Frequently Asked Questions
Q What is Online Banking?
A Online Banking is a real-time online system that allows our customers a secure and convenient way to access their Provident accounts via the Internet.
Q What happens if I forget or lose my ID or Password?
A If you lose/forget your ID or Password, you may call the Customer Care Center and with proper verification, your ID and Password will be restored or reset.
Q How secure is Online Banking?
A 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, please contact the Customer Care Center immediately. It is also important for you to keep your virus and spyware protection software up to date.
Q What Banking Transactions Can I Perform with Internet Banking?
A Internet Banking allows you to manage your accounts and banking transactions more closely and it gives you greater control over balances, bill payments and deposits:
- View information about your account balances and transactions
- Transfer funds between your accounts
- Pay bills to virtually anyone in the United States
- E-mail Customer Care Representatives anytime for information on products and services
- Download transactions from Internet Banking into other financial management software such as Microsoft® Money and Quicken®
Q What Do I Need to Start Using Internet Banking from Sterling National Bank?
A All you need to start banking online is a Sterling National Bank account, a computer with Internet access and a browser that supports 128-bit encryption to help keep your online banking private. Unlike some PC Banking programs that require specific software to be loaded, Internet Banking can be accessed at any computer with Internet access; there's no special software needed. Once you sign up, you will be able to access Internet Banking anytime from Sterling National Bank’s homepage www.providentbanking.com.
Q How Does Internet Banking Compare with PC Banking?
A You can only access PC Banking from a PC that has the specific software installed. With Online Banking, you can access the service at any computer with Internet access, and it does not require special software.
Q What happens if I don't log off of the system?
A Provident Internet Banking has a 10-minute time-out feature. If you are logged in for 10 consecutive minutes without using the program, you will have to log in again to resume banking. Remember, it is critical to log out of each internet banking session by clicking the 'log off' icon located in the upper right corner of your screen. If you only click the 'x' icon you will not be properly logged out and others may have access to your account(s).
Q How much does Provident Internet Banking cost?
A Provident Internet Banking is FREE to all Sterling National Bank account customers.
Q Is It Safe to Enter My Password Online as Part of the Signup and Registration Process?
A Thanks to the sophistication of 128-bit encryption, sending and receiving information through Online Banking is more reliable with this level of support. Encryption helps keep information private (such as your password or the transactions you perform) between the bank's computer and your internet browser. When you register for Internet Banking, you will be able to check your browser through our Browser Check to insure it supports 128-bit encryption. If it does not, we will supply a link to another website for you to quickly download this level of encryption.
Q What happens if I forget my Provident Internet Banking Password?
A You are allowed 3 attempts to enter your password. If unsuccessful after the 3rd attempt, you will be locked out of Provident Internet Banking. Access may be regained by calling Sterling National Bank's Customer Care Center during regular business hours at 845-369-8551.
Q When viewing my current transactions, why do I see electronic transactions and Provident Online Banking transfers duplicated?
A You may see the electronic transactions, which include Provident Internet Banking transfers, twice during our "end of day processing. End of day processing is required for your transactions to be updated. This process begins each banking evening and lasts several hours. The duplicate transactions will disappear at the end of the processing day.
Q Whom can I pay through Online Bill Payment?
A You can pay anyone in the United States, from the next door neighbor, to the utility company, and even a child in college across the country. Once you have set up the vendor/merchant, you can look at the "View Payees List" screen and the payee type will tell you if it is an electronic payment or check.
Q When will the money be taken out of my account?
A Electronic payments are deducted from your account on the payment date. Payments made by check will be deducted from your account when the draft reaches our bank, the same as if you had written the check yourself.
Q How late in the day can I enter, edit, or delete a payment?
A Bill Payments are processed at 12:00 am and 12:00 pm on the scheduled payment date. Payments entered after noon will be processed the following day.
Q What happens if I have a scheduled payment that falls over a weekend of holiday?
A Scheduled payments that fall over a weekend will be processed on Friday at 12:00pm. Any new payments that are scheduled over the weekend, for the current weekend, will be processed on Monday. Holiday processing is done the day before the holiday.
Q Can I use Online Bill Payment if I live outside the United States?
A Yes, As long as you have a bank account in the United States. However, you cannot pay bills to payees located outside the United States.
Q How long is history retained in the "View Payment History" section?
A Payment History records are kept indefinitely.
Q Can I use Internet Banking to Pay My Existing Sterling National Bank Loans, Line of Credit and Mortgage Payments?
A Absolutely, and with Internet Banking, you can get your Sterling National Bank payments paid faster! Simply transfer funds from one of your Sterling National Bank accounts (checking, savings, etc.) to the account you wish to pay. You don't even need to utilize the Bill Payment function to pay Sterling National Bank bills. Transferring funds will get your Sterling National Bank loans and lines paid faster!
Q Can I Set Up Recurring Payments through Bill Payment?
A Sure! You can set up payments to occur on any date or timeframe you specify: Weekly, monthly, quarterly, twice a month, twice a year, the choice is yours! Simply click on "Pay Bills" to set up your recurring payments. Your payments will be sent automatically within one business day and at the frequency you choose.
Q What Proof Do I Receive for Bill Payments Made Through Internet Banking?
A Once your online bill payments or transfers have been confirmed, a reference number will be provided as verification that your payment has been accepted. You can refer to the number by clicking on the Process Date of a specific payment in the Payment History. If you have any questions or problems, contact our Customer Care Center at 855-274-2801 during regular business hours.
Q What if I Make a Payment to the Wrong Payee? Can I Cancel or Stop the Payment?
A If you scheduled a payment to be processed immediately, you may not be able to stop the payment. Any other scheduled or recurring payments may be canceled if done within one business day before the process date. For additional information contact our Customer Care Center during regular business hours at 855-274-2801.
Q How Will I Know if My Payees Received Payments Through Bill Payment?
A You are provided a reference number for each scheduled payment you confirm. The reference number is your proof that the payment will be processed. To verify that your payee credited your account, simply review your next bill from them to verify that the payment was received.
Q How many payees may I have set up?
A There is no limit to the amount of payees you can set up through the system.
Q What are the fees associated with Online Bill Payment?
A It's Free!
Q What browsers can I use with Internet Banking?
A Visit http://info.netteller.com/go/supported-browsers to view compatible browsers.
Q How do I know if my browser utilizes 128-bit encryption?
A You will need to check your security preferences within your browser software. Each browser is different. For Internet Explorer, you can go to Help | About to determine your encryption level. Otherwise, you must be on a secured site to check the encryption. The settings are typically found under the File, Preference option on your toolbar. For Netscape Navigator, select Options from your toolbar and then Security Preferences. Next, click the Configure button next to SSL v2 and SSL v3. For Netscape Communicator, select the Security Icon and then click on Navigator. Next, click the Configure SSL v2 and SSL v3.
Q Do I need to have "Cookies" enabled to use Internet Banking?
A Yes, your browser must accept "Cookies" to utilize this service.