Corporate Account Takeover

1. What is Corporate Account Takeover?

Corporate Account Takeover (CATO) is a form of corporate identity theft where cyber thieves gain control of a business bank account by stealing employee passwords and other valid credentials. Thieves can then initiate fraudulent wire and ACH transactions to accounts controlled by the thieves.

2. How does a business protect itself against CATO?

While no protection is fool proof for preventing theft, these tips can help a business protect itself:

Computer/Online Banking Security

  • Use of appropriate tools to prevent and deter unauthorized access to their network by using tools such as firewalls, anti-spyware, and encryption of laptops and hard drives.
  • Dedicating one computer exclusively for online banking and cash management activity that is not connected to the business network.
  • Block access on network computers to high-risk websites such as adult entertainment, online gaming, social networking, and personal email.
  • Do not conduct online banking activities from “free” Wi-Fi spots like airports or Internet cafes.

Employee education

  • Educate employees about cybercrimes so they understand that just one infected computer can lead to an account takeover.
  • Train employees to think before opening emails from unrecognized senders.
  • Make sure employees know that Community Trust Bank will never contact them by email or text message requesting them to verify account information or ask for passwords.

Account Security

  • Require employees to have strong passwords and require they change passwords frequently for both the computer login and for online banking access.
  • Use dual control for originating and authorizing ACH and wire transactions.
  • Reconcile accounts online daily; at a minimum, review pending or recently sent ACH files and wire transfers.
  • Monitor your accounts daily and report any suspicious activity to the bank immediately.

3. How do cyber thieves gain control?

Attacks are typically perpetrated by the introduction of malware on your computer(s). The malware is introduced through a simple email or infected website. For businesses that have low resistance to such methods of attack, it is possible for the malware to remain undetected for weeks or even months.

Debit Card Alerts

After I sign up for Debit Alerts, what services can I access?

You can sign up to receive alerts for Funds Added alert, Funds Removed alert, Signature Transaction alert, Card Status Change alert, Suspected Fraud alert, Declined Transaction alert, and High Risk Transaction alerts which include: Card Not Present, International Transactions, Out of State Transactions, and High Risk Merchants.

Are the alerts sent in real time or will there be a delay in receiving them? If so, what is the delay?

Most alerts are sent in real time, but there may be a delay in some cases depending on how the merchant processes their transactions.

Are there any mobile providers that don’t support these Text Message alerts?

Nearly all carriers support these

Do I need to respond to any of these alerts? If so, what should my response look like?

You do not need to respond to alerts via text message. If you receive an alert for a transaction you did not authorize, contact Community Trust Bank Customer Support at 1-888-292-7725 immediately.

How do I know all of the text and email messages I’m getting are from Community Trust Bank and not junk or spam?

All messages from Community Trust will come from short code 42265. All email alerts will come from Cardservices@ctbonline.com.

How do I put a short code into my cell phone?

Enter the short code the same way you would enter a friend’s phone number. Start with a new message and enter the short code in the “To:” field.

How do I receive notices on my savings account?

Currently notices can only be sent and set up on your primary transaction/checking account. Secondary savings accounts cannot receive alerts.

How do I save the short code into my phone?

Save the short code as you would a normal contact in your address book

How much does the Community Trust Debit Alerts service cost?

There is no charge for Community Trust Debit Alerts. However, standard text messaging fees may apply depending on your cellular service plan.

I did not give the waiter a 20% tip. Why does the transaction show that I did?

Many restaurants use a software package that automatically adds 20% to the meal for authorization purposes to ensure there are enough funds in your account to leave the tip on the card if you choose. The actual amount on your receipt is what you will be charged.

I made a purchase online, but the notice didn’t come through until hours later. Why?

Many mail order, telephone order, and Internet merchants send their authorizations for all the orders they receive periodically during the day. This may occur hours after you made the purchase.

I only swiped my card once, but received notice of multiple transactions. What happened?

Most commonly, the machine where you swiped your card “timed out” and sent a second request, or the clerk who swiped your card did so multiple times by mistake.

If I switch carriers or get a new phone, what process do I have to go through? Will I continue to receive the alerts or will there be a break in service?

As long as your phone number does not change, there will be no interruption in service.

If I want to opt out of alerts, what process do I need to go through?

Opting out of alerts is as simple as sending a “stop” message to short code 42265.

What are Community Trust Debit Alerts?

Text messaging and email alerts are information sent to your cell phone or email account when transactions occur on your debit card. You can set your alert preferences in your account settings.

What do I need to be eligible to activate Community Trust Debit Alerts?

You need to have a debit card with Community Trust Bank and then register for the service. You also need to have a cell phone capable of accepting text messages. You need to check to see if the plan you have with your carrier covers all text messages or if there is an additional cost for text messages.

What happens when I enter “stop”?

When you text “stop” to short code 42265, the message will be recognized and all subsequent alert messages will not be delivered. If you want to resume the service, you will need to re-register.

What if I have multiple cards? How can I set up Debit Alerts?

For a balance inquiry, text BAL followed by the nickname you assigned the card for which you wish to get a balance. For example, if you have two cards registered with nicknames of “John’s card” and “Family card,” you could text “BAL John’s card” to get that balance. If you do not know your card nickname, simply text BAL to 42265 and the system will respond immediately with a text message listing your available card nicknames.

What if I have to replace my card?

Cardholder alert preferences for the new alerts will not be lost when a card is reissued or replaced. Your preferences will be copied to the new card.

What if I need help?

Text HELP to 42265 and you will get a response with a URL or web location that you can use to get your inquiry answered. You can then use your PC or web-enabled phone to receive more information. Or you may contact Community Trust Bank Customer Support at 1-888-292-7725.

What is a short code?

A short code acts like an “address.” Once you sign up for the alerts or the downloadable application, texting to this address will allow you to receive your account’s balance. The short code for Community Trust Bank is 42265.

What will the text messages look like that I receive – can you provide some examples?

"Signature Transaction Alert - A transaction in the amount of $23.45 from {merchant name} was performed with your card ending in 4321."

Why aren’t my balance inquiries working?

The text ‘bal’ will not work if you have a signature or icon that automatically adds to outgoing messages. In these cases, a balance inquiry won’t work until you remove the signature.

Why is my hotel requesting more than the cost of the actual room I booked?

Hotels can add an additional 20% to the authorization request to cover possible incidentals you might charge to your room bill, like room service, a restaurant bill, or beverages. The actual amount on your receipt upon checkout is what you will be charged.

Why is the gas station charging me $75 before I’ve even pumped the gas?

The fuel company 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 you will be charged.

Why should I enroll in this service – what are the benefits to me?

  • Convenience. Debit Alerts bring banking to you when you’re on the go, and allow you to manage your account without having to call or visit the bank.
  • Fraud & overdraft mitigation. Debit Alerts allow you to keep a close watch on account activity.
  • Simple and easy to use
  • Improves the buying experience and can help you make on-the-spot purchase decisions
  • Works on most devices and with most carriers, from the simplest phone to the most complex smartphone
Home Loans - Applying for a Loan

Can I apply for a loan before I find a property to purchase?

Yes. In fact, applying for a mortgage loan before you find a home may be the best thing you could do! Once you have completed and submitted your application, a loan officer will contact you with further information.

Can I really borrow funds to use towards my down payment?

Yes, you can borrow funds to use as your down payment. If you own something of value that you could borrow funds against such as a car or another home, it's a perfectly acceptable source of funds. If you are planning on obtaining a loan, make sure to include the details of this loan in the Expenses section of the application.

Do I have to provide information about my child support, alimony, or separate maintenance income?

Information about child support, alimony, or separate maintenance income does not need to be provided unless you wish to have it considered for repaying this mortgage loan.

How will a past bankruptcy or foreclosure affect my ability to obtain a new mortgage?

If you've had a bankruptcy or foreclosure in the past, it may affect your ability to get a new mortgage. It is also important that you've re-established an acceptable credit history with new loans or credit cards.

How will rental income be verified?

If you own rental properties, we'll generally ask for the most recent year's federal tax return to verify your rental income. We'll review the Schedule E of the tax return to verify your rental income, after all expenses except depreciation.

I am relocating because I have accepted a new job that I haven't started yet. How should I complete the application?

Congratulations on your new job! If you will be working for the same employer, complete the application as such but enter the income you anticipate you'll be receiving at your new location.

If your employment is with a new employer, complete the application as if this were your current employer and indicate that you have been there for one month. The information about the employment you'll be leaving should be entered as a previous employer. We'll sort out the details after you submit your loan for approval.

I am retired and my income is from pension or social security. What will I need to provide?

We will ask for copies of your recent pension check stubs, or bank statement if your pension or retirement income is deposited directly in your bank account. Sometimes it will also be necessary to verify that this income will continue for at least three years since some pension or retirement plans do not provide income for life. This can usually be verified with a copy of your award letter. If you don't have an award letter, we can contact the source of this income directly for verification.

I am selling my current home to purchase this home. What type of documentation will be required?

If you're selling your current home to purchase your new home, we'll ask you to provide a copy of the settlement or closing statement you'll receive at the closing to verify that your current mortgage has been paid in full and that you'll have sufficient funds for our closing. Often the closing of your current home is scheduled for the same day as the closing of your new home. If that's the case, we'll just ask you to bring your settlement statement with you to your new mortgage closing.

I have income from dividends and/or interest. What documents will I need to provide?

Generally, two years’ worth of personal tax returns are required to verify the amount of your dividend and/or interest income so that an average of the amounts you receive can be calculated. In addition, we will need to verify your ownership of the assets that generate the income using copies of statements from your financial institution, brokerage statements or stock certificates.

Typically, income from dividends and/or interest must be expected to continue for at least three years to be considered for repayment.

I have student loans that aren't in repayment yet. Should I show them as installment debts?

Any student loan that will go into repayment within the next six months should be included in the application. Whether or not these payments are included in your debt to income ratios depends upon the loan program that you are applying for.

If other student loans are reflected on your final credit report, which will not go into repayment in the next six months, we may need to ask you for verification that repayment will not be required during this time period.

I was in school before obtaining my current job. How do I complete the application?

If you were in school before your current job, enter the name of the school you attended and the length of time you were in school in the "length of employment" fields. You can enter a position of "student" and income of "0."

If I have income that's not reported on my tax return. Can it be considered?

Generally, only income that is reported on your tax return can be considered when applying for a mortgage. Unless, of course, the income is legally tax-free and isn't required to be reported.

If my property's appraised value is more than the purchase price can I use the difference towards my down payment?

Unfortunately, if you are purchasing a home, we'll have to use the lower of the appraised value or the sales price to determine your down payment requirement.

I'm getting a gift from someone else. Is this an acceptable source of my down payment?

Gifts are an acceptable source of down payment, if the gift giver is related to you or your co-borrower. We'll ask you for the name, address, and phone number of the gift giver, as well as the donor's relationship to you. Documentation on the transfer of the funds, along with a signed gift letter, is required on loans sold in the secondary market.

If your loan request is for more than 80% of the purchase price, we'll need to verify that you have at least 5% of the property's value in your own assets.

I'm self-employed. How will you verify my income?

Generally, the income of self-employed borrowers is verified by obtaining copies of personal (and business, if applicable) federal tax returns for the most recent two-year period.

We'll review and average the net income from self-employment that's reported on your tax returns to determine the income that can be used to qualify. We won't be able to consider any income that hasn't been reported as such on your tax returns. Typically, we'll need at least a one-year history, and sometimes a full two-year history, of self-employment to verify that your self-employment income is stable.

I've co-signed a loan for another person. Should I include that debt here?

Generally, a co-signed debt is considered when determining your qualifications for a mortgage. If the co-signed debt doesn't affect your ability to obtain a new mortgage we'll leave it at that. However, if it does make a difference, we can ignore the monthly payment of the co-signed debt if you can provide verification that the other person responsible for the debt has made the required payments, by obtaining copies of their cancelled checks for the last twelve months.

I've had a few employers in the last few years. Will that affect my ability to get a new mortgage?

Having changed employers frequently is typically not a hindrance to obtaining a new mortgage loan. This is particularly true if you made employment changes without having periods of time in between without employment. We'll also look at your income advancements as you have changed employment.

If you're paid on a commission basis, a recent job change may be an issue since we'll have a difficult time of predicting your earnings without a history with your new employer.

What is a credit score and how will my credit score affect my application?

A credit score is one of the pieces of information that we'll use to evaluate your application. Financial institutions have been using credit scores to evaluate credit card and auto applications for many years, but only recently have mortgage lenders begun to use credit scoring to assist with their loan decisions.

Credit scores are based on information collected by credit bureaus and information reported each month by your creditors about the balances you owe and the timing of your payments. A credit score is a compilation of all this information converted into a number that helps a lender to determine the likelihood that you will repay the loan on schedule. The credit score is calculated by the credit bureau, not by the lender. Credit scores are calculated by comparing your credit history with millions of other consumers. They have proven to be a very effective way of determining credit worthiness.

Some of the things that affect your credit score include your payment history, your outstanding obligations, the length of time you have had outstanding credit, the types of credit you use, and the number of inquiries that have been made about your credit history in the recent past.

Credit scores used for mortgage loan decisions range from approximately 300 to 900. Generally, the higher your credit score, the lower the risk that your payments won't be paid as agreed.

Using credit scores to evaluate your credit history allows us to quickly and objectively evaluate your credit history when reviewing your loan application. However, there are many other factors when making a loan decision and we never evaluate an application without looking at the total financial picture of a customer.

What, exactly, is an installment debt?

An installment debt is a loan that you make payments on, such as an auto loan, a student loan or a debt consolidation loan. Do not include payments on other living expenses, such as insurance costs or medical bill payments. We'll include any installment debts that have more than 10 months remaining when determining your qualifications for this mortgage.

Will I be charged any fees if I authorize my credit information to be accessed?

There is no charge to you for the credit information we'll access with your permission to evaluate your application online. You will only be charged for a credit report if you decide to complete the application process after your loan is approved and your loan will be sold into the secondary market.

Will my overtime, commission, or bonus income be considered when evaluating my application?

In order for bonus, overtime, or commission income to be considered, you must have a history of receiving it and it must be likely to continue. We'll usually need to obtain copies of W-2 statements for the previous two years and a recent pay stub to verify this type of income. If a major part of your income is commission earnings, we may need to obtain copies of recent tax returns to verify the amount of business-related expenses, if any. We'll average the amounts you have received over the past two years to calculate the amount that can be considered as a regular part of your income.

If you haven't been receiving bonus, overtime, or commission income for at least one year, it probably can't be given full value when your loan is reviewed for approval.

Will my second job income be considered?

Typically, income from a second job will be considered if a two-year history of secondary employment can be verified.

Home Loans - Closing and Beyond

Can I get advanced copies of the documents I will be signing at closing?

The most important documents you will sign at closing are the note and mortgage, sometimes called the deed of trust. Unless there are special circumstances, these documents are usually prepared one to two days before your closing. Other documents are prepared by the closing agent the day before or the day of your closing. If you would like copies of the completed documents to be sent to you after they are prepared, please contact your Mortgage Loan Officer.

If I apply, where will the closing take place?

We use a nationwide network of closing agents and attorneys to conduct our loan closings. We'll schedule your closing to take place in a location that is located near your home for your convenience. 

We'll deliver our loan documents and wire transfer your loan funds to the closing agent or attorney prior to closing so that they'll have plenty of time to prepare for your closing.

What happens at the loan closing?

The closing will take place at the office of a title company or attorney in your area who will act as our agent. If you are purchasing a new home, the seller may also be at the closing to transfer ownership to you, but in some states, these two events actually happen separately.

During the closing you will be reviewing and signing several loan papers. The closing agent or attorney conducting the closing should be able to answer any questions you have or you can feel free to contact your Mortgage Loan Officer if you prefer.

Just to make sure there are no surprises at closing, your Mortgage Loan Officer will contact you a few days before closing to review your final fees, loan amount, first payment date, etc.

The most important documents you will be signing at the closing include:

HUD-1 Settlement Statement
This document provides an itemized listing of the final fees charged in connection with your loan. If your loan is a purchase, the settlement statement may also include a listing of any fees related to the transaction between you and the seller. If this loan will be a refinance, the settlement statement will show the pay off amounts of any mortgages that will be paid in full with your new loan. Most items on the statement are numbered according to a standardized system used by all lenders. These numbers will correspond to the numbers listed on the Good Faith Estimate that will be provided in your application package. This document is also commonly known as the closing statement and both the buyer and seller must sign this document.

Truth-in-Lending Statement (TIL)
This document provides full written disclosure of the terms and conditions of a mortgage, including the annual percentage rate (APR) and other fees. It is exactly the same as the TIL that you received immediately after your initial application, except it has been updated to reflect the final rate and fee information. Federal law requires that all lenders provide you with this document at closing.

This is the document you sign to agree to repay your mortgage. The note will provide you with all of the details of your loan including the interest rate and length of time to repay the loan. It also explains the penalties that you may incur if you fall behind in making your payments.

Mortgage / Deed of Trust
This document pledges a property to the lender as security for repayment of a debt. Essentially this means that you will give your property up to the lender in the event that you cannot make the mortgage payments. The Mortgage restates the basic information contained in the note, as well as details the responsibilities of the borrower. In some states, the document is called a Deed of Trust instead of a Mortgage.

If your loan is a refinance, Federal Law requires that you have three days to decide positively that you want a new mortgage after you sign the documents. This means that the loan funds won't be disbursed until three business days have passed. The closing agent will provide more details at the closing.

Who will be at the closing?

The closing agent acts as our agent and will represent us at the closing. However, your personal Mortgage Loan Officer will contact you prior to closing to talk about your final documents and to provide a final breakdown of your closing fees. If you have any questions that the closing agent can't answer during the closing, ask them to contact your Mortgage Loan Officer by phone and we'll get you the answers you need - before the closing is over!

Will I need to have an attorney representing me at closing?

In some areas of the country it is very customary, and sometimes required by law, to have an attorney represent you at the closing. In other areas, attorneys are not as common at a real estate closing. Please contact the closing agent if you have questions about attorney representation. By all means, we recommend that you have an attorney at the closing if it would make you more comfortable. If your attorney has any questions about your new mortgage, please refer them to your Mortgage Loan Officer. We'd be happy to provide any information necessary.

Home Loans - Your Property

Are there any special requirements for condominiums?

Since the value and marketability of condominium properties is dependent on items that don't apply to single-family homes, there are some additional steps that must be taken to determine if condominiums meet secondary market guidelines.

One of the most important factors is determining if the project that the condominium is located in is complete. In many cases, it will be necessary for the project, or at least the phase that your unit is located in, to be complete before we can provide financing. The main reason for this is that, until the project is complete, we can't be certain that the remaining units will be of the same quality as the existing units. This could affect the marketability of your home.

In addition, we'll consider the ratio of non-owner occupied units to owner-occupied units. This could also affect future marketability since many people would prefer to live in a project that is occupied by owners rather than renters.

We'll also carefully review the appraisal to insure that it includes comparable sales of properties within the project, as well as some from outside the project. Our experience has found that using comparable sales from both the same project as well as other projects gives us a better idea of the condominium project's marketability.

Depending on the percentage of the property's value you'd like to finance, other items may also need to be reviewed.

How long does it take for the property appraisal to be completed?

Licensed appraisers who are familiar with home values in your area perform appraisals. Generally, it takes at least 10-14 days before the written report is sent to us. We follow up with the appraiser to insure that it is completed as soon as possible. If an interior inspection of the home is necessary, the appraiser should contact you to schedule a viewing appointment. If you don't hear from the appraiser within seven days of the order date, please inform your Mortgage Loan Officer. If you are purchasing a new home, the appraiser will contact the real estate agent, if you are using one, or the seller to schedule an appointment to view the home. We will promptly give you a copy of any appraisal, even if your loan does not close.

I'm purchasing a home. Do I need a home inspection AND an appraisal?

Both a home inspection and an appraisal are designed to protect you against potential issues with your new home. Although they have totally different purposes, it makes the most sense to rely on each to help confirm that you've found the perfect home.

The appraiser will make note of obvious construction problems such as termite damage, dry rot or leaking roofs or basements. Other obvious interior or exterior damage that could affect the salability of the property will also be reported. 

However, appraisers are not construction experts and won't find or report items that are not obvious. They won't turn on every light switch, run every faucet or inspect the attic or mechanicals. That's where the home inspector comes in. They generally perform a detailed inspection and can educate you about possible concerns or defects with the home.

Accompany the inspector as instructed during the home inspection. This is your opportunity to gain knowledge of major systems, appliances and fixtures, learn maintenance schedules and tips, and to ask questions about the condition of the home.

I've heard that some lenders require flood insurance on properties. Will you?

Federal Law requires all lenders to investigate whether or not each home they finance is in a special flood hazard area as defined by FEMA, the Federal Emergency Management Agency. The law can't stop floods. Floods happen anytime, anywhere. But the Flood Disaster Protection Act of 1973 and the National Flood Insurance Reform Act of 1994 help to ensure that you will be protected from financial losses caused by flooding.

We use a third party company who specializes in the reviewing of flood maps prepared by FEMA to determine if your home is located in a flood area. If it is, then flood insurance coverage will be required, since standard homeowner's insurance doesn't protect you against damages from flooding.

What is an appraisal and who completes it?

To determine the value of the property you are purchasing or refinancing, an appraisal will be required. An appraisal report is a written description and estimate of the value of the property. National standards govern not only the format for the appraisal; they also specify the appraiser's qualifications and credentials. In addition, most states now have licensing requirements for appraisers evaluating properties located within their states.

The appraiser will create a written report for us and we will promptly give you a copy, even if your loan does not close.

Usually the appraiser will inspect both the interior and exterior of the home. However, in some cases, only an exterior inspection will be necessary based on your financial strength and the location of the home. Exterior-only inspections usually save time and money, but if you're purchasing a new home, your Mortgage Loan Officer will contact you to determine if you'd be more comfortable with a full inspection.

After the appraiser inspects the property, they will compare the qualities of your home with other homes that have sold recently in the same neighborhood. These homes are called "comparables" and play a significant role in the appraisal process. Using industry guidelines, the appraiser will try to weigh the major components of these properties (i.e., design, square footage, number of rooms, lot size, age, etc.) to the components of your home to come up with an estimated value of your home. The appraiser adjusts the price of each comparable sale (up or down) depending on how it compares (better or worse) with your property.

As an additional check on the value of the property, the appraiser also estimates the replacement cost for the property. Replacement cost is determined by valuing an empty lot and estimating the cost to build a house of similar size and construction. Finally, the appraiser reduces this cost by an age factor to compensate for depreciation and deterioration.

If your home is for investment purposes, or is a multi-unit home, the appraiser will also consider the rental income that will be generated by the property to help determine the value.

Using these three different methods, an appraiser will frequently come up with slightly different values for the property. The appraiser uses judgment and experience to reconcile these differences and then assigns a final appraised value. The comparable sales approach is the most important valuation method in the appraisal because a property is worth only what a buyer is willing to pay and a seller is willing to accept.

It is not uncommon for the appraised value of a property to be exactly the same as the amount stated on your sales contract. This is not a coincidence, nor does it question the competence of the appraiser. Your purchase contract is the most valid sales transaction there is. It represents what a buyer is willing to offer for the property and what the seller is willing to accept. Only when the comparable sales differ greatly from your sales contract will the appraised value be very different.

What types of things will an underwriter look for when they review the appraisal?

In addition to verifying that your home's value supports your loan request, we'll also verify that your home is as marketable as others in the area. We'll want to be confident that if you decide to sell your home, it will be as easy to market as other homes in the area.

We certainly don't expect that you'll default under the terms of your loan and that a forced sale will be necessary, but as the lender, we'll need to make sure that if a sale is necessary, it won't be difficult to find another buyer.

We'll review the features of your home and compare them to the features of other homes in the neighborhood. For example, if your home is on a 20-acre lot, or has a large accessory building, we'll want to make sure that there are other homes in the area on similar size lots or with similar outbuildings. It is hard to place a value on such unique features if we can't see what other buyers are willing to pay for them. In some areas, additional acreage or outbuildings could actually be a detriment to a future sale. Finding comparable properties can be more challenging in rural areas where it is more difficult to find homes that have similar features.

We'll also make sure that the value of your home is in the same range as other homes in the area. If the value of your home is substantially more than other homes in the neighborhood, it could affect the market acceptance of the home if you decide to sell. 

We'll also review the market statistics about your neighborhood. We'll look at the time on the market for homes that have sold recently and verify that values are steady or increasing.

Will I get a copy of the appraisal?

As soon as we receive your appraisal, we'll update your loan with the estimated value of the home. We will promptly give you a copy of any appraisal, even if your loan does not close.

Online Banking

Can I get reports via online banking of my account?

Yes. You have several ways to pull reports. You can pull by date range, check number, amount, or transfer type.

Can I make a payment to my CTB loan from a CTB account in online banking?

Yes. You have two options. If you are an owner and you have access to your loan and account via online banking, you can do an internal transfer before 6 p.m. and it will post that business day. Or, you can set up a payee in Billpayer as Community Trust Bank, and Billpayer will mail a check to credit your loan.

Can I order checks in online banking?

Yes. Order checks under Additional Services/Check Reorder.

Can I pay bills with my online banking?

Yes, you can. Online bill pay is an optional service that allows you to pay bills safely, securely, and conveniently from any computer. You save money. No stamps to buy, no checks to write.

Can I place a stop payment on my account?

Yes. First, log into your online account and select Stop Payment, which is located under Additional Services. (Note: When you place a stop payment online, you are not required to come into a banking center to sign the stop payment form.)

Can I reset my online banking password?

Yes. With just one security question, you will be able to reset your password.

Can I sign up for E-Statements in online banking?

Yes. Choose eStatements, Enter, and then agree to the disclosure for eStatements.

Under what circumstances will items not be paid?

The Overdraft Advantage service (see Overdraft Services FAQ on https://www.ctbonline.com/resources/faqs/ for additional information) is available to selected customers on a purely discretionary basis and may be revoked at any time at our discretion.

Note: We pay overdrafts based on our standard overdraft policy. We do not guarantee that we will always pay any type of overdraft transaction.

Online Funds Transfer

Can I cancel or edit a payment?

Transfers can be canceled or edited prior to their initiation while they are in a Pending status. Once a transfer has been initiated, it will change to a status of In-Process and will no longer be subject to cancellation or editing.

If you have scheduled a:

  • Immediate Transfer, we will initiate that transaction as soon as possible, so you may have a short window to cancel or edit an immediate transfer request. To do so, navigate to the Overview tab. You will see a list of your most recent activity. If your immediate transfer has not yet been initiated, it will be in a Pending status and therefore can be canceled or edited. If the transaction is in a Pending status, click on the Cancel or Edit button associated with the transfer. If the transfer is in a status of In-Process, then we have released the transfer to the ACH system and it cannot be canceled or edited.
  • Scheduled Transfer for a future date, you can cancel or edit the transaction by navigating to the History tab and selecting the Future Transactions navigation option. Locate the transaction that you would like to cancel or edit in the transaction list. Click on the Cancel or Edit button associated with the transfer you would like to cancel or edit.
  • Recurring Transfer, you may cancel or edit the next transfer in the model or you can cancel the entire Recurring Plan
    • To cancel or edit the next transfer within a Recurring Plan, navigate to the History tab and select the Future Transactions navigation option. Locate the transfer you would like to cancel or edit and click on its corresponding Cancel or Edit button. Be aware, you will only have the option to cancel or edit the next transfer that is scheduled to execute within the Recurring Plan.
    • To cancel all remaining transfers within a Recurring Plan, navigate to the History tab and select the Recurring Plans navigation option. Find the desired Recurring Plan in the list and click its corresponding Cancel button.

Can I make changes to my account portfolio after the initial set-up?

Your Community Trust Bank eligible accounts are added to the transfer service automatically and may not be edited or removed. You may add or remove external accounts at any time. Note: As a security precaution, there is a limit to the total number of external accounts that can be added to the service at a given time.

Can I send money internationally?

No. At present, international transfers are not available due to international legislation that varies across the nations. We regret the inconvenience.

Can I use this service to transfer money between accounts at the same financial institution?

No. When using this service to transfer money, one of your Community Trust Bank accounts must either be the To or the From account. Community Trust Bank accounts cannot be both the To and the From account, nor can two external accounts be the To and the From accounts for a given transaction.

How do I sign up for Funds Transfer?

Funds Transfer is available to customers through the CTB Online Banking account access. Just sign in to your CTB Online Banking login and go to the "Account Transfers" tab. Once there, click on the External Transfers link.

If you are not currently enrolled for CTB Online Banking, please visit www.ctbonline.com and click on the Enroll in "Online Banking" link, at the bottom of the white Online Banking: Login to your Account box, on the right side of the screen.

If you are already enrolled for CTB Online Banking, sign onto your CTB Online Banking login, go to the "Account Transfers" tab, and then click on the External Transfers link. Then select "Transfer Between My Accounts". 

Follow the 3-step sign up process:

  1. Funds Transfer Agreement - Accept the CTB Online Banking Funds Transfer Terms of Service. Then click "Sign up now!"
  2. Contact Information - Your Name, Date of Birth and Home Telephone are required as part of the sign up process. Enter the requested information and click Submit.
  3. Add External Accounts - Go to the "Manage Accounts" tab to add external accounts.

Before transferring funds, you will be required to validate your email address. This is to ensure that you will receive your email confirmations and notifications. We will send verification codes to your email address. Please check your email for these codes and enter them in the box shown on-screen to complete the sign up process.

Once you've completed the steps above, you will receive a confirmation message indicating that you have successfully signed up for Funds Transfer. Click "Transfer Funds" to start using the service.

How does Funds Transfer work?

Community Trust Bank processes Electronic Transfer Funds via the Automated Clearing House (ACH) secure network. This is the same network used by the Federal Reserve to clear checks between financial institutions. Community Trust Bank submits a request to the ACH network to transfer funds between the accounts you've specified. ACH then uses its secure channels to complete the transaction. This procedure is very similar to the process employers use to make payroll direct deposits.

How would I use Funds Transfer?

You can use this service to electronically transfer money into or out of your Community Trust Bank accounts. This service is designed to assist you in conveniently moving money between your accounts at various financial institutions without having to stop in a branch or write yourself a check.

What accounts types are eligible for the Funds Transfer service?

At this time, you can add the following accounts to your Transfer Funds Portfolio:

  • Consumer checking, savings, money market checking or money market savings accounts held at any commercial bank or credit union nationwide that is able to accept ACH transfers.
  • Investment accounts held at any of the affiliated online brokerage firms are also eligible. Currently you have accessibility to most of the nation's largest brokerage companies, and we will be adding several major brokerages in the near future.

Please note that the accounts held at Community Trust Bank will be auto-enabled for this service. All your other external accounts will be required to complete our simple account ownership verification process.

What accounts types are not eligible for the Funds Transfer service?

The following accounts are not eligible for the Community Trust Bank Funds Transfer Service:

  • Individual Retirement Accounts (IRAs)
  • Custodial and/or Trust Accounts
  • Business Accounts for which more than one person has check-writing privileges
  • Certificate of Deposits (CDs) or other time-based accounts
  • Loan Accounts (including credit card and equity accounts)

You may have other accounts that are ineligible for this service due to restrictions specific to your financial institution(s). If in doubt, please contact your institutions to ensure that your accounts are eligible for Funds Transfer service.

What are the fees associated with the service?

For a limited time, Standard (3-5 Business Day) Transactions are free and Next-Day Transactions are $6 each.

What is the cut-off time to submit a transaction?

The cut-off time for submitting a Standard (3-5 business days) Transaction is 6:00 PM Central Standard Time on regular Business Days. All transactions submitted after 6:00 PM CST, Mondays through Fridays or on weekends or bank holidays will be processed the next Business Day.

What is the Trial Deposit verification method and how can my external accounts be verified using this method?

You will have the option to validate all of your external accounts using the trial deposit method. If you have selected the Trial Deposit method, or it was the only validation method available for the particular account you are adding, below is a description of the process:

We will make 2 small deposits using our funds and 1 withdrawal for an amount equal to the 2 deposits to your external account. The deposits will be made within 2-3 business days.

After 2 or 3 days, check with your external institution either online or by other method to identify the amounts of the deposits. The deposits will show in your account history as TRIALCREDT and the withdrawal will show as TRIALDEBIT. 

After obtaining the deposit amounts, return to the Funds Transfer service. On the Overview tab, there will be a list of accounts awaiting validation completion. Click on the "verify" link and you will be prompted to enter the deposit amounts made to your account. Note: You will have 2 attempts to enter the deposit amounts correctly. 

Once you successfully enter the correct deposit amounts, your account will be immediately available to conduct transfers.

When are transactions processed and when will the funds be available?

Transactions are processed on the date you specify up to a year in advance. Transactions will take approximately 3 business days to process. If a transaction is scheduled to process on a weekend or holiday, it will be processed the previous Business Day. 

Below is an expected delivery schedule based on the day of the week your request is initiated, actual settlement may vary depending on the processing procedures and funds availability schedule of the receiving financial institution:

Standard Delivery (3 Business Days)

Requested by cutoff time on:Destination account credited before start-of-business on:*
Monday Thursday
Tuesday Friday
Wednesday Monday
Thursday Tuesday
Friday Wednesday
Saturday Wednesday
Sunday Wednesday

*Based on the receiving bank's Availability of Funds scheduled.

If you have access to Next-Day transfers, below is an expected delivery schedule based on the day of the week your request is initiated, actual settlement may vary depending on the processing procedures and funds availability schedule of the receiving financial institution: 

Next-Day Delivery (1 Business Day)

Requested by cutoff time on:Destination account credited before start-of-business on:*
Monday Tuesday
Tuesday Wednesday
Wednesday Thursday
Thursday Friday
Friday Monday
Saturday - not available   
Sunday - not available  

*Based on the receiving bank's Availability of Funds scheduled.

Why do I have limits on my payments?

For your protection, limits have been created on how much money can transferred during various time periods. Please see the chart below or click the "Learn more about limits" link next to the Amount field to view your available limits.

Type of ServiceMaximum Transaction Limit
Funds Transfer
Standard (3-5 business days)
Daily Limit: $5,000
Monthly Limit: $10,000
Funds Transfer
Next-Day (Next business day)
Daily Limit: $2,000
Monthly Limit: $5,000

Why do I have to verify my external accounts?

We do everything possible to protect your security and maintain the integrity of the payments network. The account verification procedures are double-check safeguards that help us make sure nobody sets up your accounts but you.

Why do I need to verify my email address?

Verification of your email address is required for security reasons. Entering the correct verification code ensures that you have access to your email.

Opening an Account

Can I change the information on my account application?

You have the option to edit your account information prior to submitting the information to Community Trust Bank. Simply select the Edit button above the grouping of information you would like to change, and you will be permitted to change your input.

Is my online application secure?

Community Trust Bank uses encryption for online security. Encryption technology helps provide secure transmission of information along the Internet by encoding the transmitted data using a mathematical formula to scramble the data. Without a corresponding "decoder," the transmission would look like nonsense text and would be unusable.

What do I need to open an account with Community Trust Bank?

There are several things you will need to refer to – and provide - during the account opening process:

  • You’ll be asked for your U.S. Social Security number and valid form of identification including: Driver's license, State ID, Military ID or Passport.
  • You will also need to provide personal information, including your date of birth, and former mailing address(es).

If you are not a U.S. Citizen or U.S. Resident Alien and do not have this information, we will be unable to enroll you online. Please visit one of our banking centers for assistance.

What information do I need to open a joint account?

You’ll need the same information that’s required when opening an individual account—but you’ll need it for both applicants. For details, see "What do I need to open an account with Community Trust Bank?" question above. Please note that each applicant will need to sign the signature card.

Overdraft Services

How long do I have to pay back an overdraft?

Overdraft Advantage will automatically be suspended if overdrawn more than 20 days or less than $500.00 was deposited for the current and last statement.

If I select Overdraft Advantage with Debit Card Overdraft Protection, am I charged a fee even if I don't overdraft?

No. Selecting Overdraft Advantage with Debit Card Overdraft Protection means the coverage is available, but you won't be charged a fee unless you use it.

What happens if I don't sign up for anything?

Your personal checking and money market accounts may automatically include overdraft coverage for checks and bill payments (based on bank policy). ATM withdrawals and debit card transactions will be denied if you don't have enough funds in your account.

What if I have multiple personal checking or money market accounts?

The overdraft coverage you select is applied on an individual account basis. You will need to sign up for coverage for each of the personal checking or money market accounts you have.

What types of fees are charged?

We will generally not pay items that will create in excess of a $500 overdraft (negative) balance in your account. Normal bank fees and charges, including returned item charge/overdraft item charge of $35.00 for each item will be included in the calculation of this limit. However, we will charge you no more than five overdraft item charges per day and will not charge an overdraft item charge if your checking account is overdrawn $5 or less at the end of each business day. Also, we will charge you an overdrawn account fee of $10.00 on the 5th consecutive day your account is overdrawn. if your account is overdrawn for more than 5 consecutive days, we will charge an additional $10.00 per week.

What types of transactions could cause an overdraft?

The $35.00 overdraft item charge applies to overdrafts created by check, in-person withdrawal, ATM withdrawal, or other electronic means if you opted in to the authorization and payment of ATM and everyday debit card transactions (Regulation E).

Would there be a reason to have more than one overdraft protection product?

If you've linked your account to another savings or checking account or a line of credit, Account-to-Account Overdraft Transfer will be used as your primary source of overdraft coverage. Signing up for Overdraft Advantage With ATM & Everyday Debit Card Transaction Overdraft Protection (Opt-in) would serve as an additional source of coverage in the event that you exhaust your checking or savings account balance or line of credit.

Payroll Cards

Can I add funds to my Paycheck Express payroll card?

No, only your employer can add payroll, incentive, or expense funds to the card.

Can I get a second card for my spouse or someone else?

Yes, you may have your employer issue a secondary card to your spouse or designated person. You can transfer funds between cards by calling the Customer Care Center at 1-866-297-3613 or by visiting https://www2.consumercardaccess.com/ctbpayroll.

Can I get cash back at a POS terminal and is there a fee for doing so?

You can receive cash back, up to the limit of each merchant. Community Trust Bank does not charge a fee for this feature.

Can I use my Paycheck Express payroll card at any ATM?

Yes, you can use your Paycheck Express payroll card to access funds at any ATM. You will not be charged for ATM transactions performed at a Community Trust Bank ATM.  If you use a non-Community Trust Bank ATM to access your funds, or to make an inquiry, the owner or operator of that terminal may charge you a fee, in addition to any fees charged under the terms and conditions of this product.

Can I use my Paycheck Express payroll card to get gas?

Yes. However, you may not use it at the physical gas pump station – you’ll have to pay for your gasoline inside the store.

How do I activate my Paycheck Express payroll card?

Your Paycheck Express payroll card must be activated by calling 1-866-297-3613.  You will use the last four digits of your social security number to activate the card.  Once the card has been activated you will be asked to select a new four-digit PIN for use with your card.

How do I check the balance and activity on my Paycheck Express payroll card?

You can obtain this information several ways.  You may call the Customer Care Center toll free at 1-866-297-3613, or you can access your card account online at https://www2.consumercardaccess.com/ctbpayroll.

How do I return goods I purchased with my card?

It depends upon the merchant’s policy.  In some cases the merchant will credit your card, and in others the merchant will refund you with cash.  As with any purchase, always keep your receipt.

I moved. How do I have my address changed for my monthly Paycheck Express payroll card statements?

In addition to notifying your employer, you will need to call the customer service number found on the back of your card to ensure the address for your Paycheck Express payroll card is updated.  

Is it safe to use my card to withdraw cash?

Yes. Your card can be used to withdraw cash only when you enter your unique Personal Identification Number (PIN). 

Is my Paycheck Express payroll card like a credit card?

No. The card is a prepaid stored value product.  The card does not carry a credit limit -- you can only spend the value on the card.

What if I notice the wrong dollar amount was charged on my Paycheck Express payroll card when I made a purchase?

If you notice this error on the store receipt after you’ve left the store, contact the store immediately for a refund.  When you call, be ready to provide your name, account number, the date and amount of the transaction, the type of transaction, and the error amount.  You will most likely have to return to the store where the error occurred, with your original receipt.

What is the Paycheck Express payroll card?

The Paycheck Express Card is a prepaid Visa® debit card that permits your employer to deliver payroll funds directly to you, without using paper checks.

What should I do if I lose my Paycheck Express payroll card?

Notify us immediately if you believe your card has been lost or stolen. You can call toll-free, 24 hours a day: Customer Care Center 1-866-297-3613. Or, call Monday through Friday, 8 am to 5 pm: 318-242-7501.

When I make a withdrawal at an ATM with my Paycheck Express payroll card, what account type do I select?

You will always select Checking Account.

When is my money available?

Your payroll funds will be immediately available for withdrawal or purchase with the Paycheck Express payroll card on your normal paycheck distribution date.  

When is my payroll deposited?

Your paycheck amount will be deposited into your Paycheck Express Payroll account on the date of payroll distribution. 

Will I receive a statement each month for the transactions on my Paycheck Express payroll card account?

Yes. You will receive a monthly statement of your card activity.  You may also obtain this information online at https://www2.consumercardaccess.com/ctbpayroll.

Visa Gift Cards

Can I make a regular preauthorized payment from my card?


Can I use my gift card at a restaurant?

Yes. However, most restaurants will authorize the card up to 20% more to cover tips. If the balance on your card cannot cover the additional 20%, it may be declined.

Can I use my gift card to buy gas?

Yes, you must present the gift card for payment inside the gas station.

Do I need to activate my card?

Yes, it is necessary to activate your card by calling Community Card Services at 1-866-297-3613. We recommend that you register your card and sign the back of your card.

Does my card have a Personal Identification Number (PIN)?

No. Therefore, you cannot make any transactions that require a PIN.

How do I find out the balance on my gift card?

Find your balance and transaction history via our automated Community Card Services Center at 1-866-297-3613 or you may view your balance and transaction history by accessing https://www2.consumercardaccess.com/main/ctbonlinegift/Home. These services are provided to you at no cost.

How do I register my card?

Please visit https://www2.consumercardaccess.com/main/ctbonlinegift/Home and enter in your card number, card security code, and cache code. Then, follow the on-screen instructions.

Is my card like a debit card?

No, unlike a debit card, you do not have a bank account associated with the gift card.

Is my gift card the same as a credit card?

No, your gift card is not a credit card. You can only spend the amount on the card.

May I let someone else use my card?

No. Please keep your card under your control at all times.

What do I do if I have problems with my Gift Card?

Call Community Card Services at 1-866-297-3613. They are available 24 hours a day, 7 days a week.

What happens when I return merchandise that I purchased with my card?

The merchant may refund your card, issue a store credit, or refund as cash.

What if I want to make a purchase for more than the balance on my card?

You may tell the cashier at the store to split the payment and use a second form of payment for the balance due.

What should I do with my gift card when the value is depleted?

Destroy the card. This is a non-reloadable card. Note: Before destroying the card, consider whether you will receive any merchant refunds on the card.

Where can I use my card?

Your card can be used for purchases anywhere where Visa® signature card transactions are accepted.