Frequently Asked Questions
We Have the Answers
Crews Bank & Trust is committed to providing exceptional service. Follow the links below to quickly find answers to the questions our customers ask most frequently. If you don’t find what you need here, please contact us in the way that is most convenient for you.
How do I sign up for Online Banking?
New customers can sign up online at https://go.crews.bank/enroll and follow the instructions.
Is it possible to transfer funds from one bank to another?
How do I set up an External Account?
Log into Online Banking and go to Accounts and select Add an external transfer account. Add the external bank information and click Submit. Two small deposits will be sent to that account to verify the account information was entered correctly. To verify the trial deposits of a new external account, click the button at the bottom of the left hand column then click Settings. Click External transfers, enter the amount of each small deposit and click Confirm. Once confirmed, you can start transferring funds between your Crews Bank & Trust account and your external account.
Is my Username or Password case sensitive?
How do I reset my Password?
Simply enter your username and click Log In. Next click on the Forgot? link located under the password area and follow the on-screen instructions. Or, you may contact us.
Password Criteria:
- Your password is case sensitive
- Must be between 6 and 25 characters
- Must contain at least 1 letter and 1 number
- May use the following special characters only + _ % @ ! $ * ~
- Must not match or contain your Username
- Must not match one of your previous four passwords
- Must not contain spaces
Will my online banking password expire?
Yes. To help maintain account security, online banking passwords will expire every 180 days (six months). You will receive a prompt to reset your password ahead of the expiration date. If your password expires before you are able to change it, you will be promoted to change it the next time you log in.
What is the Online and Mobile Banking Username Criteria?
What is Mobile Banking?
Mobile Banking gives you access to your accounts from your mobile web browser or a downloadable Mobile Banking application, depending on your preference and your phone capabilities. Both options allow you to: view account balances, search recent account activity, transfer funds internally and/or accounts you have at other financial institutions, view check images, and find the nearest ATM or branch locations. Customers can also make person-to-person payments through the Zelle® network, or deposit checks directly in your Crews Bank & Trust Mobile Banking App. Some exceptions may apply.
Is Mobile Banking available for businesses?
How do I download the Mobile Banking App?
Is there a charge for Online and Mobile Banking?
How do I clear my cache and cookies?
In most computer-based web browsers, to open menus used to clear your cache, cookies, and history, press Ctrl-Shift-Delete (Windows) or Command-Shift-Delete (Mac). If shortcut key doesn't work, please follow the appropriate instructions on our Clearing Your Cache page.
When clearing your cache, the full history of the following items should be cleared:
- Browsing history
- Cookies and other site data
- Cached images and files
Is Mobile Banking secure?
Yes, the mobile banking service utilizes best practices from online banking, such as HTTPS, 128-bit SSL encryption, Username and Password access and application time-out when your phone is not in use. Only the phones that you personally enroll in the service can access your accounts. In addition, no personal information or account data is ever stored on your phone once a Mobile Banking or Mobile Application session has ended. And in the event your phone is lost or stolen, contact us to have the service immediately disabled.
What web browsers and mobile operating systems support Online and Mobile Banking?
For your security and the protection of our data, please use one of the following:
Mobile Operating Systems
iOS
Effective November 1, 2021 our mobile applications will no longer support iOS versions 13.0 and under.
Android
Effective November 1, 2021 our mobile applications will no longer support Android versions 6.0 and under.
Browsers
Microsoft Edge
Microsoft Edge will be supported at the latest version only. Our Online Banking may deny access to older Microsoft Edge versions 60 days after a new version is released.
Google Chrome
Chrome should automatically update and major updates are released approximately every 12 weeks. If Chrome is two versions older than the current stable channel version, our Online Banking may deny it access.
Apple Safari
Each year Apple typically makes upgrades to Safari during the fall. Approximately 60 days after a new version is released, our Online Banking may deny older versions access.
Mozilla Firefox
Firefox should automatically update. If Firefox is two versions older than the current stable channel version,, our online banking may deny it access.
How much are my deposits insured for?
The FDIC provides deposit insurance to protect your money. Your deposits are automatically insured to at least $250,000 at each FDIC-insured bank. Learn more by visiting the FDIC website.
What happens to my deposit insurance coverage if I have deposits in two or more of the four merging banks prior to the merger?
When two or more insured banks merge, any deposits that had been held at the acquired banks remain separately insured from the deposits at the acquiring bank for at least six months after the merger. This grace period gives a depositor the opportunity to restructure his or her accounts, if necessary, in order to maintain deposit insurance coverage.
CDs from the acquired banks are separately insured until the earliest maturity date after the end of the six-month grace period. CDs that mature during the six-month period and are renewed for the same term and in the same dollar amount (either with or without accrued interest) continue to be separately insured until the first maturity date after the six-month period. If a CD matures during the six-month grace period and is renewed on any other basis, it would be separately insured only until the end of the six-month grace period.
What are Online Statements?
How do I enroll in Online Statements?
From a Computer:
- Log in to your Online Banking.
- Click on the Documents button on the Dashboard.
- Click Sign Up/Changes and select the accounts to enroll.
- Read and agree to the disclosure.
You will receive an enrollment confirmation email.
From Your Phone:
- Open the app and log in.
- Click on the Documents button on the Dashboard.
- Click Sign Up/Changes and select the accounts to enroll.
- Read and agree to the disclosure.
You will receive an enrollment confirmation email.
What is Mobile Check Deposit?
How do I start using Mobile Deposit Capture?
Why am I unable to deposit a check?
Some reasons why your check may not be accepted through Mobile Check Deposit are:
- The check has already been submitted
- The type of check is not accepted
- Check is of bad quality (torn, folded, etc)
- Front image is not legible
- Amount entered does not match the amount on the check
- Routing and account numbers are unclear
- Image is too dark or blurry
- Lack of proper signature and/or endorsement
Is there a fee to use Mobile Deposit?
What do I do with my checks after I make a deposit?
Is there a fee to send or receive money from person to person using Zelle®?
Do I have to share my bank account number or other personal information to send money?
How much money can I send at once? Are there weekly and monthly limits?
For your security, we limit the amount of money you can send through Zelle®.
The maximum weekly send limit for Zelle® transactions is $750. This means you can send up to $750 per week in several transactions or one transaction, as long as that one transaction does not exceed $750.
The maximum amount you can send through Zelle® each month is $3,000.
Please note that Zelle® transfers are considered part of your overall debit card daily limit of $2,500 in point-of-sale transactions.
Who can I send money to?
You can use Zelle® to send money to almost anyone with an eligible U.S.-based bank account. Please check with the recipient to ensure their correct email address or U.S. mobile phone number.
Please note: Zelle® does not currently support debit cards linked to accounts based in a U.S. Territory. U.S. Territories include American Samoa, Guam, Northern Mariana Islands, Puerto Rico, and the U.S. Virgin Islands.
Zelle® is intended for sending money to family, friends, and others you know and trust. We recommend that you not use Zelle® to send money to anyone you don't know.
How can I enroll in Zelle®?
Before beginning, you will want to remove your account from the Zelle®-branded app if you have set it up, and delete that app.
Please follow theses steps to ensure smooth enrollment:
- Log into Online Banking or the Mobile Banking App.
- Click Send Money with Zelle®
- Click Get started.
- Read the Terms & conditions. Click Accept & continue. Follow the prompts to complete enrollment, using information (phone number/email, etc.) that matches the information from your bank profile.
Please note: We are not able to enroll business debit cards, credit cards, cards linked to international accounts, gift cards or pre-paid cards from financial institutions outside of the Zelle® Network.
How do I send money?
Follow these steps to send money with Zelle®:
- Log into Online Banking or the Mobile App and go to Send money with Zelle®.
- To add a recipient, click the + icon at the upper right of your screen and enter your recipient’s name and U.S. mobile number or email. Once you have sent funds to a recipient, they will be listed in Zelle® and for future payments, you can select their name. Click Add and Continue.
- Enter the amount you want to send. Carefully review the details of your payment before you send it. You cannot cancel a sent transaction unless the recipient is not yet enrolled in Zelle®.
- Once the money is sent, you'll receive a confirmation. You can now click Done.
- Your recipient will receive an email or text message with the details of your payment and instructions on how to enroll to receive the money if they are not enrolled in Zelle®. If the recipient doesn’t enroll within 14 days, the payment will expire, and the funds will be returned to your account.
Can I cancel a Zelle® payment?
What is Automated Telephone Banking?
Automated Telephone Banking is a 24-hour service that you can use to:
- check account balances
- transfer funds internally
- make loan payments
- place a stop payment see if a specific check has cleared
The telephone number to access this service is:
877-809-8039
How do I enroll in Automated Telephone Banking?
When logging in for the first time, you will use your account number and your social security number and a one-time passcode that you can receive either via SMS text message or email. If you do not have a social security number, please contact us for assistance when logging in the first time.
Do you offer business loans?
Yes. We offer loans for business owners with fast and local decisions.
Visit our Business Loans page for more information on the loan that best fits your business needs.
What kinds of loans do you offer?
We provide commercial financing for real estate, lines of credit, expansion expenses, and more.
Visit our Business Loans page for more information on the loan that best fits your business needs.
If I am purchasing a new home, do I need to have a contract before applying for a loan?
Can I apply online?
Yes. We offer an online mortgage application or you can visit the location most convenient to you.
Do you offer fixed- and adjustable-rate loans?
Yes. We offer a wide variety of loan options to best fit your lifestyle.
Visit our Home Mortgages for more information on the types of loans we offer.
Do I need to have a checking or savings account at Crews Bank & Trust in order to apply for a mortgage loan?
I received a bill for my property taxes but I thought this was included in my monthly loan payment?
If your property taxes are escrowed on your loan, you may still receive a statement from the county tax collector, but we will automatically pay this for you each year from your escrow account. Please contact us if you have questions or are not sure if your taxes are escrowed.
I received my monthly billing notice and my payment has increased. Why did it go up?
If your property taxes or your homeowner’s insurance are escrowed on your loan, it is possible that one of those payments increased and your monthly loan payment was adjusted to cover the additional cost. If you have an Adjustable-Rate Loan, it is also possible that your interest rate changed, causing an increase in your payment amount. Feel free to contact us for additional information.
Do you require that I have mortgage insurance on my loan?
Is a home inspection required for a new home purchase?
Do you make automobile loans?
Do you offer Home Equity Lines of Credit (HELOCs)?
Yes, based on the equity that you have in your home. You can apply for a Home Equity Line of Credit online or visit one of our locations for assistance.
Start your HELOC application online today.
Checklist of Required Documents and HELOC Disclosures
How do I report a lost or stolen Visa® Debit Card?
Please contact us immediately if you believe your card and/or PIN has been lost or stolen, or if you believe that an unauthorized transaction has occurred.
What are the daily transaction limits for a Visa® Debit Card?
Where can I find surcharge-free ATMs in my area?
We have partnered with Allpoint and Presto to bring our customers access to a fee-free network of more than 50,000 ATMs. Simply go to our locations to locate the ATM nearest to you anytime you have the need for cash.
Can I use my Visa® Debit Card outside the United States?
Yes, you may use your card outside the United States. We do, however, recommend that you contact us whenever you are traveling and using your debit card, whether within or outside of the country, so we can update our fraud department with that information.
What happens if I suspect fraud has occurred on my account?
Please contact us immediately if you believe your card and/or PIN has been lost or stolen, or if you believe that an unauthorized transaction has occurred.
Why is the gas station charging me a larger dollar amount than I am pumping?
The gas station does not know how much gas you intend to purchase when you first use your card to pay at the pump. They estimate an amount, and then make an authorization request for this to ensure that you have that much in your account before they let you pump gas. The actual amount on your receipt is what will be debited from your account.
Can I change my card's PIN?
Yes. Please call us at 888-406-2220.
What are your lobby and drive-thru hours?
View a complete list of our locations and hours on our locations page.
What are your bank holidays?
We are closed on the following U.S. federal holidays:
- New Year’s Day, January 1*
- Martin Luther King, Jr., Day, third Monday of January
- Presidents Day, third Monday of February
- Memorial Day, last Monday of May
- Juneteenth, June 19*
- Independence Day, July 4*
- Labor Day, first Monday of September
- Columbus Day, second Monday of October
- Veterans Day, November 11*
- Thanksgiving Day, fourth Thursday of November
- Christmas Day, December 25*
*When the holiday falls on a Sunday, it is usually observed on the following Monday.
What are your daily cut-off times?
Safe Deposit Boxes
We provide a variety of safe deposit box sizes for the protection of your valuable papers, heirlooms, or jewelry. Safe deposit box sizes and availability vary by location. Please check with the office convenient for you for availability.
| Size | Annual Fee |
| 2" x 5" | $20 |
| 3" x 5" | $25 |
| 3" x 10" | $40 |
| 5" x 5" | $35 |
| 5" x 10" | $55 |
|
10" x 10" |
$90 |
|
11" x 16" |
$160 |
|
16" x 5" |
$200 |
All boxes are 21 inches deep. Not all sizes are available at all locations. Box rentals require a deposit account with an automatic debit of the annual fee. Safe-deposit box contents are not FDIC insured.
Cashier's Checks
Wire Transfer Service
We are pleased to offer our customers wire transfer services. There are fees associated with incoming and outgoing wires. Please contact us for current fees.
Visit our Wires page for wiring instructions and wire sending/receiving information.
Notary Service
Do you have documents that need to be notarized? Bring them to us, unsigned, and we will gladly notarize your signature. This service is free for our customers. Please call the office prior to your arrival to ensure availability.
Please bring a photo ID with you. State laws require us to verify your identification, even if we know you.
We are unable to notarize the following documents: wills, trusts, durable power of attorney, warranty deeds, quit claim deeds, or any certified copies such as birth certificates.
Night-Deposit Drop Box
Overdraft Coverage and Extended Overdraft Coverage
Life happens! We understand that from time to time you may unexpectedly overdraft your account. Overdraft coverage can help. Consider these ways to cover overdrafts:
- Overdraft Protection: With this service, funds are transferred from your savings to your checking account when there is not enough money in your checking account to cover your transaction. Fees may apply.
- Overdraft Privilege: You can overdraw your account up to the disclosed limit for a fee in order to pay for the transaction. Even if you have Overdraft Protection, Overdraft Privilege is available as secondary coverage if the other protection is exhausted.
- Extended Coverage: You may consent for the Extended Coverage so that ATM or everyday debit card transactions will be included in your program. View our Extended Overdraft Coverage page for more information.