Woodforest National Bank Online Services Agreement

Woodforest National Bank Online Services Agreement

Revision: 01/28/2013

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 Woodforest Customer Care by calling 1-877-968-7962, by contacting your personal banker at one of our branch locations, or by visiting www.woodforest.com.

Definitions

In this Agreement, the words:

  • "Account" means Checking Account, Money Market Account ("MMT"), Savings Account, Certificate of Deposit ("CD"), Individual Retirement Account ("IRA"), or Loan Account offered by Woodforest National Bank. Consumer accounts are used primarily for personal, family, or household purposes. Commercial accounts are owned by a business entity to receive transactions on the behalf of a commercial operation.
  • "Account Disclosures" means documentation provided at account opening, and amended from time to time, including any periodic Account statement, or associated authorization, agreement, disclosure, signature card, notice, or other information related to your Account including but not limited to information that we are required by law and/or regulation to provide to you in writing
  • "Account Holders" Valid account holders include "Authorized Signers," "Guarantors," "Primary Borrowers," and "Custodians". Account holders may have access to Online Services, but may have varying rights to an Eligible Account as defined by the Bank.
  • "Business Days" unless otherwise stated, are Monday through Friday. Saturdays, Sundays and Federal Holidays are not included. Certain transactions, such as transfers, stop payments, and lost/stolen card messages are processed seven days per week.
  • "Close of Business Day", unless otherwise stated, is 8:00 p.m. Central Time (CT).
  • "Consumer" means a natural person who has an Eligible Account for which an Online Service is requested primarily for personal, family or household purposes.
  • "Deliver By Date" means the Business Day a payment is scheduled to be delivered to your Payee.
  • "Due Date" means the date on which a payment becomes due to a Payee.
  • "eBills" refers to a feature of bill payment which provides the consumer and/or other user with the ability to receive bills electronically from participating Payees.
  • "Electronic Communication" means electronic delivery of any "Account Disclosures" or other informational, service, or marketing communication.
  • "Eligible Account" means an Account that is eligible for a particular Online Service.
  • "Expedited Payment" refers to a feature of bill payment whereby a consumer and/or other user can pay a fee for same day or overnight delivery of payment to participating Payees.
  • "Joint Account" is an Account owned by two or more individuals.
  • "Online Services" means our banking or other financial-related services available for certain Eligible Accounts that can be accessed through www.woodforest.com upon enrollment. We may add, remove, change or revise Online Services offered from time to time with or without notice. Other product and service offerings made available by Woodforest National Bank's parent, Woodforest Financial Services, are not Online Services subject to this Agreement.
  • "Other Users" means small business or commercial entities who can also request Online Services for basic banking purposes.
  • Owners:
    • "Owner" means each person who is a named owner of an Eligible Account as indicated in our records.
    • "Joint Owner" means an individual that is an Owner of an Eligible Account with another Owner.
    • "Primary Account Owner" is the individual Owner who is listed first on the Eligible Account in our records.
    • "Authorized Account Owner" means any Primary Account Owner or Joint Owner as listed on the Eligible Account in our records.
  • "Payee"means an individual or entity to whom or which you make payment through the Online Services or the individual or entity from which you receive eBills.
  • "Website" refers to the Woodforest National Bank website, www.woodforest.com, through which the Online Services are made available.
  • "Withdrawal Date," "Payment Date," "Processing Date," or "Send On Date" means the day a transaction is scheduled to be processed against your Account. The term will vary depending on the functionality.
  • "Woodforest National Bank," "Woodforest," "the Bank," "we," "us,," and "our" mean Woodforest National Bank and any of its affiliates, direct, or indirect subsidiaries.
  • "You" and "your" means, as applicable, each Authorized Account Owner (including any Owner) of an Account.

Other capitalized terms are defined throughout the Agreement.

I. Overview

What's Part of This Agreement

Online Services allow you to access and manage your Account(s) with us online via a personal computer 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):

  • Terms or instructions appearing on a screen when enrolling for, activating, accessing, or using any Online Service
  • Woodforest National Bank's rules, procedures and policies, as amended from time to time, that apply to the Online Service of any Eligible Account
  • Debit MasterCard® Agreement and Disclosure
  • Woodforest National Bank Account Disclosures

Conflicts between Agreements

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.

Accepting the Agreement and Future Changes

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.

Authorized Account Owners and Joint Owners

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.

II. Woodforest National Bank Online Banking Services

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 products.

Overview

Transactions

  • View Eligible Account balance(s) and transactions
  • Download transactions into supported file formats
  • Transfer funds between Eligible Accounts
  • Open and fund additional Eligible Account(s) online
  • Bill Pay services:
    • Receive bills from your participating Payees ("eBills")
    • Make payments to Payees
    • Make expedited payments to participating Payees

Services

  • Receive Eligible Account statements
  • Receive Online Alerts and Account Notifications
  • Exchange secure email through the Message Center
  • Update your profile information (email address, mailing address, phone number)
  • Service Center requests:
    • Manage eStatement preferences
    • Re-order checks and deposit slips
    • Order debit card
    • Report debit card lost/stolen
    • Request stop payment
    • Order copies of paid checks/statements
  • Security Center services:
    • Manage Security Alert preferences
    • Manage Account Alert preferences
    • Manage Security Questions
    • Change Username/Password

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.

Services Available (online.woodforest.com)

Most consumer and commercial accounts have access to the following services. For information on your specific account, contact Woodforest Customer Care at 1-877-968-7962.

Checking Savings Money Market Loans Lines of Credit CD's/IRA's
View Balance and Transactions Available Available Available Available Available Note 1 Available Note 1
View Statements Available Available Available Not Available Not Available Not Available
Download Transactions Available Available Available Available Note 1 Available Note 1 Available Note 1
Transfer Funds Available Available Available Available Note 2 Available Note 2 Not Available
Fund Additional Accounts Note 3 Available Available Available Not Available Not Available Not Available
Receive eBills Note 4 Available Not Available Available Not Available Not Available Not Available
Schedule Bill Payments Note 4 Available Not Available Available Not Available Not Available Not Available
Schedule Expedited Bill Payments Note 4 Available Not Available Available Not Available Not Available Not Available
Message Center Available Available Available Available Available Available
Update Profile Information Available Available Available Available Available Available
Service Center Requests Available Available Available Available Available Available
Security Center Services Available Available Available Available Available Available

Services Available (mobile.woodforest.com)

Most consumer and commercial accounts have access to the following mobile services. For information on your specific account, contact Woodforest Customer Care at 1-877-968-7962

Checking Savings Money Market Loans Lines of Credit CD's/IRA's
View Balance and Transactions Available Available Available Available Note 1 Available Note 1 Available Note 1
View Statements Not Available Not Available Not Available Not Available Not Available Not Available
Download Transactions Not Available Not Available Not Available Not Available Not Available Not Available
Transfer Funds Available Available Available Available Note 2 Available Note 2 Not Available
Fund Additional Accounts Note 3 Not Available Not Available Not Available Not Available Not Available Not Available
Receive eBills Note 4 Not Available Not Available Not Available Not Available Not Available Not Available
Schedule Bill Payments Note 4 Available Not Available Available Not Available Not Available Not Available
Schedule Expedited Bill Payments Note 4 Not Available Not Available Not Available Not Available Not Available Not Available
Message Center Not Available Not Available Not Available Not Available Not Available Not Available
Update Profile Information Not Available Not Available Not Available Not Available Not Available Not Available
Service Center Requests Not Available Not Available Not Available Not Available Not Available Not Available
Security Center Services Not Available Not Available Not Available Not Available Not Available Not Available
  1. Only payment transactions are available for viewing and downloading.
  2. Transfers to Loans are allowed, for payment purposes. You may not transfer from a Loan Account. Transfers to and from Lines of Credit are allowed, but amounts are limited in some cases and those limits are displayed at the time you make the request.
  3. Commercial accounts, that have eligible access to Online Services, are allowed to perform all of the above services with the exception of "Funding Additional Accounts".
  4. Public Fund and WBank accounts are not allowed Bill Pay access.

Access to Online Banking Services and Your Obligations

You may access your Eligible Accounts through the Website 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. You must comply with any security procedures and policies we may establish from time to time.

  • Enrollment: When you first enroll, the Bank will link all of your Eligible Accounts of which you are a Primary or Joint Owner. You may request the Bank to add accounts on which you are an Authorized Signer. If you open an Eligible Account at a later date, it will automatically be linked to your Online Services profile.
  • Authorized Transactions: You agree to safeguard your username, password, security answers, and Account number(s). If you give someone your Online Services username and password, you are authorizing that person to use Online Services in your name, and you are responsible for all transactions the person performs using your Online Services username, and password. All transactions performed by that person, even those transactions you did not intend or want performed, are authorized transactions and therefore the Bank shall not be held liable for any adverse consequence which may occur as a result.
  • Unauthorized Transactions: Tell us AT ONCE if you believe that your Online Services username and password have been lost, stolen or otherwise compromised. The best way to minimize any losses or other adverse consequences is to call us immediately at 1-877-968-7962. The unauthorized use of your Online Services may cause you to lose funds. See your Account Disclosures for additional important information.
  • Log Out: For your protection, log out after every Online Service session and close your browser to ensure confidentiality.
  • System Maintenance: At certain times, online access to some or all of your Eligible Accounts may not be available due to system maintenance or circumstances beyond our control. Our Customer Care associates may be contacted at 1-877-968-7962.

Electronic Funds Transfers

Description of Transfers

If you have two Eligible Accounts, you may direct that funds be transferred from one Eligible Account to another.

How Transfers Work

  • You may transfer funds between any of your Eligible Accounts. See the "Services Available Grid" for additional details.
  • If the Eligible Account does not have sufficient funds to complete the Transfer on the Processing Date, the Transfer may not be complete. If the Bank, in its sole discretion, makes the Transfer as an accommodation to you, you are responsible for any overdraft or non-sufficient (NSF) fee that is created.
  • Transfers scheduled for the current date are reflected in the available balance of the Eligible Account as soon as you submit it.
  • Funds transferred before 9:00 pm CT are available and posted the same day. Funds transferred after 9:00 pm CT are available but posted the following night and will not cover debits and checks that may post to your account.
  • You may designate a future date to process a Transfer, up to 364 days in advance.
  • You may designate a Transfer as a recurring transaction and the Bank will use the Processing Date and frequency (weekly, monthly, quarterly) selected to process the transfers. You must set a Start Date and, optionally, an End Date for the recurring transaction.

Canceling or Changing a Transfer

  • You cannot cancel Transfers scheduled for the current date after the Transfer has been submitted.
  • For future dated Transfers, you may cancel or change the Transfer until midnight of the day before the Processing date.
  • If you are unable to cancel or change a Transfer, you may nonetheless be able to cancel or change the transaction by contacting Woodforest by phone at 1-877-968-7962 during the hours of 7:00am and 8:00 pm CT Monday through Saturday. In order for the cancellation to be effective; however, the Bank may require that you put your request in writing within 24 hours of verbal notification.

Loan Payments

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.

Stop Payments

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

  • You may request a stop on check(s), provided you have the amount, check number(s) and other pertinent data for Woodforest to place the Stop. Stop Payment items are processed seven days a week, except Christmas Day.
  • If the check has already been paid or the same stop payment has been submitted, the Stop Payment will be rejected. It is your responsibility to ensure that a stop payment has not already been placed or the check already paid before you submit the request. You acknowledge that all Stop Payment information provided to the Bank must be correct. If you provide incorrect information, even if the information is a close approximation, the Bank is not liable for payment of the check. You agree to hold the Bank harmless for the amount of any check which you have requested a stop payment and to indemnify the Bank against any loss, expense, or cost incurred by reason of the Bank's refusal to pay such check or debit. If a stop payment is placed on a range of checks, you understand the Bank recommends that you close your account and open a new account to protect against fraud. The Bank assumes no liability if an account has been compromised. If you submit a stop payment, you agree to pay a fee for each stop payment request in the amount set forth in the Banks' schedule of fees.

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.

Other Services

New Accounts

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.

Debit MasterCard® Orders

You can order a new or replacement Debit MasterCard® 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 Debit MasterCard® you order will be subject to the same agreement in accordance with your applicable Account Disclosures, and may incur applicable fees.

Reporting Lost / Stolen Debit MasterCard®

If your Debit MasterCard® is lost or stolen, you must notify the Bank in accordance with the Debit MasterCard® Agreement. You may notify us by:

  • Accessing the Report a Lost or Stolen Debit Card page in the Service Center section of Online Services.
  • Contacting Customer Care at 1-866-682-7045.
  • Reporting to your local Woodforest branch.

Your Debit MasterCard® 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.

Bill Pay

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. Effective June 7, 2012 payments will be 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.

Joint Accounts

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 Care 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:

  • Payments can be scheduled at any time, as a one-time transaction, up to a year in advance, automatically at regular intervals, or as payments that are automatically paid upon receipt of an eBill.
  • "Auto Pay" means automatic payments for the same amount that are sent on the same frequency (monthly, weekly, quarterly) or automatic payments of an eBill.
  • You will select a Deliver By Date for each payment and the system will display a Send On Date.
  • The Deliver By Date is the Business Day a payment is scheduled to be delivered to your Payee. The Send On Date is the Business Day on which Woodforest National Bank will initiate and submit delivery of the payment to the Payee.
  • Your Bill Pay Eligible Account must be in good standing on the Send On Date.
  • Payments will be initiated prior to the Deliver By Date you select. Payments delivered electronically will be initiated one or two (1 or 2) Business Day(s) prior to the Deliver By Date; payments delivered via paper check will be initiated four or five (4 or 5) Business Days prior to the Deliver By Date. You will not be able to select a date as your payment's Deliver By Date unless it allows for sufficient Business Days after payment initiation, as noted in the foregoing.
  • Payments that are entered after 3:00 p.m. Central Time will be initiated no earlier than the next Business Day.
  • We make every effort to deliver your payment by the Deliver By Date, but payments to some Payees may take longer. To ensure timely payment, you must select a Deliver By Date that is on or prior to the Due Date specified on your bill or statement. For payments that are critical to you, we recommend selecting a Deliver By Date at least four (4) Business Days prior to the bill's Due Date.
  • You should select a Deliver By Date using the Due Date for the bill or eBill and not the last day of any grace period established by the Payee to avoid any late fees or interest charges by the Payee.
  • For payments delivered electronically, the payment amount will be debited from, or charged to, the Bill Pay Eligible Account that you designate on the Send On Date.
  • For payments delivered by check, the check is drawn from your Bill Pay Eligible Account on the Send On Date. If the Bill Pay Eligible Account does not have sufficient funds when the check is presented for payment, you may incur insufficient fees and the check may be returned.
  • If you do not schedule a payment on or prior to your bill Due Date, or if your Bill Pay Eligible Account is not in good standing, you are fully responsible for all late fees, interest charges or other action taken by the Payee.
  • You may establish an Auto Pay schedule for a Payee. The Payment will pay automatically, for the same amount, at regular intervals that you select. You must select a Start on Date and, optionally, an End on Date to pay automatically and the Bank will use the Start on Date and frequency (such as weekly, monthly, quarterly) selected to process the Payments automatically on your behalf.
  • You may be presented with an option to select an Expedited Payment for participating Payees. The convenience fee incurred for an Expedited Payment depends on what payment type is selected, and the fee is displayed on screen. The convenience fee will be billed to the account the payment is made from and will post separately on the day the payment is processed. You will also be required to provide an overnight payment address for the payee when you set up the Expedited Payment.

Payment Authorization and Available Funds

  • You authorize Woodforest National Bank to withdraw, debit, or charge the necessary funds from your Bill Pay Eligible Account in order to complete your requested bill payments. You also authorize the Bank to credit your Bill Pay Eligible Account for payments returned to Woodforest National Bank by the U.S. Postal Service, Payee, or any other third party.
  • By furnishing us with the name and address of a Payee, you authorize us to follow your payment instructions regarding that Payee. In some instances, we may submit payments to the best known Payee address.
  • In order to process payments more efficiently and effectively, we may edit or alter payee data, payment data, or other data formats in accordance with Payee directives.
  • When necessary, you authorize us to change or reformat your Payee account number to match the account number or format required by your Payee for electronic payment processing or eBill activation.
  • For bill payments funded by Bill Pay Eligible Accounts and submitted electronically, completion of a scheduled payment requires availability of sufficient funds on the Send On Date. You agree that you will initiate a bill payment only when a sufficient balance is or will be available in your Bill Pay Eligible Account at the time of withdrawal of funds.
  • If there are not enough funds available to complete an electronic payment or when a bill payment check is presented against your Bill Pay Eligible Account, we may either (a) complete the payment or (b) refuse to complete the payment, without regard to whether we may have previously established a pattern of honoring or dishonoring such payments. In either case, we reserve the right to impose an overdraft fee or an insufficient item fee in accordance your applicable Account Disclosures. You agree to pay any fees we may impose.
  • We are under no obligation to notify you if we cannot complete a payment because there are not sufficient funds in your Bill Pay Eligible Account to process the payment. In this case, you are responsible for making alternate arrangements or rescheduling the payment.
  • You may make payments to anyone in the U.S. (which includes its territories). Payments to Payees outside the U.S. are prohibited.
  • Bill Pay is intended only for use by you as the subscriber of Bill Pay. Any attempt to use Bill Pay to process payments for third parties is prohibited and will be grounds for termination of Bill Pay and your access to the service.
  • If your Bill Pay Eligible Account closes or is restricted for any reason, all pending payments associated with the Bill Pay Eligible Account will be cancelled and it is your sole responsibility to make all pending and future payments.
  • The Bank does not have any obligation or duty, whether expressed or implied, to monitor the payments that are made through Bill Pay.

Canceling Payments; Requesting Stop Payments, Refunds, or Reversals

  • In order to cancel or change a bill payment, you must sign into Online Services and follow the directions provided on the applicable Bill Pay screens.
  • A bill payment cannot be cancelled or edited after 3:00 p.m. CT on the Send On Date.
  • An Expedited Payment cannot be canceled or changed after you submit the payment request, which is in Woodforest’s reasonable discretion.
  • For bill payments that are made via paper check, a stop payment request may be submitted and we must have a reasonable period of time in which to act on such stop payment request. You may place a stop payment request on the 'Request a Stop Payment' page in Service Center or contact us immediately at 1-877-968-7962.
  • Once a payment has been made, you cannot use Bill Pay to request a refund, cancellation, correction, or reversal of the completed payment. In such situations, you will need to contact the Payee's customer service in order to request a refund, cancellation, correction, or reversal of a completed bill payment.

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.

eBills

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 to 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.

Requirements

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.

Contact Information

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 user names and passwords for the Payee website.

Other Important Terms

  • If you do not receive an eBill, you are responsible for contacting the Payee directly. We are not responsible for any late charges or other adverse consequences. All questions regarding your eBill should be directed to your Payee.
  • We will attempt to make all of your eBills available to you promptly through the Bill Pay service. In addition to notification within Bill Pay, you may choose to receive a notification to the email address listed for your Bill Pay Eligible Account. It is your sole responsibility to ensure that your contact information is accurate. In the event you do not receive notification, it is your responsibility to periodically log on to Bill Pay and check on the delivery of new eBills.

Responsibility for Timely Payment

  • You may manage and schedule automatic Payments to your eBill-enabled Payees. eBill automated Payments are different than recurring Auto Pays in that the amount of your payment may change from billing cycle to billing cycle.
  • You are responsible for ensuring timely payment of all eBills, regardless of whether or not we provide you with eBills on a timely or complete basis. Copies of previously delivered eBills must be requested from the Payee directly.
  • We are not responsible for the underlying accuracy of your eBill(s). Any discrepancies or disputes regarding the accuracy of your eBill summary or detail must be addressed to the Payee directly. This Agreement does not alter your liability or obligations that may currently exist between you and your Payee(s).
  • If a Payee notifies us that it is no longer providing eBills, or we no longer make this feature available via Bill Pay, we will make reasonable efforts to notify you and in accordance with applicable law.
  • Regardless of the Authorized Account Owner who enrolls in eBills, the terms of this Agreement apply to all Authorized Account Owners, individually and jointly.
  • You understand and agree that eBills are provided for your convenience, and payments due will continue to be your sole responsibility.
  • For eBill accounts that are in default or subject to an automatic stay in bankruptcy, we may, at our sole option, elect to discontinue delivering eBills.

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 Care 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:

  • Your name and Account number; and
  • A description of the error or the transaction you are unsure about, and explain why you believe it is in error or what additional information you need; and
  • The name of the Payee if the transaction in question is a payment; and
  • The date and dollar amount of any suspected error.

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.

Online Services Alerts

  • Security/System Alerts: We may automatically send you email alerts when certain changes, additions or deletions occur. These automatic Alerts help us to protect the security of your Online Services, including but not limited to:
    • Change of Username/Password
    • Change of Email / Physical Address
    • Secure Message(s) Available
  • Account Alerts: You may choose to sign up to receive certain email alerts related to your Eligible Account(s) including but not limited to:
    • Low / High Account Balances
    • Deposit / Withdrawal Alerts
    • High Dollar Transactions

The following apply to both Security Alerts and Account Alerts:

  • While we do our best to provide timely Alerts with accurate information, you understand and agree that your Alerts may be delayed or prevented by a variety of factors that are outside our control. We do not guarantee the delivery or the accuracy of Alerts. We are not liable for any delays, failure to deliver, or misdirected delivery of any Alert, for any errors in the content of an Alert, or for any actions taken or not taken by you or a third party in reliance on an Alert.
  • We do not include your password or full account number in Alerts. You acknowledge and agree that Alerts are sent to you without being encrypted and that they may include your name and some information about your Eligible Account(s). Depending on the Alert, information such as your Eligible Account balance, Payee names, or transaction amounts may be included. Please be aware that anyone with access to your email will be able to view the content of these Alerts.
  • We provide all Alerts as a courtesy to you, and they are for informational purposes only. We reserve the right to terminate Alerts at any time without prior notice to you.

eStatements

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, and equipment as set forth in the Equipment and Supported Browsers section of the Agreement and on the Website to participate in this service.

eStatements Delivery

Enabling eStatements means you agree to receive eStatements for a designated Account, and we will no longer mail paper statements to you for such 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.

How to Withdraw Consent

You may withdraw your consent to receive eStatements 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 account products charge a monthly paper statement fee, if so and 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.

Requesting Paper Copies

You can obtain a paper copy of any eStatement 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 may incur a service fee for the delivery of paper copies of any eStatement and will be set forth in the Statement of Fees applicable to the Account for which the Communication relates. We reserve the right to provide a paper copy (instead of electronic) of any Communication that you have authorized us to provide electronically.

Other Electronic Communications

Electronic Communications we may provide includes, but are not limited to the following:

  • Periodic statements or billing statements
  • Legal or regulatory disclosures
  • Notices (e.g. overdraft, delinquency, request for additional information)
  • Privacy notices

If selected, you agree to permit the Bank to provide, notices, 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 Online Service Alert 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.

Equipment and Supported Browsers

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 platforms for accessing Online Services via our full Website:

  • Windows (XP or Vista or 7) or Mac OS X (Leopard and above)
  • A compatible web browser that supports XHTML 1.0, SSL encryption, and Javascript. Many browsers work with our site, including:
    • Google Chrome (All Versions)
    • Mozilla Firefox 2.3.3.5 and above (Windows or Mac OS)
    • Internet Explorer 7 and above
    • Safari 4.0 and above (Windows or Mac OS)
    • Opera 9.10 and above (Windows or Mac OS)
  • Application or web browser capable of rendering PDF documents.

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)

We support versions of the following browsers and platforms for accessing the Online Services via our Mobile Website:

  • Device Applications for Apple IOS and Android OS platforms
  • A device with a web browser that supports XHTML 1.0, SSL encryption, and Javascript. Many platforms work with our mobile site including:
    • Apple IOS Phone/Devices
    • Android Phones/Devices
    • Windows Phone 7
    • Blackberry Devices
    • Symbian Devices

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.

III. Limitation of Woodforest National Bank's Liability

Failure to Complete a Transaction

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:

  • Bill Pay is not working properly and you know or have been informed about the malfunction before you request a bill payment;
  • If, through no fault of our own, your Eligible Account or any associated Overdraft Service (as defined in the Woodforest National Bank Account Disclosures or additional applicable agreement with Woodforest) does not contain sufficient funds to complete a payment;
  • If, through no fault of our own, a Payee does not allocate the funds received in accordance with your payment instructions;
  • You have not provided us with the correct Eligible Account information, or the correct name, address, email address, phone number, or account/invoice information for the Payee;
  • Circumstances beyond our control (such as fire, flood, or interference from an outside force) prevent the proper execution of a payment or transfer transaction, and we have taken reasonable precautions to avoid those circumstances;
  • Circumstances beyond our control, particularly delays in handling and posting payments by Payees or financial institutions, which may result in a payment taking longer to be credited to your Payee account than expected.
  • If you, or anyone you allow, commits any fraud or violates any law or regulation;
  • If any electronic terminal, telecommunication device or any part of the electronic fund transfer system is not working properly;
  • If you have not properly followed the instructions for using eBills, Bill Pay, or any function of Woodforest Online Services.
  • We will not be responsible for any charges, including applicable finance charges and late fees, or any other action taken (such as an increase in interest rate) by a Payee resulting from a payment that you have not scheduled properly with sufficient time for either us or the Payee to process on a timely basis. We also are not responsible in the event a Payee refuses or is unable to process a payment you have requested. In addition, we will not be liable if any third party, through whom any bill payment is to be made, fails to properly transmit the payment to the intended Payee. We also reserve the right to discontinue supporting a specific Payee for any reason.
  • We will also not be liable if: (a) a legal order directs us to prohibit withdrawals from the Account; (b) the Account is closed or frozen; or (c) any part of the electronic funds transfer system network is not working properly. We do not recognize "Grace Periods," "Pay To," or "Late After" dates when considering the reimbursement of late fees or finance charge.

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.

Alternate Methods for Accessing Account Information and Services

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 Care 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.

No Warranties

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.

Limitation on Liability

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.

IV. Other Terms and Conditions

No Service Charges

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.

Other Fees and Charges

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:

  • Your internet service provider;
  • Your mobile device carrier or texting provider;
  • Purchases of software programs; and
  • Other third party charges.

Service Hours

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.

Termination of Online Banking Services

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. If you have enrolled in eStatements, your statement preference will be set back to paper.

The Bank also reserves the right to suspend or terminate access to your Online Services at any time, for any reason. The Bank will provide prior notice of termination as required by law, but we may terminate your access without notice if necessary to maintain or restore the security of an Account or of our systems. Our suspension or any termination of your access to Online Services will not affect any obligations or liability you might have under this Agreement.

Message Center

The Online Services Message Center provides you with a safe, secure way to correspond with us.

  • When you use Online Services to access Message Center and send secure email messages to Customer Care, the content of your message will be transmitted using technology intended to protect your privacy.
  • We are not responsible for any information sent by you through an email system other than Message Center as it may be observed by third parties in its transmission.
  • We need a reasonable amount of time to research and reply to your requests, although we will make every effort to respond to your message by the next Business Day when sent via Message Center. Email messages sent outside Message Center may not be held to the same response time.

Contact By Woodforest National Bank or Affiliated Parties

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 reportphishing@woodforest.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.

How to Make Inquiries on Bill Payments, Transfers and Other Online Banking 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.

Notices and Communications

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.

Privacy and Data Security

Woodforest strives to offer the most secure systems for managing your accounts. For details, please see our "Privacy Policy" located at woodforest.com/about-us/privacy--security/. We also have a "Security Center" located at woodforest.com/about-us/privacy--security/security-center for more information on our security practices.

Assignment

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.

No Waiver

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.

Governing law

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.

Rules of Interpretation

If any part of this Agreement is determined to be invalid or unenforceable, such determination will not affect the remainder of this Agreement.