Customer Support

Fraud Alerts

Fraudulent Phone Calls - June/July 2014

Customers have recently reported receiving calls from someone claiming to be from The Bank of Fayetteville. The caller ID identifies the call as being from The Bank of Fayetteville; however, the call is fraudulent. The call is a recording about interest rates and the call is phishing for information from the customer. The Bank of Fayetteville does not initiate calls pertaining to interest rates and we will never call to ask you for your debit card number, SSN, DOB, or any other sensitive information.

PF Chang - June 2014

Customers who have been affected by the breach have been notified via letter. We are continuing to monitor the situation. Please click here for more information.

Heartbleed Bug - April 2014

Preliminary assessment indicates The Bank of Fayetteville's web-facing systems unaffected.


"Heartbleed," is a recently discovered and very serious bug found in OpenSSL--encryption used in many websites to protect sensitive data such as emails, passwords or credit card data. Protecting your personal and financial information is our top priority and there is no indication that any of our web-based systems are at risk. We are working with our critical business partners to ensure their systems are secure as well.


What You Can Do

An easy way to analyze the security of a website is to use the free Qualys® SSL Labs SSL Server Test. Simply enter a domain name and this tool will respond with an F grade if the Heartbleed vulnerability is present.


If you are using any websites known or suspected to be vulnerable to Heartbleed, please monitor your related accounts for suspicious activity. After the vulnerable website is patched, make sure to change your password for the accounts. If you change your password before the patch, your new password will still be at risk.


If your financial institution hosts Internet banking or other SSL-enabled Web servers, please evaluate your systems for the Heartbleed vulnerability, remediate it and replace SSL certificates as soon as possible.

Harbor Freight – Feb 2014

The Bank of Fayetteville has been notified of a network intrusion that has put Visa debit and credit account numbers at risk. The unauthorized access took place in Harbor Freight Tools' stores in the United States between May 6, 2013 and June 30, 2013.

The reported incident involves confirmed unauthorized access to Harbor Freight Tools' transaction processing system, which exposed customer information that included customer names, credit and debit card numbers, card expiration dates, and the three-digit security codes (CVV/CVC codes) located on the magnetic stripe on the card.

Please monitor your account closely, and if you discover fraudulent activity on your current Bank of Fayetteville debit card, please contact the bank at (479) 444-4444. We will then follow our normal procedure in processing the fraudulent activity.

Target – January 2014

On January 13, 2014 Target released an e-mail update regarding the November-December breach. As part of their ongoing investigation, Target has learned that additional information, including name, mailing address, phone number or email address, were also taken.

Target is offering one year of free credit monitoring to all Target guests who shopped in U.S. stores, through Experian's® ProtectMyID® product which includes identity theft insurance where available. To receive your unique activation code for this service, please go to creditmonitoring.target.com and register before April 23, 2014. Activation codes must be redeemed by April 30, 2014.

If you were a Target guest during the breach, please consider signing up for the year of free credit monitoring. We know you have the option of the free coverage with Target, but wanted to also recommend a product we offer to monitor your identity called ID TheftSmart.

Target – December 2013

On December 19th, Target Corporation disclosed that over 40 million credit or debit card accounts may have been compromised between November 27th and December 15th.

According to a notice on Target's website, the stolen data includes customer names, credit and debit card numbers, card expiration dates, and the three-digit security codes (CVV/CVC codes) located on the magnetic stripe of the cards. This information allows the fraudsters to produce a counterfeit card to be used for card-present, swiped transactions. The data breach did not affect online purchases. The PINs are also not at risk.

General Information

What is my Bank of Fayetteville transit/ABA routing number?

082901619

How do I order or reorder checks?

Customers can come into any location, call any location, mail in check orders, or order directly from the check company at deluxe.com

What if I want to report a suspicious email or fraud?

To Report a suspicious e-mail or fraud, the customer can notify us by clicking "Contact Us" in the top right-hand corner of their online banking page and send us an a secure message detailing the suspicious activity or fraud. The customer can also call or come by the bank to report suspicious emails or fraud. Any additional information or copies of emails would be greatly appreciated.

What is a Dormant account?

A dormant account is an account that has not had activity for 365 days or more.

How do I know my account is dormant, and how do I make it active again?

If you have online banking, it will notify you that your account is dormant, and you will start to see a service fee on your statement. You can take your account out of dormancy status by making a deposit or withdrawal at a location, or mail a signed letter.

How do I transfer money between accounts at the bank?

You can transfer money between your accounts if you have online banking, 24-hour automated service, going to a branch, through the ATM (if both accounts are active on the card), and by phone.

Which branch locations have a notary public?

Notaries are available to accounts holders at all branch locations.

How do I place a Stop Pay on a check on my account?

You can come into any branch location.

You can make a request over the phone, but will have to come into the branch to sign within 14 days.

You can log into your online banking and follow these steps:

  • Click on the account that you wish to place a "Stop"
  • Select Stop Pay
  • Complete request form
  • Hit Submit button

Online Banking

How do I sign up for Online Banking?

You may sign up at any of our branch locations or apply online.

What if I experience issues with my Online ID or password?

Contact any branch to speak with a Customer Service Representative or contact the Electronic Services Department by dialing 479.442.1146, about your specific issue. If needed, we will set a temporary password so that the customer may login to the online banking and set a new password.

How do I change my online banking ID? How do I change my online password?

Login to online banking and click on the "Options" tab, it should default to the "Personal" sub tab, but if it is not already selected, click "Personal". The second section, "Modify Login Information", will let the customer set an "Alias" or new Online Banking ID. This same section will also let the customer set a new password. Once the ID and/or Password has been entered, click "Submit" at the bottom of the screen to save the new ID and/or Password.

How do I setup the online banking password self-reset?

Login to online banking. Once logged in, click on the "Options" tab. The "Personal" sub tab should be selected by default. The first section,"Modify Personal Settings", will list the email address on file and will have a blank space to enter the "Password Reset Question". The customer will enter a question of their choosing along with an answer also of their choosing. They will then click "Submit" at the bottom of the page to save this information.

How do I reset my online banking password?

(1) Should the customer not know their password and they have previously setup the "Reset Password" link, you can click "Reset Password" next to the "On-Line Banking Password" option on the login page. The next screen "Password Self Reset" will ask the customer to enter their "Online Banking ID", "Email Address on file", and "Email Subject" and click "Continue". The next screen will ask the customer to enter the answer for their security question. Once the correct answer has been given, a link will be emailed to the customer that they will click and be taken to a page to enter a new password.

(2) If the reset password link has not been previously setup, then the customer will need to contact the bank to have a temporary password set, and then they will have to login and setup a new password.

How do I unlock my online banking?

The customer cannot unlock a locked online banking account themselves. They will need to call or come by the bank to have this unlocked.

What is Online Banking?

You can check account balances, view current transactions, transfer money between Bank of Fayetteville accounts, view check images, or use our free online bill pay service. You can change your address through your online banking by sending us a secure message.

Click here for a demo of our Online Banking product.

How do I see the transaction history on my accounts?

When signed into online banking, you can click on the account name or the drop box next to the account and choose Transactions.

How do I send a secure message through Netteller/Online Banking?

Once logged into online banking, at the top right hand corner choose "Contact Us", then "New". This will let you compose a secure email message.

How do I sign up to receive eStatements/electronic statements?

  • Sign into your online banking
  • Select the eBank tab
  • Select the Sign Up/Changes
  • Select the box that reads "Enroll All Available Accounts and Document Types Shown"
  • Click the Save Settings button
  • Please read the Electronic Statement(s)/Notice(s) Delivery Terms and Conditions
  • If you agree, click the "I Agree" button
  • You are now signed up for eStatements

Where do I find my eStatement?

  • Sign into your online banking
  • Select the eBank tab
  • Select eStatements/Notices tab
  • If you receive eStatements for multiple accounts, choose the correct account you wish to view from the drop down menu next to "View Statement/Notices For"
  • Click the View Details next to the statement you wish to view. This will give you the option to Open or Save the statement.

How do I enroll in Online Banking Bill Pay?

  • You can enroll in bill pay by checking the option on the online banking application
  • Call and request to have this added to your online banking
  • Go to the "Contact Us" portion of online banking and send the request. (You will need to specify which account you would like to use for bill pay if you have more than one checking account on your online banking.)

How does Bill Pay work?

Bill pay will let you schedule bill payments through your online banking. Payments by check should be scheduled 5 to 10 days in advance of the bill due date and electronic payments should be scheduled 2 to 3 days in advance of the due date. The earlier you do this, the better.

What is the difference between Checks and ACH for bill pay and timing?

The electronic and check payments: when setting up the bill, there is a section that will have you input the payee, it will then search a database to let us know if that company will accept electronic payments, if they do then the payment can be sent electronically. Electronic payments are usually paid next business day. If the company does not accept electronic payments, then a check is issued and mailed on behalf of the customer. When the company deposits or cashes the check and it is received by us, then we will deduct the money from our customer's account.

How do I place a Stop Pay on a check on my account?

You can come into any branch location.

You can make a request over the phone, but will have to come into the branch to sign within 14 days.

You can log into your online banking and follow these steps:

  • Click on the account that you wish to place a "Stop"
  • Select Stop Pay
  • Complete request form
  • Hit Submit button

Debit Card

Who do I contact if my debit card is lost or stolen?

During regular business hours, you can call (479) 444-4444, (479) 442-1146 or toll free (866) 316-5444.

After hours and weekends, call (800) 383-8000

How do I change the PIN on my debit card?

Visit any of our branch locations.

What is my daily debit card purchase limit?

The debit card purchase limit is $1000 per day. This can be temporarily raised for larger transactions if requested.

What is my daily ATM withdrawal limit?

The daily ATM withdrawal limit is $600 day. This can be temporarily raised for larger withdrawals if requested.

What should I do if I am going to travel out of the state or country and use my debit card?

Notify our electronic banking department 479.442.1146 of the dates of your travel and the location you will be traveling. There are many states and countries that are blocked for use because of recurring fraud.

Wire/ACH (Automatic Clearing House)

What is a wire transfer?

A wire transfer is a method of electronic funds transfer from one person to another or institution (entity) to another. A wire transfer can be made from one bank account to another bank account.

How do I send a wire transfer?

You can send a wire transfer by coming into any of our locations and speaking with a Customer Service Representative. You will need the name of the receiving bank, its routing number, the name, address, and account number of the person receiving the transfer.

What is an ACH?

ACH stands for Automated Clearing House, an electronic banking network often used for direct deposit and electronic bill payments

How can I place a Stop Pay on an ACH (Automatic debit)?

To stop ACH (Automatic Debits) or recurring Debit Card transactions, please go to any Bank of Fayetteville branch location. Stops on these types of transactions cannot be processed through Online Banking.

Mobile Banking

How do I sign up for Mobile Banking?

You have two options for enrollment, but first you must be enrolled in Online Banking and have an ID and password.


1. Self Enrollment through Mobile Banking

  • Log into your Mobile Device
  • Agree to the Mobile Banking Enrollment Terms
  • Choose your service provider and enter your cell phone number
  • Select "Enroll Now" button

2. Enrollment through traditional Online Banking

  • Sign into your traditional Online Banking account
  • Select the Options Tab
  • Then Select Mobile Setting
  • Click the box that reads " Enable web access for your mobile device"
  • Enter your mobile number
  • Select your service provider
  • Select the accounts you want to access from your mobile device
  • Download the mobile app to your mobile device
  • Log in with your Online Banking ID and password

iPhone and Android App Guide

What type of phone must I have to use mobile web?

Mobile web works with any web-enabled mobile phone device whose network allows secure SSL traffic.

What functions can I perform from my mobile device?

You can: view transaction history, view account balances, transfer funds between accounts, pay bills to existing payees, view locations/ATMs, and view alerts.

How do I know if my transfer or bill payment was entered successfully?

If you selected to receive text alerts, each times you make a transfer or bill payment a confirmation Text Message is sent to your mobile device. If you do not receive a confirmation text message, double check to make sure the transaction went through via traditional Online Banking.

What if I no longer want to be a mobile user?

Log in to your traditional Online banking and select Options > Mobile Settings. Then deselect Activate Mobile Banking Access and click Agree.

What happens if I lose my mobile device?

Since your account data is not stored on your mobile device, your information cannot be stolen. When you replace your device, simply edit your Mobile Settings in traditional Online Banking and make any changes to the Wireless Provider and/or Phone Number.

Why can't I add a new Bill Payment payee?

Bill Payment functionality is limited to sending payments to already established payees. To add a new payee, log in to traditional Online Banking, select Bill Pay, and add a new payee. You can then submit payments to that payee via your mobile device.

What happens if I lose communication/signal during a transaction?

When you complete a transaction from your mobile device (bill payment, finds transfer, etc.) you receive a text message as confirmation that the transaction was successful. If you do not receive this message, or you did not select text alerts during enrollment, check your accounts and re-submit any transactions that did not process.

What do I need to do if I get a new phone?

If you simply get a new phone but keep the same phone number and provider, no changes on your part are necessary. If you switch providers and/or phone numbers, log in to traditional Online Banking and update your information on the Options > Mobile Settings page. You will not receive text messages regarding Mobile Banking transactions if your phone number and carrier are not correct.

Can I use any mobile device to access my accounts?

Yes. You can access your accounts via any mobile device that is web-enabled and allows secure SSL traffic. The only difference is that text messages are sent to the phone number entered when enrolling for mobile banking, not necessarily the device from which you perform a transaction.

How do I delete a bill payment that I set up through my mobile device?

You must log in to your traditional Online Banking and delete the payment from the main menu of the Bill Pay module.

When I try to enter an amount for a bill payment or transfer, I can't enter any numbers, only letters. Why?

Check your phone's setting to make sure you don't have alpha-only enabled keypad.

What if I can't get my mobile device to work with Mobile Banking?

To use mobile banking, your phone must meet the following minimum requirements:

1. Your mobile device must be web enabled.

2. Your mobile network must allow secure SSL traffic. You may need to contact your mobile provider to determine this.

BOF Mobile for iPad

iPad App Guide

How do I get the BOF Mobile App?

You can download the App from the iTunes store.

Which generation iPads can I use?

iPads that support iOS 6 and above can be used for BOF Mobile App.

My iPad's not currently connected to Wi-Fi. Can I still use the app?

No. Logging into the app is just like logging into traditional Online Banking. You must be connected to the Internet.

Can I set up recurring transfers and bill payments?

No, Transfers and bill payments set up through any Mobile Banking Apps are considered "one-time" events. Recurring transfers may be established through traditional Online Banking.

Can I set up future dated transfers and bill payments?

Yes, you can schedule transfers and bill payments for a future date.

Can I edit transfers and bill payments?

No. Pending transfers and bill payments can be edited or deleted in traditional Online Banking.

I viewed an alert but I still see it in the App.

Alerts viewed through BOF Mobile Banking appear the same as alerts viewed through traditional Online Banking. Viewed alerts may disappear after logging out and back in, or may require overnight processing before the viewed alerts fall off.

Text Banking

What is Text Banking?

Receive account information the convenient way by texting The Bank of Fayetteville at 89549. Receive text message replies regarding the balance or recent transactions of your checking, savings, certificates, or loans.

How do I enroll in Text Banking?

Login to your traditional Online Banking. Choose Options -> Mobile Settings -> Text Mobile Settings. You may also view our Text Banking Guide.

Can I enroll for Mobile Text from my mobile device?

No. Enrollment for Mobile Text must begin within your traditional Online Banking.

What is the cost associated with Text Banking?

We do not charge you for Text Banking. Check with your mobile phone service provider for details on specific fees and charges for using the SMS text message feature on your mobile device.

How do I get information for a specific account?

During the enrollment process you designate a mobile short name for each account. This short name must be included in the text request to get account specific information.

How do I un-enroll for Mobile Text?

Un-enrollment can be accomplished one of two ways. You can log in to your traditional Online Banking and de-select the "enroll" or you can text STOP to 89549.

Loans

How do I apply for a loan?

Contact one of our loan officers for an option that best suits your needs. Consumer applications are available at any of our branch locations. Printable applications are available online.

What locations have a Loan Officer?

A list of our loan officers and locations is located here.

Where can I get a copy of my credit report?

A copy of your free credit report can be obtained from annualcreditreport.com. You can receive a copy of your credit report from each credit bureau once a year. Copies of your report will not have your credit score.

What are the names of the credit reporting bureaus and how do I contact them?

Experian

701 Experian Parkway

PO Box 2002

Allen, TX 75013

1-888-397-3742

www.experian.com/reportaccess

Equifax Credit Information Services

PO Box 720241

Atlanta, GA 30374

1-800-685-1111

www.equifax.com

Trans Union

PO Box 2000

Chester, PA 19022

1-800-916-8800

www.transunion.com