Lee Bank Online Help -
Frequently Asked Questions


Access Issues
What browser should I be using?
Does this site support interactive TV like WebTV?
Why can't I see the Back button on my browser?
What modem speed do you recommend?
What monitor setting should I use?
How does this online service use cookies?
Why does my session time out?


Payees and Payments

Whom can I pay?
What does it mean if a Payee is listed in the status column as "pending" on the Payees screen?
When can I schedule the first payment to a new Payee that I just set-up?
How secure are my online payments and information?
How far into the future can a scheduled recurring payment or transfer be made?
How do I delete a payment that I scheduled for today?
When are payments and transfers actually processed?
What if I make payments before midnight but log off after midnight?
When are Transfers (between your accounts at our institution) completed?
What happens if I have insufficient funds to cover a payment?
What if my payment is late, and I am charged finance charges?
What happens if I schedule a payment that falls on a Saturday?
What is the Payment Guarantee?


Transfers

How can I transfer funds to an account at another financial institution?


Accounts and Balances

How many accounts can I access?
Why do I lose statement information?
Why won't my balance change when I click Reload on my browser?


General Functionality

Do I get a receipt from each transaction?
What action generates the Session Summary Report?
How do I export my financial information to Money or Quicken?
How can I print pages?


Customer Service

How can I update my information?
Do I need an e-mail account to use the Message Center?
How do I get more help during a session?
What if I have additional questions?

What browser should I be using?

For this online service we recommend that you use one of the following browsers:

Windows

  • Netscape Communicator 4.79
  • Netscape 7.02
  • Microsoft Internet Explorer 5.0
  • Microsoft Internet Explorer 5.5
  • Microsoft Internet Explorer 6
  • AOL 8.0



  • Mac
  • Netscape Communicator 4.79
  • Netscape 7.02
  • Internet Explorer 5.1


  • NOTE: With IE 5.5, users sporadically will receive "Security Alert" and "Security Information" messages. These messages are not exclusive to this Web site. The problem stems from IE 5.5 not recognizing the use of some Dynamic HTML as secure which is a departure from previous versions of IE. Understandably, these browser messages can be rather unsettling; however, in no way are these messages indicative of a compromise in the stringent security standards employed by this Web site. We are committed to providing the securest operating environment possible, using multiple layers of security including a 128-bit encryption SSL to protect your financial information and privacy.

    In most cases, the Netscape or Internet Explorer browser can be found either on the desktop or under Windows Start - Programs. If you do not have Netscape or Internet Explorer on your computer, you can download the latest versions of either for free at the following Web addresses:
  • Netscape: http://home.netscape.com/download/index.html
  • Microsoft Internet Explorer: http://www.microsoft.com/windows/ie/download

  • Does this site support interactive TV like WebTV?

    Our online banking service does not currently support interactive TV because TV browsers may not conform to generally accepted Web standards, resulting in inconsistent online sessions.

    Why can't I see the Back button on my browser?

    You may need to set up your browser to show the toolbar. In Netscape Navigator, choose Options and Show Toolbar. In Internet Explorer, choose View and Options, and then select the General tab. Under the Toolbar section of the screen, check the box next to Standard buttons.

    What modem speed do you recommend?

    This service recommends using a modem speed of 28.8 or higher; however, the speed at which you actually connect to the Internet may vary. In addition, performance results may vary when using cable modems due to differences in duplex technology offered by cable providers.

    What monitor setting should I use?

    This site is best viewed with a monitor display setting at a minimum of 800 x 600.
     
    How does this online service use cookies?

    In order to provide optimal security, performance and reliability, this service requires that cookies be enabled on your Web browser. Cookies are a small piece of information that a Web server can store on your browser so the system recognizes your actions during a session.

    As you browse the Web, some cookies are "set" on your Web browser. For example, cookies are used to store preferences you have requested on frequently visited Web sites. When you close your browser, some cookies are stored in your computer's memory in a cookie file, while some expire immediately. All cookies have expiration dates.

    Cookies cannot be used to obtain data from your computer, get your e-mail address or access sensitive or personal information. The only way that any private information could be part of your cookie file would be if you personally provided that information to a Web site. Also, each cookie can only be read at the site where the cookie was created.

    Why does my session time out?

    If your online session is inactive for six minutes (that is, if you have not submitted any transactions or clicked on any new pages), you will receive a pop-up message, warning that you will be logged off in two minutes if there is no further activity. Clicking "Continue" upon receiving the message will allow you to proceed with your online banking activity and will refresh the system for another eight-minute cycle. After receiving the third consecutive inactivity warning, the system will automatically save any transactions you made and terminate the session. The online service is designed this way to provide you with maximum security in case you forget to log out.

    Whom can I pay?

    You can pay virtually anyone in the United States--from national bank cards, mortgage companies, auto loans, and department stores to the newspaper carrier. Payees that are not eligible for payment through this service include governmental agencies, including but not limited to, the Internal Revenue Service, all state and local tax authorities, collection agencies, as well as recipients of court-ordered payments like child support or alimony. However, payments to government agencies for utilities such as water are permitted. Also not eligible for payment are any organizations or individuals outside of the United States.

    What does it mean if a Payee is listed in the status column as "pending" on the Payees screen?

    After you have added a new payee, the payee may appear as "pending" for several days until the information you provided, such as address and account number, can be verified. Often the new Payee is identified and verified within seconds or minutes. In other cases, this process may take up to 3 business days. You will only see the "pending" status in the Payee list when the verification of a newly added Payee is in progress. Verifying the Payee information is critical to the Payment Guarantee.

    When can I schedule the first payment to a new Payee that I just set-up?

    You may set-up a Payee and schedule the first payment in the same session. If the new Payee is verified immediately, you may schedule a payment according to standard payment guidelines and as a "today" payment that will be processed the next business day. [ Note: You will see "Available" status displayed in the Payee list.] If the new Payee is not verified immediately, you may still schedule a payment to the new Payee within the same session, however, the payment must be scheduled a minimum of 8 days in advance of the intended payment date or due date. The system will not allow you to schedule payments sooner than 3 business days from the session date until the Payee is verified and available. [This extra time for the first payment allows 3 days to verify the Payee and 5 days to process a check payment if applicable.] Once the Payee is verified and "Available", standard payment guidelines will apply to the new Payee. [See the FAQ below "When are payments and transfers actually made?"] We encourage you to go back online into the bill payment service to check on the status of any payments you schedule to a "Pending" Payee. If for any reason the Payee information cannot be verified or is in some way incorrect, you will be notified via this online messaging service so that you may correct the Payee information and reschedule a new payment.

    How secure are my online payments and information?

    Security begins with your browser session. To protect transactions, we only accept logins originating from a browser that supports the highest level of encryption (128-bit). Encryption prevents transactions from being read by unauthorized parties over the Internet. We recommend that you use one of the following browsers for this service:

    Windows

  • Netscape Communicator 4.79
  • Netscape 7.02
  • Microsoft Internet Explorer 5.0
  • Microsoft Internet Explorer 5.5
  • Microsoft Internet Explorer 6
  • AOL 8.0



  • Macintosh
  • Netscape Communicator 4.78
  • Netscape Communicator 4.79

    It does not matter whether you have 40-bit or 128-bit encryption because we will create a 128-bit encrypted session for you. For more information about security, click here.
  • How far into the future can a scheduled recurring payment or transfer be made for?

    Recurring transfers and payments can be scheduled for up to 40 years from Today's date. After the recurring transfer or payment is scheduled, only the next transfer or payment in the recurring cycle will be displayed in Online Activity.


    How do I delete a payment that I scheduled for today?

    If you are still in the same session during which you scheduled the payment, you can delete it from the scheduled payments list. If you have exited the session, you cannot delete the today payment because the transaction has already been completed.

    When are payments and transfers actually processed?

    Today payments scheduled prior to 12:00 midnight are debited from your account (deducted) the same day. They are processed and sent to the Payee (electronically or by check) the next business day Monday through Friday.

    Scheduled payments are debited on the same day as their send date, and processed either on the scheduled payment send date or on the next business day. If the send date falls on a Saturday, Sunday or holiday, the payment will be processed (sent to the Payee electronically or by check) on the next business day.

    Payments to electronic merchants must be scheduled 2 business days before the payment due date. Payments to merchants who cannot accept electronic payments must be scheduled 5 business days prior to the due date.

    Please note: Payments scheduled as "Today" payments are sent out the following business day.

    What happens if I make payments before midnight but log off after midnight?

    You must complete your transactions and log off prior to midnight for the transactions to be processed as Today payments that will be sent out the following business day.

    Example: You schedule a "Today" payment at 11:45 p.m. on a Thursday and log-off the banking and bill payment service at 11:52 p.m. Your payment will be sent out on Friday, the next business day.

    When are Transfers (between your accounts at our institution) completed?

    "Intra-bank" transfers, between your accounts at our institution, are executed the same day. The available balances are adjusted on both accounts the same day of the transfer. For example, the available balance in the "from" account is decremented and the available balance in the receiving account is incremented immediately.

    What happens if I have insufficient funds to cover a payment?

    This online service will confirm a today transaction only if you have sufficient funds in your funding account to cover it. Future-dated transactions are stored by the system, but the funds are not debited from your account until the scheduled transaction date. If a payment fails due to insufficient funds, an online banking message will be sent and this service will automatically attempt to retry the payment on the next business day. If the payment is successful on the next business day, no further notification is sent. If the payment fails on the retry, a second online banking message will be sent.

    What if my payment is late, and I am charged finance charges?

    If we tell you to schedule the payment 2 business days before the due date, and you scheduled the payment 3 business days before its due date and the payment was still late, then we will take the responsibility. On the other hand, if you did not schedule the payment the required number of business days before the due date, you will be responsible for any late fees. Be particularly aware of mortgage due dates and bank holidays.

    What happens if I schedule a payment that falls on a Saturday?

    Payments scheduled on Saturday, Sunday or holidays will be debited on the same day as their send date, and processed next business day. The payment will be made on the next business day. The following table shows the timing for each type of Online Banking payment.

    Frequency Timing Example
    Weekly 7 calendar days from the start date Start date: Friday, April 11
    Next payment: Friday, April 18
    Bi-weekly Same day of week every 2 weeks (14 days from the start date) Start date: Friday, April 11
    Next payment: Friday, April 25
    Monthly Same date every month.

    If the start date is on the 29th, 30th, or 31st day of the month and the number of days in the payment month is less than the start date, then the next payment will be made on the first business day of the following month.

    Start date: Friday, April 11
    Next payment: Monday, May 12

    Start date: Monday, March 31
    Next payments: Wednesday, May 1
    Monday, June 12

    Start date: Wednesday, Jan. 29
    Next payment: Monday, March 3
    Tuesday, April 29

    Semi-monthly Twice a month.

    If the start date is less than 15, add 14 to it.

    If the start date is greater than 14, subtract 14 from it. If the subsequent payment date is still greater than 14, the payment day is set to 14.

    If the start date is less than 15:
    Start date: Wed., April 2
    Next payment: Wed., April 16
    Next payment: Fri., May 2

    If the start date is greater than 14:
    Start date: Wed., April 30
    Next payment: Wed., May 14
    Next Payment Wed., May 28

    Quarterly Same date every 3 months Start date: Fri., April 11
    Next payment: Fri., July 11
    Semi-annually Same day of month every 6 months Start date: Fri., April 11
    Next payment: Fri., October 11
    Annually Same day of month once a year Start date: Fri., April 11
    Next payment: Mon., April 13

    What is the Payment Guarantee?

    If a properly scheduled payment is not received and posted on time by the payee, we will attempt to have any late fees or assessed finance charges removed. If the merchant is unwilling or unable to remove them, the fees and finance charges will be paid directly to the merchant. Your account will be noted appropriately to ensure that the situation does not negatively impact your credit rating. (NOTE: Please see the for important information on the limitations of reimbursable fees and finance charges.)

    The Payment Guarantee applies to late fees and/or finance charges associated with the late posting of a payment, provided that the following conditions are met:

    1. The payment was scheduled to be paid at least two or five business days prior to the due date, excluding any grace periods. (The one exception to this guideline is that mortgage payments should be scheduled to be paid on or before the due date. For example, a mortgage payment due on July 1st, with a 15-day grace period, must be scheduled for processing by no later than July 1st). Two-day payments are remitted to electronic merchants, and five-day payments are remitted to check merchants. Please note, "Today" payments are not actually processed/remitted until the following business day. The "today" payment date is Day 0 (this is the debit date). The payment processing date (the next business date when the credit is remitted) is actually Day 1.
    2. The payment was not made to an excluded merchant (see list below):
      • Tax entities*
      • Collection agencies*
      • Court-ordered payments such as alimony, child support, speeding tickets, etc.*
      • Payments to payees outside of the United States*
      • Payments to payees located in the Armed Forces Postal Codes such as AE and AP
      • Payments to settle securities transactions
      • Payments to payoff "special financing" transactions
      • Unprocessed payments due to debit failures
        *Payments to these merchants are not permitted through this service.
    3. The information supplied by you is correct (payee name and address, your name and account number as it appears on the payee's records).

    How can I transfer funds to an account at another financial institution?

    How can I transfer funds to an account at another financial institution? Simply click on the Transfers tab and then click on the "add interbank account" option. Complete the form to add an account from another financial institution to enable an interbank transfer. You must complete a separate form for each account that you would like to set up for transferring purposes. It is important to note that you will not receive balances or account statement for these accounts. They can only be set up for the purpose of transferring funds.

    How many accounts can I access?

    You can access the accounts that were designated when you signed up for this service. You also may be able to add additional accounts if they are available by contacting your branch. In addition, you can set up accounts at other financial institutions in order to transfer funds. Simply click on the Transfer tab and then click on the "add interbank account" option. Complete the form to add an account from another financial institution to enable interbank transferring.

    Why do I lose statement information?

    Statement information is only stored and displayed for a limited time period.

    Why won't my balance change when I click Reload on my browser?

    You must click the Update Balance button to get the information. If you still experience a problem, try emptying your browser's cache file.

    To clear your cache in Internet Explorer:

    1. Under the Tools menu, select Internet Options.
    2. Select the General tab.
    3. In the Temporary Internet Files area, click Delete Files. Click OK in the pop-up box.
    4. In the History area, click Clear History. Click OK in the pop-up box.
    5. Click OK on the main Internet Options screen.
    6. Close your browser and then restart.
    To clear your cache in Netscape.
    1. Under the Edit menu, select Preferences.
    2. Under categories, expand Advanced.
    3. Select Cache.
    4. Select Clear Memory Cache, then click OK in the pop-up box.
    5. Select Clear Disk Cache, then click OK in the pop-up box.
    6. Close your browser and then restart.

    Do I get a receipt from each transaction?

    A reference number is displayed after you complete a transaction. This is your electronic receipt. The reference number is a record that transactions were accepted and will be processed, so you may record this number. Your statement will also include all of your online transactions. Print your statement for a paper receipt.

    What action generates the Session Summary Report?

    Clicking on Exit after you have completed transactions within a given session (log in to log out) will automatically pop-up the Session Summary Report.

    How do I export my financial information to Money or Quicken?

    When you have completed transactions or reviewed your statement and you are ready to export the data, refer to the instructions on the Export Data page. To review the instructions now, click here.

    How can I update my information?

    By clicking on the Profile tab, you can access screens to change your Internet Email Address, Password, User ID and Personal Authentication Information. To change your address or telephone number with this service, please send a message with the pertinent information to Customer Service by clicking on the Messages buttons in the navigation bar.
    Do I need an e-mail account to use the Message Center?

    No, you don't need an e-mail account to use Messages.

    How do I get additional help during a session?

    You can always get assistance simply by calling Customer Service at 800-392-3263 during business hours.

    What if I have additional questions?

    Please contact Customer Service at 800-392-3263.