Q: What regions does Dollar Bank serve?

A: Dollar Bank deposit products and services are available to residents of southwestern Pennsylvania or northeastern Ohio. If you're unsure about whether your residential location is included in our geographical area, visit our Checking & Savings, Mortgages or Loans sections where you will be prompted for your zip code/state. We will let you know if we can assist you.

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Q: How do I open a Dollar Bank checking or savings account over the Internet?

A: Visit the Checking & Savings section of our website. Here you will find a variety of convenient banking options. When you find the account you want, click Add To My Banking Package if you'd like to continue looking at other accounts, or click Open Accounts to open that account now. Follow the simple instructions on the screen and we'll mail all of the information about your new account to you. If you are an online banking user, you can also open new accounts in the Customer Services area of online banking.

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Q: How do I apply for a Dollar Bank mortgage over the Internet?

A: Visit the Mortgage section of our website. Here you will find a variety of information to assist you in determining the right mortgage. Click Apply Now to get started right away or get an Express Pre-Approval, and we'll tell you the mortgage amount and monthly payment you qualify for within minutes. If this is your first mortgage, or you need help finding the right option, click Which Mortgage Is Right For Me? Our application is easy to follow and because you can save your application, you can return to complete any missing information later.

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Q: How do I apply for a Dollar Bank loan or line of credit over the Internet?

A: Visit the Loans section of our website. Here you will find a variety of information to assist you in determining the right loan. Click Apply Now to get started right away or check out our loan offers to find a great deal. We offer a wide variety of borrowing options. If you need help finding the right loan, click Which Loan Is Right For Me? Our application is easy to follow and because you can save your application, you can return to complete any missing information later.

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Q: How do I sign up for online banking?

A: Visit the Online Banking section of our site and click Sign up now. If you're already a Dollar Bank customer with an ATM PIN, you can sign up online. If you do not have an ATM PIN, just complete the sign up form, print it, sign it and mail it to us at: Dollar Bank, Attn: Online Banking, P.O. Box 765, Pittsburgh, PA 15230. (If you are unable to print the form, e-mail us at customerservice@dollarbank.com. We'll mail you an online banking sign up packet.)

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Q: How do I contact the bank if I have a question about my Dollar Bank account?

A: You can e-mail us at customerservice@dollarbank.com, or call 1-800-828-5527. Our hours are Monday - Friday, 8:00 AM to 8:00 PM and Saturday, 9:00 AM to 3:00 PM Eastern standard time.

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Q: What should I do if I get an e-mail requesting information about my Dollar Bank accounts?

A: Dollar Bank will never send you an e-mail requesting your account information or online banking password. If you ever receive an e-mail, letter or telephone call requesting account information, please contact our Customer Service Department immediately at 1-800-828-5527, Monday - Friday, 8:00 AM to 8:00 PM and Saturday, 9:00 AM to 3:00 PM.

In addition, Dollar Bank will never send you an e-mail that includes a link to a website or asks you to download a file or software. Recent Internet fraud attempts have included e-mail messages with a linked website address which when clicked takes you directly to a website created to mimic that of a reputable company. The false website may encourage visitors to enter personal information including account numbers, passwords or PINs. This information could then be used to gain unauthorized access to the visitor’s accounts.

To ensure that you reach Dollar Bank’s website, we ask you to type any URL or website address we provide into the address line of your browser. This prevents you from being inadvertently redirected to a different website.

Our online banking service requires no software, therefore we will never ask you to download anything. Any computer with an Internet connection can provide secure access to your accounts. If you ever encounter this situation in an e-mail that appears to be from Dollar Bank, please contact our Customer Service Department immediately at 1-800-828-5527, Monday - Friday, 8:00 AM to 8:00 PM and Saturday, 9:00 AM to 3:00 PM.

As an additional step to ensure legitimate and safe access to your account information, we recommend always beginning your login at our homepage, www.dollarbank.com. (To learn more about how you can protect yourself from phishing, fraud and identity theft online, visit www.dollarbank.com/security.)

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Q: What steps has Dollar Bank taken to ensure the privacy and security of my information as an online banking user?

A: Dollar Bank takes seriously the need to protect your privacy no matter how you bank with us: in person, by telephone, or through the Internet. We are comfortable offering online banking because the combination of security features we utilize make it secure. Some of the protections we've put in place include:

1. Online banking is available only using browsers supporting Secure Socket Layer (SSL) protocol to protect the message when traveling over the Internet. Online banking at Dollar Bank requires a browser with a minimum of 128 bit SSL encryption for greater security.
2. To access online banking, an online banking ID and password are required. You choose your own unique online banking ID and password, which only you will know. A temporary password is initially generated by Dollar Bank and sent to you by US mail. When you enter the temporary password, you will be required to change it. You can change your online banking password as frequently as you like in the Customer Services area of online banking. In addition, we will require you to change your online banking password once every six months.
3. For your safety, we have built in timers that will automatically terminate your online banking session if you are logged in but not using online banking for a certain amount of time. This built in timer helps to protect you from unauthorized activity in case you inadvertently leave your computer without logging off of online banking.
4. Dollar Bank uses the latest hardware and software technologies including firewalls and filters to ensure the security of all data.
5. We've built additional security into the bill payment and transfer functions of online banking. We do not permit payments or transfers to individuals, only businesses. And, before you can pay a new merchant or set-up a new transfer between your Dollar Bank accounts, you must let us know three business days in advance using the Payment & Transfer Maintenance area in online banking.

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Q: What steps can I take to help ensure my security and privacy as an online banking user?

A:

1. Never give your online banking ID or password to anyone. Dollar Bank employees will never ask you for your online banking password.
2. When you've completed your online transactions, click Exit to log off and leave online banking.
3. Passwords are important. Don't pick a password that can be easily guessed. Change your password periodically. We will require you to change it every six months. Don't write your password in a place where someone could find it. If you forget your online banking ID or password, call us for assistance at 1-800-828-5527, Monday - Friday, 8:00 AM to 8:00 PM and Saturday 9:00 AM to 3:00 PM.
4. For greater security, Dollar Bank requires using a browser with a minimum of 128 bit SSL encryption to access online banking.

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Q: Can I share my user ID and password with other account holders?

A: No, you should be the only person using your online banking ID and password to access your accounts in online banking. As online banking is a free service, other account holders can sign up and receive their own online banking ID and password for their individual use.

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Q: What is Secure Socket Layer (SSL)?

A: The Secure Socket Layer (SSL) protocol is an Internet technology providing important security features. It ensures that the data and message between your computer and Dollar Bank is encrypted. It also confirms that you are connected to Dollar Bank.

For greater security, Dollar Bank requires using a browser with a minimum of 128 bit SSL encryption to access online banking. To find more information about SSL on the Internet try using any of the major search engines.

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Q: What should I do if I forget my online banking ID or password?

A: Contact our Customer Service Department at 1-800-828-5527, Monday - Friday, 8:00 AM to 8:00 PM and Saturday, 9:00 AM to 3:00 PM. For greater security, we will not send your password via e-mail. We will mail a temporary password to you via US mail. When you enter the temporary password, you will be required to change it to a password that only you know.

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Q: Is there a fee to use online banking?

A: Online banking is free including online bill payment! Online banking users even receive access to telephone banking for free.^*

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Q: When is online banking available?

A: Our goal is to have online banking available 24 hours a day, seven days a week. Because we offer real time account information, daily updates will occur. They are scheduled at off peak hours to affect as few customers as possible. At times, we must also perform maintenance to keep our systems and services running smoothly. These maintenance periods will be as short and as few as possible.

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Q: If I already have an account with Dollar Bank, how do I get online banking access?

A: Visit the Online Banking section of our site and click Sign up now. . If you're already a Dollar Bank customer with an ATM PIN, you can sign up online. If you do not have an ATM PIN, just complete the sign up form, print it, sign it and mail it to us at: Dollar Bank, Attn: Online Banking, P.O. Box 765, Pittsburgh, PA 15230. (If you are unable to print the form, e-mail us at customerservice@dollarbank.com. We'll mail you an online banking sign up packet.) When you receive your online banking ID and temporary password in the U.S. mail, you're ready to log in and begin banking online.

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Q: Should I complete an Online Banking Sign Up Form for each account I have at Dollar Bank?

A: You should only complete one Online Banking Sign Up Form. When you log in to online banking, you will have access to each of the accounts associated with your social security number. Each account holder who wants to access their account online should sign up to receive their own online banking ID and password.

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Q: How do I sign up for online bill payment in online banking?

A: When you sign up for online banking at Dollar Bank, free online bill payment is included. After using your online banking ID and password to log in, click Payments & Transfers.

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Q: How do I set up merchants for payment in online banking?

A: It's easy to set up a merchant in online banking. To be sure that you have all of the correct account numbers and information for the bills you want to pay online, it may be helpful to gather your monthly bills first.

1. Use your online banking ID and password to log in to your accounts.
2. Click Payments & Transfers and then click Payment & Transfer Maintenance.
3. Select Add in the Merchants box and click the first letter of your merchant's name in the box to the left.
4. Click the Merchant List drop down box and select your merchant. Select the account you wish to pay from. Complete your account information for that merchant and click Submit. (If your merchant is not listed, click Add Your Own at the bottom of the page.)
5. Repeat this process for each merchant you'd like to pay online. Within three business days your updated merchant list will be available in online banking and you can begin paying your bills online for free. Payments and transfers can be authorized for today, or future dated up to 90 days in advance or recurring at the frequency you select. Please schedule payments at least five business days prior to their due date to allow them to be received by the merchant and credited to your account.

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Q: How do I know if my payment made in online banking has been accepted?

A: When your payments have been processed, you will receive the following message on your screen "Your transactions have been accepted." Another way to verify that your payment has been made is by looking at your account activity to see if your payments have been withdrawn from the designated account. While in online banking, if you see the message "Payments and transfers made now will not appear in online banking account activity or balance information until the following day," check the Pending Payments area, and you will see your payments listed there.

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Q: When will my online banking payments be sent to the merchant?

A: Payments are sent to the merchant on the business day following the day that you authorized the payment. It is important to allow five business days for the merchant to receive your payment and credit your account.

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Q: How is my online banking payment sent to a merchant?

A: The method for sending payments to a merchant depends upon the merchant. Some merchants can accept payments electronically. Other merchants, who don't have the capability to accept payments electronically, are mailed a check.

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Q: What should I do if a merchant doesn't receive a payment I made through online banking?

A: If a merchant hasn't received your payment within five business days, please contact our Customer Service Department at 1-800-828-5527, Monday - Friday, 8:00 AM to 8:00 PM and Saturday, 9:00 AM to 3:00 PM. You can also report a payment problem while you are logged in to online banking. First, click the Customer Service tab, then select Report Payment Problem. Enter the requested information and click Submit. A Dollar Bank Representative will contact you with a resolution. You can also e-mail us at customerservice@dollarbank.com and we will work with the merchant to resolve the situation for you.

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Q: What accounts can I use with online banking, and what kind of transactions can I make?

A: You can check your balance and account activity for checking, savings, passbook, holiday club, certificates of deposit, retirement accounts and VISA accounts. Balances are also available for Dollar Bank mortgages, consumer loans and lines of credit. Bill payments can be made from any Dollar Bank checking account and some savings accounts also. For specific details on an account, visit the Checking & Savings section of our website. Online transfers can be made from any Dollar Bank checking or savings account with the exception of passbook or holiday club accounts. You can also purchase U.S. savings bonds and order checks online.

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Q: How can I purchase U.S. Savings Bonds?

A: U.S. Savings Bonds can be purchased by visiting the Treasury Direct website.

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Q: What regions does Dollar Bank serve?

A: Dollar Bank deposit products and services are available to residents of southwestern Pennsylvania or northeastern Ohio. If you're unsure about whether your residential location is included in our geographical area, visit our Checking & Savings, Mortgages or Loans sections where you will be prompted for your zip code/state. We will let you know if we can assist you.

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Q: Can I use online banking if I don't live in southwestern Pennsylvania or northeastern Ohio?

A: If you currently have a Dollar Bank account, you can sign up and access online banking regardless of where you live. If you'd like to open an account to become an online banking user, you must reside in our market area (southwestern Pennsylvania and northeastern Ohio).

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Q: Can I use telephone banking even if I'm an online banking user?

A: Yes, as long as you have an ATM PIN telephone banking is free to online banking users.^* You can call telephone banking 24 hours a day.

From northeastern Ohio: (216) 736-8899
From southwestern Pennsylvania: (412) 261-2404

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Q: How do I update my e-mail options in online banking?

A: Once you've logged in to online banking, click the Customer Service tab, then click Change E-mail and choose from the options shown.

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Q: How do I contact the bank if I have a question about my Dollar Bank account?

A: You can e-mail us at customerservice@dollarbank.com , or call 1-800-828-5527. Our hours are Monday - Friday, 8:00 AM to 8:00 PM and Saturday, 9:00 AM to 3:00 PM Eastern standard time.

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