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Centinel Bank Employees at the Home Expo in Taos

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Frequently Asked Questions


Online Banking FAQs

What is Online Banking?

Online Banking allows Centinel Bank customers free, secure, and convenient access to their accounts using the Internet anytime, anywhere. Some of the functions available with Online Banking are: Access and print information on all accounts including loans. Review and print transactions and history. Confirm deposits, withdrawals and cleared checks. Transfer funds between accounts and make loan payments. Pay bills automatically.

I'm having trouble accessing Online Banking. What should I do?

If you're having problems accessing Online Banking, check to see if you can access other web sites. If you cannot, contact your Internet Service Provider. If you can access other web sites but can't access Online Banking, the system is either off-line or we're experiencing a temporary disruption of service. Please try again later. If the problem persists, please contact us.

Do I have to register to use Online Banking?

Yes, by filling out the following agreement or in person at any one of our locations

How secure is Centinel Bank’s 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 social security or tax ID number is never displayed on the Online Banking system. However, if you feel your information has been jeopardized in any way, please contact your local branch immediately.

What do I need to access Online Banking?

You will need a connection to the Internet and a Web Browser that supports 128-bit SSL encryption. Mozilla FireFox or Microsoft Explorer 7.0 (or higher) both support this type of encryption. TEST YOUR BROWSER HERE.

Can I change my ID or my Password?

Yes, you can. To change your 12-digit Online Banking ID to a name or number that's easier to remember, log on to Online Banking choose Options and then under personal ID, put in a new ID. (You can still login using the 12-digit login ID at any time.)  You can reset your Password here as well, which we recommend doing every 90 days.  Click here for more information.

What do I do if I forget my Online Banking Password?

If you've forgotten your Online Banking Password, please contact us.

Why doesn't my Online Banking Password work?

There could be several reasons. You may be entering the wrong Password. You could also be locked out of Online Banking. You are allowed three login attempts. On the third attempt, if invalid, you are locked out of Online Banking. In addition, if you have not logged in to Online Banking in the past 90 days, you will be locked out of the system. If you get locked out, please contact us.

Why does it sometimes appear that my Debit Card transactions are posting twice?

Merchants use telephone communication to approve transactions from your card. They receive a temporary and a permanent authorization, both of which appear on your account information. You should also see an offsetting credit in the same amount. The amount charged to your card should equal the amount of your purchase. This may occur if the Merchant has a pre-authorization process. Examples are gas stations and hotels that use your card for confirmation purposes.

On a normal business day, how late can I make a funds transfer?

All transfers requested before 6:00 pm MST/MDT will be processed that day. Any transfers after that time will be honored the next business day.

How do I add or delete accounts to my existing Online Banking relationship?

You may use the secure Contact Us feature in online banking to contact a Customer Service Representative. You must be an authorized signer on the account to make changes.

How much history can I see online?

You will be able to access up to one year of prior transactions, as well as 6 months of previous statements. The statement history file will begin to build from the date that you sign up for Online Banking.

What if I get an error message?

If you get an error message, please make a note of the message, the error number, and the time, and please contact us.

What does the download feature do?

The download option allows you to download your transactions and/or payment schedule (Bill Pay users) into a spreadsheet or word processing program.

What should I do if I think someone has my access codes?

Contact us at 575-758-6700 during regular business hours, Monday through Friday 9:00 am - 5:00 pm MST and ask for a Customer Service Representative. You will need your unique ID code for prompt assistance.

Do I need to have "Cookies" enabled to use Online Banking?

Yes, your browser must accept "Cookies" to utilize this service.

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

Centinel Bank's Online Banking has a 10 minute time-out feature. If you are logged in for 10 consecutive minutes without using Online Banking, you will have to log in again to resume banking.

How current is the information in Online Banking?

You will see transactions update to your account periodically throughout the day. The available balance on your checking and savings accounts will change throughout the day based on your activity. As you use Online Banking, or transfer funds between accounts, your available balance will be updated to reflect that activity. Any activity through Online Banking will be reflected immediately. All account activity processed within the bank will periodically be updated every three to four hours. However, all transactions are posted and will be up to date as of our evening system update, subject to events beyond our control.

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Bill Pay FAQs

What is Bill Pay?

Bill Pay is an online bill payment system which allows you to deliver payments from your computer from your checking account to any business/person within the United States.

How many days in advance should I schedule my payment?

You should allow time for your payments to process. For a payment made by check, you should allow 5-7 business days.   Checks get generated on the day you have requested payment, however, the mail service is out of our control.  For an electronic payment, you should allow 3 business days.

What if I do not have enough money in my account for the payments I have scheduled?

Centinel Bank processes bill payment items just like any other check that you write.    Bill payment items can overdraft your account causing insufficient funds.

How do I know if a payee is electronic or check?

When you are setting up a new payee you must enter the payee name (don't enter the state). This will automatically search to see if the payee accepts electronic payments.  If payee is not established to accept electronic payments our system will deliver a physical check to the payee. After initial set up, use the “View Payees” option to review who accepts electronic or check payments.

Who can I pay with Bill Payment?

You can pay anyone in the United States, from your next-door neighbor, to the utility company, to a child in college across the country. The only restriction is that you cannot pay any state or federal government agencies.

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

You may add payments up to 11:00 am MST on the day the payment is to be sent. You may edit or delete a recurring payment until 1:00 am MST on the day the payment is to be sent.

Can I stop a payment?

Yes, you may place a stop payment on any check that you have issued that has not cleared your account. There is a fee for this service. To place a stop payment on a check, please follow these steps:

  1. Determine if the check has been paid by using the View a range of transactions screen.
  2. If the check does not show as being paid, go to the enter stop payment screen and enter the information requested.
    1. Note: The Enter Stop Payment option on the “View Accounts” screen of Online Banking is for both hand-written checks and bill payments made Online by check.
    2. STOP PAYMENTS MAY NOT BE ISSUED FOR AN ELECTRONIC PAYMENT.
  3. The stop payment confirmation needs to be printed, signed and returned to the bank within 14 days or the stop payment may be removed.
On the Bill Payment History page, what does the 'Status' field indicate?

PENDING: The payment has been processed, but not yet sent. PROCESSED: The payment has been processed and sent. HOLD: The payment has a research request on it. This usually means the payment is incomplete, but can be processed when the issue is resolved.

Can I edit payee addresses?

No. You will have to set them up as a new payee with the correct address and delete the old payee record.

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 of the same amount on the same day.

Confirmation Numbers - Are These Important?

Yes. A confirmation number will be assigned to each Electronic Bill Payment at the time you submit your request. The same confirmation number is also used each time you instruct us to amend or delete a previously scheduled Electronic Bill Payment. You may record these confirmation numbers for future reference if you wish. For your convenience, Electronic Bill Payment Confirmation Numbers for scheduled payments are found in the menu option for "View Payment Schedule" so you are not required to write them down. They will help us resolve any questions and expedite any request you may have about your Electronic Bill Payment transactions.

When I pay a bill, when does the money come out of my account?

If the payee is in the Electronic Payee database, the funds come out of your account the day your payment is made. If the payee is paid by check, the funds will come from your account the day the check clears the bank - just as if you'd written it from your checkbook.

Do I need to re-enter payee information each month?

No, only if the payee information changes. The payee information will remain in Online Banking until you delete it. The only thing you'll have to change each month is the amount you want to pay and the date you want the bill paid.

Who do I contact if I have a problem with Bill Pay?

If you have a problem with Bill Pay, please contact us.

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Loans FAQs

When will I receive my paid off information (Vehicle Title, paid note)?

10 business days from the date of pay-off.

Where can I get the payoff/history for my loan?

This information is available to you when accessing your account on-line using the account information tab will provide you with your pay-off balance. You can view your history using the transaction tab. If you need additional information pertaining to an existing loan or need a payoff good for a future date please contact us.

Can I transfer from a Line of Credit to a deposit account with Online Banking?

No, not online. You will need to contact us and we can help you over the phone or in person.

Can I make a loan payment over the phone using a credit card?

No, not over the phone. However, cash advances are available in person at one of our branches.  Please contact us.

What information is needed to obtain a loan with Centinel Bank of Taos?

See our page on loans.

What do I need to open a deposit account?

Link to switch kit

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Centinel MasterCard FAQs 

What is required to apply for a Centinel MasterCard?

Apply here for a Centinel MasterCard. All that is required is a completed application and a current pay stub.

What should I do if my Centinel MasterCard is lost or stolen?

Contact Us immediately if your card has been lost or stolen or if you notice an unauthorized transaction. You can also contact MasterCard directly at 1-800-325-3679.

How is my credit card different from other credit cards?

You have the local advantage. You can walk into any of our branch Locations for information on your credit card. This includes getting a current balance, making a payment and having someone you know personally answer any questions you may have regarding your credit card account.

What should I do if I have any disputes with a merchant?

If you think your bill is wrong or if you need more information about a transaction on your bill Contact Us and we will be happy to assist you.   We must hear from you no later than 60 days after we sent you the first bill on which the error or problem appeared. 

How do I pay my Centinel MasterCard?

Payments can be made at any of our branch locations for credit the same business day, mailed in, or can be paid on line at: www.mycardstatement.com.

What is MasterCard Secure Code?

MasterCard Secure Code is an innovative service offering secure Internet shopping, using your preferred form of Internet payment – your Centinel Bank MasterCard. MasterCard Secure Code lets you add a personal Secure Code™ to your existing card, getting added security and the reassurance that only you can use your card online.

How does MasterCard Secure Code work?

When you purchase online, MasterCard Secure Code issues a receipt at the end of the checkout process. The receipt includes details of your current purchase, such as site name, purchase amount and date. You sign the receipt using your personal Secure Code and click "Submit" to proceed with the purchase. Without your Secure Code, the purchase cannot take place.

How does MasterCard Secure Code protect me?

Once you've registered and created a Secure Code, each time you make an online purchase, a window will pop up asking for your Secure Code like using your PIN at the ATM. When you correctly enter your Secure Code, you confirm that you are the authorized cardholder and your purchase is completed. If the correct code is not supplied, your financial institution cannot confirm your identity and the purchase will not be completed. No code, no confirmation, no purchase.

Will I need to apply for a new card to use MasterCard Secure Code?

No. You will be able to use your existing credit card through MasterCard Secure Code.

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Debit Card FAQs

How do I use my Centinel Debit Card to pay for purchases?

When you present your card for payment, some merchants will require you to sign a sales slip. Other merchants may ask if you want to use it as a Credit or Debit. If you use it as a Debit you will be asked to enter your Personal Identification Number (PIN). If you use it as a Credit you will be asked to sign a sales slip.

Whether you use it as a Debit or Credit the transaction will be deducted from your checking account.

How do I apply for a Centinel Debit Card?

Contact us to apply for a Centinel Debit Card.

What should I do if my Centinel Debit Card is lost or stolen?

Contact us immediately at 575-758-6700 during business hours, or after hours you can contact our service provider, Vantiv 1-800-528-2273, if your card has been lost or stolen or if you notice an unauthorized transaction. 

How is my card different from a credit card?

The MasterCard logo allows you to make purchases anywhere MasterCard is accepted, just like a credit card. Each purchase is deducted from your primary checking account, and there are no finance or interest charges.

What should I do if I have any disputes with a merchant?

If you think your bill is wrong or if you need more information about a transaction on your bill Contact Us and we will be happy to assist you.   We must hear from you no later than 60 days after we sent you the first bill on which the error or problem appeared. 

What should I do if if I forgot my Personal Identification Number (PIN) or if it does not work?

Please Contact Us to have your PIN reset. If you remember your PIN and would like to change it, one option is to call our Audio Phone Banking system at 1-800-851-4859, the second option is to use any Centinel Bank ATM to change your PIN (note: you must know your current PIN to change it at our ATMs).

Is there a fee for my debit card?

No, as long as you use your card at least once a month.  For those who have a debit card, but do not use it, there is a $5.00/month inactivity fee.  Otherwise, there are no Centinel Bank fees on consumer debit cards.

What is MasterCard Secure Code?

MasterCard Secure Code is an innovative service offering secure Internet shopping, using your preferred form of Internet payment – your Centinel Bank MasterCard. MasterCard Secure Code lets you add a personal Secure Code™ to your existing card, getting added security and the reassurance that only you can use your card online.

How does MasterCard Secure Code work?

When you purchase online, MasterCard Secure Code issues a receipt at the end of the checkout process. The receipt includes details of your current purchase, such as site name, purchase amount and date. You sign the receipt using your personal Secure Code and click "Submit" to proceed with the purchase. Without your Secure Code, the purchase cannot take place.

How does MasterCard Secure Code protect me?

Once you've registered and created a Secure Code, each time you make an online purchase, a window will pop up asking for your Secure Code like using your PIN at the ATM. When you correctly enter your Secure Code, you confirm that you are the authorized cardholder and your purchase is completed. If the correct code is not supplied, your financial institution cannot confirm your identity and the purchase will not be completed. No code, no confirmation, no purchase.

Will I need to apply for a new card to use MasterCard Secure Code?

To activate your new Centinel Debit Card, during business hours contact us, or during after hours, you can contact our service provider, Vantiv at 1-800-528-2273.

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