Frequently Asked Questions
| Lee Bank Online Help - Frequently Asked Questions |
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| What browser should I be using?
For this online service we recommend that you use one of the
following browsers: Mac 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: |
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| 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. |
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| 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. |
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| 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. |
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| What monitor setting should I use?
This site is best viewed with a monitor display setting at a minimum of 800 x 600. |
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| 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. |
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| 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. |
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| 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. |
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| 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. |
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| 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. |
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| 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: Macintosh 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. |
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| 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. |
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| 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. |
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| 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. |
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| 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. |
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| 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. |
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| 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. |
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| 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. |
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| 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. |
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| 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:
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| 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. |
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| 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. |
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| Why do I lose statement
information?
Statement information is only stored and displayed for a
limited time period. |
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| 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:
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| 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. |
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| 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. |
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| 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. |
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| 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. |
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| Do I need an e-mail account
to use the Message Center?
No, you don't need an e-mail account to use Messages. |
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| 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. |
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| What if I have
additional questions?
Please contact Customer Service at 800-392-3263. |
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