Client s Guide to Enhanced Banking Services

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1 Client s Guide to Enhanced Banking Services FCB IS UPGRADING OUR TECHNOLOGY SYSTEMS TO PROVIDE OUR CLIENTS WITH A BETTER BANKING EXPERIENCE. UPGRADES WILL TAKE PLACE THE WEEKEND OF OCTOBER THIS GUIDE WILL INTRODUCE YOU TO ALL THE CHANGES YOU CAN EXPECT TO SEE WITH OUR UPGRADED SYSTEMS. ALL CHANGES IN THIS GUIDE ARE EFFECTIVE ON OCTOBER 14, First Command Financial Services, Inc., parent of First Command Financial Planning, Inc. (Member SIPC, FINRA), First Command Insurance Services, Inc. and First Command Bank. Financial planning services and investment products, including securities, are offered by First Command Financial Planning, Inc. Insurance products and services are offered by First Command Insurance Services, Inc. in all states except Montana, where as required by law, insurance products and services are offered by First Command Financial Services, Inc. (a separate Montana domestic corporation). Banking products and services are offered by First Command Bank. Securities products are not FDIC insured, have no bank guarantee and may lose value. A financial plan, by itself, cannot assure that retirement or other financial goals will be met.

2 Please refer to this Guide for details on the specific changes you can expect to see with our upgraded systems. Table of Contents Transaction Processing 3 OnCommand /Mobile Command 3 Remote Deposit 8 Debit & ATM Cards 9 Coverdraft & Overdraft Protection 10 Statements & Notices 10 Phone Command 12 2

3 TRANSACTION PROCESSING Warehoused Items Released Immediately What s changing? You ll now have earlier access to direct deposits. In the past, items that were direct deposited to your account were often posted as a pending item a day or more before the funds were available for your use. Funds will now be available as soon as they are posted. For example, if your paychecks are directly deposited into your account and that deposit is typically posted to your account on a Wednesday. But, your actual pay day (effective date) is a Friday, you will now have access to those funds on Wednesday. Previously, you had to wait until the effective date to access those funds. Now, those funds will be available immediately. What do I need to do? There s nothing you need to do at this point. ONCOMMAND ONLINE BANKING/ MOBILECOMMAND MOBILE BANKING Your User name and Password for OnCommand and MobileCommand will not change. Bill Pay will not change All existing and scheduled Bill Pay transactions will be honored. All previously established payees will remain in the system. The functionality and interface for Bill Pay will remain the same. Bill Pay Will Appear in a New Window What s changing? Bill Pay will offer the same functionality as it always has. However, now when you are in OnCommand and select Bill Pay, it will appear in a new window. What do I need to do? You will need to disable any pop-up blockers you have turned on in order for the new window needed for Bill Pay to appear. MobileCommand Access What s changing? MobileCommand will continue to offer the same convenience and functionality. However, after our systems upgrades, you will need to complete a few initial steps in order to be access MobileCommand. What do I need to do? After the completion of our systems upgrades, you will first need to log-in to OnCommand in order to authenticate your password. Next, you will also need to visit the App Store or Google Play and download updated versions of our MobileCommand apps. Once you have completed these two steps, you will be able to access MobileCommand. Personal Finance Management Tool Available What s changing? We now offer free access to a personal finance management (PFM) tool to help you more easily monitor and manage spending. You can use the PFM tool to set up a monthly budget or savings goals and track your progress. Want to see how much you spend monthly on groceries? The PFM tool can help you do that. Or are you trying to save for a vacation or special purchase? The PFM tool can help you set a specific savings goal and track your progress towards that goal. 3

4 What do I need to do? If you use OnCommand, you will now have access to the new PFM tool after October 14. The next time you log into OnCommand, select the Spending Option from the top menu and check out the PFM tool and its features. New Alerts Set-Up What s changing? Any alerts you previously received through OnCommand or Money HQ will not be converted over after our systems upgrade. What do I need to do? If you wish to continue receiving alerts, you will need to sign up for them again through OnCommand. You can set up the following types of alerts from within OnCommand: Reminder Alert Balance Alert Check Cleared Alert Daily Balance Alert Loan Payment Due Alert Transaction Alert Joint Account Holders OnCommand Registration What s changing? Each joint account holder will need his or her own profile in OnCommand. Previously, many joint account holders shared user IDs and passwords. For security purposes, each account holder will be required to have an individual online banking profile. What do I need to do? If you are a joint account holder and you do not have your own user ID and password, you will need to set up your own profile in OnCommand. Just follow these easy steps: a. Go to b. In the upper right corner, you will see the OnCommand login box c. Click on Sign Up to begin the registration process. d. You will be taken to a Registration Disclosure screen. This document covers all the necessary online banking disclosures. Once you have reviewed the information, scroll to the bottom of the page and click the checkbox that says I accept the terms of this agreement. e. Then select the green I accept the terms of this agreement button to continue with registration. f. If you click the blue I don t accept the terms of this agreement button then your registration will be cancelled. g. You will now be sent to the registration page where you will enter your personal information and validate your account information. h. You will need to know your account number and social security number in order to register. You will also need a valid address. i. When you have filled in all required fields, click the green Submit button. j. Next you will select a User ID and Password. k. Your User ID will be the name you will use to log-in so be sure it is easy to remember. Choose a password that is between 8-32 characters long. The password must contain at least one letter, one number and one special character. 4

5 l. Now you will choose your challenge questions and answers. These will be used if you ever need to reset your password so be sure to select questions and answers that you will remember. Next, you will select your authentication image and phrase. Balances in OnCommand and Bill Pay What s changing? When reviewing your scheduled Bill Pay items, the account balance you see listed will differ from the balance you see in the Accounts Summary area or elsewhere in OnCommand. This is because these bill payments are still pending and have not been posted to your account or deducted from your available balance. What do I need to do? Nothing at this point. Please just be aware of the difference in the balances you see in these two areas. Expanded Type of Transfer Options What s changing? Using OnCommand, you can now transfer funds to another of your First Command Bank accounts, another First Command Bank client or to accounts that you have outside of First Command Bank. You also now have the option to add a description to each transfer to help you more easily identify that transfer later. What do I need to do? To make any of these types of transfers, log into OnCommand. From the menu that is the top of every page, select Transfer Funds. The Manage Transfers tab allows you to transfer funds between your First Command Bank accounts. You can also use the Manage Transfers tab to make a payment on a First Command Bank loan. The Unlinked Accounts tab allows you to transfer money to another person s FCB account. With the External Accounts tab, you can transfer funds to accounts outside of FCB. Expanded Loan Payment Options What s changing? You can now use OnCommand to make several types of payments on your FCB loans. By selecting the Transfer option in OnCommand, you can make a regular payment, pay off the full balance of the loan, or make a payment towards the principal only. What do I need to do? To view these expanded loan payment options, log into OnCommand. Select the Transfer Funds option from the menu that appears at the top of each page in OnCommand. Now, that you re here, if you want to make a payment, just follow these steps: a. Select the First Command Bank account you wish to transfer the money from using the drop down menu. b. Now, select the First Command Bank loan account you wish to make a payment for as the To account using the drop down menu. c. You will have the option to make the total payment due, the option to enter a principal only payment that you input, or the option to pay off the remainder of the loan. Challenge Questions Asked for Certain Types of Transactions What s changing? When completing certain types of transactions that could pose security risks such as transferring funds to an external account, we may require additional information from you in order to process the transaction. 5

6 What do I need to do? If our system flags a transaction as risky, you will see a new window that gives you three options: 1) Ask me questions 2) Call me 3) Text me If you choose Option #1, you will be asked a series of questions pulled from various public databases. Examples of questions might include asking you to identify a current or previous address or a vehicle you currently own or have owned in the past. Once have answered these questions correctly, your transaction will be processed. If you choose Option #2 or #3, you will receive a call of text from a member of our Customer Care team asking for additional information to verify your identity. Once you have provided the necessary information, your transaction will be processed. We apologize for any inconvenience this may cause, but these steps have been taken to protect the security of your accounts. Business Users Security Profile Reset What s changing? If you have a business account with FCB, you may need to reset your security profile the first time you log into OnCommand after our systems upgrade. What do I need to do? The first time you log into OnCommand after October 14, if you do not see your usual authentication image and phrase then you will need to reset your security profile. If this is the case, once you log-in, you will see an image of a red flower and the phrase red flower. Please don t be alarmed by this, it s a part of the process of resetting your security profile. From here, you will be prompted to reset your challenge questions and answers. These will be used if you ever need to reset your password so be sure to select questions and answers that you will remember. Next, you will select your authentication image and phrase. Now, you re all ready to use OnCommand. You will only have to reset this information on your initial log-in. Secure Messages with Attachments What s changing? You can now attach documents to secure messages you send to FCB via OnCommand. This will make it much easier for you to communicate with members of our Customer Care team. What do I need to do? There s nothing you need to do at this point. Please just be aware of this new function the next time you need to send a message to FCB. Updating Contact Information What s changing? You can easily update your contact information including your address, phone number and address using OnCommand. Previously, you would fill out a form in OnCommand, which would be submitted to FCB for updating. Now, using OnCommand you can directly enter the new information and it is updated immediately in our system. You also now have the option to have the updated information submitted to First Command Financial Services. By selecting this option, your information will be updated for any investment or insurance accounts you have with First Command. 6

7 What do I need to do? If you do need to update your information, log into OnCommand and select Profile from the menu that appears at the top of each page in OnCommand. Or from the Quick Links menu in OnCommand, select Update Address. Limited Transaction Descriptions What s changing? Descriptions of transactions that occurred prior to October 12, 2013 will be very limited once our new systems launch on October 14. For example, let s say you purchase lunch using your debit card at a local restaurant on September 5. Prior to October 12, in OnCommand you would see the date, amount, and a description that says Debit Card Sale POS Restaurant Name. After October 14, that transaction will still be listed and you will still see the date and amount, but now the description will no longer have the restaurant name or any additional details other than it was a point-of-sale debit card transaction. Please note that this only applies to transactions completed before October 12. Transactions made after October 14 will have the type of detailed description you are used to seeing in OnCommand. You will be able to see limited transaction descriptions for transactions dating back one year. What do I need to do? If you need the detailed descriptions from your pre-october 12 transactions, it s easy to take screen shots of these transactions from OnCommand. To do this, find the specific transactions or transactions by a date range in OnCommand. Once you have the transaction(s) on the screen, click Print Screen. Decide which program you want to paste the screen shot into and open that program. Click CTRL + V at the same time to paste your screen shot. Save the file and now you have the detailed records you need. Just remember that you will need to pull any needed screen shots prior to October 12. Check Images from October 1-11, 2013 What s changing? Immediately after our systems upgrades are complete, you may not be able view check images in OnCommand for transactions dated October Fortunately, this is not a permanent change. Through the process of upgrading our systems, we anticipate a short delay in the posting of images of checks processed in early October. What do I need to do? Those images will be available through OnCommand no later than October 30. In the short-term, if you need a copy of a check that was processed October 1-11, please call our Customer Care team at or send us a secure message and we will fax or you the image. Clients with Foreign Addresses What s changing? If you have a foreign address and you want to sign up to use the Bill Pay features in OnCommand, you will need to call the Customer Care team in order to register for this service. What do I need to do? If you have a foreign address, but were previously registered for OnCommand, you don t need to do anything. Your online banking information will automatically convert over with our systems upgrades. If you were not previously registered for OnCommand, then you will need to call us at so we can get you set-up. 7

8 Access to Money HQ Aggregation What s changing? Aggregated Money HQ accounts will no longer display on the account summary page. To view aggregated Money HQ accounts, select the Bill Pay tab. What do I need to do? If you are a Money HQ user, please make a note of this change so that you can easily navigate to your aggregated accounts. Account Nicknames What s changing? Account nicknames are now linked directly to the individual account in OnCommand. As a result, changes to an account nickname by one account owner will trigger a change to that account nickname on all account owners profiles in OnCommand. What do I need to do? Please be aware that if you have a joint account and you change the nickname on that account, the change will show up in your online banking profile and the profile of the other person listed on the account. Please also keep this in mind if you notice a nickname change in your online profile. REMOTE DEPOSIT Using a Scanner for Remote Deposit of Money Orders What s changing? Unfortunately, most money orders and some checks submitted for remote deposit using a flatbed scanner are not recognized by the remote deposit system. What do I need to do? If you have a mobile device, try using it to take a picture of the items. The system is much better at picking up items scanned using this method. If using a mobile device is not an option, you will need to physically mail your items in for deposit. Be sure to endorse all of your items and write your account number and For Deposit Only on the back of your deposit items. Items can be deposited directly into a Shared Access ATM within our networks. For more information, refer to ATM deposits on page 8 of this Guide. Additionally, non-cash deposits can be mailed to us: First Command Bank PO Box Fort Worth, TX Navy Federal Credit Union Cashier s Checks What s changing? Unfortunately, cashier s checks from Navy Federal Credit Union cannot be processed using remote deposit due to the numbering system used for these checks. This applies to both scanners and mobile devices. What do I need to do? These will need to be mailed to FCB to be processed. Be sure to endorse all of your items and write your account number and For Deposit Only on the back of your deposit items. Items can be deposited directly into a Shared Access ATM within our networks. For more information, refer to ATM deposits on page 8 of this Guide. Additionally, non-cash deposits can be mailed to us: First Command Bank PO Box Fort Worth, TX

9 DEBIT & ATM CARDS ATM Deposits What s changing? First Command Bank is now a member of several shared deposit networks. Our participation in these shared deposit network means you will now have access to ATMs for withdrawals and deposits in your local area. For deposits made to a shared deposit ATM, funds up to $200 will be made available immediately. Anything over $200 will post and be available the next business day, if deposited before 2:30pm CST. What do I need to do? Our two largest networks are MoneyPass and NYCE. To identify a shared deposit ATM in either of these networks, visit or When searching for an ATM, be sure to limit your search to shared deposit network ATMs since all ATMs in these networks are not equipped to accept deposits. ATM Rebates What s changing? We know you can t always get to an ATM within our network and now you don t have to wait until the end of your statement cycle to receive your surcharge rebate. Surcharge fees are charged by the ATM owners for using their machine and are included in the debit amount that the ATM owner passes through to FCB. For example, you visit an ATM outside of our network and you are charged a fee of $2 to withdrawal $20 in cash. The fee varies by individual ATM. These fees were previously refunded at the end of your statement cycle. Now, they will be refunded to your account immediately when the transaction posts, which typically occurs the following business day. Please note there is a monthly surcharge rebate limit based on the type of account you have. You will not be reimbursed for any surcharges that exceed your account type s monthly rebate limit. Also, service fees for exceeding the maximum number of free ATM withdrawals do still apply. What do I need to do? Be sure you know the monthly surcharge rebate limit your type of account. Click here for more details on the surcharge rebate limits and number of allowed ATM withdrawals or visit, And remember, you can avoid ATM fees completely by getting cash back when making purchases at grocery stores, retail shops and other merchants. Payment Card Authorization Holds What s changing? Debit card transactions that are authorized for $1.00 but do not have available funds when the actual transaction comes through with another dollar amount will now be eligible for a paid non-sufficient fund (NSF) fee. For example, most gas stations place a $1.00 authorization hold on your card when you first swipe your card at the gas pump. Later, your account is charged for the actual dollar amount of the gas you purchased. If your card was authorized for the $1.00 but then you purchased $50 worth of gas, but you did not have $50 in your account when that transaction was posted to your account, then you could possibly be charged an NSF fee. What do I need to do? There s nothing you need to do at this point. Please just be aware of this change and how NSF fees could impact your account balance. Remember, you can always check your balances via online or mobile banking and conduct real-time transfers to avoid getting charged a fee. 9

10 Debit MasterCard Activation/PIN Selection What s changing? We have a new, easy way to activate and set your PIN for your debit MasterCard. What do I need to do? When your current debit MasterCard expires, you will be sent a replacement card. To activate that card, call First Command Bank at the number indicated on your card materials. Follow the voice prompts to activate your card. Next, you will set your PIN. You can do this the first time you use your card at any ATM or the first time you use your card at a retail location. Just be sure the store allows you to swipe your card, select the debit option and enter a PIN. The PIN you select and enter will be your PIN for your new card. After you have set your PIN for the first time, should you ever need to change it, please contact Customer Care at COVERDRAFT AND OVERDRAFT PROTECTION Coverdraft Protection with an FCB Credit Card What s changing? We will continue to offer coverdraft protection, but you will no longer be able to use your First Command Bank credit card as your funding source for coverdraft protection. What do I need to do? You can still use your other FCB deposit accounts or your FCB line of credit for your coverdraft. Please contact FCB at before Oct. 8 to make arrangements to have your coverdraft protection switched from your credit card to an eligible FCB account. If you do not contact us, we will automatically switch your coverdraft protection source from your FCB credit card to an eligible account. If you do not have another account with FCB, you will no longer have coverdraft protection after October 11. We encourage you to sign up for overdraft protection. To set up overdraft protection, please send us a secure message via online banking or call us at and we can guide you through the process. Once the registration process is complete, you will automatically be assigned a $500 limit. STATEMENTS & NOTICES Accounts in Overdrawn Status What s changing? We will no longer allow accounts to remain in an overdrawn status for more than 60 days. Starting from the date your account was first overdrawn, you will receive a notice when your account has been overdrawn for 15 consecutive days. If the account remains overdrawn, a 30-day notice will be sent. That notice will include information advising you that your account will be charged off and closed if it remains overdrawn for 60 consecutive days. Should your account remain overdrawn after 60 consecutive days, it will be charged off. This will be reported to the credit bureaus and could negatively affect your ability to open an account with us or any other financial institution in the future. This change applies to all accounts. 10

11 What do I need to do? If you overdraw your account, please make a deposit immediately for contact First Command Bank for additional options. You should never allow your account to remain overdrawn for an extended amount of time. As mentioned above, charge offs will be reported to the credit bureaus and could negatively affect your ability to open an account with us or any other financial institution in the future making it even more critical to keep your account balance current. New Statement Processing Date What s changing? We previously processed statements three times a month. Moving forward, all statements will be processed at the end of each month. This will start with October statements and applies to both estatements and printed statements. What do I need to do? There s nothing you need to do at this point. Automatic Fund Transfer Notices What s changing? Upon request, you could previously receive a notice when funds were automatically transferred for a monthly loan payment. Those notices are no longer available. What do I need to do? We apologize for any inconvenience this may cause. However, you can always check the status of a payment or transaction using OnCommand, MobileCommand or PhoneCommand. Line of Credits Statements What s changing? Previously, our consumer lines of credit (personal and business) were billed with a projected payment amount based on the balance at the time the billing statement was cut. Moving forward, the amount due on the billing statement is as of the statement date. Any advances or credits to the line of credit after the billing statement date will be reflected in the payment on next billing statement. What do I need to do? Nothing at this point. If you have a line of credit, please just be aware of this change as you review future statements. Business Line of Credit Statements What s changing? If you have a business line of credit, you will now receive monthly billing statements regardless of payment method. Previously, only clients with personal lines of credits received these statements. What do I need to do? Nothing at this point. Please just be aware of this change when you begin to receive statements. Statements for Clients with Only Loan or CD Accounts What s changing? If your only account with FCB is a loan or CD account, you will no longer receive a monthly statement. What do I need to do? We apologize for any inconvenience this may cause. However, you can always check the status of your account using OnCommand, MobileCommand or Phone Command. Loan clients will continue to receive billing statements. 11

12 Account Holder Information on estatements What s changing? estatements will now provide the name of the primary account holder instead of the last two digits of the primary account holder s customer number. This will allow easier visibility for clients who have access to accounts with different primary account holders. What do I need to do? Nothing at this point. Please just be aware of this as you review future estatements. PHONE COMMAND Phone Command PIN What s changing? You will need to reset your Phone Command PIN. What do I need to do? The first time you call Phone Command, you will need to follow the prompts to reset your PIN. You can use your previous PIN or create a new PIN. Phone Command What s changing? Phone Command will offer the same functionality as in past. But the order of menu options has changed. What do I need to do? The first time you call Phone Command after October 14, remember to please listen carefully to the new options. Additionally, you can also refer to final page of this Guide, which includes a diagram of the new menu options and the order. 12

13 Checking & Money Market Account Balance Information Welcome Menu Account Balance (1) Account History (2) Time Deposit (CD) Account Balance Information Installment Loans Account Balance Information Line of Credit Account Balance Information Checking & Money Market Account History Information Enter Account No. Enter or establish a Pin Funds Transfers and Payments (3) Card Services (4) Immediate Funds Transfer (1) Payments (2) Debit/ATM Card Services (1) Credit Card Services (2) Time Deposit (CD) Account History Information Installment Loans Account History Information Line of Credit Account History Information Change Pin (5) No further submenu options Stop Payments (6) Stop a Check Payment (1) Stop Payment Inquiry (2) Speak to a CSR (0) Last Update: of 1

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