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NetTeller

Bill Pay

Support

NetTeller

Q. How do I use NetTeller?
A. After you enter your PIN number on the first screen of NetTeller, you will be shown a list of your accounts and the balance in each. If you want more detail, or want to carry out a transaction, just select the function from the pull down menu for the account you are interested in. Any additional pages will have drop down menus on them that lead you through your transaction.
 
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Q. How secure is NetTeller banking?
A. We use the latest encoding technology to ensure that your private information cannot be intercepted. Encryption is a way to rewrite something in code, which can be decoded later with the right "key". When you request information about your accounts, the request is sent encrypted to Clarkston State Bank. We decode your request and send the requested information back to you in an encrypted format. When you receive the information, it is decoded so that you can read it. As always, if you notice any suspicious or unusual activity related to any of your accounts, contact us immediately at [email protected].
 
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Q. What happens if I don’t log off of the system?
A. NetTeller has a 10 minute time-out feature. If you are logged in for 10 consecutive minutes without using NetTeller, you will have to log in again to resume banking.
 
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Q. What happens if I forget my NetTeller PIN?
A. You are allowed 3 attempts to enter your PIN. On the third attempt, if invalid, you will be locked out of the system. Immediate access may be regained by contacting your branch office.
 
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Q. When will transfers show in my account?
A. The transfer cut-off time for current day’s business is 6:00 p.m. EST. Any transfers made after this time may not be transacted until the next business day.
 
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Q. How do I add or delete accounts to my existing NetTeller relationship?
A. Contact [email protected] or use our NetTeller maintenance form or by visiting one of our branch offices. You must be an authorized signer on the account.
 
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Q. How much does NetTeller cost and when will I be charged for the service?
A. The NetTeller and Bill Payment services are free to our customers. Please note, however, to use Bill Payment you must have a checking account with Clarkston State Bank.
 
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Q. How do I add the optional Bill Payment service if I did not select it when I applied for NetTeller?
A. Contact our NetTeller administrator at [email protected] our use our NetTeller maintenance form or by visiting one of our branch offices. You must be an authorized signer on the account.
 
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Q. How many statements can I see online?
A. You will be able to access and print your current transactions, since your last statement, as well as the statement dates shown on the Statement/Notice screen. The statement file will begin to build from the date that you sign up for NetTeller.
 
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Q. What if I get an error message?
A. If you get an error message please make a note of the message, the error number and the time. Then simply email our NetTeller Administrator at [email protected] and we will make every effort to resolve the issue as soon as possible.
 
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Bill Pay

Q. When and how are bill payments processed?
A. Payments entered, recurring or one time, before 12:00 p.m. CST Monday-Friday will be processed the same day. Payments received after 12:00 p.m. CST on Monday-Thursday will be processed the next business day. Payments received after 12:00 Noon CST on Friday will be processed the next business day. All payments scheduled to go on a weekend will be processed on the processing day before the weekend. All payments scheduled to go on a holiday will be processed the day before that date. Payments entered on the weekend, recurring or one time, will be processed on the next business day. Please note, it generally takes 5 business days for the check to be mailed and processed by the payee. Please consider adjusting the payment date to account for this. The payment is deducted from your checking account when the check is presented for payment.
 
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Q. How do I know if a payee is electronic or check?
A. Once you have set up the payee, you can look at the VIEW PAYEES screen, and you will see a field that will tell you if the payee accepts electronic or check payments.
 
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Q. Are payments processed on holidays or weekends?
A. All payments scheduled to go on a holiday will be processed the day before that date. Using Thanksgiving as an example, payments would be processed on Wednesday night rather than Thursday night. Scheduled payments that fall over a weekend will be processed on Friday by 12:00 p.m. CST. Any new payments that are scheduled over the weekend, for the current weekend, will be processed on the next business day.
 
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Q. Whom can I pay with Bill Payment?
A. You can pay anyone in the United States, from your next-door neighbor, to the utility company, to a child in college across the country. The only restriction is that you cannot pay any government agencies.
 
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Q. How late in the day can I enter, edit, or delete a payment?
A. You may add, edit or delete payments up to 12:00 p.m. CST on the day the payment is scheduled to be sent. However, you should allow five business days in the event of problem or for a new payee if the payment needs to be mailed.
 
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Q. Are there any minimum and maximum payment amounts?
A. Yes. Because the Bill Pay checks pay through your checking account the available balance in your checking account when the check is presented for payment governs the maximum payment amount. The minimum amount you may make a payment for is $0.01.
 
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Q. How far in advance can I schedule payments?
A. You may schedule payments up to 90 days in advance of the first due date. For an ELECTRONIC PAYMENT, allow 3 to 4 business days from when the payment is submitted.
For a CHECK, we guarantee that the check will be in the mail on the same day the payment is submitted, if it is entered before 12:00 Noon CST. (This is the same as if you wrote a check out of your checkbook, and put it in the mail on the same day). Allow 5 to 7 business days for a check payment.
 
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Q. Can I stop a payment?
A. Yes, you may place a stop payment on any check that you have issued that has not been paid. There is a fee for this service. To place a stop payment on a check, please determine if the check has been paid by using the View a range of transactions screen. If the check does not show as being paid, you can go to the enter stop payment screen and enter the information requested. Note: The Enter Stop Payment option on the VIEW ACCOUNTS screen of NetTeller is for both hand-written checks and bill payments made online by check. Stop payments may not be issued for electronic payments.
 
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Q. Can I get a copy of a canceled check?
A. Yes, all checks drawn on your account, to include Bill Pay checks, are paid through your checking account and are available by contacting one of our branch offices to request a copy.
 
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Q. On the Payment History page, what does the 'Status' field indicate?
A. PENDING: The payment has been processed, but not yet sent.
PROCESSED: The payment has been processed and sent.
HOLD: The payment has a research request on it. This usually means the payment is incomplete, but can be processed when the issue is resolved.
REJECTED NSF: The payment that you have tried sending has rejected due to Non-sufficient funds.
COMMUNICATION FAILURE: There was an error due to communication problems.
VENDOR REFUND: Payment rejected at Princeton E-Com.
 
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Q. Can I edit payee addresses?
A. No. You will have to set them up as a new payee with the correct address and delete the old payee record.
 
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Q. Can I have multiple payments to the same payee on the same day?
A. You can make multiple payments to the same payee as long as the payment amounts are different. For your protection, the system will not pay duplicate items on the same day.
 
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Q. Confirmation Numbers - Are These Important?
A. Yes. A Confirmation number will be assigned to each Electronic Bill Payment at the time you submit your request. The same confirmation number is also used each time you instruct us to amend or delete a previously scheduled Electronic Bill Payment. You may record these confirmation numbers for future reference if you wish. For your convenience, Electronic Bill Payment Confirmation Numbers for scheduled payments are found in the menu option for "View Payment Schedule" so you are not required to write them down. They will help us resolve any questions and expedite any request you may have about your Electronic Bill Payment transactions.
 
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Support

Q. Who do I contact if I have a question or problem with bill payment?
A. If you are experiencing any difficulty with the bill payment functions, you need to contact the NetTeller administrator at [email protected] during regular business hours, Monday through Friday 8:30 a.m. through 5:00 p.m. EST.
 
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Q. Who do I contact if I have a question or problem with NetTeller?
A. If you are having any problems with NetTeller or notice a discrepancy in your account, use the Email function to send a message to our NetTeller Administrator. A representative will contact you via email as soon as possible. If you would rather talk to a Customer Service Representative, please contact our main branch office at 248-625-8585 during regular business hours, Monday through Friday 8:30 a.m. through 5:00 p.m. EST.
 
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Q. What kind of browser do I need to have?
A. NetTeller supports Netscape Navigator 4.7 and higher, and Microsoft Internet Explorer 3.02 and higher. AOL and other browsers need to verify that your version supports SSL encryption. For added security, we recommend that you download the latest browser version, which supports 128-bit encryption. Attention AOL users: You can download the most current version from your AOL access page.
 
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Q. How do I know if my browser utilizes 128-bit encryption?
A. You will need to check your security preferences within your browser software. Each browser is different. Click on the "Test Browser" button located on the NetTeller logon page to determine what browser and version you’re using. From this you will learn what your browser’s encryption strength is and what upgrade is recommended.
 
 
 
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