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FAQs - General Banking Questions
We have provided some answers to common questions that our customers have. Please contact us if your question is not addressed here.
Transaction Processing
- How do credits and debits clear my account during nightly processing?
- What is memo-post?
- How are Saturday banking transactions processed?
- Why is a hold placed on large deposits?
ATM Transactions
- What is the cut-off time for ATM transactions?
- After I withdraw money from an ATM, what is the "Available Balance" on the receipt?
- What are foreign ATM fees?
- If I have a transaction problem at an ATM, what do I do?
- How can I locate the nearest ATM or Capital Bank Branch locations?
Capital Connection
- What is Capital Connection?
- What are Capital Connection’s hours of operations?
- How do I get a Personal Identification Number (PIN) to access my account(s)?
Debit Cards
- Does Capital Bank offer debit/check cards and how much do they cost?
- What is the difference in choosing debit (using a PIN #) or credit (signing for your transaction) when using your check card?
- My Debit/Check card is lost or stolen, what do I do?
Financial Instruments
- What is a cashier's check?
- How do I obtain a cashier's check?
- What is a savings bond?
- What is a certificate of deposit?
Direct Deposit
- How do I set up Direct Deposit of my payroll check?
- How will I know if my check has been deposited?
- When my payday falls on a bank holiday, when does my check get deposited?
- When do I have access to my funds that are direct deposited?
- How do I set up Direct Deposit of my Social Security check?
General Banking
- How can I transfer funds between accounts?
- What is the difference between standard statements, image statements and electronic statements?
- What is the minimum balance to open a Capital Bank account?
- What is the FDIC?
- What is the amount of FDIC insurance coverage?
Customer Service Requests
- I lost my checkbook, what do I do?
- If I get married or need to change my legal name for some reason, what do I do?
- If I need to change my address on my statements, what do I do?
- How do I reorder checks?
- How do I obtain a copy of my statement?
- How do I obtain a copy of a specific check?
- If I want to dispute a transaction made on my account, whom do I contact?
- How do I initiate a wire transfer?
Transaction Processing
How do credits and debits clear my account during nightly processing?
All deposits are credited before any items are debited in order to protect the balance on the account. Online banking same-day bill payments are an exception; they post before nightly processing.
What is memo-post?
A memo-post is a transaction that has not yet posted, but is temporarily included in the current day's available balance until the nightly ledger update, at which time the transaction is processed and cleared for the next day.
How are Saturday banking transactions processed?
Transactions made on Saturdays are credited or debited on the following business day's nightly processing with the exception of cash transactions, which are memo-posted.
Why is a hold placed on large deposits?
On a case-by-case basis, a hold may be placed on deposits greater then $5000 to verify funds.
ATM Transactions
What is the cut-off time for ATM transactions?
ATM withdrawals made before 3:00 PM Eastern Time post the same day, but withdrawals made after 3:00 Eastern Time will
post the next business day.
After I withdraw money from an ATM, what is the "Available Balance" on the
receipt?
The available balance reflects your current balance (the cash balance at the close of the previous business day), the
current day's ATM transactions, transfers, point-of-sale, and debit/check transactions. The balance does not include
items that have not cleared the account.
What are foreign ATM fees?
Capital Bank (as do most other banks) charges a foreign ATM fee whenever you use an ATM outside of the Capital Bank
ATM network. This fee is separate from the charges imposed by the owner of the ATM used.
If I have a transaction problem at an ATM, what do I do?
Call Capital Bank Customer Service at 706-866-1146. If the ATM is located at a Capital Bank branch, visit the
branch personnel for assistance.
How can I locate the nearest Capital Bank ATM or branch?
To locate an ATM, use the ATM Locator on our Web site. To locate the nearest branch office, use the Branch Locator on our Web site.
Capital Connection
What is Capital Connection?
Capital Connection is an automated telephone customer service center available 24 hours a day and 7 days a week. Questions about existing accounts, transferring funds between accounts, and many other general banking questions. The phone number is 706-866-1171.
What are Capital Connection’s hours of operations?
Capital Connection is available 7 days a week, 24 hours a day, 365 days a year.
How do I get a Personal Identification Number (PIN) to access my account(s)?
Each time you access CaptialConnection, you must use your Personal Identification Number (PIN) which is set to the last
four digits of the primary account holder’s Social Security Number. You may change this number by pressing 9 under
any option. For technical assistance, contact a Call Center representative at 706-866-1146 (during banking hours).
Debit Cards
Does Capital Bank offer debit/check cards and how much do they cost?
Yes, Capital Bank does offer check cards for both personal and business use. You may have one issued to you without any
additional cost. (Satisfactory credit report or account history required.)
What is the difference in choosing debit (using a PIN #) or credit (signing for your transaction) when using your check card?
Tell the cashier you want to SIGN for your purchases. This gives you the added benefit of Visa’s Zero Liability
protection which protects against unauthorized purchases. You may be asked or prompted to choose DEBIT or CREDIT when
making purchases. DEBIT will require a PIN; CREDIT will require a signature on the receipt. Choosing CREDIT does not mean
the payment is delayed but simply processes the transaction through the VISA network and provided additional protection.
When possible, choose CREDIT for purchase transactions. You won’t have to wait while a check is approved or your ID
verified, Check Card purchases transmit directly to VISA for authorization online. Just show your card, sign the receipt
and you’re on your way! You are not charged a fee for Check Card purchases – either by the bank or retail merchants.
My Debit/Check card is lost or stolen, what do I do?
Call Capital Bank at 706-866-1146 or Capital Connection at 706-866-1171 to cancel the lost or stolen card. A new card can be ordered for you.
Financial Instruments
What is a cashier's check?
A cashier's check is check issued by Capital Bank and signed by an authorized employee. Cashier's checks can be issued for any amount and but if not cashed, go dormant after two years and the amount of the check is remitted to the state after five years. The fee for a cashier's check varies, so ask your teller or personal banker for details.
How do I obtain a cashier's check?
Visit your closest branch to request a cashier's check.
What is a savings bond?
A savings bond is a certificate of debt issued by the government that guarantees payment of the original debt
plus interest after a specified future date. Savings bonds can be purchased for a minimum of $50 and a maximum
of $10,000. Series EE bonds are purchased at half of the face value, and Series I bonds are purchased at face value.
Savings Bonds may be purchased online
http://www.treasurydirect.gov/indiv/myaccount/myaccount_treasurydirect.htm Bonds are sold and redeemed at Capital Bank Branch locations as a customer service.
What is a certificate of deposit?
A certificate of deposit is a certificate issued by a financial institution confirming a particular deposit. A CD has a maturity date, a specified interest rate, and can be issued in any denomination over $500 with a maximum duration of 5 years maturity. Capital Bank offers several certificates of deposit with various features and benefits designed to fit your savings needs. CDs of longer duration and different features may also be available through Capital Investments.
Direct Deposit
How do I set up Direct Deposit of my payroll check?
If your employer participates in a direct deposit program, you should contact the human resources or payroll department. Typically, they ask you to provide Capital Bank’s routing and transit number as well as your account number. All these numbers can be found on your checking account checks.
How will I know if my check has been deposited?
Banking Online customers can view deposits and withdrawals online. You can also call Capital Connection to check your deposit. In addition, you will receive a check stub from your employer notifying you of the deposit.
When my payday falls on a bank holiday, when does my check get deposited?
Your paycheck is deposited on the prior business day.
When do I have access to my funds that are direct deposited?
Generally, funds are available the morning of a payday.
How do I set up Direct Deposit of my Social Security check?
Social Security Direct Deposit sign-up forms are available at Branch locations. In addition, you can call the Social Security Office at 800-772-1213.
General Banking
How can I transfer funds between accounts?
To transfer funds using a PC, use Capital Bank’s Online Banking which allows same-day posting for transfers requested by 4:00 PM Eastern Time. To transfer funds from a touch-tone phone, use the Capital Connection Transfer Service, which allows same-day posting for transfers requested by 4:00 PM Eastern Time.
You can also transfer funds between accounts at any Capital Bank Branch location.
What is the difference between standard statements, image statements and electronic?
Standard statements are mailed without enclosures, such as your cancelled checks or deposit tickets. Image statements contain images of the cancelled checks with your monthly account statement.
Electronic statements are sent via a secure internet mailing and are not mailed in paper form via the standard mail.
What is the minimum balance to open a Capital Bank account?
The minimum balance to open most checking or savings account is $100. The minimum balance to open a regular CD is $500. These amounts may vary due to promotions.
What is the FDIC?
The FDIC (Federal Deposit Insurance Corporation) is an independent agency of the United States Federal Government and insures all types of deposits received by a financial institution in its usual course of business. FDIC-insured deposits are backed by the full faith and credit of the United States Federal Government.
What is the amount of FDIC insurance coverage?
Congress has temporarily increased FDIC deposit insurance from $100,000 to $250,000 per depositor through December 31,
2009. Changes have also been made to other account types. The basic insured amount of a depositor was increased to
$250,000 per specific account type and is based on individual social security numbers. IRAs may be insured for up to
$250,000.
Customer Service Requests
I lost my checkbook, what do I do?
Call Capital Bank Customer Service to cancel all outstanding checks. Capital Bank personnel can also set up new accounts for customers to prevent fraudulent activity.
If I get married or need to change my legal name for some reason, what do I do?
Bring a copy of your marriage certificate and another form of valid identification to your nearest Capital Bank Branch location to change the name on your accounts. You must come into bank in person.
If I need to change my address on my statements, what do I do?
To change your current address for one or all accounts, complete a Change of Address Notification form by contacting Customer Service or Branch personnel.
How do I reorder checks?
Current Online Banking Online customers can quickly reorder checks within the website. Log on to NetConnection Online Banking .
Checks can be reordered using the Capital Connection Automated Service, but no change can be made to the check style or features.
How do I obtain a copy of my statement?
Request a copy of your statement by visiting your nearest Capital Bank Branch locations, or call Capital Connection at 706-866-1171.
How do I obtain a copy of a specific check?
Visit your nearest Capital Bank Branch locations, log on to Net Connection (your internet access to your bank account) or call Customer Service at 706-866-1146.
If I want to dispute a transaction made on my account, whom do I contact?
Visit your nearest Capital Bank Branch locations, or call a Personal Banker at 706-866-1146.
How do I initiate a wire transfer?
For a personal wire request, you must come into a Branch location and speak with a Personal Banker. Business accounts set up with PortLink can utilize online wire transfer capabilities.
