Frequently Asked Questions

About the eZCardInfo Service from First Financial Bank

 

About eZCardInfo

·         What is eZCardInfo?

·         What is required for sign-up for eZCardInfo?

 

Browser Security

·         What is an appropriate browser?

·         Why are only some versions of browsers supported?

      

Security Questions

·         How secure is my sensitive banking information and personal information? How can I know at this information will not be intercepted?

·         How do I know when a secure session has been created?

·         What are my obligations to help secure my transactions with eZCardInfo?


Using the eZCardInfo Site

·         Can I use the website to view and change my current billing address and other personal information associated with my credit card?

·         Can I view my current transactions online?

·         Why are the current transactions that appear on the Transactions Web page not included as part of my payment that is due?

·         Why do I see my transactions from my old card?

·         What is a minimum payment?

·         How do I view my current statement online?

·         When are my online statements available?

·         How do I print my statement(s)?

·         How do I save my statement(s) to my hard drive?

·         When will my paper statements be mailed to me?

·         Can I change my option to receive statements either on paper or electronically at any time?

·         How many statements will appear on this website at one time?

·         How can I get copies of statements that do not appear on this website?

·         Who do I contact if I have a question about a transaction that appears either on the Transactions Web page or on one of my credit card statements?

·         Will I see a copy of my receipt or detailed transaction information?

·         What is the difference between an authorization and a posted transaction?

·         How long does a merchant have to post a credit for a refund or return to my account?

 

Payment Information

·         Can I make a payment online?

·         When setting up my payment method, where can I find my bank's routing transit number and checking account number?

·         Can I set up more than one bank account to make online payments from?

·         What is the Confirmation Number?

·         Do you accept credit card or debit card payments?

·         How do I know a payment is really cancelled when I attempt to cancel a specific payment?

·         How do I know which payment was not honored by my bank?

 

Automatic Payments

·         What will happen if I arrange for an automatic payment from my checking account, but my checking account does not have sufficient funds?

 

Using My Credit Card

 

·         How do I activate my credit card?

·         Can I use my credit card at any merchant?

·         Can I use my credit card at an ATM to withdraw money?

·         Can I use my credit card at my local institution branch to withdraw money?

·         How can I check the balance on my credit card?

·         Why are there sometimes problems using my credit card at gasoline stations?

·         How long can I use my credit card?

·         How do I know what my credit limit is for my credit card?

·         What happens when I reach my credit limit?

·         What do I do if my credit card expires?

·         What should I do if my credit card is lost or stolen?

 

E-mail Notices

·         When do I receive an e-mail notice?

·         How do I update my e-mail address?

 


 

About eZCardInfo

What is eZCardInfo?

eZCardInfo is a Web-based application that allows you to view statements, review information and make payments on the enrolled credit card(s). You can see personal information, including your name and billing address. Credit card account information is also provided, including your credit limit, payment due, current transactions and up to 12 months of credit card statements.

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What is required to sign-up for eZCardInfo?

You need to have access to the Internet and a valid e-mail address. Your computer must have an operating system and web browser that is supported by this service (see “What is an appropriate browser?” below). When you sign up, we will ask you for your First Financial Bank credit card account number, your card expiration date, the last four digits of your phone number, the first five digits of your ZIP code, the last four digits of your Social Security Number and your mother’s maiden name. Make your entries without dashes or spaces and continue to follow the sign up instructions on the screen to complete your enrollment. When you have completed enrollment and agreed to the Terms and Conditions, you will be able to view your most recent statement and make online payments.

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Browser Security

What is an appropriate browser?

We use 128-bit encryption to make your information unreadable as it passes over the Internet. Therefore, we strongly recommend that you use the latest version of Microsoft Internet Explorer, Mozilla FireFox or Apple Safari.

·         If you need a newer version of Microsoft Internet Explorer, you can download it by going to http://www.microsoft.com/windows/ie/downloads/default.mspx .

·         If you need a newer version of Mozilla FireFox, you can download it by going tohttp://www.mozilla.com/en-US/.

·         If you need a newer version of Apple Safari, you can download it by going tohttp://www.apple.com/safari/.

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Why are only some versions of browsers supported?

To help ensure that your confidential financial information is protected in transit, we encrypt all messages between your browser and this service. Some browser versions do not support         the needed levels of encryption.

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Security Questions

How secure is my sensitive banking information and personal information? How can I know that this information will not be intercepted?

The eZCardInfo service uses the following security features:

·         SSL: We use SSL (Secure Sockets Layer) that ensures your connection and information is secure.

·         Encryption: We strictly enforce 128-bit encryption security levels for users accessing this service. All users accessing this service must ensure that their Web browsers are set to enable 128-bit encryption.

·         Automatic Sign-Out: We automatically sign you out after 15 minutes of inactivity.

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How do I know when a secure session has been created?

Most of the supported browsers will give you a message box stating when you are going into a secure session. Internet Explorer and FireFox use a small padlock icon on the bottom-right side of the browser window. When there is a secure session in place, the padlock will appear locked. Another indication that your browser is operating in secure mode can be found in the website address. The address will begin with (http://) in standard, non-secure mode and with (https:) in secure mode. The ‘s’ in ‘https’ stands for secure.

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What are my obligations to help secure my transactions with eZCardInfo services?

You are responsible for the following:

1. Do not give out your bank account information, bank routing information, or account information other than when we are certain that the secure site is on. 

2. You also must be sure that you are using an appropriate browser.

3.  Be sure to close your browser immediately after you are finished transacting your payment(s) or reviewing your data.

For more details, please read Terms of Use as you enroll and as you use the Service.

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Using the eZCardInfo Site

Can I use the website to view and change my current billing address and other personal information associated with my card?

Your billing address will be available on your statement image (see “How do I view my current statement online?”); but at this time you cannot change your address on the website. If you want to change your billing address or other information, contact our Client Service Center toll free at 800-221-8890. Please have your 16-digit credit card number available when you call.

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Can I view my current transactions online?

Yes, in general, current transactions that are posted to your account after the date of your most recent statement will appear on the Transactions page of your website. Once you are logged into the site, click the Transactions link on the navigation bar and select Current Transactions to view your current transaction activity.

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Why are the current transactions that appear on the Transactions page not included as part of my payment that is due?

The amount of your payment due is based on your total credit card balance on the date of your most recent statement. The transaction activity you view today will be included as part of your next month’s statement and payment due.

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Why do I see my transactions from my old card?

 

When you receive a new account number, our system maintains a link to your previous account number and the associated history so you do not lose any valuable information.

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            What is a minimum payment?

A minimum payment is the smallest monthly payment you can make and still comply with the terms and conditions of your account. Each month that your account has a balance, a minimum payment will be due. Please refer to your cardholder agreement and monthly statement for details.

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            How do I view my current statement online?

After successfully logging into the site, you will be on the Account Summary page. Simply click the Statements link on the navigation bar and select View Statements. The first time you go to view your statements, you will be provided helpful information concerning your online statements. You will also need to confirm your e-mail address. Once complete, select Accept and you will be taken to the statement viewer. You will need Adobe® Reader® software. If you do not have Adobe® Reader® software installed on your PC, you can download a free copy of the software by selecting the link on the page or going to http://www.adobe.com.

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When are my online statements available?

Statements are generated once each month on a specific cycle date. For example, if your account cycle ends on the 15th of each month, then all transactions posted on or before the 15th appear on that statement, and your new monthly statement is available for viewing within three to five days of the 15th, depending on any necessary weekend or holiday processing. When your cycle date falls on a weekend or holiday, your cycle date is adjusted to the next full business processing day. In these situations, your statement may also include transactions occurring over the weekend or holiday as well as those occurring on the adjusted cycle date.

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How do I print my statement(s)?

After successfully logging into the site, you will be on the Account Summary page. Simply click the Statements link on the navigation bar and select View Statements. The first time you go to view your statements, you will be provided helpful information concerning your online statements. You will also need to confirm your e-mail address. Once complete, select Accept and you will be taken to the statement viewer. You will need Adobe® Reader® software. If you do not have Adobe® Reader® software installed on your PC, you can download a free copy of the software by selecting the link on the page or going to http://www.adobe.com. Once the statement is viewable, select the Print option near the top of the page.

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How do I save my statement(s) to my hard drive?

After successfully logging into the site, you will be on the Account Summary page. Simply click the Statements link on the navigation bar and select View Statements. The first time you go to view your statements, you will be provided helpful information concerning your online statements. You will also need to confirm your e-mail address. Once complete, select Accept and you will be taken to the statement viewer. You will need Adobe® Reader® software. If you do not have Adobe® Reader® software installed on your PC, you can download a free copy of the software by selecting the link on the page or going to http://www.adobe.com. Once the statement is viewable, select File, Save As and select the location and folder on your PC where you would like to save the pdf images of your statements.  Be certain to save your statements only in a safe location on a personal computer and not a public accessible computer.

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When will my paper statements be mailed to me?

Your paper statement is generated at the same time your electronic statement is created. Once your statement has been printed, packaged, and mailed, you should receive your statement within five to seven business days after it is generated.

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Can I change my option to receive statements either on paper or electronically at any time?

You can select or change your statement delivery method once you are logged in by clicking on Statements and selecting Delivery Options. Here you will be able to choose either Paperless or Mail. It will take 24 to 48 hours to process the request. If you are electing a paperless statement, you may still receive one more statement in the mail dependent upon when your request is submitted and when your mailed statement is scheduled to be produced.

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How many statements will appear on this website at one time?

A maximum of 12 statement images can appear at one time on the website. The number of statements that appear depends on when you enrolled. You will have 18 months of transaction history available under the Transactions link.

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How can I get copies of statements that do not appear on this website?

To get copies of statements not shown on this website, you can contact our Client Service Center toll free at 800-221-8890. Please have your 16-digit card number available when you call.

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Who do I contact if I have a question about a transaction that appears on either the Transactions Web page or on one of my statements?

If you have questions or concerns about any of the transactions that appear on this website or on one of your statements, you can contact Client Service Center toll free at 800-221-8890. Please have your 16-digit credit card number available when you call.

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Will I see a copy of my receipt or detailed transaction information?

No, receipts do not appear on the website. Transaction information you see on your statement and on the Transactions Web page online primarily includes merchant information such as store descriptions, addresses, telephone numbers, website addresses and store location details.

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            What is the difference between an authorization and a posted transaction?

An authorization is a temporary transaction. These temporary transactions are used to hold funds from your available credit line for a purchase, cash advance or other credit transaction until the actual transaction is posted and debited from your available credit line. Authorizations are removed from your credit card transaction history when the actual transaction is posted to your credit card account. Posted transactions include a reference number for identification and also appear on your credit card statement. Both authorizations and posted transactions affect your available credit line.

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How long does a merchant have to post a credit for a refund or return to my account?

A merchant must post a credit for a refund or return to your account within 30 calendar days of the date that you contacted the merchant and the merchant agreed to issue a credit.

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Payment Information

 

            Can I make a payment online?

Yes, simply click the Make a Payment link. You can then select either the One-Time Payment option or the Manage Recurring Payments option

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When setting up my payment account(s), where can I find my bank’s routing transit number and checking account number?

The routing transit number can be found on the lower left-hand side of your check. The checking account number is to the right of the routing number. An illustration is provided when adding or modifying a bank account in Manage Payment Accounts.

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Can I set up more than one bank account to make online payments from?

            Yes.  Just click on Manage Payment Accounts to add new or modify existing bank accounts.

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What is the Confirmation Number?

The Confirmation Number is a unique number assigned to each payment.

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Do you accept credit card or debit card payments?

Not at this time. Currently, only online payments, made with a valid checking or savings account with a U.S. bank are accepted.

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            How do I know a payment is really cancelled when I attempt to cancel a specific payment?

The payment status will show as “Cancelled” in the Status column when you view Payment History.

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How do I know which payment was not honored by my bank?

The payment status will show as a “Returned Payment” or “Returned ACH” on your Transaction History.

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          Automatic Payments

What will happen if I arrange for an automatic payment from my checking account, but my checking account does not have sufficient funds?

The institution where you have your checking account may choose to return the payment transaction and may also charge you a non-sufficient funds fee. If the payment transaction is returned to us, we will reverse any credit given for the payment. We will also follow the terms and conditions of your credit card account in applying the appropriate fees and finance charges, which may include a returned payment fee. You will also receive an e-mail notice notifying you of the situation. All e-mail notices are delivered to the e-mail address on file. To review the e-mail address on record, click on Online Account Profile and select Change E-mail Address.

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          Using My Credit Card

How do I activate my credit card?

You can call the number on the Card Activation Sticker on your new credit card at 866-444-0083, 24 hours a day, seven days a week. Please have your 16-digit credit card number available when you call.

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Can I use my credit card at any merchant?

You can use your credit card at any merchant as long as you have sufficient available credit remaining on your card and the merchant accepts your type of credit card; for example, Visa or MasterCard are listed by most merchants as accepted card types.

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Can I use my credit card at an ATM to withdraw money?

Most institutions allow you to use your credit card to get a cash advance from an ATM. The amount you can receive may be limited to a specific amount within a 24-hour period, and a service charge may be deducted from the remaining balance on your credit card in addition to the cash advance amount. A higher interest rate may also be applied to these types of transactions.

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Can I use my credit card at my local institution's branch to withdraw money?

Most institutions allow you to use your credit card to get a cash advance at their local branch. The amount you can receive may be limited to a specific amount within a 24-hour period, and a service charge may be deducted from the remaining balance on your credit card in addition to the cash advance amount. A higher interest rate may also be applied to these types of transactions.

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How can I check the balance on my credit card?

There are several ways to check the current balance of your credit card. On the website, you can check the balance and view your current transactions on the Transactions page. If you have questions about your balance or other account information you can contact our Client Service Center toll-free at 800-221-8890. Please have your 16-digit credit card number available when you call.

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Why are there sometimes problems using my credit card at gasoline stations?

When you use your credit card in the card reader on a gasoline pump, the card reader automatically checks with the card network to see if you have enough available credit to pay for an average purchase of gas. If the remaining credit on your credit card is not enough to pay for an average purchase, your attempt to pay at the pump will be declined. The average gas purchase amount is generally recalculated when gasoline prices change.

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How long can I use my credit card?

Your credit card is valid until the expiration date that is embossed on the front of the card. In general, a card is valid for one to two years and a new card will be issued automatically shortly before your current card expires. You can use your old credit card until the end of the month in which it expires and then activate your new card (optional). Or, you can activate your new card immediately by calling 866-444-0083. Please have your 16-digit credit card number available when you call.

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How do I know what my credit limit is for my credit card?

Your credit limit and your available credit line appear on each of your statements. If you have questions about your credit limit or other account information, you can call our Client Service Center toll-free at 800-221-8890. Please have your 16-digit credit card number available when you call.

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What happens when I reach my credit limit?

If you want to have your credit limit extended, contact our Client Service Center toll free at 800-221-8890 to speak to a representative. Additional credit may not always be extended; however, you must continue to make payments on your credit card balance.

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What do I do if my credit card expires?

Generally, before your credit card expires, we will issue a new card and send it to your current billing address. You can use your old credit card until the end of the month in which it expires and then activate your new card (optional). Or, you can activate your new card immediately by calling toll free 866-444-0083. Please have your new card available when you call.

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What do I do if my credit card is lost or stolen?

As soon as you discover your credit card is missing, call our Client Service Center toll free at 800-221-8890 to report your card as lost or stolen. You can call 24 hours a day, seven days a week.

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E-mail Notices

When do I receive an e-mail notice?

E-mail notices are sent out for two main reasons: activity on the credit card account(s) or general notifications from your financial institution. E-mail notices are sent out after a nightly process.

You could receive an e-mail for any of the following reasons:

Standard Alerts

·         Online Profile Update

·         Card Expiration

·         Payment Returned

Custom Alerts

            Account Events

o    Payment is due in __ *days

o    Credit limit is reached or exceeded

o    Available balance drops below $___*

o    Balance is within $___* of credit limit

o    Balance exceeds $___*

o    Balance drops below $___*

Transaction Events

o    A payment posts to account

o    A credit (other than payment) posts to account

o    A single transaction exceeds $___*

Personal Events

o    Send an alert on (mm/dd/yyyy) __/__/__* to remind me about ____*

*user entered values

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How do I update my e-mail address?

After successfully logging into the site, simply click on the Online Account Profile link on the left side of the screen and select Change E-mail Address.

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