Index

Frequently Asked Questions

About Our Switch Kit

Banking at Benchmark

Q: What is Benchmark's routing number?
A: 0514 0248 2

Q: What are Benchmark's hours?
A: Our lobbies are open Monday through Thursday from 9 a.m. to 5 p.m. On Fridays, we stay open until 5:30 p.m. The drive-up hours at all of our locations, except South Hill, are Monday through Friday 8:30 a.m. to 5:30 p.m. In South Hill, the drive-up opens at 7:30 a.m. On Saturdays, our lobbies are closed, but all of the drive-up facilities are open from 8:30 a.m. to noon.

Q: I want to rent a safe deposit box. How do I get one?
A: Because our rental fees are done by automatic withdrawal from an account, you must be a Benchmark checking or savings customer to rent a safe deposit box. Upon opening your account, a customer service representative will discuss the box options with you.

Q: How do the changes in Regulation CC (Funds Availability) affect me?
A: If we place a hold on a check you deposit, the funds will generally be available on the second business day after the day of deposit.

Q: How will I be affected by the new overdraft rules that went into effect?
A: The new rules apply specifically to ATM withdrawals and debit card purchases. Learn how Benchmark is watching out for you.

Q: E-mails from Benchmark appear in my spam folder and never in my inbox. What can I do?
A: You can add our e-mail address(es) to your e-mail program's safe sender list. These instructions will lead you step-by-step to ensure that our e-mails will be delivered to your inbox.


Wire Transfers

Q: I want to wire money to someone. What do I need to do?
A: Because regulations resulting from the U.S. Patriot Act require us to closely monitor wire transfers, you must have a Benchmark account in order to use our wire transfer services. Once you open an account, we can wire money anywhere in the world for you. You will need the complete name, address, and routing number of the bank as well as the account information for the person to whom you are wiring the money.

Q: Someone wants to wire money to me. What information is needed?
A: Please refer to the wiring instructions to ensure that you receive the transfer successfully.


Checking Accounts

Q: Can I get Overdraft Protection for my Benchmark checking account?
A: Yes. There are various ways we can set this up. The easiest is by maintaining a separate savings account with us. If your checking becomes overdrawn, a transfer is automatically made from the savings account to cover the overdraft.

Q: I have lost my checkbook. What should I do?
A: First, call the branch where you have your account and notify them of the loss so that they can put a stop on the account. Then you will need to come into the branch and fill out a form that will get everything transferred into a new account for you.


Visa Cards

Q: What do I need to do if one of my Benchmark cards is lost or stolen?
A: Once you are sure that your card is missing, immediately call and report it.

For a Benchmark debit/check card, call 1-800-528-2273.
For a Benchmark credit card, call 1-800-991-4961.


Loans

Q: Do I need to have a deposit account at Benchmark to get a loan?
A: No, it is not necessary to have a checking or savings account in order to be considered for a loan. However, some of our loan products offer a discount on the rate if you have your payment taken directly from a checking account.

Q: Do you offer VA and HUD mortgages?
A
: We are pleased to be able to now offer VA loans and HUD loans as well.

Q: Can I apply online for a Benchmark loan?
A: We have an online application for mortgages. For all other types of loans, we suggest you talk with a loan officer.

Q I read a lot about foreclosures and repossessions these days. How do I know I'm getting a loan that won't leave me in the same situation?
A
: We would never knowingly put a customer in a loan that might be detrimental to them down the road. Moreover, we get to know our customers and build lasting relationships with them. We care about you!

QHow do I get a copy of my credit report?
A
: Consumers are entitled to one free credit report every 12 months from each of the nationwide consumer credit reporting companies – Equifax, Experian and TransUnion. To request your credit report, visit AnnualCreditReport.com or call 877-322-8228.



Savings Plans

Q: I want to open a savings account for my grandchild. What do I need to do?
A: This is what is called a custodial account. You or a parent would be on the account with your grandchild. You will need your grandchild's social security number to open the account.


Investments and Insurance

Q: I have never invested or participated in a mutual fund before. How do I get started?
A: Benchmark is the perfect place to get started with investing. As a matter of fact, we have a New Investors Program just for people like you! The first step is to call your local branch and make an appointment with one of Benchmark's Financial Consultants. They'll take it from there.

Q: I currently use an investment firm for my wealth management. Will Benchmark help me transfer my accounts?
A: Yes, simply tell your Benchmark Financial Consultants that you want to do this. He will work with you to make the change with the minimum of disruption to you.


24-Hour Banking

Q: What is required to use the Internet Banking service?
A: You can use any computer that has Internet access. Take a look at our list of browser and operating system requirements to ensure the highest security standards.

Q: What accounts will I be able to access through Internet Banking?
A: You can access your checking, savings, time deposit, and loan accounts through Internet Banking. Our Internet Banking service is intended to give you as much access, security, and versatility as possible.

Q: Can I create my own password that is easy for me to remember?
A: Yes, after you use your initial password to log in for the first time, you will be prompted to change your password for security purposes. You may also change your password at any time by accessing the User Options menu within Internet Banking. For tips on creating a strong password, read our password guidelines.

Q: What happens if I forget my password?
A: If you selected the self-reset option after your initial log on, you can simply answer the security question to reset your password without assistance from the bank. Otherwise, just call your local branch. We will take you through the steps needed to get back in.

Q: What happens if I forget my user ID?
A: We have a secure way for you to retrieve your user ID. On this form, enter the e-mail address that is associated with your Internet Banking profile, and your user ID will be sent to you. If you no longer have access to your email address, please contact your local branch.

Q: How current is my online banking information?
A: Your account information is updated several times every business day with new transactions that post to your account during the business day.

Q: How much account information can I view at once online?
A: Initially, information is available beginning with the day you register for online banking. Going forward, you will have access to 6 months of account history available online. Should you need to go back further than 6 months, contact your local branch for assistance.

Q: Is any of my personal information stored in the Internet Banking product?
A: Yes, the Internet Banking product stores your User ID, password and user preferences.

Q: How do I add or delete accounts after I have activated my Internet Banking account?
A: To add or delete accounts from Internet Banking, just call your local branch and speak with a customer service representative.

Q: Can I view my account details online 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: How long can I be inactive before being logged out of the Internet Banking service?
A: The inactivity timeout default is set for 20 minutes. However, you can define the timeout period in the User Options area for 20, 30, or 40 minutes.

Q: I'm having trouble viewing my e-Statements. What should I do?
A: Try upgrading to the latest version of Adobe Acrobat.

Q: I upgraded to the latest version of Adobe Acrobat, and I still can't view my e-Statements. What should I do?
A: Open Adobe Reader on your computer. Click "Edit" on from the menu bar and select "Preferences." From the categories list, select "Internet." Uncheck the "Display PDF in browser" option and then click "OK" and close.

Your e-statements will now open outside of your browser window, and all of the buttons on the Adobe Reader should work fine. This fix should work with any browser you use.

Q: I have questions about Bill Pay. Who do I call?
A: If you have general questions about Bill Pay, feel free to talk with a customer service representative at your local branch. For questions or issues regarding bill payment processing, contact our bill payment provider at (800) 823-7555.

Q: If I have set up a recurring bill payment, do I still need to log in to Internet Banking to remain an active user?
A: Yes. Being that the bill pay service is part of the Internet Banking package, you should still log in at least once every 60 days to remain an active user. If your Internet Banking access is deactivated, then your recurring bill payment will be cancelled as well.

Q: I use Quicken 2006, and I have received a message about upgrading to the current version of Quicken. What should I do?
A: As of April 30, Quicken discontinued its online services and support for the 2006 version. In order to maintain uninterrupted access to your services, you will need to upgrade to the current version. For more information, visit Quicken.

Q: I export my transactions into Quicken. If I need support, what should I do?
A:
If you are unable to complete an update using WebConnect, we can help you. For other issues, you can access Quicken Support at http://quicken.intuit.com/support/index.jsp to search for specific topics. You are even able to e-mail, chat, or call their support team.

Q: I export my transactions into Quickbooks. If I need support, what should I do?
A:
If you are unable to complete an update using WebConnect, we can help you. For other issues, you can access Quickbooks Support at http://support.quickbooks.intuit.com/support/ to search for specific topics.


Business Banking

Q: I am going to be starting up my own business. When should I talk to a business banker?
A: As soon as possible! A Benchmark business banker can give you guidance on how to structure the financials for your business, what you can expect if you will need a loan, and many other aspects of the venture upon which you are about to embark!

Q: I currently use another bank for my business accounts but I like some of the new products and services that you are offering. How should I proceed?
A: A Benchmark business banker would be glad to come and talk to you about any of our products and services regardless of your current situation. To take advantage of some of the products you obviously would have to switch some accounts, which we would help you do, but others can be accessed without making any changes to your current structure.


Company Stock

Q: How do I purchase shares of Benchmark stock?
A: To purchase shares of Benchmark Bankshares, the holding company for Benchmark Community Bank, you must contact a stock brokerage firm. The bank does not have any stock for sale directly.
 

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