FAQs

eStatement Enrollment

How do I enroll in eStatements?
If you are an existing Online Banking customer, simply login and at the Accounts page select Statements on the sub-menu. When the Statement Search screen loads, click the link titled: Manage eStatement Preferences.

Once the Manage eStatement Preferences screen loads, click on the edit button located near the bottom of the screen. Select the accounts for which you no longer wish to receive a paper statement.

If you are not yet enrolled in Online Banking, call your nearest branch and ask for customer service.

Lending Questions

What types of loans do you offer?
Our bank offers a full spectrum of loan services from consumer to mortgage to commercial. Our goal is to provide you with the lending products you need for your financial situation. Visit our Lenders page to learn more and/or to apply for a loan.

Can I apply for a loan online?
Yes. We now provide customers the convenience of online loan applications and for mortgage loans, you can possibly even be preapproved. Click here to complete and submit a loan application.

What information should I bring to a loan request interview?
If you are applying for a home mortgage loan, we request that you bring a government issued photo ID, social security number, two current years tax returns, and either your most recent W-2 or a recent paycheck stub. If you are applying for a consumer loan, we request that you bring a government issued photo ID, social security number, and either your most recent W-2 or a recent paycheck stub.

Can I have my loan payment debited from my checking or savings account each month?
Yes. Automatic debit is a convenient way to make your loan payments. You can set it up by completing one simple form. To get a form, give customer service a call at your nearest banking office or e-mail us at info@jacksonvillesavings.com and we will get a form in the mail to you.

Deposit Questions

What types of deposit accounts does Jacksonville Savings Bank offer?
We offer checking, savings, money markets, certificates of deposit, individual retirement accounts, health savings accounts, even Christmas Clubs! Visit the Personal Checking, Personal Savings, and/or the Business Services page to learn more about our accounts. Our Customer Service staff is ready to assist you. If you have any questions, give them a call at your nearest banking office. Or click the Contact Us link on any of the pages referenced above or e-mail us at info@jacksonvillesavings.com.

What is the bank’s routing and transit number, also known as the ABA number?
If you are setting up direct deposit or an automatic payment, reordering checks, or preparing a wire transfer, you may be asked what your bank’s routing and transit number is. Our number is 281271137. You’ll find it on the bottom of your checks. The sample check below demonstrates where you can find the number on your check and what the other numbers MICR encoded on the bottom or your check represent. Image of a check for website FAQs.jpg

Does the Bank offer any deposit accounts designed specifically for students?
We offer a Free Checking account, which works well for students and many other customers. With Free Checking there is no monthly service charge regardless of your balance. Plus your first order of checks is free. Visit our Personal Checking page to learn more about the Free Checking account as well as our other checking accounts.

Do I need to come into the Bank to open a deposit account?
Yes. Due to the Customer Identification Program established by the Bank Secrecy Act, all financial institutions are required to positively identify their customers prior to initiating an account relationship. At this time, we are still requiring customers to come to the bank to open an account.

What information should I bring to a new accounts interview?
To open a new deposit account, we require that you provide us with a valid government issued photo ID, social security number, and any contact information.

How much money do I need to open an account?
The amount required as an opening deposit varies with each deposit account. For most checking and savings accounts the minimum opening deposit is $50.00. You will find all the details on the Personal Checking, Personal Savings and Business Services pages.

How can I reorder checks for my checking account?
To make it convenient for you, we have three different ways for you to use to reorder checks. You may call any of our Customer Service Departments at any time to reorder checks. Or, you may return the reorder slip provided with your checks to any of our Customer Service Departments. Or, if you are an Online Banking customer, you may access check ordering from the Other Services page.

Why has a service charge been debited from my account?
Certain deposit accounts have a monthly service charge. This charge varies by deposit account, and monthly service charges range from $0 to $5.95. You will find the specific information on the Personal Checking, Personal Savings and Business Services pages. We will be happy to visit with you about any service charges that appear on your account. Give Customer Service a call at your nearest banking office. Or click the Contact Us link on any of the pages referenced above or e-mail us at info@jacksonvillesavings.com.

Can someone help me to reconcile my deposit account?
Yes. If you need assistance reconciling your monthly deposit account statement, our Customer Service staff is available to assist you. Please bring your account ledger and monthly account statement into your nearest banking office and we will help you reconcile your deposit account. They will want to know the last date at which you had your register in balance with your monthly statement. The fee for account reconciliation is $25.00 per hour.

Why do I have to endorse a check made payable to Cash or Jacksonville Savings Bank?
Customers are required to endorse checks made payable to Cash or Jacksonville Savings Bank so that the Bank can ensure the person cashing the check is the person that is legitimately entitled to the funds. Since a check made payable to Cash is a negotiable item, having the customer endorse the back helps us protect your funds by making sure we are cashing the check for the account owner.

Online Banking Questions

Can I apply for Online Banking online?
You may. Click here to complete and submit an Online Banking application. If you would like additional information about our Online Banking services, visit our See How It Works page.

What browsers are supported?
You should be able to access our website using one of the common browsers suce as Internet Explorer (version 11 is not yet supported), Mozilla/Firefox, Google Chrome or Safari. If you are experiencing difficulty logging in with IE 9 or 10, you may want to try clicking on the compatibility view. Flash will need to be installed on your computer to use Online Banking.

Why am I locked out of Online Banking?
Your password may be disabled for one of a variety of reasons. The most common cause is the CAPS Lock key being in the wrong position when you enter your password. However, there are several other reasons why your password could be disabled. It could be you have not logged in recently. Regardless, we can easily reset your password to get you back onto Online Banking. Please either give us a call at 217-245-4111 or send an email to info@jacksonvillesavings.com.

I am getting a challenge question when I login. Why?
During the initial login process, Online Banking asked you to select and answer three challenge questions. For subsequent login attempts if Online Banking does not recognize the computer you are using, you will be presented with one of the challenge questions you answered. If you are receiving a challenge question you did not answer, that generally means Online Banking does not recognize the login ID you are using. If you cannot remember the answer to your challenge question or you are getting a challenge question you did not select, please call us at 217-245-4111 and ask to speak to someone in Online Banking.

How will I know I’m at Jacksonville Savings Bank’s site and not a fraudulent one?
During the initial login process you chose an image and passphrase. These two items will always appear on the screen where you enter your password. If you do not see your image and passphrase, do not enter your password. Please call us immediately at 217-245-4111.

Can I change my login ID, password, challenge questions and/or answers, image and passphrase?
After you successfully login to Online Banking, you may change your password, image or passphrase under Preferences. If you want to change your login ID or your challenge questions or the answers, please call us at 217-245-4111 and ask to speak to someone in Online Banking.

Is there a fee for using Online Banking?
No. You may view your account balances and transactions, make transfers between accounts, order checks, view statements, and much more all for free. If you wish to pay bills online, you may do so free for three months, and then a monthly service charge of $5.95 will be charged for an unlimited number of bill payments. (Online bill payment can be free with an eChecking account.) Best of all, you can pay anyone with our bill payment system. And usually, you can switch to eChecking without changing account numbers. Check out all the details on the Personal Checking page.

Is Online Banking real-time?
Yes except during our nightly update which occurs generally between 6 and 8 p.m.

Mobile Banking

How do I enroll in Mobile Banking?
It’s really easy once you are an Online Banking user. You simply login to Online Banking, click on the Other Services tab, click the Mobile button on the sub-menu and follow the steps. Click here for a guide to enrolling.

Do I have to have a smart phone to enroll in Mobile Banking?
No, you can use the texting version of Mobile Banking with virtually any text-enabled phone.

Are there fees for Mobile Banking?
Jacksonville Savings Bank does not charge any fees for Mobile Banking. (Depending on the data plan you have with your carrier, standard text messaging and data plan rates may apply. Consult your mobile service provider on specific fees and charges that may apply to you.)

What does SMS mean?
SMS stands for Short Messaging Service. It is also called text messaging.

What number do I send text commands to?
469228. Here's a tip. Add 469228 to your phone's contact list for quicker access. For security reasons, you might want to give it a name only you would recognize.

What text commands can I use with Mobile Banking?
The basic commands are: Bal To obtain balances on all your accounts Stop To cancel Mobile Banking Tran For the last four transactions on your accounts Help For assistance with Mobile Banking Xfer To transfer funds between accounts To learn more about the text commands, click here for the full texting instructions.

Do I need to capitalize my text commands?
No. Text commands are not case sensitive. Sending "bal", "BAL", or "Bal" are all permitted.

How do I access the Mobile Web browser?
When you enroll in Mobile Banking, the second text message you receive will contain a link for the mobile web browser. Click on that link and follow the instructions on the screen.

How do I cancel my mobile banking service?
To cancel, login to your Online Banking account and click the Other Services button. Click on the Mobile button on the sub-menu. Select Un-Enroll and this will deactivate your account.

What happens if I change my phone number?
If you switch to a new mobile number, sign in to Online Banking and click the Other Services button. Click on the Mobile button on the sub-menu. Select Change Login Details. Follow the directions on the page to submit your new information.

What should I do if I lose my phone?
As soon as you are aware that your phone is lost you should login to your Online Banking account and click the Other Services button. Click on the Mobile button on the sub-menu and select Disable Mobile Access. This will deactivate your account. When you find your phone you can then reactivate the service. If you are unable to login into Online Banking, call us at 217-245-4111.

My spouse and I share a user ID for Online Banking. Can we both use Mobile Banking on our phones?
Yes and No. You can share the web portion of Mobile Banking but only one phone number may be set up for SMS Mobile Banking per Online Banking profile. If you both want to use SMS Mobile Banking, then you will have to have separate Online Banking and Mobile Banking profiles.

ATM / Debit Card Questions

How do I obtain an ATM or Debit Card?
The first step is to complete a brief application. Applications are available at all of our banking offices. When customer service receives your completed application, they will review it and make an approval decision. ATM cards are issued at the bank. Debit cards are ordered. The customer normally receives his/her debit card 7 – 10 business days after the order is placed.

What are the limits on my ATM or Debit Card? Can these limits be raised?
The standard daily ATM withdrawal limit is $500 for both the ATM and Debit Cards. The standard daily purchase limit on a Debit Card is $1000. These limits can either be temporarily or permanently raised with authorization from a bank officer. If you feel that you need your limits raised, please contact the Customer Service Department at any of our locations.

Should I use my Debit Card online or over the telephone?
We do not restrict the use of Debit Card transactions; however, please understand that Debit Card transactions are not revocable unless the transaction was unauthorized. Debit Cards transactions are not subject to the level of user protection that many credit cards offer. The process to chargeback an unauthorized item is often very involved and requires appropriate documentation to complete. Likewise, Debit Card transactions cannot have stop payments placed against them. We encourage you to please be cautious when using your Debit Card either online or over the telephone.

What should I do if I notice an unauthorized ATM or Debit Card transaction on my monthly statement?
If you suspect an unauthorized item has cleared your account, you should contact any of our Customer Service Departments immediately. The customer service representative will take your information and put you in touch with a member of the ATM/Debit Card Department who will investigate the transaction. Should it be during non-business hours, please call 1-800-528-2273 to report the situation.

What should I do if I have misplaced my ATM or Debit Card?
If you have misplaced or lost your ATM or Debit Card, please contact a member of our Customer Service team at your nearest banking office. Should it be during non-business hours, please call 1-800-528-2273 to report the lost card. Once a card is reported as lost or stolen, the card is cancelled; therefore, not available for use. We will generally order you a new card.

Wire Transfer Questions

How do I wire transfer funds to another financial institution?
Wire transfers can be initiated through any of our Customer Service Departments. A form is completed with the appropriate information and payment is taken for the funds that are being transmitted. The cut-off time for wire transfers is 2:30 pm, and all wire transfers initiated after that time will be sent the next business day. Generally, wired funds arrive at the receiving financial institution the same business day as long as we receive the wire instructions prior to the cut-off time.

What information do I need to do a wire transfer?
In order to wire transfer funds to another financial institution, we require the ABA routing number or SWIFT code assigned to the financial institution, the customer’s account number at the receiving institution, type of customer account, and the name and location of the receiving financial institution.

Can I initiate a wire transfer over the phone?
Frequent wire transfer customers may choose to initiate wire transfers over the telephone for additional convenience. Wire transfers may be initiated over the phone if the customer comes into the Bank and signs a Wire Transfer Telephone Authorization form. This form gives authorization to the Bank to debit a particular account each time that a wire transfer is initiated. Once the form has been signed, a customer may call any of our Customer Service Departments and initiate a wire transfer after giving the code word supplied on the Wire Transfer Telephone Authorization form.

Is there a fee for a wire transfer?
Yes. For a wire transfer within the U.S., the fee is $20.00. The international wire transfer fee is $35.00. There is no fee for incoming wires.

Other Services Questions

Can I do a Cash Advance from my credit card at the Bank?
Cash Advance services are offered at all of our locations with the exception of the West State drive-up in Jacksonville. We have the capabilities of initiating Cash Advances from both Visa and MasterCard credit cards. Customers of the bank are not assessed a fee for cash advances. To initiate a Cash Advance please present your credit card and government issued photo ID to any of our Tellers for prompt and reliable service.

Does the Bank issue credit cards?
The Bank does not directly issue credit cards; however, the Bank does refer its customers to a third party vendor that issues Visa credit cards. All decisions regarding the Élan credit cards are made by the Élan Corporation. If you would like a credit card application, please call any member of our Customer Service team.

Can I apply for a job online?
Not at this point in time. But you may stop by any of our banking offices and pick up an application.