Frequently Asked Questions
1: Are Greystone Bank deposit accounts FDIC insured?
2: What's my FDIC coverage?
3: Can I open an account if I don't live in the United States? What if I live in the United States but I am not a citizen yet?
4: When can I start accessing my account(s) online?
5: How do additional accounts get added to my Online Banking access?
6: What products can I apply for online?
7: Can I update personal information about myself online?
8: How do I open an account online?
9: When is my Greystone Bank information updated?
10: What is offered through Greystone Online Banking?
11: Is interest paid on Greystone Bank deposit accounts?
12: What is the maximum penalty for an early withdrawal of a CD?
13: How much will Online services cost?
14: Is there a cut off time for transactions?
15: Does Greystone Bank offer bill pay service from money market accounts?
16: Are there restrictions on the number of transactions I can make?
17: Can I withdraw interest earned at any time?
18: Can I stop a check online?
19: How can I review transactions posted to my deposit account?
20: How do I wire the money to Greystone Bank to fund an account?
21: Will I be able to print statements?
22: How do I order/reorder checks?
23: Are images of the checks I have written available to view and print through the Online Banking?
General FAQ’s
24: What are the System Requirements for gaining access to my Greystone Bank account information?
25: What Internet Service Provider (ISP) do you recommend?
26: Can I download information to my financial management software?
27: Can I access Online Banking directly from Quicken?
28: What is .QIF?
29: How should I set my password?
30: How do I get my User name and Password?
31: My password doesn't work. What should I do?
32: I share a deposit account with someone else. Do we both need to enroll or can we share the same log-in ID?
33: How often will I be requested to change my password?
34: How do I change my Password online?
35: How many consecutive unsuccessful logon attempts does the system allow?
36: Is it safe to enter my Password online?
37: How secure is e-mail sent to CustomerSupport@GreystoneBank.com?
38: Is the Internet safe and secure for online banking?
39: How safe is Online Banking?
40: Why is it important to select “Exit” or “Home” when I am finished using online banking or when I walk away from my computer?
41: Who do I contact for Technical Assistance?
Loan-Related FAQ’s
42: How do I find out more about your loan services or specific detail regarding loans thru your affiliate companies?
Q: Are Greystone Bank deposit accounts FDIC insured?
A: Yes! Also effective May 20, 2009 the FDIC has made a temporary change to the Deposit Insurance Coverage. Previously, accounts were insured for up to $100,000 per depositor. Deposits at federally-insured depositary institutions are now insured up to $250,000 per depositor per ownership category, per bank, subject to certain conditions through December 31, 2013. On January 1, 2014, the standard insurance amount will return to $100,000 per depositor for all account categories except for IRAs and other certain retirement accounts which will remain at $250,000 per depositor. (This supersedes the October 3, 2008 changes). Call Greystone Bank for further details.
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Q: What's my FDIC coverage?
A: Your accounts carry the normal levels of coverage: The Federal Deposit Insurance Corporation (FDIC) is a governmental agency, created in 1933, which traditionally has provided a monetary guarantee of up to $100,000 per depositor per ownership category per bank, subject to certain conditions. However, the FDIC has temporarily increased this guarantee to up to $250,000 per depositor and ownership category through December 31, 2013. On January 1, 2014, the standard insurance amount will return to a maximum of $100,000 per depositor for all account categories except for IRAs and other certain retirement accounts which will remain at $250,000 per depositor. If you have additional questions regarding FDIC deposit insurance, go to www.fdic.gov, click on Deposit Insurance then click on Are My Deposits Insured.
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Q: Can I open an account if I don't live in the United States? What if I live in the United States but I am not a citizen yet?
A: We only accept applications from persons residing within the United States with valid U.S. tax identification numbers or Social Security Number. (You do not have to be a United States citizen.) If you have questions, contact
us.
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Q: When can I start accessing my account(s) online?
A: Once an account is opened and established Online Banking is immediately available.
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Q: How do additional accounts get added to my Online Banking access?
A: New accounts opened will appear automatically in your Online Banking profile. You can choose which accounts you want to view on Online Banking by clicking Accounts Overview and then “Customize Your Accounts”.
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Q: What products can I apply for online?
A: You my currently apply for Certificates of Deposit and Money Market Accounts online.
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Q: Can I update personal information about myself online?
A: Yes. You can change your address, email address, user id, password, etc. by selecting “customer service” and then selecting the appropriate option.
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Q: How do I open an account online?
A: You may fill out an online application from our website by clicking on Apply Now. After you complete the required information, we receive an encrypted file and will contact you either by email or telephone regarding approval of your application. Currently you are unable to open an account through our Online Banking program.
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Q: When is my Greystone Bank information updated?
A: Some information through Online Banking is updated immediately, but Greystone Bank updates all customer information nightly.
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Q: What is offered through Greystone Online Banking?
A: Online Banking enables you to manage your accounts more easily. You can review account balances on any of your money market accounts, certificates of deposits, and all consumer loans. You can also view transactions and activity.
In summary you can:
* View the balances of your accounts and investments
* Check entries to your accounts
* Change your mailing address, email address, user id, etc.
* Check next payment due date (where applicable)
* View interest rates
* Use Secure Messaging with customer service
* Request a call back
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Q: Is interest paid on Greystone Bank deposit accounts?
A: Yes! We offer competitive rates on all accounts. Current rates are available by clicking on the desired product tab on this website. Interest is compounded daily and paid quarterly unless otherwise requested.
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Q: What is the maximum penalty for an early withdrawal of a CD?
A: 90 Days Interest. Penalties for monies on deposit for less than 90 days will be calculated based only on accrued interest. It is the policy of Greystone Bank to not invade the initial deposit for penalty. Should the depositor elect to receive quarterly interest payments by check or deposit, the Bank will invade the principal following the first quarter interest payment in the case of early withdrawal.
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Q: How much will Online services cost?
A: There is no charge to view your account information through our online service.
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Q: Is there a cut off time for transactions?
A: The cut off time for posting transactions for any business day will be 5:00 p.m. (Eastern).
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Q: Does Greystone Bank offer bill pay service from money market accounts?
A: No, not at this time.
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Q: Are there restrictions on the number of transactions I can make?
A: Online Banking poses no limits on the number of money market transactions. In keeping with Federal Regulation D, however, Greystone Bank places limits on the number of withdrawals and transfers on money market accounts.
Withdrawal Limitations
Regulation D allows no more than six pre-authorized withdrawals, automatic transfers or telephone transactions per monthly statement cycle (monthly) on Money Market Accounts (MMA). If the withdrawal limits are exceeded three times within a twelve-month period, the account must be closed. The customer will receive warning notices when activity on the account exceeds the allowable amount.
If you are unsure about the restrictions on your accounts, contact
us.
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Q: Can I withdraw interest earned at any time?
A: For a Greystone Money Market Account interest is posted monthly and is available for withdrawal after posting. For a Greystone Bank Certificate of Deposit, interest is accrued/compounded daily and paid quarterly. Interest can be capitalized (posted to the Certificate), credited to a Greystone Money Market account or sent to the Depositor(s) in the form of a check. Special arrangements can be made for CD depositors requesting monthly payment of interest. Please contact us
for further details.
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Q: Can I stop a check online?
A: Yes, however, to expedite the process, we recommend that you
contact us. before completing the online request. Before placing a stop payment online, review the account activity to verify that the item has not yet posted. A stop payment can not be processed if the item has been posted. Verbal requests are good for 10 days. A written or online request must be completed for a stop payment to remain in effect beyond 10 days. Written or online stop payment requests are effective for 1 year. A $5.00 fee will be deducted automatically from your account for each stop payment processed.
To complete the online stop payment request, log in to your account. Select the “Stop Payment” option from the menu. Click on “Enter New Stop Payment” then click on “Accept”. You must accept the Stop Payment Agreement in order to proceed. Complete all stop payment information and click on “Submit”.
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Q: How can I review transactions posted to my deposit account?
A: All transactions posted to your account within the last 75 days may be viewed online. To view click on the account name/number, select the “time period” and “activity display”, then click “go”. Details shown are similar to those on your bank statement. Online banking provides access to your account information 24 hours a day, 7 days a week.
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Q: How do I wire the money to Greystone Bank to fund an account?
A: Note to your Bank (wire Originator): Our wires go through Pacific Coast Banker’s Bank not the Federal Reserve. The wire instructions are as follows:
* Wire to: Pacific Coast Banker’s Bank, 340 Pine Street, Suite 401, San Francisco, California 94104 * ABA # : 053112628
* Account Name: Greystone Bank * Account Address: 4700 Falls of Neuse Road Suite 190 Raleigh, NC 27609 * Account Number: 053112628
* Special Instructions: > With further credit to: The name of the account’s Primary Applicant. (i.e. John Q. Smith, Account # 12345)
* We will provide you with an account number to be included in the Special Instructions.
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Q: Will I be able to print statements?
A: Yes. You have the ability to print statements in Online Banking by clicking on Accounts and then “Statements”, and then selecting the desired statement to view and print.
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Q: How do I order/reorder checks?
A: You may request additional checks through the Secure Messaging feature of Online Banking or contact us.
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Q: Are images of the checks I have written available to view and print through the Online Banking?
A: Yes! To view check images click on “Accounts”, “Accounts Overview”, select the account, time period and activity display. You should see the check image, both front and back. Click “print” to create your own copy.
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General FAQ’s
Q: What are the System Requirements for gaining access to my Greystone Bank account information?
A: You will need a PC with Internet access and a Web Browser that supports 128-bit encryption. Your Web Browser product must also be able to handle SSL protocol, JavaScript, and be enabled for “cookies”. Contact your specific Web Browser manufacturer if you are not sure about whether you have these capabilities.
Examples of Web Browsers supporting 128-bit encryption are:
* Internet Explorer version 5.01 and higher (Windows 2000, NT, XP and Windows 98).
* Netscape Navigator 7.2 (Mac OSX, Windows 2000, NT and Windows 98)
* Firefox (XP only)
For best results, we recommend that you upgrade to the newest versions of your Web Browser product. This can be done by visiting the website of the manufacturer of Web Browser product (i.e. Visit the Microsoft website for Internet Explorer usage and visit the Netscape website for Netscape Navigator usage, etc.).
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Q: What Internet Service Provider (ISP) do you recommend?
A: Greystone Bank does not recommend any specific ISP. Any provider that can offer a secure server link to our website will work. One advantage of online account access is that you can access your Greystone Bank accounts from any location. If you travel often, you may wish to choose an ISP with the ability to connect you on a nationwide or worldwide basis.
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Q: Can I download information to my financial management software?
A: No, Online Banking transactions can not be downloaded to financial management software programs at this time.
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Q: Can I access Online Banking directly from Quicken?
A: No. This feature is not available at this time.
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Q: What is .QIF?
A: QIF stands for Quicken Import File.
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Q: How should I set my password?
A: When you first enroll in Online Banking, we will send you a temporary password. The first time you log in to your account, you’ll be prompted to change the password. You will be prompted to change your password every 90 days. Except for the temporary password, your password will never be known to Bank personnel. Follow these guidelines:
* Your User ID must be at least 8 characters in length, and cannot exceed 32 characters.
* It also must contain at least two (2) alpha characters AND at least two (2) numeric characters.
* Please note that your chosen User ID is case sensitive, thus a mix of upper and lower case characters is acceptable.
* You will be prompted to change your password the first time you access Online Banking.
* You should not use passwords associated with commonly known personal identification such as social security numbers, your name, children's names or birthdates.
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Q: How do I get my User name and Password?
A: Upon opening your account, Greystone Bank will send you a Welcome Letter indicating your new Username and Password. You will also receive an Online Banking Terms and Conditions statement with your letter. Your first use of Greystone Bank service will signify as your agreement to the online banking disclosure.
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Q: My password doesn't work. What should I do?
A: If you know your password, make sure to check your caps lock key. Passwords are case sensitive. Also, please be sure your username is entered correctly. If you still are unable to login successfully, contact us for a new password.
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Q: I share a deposit account with someone else. Do we both need to enroll or can we share the same log-in ID?
A: Since every customer has a unique relationship with our bank, each owner on an account will be assigned an individual log-in ID and Password. This allows us to distinguish between users and to tailor access to your needs. When new customers open an account at Greystone Bank, they will be provided with individual ID’s, Temporary Passwords and instruction regarding the online access to their account(s). Each individual will be instructed to reset their password when they first access their account profiles.
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Q: How often will I be requested to change my password?
A: Every 999 days.
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Q: How do I change my Password online?
A: Choose "Customer Service” and “change password”. Enter your “current password”, a “new password” and your new password again for confirmation. Click “Submit”. Your new Password becomes effective immediately for Online Banking.
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Q: How many consecutive unsuccessful logon attempts does the system allow?
A: Three unsuccessful logon attempts during one session will disable your password. You will see the message “Too many failed logins”. If you receive this message, please contact us 24/7 to reset your password. For security purposes, we cannot e-mail a new password to you.
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Q: Is it safe to enter my Password online?
A: Yes. Thanks to 128-bit encryption, sending and receiving information online is reliable. Encryption helps keep information private (such as your Password or the transactions you perform) between the bank's computer and your Internet browser.
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Q: How secure is e-mail sent to CustomerSupport@GreystoneBank.com?
A: Email is NOT secure. However, most account questions can be answered via email as long as you do not need to reference secure account information such as passwords, account numbers or social security numbers. If you must reference secure account or personal information, we would advise you to use the “Contact Us” feature accessible through your Customer Service page.
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Q: Is the Internet safe and secure for online banking?
A: A: Yes. This is a common concern with banking and commerce on the Internet. Data on the Internet is safeguarded by encryption as it moves between systems. Data residing on a system can only be accessed by using an authorized username and password. Any kind of breach in the security of our systems would be a serious business issue for the Bank. Our success depends on our ability to manage these systems safely and to continue to earn your trust as our customer. Please be assured that we will take every measure possible to protect the financial information and resources you have entrusted to us. You can help safeguard your information and the banking systems by protecting your Username and Password. A proper combination of your Username and Password is the only way to get access into your account. Please be careful to keep this information secure.
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Q: How safe is Online Banking?
A: Online Banking uses 128-bit encryption, one of the most advanced technologies available for safeguarding your online banking. Encryption is a process that transforms sensitive information into a string of unrecognizable characters before they are sent over the Internet. Encryption helps provide a secure channel for data transmission to keep information private between the bank's computer system and your Internet browser.
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Q: Why is it important to select “Sign Off” when I am finished using online banking or when I walk away from my computer?
A: An “active session” with Online Banking begins when you log in to your account using your secure username and password. If you walk away during an active session, someone else may be able to use your computer to perform transactions involving your account or gain secure information regarding you or your account. Our system will sign you off after 10 minutes of inactivity.
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Q: Who do I contact for Technical Assistance?
A: For technical assistance, you can contact us 24/7 at (866) 558-4262. Or you can send us an email to CustomerSupport@GreystoneBank.com. Make sure to leave us your contact information so that we can respond to your inquiry. Once we have established the problem, we will contact our technical support team to address your questions and then get back to you with the answers. However, if you sign off every time, you decrease the exposure window.
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Loan-Related FAQ’s
Q: How do I find out more about your loan services or specific detail regarding loans thru your affiliate companies?
A: If you have reviewed the loan information on our web page and want further details please contact via email at customersupport@greystonebank.com, or call toll free at (866) 558-4262.
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