Frequently Asked Questions - Internet Banking Q: What is Online Banking? A: Online Banking is a tool that allows you to use a personal computer with an Internet connection to conduct your banking online. Q: What can I do with Online Banking? A: You can view account balances and transaction history, transfer money, and download transactions to a personal financial manager and much more. Check out the Online Banking Demo to see all the features of Online Banking and how you can personalize your online banking experience. Q: Is any of my personal information stored in the Online Banking product? A: Yes, the Online Banking product stores your User ID, password and user preferences. Q: How current is my banking information? A: Your checking, savings, and CD/IRA account information is updated each time you log into your Online Banking so that all pending as well as posted transactions are displayed and reflected in your available balance. Loan transactions and balances will reflect information available from the previous day’s business. Q: What accounts will I be able to access through Online Banking? A: You can access your checking, savings, investment and loan accounts from the Online Banking service. Our Online Banking Product is intended to give you as much access, security, and versatility as possible. Q: How much account information can I view at once? A: The system will always default to show the last 30 days history at login. You may change the dates to view by clicking ‘View Transactions.’ Q: Can I view my account details in more than one way? A: Yes, you can view your accounts by date, check number, payee, amount or balance in ascending or descending order. Q: What formats can I download my transaction history in? A: Online Banking supports downloads to QuickenT, Microsoft MoneyT or as a comma-delimited text file. Q: Can I schedule future transfers? A: Yes! You may schedule future one-time or future-scheduled on a frequency basis (weekly, monthly, yearly). Q: When can I use Online Banking services? A: With Online Banking, you have access to your account information 24 hours a day, 7 days a week! Q: Is there a demo available for me to try? A: Yes, we have an Online Banking Demo that is part of the Home Banking package. Q: How long can I be inactive before being logged out of the Online Banking product? A: The inactivity time out default is set for 20 minutes. Q: What is required to use the Online Banking service? A: All you need to use Online Banking is a secure browser that supports 128 bit encryption, such as Microsoft Internet Explorer® . You can use any computer that has Internet access. Q: How do I access Online Banking? A: You must first complete the Online Banking registration form and submit it to us. Once your registration is received we will process your request. You will need a password to access the service for the first time. You may contact us by telephone or wait for your password to be mailed to you. You must have an existing checking, savings or loan account before banking online. Q: Can I create my own password that is easy for me to remember? A: Yes, after you use your assigned password to log-in for the first time, you can go to User Options and change your password. Q: What happens if I forget or lose my password? A: Just call us and we will take you through the steps needed to get back into the system immediately!

Frequently Asked Questions - Bill Pay Q: How does bill payment work? A: To help you understand the process, we have provided a diagram. Q: Is it possible to schedule recurring payments? A: Yes. You can schedule weekly, semi-monthly and monthly recurring payments. The final payment of a recurring payment scheme is designated by a 'Final Payment Date.' Q: How do I register for electronic bill payment? A: Bill Payment registration is easy! The first time you attempt to access the bill payment section of Online Banking, you will be prompted to begin online registration. You are first requested to read and accept the authorization disclosure. Failure to accept the disclosure terms prevents the registration process from proceeding. Once the disclosure is agreed to, you complete the online registration form. The registration form is then forwarded us for review. We are responsible for checking the information on the form and for assigning you a payment plan. The registration information is then transmitted to Metavante for their approval process. After the application is approved by Metavante, they send an acceptance 'welcome letter' to you via regular mail. You should receive the welcome letter within 8-10 business days. The welcome letter contains a temporary Account ID. Approximately two business days later, a separate letter containing a Personal Security Code is delivered. The Account ID and Personal Security Code are only used to allow access to the bill payment feature the first time. After that, access to bill payment does not require a separate logon. Q: When I add a new payee to my bill payment account, or change my account number, how quickly will the change take place? A: When you update the information for the bill payment account, the changes are implemented virtually instantaneously. Q: Can I receive an annual summary of my bill payments sorted by category or payee? A: Not at this time. Q: Can I use electronic bill payment with all my accounts? A: No, only checking accounts can be used for bill payment purposes. Q: When can I start using electronic bill payment? A: You can begin bill payment once you have received both your Account ID and your Personal Security Code. These items are required for the initial bill payment logon screen. Q: When is bill payment available? A: You can schedule payments 24 hours a day, seven days a week. Q: Are my bill payment transactions reflected as Online Banking transactions? A: All bill payment transactions become part of the Online Banking transaction history and show up in personal financial management applications when the transaction history is downloaded. Q: How do I add new payees? A: You can add payees by accessing the Add Payee screen. New payees will be added to the payee list immediately. Q: Can bill payment be used when I am out of the country? A: Bill payment provides you with peace of mind when you are traveling for an extended period of time. All you need is access to the Internet with a secure browser and you can pay your bills while out of the country. Payees must be located within the 50 United States and Territories. Q: Is there a limit to the number of bill payment accounts I can set-up? A: Yes, you are limited to one bill payment account. Q: Who can be paid using the bill payment system? A: Anyone in the 50 United States and territories who can accept a check can be paid using the bill payment system. You can pay practically anyone- charge accounts, utilities, auto loans, professionals, even a lawn service or a relative. However, tax payments (such as federal, state and local) and court directed payments (such as alimony and child support) cannot be processed through our online bill payment system. Q: Can I pay my bills on the weekend? A: You can set up your payments during the weekend. However, the system will prohibit you from scheduling a single payment and the first of a recurring payment on the same weekend. This is because payments scheduled for the weekend are always processed on the Friday before. Therefore, when scheduling payments on a weekend, the first day for which you can schedule payments (single or recurring) is the first business day following the weekend. Generally, single or recurring payments that fall on a Saturday, Sunday or bank holiday are processed on the previous business day and are debited from your account within two business days. If a bank holiday falls on either a Friday or Monday, the debit will occur within three days. Q: If I schedule multiple bill payments for a single day, how will my account be debited- as a lump sum or separately? A: Each bill payment is debited separately. Q: What if I do not have sufficient funds on the day Metavante, our bill payment providers, debits my account? A: Following is a summary of Metavante's Insufficient Funds procedure: A block will automatically be placed on all accounts that have an ACH debit returned to bill payment services. No additional bill payments will be processed until the account is properly funded and the return(s) cleared. If a payment request is received while the account is blocked, a letter will be sent notifying you that the payment(s) will not be processed. A copy will also be sent to the Financial Institution. Upon the first return, Metavante will automatically re-send all ACH returns under $100.00. Exception: debits for payments in which the credit portion was sent electronically will be resent regardless of the dollar amount without financial institution verification. Metavante will contact the financial institution to verify all returns exceeding $100.00. If funds are available, they will re-send the return(s). If funds are unavailable and if the payment was made by check, a stop payment will be placed. Q: Are all debits and credits sent out at the same time? A: Yes, they are all sent out at the same time. Q: How is my account debited? A: Your account is debited via ACH. Q: What is ACH? A: Automated Clearing House is a funds transfer system which provides for the interbank clearing of electronic entries for participating financial institutions. Q: If I make an error in selecting an electronic payee and it results in a late fee, am I responsible for the charges? A: If you select an electronic payee with an address that is different from that indicated on the payment coupon, then you are responsible for the late fee. You always have the option to manually enter a different address for a payee. If you select an electronic payee with the address that matches that indicated on the payment coupon, and Metavante routes the payment incorrectly, then Metavante will take responsibility for the late fee. Q: How do I place a 'stop payment' on a bill payment? A: A payment may be edited or deleted anytime before the "process date." Payments that have been remitted electronically cannot be stopped.

Frequently Asked Questions - SecurLOCK Fraud Prevention Q: Is this service 24 hours, or only in a certain window? A: In other areas of business, we have calls only going out during certain hours so cardholders aren’t being called after normal waking hours. Emails will be sent 24 hours. Text will be sent from 7:00 a.m. to 10:00 p.m. in the cardholder’s time zone. Calls will be sent from 8:00 a.m. to 9:00 p.m. in the cardholder’s time zone. Texts and voice calls pending from the night before will be triggered the following morning at the applicable time noted above. Agents are available 24/7. Q: How can I stop text messages if I don’t want to receive them any longer? A: All you need to do is respond back to the SMS text alert with the word STOP. U.S. consumers who have service through AT&T, Verizon, Sprint, and T-Mobile will not be charged message or data rates for our fraud alerts. We absorb that cost for you! Q: Will the product work for customers residing in Canada? A: For Canadian consumers, both text and email alerts are available. Q: Can the alerts be sent to customers travelling internationally? A: These customers have U.S. numbers, but are travelling overseas, possibly on a non-US carrier. We are unable to send text or phone calls internationally, but please make sure your email address is current as we can always email you 24 hours a day 7 days a week. Q: How do customers enroll? A: We have already included you in these enhanced services as part of our fraud protection services. Q: What triggers these alerts? A:Transactions that we have identified as potential fraud trigger the alerts. Q: If I receive an alert, does that automatically block my account from further purchases? A:The majority of suspected fraud accounts will be blocked, just as they are today. However, some lower risk items may not be declined. Q: If I respond back that the transaction(s) are valid, will you automatically unblock my account? A: Yes, though please keep in mind that it could take 5 – 10 minutes for a block to be removed in some situations. Q: If a transaction is declined due to suspected fraud, but I validate that I did make the purchase, can I try to complete the purchase again? A: Once the alert is updated in our fraud system, you can attempt the transaction again, usually within 5 – 10 minutes of the initial call/text/email to validate activity. Q: What if my “yes” or “no” text response has a typo? A: The system will accept many common typo variations of the “yes” or “no” text message response. If the system cannot understand what was typed, it will generate a message to call a representative for help. Q: Is there a difference for consumers and businesses cardholders? A: No. Q: What if my “yes” or “no” text response has a typo? A: The system will accept many common typo variations of the “yes” or “no” text message response. If the system cannot understand what was typed, it will generate a message to call a representative for help. Q: Can I establish preferences through my mobile app? A: Communicate alerts are not configured through a mobile app, but rather through our fraud systems. The standard order of engagement is: 1) Text 2) Voice Call 3) Email Alerts generated overnight result in an email only until calling and texting hours are available. Text will be sent from 7:00 a.m. to 10:00 p.m. in the cardholder’s time zone. Calls will be sent from 8:00 a.m. to 9:00 p.m. in the cardholder’s time zone. Q: How do incoming and outgoing voice calls work? A: Communicate actions are triggered by today’s existing fraud alerts through the Falcon system. If a mobile phone is on record, a text alert will be triggered first. All numbers on record that are identified as a mobile phone will be utilized. Communicate has technology that allows it to determine if a phone number is a mobile or land line, so indicators within the processing platform are not required. If we do not receive a response to the text(s), the system sends an automated voice call asking you to confirm if authorizations are valid or unrecognized. If you select “Not Recognized,” the call is transferred to an agent to confirm the fraudulent transaction(s). If there is no response to the text or voice call, an email is sent requesting that you confirm the transactions are valid.

Protect yourself from fraud. Whenever providing personal information online – such as when completing an application or shopping – it's important that you take steps to maximize your safety in today's online environment. Look for a closed padlock in the lower right-hand corner of your web browser, or in the address bar to the left of the "https" prefix which indicates that your Internet connection is secure. Use a firewall program. A “Firewall” acts like a “security guard” for your computer/network, allowing the right kind of traffic to pass through and preventing the wrong kind of traffic from passing through. Use up-to-date anti-virus software to scan for and remove viruses from your computer, and be sure to update your anti-virus software on a regular basis, this will ensure that it can detect the latest versions of viruses or malware. Use online and mobile banking to monitor your account activity. Set up email and/or text alerts to help you catch potential fraud quickly. Always log off to end your online session. Turn off automatic login features that save your user name and password. Keep your personal numbers secure. Place complex passwords on your credit card and bank accounts (use a combination of upper and lowercase letters, numbers, and if your system allows, special characters to create your password) Avoid using anything identifying that a thief could discover. (yours or your children’s names, your birthdate, etc.) Verified by Visa enables you to create a personal password to ensure that only you can use your INTRUST Visa card to buy online. Keep an eye open for suspicious fraudulent e-mails. Even from companies you know or do business with, be extremely suspicious of any e-mail that: Asks you to confirm, update or provide sensitive information Urges you to respond immediately Uses pop-up windows to collect sensitive information Contains typographical or grammatical errors If you are suspicious, CALL your bank, or the company that sent you the email using a trusted telephone number (not one provided in the email). Look it up! If they didn’t send you the email, they will tell you, If they did, chances are you can take care of any issue you have over the phone. Be cautious about what information you share. Do not provide account numbers, Social Security Numbers or bank account details over the internet unless you initiated the contact and your connection is secure. If you receive emails that request identifying or financial information, do not respond to them – delete them. Legitimate companies, including the Haviland State Bank, will never request identifying information from you via email. This includes your Social Security Number, account numbers, credit card numbers, PINs and passwords. Similarly, the Haviland State Bank, will never call to ask you for the same identifying information .