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Our response to COVID-19, phase two

Welcome to First Citizens

Information for Entegra Bank Customers

If you’re a customer of Entegra Bank, you should have received by mail a packet of information about this transition of your accounts and services to First Citizens Bank. It included:

  • A Cover Letter with a Personalized Account Listing that summarizes your current Entegra Bank account(s) and the First Citizens Bank product(s) they will become.
  • An Account Guide that provides key features of your new accounts along with important transition highlights.
  • An Account Disclosures booklet with account terms and conditions for your records.

What does this transition mean to you?

We’ve started with new accounts that compare favorably to your current ones, some using your combined balances to potentially reduce fees and gain additional benefits. And we’re adding important new ways to help you meet a wider range of needs: mortgage financing, insurance protection, investments, retirement planning and more.

The familiar community bank spirit of Entegra is still here, as is the friendly service you’re accustomed to. We’re a family-controlled bank, and we’re true to the people and the neighborhoods we serve.

We understand that so much depends on what you do with your money, and we appreciate this opportunity to prove that your priorities will always come first.

Overview

On Monday, Aug. 10:

  • Bill Pay will be unavailable starting at 9 a.m. Eastern time.

On Friday, Aug. 14:

  • Start using your new First Citizens debit or ATM card (if you are a cardholder) at 2 p.m. Eastern time. These will be mailed the week of July 27.
  • Beginning Friday, Aug. 14, at 5 p.m., Entegra online banking for personal customers will become read-only. During this time, you’ll be able to view your balances and transactions, but not initiate transactions and transfers. Also at this time, Entegra online banking for business customers will become unavailable.

On Monday, Aug. 17:

  • Your current accounts become comparable First Citizens accounts.
  • As of 7 a.m. Eastern time, Digital Banking* and Business Online Banking (BOB) Advantage® services will be available via firstcitizens.com.

General Information

At the close of business on Friday, Aug. 14, we’re aligning your current deposit and loan accounts with the accounts offered by First Citizens nationwide. Below is some general information about the transition. (For complete details about First Citizens products and services, including important terms and conditions effective Monday, Aug. 17, please refer to the “Account Disclosures” you received in the mail.)

Debit and ATM Cardholders

We’ve sent you a new First Citizens Visa® Debit or ATM card and a new PIN in separate mailings.

  • Start using your new First Citizens card at 2 p.m. Eastern time on Friday, Aug. 14.
  • Please don’t destroy your current card until that time.
  • Be sure to provide your new card number and expiration date to any merchants you’ve authorized to debit your card for payments.

Online Banking

Beginning Friday, Aug. 14, at 5 p.m. Eastern time:

  • Entegra online banking for personal customers will become read-only. After this time, you can view your balances and transactions, but not initiate transactions and transfers.
  • Any one-time and recurring transfers you’ve previously scheduled won’t be transferred to the new system. You’ll need to reschedule any one-time account transfers and reestablish all recurring transfers.
  • Entegra online banking for business customers will become unavailable. After this time, you won’t be able to view your balances and transactions or initiate transactions and transfers.
    • If you’re a business customer, your existing primary user for your business will be converted, but any other existing users for your business will need to be reestablished on the Digital Banking or BOB Advantage platform on or after Monday, Aug. 17.

Beginning Monday, Aug. 17, at 7 a.m. Eastern time:

  • Entegra online banking for personal customers will be unavailable, and you’ll be able to view your converted accounts in First Citizens Digital Banking or BOB Advantage.
  • To download our iPhone®, iPad® or Android™ Digital Banking apps, please visit the App StoreSM or Google Play™.

Bill Pay for Personal and Business Online Banking Customers

  • Entegra online banking Bill Pay will no longer be available beginning Monday, Aug. 10, at 9 a.m.
  • Bill Pay through First Citizens Digital Banking and BOB Advantage will be available starting Monday, Aug. 17, at 7 a.m.
  • Your Bill Pay transaction history and eBills won’t automatically convert to First Citizens Digital Banking or BOB Advantage. We recommend that you record or print out your history and payee account numbers and addresses prior to Monday, Aug. 10, at 9 a.m.
  • If you were enrolled in Entegra online banking prior to June 12:
    • Your Bill Pay payees will convert automatically to First Citizens Digital Banking or BOB Advantage.
    • Any one-time or recurring electronic bill payments you’ve scheduled to pay after Friday, Aug. 14, will be processed.
    • While we make every effort to ensure payee information is converted correctly, we recommend you review payee information including account numbers and addresses
  • For more information about Bill Pay, please visit our Digital Banking Helpful Tips page.

First Citizens Digital Banking Enrollment for Customers Who Enrolled in Entegra Online Banking Before June 12, 2020

Starting Monday, Aug. 17, these customers will have access to First Citizens Digital Banking. Current Entegra online banking users should have received a separate mailing with details and new login information. After 7 a.m. Eastern time, follow these instructions to enroll:

  1. Visit firstcitizens.com or download the First Citizens Mobile Banking app.
  2. Select New User Login from the login box.
  3. Enter your login ID previously provided in the mail and follow the steps to receive your one-time secure access code.
  4. Once you receive and enter your secure access code, you’ll be prompted to create your password. Then click Register Device if you’re logging in from a device you plan to use regularly.

Visit First Citizens Digital Banking to learn about the powerful, comprehensive set of online and mobile banking tools that are available to you.

BOB Advantage Enrollment for Business Customers Who Enrolled in Entegra Online Banking Before June 12, 2020

Starting Monday, Aug. 17, these customers will have access to BOB Advantage. (Access to the Entegra business online banking system will be discontinued on Friday, Aug. 14, 2020, at 5 p.m. Eastern time.) Current Entegra business online banking users should have received a separate mailing with details and new login information. After 7 a.m. Aug. 17, Eastern time, visit firstcitizens.com/boblogin and follow the instructions provided in the mailing to sign on to BOB Advantage for the first time.

  • All pending and recurring business online banking transfers you’ve previously scheduled won’t be transferred to the new system and won’t be paid if they are scheduled to occur after Friday, Aug. 14. You’ll need to reschedule any one-time account transfers occurring after this date and reestablish all recurring transfers.
  • Only the designated company administrator will be converted to the new system and can set up additional users with appropriate levels of access and permissions, if applicable, starting Monday, Aug. 17.
  • Your online banking transaction and statement history won’t be transferred to BOB Advantage.
  • Starting Monday, Aug. 17, your transaction history at First Citizens will begin to be retained and will eventually be viewable on a rolling basis for the prior 13 months.
  • To learn more about BOB Advantage, please visit firstcitizens.com/bob and access our Frequently Asked Questions at firstcitizens.com/entegra_bobfaqs.

First Citizens Digital Banking and BOB Advantage Enrollment for Customers Who Enrolled in Entegra Online Banking On or After June 12, 2020

On Aug. 17 after 7 a.m. Eastern time, follow these instructions to enroll in First Citizens Digital Banking. Clients who were placed on BOB Advantage will receive an email with their credentials or they may contact Business Support at 800.FCB 4BIZ on Monday, August 17th (Business enrollment for Digital Banking for business or BOB Advantage must be completed in the branch).

To enroll in First Citizens Digital Banking:

  1. Go to firstcitizens.com or download the First Citizens Mobile Banking app.
  2. Select Sign Up to enroll in Digital Banking.
  3. Select Individual.
  4. To complete enrollment, you’ll need your social security number and new First Citizens account number.
  5. Follow the steps to receive your one-time secure access code.
  6. Once you receive and enter your secure access code, you’ll be prompted to create your password. Then click Register Device if you’re logging in from a device you plan to use regularly.

Transaction History

Please be sure to download and save your Entegra online transaction history through Aug. 14. Starting Aug. 17, we’ll begin to retain transaction history for your new First Citizens products. History through Aug. 14, 2020, will be available upon written request only. A fee may apply. To request your transaction history, please contact us at the address below:

  • Deposit Accounts: First Citizens Bank, Attn: Research, DAC07, P.O. Box 27131, Raleigh, NC 27611
  • Loans: First Citizens Bank, Attn: Loan Servicing Department, DAC20, P.O. Box 26592, Raleigh, NC 27611

Telephone Banking

Starting Aug. 17, you can obtain information about your First Citizens accounts through our automated service 24/7.

  • For personal customers: Call 1.888.FC DIRECT (1.888.323.4732). Customer service representatives are available to assist you daily from 7 a.m. until 11 p.m. Eastern time.
  • For business customers: Call 1.866.FCB.4BIZ (1.866.322.4249). Customer service representatives are available Monday through Saturday from 7 a.m. until 11 p.m. Eastern time.

Other Useful Information

Account Numbers

Deposit and loan account numbers will be changing and provided on your first new statement after Aug. 17. Mortgage account numbers won’t change (unless otherwise notified).

Automatic Payments

If you have payments automatically deducted from your account, be sure to provide your new account number(s) and routing number to the recipients of your automatic payments as soon as possible after Aug. 17 (but not before) to prevent any interruption.

You can continue using your current checks; any outstanding checks with your Entegra account number will continue to be honored for 180 days from Aug. 17.

Branch Availability

All Entegra Bank branches will close at 2 p.m. Eastern time on Friday, Aug. 14, and will remain closed throughout the weekend. Branches will reopen as First Citizens branches on Monday, Aug. 17, at their usual time (unless otherwise notified).

Direct Deposits and Automated Transfers

In most cases, direct deposits and automated transfers will continue without interruption. However, there are government agencies (Social Security Administration, V.A., etc.) and certain companies that won't automatically make those changes without obtaining customer authorization. You may need to provide your new account information, including your new routing number, after Aug. 17. Do not update direct deposits or automated transfers before Aug. 17.

Overdraft Protection

First Citizens offers a Basic Overdraft Service for personal checking accounts and automatic transfers from a linked savings account. On or after Aug. 17, you can also have ATM withdrawals and one-time debit card purchases covered by enrolling through First Citizens Digital Banking*, visiting a First Citizens branch, or calling 1.888.FC DIRECT (1.888.323.4732) between 7 a.m. and 11 p.m. Eastern time, daily. Please see the “Account Disclosures” booklet for additional information on overdraft protection.

Statements

Deposit accounts: You’ll receive a final statement for your checking, savings or money market accounts as of Aug. 14. Monthly fees, if any, won’t be charged on partial statements and monthly maintenance and transaction fees will be waived through Dec. 31, 2020. Your new statement will be issued as close to your current statement date as possible. Stand-alone savings account statements will be issued quarterly and IRA statements will be provided semi-annually. You can select e.statements in First Citizens Digital Banking* starting Aug. 17.

Loans and lines of credit: Statements will be issued for all loans and lines of credit. Your account number will be listed on the statement and will be different than your current account number.

Questions?

Through Aug. 14: Call 1.800.438.2265 from 7:30 a.m. to 5:30 p.m. Eastern time, Monday through Friday.

Starting Aug. 17: Call 1.888.FC DIRECT, 7 a.m. to 11 p.m., Eastern time, daily.

Business customers: Starting Aug. 17, you can obtain information about your First Citizens accounts through our automated service 24/7. Call 1.866.FCB.4BIZ (1.866.322.4249). Customer service representatives are available Monday through Saturday from 7 a.m. until 11 p.m. Eastern time.


*First Citizens does not charge fees to download or access First Citizens Digital Banking, including the First Citizens Mobile Banking app. Mobile carriers fees may apply for data and text message usage. Check with your carrier for more information. Fees may apply for use of certain services in First Citizens Digital Banking.