FAQs

Categories: Deadline-Specific | Deposit Accounts | Loans | Digital Banking | Third-Party

General FAQs

1. What exciting changes are coming to my TransPecos Bank account?
A: We are enhancing our banking systems to bring you better customer service, innovative features, and simpler account management. These changes include a new digital banking experience, new debit cards with tap-to-pay functionality, and upgraded mobile banking.

2. Will I need to change my account number or routing number?
A: No, your account number and the bank's routing number will remain the same. You do not need to take any action regarding these.

3. Will the upgrade affect my direct deposits (e.g., payroll)?
A: No, all payroll and other direct deposits will be processed and posted to your account as usual. There will be no disruption to your direct deposits.

4. What should I do with my old debit card after I activate the new one?
A: Begin using your new debit card on November 4. You can activate any time before your first use. Securely destroy your old debit card.

5. Will there be changes to the fees or pricing for my accounts?
A: No, there will be no changes to the fees or pricing for your accounts. Everything will remain the same after the system upgrade.

6. What security features are being added to my debit card?
A: The new debit cards come with enhanced fraud protection features. You will receive real-time alerts for suspicious transactions via email, phone, or text. You can easily confirm whether the transaction was legitimate and take action quickly if needed.

7. What is the benefit of the new contactless debit card feature?
A: The new "Tap to Pay" contactless feature allows you to make faster, secure payments by simply tapping your card at participating merchants. This feature adds an extra layer of convenience while still giving you the option to swipe or insert the card when necessary. Later this year you can add your TPB card to Apple Pay or Google Wallet.

8. How will the system upgrade impact my existing loan details?
A: There will be no changes to your loan account details, such as terms, due dates, or payment amounts. If you have automatic payments set up from your checking account, these will continue as usual. To view your loan information online, you will need to create a separate online banking login.

9. How can I reset my debit card PIN after the upgrade?
A: Beginning November 4, you can change your PIN at any time by calling Customer Care at 877-445-9550.

10. What should commercial and public entity customers do to prepare for the upgrade?
A: If you are a commercial customer or public entity, ensure all wire transfer templates and necessary transaction records are saved before October 31. You will need to re-enter wire templates in the new system starting November 1.

Deadline-Specific FAQs

1. What are the key dates I need to remember?

October 25: Last day to schedule bill payments, transfers, and person-to-person payments.
October 31: All branches close at 12 PM CT; this is the last day to use your current online banking.
November 1-3: Branches closed for the upgrade; you may still use your current debit card during this period. Enroll in the new online banking.
November 4: Branches resume normal hours. Begin using your new debit card.

2. What happens if I miss the deadline to save my transaction history or statements before October 31?
A: If you do not save your transaction history or statements before October 31, you will still be able to access the last 90 days of transactions in the new system. However, older statements and transaction images will not be available immediately. These will be transferred over before the end of the year, so you can access them later if needed.

Deposit Accounts FAQs
1. Will I need to re-link external accounts or bill payees in the new system? A: Yes, you will need to re-link any external accounts or bill payees in the new digital banking system. The current system’s information will not transfer over, so make sure to note your current payees and account information before October 31. 2. What should I do if I have not received my new debit card by November 4? A: If you have not received your new debit card by November 4, please contact our Customer Care team at 877-445-9550. You can continue using your old card until November 4. 3. When can I start using my new debit card? A: Your new debit card can be activated as soon as you receive it, and you will be able to start using it on Monday, November 4. Do not forget to update your automatic payments and subscriptions with the new card information. 4. What happens to my automatic payments or subscriptions after I receive my new debit card? A: Automatic payments and transfers that you have set up in the current system will not carry over. 5. How can I add my new debit card to Apple Pay or Google Pay? A: Beginning November 4, you can add your new debit card to Apple Pay or Google Wallet by following the setup instructions in your mobile wallet app. This will allow you to make convenient, contactless payments. 6. Will I have access to my accounts while the branches are closed during the upgrade (November 1–3)? A: Yes, you will still be able to use your current debit card and access funds during this period, but online and mobile banking will be unavailable beginning at 12 pm CT on October 31 through approximately 12 pm CT on November 1. Once the new online banking is available on November 1, you will need to enroll in the new system at that time.

Deposit Accounts FAQs

1. Will I need to re-link external accounts or bill payees in the new system?
A: Yes, you will need to re-link any external accounts or bill payees in the new digital banking system. The current system’s information will not transfer over, so make sure to note your current payees and account information before October 31.

2. What should I do if I have not received my new debit card by November 4?
A: If you have not received your new debit card by November 4, please contact our Customer Care team at 877-445-9550. You can continue using your old card until November 4.

3. When can I start using my new debit card?
A: Your new debit card can be activated as soon as you receive it, and you will be able to start using it on Monday, November 4. Do not forget to update your automatic payments and subscriptions with the new card information.

4. What happens to my automatic payments or subscriptions after I receive my new debit card?
A: Automatic payments and transfers that you have set up in the current system will not carry over.

5. How can I add my new debit card to Apple Pay or Google Pay?
A: Beginning November 4, you can add your new debit card to Apple Pay or Google Wallet by following the setup instructions in your mobile wallet app. This will allow you to make convenient, contactless payments.

6. Will I have access to my accounts while the branches are closed during the upgrade (November 1–3)?
A: Yes, you will still be able to use your current debit card and access funds during this period, but online and mobile banking will be unavailable beginning at 12 pm CT on October 31 through approximately 12 pm CT on November 1. Once the new online banking is available on November 1, you will need to enroll in the new system at that time.

Loan FAQs

1. Will I need to re-enroll in online banking if I am a loan customer?
A: Yes, you will need to enroll separately in digital banking for both your deposit accounts and loan accounts. You will receive an email with instructions for your loan accounts sometime on or around November 1.

2. How will this upgrade affect my loan payments?
A: If your loan payment is automatically drafted from your checking account, no action is required. However, if you make loan payments manually through online banking, you will need to set up the payment again in the new loan portal.

3. If my loan payment is automatically drafted, will that be impacted by the upgrade?
A: No, automatic loan payments drafted from your checking account will continue without any changes.

Digital Banking (Online, Cash Management, Mobile) FAQs

1. What should I know about the upgraded digital and mobile banking?
A: The upgrade will introduce a new mobile app and online banking portal with a user-friendly interface and enhanced features. Transaction history for the last 90 days will be available. Your bill payment information, wire and ACH templates, and external accounts will not transfer over.

2. How do I set up Online Banking (OLB) after the conversion?
A: After the conversion, you will need to go through a quick setup process to access your Online Banking. Instructions will be provided, guiding you through logging in and setting up your new Online Banking profile. Remember, you will create one login for your deposit accounts (Checking, Savings, etc.) and another login for your loans.

3. Do I need to log back in after setting up Online Banking?
A: Yes, after completing the initial setup of your new Online Banking profile, you will need to log back in to confirm the setup and ensure that all your information is correctly synced.

4. Will my transaction history be available in the new system?
A: Yes, the new online banking system will include transaction history from the previous 90 days. However, transaction images and older statements will not be immediately available, so be sure to save any important documents before October 31.

5. How can I enroll in electronic statements in the new system?
A: You will be prompted to enroll in electronic statements when you create your online banking login, even if you were previously enrolled. Statements will be available at the end of each month through the online portal.

6. Will I need to re-enter wire transfer templates in the new system?
A: Yes, wire transfer templates from the old system will not be transferred. You will need to re-enter them manually in the new online banking platform, so ensure you save or print your current templates before October 31.

7. How will wire transfers be impacted by the upgrade?
A: Wire transfers can still be submitted via online banking, but saved templates will not carry over. You will need to manually input wire information after the upgrade.

8. What new features can I expect with the mobile app?
A: The new mobile app will provide a streamlined user experience and faster mobile check deposits.

9. How do I download the new mobile app and when will it be available?
A: The new mobile app will be available for download from the Apple App Store and Google Play Store starting November 1.

10. Will I need to set up bill payees and people to pay again in the new digital banking system?
A: Yes, you will need to set up bill payees and transfer details again in the new system, as these will not carry over from the current online banking system.

11. What should I do to prepare for the digital banking transition before October 31?
A: Before October 31, save any important transaction images, wire transfer templates, and statements that you may need access to. You should also note down details of your payees and recurring transfers, as these will need to be re-entered in the new system.

12. How will business/commercial customers’ cash management tools change in the new digital banking system?
A: Commercial customers will need to re-enter their wire transfer templates and may see changes in the interface of their cash management tools. It is important to save any critical wire details and prepare for the transition by ensuring all necessary information is backed up.

Third-party FAQs

1. What happens if I use my banking credentials with a third-party provider during the conversion?
A: During the conversion process, using your bank credentials with third-party providers might cause service interruptions or access issues. We recommend waiting until after the conversion is complete before attempting to use third-party services. Expect to update your credentials.

2. Will I be able to use third-party providers to make deposits after November 1st?
A: No, starting on November 1st, third-party providers will no longer be able to make deposits on your behalf. You will need to make deposits directly through our bank's services.