Business Frequently Asked Questions

Your questions, answered

We’ve collected some of the most frequently asked questions about our business products and services, and grouped them by topic to make it easier for you to access the information you need to make informed financial decisions.

 

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Business Loans | SBA Loans | Business Credit Cards | Lost My Card | Business Checking & Savings | Online & Mobile Banking | Mobile Payment Services | Select Group (SG) Membership | Business Services | Payroll Processing | Merchant Services | Back to all FAQs

 

BUSINESS LOANS

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SBA LOANS

FAQ FAQs

  • Are there any fees associated with applying for an SBA loan?

    There are no fees associated with applying for an SBA loan.

  • Can I use an SBA loan to fund a startup?

    Yes, SBA loans can be used to fund startups. The 7(a) or (504) options may fit your financing needs.

  • How do I check my loan status?

    For consumer loans, you can check your loan status by signing in to your online account, then selecting “Application Status” from the next menu. You can also call our Consumer Lending Center at 1-800-580-3300, press option 3 twice or visit your nearest branch.

    For a mortgage or business loan, please communicate with your loan officer regarding your loan status.

  • How long will it take for my business loan application to be reviewed?
    Because there are many variations and options when it comes to SBA loans, the loan closing process can vary widely. However, your initial application will be reviewed and you will be contacted by a business lending officer within three business days.
  • How long will it take to receive my business loan approval?
    Time from application to closing varies, depending on the complexity of the request. We recommend you contact us to complete an application as soon as you have identified a need for financing and that you build a very thorough business plan in order to help us determine the financing options that may best suit your needs.
  • Should I apply for a loan online or in a branch?

    You may apply for a consumer loan or a mortgage loan wherever is most convenient for you. Applying online may be easier because you can ensure you have all the necessary information (paychecks, loan amounts, etc.) to process your loan request, rather than not having all the required materials while applying at the branch. To get started, visit our Loans page or Home Loans page.

    For business loans (excluding business credit cards), call 1-800-580-3300, ext. 53800 to schedule an appointment with a business loan officer to begin the process.

  • What are the interest rates for SBA loans?

    Interest rates are indexed to the Prime Rate, and are based on multiple factors, including collateral, loan term, loan amount and business credit. Once you begin the loan process, your SBA loan specialist can provide additional details on rates you may qualify for.

  • What is the smallest SBA loan amount I can get?

    While amounts vary, RBFCU provides SBA loan products to meet the needs of all small business owner. Seasoned businesses will require proof of income, usually the last three years tax returns. New businesses will need a business plan with 36 months of detailed financial projections. The first 12-month period of the projections must be broken down month-by-month. Contact a Business Solutions representative for more information.

  • What's the difference between an SBA loan and a regular business loan?

    SBA loans are provided through RBFCU and partially backed by the U.S. government. This additional layer of financial backing means potential flexibility for your business. SBA loans may have the potential to provide borrowers with lower down payment requirements and longer loan terms to assist with minimizing monthly payments and improving cash flow.

  • Why should I choose an SBA loan instead of a conventional business loan?
    An SBA loan can be beneficial if you are seeking flexibility in your loan terms. If you are uncertain about the type of loan you may need, our business lending specialists can work with you to determine which option best suits your business.

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BUSINESS CREDIT CARDS

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LOST MY CARD

FAQ FAQs

  • I lost my card. What do I do?

    You can report your lost or stolen card by contacting us in one of the following ways:
    Phone: 1-800-580-3300
    Email: memberservices@rbfcu.org
    Online:
    1. Sign in to your Online Banking account.
    2. Under the “View Services” tab, under “Manage Cards,” select “Report Lost Cards.”
    3. Select the card that you want to report lost, then click “Next.”
    4. Select the appropriate option (e.g., "Report a Lost or Stolen Card," "Freeze Card," or "Replace Card").
    5. Verify the information for accuracy, and click “Submit.”
    6. If your card is connected to Samsung Pay or Apple Pay, remove the card from the devices.

  • If my physical RBFCU card is lost or was stolen and I have Apple Pay or Samsung Pay, what do I do?

    You can report your lost or stolen card by contacting us in one of the following ways:
    Phone: 1-800-580-3300
    Email: memberservices@rbfcu.org
    Online:
    1. Sign in to your Online Banking account.
    2. Under the “View Services” tab, under “Manage Cards,” select “Report Lost Cards.”
    3. Select the card that you want to report lost, then click “Next.”
    4. Select the appropriate option (e.g., "Report a Lost or Stolen Card," "Freeze Card," or "Replace Card").
    5. Verify the information for accuracy, and click “Submit.”
    6. If your card is connected to Samsung Pay or Apple Pay, remove the card from the devices.

  • My physical RBFCU card is lost or was stolen and I have Apple Pay. What do I do?

    You may report your lost or stolen card in the typical manner (sign in to your online banking account or contact a Payment Services fraud representative). Once you’ve reported the card lost, stolen, or compromised, you should then want to remove the card from your Apple Pay devices.

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BUSINESS CHECKING & SAVINGS

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ONLINE & MOBILE BANKING

FAQ FAQs

  • Am I getting charged every time I receive an eAlert?

    eAlerts are a free service provided by RBFCU. We will not charge you for eAlerts and you can set up as many as you wish. However, if you choose mobile/text alerts, you may be charged additional fees by your mobile service provider.

  • Am I responsible for non-payments, late payments or fees due to your SSO and limiting my access to Bill Pay?

    Yes. You are still responsible as we sent several notifications in advance requesting you to convert or consolidate your Bill Pay profiles.

  • Can any type of check be scanned for deposit?

    You can only scan single-party domestic checks made payable to the owner(s) of the account.

    Some other options that are not eligible for online deposits include savings bonds, foreign checks, third-party checks, checks written to you from another account of yours at RBFCU, items stamped with “non-negotiable,” incomplete checks, stale-dated or post-dated checks, checks that contain evidence of alteration, checks purported to be a lottery or prize winnings, and checks previously submitted for deposit.

  • Can I add more than one checking account in Bill Pay?

    To manage your checking accounts or add another account to Bill Pay:
    1. Sign in to your Online Banking account.
    2. Click on the “Move Money” tab.
    3. Under “Payment and Bills,” click on “Pay Bills.”
    4. Click on the “Accounts” tab.
    5. To add or modify accounts, complete the appropriate fields.

  • Can I join the credit union through the app?

    Yes, you can use the RBFCU Mobile app to join the credit union. When you download the app, choose the “Open Account” option from the main navigation menu. You can complete the qualification and account opening process from there.

  • Can I open a checking account from the RBFCU Mobile app?

    To open a new checking account:
    1. Log in to the RBFCU Mobile app.
    2. Click on "Open Account."
    3. Verify your address, and click "Let's get started!" to follow the self-service directions.

  • Can I request to increase my daily/monthly online deposit limit?

    Yes, you can contact our Member Service team to request an account review if you need a temporary increase to your current online deposit limit.

  • Do I have to be a member to use the mobile app?

    A few of the RBFCU Mobile app’s functions are available to non-members, including the convenience of qualifying for membership and opening an account. You can also use the branch locator, and review rates and contact information.

    However, to access most of the benefits of the app, you must be a member.

  • Do I need to include a deposit slip with my scanned or mobile check deposit?
    No. The online deposits program generates an electronic record with each deposit.
  • How can I cancel Bill Pay?

    An RBFCU representative can cancel your Bill Pay profile. Please contact a representative at 1-800-580-3300 to speak with online banking services.

  • How can I enroll in Bill Pay?

    To access your Bill Pay information:
    1. Sign in to your Online Banking account and select “Move Money.”
    2. Under “Payments and Bills,” select “Pay Bills.”
    3. In the “Account Number” field, select the appropriate account.
    4. After reading the Terms and Conditions, select the “I agree to the Terms and Conditions” box.
    5. Click “Enroll.”
    6. If you get the “Help us protect you” dialogue box, select email or text to receive the temporary code. After you get the code, enter it in the box and click “Verify Code.”
    7. On the “Take care of your bills in 3 easy steps” screen, add or update the appropriate information.

  • How do I access online deposits from the mobile app?

    To access online deposits, sign in to the RBFCU Mobile app, then choose the online deposits icon on the bottom right menu. From there, the app will walk you step-by-step through the electronic deposit process.

  • How do I delete a closed account on Bill Pay?

    You may delete an account by selecting the “Accounts” tab in your online banking account. Next to each account you will see a “Delete Account” link. Select the appropriate account to delete and a new screen will populate, asking you to confirm. To proceed, select “Delete Account.” You will be directed back to the accounts page and your deleted accounts will no longer show.

  • How do I deposit checks with a digital camera?

    To deposit checks with a digital camera:
    1. Sign in to your Online Banking account and select the appropriate account.
    2. Click on the three vertical dots and select “eDeposit.”
    3. If needed, read the “Registration” instructions and select “I Agree,” then click “Continue.”
    4. Using a digital camera, take a picture of the front and back of the check and download images to your device.
    6. Enter the appropriate information and click “Load” to upload the file.
    7. Select “Submit.”

  • How do I deposit checks with a scanner?

    To deposit checks with a scanner:
    1. Sign in to your Online Banking account and select the appropriate account.
    2. Click on the three vertical dots and select “eDeposit” from the “I Want To…” menu.
    3. If needed, read the “Registration” instructions and select “I Agree,” then click “Continue.”
    4. Using a scanner, make scans of the front and back of the check.
    5. Enter the appropriate information and click “Scan” to upload the file.
    6. Select “Submit.”

  • How do I deposit checks with my smartphone or tablet?

    To deposit a check(s) using your mobile device, sign in to your online banking account via the RBFCU Mobile app and click the “eDeposits” icon. Endorse your check by signing your name on the back and adding your account number. You can also add notes regarding your deposit, such as which account to deposit it to or labeling it “mobile deposit.” Then, take a photo of the check’s front and back using your mobile device’s camera. Select the appropriate account and enter and verify the amount. Lastly, select the “Submit” option to complete your deposit.

  • How do I download the RBFCU Mobile app?

    RBFCU offers a FREE mobile application for both Android and iPhone devices.

    • For Android devices: Select the Play Store, search for RBFCU and download the app.
    • For iOS (Apple) devices: Select the App Store, search for RBFCU and download the app.

    For full functionality, both the provider’s software and RBFCU app version must be up to date.

  • How do I enroll in online statements?

    To sign up for online statements:
    1. Sign in to your Online Banking account.
    2. Click on the “View Services” tab.
    3. Under “Documents,” click “Paperless Option.”
    4. Read the “Paperless Terms & Conditions.”
    5. Next to “Paperless Statement(s) and Documents,” switch the button to “On.”

  • How do I get a copy of my online/mobile deposit?

    To view processed eDeposits:
    1. Sign in to your Online Banking account.
    2. Under “View Accounts,” click the three vertical dots for the desired account.
    3. From the “I Want To…” menu, select “eDeposit.”
    4. On the eDeposits screen, select the “Deposit History” tab.
    5. Select the eye icon to the right of the deposit you wish to review.

  • How do I turn off a text or email alert on my account?

    To manage your account alerts:
    1. Sign in to your Online Banking account.
    2. Click on the “View Services” tab.
    3. Under the “Set Alerts” section, select an option (e.g., "Account & Loan Alerts," "Card Alerts" or "Other Alerts") to set your alert preferences.

  • How long can I view my online/mobile deposit history?

    Deposit history is maintained for 18 months. For deposit history more than 18 months old, send us a secure message within your online banking account requesting the information you need.

  • How long does it take for an online payment to reach a biller with Bill Pay?

    We recommend scheduling your payments to be made at least 5 business days prior to the actual payment due date on the bill. Scheduling your payments sufficiently in advance of the due date allows enough time for the biller to receive the payment and credit to your account.

  • How many checks can be included in one deposit? Can multiple deposits be submitted each day?
    Up to 999 checks can be included in one deposit and multiple deposits can be submitted as long as the accumulated dollar amount of the deposit(s) does not exceed the daily deposit limit.
  • How much does a Same Day Bill Pay cost?

    The cost for a Same Day Bill Pay transaction is $12. Using this convenient service can help you avoid more costly fees from other service providers. However, not all payees offer Same Day Bill Pay. If a payee offers it, it will display as “Rush Delivery” in the payee’s area of Bill Pay in your online banking account.

  • How much is the online deposit limit?

    The default daily deposit limit is $5,000. If you need to request a temporary limit increase, please contact our Member Service Center at 1-800-580-3300.

  • How will I access my Bill Pay profile?

    To access your Bill Pay information:
    1. Sign in to your Online Banking account and select “Move Money.”
    2. Under “Payments and Bills,” select “Pay Bills.”
    3. In the “Account Number” field, select the appropriate account.
    4. After reading the Terms and Conditions, select the “I agree to the Terms and Conditions” box.
    5. Click “Enroll.”
    6. If you get the “Help us protect you” dialogue box, select email or text to receive the temporary code. After you get the code, enter it in the box and click “Verify Code.”
    7. On the “Take care of your bills in 3 easy steps” screen, add or update the appropriate information.

  • I accessed Bill Pay and these are not my bills or accounts?

    Please contact online banking services at 1-800-580-3300 for assistance with the Bill Pay account.

  • I am a new or existing member, how do I set up Bill Pay after Aug. 22?

    To access your Bill Pay information:
    1. Sign in to your Online Banking account and select “Move Money.”
    2. Under “Payments and Bills,” select “Pay Bills.”
    3. In the “Account Number” field, select the appropriate account.
    4. After reading the Terms and Conditions, select the “I agree to the Terms and Conditions” box.
    5. Click “Enroll.”
    6. If you get the “Help us protect you” dialogue box, select email or text to receive the temporary code. After you get the code, enter it in the box and click “Verify Code.”
    7. On the “Take care of your bills in 3 easy steps” screen, add or update the appropriate information.

  • I am no longer able to use the external link for Bill Pay. Why is that?

    We have recently updated our Bill Pay to only be accessed through your RBFCU online account. Please sign in to your online account at rbfcu.org or on the RBFCU Mobile App to access your Bill Pay service.

  • I am trying to scan the back of my check and continue to receive an "Image Quality Error, Image Too Light." What can I do?
    Ensure you have properly endorsed the check. If not, delete the back image of the check, endorse the item and rescan. If you have the proper endorsement on the check, it is possible your device is not detecting the whole check. You can try adjusting the light or drawing dots on each corner of the check.
  • I didn't move all of my payments over by the deadline. How can I get those in my current Bill Pay?

    We have a team that can assist you with your payments. Please contact online banking services at 1-800-580-3300.

  • I enrolled in electronic bill pay. Why do I see two deposits in my account for less than $1?

    When adding another RBFCU account in Bill Pay, test deposits will be deposited into your account in order to confirm functionality. The deposits will be from “Checkfree Webpay Acct Confm.”

  • I had a Bill Pay profile but I rarely used it. Do I need to enroll again?

    Prior to this update, Bill Pay profiles not used within the last three months were deactivated. If you are not currently enrolled in Bill Pay, you will automatically be taken to an enrollment screen.

  • I have more than one Bill Pay profile but I can only see one. What happened to my others?

    With this update, only one Bill Pay profile is permitted per member. We sent multiple notifications requesting you to consolidate your bills into one Bill Pay profile. Your other Bill Pay profiles will be deactivated on Aug. 22, 2017, as they are not able to be used any longer. If you need to move payments over, please call 1-800-580-3300 to speak with online banking services.

  • I have several checking accounts and each account has different billers. All of my billers look clustered together and are mixed. Can I separate them in Bill Pay?

    Yes. Bill Pay does allow you to group your billers separately. To do so, please select the “Organize my List” link in your online banking account. On the next page, you may add a new group and manage your current groups. You may also minimize each group in the Payment Center to only work with the group currently needed.

  • I set up my electronic bill pay request before the bill date, but my bill was still late. Why did this happen?

    If the company or person you want to pay does not accept electronic payments, electronic bill pay will print a check and mail it for you. This process typically takes three to five business days.

    If a payment is late, we recommend calling the biller’s customer service department and asking to have the late fee or finance charge waived.

  • If my Samsung device is lost or was stolen and I want to delete my card, what should I do?

    If you believe your device or Samsung Pay information has been lost, stolen or compromised in any way, call RBFCU Member Services immediately at the number on the back of your card.

  • Is Apple Pay free?

    There is no charge from RBFCU to use Apple Pay. However, message and data rates may apply from your wireless provider, depending on your data plan.

  • Is Apple Pay more secure than my traditional card?

    Apple Pay provides a more private way to pay. By using Apple Pay technology, you obscure your card number when you make a payment. Apple Pay doesn’t store your credit or debit card number on the device, so your information (including name, card number and security code) are not passed to the merchant where you make your purchase.

    However, you still have the benefit of the guarantees related to your RBFCU cards, including Courtesy Pay (debit) and fraud monitoring.

  • Is Samsung Pay free?

    RBFCU does not charge a fee for members to use Samsung Pay; however, message and data rates may apply from your wireless provider, depending on your data plan.

  • Is Samsung Pay more secure than my traditional card?

    Samsung Pay provides a more private way to pay. By using Samsung Pay technology, you obscure your card number when you make a payment. Samsung Pay doesn't store your card number on the device or on Samsung servers, or share your information with the merchant when you make a purchase.

  • Is there a charge for electronic bill pay?
    No, it is a free service.
  • Is there a limit to the number of bills I can pay with Bill Pay?

    No. You may pay as many bills as you want.

  • Is this new method of access to Bill Pay secure?

    Yes. Your information and payments are secure as we do have proper security systems in place. You are still required to sign in to your RBFCU online account to access Bill Pay. Only you should know these credentials.

  • My Apple device is lost or was stolen and I want to delete my card. What should I do?

    If you believe your device or Apple Pay information has been lost, stolen or compromised in any way, call RBFCU Member Services immediately at the number on the back of your card.

    For iPhone or iPad, you can go to the Find My iPhone app to temporarily suspend or permanently remove the ability to make payments from your device, even if your device is offline. If you suspend your card(s) using Find My iPhone, you can reactivate your Card(s) simply by unlocking your device and entering your Apple ID “Passcode” when prompted. For any supported Apple device, you can always go to https://www.icloud.com/#settings, choose the applicable device and delete your Card(s).

  • The time on my computer and the time on my online/mobile deposit do not match. Is something wrong?
    The time stamp on the deposits is in Eastern Standard Time. Your computer or device will reflect the time zone where you reside. 
  • Were members notified of this change to Bill Pay? If so, how?

    Yes. A secure message was sent to members with multiple Bill Pay profiles, requesting they consolidate their profiles into one designated username. A second notification was sent to members with multiple Bill Pay profiles via mail. A final notification was sent to all members enrolled in the Bill Pay service, via secure message, informing them of this update.

  • What am I supposed to do regarding the change to Bill Pay?

    If you currently only have one Bill Pay profile, we ask that you simply remove any old or closed payees or billers before Aug. 22, 2017. If you have multiple Bill Pay profiles, you will need to consolidate all of the existing profiles to one profile as specified by the secure message and letter you received. Only one Bill Pay profile can be used to pay your bills.

  • What are the minimum system requirements necessary to use online deposits?

    The minimum supported environments include:

    • Internet Explorer 10+
    • Firefox 41+
    • Chrome (most current version and one version previous)
    • Safari 8+
    • Java runtime environment 1.7+
    • High Speed Internet Connection
    • TWAIN Compliant Scanner
  • What do I do if my Bill Pay account is closed?

    Please contact Online Banking Services at 1-800-580-3300 for assistance.

  • What fees are charged to use online deposit services?

    Members can enjoy the convenience of online deposits without incurring a fee from the credit union.

  • What if I consolidate my Bill Pay profiles and a bill needs to be paid that day?

    We suggest you convert payments over to your designated profile as soon as possible to avoid any payment delays or missed payments. Bill Pay is a free service when payments are set up at least 3 business days in advance. However, some payees offer same day payments for a $12.00 fee. Payees that qualify for same day payments will display a “Rush Delivery” link under the payment calendar box. This fee will be debited from the designated “Pay From” account.

  • What is the best way to consolidate all of my bills into one Bill Pay profile?

    A secure message and letter will be sent to you specifying the Bill Pay profile to consolidate your existing profiles to. Make note of all the billers on the profile you are going to discard, if any. Add these as new billers into the profile you are going to keep. You can then cancel the additional profile(s) in Bill Pay using the “Profile” tab.

  • What should I do with the check once it has been scanned?

    Store your check(s) in a safe place until you receive confirmation via the deposit history in your online account that your deposit has been accepted, and then destroy the check by shredding or another commercially acceptable means of data destruction.

  • What type of accounts can I make online or mobile deposits into?

    You can complete an online or mobile deposit to any checking or savings account.

  • When will my deposit be credited to my account?

    Deposits scanned Monday through Friday from 6:30 a.m. until 7 p.m. and on Saturday from 8:30 a.m. until 4 p.m., Central Time on days the credit union is open should be credited on the same business day. Deposits scanned after those times should be credited on the next business day. There could be times that the program may flag a deposit for manual review and release by credit union personnel (i.e., image is not clear when received at the credit union). If this happens, you will see the deposit under the Deposit History tab as “Submitted Deposit” and you will not see the deposit reflected in your online account until credit union personnel has an opportunity to review and release the deposit. The manual review process should happen the same business day, the next business day at the latest.

  • Who is eligible for mobile and online deposit? How do I know if I am eligible?

    Members must have their savings or checking account open for a minimum of 15 days and not have any derogatory information on their account (e.g., delinquent payments) to be eligible for mobile deposits. Members who meet the product requirements will have “Make eDeposit” in the “I want to” drop-down menu on the “Account Summary” page. Members can also see if they qualify by going to their “My Profile” link in the top right corner of the page. There members will select the “Member Services” link. Under the eDeposits section, members will see whether or not they are eligible to make deposits online.

  • Why am I receiving a secure message regarding my Bill Pay profile?

    We are notifying members by secure message regarding an upcoming Bill Pay update. Beginning Aug. 22, 2017, ePay will become Bill Pay and users will no longer be required to use a separate login to access their Bill Pay profile. Moving forward, only one Bill Pay profile can be used. If you have multiple Bill Pay profiles, you will be required to combine them into one by Friday, Aug. 18, 2017. You will also receive a letter by mail identifying which Bill Pay profile you should use for consolidation.

  • Why did I receive a letter regarding my Bill Pay profile?

    We are notifying members by mail regarding an upcoming Bill Pay update. Beginning Aug. 22, 2017, ePay will become Bill Pay and you will no longer be required to use a separate login to access your Bill Pay profile. Moving forward, only one Bill Pay profile can be used. If you have multiple Bill Pay profiles, you will be required to combine them into one by Friday, Aug. 18, 2017.

  • Why the change to Bill Pay?

    We have received member requests to make accessing Bill Pay easier with a single sign-on process. We have updated the process so once a member logs onto their RBFCU online banking account on our website or on the RBFCU Mobile app, there are no additional login credentials required to use the Bill Pay service.

  • Will the joint account owner be able to access the Bill Pay profile?

    The Bill Pay profile is only linked to the primary account owner. A joint owner will not be able to access the Bill Pay profile through their own login credentials. However, they may set up a separate Bill Pay profile if they need to control certain bills.

  • Will the look and feel of Bill Pay change?

    The website functionality will remain the same. However, the mobile application will be updated to a more mobile friendly version.

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MOBILE PAYMENT SERVICES

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SELECT GROUP (SG) MEMBERSHIP

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BUSINESS SERVICES

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PAYROLL PROCESSING

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MERCHANT SERVICES

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