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How We’re Responding to COVID 19

COVID-19 Frequently Asked Questions


We’re here to help address your concerns with answers to common questions related to the coronavirus.

Where do I find my bank account number and/or ABA routing number?

Both your routing and bank account numbers can be found on checks.

Your bank routing number is listed as the first sequence of numbers at the bottom left corner of your personal checks—typically a nine-digit number. If you have a business account, the routing number will follow the six-digit check number at the bottom of your checks. Routing numbers are often referred to as “check routing numbers”, “ABA numbers”, or “routing transit numbers” (RTN). Routing numbers may vary by location (where your account was opened) and the type of transaction made. Have your routing number handy when reordering checks, setting up direct deposit, making electronic payments and transferring funds.

Your bank account number is listed as the second sequence of numbers at the bottom left corner of your personal checks—typically a twelve-digit number. If you have a business account, the account number is also typically a twelve-digit number.

check image showing routing and account numbers at bottom

How do I know when my stimulus payment has been deposited into my account?

If you expect to receive your stimulus payment through direct deposit, the transaction will be labeled “IRS TREAS 310 TAX REF.” This is not your tax refund, but rather your stimulus payment.

Please visit https://www.irs.gov/coronavirus/economic-impact-payments for more information about eligibility, to check your status, update your payment information and more.

How can I access my money if my branch is closed?

No matter what's going on, there are always multiple ways to access your money without even walking into a branch.

  • Log in to Entegra Online Banking, where you can view balances, make payments, transfer funds, and update your profile and contact information. If you haven't enrolled in Online Banking, we encourage you to enroll now.
  • Call our Telephone Service Center at 800-438-2265, Monday-Thursday, from 7:30 a.m. to 5:30 p.m. and Friday from 7:30 a.m. to 6 p.m.
  • Call our 24-hour TeleBanc┬« service. Access TeleBanc by calling one of the following numbers:
    • 1-800-GET-BANK (800-438-2265) and choose Option #3
    • 1-800-964-0284
    • Then enter your full account number and a four digit pin (should be the last four digits of your social security number, unless you have changed it). Follow the prompts to continue for your inquiry.
  • Find a location near you and access any of our Entegra ATMs. You may also use any First Citizens Bank ATM for withdrawals only with no fees from First Citizens.

Is my money safe?

Absolutely. Your deposits at Entegra Bank, a division of First Citizens Bank, are protected up to at least $250,000 by FDIC Insurance.

Can I get access to my safe deposit box if my branch is closed?

Yes you can. Feel free to call your local branch, or contact us for an appointment.

My trip, event etc. was cancelled. Who do I contact to get a refund on my card?

You should definitely first contact the merchant whom you made the purchase with directly. If you have difficulties and would like to file a dispute against the merchant for the purchase, you can contact your local branch or call our Telephone Service Center at 800-438-2265.

What should I do if I can’t make my loan/card/mortgage payment?

We understand that the pandemic has resulted in financial hardship for many of our customers, and we’re here to help. We’ll work with you individually to tailor a solution for you. Just give us a call at 800-438-2265, Monday-Thursday, from 7:30 a.m. to 5:30 p.m. and Friday from 7:30 a.m. to 6 p.m.

What if there isn’t enough cash due to the pandemic? Should I withdraw a large amount of cash to protect myself?

The Federal Reserve System has the resources to continue to meet the needs of banking customers. It’s not safe to withdraw large amounts of cash—it could be lost or stolen. The safest place for your money is at the bank, where it will continue to be insured by the FDIC.

Where can I learn more about the FDIC?

Visit the FDIC website, and/or you can read the Frequently Asked Questions for Bank Customers Affected by Coronavirus Disease published by the FDIC.

How do I recognize a scam?

Unfortunately, unscrupulous people often take advantage of our anxieties at a time like this. Be on the lookout for phone calls, emails and texts from even legitimate sounding companies that either solicit your assistance or offer to help during this time. Never give out your Social Security number, bank account numbers or other personal information to companies or individuals unless you initiated the conversation.

To learn more about protecting your personal information, click on information under the Security & Fraud Prevention tab.

What can I do to prevent identity theft?

We take protecting your personal information seriously, and use state-of-the-art security technology to safeguard your account information. There are also some simple steps you can take to increase the security of your personal information.

The first thing you can do is to use strong passwords and User IDs. Hackers always go for the most obvious passwords and login IDs. So think of a phrase, a song lyric or quote, and throw in some capital letters, numbers and symbols. And never use personal information: family names, birthdates, phone numbers, etc.

It’s also very important that you don’t give your personal information to anyone who contacts you by phone, web, email or text message. Personal information includes your Social Security number, account numbers or any other information that can be used to personally identify you.

To report suspicious activity, contact us immediately at 800-438-2265.

You can also place a fraud alert on your credit file to prevent fraudsters from opening new accounts or making changes to your existing accounts. You only need to notify one credit bureau—the one you choose will notify the other credit bureaus.