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Common
Questions
Easy access to good answers!
Utilize the following links to gain access to the most common questions our customers ask! |
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General Questions |
| Do you offer applications for Trust, IRA, Profit Sharing or Pension accounts? |
| Due to the complexities of these types of accounts, we do not offer applications for these ownership types. |
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| Can I call you to apply for an account? |
| We operate as an internet bank which allows us to offer higher rates with lower overhead. Each new account application is assigned a unique number which can only be issued through our online application. For this reason, we are not able to send blank applications through fax or mail or take an application by phone. |
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| You say that you require a clear copy of a valid ID with your applications. What do you mean by this? |
We can accept four (4) forms of valid ID.
- Non-expired state issued drivers' license
- Non-expired state issued personal photo ID
- Non-expired US passpor
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- Non-expired Active Duty US military ID for the Air Force, Marines, Army and Navy.
The ID submitted must be legible with a clear photo. If the front of the ID indicates that it has expired, we will need a copy of the renewal sticker.
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Why do you ask for mother's maiden name and first elementary school? |
| We use these two pieces of information to verify a caller requesting account information. We want to be sure that a caller is an owner or authorized signer on an account or application before giving out this information. We do not research your answers, so if you do not feel comfortable giving this information; feel free to make up answers. If you are concerned that someone else may know the answers to these questions, you can ask for a third security question of your choosing to be added. |
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I want to add a beneficiary, but I don't see a place on your application to do this. |
| Once you have completed the application, simply print the Payable on Death Agreement, complete and send it to us with your application. You'll have an opportunity to print this form on the last page of your application. It can also be found on the Forms page within the Customer Service section of our website. |
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How long does it take for me to get access to my account once you have received my application? |
| We will make every attempt to open your account as promptly as possible. However, incomplete applications or information may delay the opening of the account. We will cash checks and initiate ACH transfers on the date that we open the account. You can call Customer Service to get the status of your application or if you provide us with an email address, we will email you when your application is received and when it is opened. Once you receive confirmation that your account has been established, you can call Customer Service to establish online banking access. |
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Are you FDIC insured? |
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Yes, we are FDIC insured. Ascencia is a division of PBI Bank and our FDIC number is 9314.
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How do I find out if I have accurate FDIC coverage at Ascencia? |
| To ensure that you have the proper coverage on all your accounts, please go to
www.fdic.gov; click on "Deposit Insurance" then "Are my funds insured?" This is
a great tool to find out what funds are covered at any institution. |
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How do I make deposits at your bank? |
There are four ways you can deposit funds into your Ascencia account.
- Direct deposited into your account. You will need the routing number of 083903894 and your account number.
- Mail your deposit (with a deposit slip) to: Ascencia, PO Box 436029, Louisville, KY 40253. Please make checks payable to Ascencia.
- Ask us to debit an account at another bank through Automated Clearing House (ACH) system. You will need to complete a Cash Transfer Authorization form found on the Forms page within the Customer Service section of our website. Directions for completing and submitting the authorization are listed on the form.
- Wire money directly from another bank. The sending institution will need our routing number (in item #1) and your account number. If the wire transfer will fund a new account, you can use your application number or Social Security number.
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What is my username and password? |
| To set up a Username and Password to access your account online, please call Customer Services. One of our representatives will set up your Username and assign a temporary Password for access to online banking. Once you login using the temporary password, we suggest customizing your Password. Click the "Personal Profile" tab and "Change Password" to select something you will remember.
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I attempted to login to the website, but it tells me that I am locked out. How did that happen? |
| This occurs after three consecutive login attempts fail. This is one of the security measures that we use to protect your account. Please call Customer Service and one of our representatives can unlock the account. |
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How do I change my contact information? |
| Once you login to your account, select "Personal Profile" and you enter any changes to your contact information. Click the "Submit" button to request the changes. |
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Questions about CDs |
| How do I apply for monthly interest checks with my CD? |
When applying online, you can indicate how you would like the interest paid at the bottom of the Funding page. You can select to have the interest compounded; sent via check or transferred to a checking or savings account.
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Can my monthly interest from my CD be transferred electronically to my checking or savings account? |
| Yes. Simply complete a Cash Transfer Authorization form, located on the Forms page within the Customer Service section of our website. Directions for completing and submitting the authorization are listed on the form. |
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How is CD interest compounded and when is it credited? |
| Interest
is compounded and posted monthly on the date that the CD was opened. |
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Once a CD matures, how long after the maturity date do I have before it automatically renews? |
You have a 10 calendar day grace period from the date of maturity to decide if you want to let it rollover or to redeem it. If you redeem the CD, you will not earn interest during the 10 day period.
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How do I renew my CD for a different term when it matures? |
| To change the term, you can complete a CD Renewal form found on the Forms page within the Customer Service section of our website, send a letter stating your request or initiate a secured message through our Message Center. Due to the USA PATRIOT ACT, we may require further identifying information to comply with your request. If you have any questions, please contact Customer Service. |
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Will I receive a new CD Receipt if I choose to let my CD roll over? |
| The original receipt states that this is a "Renewable Account" and if the term does not change, it is still valid. If you change your CD to a new term at maturity, you will get a new CD Receipt to indicate the change in terms. |
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Do you mail monthly statements on CD accounts? |
As our customers can view account information online, we do not mail monthly statements.
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Do you open CDs for corporations and if so, what are the rates? |
| Yes, we accept CD applications for corporations, partnerships, and sole proprietorships. We have one set of rates for all accounts and they can be found by clicking on the Rates button at the top of any page of our website. |
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When do your rates change? |
| Our rates are subject to change at any time. However, they are reviewed every Tuesday morning. Check our website for our most current rates or call our Customer Service. |
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When do your rates change? |
Our rates are subject to change at any time. However, they are reviewed every Tuesday morning. Check our website for our most current rates or call our Customer Service. |
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Account Questions |
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Do I receive checks when I open a checking or money market account? |
| You will receive a complimentary order of 50 checks when you open an account and additional checks can be ordered for a fee. |
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How do I close a checking or money market account? |
| To close your account, please contact Customer Service. |
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How can I set up my account so I will be able to do electronic transfers to an account with another bank? |
| Simply complete a Cash Transfer Authorization form located on the Forms page within the Customer Service section of our website. Directions for completing and submitting the authorization are listed on the form. Once we receive this form and activate it, you can login into your account online and request an ACH transfer. |
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How do I make withdrawals from my checking account? |
- Write a check.
- Transfer funds between Ascencia accounts by telephone or internet banking.
- Initiate a bill payment through internet banking.
- Send funds via ACH to your account at another bank.
- Wire funds to another bank.
- Use your ATM/Debit card to make cash withdrawals, pay for purchases from vendors who agree to accept the card and pay bills by phone or internet.
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Where can I use my ATM card? |
You can use your card at any machine with a STAR logo. To view a list of STAR ATMs throughout the country, please visit the Resources page located in the Customer Service section on our website.
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What is the limit for withdrawals on my ATM/Debit card? |
| You are able to withdraw $500.00 in a 24 hour period using your card.
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Where can I find information about Ascencia? |
| Please visit the About Ascencia page to view a brief history of Ascencia along with information about PBI Bank. |
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Does Ascencia have any branches? |
Ascencia is a division of PBI Bank and is headquartered in Louisville, Ky. Ascencia customers may service their accounts at any PBI Bank location however new Ascencia accounts can only be initiated online. |
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