FAQ’s

Debit Card

Q: Are there daily monetary limits my debit card?

A: Yes, the standard daily limits for debit cards are $300.00 ATM Cash Withdrawal and $1000.00 Point of Sale

Q: Why would my debit card be declined at a merchant?

A: You can be declined for multiple reasons. If you exceed your daily limit or you do not use the address and zip code associated with the account. You are attempting to make a purchase in a foreign country via Internet or Phone. You have not responded to a Falcon Fraud Watch call.

Q: What is Falcon Fraud Watch?

A: Cross Keys Bank utilizes a fraud detection system called Falcon Fraud Watch. You may receive a phone call from a toll free number. Falcon Fraud watch will identify themselves as Cross Keys Bank and ask you to verify transactions made on your Cross Keys Bank Debit Card. You may receive a voicemail and a letter in the mail. If you do not answer calls from Falcon Fraud Watch your debit card may be temporarily blocked until the transactions can be verified.

Q: Why can't I log in?

A: Cross Keys Bank utilizes a fraud detection system called Falcon Fraud Watch. You may receive a phone call from a toll free number.

Mobile Banking

Q: I downloaded the Cross Keys Bank App but now it is asking me for an activation code?

A: Before you can use mobile banking you must first "enroll" your device on your Online Banking to receive your activation code. Click here to view instructions. To view a detailed video click here.

Q: How do I install the Cross Keys Bank iPad App?

A: Click here to view the instructions

Q: Can I pay bills with Mobile Banking?

A: If you are setup for CKB BillPay* you can pay any existing Payee from your device. You cannot add new payee via Mobile Banking. NOTE Payment processing time for mobile banking is longer than for Online Banking. Payments require FIVE(5) BUSINESS DAYS.

Q: I don't have a smartphone, can I still use Mobile Banking?

A: Yes you can enroll for our Text Banking. Text Banking is supported on all mobile phones with text message (SMS) capabilities. Click here to see instructions.

Q: Can I use both Text Banking and Mobile Banking on my phone?

Yes, you can use both options from the same phone. To do so you will need to activate each option on your phone prior to use.

Q: What are the Text Banking commands?

A:

FUNCTION COMMAND DESCRIPTION

Balance: B Summary of available balances for all accounts

History: H Summary of recent transactions per account

Command C List of available Text Banking commands

Help: HE Help content for Text Banking

Login: L Receive a URL for the Cross Keys Bank Mobile Browser website (user must first activate their mobile web browser)

Recover: R Receive a URL and new activation code for the Cross Keys Bank Mobile Browser website (user must first activate their mobile web browser)

Stop: S De-activate all Cross Keys Bank text services

NOTE: You can check for additional available commands by activating your phone and sending C to 96865. *$5.00 per cycle fee for Online BillPay.

Mobile Remote Deposit

Q: What is Mobile Remote Deposit?

A: Mobile Remote Deposit is a convenient, easy way to deposit checks from your mobile phone into one of your accounts. With the Cross Keys Bank Mobile Banking app on your iPhone® or Android®, you can take a photo of your check, enter the check information and securely submit your deposit for processing.

Q: How do I access Mobile Remote Deposit?

A: You must download the App and enroll your device. Then log in with your Online Banking Credentials.

Q: How should I endorse checks that I submit through Mobile Remote Deposit?

A: Each check MUST be endorsed on the back as follows:

  • The payee's signature
  • last 4 digits of the account number
  • Today's date (mm/dd/yyyy)
  • print "Cross Keys Mobile Deposit Only"

PLEASE NOTE: If the back of the check is not properly endorsed, Cross Keys will reject the check and you will be asked to resubmit the deposit.

Q: When will my deposit be credited to my account?

A:

  • Deposits made before 3PM CST will be available the next business day.
  • Deposits made after 3pm CST will not be available for 2 business days.
  • Items will not be memo posted to your account.

Q: What should I do with the hard copies of my checks?

A: After successfully submitting a deposit with Cross Keys Bank Mobile Check Deposit, it is advisable that you keep all original documents for 10 days then shred the items.

Q: How much is the deposit limit?

A: You cannot deposit a check over $25,000.00.


Escrow

Q: What is an escrow account?

A: An escrow account is a special account that we provide for you to pay your property taxes and/or insurance. In some states it is called an "impound" account. With an escrow account, you pay a portion of your taxes and/or insurance every month instead of once or twice a year. Each month, part of your monthly mortgage payment goes into your escrow account. When your taxes and insurance premiums are due, we pay those bills for you with the money in your escrow account.

Q: What is an escrow analysis?

A: Once a year, we are required by law to review your escrow account. We call that process an escrow analysis and this statement includes the results of our review. It includes a history of the activity on your account this year and the expected activity for next year.

Q: How is the lowest projected balance point determined?

A: You can find this figure on the "Next Year" chart in the Expected escrow account Activity section of your statement. On that chart, we estimate your escrow account balances for the next 12 months, including your new monthly escrow account deposit and anticipated withdrawals. The lowest projected balance point is highlighted on the chart.

Q: What is an acceptable minimum balance?

A: There must be enough money in your escrow account to pay your property taxes and insurance. To do that, the law allows us to require that you keep a minimum balance in the account. For most accounts, the minimum balance equals about two months of escrow payments. Some accounts have a smaller minimum balance. This reserve helps to cover increases in taxes and/or insurance.

Q: Why did my monthly escrow payment amount increase?

A: There must be enough money in your escrow account to pay your property taxes and/or insurance. If there is not enough money in your account, that creates a shortage and we will need to increase your monthly escrow payment amount. Some common reasons for a shortage include: increases in property taxes and/or insurance premiums

  • Tax reassessments
  • Insurance carrier changes
  • Due date changes
  • Fewer escrow deposits than expected

Q: If I want to pay my entire shortage in full, where do I send my payment?

A: Send a check (made payable to Cross Keys Bank) for the full amount of your shortage and the payment coupon at the bottom of the first page of your statement, using the enclosed envelope. Write the loan number on your check. If you do not have the coupon, send your check (with the loan number and "escrow shortage payment" written on it) to:

Cross Keys Bank

Attn: Escrow Department

1401 Hudson Lane

Monroe, LA 71201

Q: Will my escrow payment amount remain the same if I pay my shortage in full?

A: Maybe. If you pay your shortage in full, you will have the smallest possible increase in your monthly mortgage payment. However, your payment amount may still change if your property taxes and/or insurance amounts increased during the past year.

If your total monthly payment is increasing, please read this important information:

Increases in your monthly escrow account payments are usually due to increases in property taxes and/or homeowners' insurance. If you have questions about an increase in your property taxes or homeowners' insurance premiums, please contact your local taxing authority or insurance agent.