Transition Guide to your new personal U.S. banking accounts

Transcription

1 Transition Guide to your new personal U.S. banking accounts

2 Enhanced features and options. Everything you need to know. The launch of our new U.S. banking operation is fast approaching, pending regulatory approval. We have recreated and improved our cross-border capabilities to continue meeting the unique needs of RBC Canada s clients who require U.S. banking services. The differentiated RBC Access USA account packages will continue to deliver integrated Canadian and U.S. banking capabilities in order to serve your needs on both sides of the border. Your existing U.S. banking accounts will continue to operate as usual until Friday, February 17, 2012, at 6:00 p.m. ET. At that time, we will begin the transition to the new banking operation and will be ready to serve you once again on Monday, February 20, 2012, at 8:00 a.m. ET. We have worked to ensure a seamless transition of your banking accounts and minimize the effort and changes you will need to make. This guide will provide you with the information you need and keep you informed of the activities that will occur during the upcoming transition period. Please take some time to review this material, in addition to the Account Summary included in this package. There you will find information specific to your banking relationship as well as a cross reference to information within this guide. If you have any questions or concerns, please call a dedicated, bilingual Service Representative at ROYAL 5-3 ( ). Introduction 1 The RBC family 2 Feature highlights 2 General Information 3 Things to know 3 Transition at a glance 7 Deposit accounts 8 Checking 8 Debit cards 8 Savings & money market 10 CDs 10 Bank any time, anywhere 11 Funds transfers 11 Online banking & bill pay 11 Telephone banking 12 Remote deposits 14 Loan and line of credit accounts 15 Personal loans 15 Mortgages 16 Home equity loan/lines 16 Credit cards 16 rbcbank.com/transition 1

3 Introduction > The RBC family. Proud to be part of the RBC family. RBC is one of North America s largest and most sound financial institutions. We provide personal and commercial banking, wealth management services, insurance, corporate and investment banking, and transaction processing services on a global basis. We serve close to 15 million personal, business, public sector, and institutional clients through offices in Canada, the U.S., and 55 other countries. RBC Bank (Georgia), N.A. is proud to be part of the family offering banking services to you in the U.S. Introducing RBC Bank (Georgia), N.A. RBC Bank (Georgia), National Association ( RBC Bank ), will continue to use the RBC Bank trade name. It is a U.S. national bank wholly owned by Royal Bank of Canada ( RBC ). Its new banking operation will launch in mid-february 2012, pending regulatory approval. As a member of the FDIC (Federal Deposit Insurance Corporation), RBC Bank s deposits will continue to be insured under FDIC rules and regulations up to applicable limits. One of the world s largest and most sound financial institutions We are 100% dedicated to making cross-border banking the best experience possible! Not only will you continue to receive the services you currently enjoy, we re bringing new options to help make banking in the U.S. even more convenient. Services NEW estatements for your deposit accounts. Online banking Designed specifically for Canadian clients in the U.S. Convenience. Value. Simplicity. We ll still be the bank you know and trust providing RBC Access USA. As an extension of RBC, the new U.S. banking operation will continue to provide RBC Access USA to our Canadian clients, offering unlimited and easy cross-border transfers at no charge, single sign-on to both U.S. and Canadian online banking, 24/7 dedicated bilingual Service Representatives at ROYAL 5-3, and enhanced online banking and bill pay capabilities. RBC Bank will serve our U.S. clients through a variety of channels: Online, with a website designed just for you. With 24/7 service from our Service Representatives, both live and automated, available by phone through our dedicated U.S./Canadian Contact Center. With a worldwide network of ATMs. Through relationship bankers. And via postal mail and . rbcbank.com. Our new website will be an integral part of our new U.S. banking operation. (You can use your existing online banking account until 6:00 p.m. ET on Friday, February 17, 2012.) You ll find more information about the upgrades and new functionality later in this brochure. In the meantime, please continue to visit rbcbank.com/ transition for important information about the upcoming change. NEW U.S. Remote Deposit so you can deposit U.S.-denominated checks from your smartphone or personal computer. NEW Use any PNC ATM for no fee withdrawals from your RBC Bank accounts. NEW Automated telephone banking available any time, any day. NEW 24/7 combined Canadian/U.S. bilingual Contact Center speak to our Service Representatives any day, any time. NEW No fees for optional overdraft protection transfers. Single sign-in for Canadian and U.S. online banking. Views of both your U.S. and Canadian accounts. Funds transfer availability between RBC Bank and RBC Royal Bank accounts and from any U.S. financial institution. NEW Extended online banking history of up to 12 months for easy tracking. NEW Up to 24 months bill pay history. NEW Stop-payment for checks function available online. NEW Ability to establish and prioritize accounts to be used in the event of an accidental overdraft. Online demos and videos on how to bank with us. What you need to know. We will transition our existing cross-border banking clients to our new U.S. banking operation beginning at 6:00 p.m. ET on Friday, February 17, 2012, pending regulatory approval. This brochure has been created along with the other materials included in the package to provide information on the transition, the new account materials we will be sending you before the transition, and how you will continue to bank with us in the future. For now, to learn about the details of your personal accounts, please see your enclosed Account Summary. Find the names of your accounts (some will be the same others will be different). Then look in this brochure and in the Personal Account Disclosure booklet for details about your new accounts and any changes you can expect. What is happening and why? Q: What is RBC selling to PNC? A. RBC will sell the majority of its current U.S. operations and branches to The PNC Financial Services Group, Inc., subject to regulatory approval and customary closing conditions, in early March RBC will launch its new U.S. operation known as RBC Bank (Georgia), N.A. ( RBC Bank ) in mid-february to continue serving the U.S. banking needs of cross-border clients. Q: What will happen to my current U.S. personal relationship? A. Your personal accounts and services in the U.S. will continue to be part of the RBC family through our new U.S. banking operation and will not be part of the sale to PNC. Clients with business accounts will receive communications from PNC on how your business accounts will transition to their organization. Q: When will the transition take place? A. Transition weekend will begin at 6:00 p.m. ET on Friday, February 17, At that time, your accounts and services will transition to our new banking channels, concluding on Monday, February 20, 2012, at 8:00 a.m. ET ROYAL 5-3 ( ) rbcbank.com/transition 3

4 General Information > Things to know. General Information > Things to know. Q: Will my account features change? Q: Will online banking and bill pay continue? Your satisfaction will always be our first priority. A. Please review the enclosed Account Summary to find your new account(s). Then refer to this brochure to review the features and benefits of your new account(s). In most cases, your account name is the same, but the features and fees of the account may be different. Please see the details in the chart on page 9. Should you have any questions or concerns, please contact us at ROYAL 5-3 ( ) and we will assist you. Q: Will I have different account numbers? A. Yes. All of your existing account numbers will change. Please review your personalized Account Summary to see your new checking and savings account numbers. Please note that we have listed your new loan account name(s), but not the account number(s) these will appear on your first post-transition RBC Bank statement. Debit and credit account numbers are also not included on the Account Summary. These will be printed on the new cards you will receive in the mail. A. Yes. The integrated online banking and bill pay capability is at the heart of the RBC Bank cross-border solution. You may continue to use your existing username and password when logging in to the new online banking. Your online banking services and bill pay payee list will be automatically transitioned. We are working on many enhancements and upgrades for online banking, so please see pages for a preview of our exciting new online solution. We think you ll be pleased! Q: Will I be able to get electronic statements (estatements)? A. Yes! This is a new feature we are happy to provide for deposit accounts. We encourage you to learn more and sign up for estatements online as soon as our new system goes live on Monday, February 20, It s easy to sign up and you ll enjoy the benefits and security of paper-free budget management and you can feel good about helping the environment. RBC BANK VISA * DEBIT CARD If you currently have an RBC Bank debit or ATM card, you will receive (by mail) a new RBC Bank Visa Debit card. What do I need to know about the transition weekend? Q: What happens to my branch? A. Once your accounts have transitioned to the new banking operation, you will not have full access to RBC Bank (USA) branches, which will convert to PNC branches at the close of the sale, scheduled for Friday, March 2, To minimize any disruption, we have arranged a special service agreement with PNC that will provide RBC Bank cross-border clients with RBC Bank check cashing, certified check (official check), and notary services at PNC branches through the end of May After that time, these services will not be available at PNC. However, you may continue to use PNC ATMs, with no service fee, to make cash withdrawals and balance inquiries. And, of course, after the transition, our new online banking system will be in place and a dedicated, bilingual Service Representative at ROYAL 5-3 will be able to assist you 24/7 with most of the transactions that were typically done at the branch. What will this mean to me? Q: What will happen to my RBC Access USA package? A. We will continue to offer the RBC Access USA benefits including unlimited cross-border transfers, integrated online banking, and Contact Center support, along with the features and benefits of your checking account. Q: Will I receive a new debit/atm card? A. Yes. If you currently have an ATM card or debit card, you should continue to use your existing card through 6:00 p.m. ET on Friday, February 17, You will receive a new RBC Bank Visa* debit card in early February 2012, which you should activate upon receipt by calling However, you cannot begin using your new debit card until after 6:00 p.m. ET on Friday, February 17, Please destroy your old card after 6:00 p.m. ET on February 17, Your PIN will remain the same for your new debit card. However, we will mail you a PIN reminder for your convenience. If you do not receive your new debit card and/or your PIN mailing prior to Friday, February 17, please contact us at ROYAL 5-3 ( ). Q: Will I receive new checks? A. If you have a checking or money market account, you will automatically receive a new book of 50 checks to use with your account. These checks will be mailed to you within the first two weeks of February 2012, and you may begin using them after 6:00 p.m. ET on Friday, February 17, You may then reorder additional checks with your new routing and account numbers through online banking or by calling ROYAL 5-3 ( ). If you have a line of credit you will also be receiving new checks during the first two weeks of February Q: Will I receive a new credit card? A. Yes. If you currently have a credit card with us, we will issue you a new RBC Bank Visa Platinum Rewards or Platinum Rewards Plus credit card in late February You can continue to use your existing RBC Bank credit card until you receive your new card, or until Saturday, March 3, 2012, at the latest. Please see page 16 for more information. Q: Will my RBC Bank accounts continue to be FDIC insured? A. Yes. RBC Bank (Georgia), N.A. is a member of the FDIC (Federal Deposit Insurance Corporation), and your deposits in the U.S. will continue to be insured as provided under FDIC rules and regulations. Please see the section on FDIC insurance in the enclosed Personal Account Disclosure booklet. Q: I have a safe deposit box. How will that be handled? A. We have established an agreement with PNC to retain your safe deposit box. You will receive a letter from PNC in early February to give you more details. Q: What should I do to prepare for transition weekend, February 17 20? A. 1. Make sure to activate your new Visa Debit card and begin to use it after 6:00 p.m. ET on Friday, February 17, Make preparations for extra cash or alternate forms of payment for the weekend, due to the potential of limited funds availability on your new Visa Debit card while we are transitioning your accounts. 3. Online banking will not be available after 6:00 p.m. ET on Friday, February 17, 2012, so be sure to make online payments or transfers ahead of time to avoid interruptions in processing. 4. Remember our dedicated U.S./Canadian bilingual Service Representatives will be available 24/7 to assist you during the weekend at ROYAL 5-3 ( ). Q: How do I access funds over the transition weekend, February 17 20? A. You may visit a branch and use your current checks and debit/ ATM card until 6:00 p.m. ET on Friday, February 17, After 6:00 p.m. ET, please begin using your new checks and your new activated Visa debit card. Due to system activity over the transition weekend, you may have limited funds availability with your new Visa debit card. Please also note that Monday, February 20, 2012, is a legal holiday President s Day in the U.S. Therefore, we recommend that you withdraw extra cash, just in case you need it. It s also a good idea to carry your Canadian debit and credit cards and U.S. credit card over the weekend to ensure you have complete access to funds ROYAL 5-3 ( ) rbcbank.com/transition 5

5 General Information > Things to know. Checks Debit/ATM card Credit card Online banking Q: Will ATMs be available to withdraw cash or make balance inquiries? A. Yes. Although we will not have RBC Bank-branded ATMs after the transition, you will still be able to withdraw cash or request a balance inquiry at any ATM that honors Visa, Plus, or NYCE and receive service charge rebates monthly. In addition you will have unlimited access to over 7,100 PNC-branded ATMs at no fee. This means you may continue to use the current ATMs you are accustomed to after they convert to PNC ATMs with no fees. Q: How do I make deposits after February 17, 2012? For rainy days and future dreams. A. You will have several options available: You can arrange for electronic deposit of payroll, government, and other recurring deposits. Q: What if I have cash to deposit? A. Cash cannot be mailed for deposit into your account. We recommend you obtain a certified check (official check). You can then mail this to our deposit address (please see previous question for the correct address) or use our new Remote Deposit service. (see page 14). Q: Will my direct deposits and automatic account debits still happen? A. Deposits or debits established using your checking/savings account(s) will continue uninterrupted. RBC Bank will send a Notification of Change to the originators of your electronic payments or deposits requesting they update your new account and routing numbers. However, in order to prevent any potential delays in processing your deposits and debits, we recommend you also contact the originator after Monday, February 20, 2012, to confirm the change. Your new RBC Bank routing number will be and your account number is listed on the enclosed Account Summary. Q: What about recurring payments from my debit or credit card? A. As of February 17, 2012, any recurring payments you have established using your existing debit or credit card (e.g., monthly dues, insurance premiums or online sites like PayPal and Amazon ) must be updated with your new RBC Bank Visa Debit card or your new RBC Bank Visa Platinum credit card number and expiration date. RBC Bank does not have the legal authorization to make these changes on your behalf. Third parties will not accept a change request from a financial institution. You must contact each company directly. If you have questions regarding your credit card account, call our Service Representatives at What will happen to... When will I receive... When should I start using... When should I stop using... My current checks? You will be issued new checks with new account numbers for your new RBC Bank checking, money market, and line of credit accounts. My new checks? New checks will arrive between Wednesday, February 1, and Thursday, February 16, 2012, in a secure blue/grey envelope from Deluxe Corporation. My new checks? Start using them after 6:00 p.m. ET on Friday, February 17, 2012, and destroy your old checks. My current checks? You should stop using your current checks after 6:00 p.m. ET on Friday, February 17, Any outstanding checks will continue to be honored until Thursday, May 31, My debit/atm card? You will be issued a newly designed RBC Bank Visa Debit card with a new card number. My new Visa Debit card? New debit cards will arrive in early February. Your PIN will remain the same; however a PIN reminder will be mailed to you for your convenience. My new Visa Debit card? Activate your new card upon receipt. However you should not begin using your new debit card until after 6:00 p.m. ET on Friday, February 17, You may continue to use the same PIN as your existing debit or ATM card. My current debit or ATM card? Your existing card will no longer work as of 6:00 p.m. ET on Friday, February 17, You should activate your new debit card upon receipt and begin using it after 6:00 p.m. ET on Friday, February 17, My credit card? You will be issued a newly designed RBC Bank Visa Platinum Rewards (or Platinum Rewards Plus) credit card with a new card number. My new credit card? New credit cards will be mailed in mid-february. You may continue to use the same PIN as you currently use with your existing card. My new credit card? Activate and begin using your card as soon as you receive it. Please destroy the old card at that time. My current credit card? Your existing credit card will no longer work after Saturday, March 3, Please activate your new card as soon as it arrives and destroy your old card. My online banking? Your current online banking will cease working as of 6:00 p.m. ET on Friday, February 17, After 8:00 a.m. ET on Monday, February 20, 2012, you will have access to our new and improved online banking. My username & password? You can continue to use your existing username and password when you log in to the new online banking. My online banking? Your enhanced online banking will be fully functional and available to access after 8:00 a.m. ET on Monday, February 20, My current RBC Bank online banking? The existing online banking system will not be accessible after 6:00 p.m. ET on Friday, February 17, The new online banking will be available Monday, February 20, You can use our new RBC Bank U.S. Remote Deposit to easily deposit a U.S. denominated check using your smartphone or personal computer scanner (for complete details see page 14 of this brochure). You can log in to your online banking and transfer money, real time, between your Canadian and U.S. accounts. In online banking, you can even register accounts you may have at other U.S. financial institutions and make transfers into your RBC accounts. You can mail checks or money orders (please do not mail cash) to RBC Bank, P.O. Box 4598, Carol Stream, IL in the postage-paid envelopes provided in this package. Transition at a glance. Use the table, at right, to find out what s going to happen and what steps, if any, you need to make. What do I need to do? Whom do I contact for more information? My new checks. 1. Look for your new checks in the mail and begin using them after 6:00 p.m. ET on Friday, February 17, Contact us if you have not received your new checks by Friday, February 17, Check with your payees to confirm that your automatic payments or direct deposits are updated with your new account number ROYAL 5-3 ( ). My new debit card. 1. Activate your new card upon receipt. However, it cannot be used until after 6:00 p.m. ET on Friday, February 17, Continue to use your existing debit or ATM card until 6:00 p.m. ET on Friday, February 17, Contact any companies where you have automatic payments from your debit card and provide your new card number and expiration date ROYAL 5-3 ( ) this number will be listed on the back of your card. My new credit card. 1. Activate your new card as soon as it arrives and destroy your old card. 2. Contact any companies where you have automatic payments from your credit card and provide your new card number and expiration date. 3. Destroy your credit card checks with the current card number. Please contact us if you would like to order new credit card checks at no extra charge this number will be listed on the back of your card. Online banking. Much of the online transition will be automatic. Existing transaction and bill payment history, pending payments, and ebills will transfer over. Recurring transfers between your RBC Bank accounts will not be converted. We apologize for any inconvenience, but these transfers will need to be re-established in the new online platform ROYAL 5-3 ( ) ROYAL 5-3 ( ) rbcbank.com/transition 7

6 Checking transition chart. New checking account packages; same unique capability to serve your needs on both side of the border. Please pay special attention to the chart below which provides details of our checking account packages as, while the name may be the same for some, the features and benefits have changed. If you have: Preferred Checking Esteem Checking Premier Checking ONE Account Web Premier You will transition to: If you have: Royal Embassy Checking Free Checking Senior Checking Select Checking 50+ Checking Express Checking Flat Fee Checking You will transition to: Regular Checking Interest Checking Value Checking Value with Interest Checking Student Checking Preferred Checking Royal Embassy Checking Ease and security. Client service Dedicated Relationship Manager 24/7 Contact Center 24/7 Contact Center Monthly maintenance fee $19.95 $2.95 with estatements Deposit accounts. Unlimited cross-border transfers No charge No charge If you currently hold a deposit account with RBC Bank checking, savings, money market, or certificate of deposit (CD) please review your Account Summary to find the changes to account names and numbers. Then, explore the following pages to learn more about new account features and benefits. Personal checking. We offer two checking products with the RBC Access USA package Royal Embassy Checking and Preferred Checking. For those clients with Preferred Checking, you will earn interest on your checking account balances, benefit from preferred foreign exchange rates on all cross-border transfers and a preferred rate on balances in money market or CD accounts. In addition, you will have a dedicated Relationship Manager in the U.S. Please read the following important information about RBC Bank checking accounts and see the chart on page 9 for account features. Your checking account and bank routing number. Your checking account number, along with the bank routing number, will change. Please see the enclosed Account Summary for your new account number(s). The new bank routing number is Checks and deposit slips. You will receive new checks and deposit slips between Wednesday, February 1, and Thursday, February 16, Please begin using these new checks after 6:00 p.m. ET on Friday, February 17, 2012, and destroy any old checks or deposit slips. Any outstanding checks written on or prior to February 17, 2012, will be honored until Thursday, May 31, Check images. You will be able to view check images via online banking. Please note, while your transaction history prior to conversion weekend will transfer over to the new bank, only images of checks that clear AFTER February 21, 2012, will be available for review. Minimum Balance Requirements. To simplify and avoid the need to track monthly minimum balance requirements, our new packages remove these qualifiers and reduce the monthly maintenance fee. For the reduced fee, you will continue to receive free online banking with bill pay, unlimited cross-border transfers, unlimited checks and debits, e-statements and free ATM withdrawals at PNC s U.S. network of 7,100 banking machines. Debit/ATM cards. Free RBC Bank Visa Debit card. All RBC Bank checking accounts come with an RBC Bank Visa Debit card. If you currently have a debit or ATM card, we will mail you a new RBC Bank Visa Debit card in early February. Activate your new card upon receipt, but you should not begin using it until after 6:00 p.m. ET on Friday, February 17, Continue to use your old card until 6:00 p.m. ET on Friday, February 17, 2012, and destroy it after that time. Preferred foreign exchange rate on RBC Access USA transfers Yes Interest on balances Yes, on all balances No Minimum monthly balance required Online banking and unlimited bill pay No Free Unlimited check writing Free basic checks discount on other styles Free basic checks Unlimited ATM withdrawals Free use of any PNC Network ATM Free use of any PNC Network ATM ATM rebates Unlimited Visa Debit card transactions Statements/check images Up to four (4) rebates per month at other bank ATMs available upon request Free for everyday purchase and automatic recurring payments Paper statements, estatements available on request Images of checks cleared after Tuesday, February 21, 2012 ID theft restoration services Yes No Overdraft protection options 1 Preferred rates Free using a line of credit, savings, money market or other deposit account Bonus rates available on CDs and access to Preferred Money Market Account No No Free Up to two (2) rebates per month at other bank ATMs available upon request Free for everyday purchase and automatic recurring payments estatements available on request, $1.00 monthly fee for paper statements (waived until June 2012) Images of checks cleared after Tuesday, February 21, 2012 Free using a line of credit, savings, money market or other deposit account Standard rates apply ROYAL 5-3 ( ) 1 Overdraft protection requires credit approval if from a line of credit.

7 Deposit accounts > Debit cards, savings & money market, CDs. Using your new RBC Bank Visa debit card. Your new card works the same way as your existing card. Make unlimited purchases in person, over the phone, or online and get cash back at participating merchants. You can also get cash at any ATM that accepts Visa, PLUS or NYCE with up to 4 service charge rebates per month. In addition you will have access to over 7,100 PNC-branded ATMs at no fee. This means you may continue to use the current ATMs you are accustomed to after they convert to PNC ATMs with no fees. Beginning February 18, 2012, RBC Bank will no longer offer free transactions at Presto! ATMs in Publix Supermarkets. PERSONAL IDENTIFICATION NUMBER (PIN). Your PIN will remain the same. For your convenience we are mailing a PIN reminder. If you like, you can change your PIN any time after 8:00 a.m. ET on or after Monday, February 20, 2012, by calling ROYAL 5-3 ( ). You will need your existing PIN in order to change to a new PIN. Recurring Payments. As of 6:00 p.m. ET on Friday, February 17, 2012, recurring payments established using your existing debit card (e.g., monthly dues, insurance premiums, or online sites like PayPal and Amazon ) must be updated with your new RBC Bank Visa Debit card number and expiration date. RBC Bank does not have the legal authorization to make these changes on your behalf. Third parties will not accept a change request from a financial institution. You must contact each company directly. Rewards/add-ons changes. Your new RBC Bank Visa Debit card will not have a rewards program associated with it. Please be sure to use any earned rewards points on your existing debit card on or before Tuesday, January 31, Savings and money market accounts. Personal Savings. Other than a new account number, Personal Savings account owners will experience no changes. This account will continue to help you save without restricting access to your money. MONEY MARKET INVESTMENT ACCOUNT. All RBC Bank personal clients with a Money Market Account (except those with a Preferred Money Market Account) will transition to this product. It s an excellent choice when you want to earn maximum interest while still maintaining easy access to your money. Keep a minimum balance of $1,000, and you will avoid the $5 monthly maintenance fee. Access your funds by check, RBC Bank Visa Debit card, online, through Automated Telephone Banking, or with pre-authorized transfers to other RBC Bank accounts. You will receive new checks prior to Friday, February 17, This account will now allow you to write up to six (6) checks or debit card transactions per statement cycle instead of the previous limit of three (3). PREFERRED MONEY MARKET ACCOUNT. If you have a Preferred Money Market Account, there will be no changes to fees, features, or balance requirements. Your account number will change and is shown on the Account Summary. Preferred Money Market will continue to provide you with our best rates on deposit balances. In addition, your check-writing limits have increased. With our new Preferred Money Market you may write up to six (6) checks or debit card transactions per statement cycle instead of the previous limit of three (3). You must maintain a Preferred Checking account to qualify. The $5 monthly maintenance fee will be waived if you maintain a $1,000 minimum daily balance. Interest is compounded daily. Access your funds by check, RBC Bank debit card, online, through automated telephone banking, or with pre-authorized transfers to other RBC Bank accounts. You will receive new checks by mail before Friday, February 17, Certificates of Deposit (CD). If you currently have a CD, there will be no change to the interest rate or maturity date until your CD matures. Unless otherwise stated, all CDs are automatically renewed. You ll receive a maturity and renewal notice if your CD is less than $100,000 and is automatically renewable with a term greater than or equal to 30 days. The grace period for renewable CDs is ten days. If the term of your CD is 7 29 days, the grace period is five days, and a renewal notice will not be sent. If your CD originally was opened as a single maturity CD, it will not automatically renew. Additional deposits may not be made to a certificate until maturity. Withdrawal limits and penalties associated with your existing CD will still apply. Please see the enclosed Personal Account Disclosure booklet for further details. RBC Bank Rising Rate Certificates of Deposit (CD). If you currently have a rising rate CD, there will be no change to the interest rate or maturity date until your CD matures. The scheduled rate increases that correspond to your CD will continue to be honored and will be automatically applied to your account. However, we will no longer mail rate increase notifications as they are applied. You will still have the ability to close the Rising Rate CD during the grace period at each six-month interval of the account. Please note that excess withdrawals from your savings or money market accounts will be subject to a fee. Also note that Federal regulation limits the number of withdrawals and/or transfers that may be made from a savings account by telephone/pc transfer, pre-authorized transfer, check or debit card. You are limited to six (6) withdrawals and/or transfers from your savings account each monthly statement cycle by pre-authorized transfer, or telephone/pc transfer (including any bill payments). For more details, please see the enclosed account disclosure booklet. Please review the Schedule of Fees and Personal Account Disclosure for additional account fees and information regarding your new RBC Bank accounts. Bank any time, anywhere. With online banking and bill pay, a larger ATM network, U.S. Remote Deposit, telephone banking and 24/7 access to bilingual Service Representatives at our cross-border client Contact Center, you truly can bank anytime, anywhere. Here s what you can look forward to. Beginning February 20, 2012 you will begin to enjoy the following: Upgraded online banking with new functionality while still maintaining the features you want like online money transfers to your Canadian accounts. Expanded ATM access for cash withdrawals, transfers, and balance inquiries. New services such as our 24/7 automated telephone banking, remote deposits, estatements and more. Online banking and online bill pay. Changes to RBC Bank Online Banking and Bill Pay are the most exciting part of our transition to our new U.S. banking operation. An online solution built just for you. There will be no changes to the basic services you now enjoy. More importantly, you will soon be able to tap into expanded options that will turn online banking into a smart financial planning and household budget tool. Bringing the bank to you. Important! Transition weekend February 17 20, Over the weekend we will move your accounts from the existing system to the new RBC Bank Online Banking and Bill Pay system. You may continue to log in and use your existing online banking account until 6:00 p.m. ET on Friday, February 17, You may log in and begin using your new online banking account on Monday, February 20, 2012 as of 8:00 a.m. ET. Please remember that if you do need assistance of any kind over the transition weekend, there will be Service Representatives available to speak with you, live, 24/7 at ROYAL 5-3 ( ). Please note! UserNames and Passwords. For your convenience, your existing online banking username and password will transition to the new online banking system. If you have forgotten your username or password, please contact us at ROYAL 5-3 ( ) for assistance. If you are not already enrolled, please do so today! Please note that we will be unable to accept new enrollments between February 10, 2012 and February 20, 2012 as we are transitioning to the new online banking platform. For assistance enrolling after February 20, 2012, please call ROYAL 5-3 ( ). New look and feel makes searches and transactions EASY. This is one of the things we like best about the new RBC Bank online banking service. It s easy to use, allowing seamless access to all your online banking features, including the ability to easily navigate between your U.S. and Canadian RBC accounts ROYAL 5-3 ( ) rbcbank.com/transition 11

8 Remote banking > Online banking and bill pay, RBC Bank 24/7 Telephone Banking. 1 IMPROVED DESIGN & NAVIGATION online. Everyday banking. Extraordinary service. Longer transaction history in online banking. While we can transfer 6 weeks of transaction history in online banking on the date of conversion, you will eventually be able to view up to 12 months history in the new online banking system. Also, once you enroll to receive estatements, you will have access to 24 months of statements. All statements will be available to you from the time you enroll, up to 24 months back. These will be available in PDF format that you can download and print. QUICKEN DOWNLOADS. You can continue to download account activity into Quicken personal finance software through our new online banking. RBC Bank does not provide Quicken software. In addition our new online banking platform does not support Microsoft Money or QuickBooks. new: rbc bank 24/7 automatic telephone banking. With Automated Telephone Banking, you can bank on your own via phone; anywhere, anytime. 24/7 Automated Telephone Banking. Effective February 20, 2012, our automated, interactive voice system will be available 24/7 in our U.S./Canadian bilingual Contact Center. You can, of course, speak with a live Service Representative at our Contact Center anytime you like. However, we are now pleased to present you with an automated alternative that gives you instant access to account information and frequently used banking transactions such as funds transfers, stop payment requests, check orders, and credit card inquiries. To register and use this new automated telephone banking service, you will need a client identification number. For security purposes, this number will be available in your new online banking on Monday, February 20, 2012, under My Profile & Preferences. If you prefer, you can request your client ID number from our Service Representatives as of February 20, Just call ROYAL 5-3 ( ). To register for automated telephone banking: 1. Call ROYAL 5-3 ( ). 2. Select your language preference (English or French), then press 1, followed by You will be connected with a Service Representative who will help you establish your self-serve banking Personal Identification Number (PIN). once your PIN is established: 1. Call ROYAL 5-3 ( ). 2. Select your language preference (English or French), then press 1 for self-serve banking. 3. Select the self-serve banking options from the menu, based on the information you need or transaction you wish to perform. 4. Enter your Client Identification Number and your PIN when requested. 2 estatements. This is a great new feature we are pleased to provide for deposit accounts. With estatements, your monthly bank statements are available for you to access electronically, via online banking. No more paper bank statements through the postal service! You can self-enroll in this service through online banking. 3 With our improved online banking platform, accessing and using all the online banking features is easier than ever. 1. SEAMLESS ACCESS TO YOUR U.S. & CANADIAN RBC BANKING ACCOUNTS. Once you link your RBC Royal Bank and RBC Bank online accounts, you ll be able to easily navigate between your U.S. and Canadian online banking information from a single sign on. 2. ALERTS. Your most important and timely information, including secure messages between you and the bank, is presented to you on the very first online banking page, after you log in. 3. pulldown menu. Easy to use makes navigation between bank services simple. 5. Follow the appropriate prompts. We re here to help. At any time should you need assistance from one of our Service Representatives, simply phone us and press 0 and we will be happy to assist you. U.S. ONLINE BILL PAY. Your online information will transition on February 17, Your payees, bill pay history, and recurring online payments will also transition to the new bill pay service. CROSS-BORDER FUNDS TRANSFERS STILL AVAILABLE. We recognize that cross-border transfers are critical to our U.S./Canadian clients and we will continue to offer this service as we do today ROYAL 5-3 ( ) rbcbank.com/transition 13

9 Remote banking > Remote deposit. Introducing Remote Deposit the very latest in banking technology. This feature, available as of 8:00 a.m. ET Monday, February 20, 2012, allows you to deposit U.S. checks into your U.S. RBC Bank accounts via smartphone or personal computer/scanner. To use your smartphone, all you need to do is download a special app RBC Bank U.S. Remote Deposit to your phone. Then access the Internet via your phone and follow the instructions to deposit your check. Your other remote option is to use a scanner linked to a personal computer that has access to high-speed Internet via a browser. NEW The latest technology just for you our valued cross-border clients! Remote Deposit is easy. And we re excited about offering you this amazing new technology! Using U.S. Remote Deposit is simple. Follow these steps to use your smartphone. Just call us at ROYAL 5-3 if you need any help. Once you have contacted us to be enrolled in this service and have gone to to complete your sign-in protection download the mobile app and follow these steps to make a deposit with your smartphone. To make a U.S. deposit with your smartphone mobile app: 1. Open your U.S. Remote Deposit app installed on your phone. 2. Log-in to your U.S. Remote Deposit account. 3. Select the deposit button. 4. Enter the deposit amount and the account you want to deposit to. 5. Take a picture of the front and back of the check. 6. The deposit information and image are automatically sent to us for review and approval. 7. RBC Bank will review your check. When the check is approved, you will receive confirmation that the deposit will be made to your account (if there is a problem, you will be notified by ). 8. You will see the deposit listed on your online banking Account Summary and your monthly statement, as with any other type of deposit. It s like having a deposit Box at home! DEPOSIT A CHECK RIGHT FROM YOUR SMARTPHONE OR PERSONAL COMPUTER & SCANNER. Our U.S. Remote Deposit service means that you can conveniently deposit your U.S. currency checks into your account using this leading-edge scan and send solution. Making deposits doesn t get any easier than this. Loans and lines of credit. While the terms and conditions of your loan will remain the same, your loan account numbers will change along with the address where you remit your payments. Please be sure to read the following information and other enclosed materials. Look for your new loan account numbers on your first post-transition statement from RBC Bank. Interest rates. Unless otherwise disclosed in this brochure, there will be no changes to the terms and conditions of the interest rate and fees on your loan or line of credit. Making payments by mail. We will no longer issue coupon books after Friday, February 17, Instead, you will receive a monthly statement with a tear-off payment slip. If you are making payments using coupons, continue to use them until you receive your first statement from RBC Bank then destroy your old coupons and follow the instructions on your statement, which will show your new account number. Please mail payments to: RBC Bank Loan PO Box Boston, MA Turning dreams into reality. Automatic drafts (account debits). If you are currently using automatic drafts to make monthly payments on your loan or line of credit, this service will continue, and all terms will remain the same. Automatic draft deductions occur only on the payment due date. You may schedule one-time or recurring payments to your loan or line of credit accounts via your online banking. Overdraft protection. If you have a line of credit (whether a personal credit line or home equity line of credit) with RBC Bank that is linked to your RBC Bank checking account(s) for overdraft protection, this will remain intact. Personal installment loans. The terms and conditions of your RBC Bank installment loan will not change. Personal installment loans include loan types like car loans, lot loans, home equity installment loans, CD secured loans and unsecured loans, among others. Personal credit lines. If you have a credit line with RBC Bank, your existing terms and conditions will continue. With a credit line you have the flexibility to draw on your available credit limit as you need it, and as you pay off your balances those funds become available to use over again on your credit line. If you use checks to access your line of credit, you may continue to use your existing credit line checks until new checks are sent to you with your new account number ROYAL 5-3 ( ) rbcbank.com/transition 15

10 Loan accounts > Credit cards. Home equity lines of credit. If you currently have an RBC Bank Home Equity Line of Credit (or Equity Line), your interest rate, fees and payment terms will not change. You may continue to use your existing equity line of credit checks until new checks are sent to you with your new account number. Mortgage loans. If your mortgage loan is being serviced by RBC Bank s Mortgage Servicing Division, you should have received a letter in late November which identified changes to your mortgage loan account number, payment mailing address, and other service-related issues. If you have any questions regarding your mortgage, please contact us at for a rewards bonus if you are registering for the first time. See rbcbank.com/rewards for more information. You will find information regarding the RBC Rewards program in the same package that contains your new RBC Bank Visa Platinum credit card. credit card insurance coverage. Your comprehensive insurance coverage also remains unchanged. There will be no disruption to your protection. Personal Identification Number (PIN). There will be no changes to your existing personal identification number (PIN) with your new RBC Bank Visa Platinum credit card. If you have forgotten your current PIN, please contact our Service Representatives at to request the PIN be mailed to you. Making payments. Your payment due dates for your credit card account will not change. There are three ways to make payments. 1. The easiest way is to use your online bill pay, available to you as of 8:00 a.m. ET on Monday, February 20, Please also note that you make schedule one-time or recurring payments to your credit card account using online banking bill pay (formerly using online Funds Transfer). We look forward to the upcoming transition. We re here to help. RBC Bank Visa * platinum credit Card If you currently have an RBC Bank credit card, you will receive (by mail) a new RBC Bank Visa Platinum credit card. Credit cards. RBC Bank visa Platinum Credit Card. Your existing RBC Bank credit card will transition to a new RBC Bank Visa Platinum Rewards or Rewards Plus credit card with no change to your existing interest rate or fees. We will mail your new credit card, along with instructions for activation in mid-february You may continue to use your existing RBC Bank credit card until you receive your new credit card. We encourage you to activate and begin using your new RBC Bank Visa Platinum Rewards or Rewards Plus credit card as soon as you receive it so you can begin taking advantage of all the features and benefits of your new card. Please destroy your old card once you activate your new card. Your existing card cannot be used after March 3, Rewards Program. You have RBC Rewards on your new RBC Bank Visa Platinum Rewards or Rewards Plus credit card. As of February 17, 2012, any rewards points on your existing rewards credit card will transition to your new credit card rewards account. There is not a change to how you earn and redeem your RBC Rewards points on your credit card. You will continue to be able to pool points with other RBC Bank credit card holders (beginning early March). You will not need to re-register your credit card at our rewards website, however, you are eligible 2. Payments can be made by phone or by autopay, which can be set up for you if you simply call your dedicated Contact Center. 3. You can mail your credit card payment. Please note that our payment address will change after Friday, February 17, Our new payment address will be: RBC Bank Cardholder Services PO Box Boston, MA Please send all written inquiries about your account to the following address: RBC Bank Cardholder Services PO Box 869 Buffalo, NY RECURRING PAYMENTS. As of Friday, February 17, 2012, any recurring payments you have established using your existing credit card (i.e., monthly dues, insurance premiums or online sites like PayPal and Amazon ) must be updated with your new RBC Bank Visa Platinum credit card number and expiration date. RBC Bank does not have the legal authorization to make these changes on your behalf. Third parties will not accept a change request from a financial institution. You must contact each company directly. If you have questions regarding your credit card account, call our Service Representatives at CREDIT CARD CHECKS If you have any credit card checks with the current credit card number, you should destroy them after activating your new credit card. You can order new checks with your new credit card number at no cost simply by calling We know this brochure contains a great deal of information and we want you to know we re here to help you make sense of it all. If you have any questions concerning your accounts or the transition, please contact one of our bilingual Service Representatives at ROYAL 5-3 ( ) any time of the day, any day of the week. We are excited about the launch of our new U.S. banking operation and look forward to continuing to serve the banking needs of our cross-border clients in the U.S. Please visit rbcbank.com/transition to get the latest information. In the meantime, thank you for your business, we value your relationship with us, and we appreciate your continued confidence in RBC Bank ROYAL 5-3 ( ) rbcbank.com/transition 17

11 2011 RBC Bank (Georgia), N.A. Equal Opportunity Employer. The Lion and Globe design, RBC Bank, and ROYAL are registered trademarks of Royal Bank of Canada. Used under license. RBC Bank is a trade name used by RBC Bank (Georgia), N.A. and RBC Bank (USA) and its branch offices operate under this trade name. * RBC Bank (USA) and RBC Bank (Georgia), N.A. are licensees of the trademark. All other trademarks are the property of their respective owner(s). Member FDIC RBC-040