Previous Statement" and click once. Your statement should appear on the screen and you can print the statement by using the print feature of your browser. Note: You can only view two statements' worth of history using the "TRANSACTIONS" button.

Q: Can I import my account activity to my Accounting software?
A: Yes. North Valley Bank supports .csv file exports and Quicken integration with a number of browsers. Click here to learn more about Quicken.
After you have logged onto the Online Banking site, place your cursor over the account you want to download. Click once and the account will open up. Position your cursor over the blue button "TRANSACTIONS". A menu will drop down. Move your cursor over the line "Transactions Export". Choose the account that you want to download transactions from and fill out the next fields as desired. Almost to the bottom of the page is a field labeled "Export Format". Use the dropdown list to select the file type and hit 'Export'. Note: If you use Quicken or Quickbooks 2005, select "Open/Run" on the Download window and the file will be immediately exported into Quicken or Quickbooks. If you use any other software select "Save". Once the file has downloaded to your local drive, open your accounting software and import the file. Note: Make sure you remember where you saved the exported file on your local computer.

Q: When I enroll myself, how do I get my password?
A: If you know your Telebanc PIN while enrolling, you will be prompted to create your own User Code and password upon successful enrollment. If you do not know your Telebanc PIN, your temporary User Code and password will be assigned and mailed to you within 1 business day. They will arrive in separate envelopes. Once you have both documents, logon to the system and change your User Code and password to something you will remember. If you have any problems – call us at 1-866-869-6673.

Q: How can I re-order checks online?
A: Within Online Banking, select the account and then click ORDER CHECKS at the top of the page, or here on our website, go to Checking & Savings and select Reorder Checks from the drop down menu. Alternatively, you may click here.

Q: How do I change my password?
A: Log on to the bank’s Online Banking site with your User Code and password. Position your cursor over the blue button in the upper left labeled "OPTIONS" and click on "Change Password". On the next page, there will be three boxes. In the first box, type your current password. In the second and third boxes, type your new password. Press the Enter key or click on 'Submit'. You should get a confirmation that your password has been changed.
NOTE: Your password must be between 6 and 17 characters and must have a least one uppercase letter, one lowercase letter, and a number.

Q: How can I get more assistance with Online Banking?
A: NVB has a staff of customer service representatives available to answer all your questions. Please do not hesitate to call – Monday through Friday – 7AM to 7PM and Saturday 9AM to 2PM. Toll Free – 1-866-869-6673.

Q: Why does nothing happen or I receive a message about Adobe Acrobat after I click the statement that I want to view?
A: You need have the most recent version of Adobe Acrobat Reader on your computer. The delay might be your browser opening the software "Adobe Acrobat" which is used to view the document you are trying to open. It will only take a minute or so. If you do not have Acrobat Reader, install it on your computer by going to Adobe's website.

Q: Can I print copies of my checks?
A: Yes. Log on to the Online Banking and select the account. From Current Statement, Previous Statement or Previous Business Day, click on the check number you wish to view or print. Or, to search for a specific check, click the blue TRANSACTIONS button to go to the Transactions Menu. Scroll down and look on the right hand side of the screen for a box labeled 'Image Search'. Enter the check number and the check amount and click on the 'Display' button. A new window will open with a copy of the check you selected. From your browser’s menu, select 'File', then 'print'. Click on 'Back of Check' button, and then print again. You must have Adobe Acrobat Reader to view check images.

Q: How can I see history from before my previous statement?
A: There are two cycles of checking and savings account information available via the Transactions button as described above. To view statement history prior to your last statement cycle, use the Documents button to view the images of your monthly statements. Click the Documents button, and then click the Checking or Savings Statements link under Document Types. Click the month you wish to view and an image of the statement for that period will open. You must have Adobe Acrobat Reader to view previous statements.

Q: Why does the activity I did today not show up on my Current Statement?
A: Activity from the current day shows up under Current Business Day transactions. That evening (or Monday for weekend activities) all work is processed and posted to your Current Statement.

return to top

Multi-Factor Authentication FAQs 

Q: What is Multi-Factor Authentication?
A: It’s a layer of security added on to our log-on process to help ensure that your information is protected. It helps you to know that you are at NVB’s online banking site AND it helps us to verify it really is you.

Q: Why did the bank implement this?
A: Multi-factor authentication helps you guard against two of the most common means of identity theft.
      - Phishing: In a phishing scam, people pretend to be a trustworthy person or business by using an “official” looking email. Then they ask you to provide or confirm certain financial information or passwords.
      - Pharming: Pharming is where a “hacker” tries to direct you to a fraudulent website and make it look like an official one.

This extra layer of security helps to protect the privacy and security of your personal information.

Q: How does Multi-Factor Authentication work?
A: Follow these steps:

1. Enter your User ID and click the Submit button.
2. Before we display your chosen picture and phrase, we verify that you’re logging in from a computer you have asked us to recognize. If we recognize the computer you are using, your private image and pass phrase will be presented to you on the next page. Once you confirm your private image and pass phrase, you'll know you can safely enter your password.
3. If we do not recognize the computer you are using, we will ask you to answer your secret question before we display your private image and pass phrase.
4. If you do not recognize your private image and pass phrase, do not enter your password.

Q: How will you recognize my computer?
A: The first time you log on from your computer, we will ask you if you would like to register it. If you are using a private computer that you would like us to recognize in the future you should ask us to register it. We recommend that you do not register a public computer that other users may also access. This helps protect you by keeping unauthorized people from accessing your valuable information.

Q: Why am I being asked a question when I try to log-on?
A: To prevent unauthorized access to your accounts, we ask you a secret question when we detect you are trying to log on from an unregistered computer. Generally you will be asked to answer a secret question only when you log-on for the first time from a new computer. After you answer the question, you will be asked whether we should remember this computer for future log ons. If you are using a public terminal, you will want to answer NO.

Q: Can I access my account from multiple computers?
A: Yes, you can still access your account from other computers. If you log on from a new computer or a public terminal, you will just need to go through one extra step of answering your secret question. This helps protect you by keeping unauthorized people from accessing your valuable information. There is no limit on how many different computers you can use to log-on to your account.

Q: What if I forget my password?
A: Please contact us at 1-866-869-6673 for assistance between 7:00 p.m. Mon-Fri or 9:00 a.m. to 2:00 p.m. on Saturday. Or, you may send a request for assistance by using the Contact Us link and we will contact you on our next business day.

Q: Can I change my Multi-Factor Authentication setup later?
A: Yes, after logging on, you can change your private image, pass phrase, secret questions, email address or password:

• Image/Pass Phrase/Secret Questions: Select OPTIONS, then CHANGE SECURITY DATA. (By the way, there are over 50,000 image choices available.)
• Password: Select OPTIONS, then CHANGE PASSWORD.
• Email Address: Select OPTIONS, then CHANGE EMAIL ADDRESS.

SAFETY TIP: We will never ask you to change your private information, and for your security we will never change it for you. If you receive an email asking for your financial information, DON’T give out your information.

Q: Can I upload my own image?
A: Sorry, for security reasons you cannot upload your own image at this time. However, you can choose from over 50,000 images provided in the OPTIONS, CHANGE SECURITY DATA area of our website.

Q: What should I do if my private image and/or pass phrase are incorrect?
A: Immediately call Customer Support at 1-866-869-6673.

Q: If someone steals my password, will Multi-Factor Authentication prevent them from accessing my account?
A: Yes. If an unauthorized person tries to log on to your account from another computer, they will be asked one of your secret questions. Without this additional personal information they will not be able to log-on to your account.

return to top

BillPay FAQs

Q: How do I enroll for BillPay?
To enroll for BillPay, log into Online Banking and choose the "Pay Your Bills" tab, and then follow the on-screen prompts to complete the enrollment process. If you do not have an Online Banking login, please enroll by clicking the Enroll link on our home page (NOVB.com) or contact our Customer Resource Center at 866-869-MORE (6673).

Q: How do I login for BillPay after I enrolled?
A: You access BillPay through your regular Online Banking sign-in. Once you select an account, you will find the "Pay Your Bills" button near the top of the screen.

Q: When am I able to access BillPay?
A: 24 hours per day, 7 days per week.

Q: What methods of BillPay support are available?
A: BillPay Customer Service can be reached at 1-877-242-7075 between the hours of 4:00 am to 10:00 pm Pacific Time, 7 days per week.
North Valley Bank's Customer Resource Center at 1-866-869-MORE (6673), Monday through Friday, 7:00 am to 7:00 pm, and Saturday 9:00 am to 2:00 pm.

Q: What are BillPay support hours of operation?
A: 4:00am - 10:00 pm Pacific Time, 7 days per week.

Q: BillPay won't let me schedule a payment right away. Why is it making me wait? Won't my payment arrive late?
A: A major improvement of the new BillPay product is the date you input is the date you would like your vendor to receive your payment. The date the system displays is the earliest date your payment can arrive.

Q: When will my checking account be debited?
A: Your account will be debited no earlier than the day your payment is due to your vendor.

Q: May I pay bills from multiple accounts?
A: You may pay from multiple checking accounts if you are signed up for Online Banking.

Q: How do I know if the company or person received my payments?
A: Look for the payment to move from Pending Payments section to the Recent Payments section.
- You can see a list of pending and recent payments for a particular biller in the Payment Assistant.
-You can see a list of pending and recent payments for all billers in the Payment Center.
If the payment was processed normally, you see the amount of the payment. If you canceled the payment, or if it failed during processing, you see the status of the payment.

Q: Can I change a payment?
A: Yes. If the payment has not started processing, you can change the:
- Account from which to make the payment.
- Date you want the biller to receive the payment.
- Amount of the payment.

Q: What happens when I cancel a payment?
A: After you cancel a payment, its status changes to Canceled and it is not processed.
Canceled payments appear in:
- The Recent Payments section of the Payment Center.
- Bill History.

For more information about Online BillPay, click here.

Lost or Stolen Debit Card

Q: How can I report a lost or stolen debit card ?
A: You should immediately call us at 1-866-869-6673, 7:00 a.m. - 7:00 p.m. weekdays and 9:00 a.m. - 2:00 p.m. Saturdays, excluding holidays, or write to us at:

P.O. Box 994630
Redding, CA 96099-4630

For issues relating to a card after business hours, you should call 1-800-523-4175.

return to top

Identity Theft

Q: What is Phishing and what can I do about it?
A: Criminals are constantly improving their methods of stealing your personal financial information through fraudulent e-mails and Web sites designed to appear as though they were generated from legitimate businesses, financial institutions and even government agencies. This criminal activity is known as “phishing”. They are literally fishing for your personal information. This information is money in their pocket.

Criminals improve their techniques with time, and this is evident in newer phishing messages.

This Brochure will educate you on these scams, provide suggestions on how to avoid becoming a victim, and provide information on steps to take should you become a victim of phishing.

For more tips on how to protect yourself against Identity Theft, click here.

Q: How can I protect myself from fraudulent Electronic Fund Transfers (EFTs)? 
A: The Federal Deposit Insurance Corporation is aware of an increased number of fraudulent EFT transactions resulting from compromised login credentials and provided comprehensive and useful information for consumers on their website. Click here for more information.

return to top

Consumer Protection

Q: How can I protect myself from frauds and scams?
A: The Federal Trade Commission's website provides information relating to various frauds and scams including Sweepstakes and Lottery Scams. Click here, for more information.

Here are some tips for protecting yourself from card fraud!
While we employ the latest systems and technology to monitor and prevent card fraud, there are some practical steps you can take to help protect yourself:

• Check your account statement promptly and immediately report any transactions that you don't recognize.
• Destroy all receipts before discarding them since some of them may have your card number printed on it.
• Guard your card - don't use it as collateral or give out your card number to someone on the phone, unless you initiated the call for a purchase.
• Check your credit report at least annually to ensure its accuracy. In fact, you're entitled to one free copy of your credit report every year at www.annualcreditreport.com or by calling 1-877 322-8228.
• Register your card to use Verified by Visa and shop online with merchants that participate in the Verified by Visa service. This provides additional protection against unauthorized use of your card online.

• Additional tips are also available at www.visa.com.

  return to top

  Daily Cutoff Times

  BillPay - 2:00 p.m. PST
  Foreign Wire Transfers - 1:00 p.m. PST
  Tax Payment Wire Transfers - 11:00 a.m. PST
  Domestic Wire Transfers - 2:00 p.m. PST
  CashManager ACHs - 5:00 p.m. PST
  Internal Transfers & Payments - 7:00 p.m. PST

• Remote Deposit Manager - 6:00 p.m. PST

  return to top

  2012 Bank Holidays

  The Bank will observe the following holidays during 2012:

   

  Monday, January 2	New Year's Day
  Monday, January 16	Martin Luther King Day
  Monday, February 20	Presidents Day
  Monday, May 28	Memorial Day
  Wednesday, July 4	Independence Day
  Monday, September 3	Labor Day
  Monday, October 8	Columbus Day
  Monday, November 12	Veterans Day
  Thursday, November 22	Thanksgiving Day
  Tuesday, December 25	Christmas Day

   

•  

  return to top