This Woodforest National Bank Online Services Agreement ("Agreement"), as amended from time to time, governs your use and access to Woodforest National Bank's Online Services ("Online Services"). Please read and download, save, and/or print a copy for your records. If you have any questions, you can speak directly to Customer Contact Center by calling 1-877-968-7962, by contacting your personal banker at one of our branch locations, or by visiting www.woodforest.com.
By your use of the Online Services and/or acceptance of this Agreement, you hereby agree to be bound by, and comply with, the terms and conditions of this Agreement. You represent to Woodforest that you have received, reviewed, and understand the Agreement.
In this Agreement, the words:
Other capitalized terms are defined throughout the Agreement.
Online Services allow you to access and manage your Account(s) with us online via a personal computer or a mobile device provided these are equipped with supported browsers and other hardware and software set forth in Part II of the Agreement and on the Website.
Access to and use of Online Services is governed by this Agreement and also by the following provisions, which are considered part of this Agreement as applicable to your Eligible Account(s):
If this Agreement conflicts with any other agreements related to your Eligible Account or Online Services, or the other agreements include terms that are not addressed in this Agreement, then the other agreements will control and take precedence, unless this Agreement specifically and expressly states otherwise. The other agreements will only control with respect to the Eligible Account or Online Service with which it is associated, and only to the extent necessary to resolve the conflict or inconsistency. Additional provisions of other agreements regarding your Eligible Account or Online Services that do not appear in this Agreement will continue to apply.
Except as otherwise required by law and/or regulation, we may in our sole discretion change the terms of this Agreement from time to time and at any time. This may include adding new or different terms, or removing terms from this Agreement. When changes are made, the Bank will update this Agreement on the Website. The Website will be updated on or before the effective date of revised Agreement, unless an immediate change is necessary as required by law or to maintain the security of the Website or for other legal reasons. You will be notified, upon accessing Online Services, if we revise, modify or otherwise update this Agreement. Your use of any of the Online Services after the effective date of the new version of this Agreement will constitute your acceptance of both the applicable modifications and the resulting iteration of the Agreement.
If an Eligible Account is owned by more than one person, each such person individually has the right to enroll in Online Services, provide us with instructions, make any decision, obtain any information, or make any request associated with the Eligible Account and related Online Services, to the extent allowed by the terms, conditions or governing provisions of the Eligible Account. We may rely and act on the instructions of any Authorized Account Owner actually received by the Bank in reference to the Eligible Account. If we provide notice to one Joint Owner, all Joint Owners are deemed to have received notice. Access to certain Online Services may require each Joint Owner to have a unique username, challenge questions, and password.
Subject to the terms of this Agreement, you may use Online Services to access, use and manage your Eligible Accounts. The types of Online Services are described generally in this Agreement and more fully on our Website and may change from time to time, at our sole discretion. You agree and understand that you are solely responsible for acquiring and maintaining a computer or other electronic device that can access the Online Services and that you are responsible for all costs associated with same. Not all transactions and services are available for all Eligible Accounts or on all platforms: Desktop, Mobile Web, Mobile Application ("Platforms").
Some of the above services and transactions may not be available for certain Accounts or Consumers/Other Users. Additionally, not all of the above services are available via the mobile web site or mobile applications.
Most consumer and commercial accounts have access to the following services. For information on your specific account, refer to your Account Overview disclosure, see a Retail Banker for details, or contact our Customer Contact Center at 1-877-968-7962.
|Checking||Savings||Money Market||Loans||Lines of Credit||CD's/IRA's|
|View Balance and Transactions|
|Fund Additional Accounts|
|Schedule Bill Payments|
|Update Profile Information|
|Service Center Requests|
|Security Center Services|
Most consumer and commercial accounts have access to the following mobile services through iOS or Android mobile applications. For information on your specific account, refer to your Account Overview disclosure, see a Retail Banker for details, or contact our Customer Contact Center at 1-877-968-7962
|Checking||Savings||Money Market||Loans||Lines of Credit||CD's/IRA's|
|View Balance and Transactions|
|Fund Additional Accounts|
|Schedule Bill Payments|
|Update Profile Information|
|Service Center Requests|
|Security Center Services|
You may access your Eligible Accounts through the Website or Mobile Application any time. To do so, you must establish and use a username, a password, answers to your security questions, and have the required hardware and software as described in this Agreement or on the Website. For added security, you will be required to establish a strong second factor authentication protocol (SMS text, authenticator, biometrics or any additional strong security protocols we may establish) to use high risk transactions and services. You must comply with any security procedures and policies we may establish from time to time.
Description of Transfers
If you have two Eligible Accounts, you may direct funds be transferred from one Eligible Account to another.
How Transfers Work
Canceling or Changing a Transfer
Loan Payments are Transfers from an Eligible Deposit Account into an Eligible Loan Account and follow the same rules as Transfers, noted above. Woodforest reserves the right to limit the amount of the funds transfer and the system will enforce such limits, if necessary.
Unless otherwise stated, Transfers are subject to the same terms and conditions outlined in your Account Disclosures and any applicable agreements with Woodforest. Please review the Woodforest National Bank Account Disclosures for additional important information regarding Electronic Funds Transfers.
Description of Stop Payments
At your request and risk, you can submit stop payments for a single check or a range of checks. Online stop payments for ACH transactions, ATM/Debit transactions and electronically-processed bill payments are not allowed. Your online request is the same as giving written permission to order an online stop payment and the stop payment order is effective for 180 days (six months).
How Stop Payments Work
Canceling or Changing a Stop Payment
To cancel or modify a stop payment request you must contact the Bank at 1-877-968-7962 or visit your local branch. You can view Stop Payment history from within Online Services.
You may open and fund new Eligible Accounts if you meet all requirements as determined by the Bank. While you will receive an account number, the new Account may not be available for use until the next Business Day. Account Disclosures will be presented when you establish the new account online and you must agree to these documents to complete the open account process. Additional Account Disclosures will be sent to you via U.S. Mail. You must sign and return the applicable documents or your account may be closed.
Woodforest Debit Card Orders
You can order a new or replacement Woodforest Debit Card through Online Services if you meet all requirements set forth by the Bank. Replacement cards will be sent with a new card number, and the existing card will be closed 14 days after the replacement card is issued. At that time any automatic debit transactions using the closed card number will fail. Contact your billers to update any automatic debit transactions accordingly. Any Woodforest Debit Card you order will be subject to the same agreement in accordance with your applicable Account Disclosures, and may incur applicable fees.
Reporting Lost / Stolen Woodforest Debit Card
If your Woodforest Debit Card is lost or stolen, you must notify the Bank in accordance with the Woodforest Debit Card Agreement. You may notify us by:
Your Woodforest Debit Card will be closed and any automatic debit transaction, that we are not legally required to pay, using the card number will fail. Contact your billers to update any automatic debit transactions accordingly.
Description of Bill Pay
If you have a Bill Pay Eligible Account, a valid U.S. mailing address, and a valid email address on file with Woodforest National Bank, you may use our Bill Pay service. Payments initiated through Bill Pay must be directed only to Payees with a valid U.S. address. Payments are limited to $20,000.00 per item and $20,000.00 per day.
When setting up Payees and payments in Bill Pay, you must provide us with information on your Payee accounts. You must ensure this information is, and remains, accurate and complete. We will use this information to facilitate your use of the Bill Pay service, and for accessing Payee websites on your behalf.
If there is a Joint Owner associated with the Bill Pay Eligible Account, you and the Joint Owner consent to permit us to disclose information concerning the Bill Pay Eligible Account payments, completed, pending and scheduled, to other Joint Owners. Joint Owners may use the same Bill Pay Eligible Account for their individual use of Bill Pay. Each Authorized Account Owner has the same right of access to Bill Pay services such as notifying Customer Contact Center of suspected loss or fraud or canceling individual payments, Bill Pay services, etc. Each Authorized Account Owner must individually enroll in Bill Pay and, if so enrolled, will have a separate Payee list and payment history.
How Bill Pay Works:
Payment Authorization and Available Funds
Canceling Payments; Requesting Stop Payments, Refunds, or Reversals
Returned Bill Payments
A Payee, a payment system participant, and/or the United States Postal Service may return payments for various reasons, such as the Payee account number is not valid, the Payee is unable to locate your account, the Payee has changed its address or sold your account, or the Payee account was paid in full. While we may, as a courtesy, attempt to notify you of a returned payment, we are under no obligation to do so. Payments made by check will be returned to your Bill Pay address on file.
Termination of Bill Pay
If you have Bill Pay and do not schedule or process a payment through Bill Pay for any 3-month period, we may, at our sole discretion, terminate your use of Bill Pay without prior notice. You agree that you will only use Bill Pay for the authorized payment of lawful bills and invoices. Please note that the usage of Bill Pay for any unlawful and/or unauthorized purpose, to the extent that Woodforest determines it as such, may result in termination of your access to Bill Pay, in addition to termination of all Woodforest-provided services, at our sole discretion.
You must have at least one Bill Pay Eligible Account to use Bill Pay. If you close your Bill Pay Eligible Account, you must designate a new Account within 30 days or we may terminate Bill Pay services without prior notice. If we terminate your use of Bill Pay services, your online bill payment information will be lost and all pending payments will be cancelled and are your sole responsibility. If you decide to terminate Bill Pay services, all future bill payments at the same time that you cancel Bill Pay will be deleted. You may contact the Bank at 1-877-968-7962 and request cancellation of Bill Pay services, but you may be required to submit this change in writing.
Third-Party Service Providers
We may use unaffiliated third-party service providers to act on our behalf in processing payments you schedule through Bill Pay. Any such service provider is required to implement appropriate measures to protect the privacy and security of your information.
Bill Pay Provisions Control
If this Bill Pay Section conflicts with any other provisions of this Agreement, this Section governs with respect to Bill Pay.
Description of eBills
eBills are a feature of Bill Pay that allows you to receive bills electronically from participating Payees. If a Payee participates in electronic billing, you will be taken through a series of steps to enroll in and set up an eBill. In addition to viewing your bill, you can set up reminders and automated payments. The following are general requirements for use within Online Services but does not supersede any eBill agreement between you and a Payee.
To receive delivery of your eBills through Bill Pay, you must have a Bill Pay Eligible Account, and be registered with Bill Pay services. You need to ensure that your computer software meets the requirements provided on the Website in order to view, print, and/or save your eBill and legal notices. You may set up reminders to let you know that your current eBill is ready for you to view, save, print, or pay at your convenience.
Payee Login Credentials
In order to facilitate eBill delivery, we may ask you for authentication information, such as any required password provided to you by the Payee or that you created in order to access the Payee website. When you provide this information, you authorize the Bank to use such information and to access the Payee's website to retrieve the account billing information on your behalf, and you appoint us as your agent for this limited purpose. Payees have their own criteria and may exercise their sole discretion in deciding to accept or deny requests to provide eBills. We are not responsible if a Payee denies the request to provide an eBill, or does not provide the necessary data to forward an eBill in a timely manner.
You need to ensure that your contact information is current with Payees at all times, as we are unable to update or change your information, (e.g., name, address, phone number(s) and email address(es)) that you have established with a Payee. You will need to update such information by contacting the Payee directly. Additionally, it is your responsibility to maintain all usernames and passwords for the Payee website.
Other Important Terms
Responsibility for Timely Payment
Questions and Errors
In case of questions or errors about the eBill or Bill Pay services, you may send us a secure email, or contact Customer Contact Center at 1-877-968-7962. We must hear from you no later than 60 days after we send the first paper or online statement on which the problem or error appeared. If you notify us verbally, we may require that you send us your complaint or question in writing within 10 Business Days. When you tell us about the problem, please include:
We will give you the results of our investigation within 10 Business Days (or 20 Business Days if your account was opened less than 30 days prior to the date of the suspected error) after we hear from you. If we have made an error, we will correct it promptly. If we need more time, however, we may take up to 45 days (or 90 days if your account was opened less than 30 days prior to the date of the suspected error) to investigate your complaint or question. If we decide to do this, we will credit the account in question within 10 Business Days (or 20 Business Days if your account was opened less than 30 days prior to the date of the suspected error) for the amount you think is in error, so that you will have the use of the money during the time it takes us to complete our investigation. Such crediting is referred to as a provisional credit. You agree and authorize us to make an electronic transfer to your account to make such provisional credit. If we ask you to put your complaint or question in writing and we do not receive it within 10 Business Days, we may not provisionally credit the account(s) that was the subject of your complaint.
We will give you the results within three Business Days after completing our investigation. If we find there was no error, we will send you a written explanation. You may ask for copies of the documents that we used in our investigation. If we provisionally credit your account, we may take back the amount of any credit if we find that an error did not occur. You agree and authorize us to debit your account to take back the amount or claim a refund from you for such amount.
The following apply to both Security/System Alerts and Account Alerts:
You must be enrolled in Online Services, have an Eligible Account, have a valid email address, an application or web browser capable of rendering PDF documents for Desktop and Mobile Web Platforms, and equipment as set forth in the Equipment and Supported Browsers section of the Agreement and on Mobile Application to participate in eStatements and other communications.
Enabling eStatements means you agree to receive your periodic statements for Eligible Account via electronic delivery ("eStatements"), and we will no longer mail paper statements to you for such Eligible Account. All Account Owners will be bound by the decision of the Account Owner who enrolls in or cancels the service. Periodic account statements will remain available for at least 24 months through Online Services. Preferences can be managed by accessing the Manage eStatements page in the Service Center section of Online Services. By registering for this service, you agree that instead of receiving a paper statement each month, you will receive an e-mail notice, to be delivered to your designated primary e-mail address when your eStatement is available to view. You may access your eStatements and any Account Disclosures included within your eStatement by logging in to Online Services and selecting the appropriate links to view your eStatements and any included Account Disclosures.
You must provide us with a correct e-mail address that will be used to deliver e-mail notifications when a new eStatement is available to view via Online Services. You understand that it is your responsibility to update your e-mail address to ensure proper delivery of eStatements and other Electronic Communications (as further described below). Should you change your e-mail address for any reason, you will notify us immediately to ensure that Online Services, eStatements, and any other communications are not interrupted. To update, add, or delete your e-mail address, log into Online Services via the Desktop Platform and select Services / Manage My Contact Information or Messages / Manage Contact Points. You may also update your e-mail address by contacting Customer Care at 1-877-968-7962.
Other Electronic Communications
Electronic Communications we may provide includes, but are not limited to the following:
If Electronic Communications are selected, you agree to permit the Bank to provide, notices and Account disclosures, based on the types elected by the Bank, to you in electronic form instead of providing such in paper form. All Electronic Communications that we provide will be accessible either by e-mail or through our Online Service. While we may, as a courtesy, send you an email notice that your communication is available; it is ultimately your responsibility to promptly review any communications provided to you through this service. You agree that you will notify us as soon as possible in the event that you are unable to access any Electronic Communications that have been made available to you.
Unless otherwise stated, all Electronic Communications are subject to the same terms and conditions outlined in your Electronic Notification Terms and Conditions. Please review the applicable Account Disclosures for additional important information regarding Electronic Communications.
How to Withdraw Consent
You may withdraw your consent to receive eStatementsand other Electronic Communications at any time by calling us at 1-877-968-7962 or by accessing the Manage eStatements page in the Service Center section of Online Services. Withdrawal of consent should be received at least ten (10) business days before the end of your normal statement cycle.
Some Accounts charge a monthly paper statement fee. In the event you withdraw your consent to receive eStatements, you may incur a monthly paper statement fee. You may call Customer Care at 1-877-968-7962 or review your Account Disclosures for details on paper statement fees.
If, after enabling eStatements, you can no longer access eStatements due to the inability to meet the Equipment and Supported Browser requirements, you have the right to withdraw consent for eStatements and you will not be charged for paper statement delivery. If you are unable to meet the Equipment and Supported Browser requirements and to avoid the paper statement fee, you must contact Customer Care at 1-877-968-7962.
Additional Provisions for Paper Copies
You can obtain a paper copy of any eStatement or other notice or disclosure by printing it yourself or by requesting that we mail you a paper copy. To request a paper copy, contact us by telephone at 1-877-968-7962 or use the Request a Statement Copy page in the Service Center section of Online Services. You will incur an Activity Printout Fee for our delivery of paper copies of any eStatement. Such fee is set forth in the Schedule of Fees applicable to the Account for which the Electronic Communication relates.
We reserve the right to provide a paper copy (instead of electronic) of any Communication that you have authorized us to provide and for which you have not withdrawn consent. If we choose to provide you with a paper periodic statement you will incur a monthly or quarterly Paper Statement Fee, if your Account is not exempt from such fee (see your Account Disclosures for more information). Any other Electronic Communication, which we are required to provide you, will be provided via paper copy without any additional charge.
You are responsible for obtaining, maintaining and operating your own equipment used to access and perform any Online Services. We will not be responsible for any failure or errors resulting from or substantially attributed to the malfunction of your equipment. We are not responsible for any data service charges you incur while accessing Online Services.
Full Site Access (online.woodforest.com)
We support versions of the following browsers and operating systems (“OS”) for accessing Online Services via our full Website:
Other browsers and platforms may also work, but we only support them minimally, if at all. Please use the browser versions above for optimal compatibility.
Mobile Access (mobile.woodforest.com)
To download and access Online Services via a Woodforest Mobile Application, the following devices are supported:
To access Online Services via our Mobile Website, the following browsers are supported:
Some Online Services are not available within the Mobile channel. Refer to the Services Available (mobile.woodforest.com) set forth in Part II of this Agreement for more information.
Woodforest National Bank will not be liable for any losses resulting from circumstances over which we have no control, including, but not limited to, the failure of electronic or mechanical equipment or communications lines, telephone or other interconnect problems, operator errors, log-in sequences, war and other acts of hostility, severe weather, earthquakes, floods, or other such events.
The Bank will use commercially reasonable efforts to make payments to Payees based on receipt of your instructions. In addition to other limitations on liability as set forth in this Agreement, we and our service providers shall not incur any liability to you if we cannot complete a payment or other transaction because of one or more of the following:
Provided none of the foregoing exceptions is applicable, if Bill Pay (a) causes an incorrect amount of funds to be removed from your Bill Pay Eligible Account, or (b) causes funds from your Bill Pay Eligible Account to be directed to a Payee that does not comply with your payment instructions, we will be responsible for returning the improperly paid funds to your Bill Pay Eligible Account, and for directing to the proper Payee any previously misdirected funds. In addition, with respect to a Bill Pay Eligible Account in good standing, we will reimburse verified late fees, if any, that directly result from a payment delivered after its Deliver By Date up to $50 per late fee incurred, as long as the payment instruction was submitted accurately, and in accordance with the guidelines described under Section II Bill Pay above, and none of the circumstances listed immediately above applies. We must receive a claim for any such late payment within 75 days of its occurrence, and which claim must be accompanied by reasonably sufficient documentation to support it.
You acknowledge that there are alternate methods for accessing the information and processing the transactions provided by Online Services, such as making payments by check or debit card, by accessing transaction information through Telephone Banking (1-866-226-5724), or by contacting Customer Contact Center at 1-877-968-7962. In the event you should experience problems in accessing any Online Service, you will attempt to access such information and perform such transactions by these alternate methods.
Your use of the Online Services and all information, products and other content included in or accessible from the Online Services (whether provided or made available by us or a third-party service provider) is conducted and assumed at your sole risk. Online Services are provided on an "as is" and "as available" basis except as otherwise stated herein, Woodforest National Bank and its third-party service providers expressly disclaim all warranties of any kind to the fullest extent permitted by law as to the Online Services and all information, products and other content included in or accessible from the Online Services, whether express or implied, including but not limited to implied warranties of merchantability, fitness for a particular purpose and non-infringement.
Woodforest National Bank and our third-party service providers make no warranty that (i) the Online Services will meet your requirements, (ii) the Online Services will be uninterrupted, timely, secure or error-free, (iii) the results that may be obtained from the use of the Online Services will be accurate or reliable, (iv) the quality of any products, services, information or other material purchased or obtained by you through the Online Services will meet your expectations, (v) any errors or defects in the technology will be corrected or (vi) the website is free of viruses or harmful components.
In no event shall Woodforest National Bank or any of our officers, directors, shareholders, parents, affiliates, agents, or third-party service providers be held liable to you or any Eligible Account Owner, Authorized Signer, Guarantor, Primary Borrower, Custodian, or other with an unspecified interest therein for damages due to our failure to complete a transfer, bill payment or other service. Neither Woodforest National Bank nor any of our officers, directors, shareholders, parents, affiliates, agents, or third-party service providers shall be liable for any special, indirect, punitive or consequential damages, including, without limitation, lost profits or revenues, even if Woodforest National Bank is advised in advance of the possibility of such damages.
The Bank currently does not charge a fee for Woodforest Online Services. However, we reserve the right to change this policy at any time as long as we provide reasonably sufficient notice as to the new charges, as may be required by applicable law and/or regulation.
You can find the fees and charges (such as overdraft fees) that apply to all of your Eligible Accounts in the Account Disclosure or Schedule of Fees, as applicable.
You may also incur fees and charges from the following, including but not limited to:
Online Services are available 24 hours a day, 365 days a year — except during system maintenance and upgrades or when interrupted by circumstances beyond Woodforest National Bank's control. However, bill payments can only be processed on Business Days. We can also be reached by telephone at 1-877-968-7962, via Secure Email or Contact Us at woodforest.com.
If you close all Eligible Accounts, you will still have access to certain Online Services provided you have a valid and active username and password to Online Services. However, you may request to suspend or terminate your access to Online Services at any time for any reason. You should complete the following prior to requesting termination or suspension of services:
The Bank also reserves the right to suspend or terminate Online Services and/or specific features at any time, for any reason. The Bank will provide prior notice of termination as required by law.
The Bank may also terminate or disable your Online Profile and your access to Online Services in general or to certain transactional features without notice, if necessary, to maintain or restore the security of an Account, of our systems, or due to unusual or abusive activity on your part. Our suspension or any termination of your Online Profile will not affect any obligations or liability you might have under this Agreement.
If you no longer have access to your periodic eStatement, the Bank will update your delivery preference to paper, and you may incur a paper statement fee as set forth in the eStatements and Other Communications section of this Agreement.
The Online Services Message Center provides you with a safe, secure way to correspond with us.
No Woodforest National Bank employee, nor any company affiliated with Woodforest National Bank, will contact you via email or phone requesting your username or password without your prior knowledge. If you are contacted by anyone requesting this information, do not provide it, and contact us immediately. You may also forward suspicious emails to email@example.com and we’ll investigate them.
System-related emails such as security alerts, enrollment or device activation tokens, are sent on your behalf based on your request or your actions. Account-related alerts are sent on your behalf based on your request and parameters you establish within Online Services.
The Message Center is a safe, secure way to correspond electronically. For immediate assistance, if you have any questions about your electronic transfers, bill payments or other Online Services, call us at 1-877-968-7962, or write to us at Woodforest National Bank Online Services, P.O. Box 7889, The Woodlands, TX 77387. Please review the Woodforest National Bank Account Disclosures, as applicable, for important information concerning steps you must take if you think a particular electronic funds transfer has been made in error.
Except as expressly provided otherwise in this Agreement, we will provide you notices, Alerts and other information regarding your Eligible Account or the Online Service through mail, electronic means (either email, text or by posting information on woodforest.com), or by other means available. To the extent that the information is sent via email or text, it will be sent to either your Message Center that you access through Online Services on our Website or your external email address that you provided to us, or mobile phone number that you provided. Any Eligible Account or Online Service-related communication will be deemed to be sent on the first Business Day following the date on the communication. Any Eligible Account or Online Service-related communication posted on our Website or otherwise sent to you will be deemed to be delivered to and received by you and any Joint Owner on the third (3rd) Business Day following the date on the communication. We always reserve the right to communicate with you through the U.S. Postal Service or other means.
You may not assign this Agreement to any other party. However, Woodforest may assign this Agreement to any directly or indirectly affiliated company without notice or consent from you. We may also assign or delegate certain of our rights and responsibilities under this Agreement to independent contractors and other third parties within our sole discretion and without notice or consent from you.
We shall not be deemed to have waived any of our rights or remedies under this Agreement unless such waiver is in writing and signed by us. No delay or omission on our part in exercising any rights or remedies shall operate as a waiver of such rights or remedies or any other rights or remedies. A waiver on any one occasion shall not be construed as a bar or waiver of any rights or remedies on future occasions.
This Agreement and our offering of the Online Services are governed by the laws of the State of Texas and applicable federal law, without regard to any different state laws that may govern your Accounts. You irrevocably submit to the jurisdiction of any Federal or State court sitting in the State of Texas for any action that you bring and agree that, in any action brought under this Document, venue shall be placed in Montgomery County.
If any part of this Agreement is determined to be invalid or unenforceable, such determination will not affect the remainder of this Agreement.