FAQs

The Frequently Asked Questions are just a few of the questions our Customer Service Representatives receive on a regular basis. If your question is not listed below, you are welcome to call and ask us personally at 573.642.3322,  573.447.1771 or at 800.446.BANK (2265).

General FAQs

Q: What should I do if I have lost my debit card? A: Come into any bank lobby location as soon as you can so that we can close the lost debit card and print a new one for you.

Q: What should I do if I can’t remember my PIN for my debit card? A: Call 800.446.2265 or stop by any bank lobby location. We’ll issue you a temporary PIN.  Then go to any ATM and follow the steps to change the PIN to something you can easily remember.

Q: How do I place a stop on a check or debit payment? A: Call 800.446.2265 or stop by any bank lobby location.

If you need to stop a check payment you will need to know the following information:

  • Amount on the check
  • Date on the check
  • Number of the check
  • Who the check was made out to

If you need to stop an automatic debit payment you will need to know the following information:

  • Amount of the payment
  • Date that the payment comes out
  • Who the automatic debit payment is made to

Q: How do I dispute a charge on my account? A: Come into any bank lobby location and we will walk you through the process of disputing fraudulent activity.

Q: How do I increase the daily spending limit on my debit card? A: Come in to speak to a Personal Banker to increase your daily spending limit.

Q: How do I sign up for Callaway Bank Rewards? A: You are automatically enrolled into the Callaway Bank Rewards program at no cost when you open an Ultimate Checking® account or any business checking account with a check card.

Q: How do I manage my points? A: Reward members will receive an annual print statement with point totals and can redeem for prizes via the customer service center at 573.592.6399, 573.447.5415, or toll free 877.446.7937. You can also manage your rewards account through the website by registering online and receive a monthly eStatement.  To get started you will need to register online at www.callawaybankrewards.com, or call Callaway Bank Rewards service center.

Q: How do I order checks for the first time? A: New customers should stop by any bank lobby location to make their first check order.

Q: How to I re-order checks? A: You can order online at [link site]www.checkreorderexpress.com, call 800.355.8123, or you can drop off your check reorder slip (located on the top of your book of checks) at any bank lobby location.

Q: How do I transfer funds between accounts? A: You can transfer funds through your online banking, call 800.446.2265, or visit any bank location.

Q: How do I purchase a Savings Bond? A:   The Bureau of the Public Debt announced that as of January 1, 2012, paper savings bonds will no longer be sold at financial institutions.  For more information visit www.treasurydirect.gov.

Q:What are the banks hours of operation? A:

BranchHours:
Main Bank- FultonMonday-Friday (8:30am-4:30pm)Saturday (9am-noon)
South Bank - FultonMonday-Friday (8:30am-4:30pm)Saturday (9am-noon)
Downtown Drive-In-FultonMonday-Friday (7am-6pm)Saturday (9am-noon)
North Drive-in - FultonMonday-Friday (7am-6pm)Saturday (9am-noon)
Steedman - MokaneMonday-Friday (9am-4pm)Saturday (9am-noon)
Chapel Hill - ColumbiaMonday-Friday, Drive Up (8am-6pm)Monday-Friday, Lobby (9am-5pm)

Saturday Drive up/Lobby (9am-noon)
West Broadway - ColumbiaMonday-Friday, Drive Up (8am-6pm)Monday-Friday, Lobby (9am-5pm)

Saturday Drive up/Lobby (9am-noon)
Lake of the Woods - ColumbiaMonday-Friday, Drive Up (9am-6pm)Monday-Friday, Lobby (9am-5pm)

Saturday Drive up/Lobby (9am-noon)

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Callaway Bank Rewards FAQs:

Q: What is Callaway Bank Rewards? A: Callaway Bank Rewards is our way of saying “Thank You” for your business. It’s a unique program that rewards you with points for your entire relationship with The Callaway Bank – whether you save or borrow or use your Callaway Bank Visa® Check Card.

Q: How much does it cost to participate? A: There is no fee to enroll in Callaway Bank Rewards; you only need an Ultimate Checking® or business checking account with a Callaway Bank Visa® Check Card.

Q: Do businesses qualify to participate? A: Absolutely! Businesses just need to have a checking account with a Callaway Bank Visa® Business Check Card in order to earn rewards.

Q: What makes Callaway Bank Rewards different from “frequent flier” programs? A: Unlike typical frequent flier or reward programs, your points are good for almost anything. You can book either through your preferred travel agency, direct with travel providers, or on the internet. Any airline… any hotel or resort… any train trip… any cruise line… any rental car… YOU NAME IT!

Q: What if I don’t want to travel? A: You can redeem your points for gifts, gift cards, electronics, music, ringtones, and eBooks via the online catalog or by phone.

Q: Where can I see all of my gift options? A: The program brochure lists a wide variety of gift options from which to choose. However there are too many to keep in print so a better option is to view all of them online.

Q: How do I earn points? A: You earn one point for every four dollars ($4) you spend using your Callaway Bank Visa® Check Card whether you sign for the purchase or use your PIN. You can also earn points for online banking, when you sign for a loan, or refer a new customer! Visit the Earning Points page or speak with a bank representative for a complete list of how you can earn rewards.

Q: How often are my points updated? A: Points are credited to your account at the end of each month, so it may take up to 45 days for points to be applied to your account. You will receive an annual paper statement or you may choose to receive a monthly Callaway Bank Rewards eStatement notification by registering online at www.callawaybankrewards.com.

Q: How can I check my point total? A: Your point summary is available 24 hours a day, 7 days a week. You can check your points on the My Account page or by calling Callaway Bank Rewards Service Center at 573.592.6399, 573.447.5415 or toll free 877.446.RWDS (877.446.7937).

Q: When can I redeem points? A: You can redeem points any time starting with as few as 750 points.

Q: How do I redeem points for travel? A: Redeeming your points for travel is easy. Simply book your travel with your Callaway Bank Visa® Check Card for any airline, hotel, cruise or car rental anywhere or use our airline booking engine. Shop around for the best deal! Then, download a travel certificate online. After you have traveled, attach your travel receipts to the certificate and mail to:

Callaway Bank Rewards Redemption Center PO Box 828 Dover, NH 03820

After the paperwork is processed, you will receive a rebate credit to your account. You can complete the redemption slip on the back of your paper statement, attach your receipts and mail to the above address. Or, call our 24 Hour Callaway Bank Rewards Service Center at 573.592.6399, 573.447.5415 or toll free  877.446.RWDS (877.446.7937) and we will mail you a travel certificate.

Q: What if I already took a trip? Can I still get value from my points? A: Yes, as long as your travel occurred after you enrolled in the program and with your Callaway Bank Visa® Check Card. Just mail us the Rewards Redemption form attached to your quarterly Callaway Bank Rewards statement along with your receipt(s) from travel, and we will redeem your points and issue your credit at the same time! For every 5,000 points you request to redeem for travel, you’ll receive a $50.00 credit to your Callaway Bank Visa® Check Card account. It’s that easy!

Q: How do I redeem points for gifts, gift cards, and downloadable music, ringtones, and books? A: Redeeming your Callaway Bank Rewards points is easy. Simply compare the total points you’ve accumulated with the number needed for the item(s) you want. If you have enough points, go ahead and redeem. If you need assistance, call our Callaway Bank Rewards Service Center toll free at 573.592.6399, 573.447.5415 or toll free 877.446.RWDS (877.446.7937). Our Rewards specialist will take your order and you will receive your item(s) within 2-4 weeks.

Q: Can my Callaway Bank Rewards points be combined with points earned on other programs? A: Points may not be combined with, or transferred to, other reward accounts or programs.

Q: Do Callaway Bank Rewards points expire? A: Points are good for three (3) years from the month they’re earned. So there’s plenty of time (and ways) to use your points.

Q: Are Callaway Bank Rewards points transferable? A: Sorry, but points are not transferable.

Q: Why is there a reduction of points? A: If you returned a purchase with your Visa® Check Card, the points are removed from your account which will result in a reduction of your points. In rare instances, it could actually give you a negative point balance.

Q: Why can’t I access my account online? A: If your rewards account is less than 60 days old, you may have to wait a brief period to get into the system. If your account is more than 60 days old and you are still having difficulty, please call our Callaway Bank Rewards Service Center at 573.592.6399, 573.447.5415 or toll free 877.446.RWDS (877.446.7937).

Q: Who do I call for more information? A: Please call our Callaway Bank Rewards Service Center at 573.592.6399, 573.447.5415 or toll free 877.446.RWDS (877.446.7937) – our representatives are available 24 hours a day – 365 days a year.

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Personal Online Banking FAQs

Q: What do I need to be able to use Callaway Bank OnLine? A: You need an eligible account at The Callaway Bank. This could be a checking, savings, CD, or loan. You need internet access provided by an ISP (Internet Service Provider) from home, school, work, the library, or anywhere else. You will need a secure version of browser software – we recommend Microsoft Internet Explorer 4.0 or higher, or Netscape Navigator 4.0 or higher, with 128-bit encryption enabled. The 128-bit encryption provides added security when conducting financial transactions on the Internet, and we’ve made that our standard. If you aren’t sure you have the right browser software, contact your ISP for help. For the best view, set your screen resolution to 800 x 600 pixels.

Q: How secure is Callaway Bank OnLine? A: Callaway Bank OnLine is very secure. We use the latest industry-approved security technologies to protect your information, including password-controlled system entry, a digital ID for the bank’s server, Secure Sockets Layer (SSL) protocol for data encryption, a firewall to control the traffic coming in and going out of our system, and multifactor authentication. Additional information is available on our web site under “Security Statement”.

Q: How do I sign up for Callaway Bank OnLine? A: If you have an eligible account, click on “Enroll” within the Personal Online Banking area at the top right of the webpage. You will be asked for your Telebanking PIN and your account number to setup an ID and Password.  Read and agree to the license agreement.  As an additional layer of security you will choose a secret image, pass phrase and answer some challenge questions.

Q: What are the fees involved? A: The fees for Callaway Bank OnLine are:

  • Access to account balances, history, transfers FREE!
  • Bill Payment Service — FREE!

Q: What accounts may I access through Callaway Bank OnLine? A: When you enroll, we automatically give you online access to your checking, savings, CD’s, loans, and safe deposit box. You may only access the accounts you own, so it’s important to keep your login information private. If there are other accounts you own that don’t show up on Callaway Bank OnLine, contact us to see if they may be made available to you online. We allow transfers between your own accounts, but reserve the right to limit transfers on some types of accounts.

Q: When may I use Callaway Bank OnLine? A: Anytime you want! 24 hours a day, 7 days a week. There may be infrequent times when CBOL is unavailable due to system upgrades, but we’ll let you know with a notice on our website.

Q: Can I transfer funds from my accounts at The Callaway Bank to another financial institution? A: No.

Q: What is bill payment, and how do I sign up? A: You can pay your bills via the Internet without writing out checks or going to the post office. We write the checks for you! You can even set up payments to occur in the future or to be made as recurring payments (i.e. every month, every week, or every two weeks). So no more worrying about paying bills while you’re on vacation, or forgetting to mail a payment! You can sign up for bill payment service during the enrollment process by saying YES on the “bill payment flag”. If you would like to add bill payment after you’ve already enrolled, just contact us and we’ll add the service to your account.

Q: Once I set up a bill payment, how can I be sure it has been submitted to the bank for payment? A: You create the vendors you want to pay, and they will show up in your payments list for up to 13 months. When you want to pay a vendor click on the name, then enter the amount, date, and frequency of the payment you wish to make. Click “Update” to save your changes. The next payment date and amount will appear next to the vendor’s name in your list, so you can verify accuracy. Another way to make sure you’ve submitted a payment correctly is to view your account statement after 10:00 pm CST on the payment date, where you’ll see it deducted from your account.

Q: How long does it take before my payee (vendor) receives payment? A: The money for the bill payment will be debited from your account the business day you specify when you create the payment. We ask that you allow 8-10 business days for the payment to arrive, but we cannot guarantee when the payment will arrive. In most cases payment will be made by paper draft and mailed, which involves the postal service and the payee’s processing procedures.

Q: Can I cancel a bill payment? A: Yes, you may cancel a bill payment online up to 6:00 pm CST on the payment date, with no stop payment fee assessed. Click on the vendor, change the amount to zero, change the frequency to “on demand”, and change all three date fields to be blank, then update. The next payment date and amount should show as zero or blank on the vendor list, if so, you know you have successfully cancelled the payment. If you want to cancel a payment after the online cutoff time of 6:00 pm CST, you should contact us as soon as possible. We will determine if the payment can be stopped, and if it can, we’ll ask you to put your request in writing, and we’ll assess a stop payment fee.

Q: I’ve been notified a vendor’s address has changed, can I change it on my vendor list? A: Unfortunately, after you create the vendor you are unable to change information about the vendor. So, if you need to change a vendor’s name or address or your account number with them, you should create a new vendor with the correct information.

Q: Can I export my account information? A: Yes. You can export transaction information in a choice of formats, to be used by such programs as Quicken®, Quickbooks®, Microsoft Money® or into a standard spreadsheet by using .CSV, .QIF, .OFX, .QFX, .IIF, or .QBO file formats.  Check your software’s documentation to determine which format is appropriate.

Q: Can I change my Access ID and Password? A: Yes.  Contact our Customer Care Team for assistance in changing your ID.  You may change your Password at any time by clicking “Change Password” at the top of the screen. You should change your password anytime you believe it has been compromised, and you should always keep it private. You will be required to change your password every six (6) months after your initial log in.

Q: What is PassMark? A: The Callaway Bank is proud to deliver the highest level of security for our OnLine banking customers. We have an additional layer of security to our log in process called PassMark. This helps ensure that your information is secure, protecting you from fraud and identity theft.

Q: How do I enroll for PassMark? A: Customers will automatically be prompted to the enrollment screen when they log in to OnLine banking for the first time.

Q: If someone steals my password, will PassMark prevent them from accessing my account? A: Yes. If an unauthorized person tries to log in to your account from another computer, they will be asked one of your challenge questions. Without this additional personal information they will not be able to log in to your account.

Q: What keeps someone from stealing my private image and pass phrase? A: Your private image and pass phrase automatically appear only if you log in from a computer we already recognize as yours. If you log in from a different computer, we will ask one of your challenge questions before showing the image.

Q: How do I know I’m at the valid Callaway Bank OnLine site? A: Your secret image and text phrase will appear confirming that you’re at The Callaway Bank legitimate website.

Q: Can I access OnLine banking from multiple computers? A: Yes, you can access OnLine banking from any number of computers. If you log in from a computer that you haven’t used for OnLine banking before, you just need to answer one of your challenge questions to verify that it’s you. You can register as many PCs as you like, but we encourage you to register only the PCs you routinely use, and not register public PCs.

Q: Can I change my PassMark image, pass phrase, and challenge questions? A: Yes, after logging in, select OPTIONS, then CHANGE CHALLENGE INFORMATION. SAFETY TIP: The Callaway Bank will never ask you to divulge or change your private information, and we will never change it for you.

Q: What happens if I forget my password or get locked out of the system? A: We employ the “three strikes and you’re out” method so if you type your password incorrectly three times you will become locked out. Contact our Customer Care Team at 573.642.3322, 573.447.1771 or 800.446.BANK (2265) during regular business hours Monday-Friday, or e-mail us at [email protected].   After properly identifying you we’ll reset your access.

Q: If I have additional questions, whom do I contact? A: Customer Care Team at 573.642.3322, 573.447 1771 or 800.446.BANK (2265) or e-mail us at [email protected].

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Mobile Banking FAQs

Q: What is Mobile Banking?
A:
Mobile Banking enables you to connect to your eligible Callaway Bank accounts via the internet from your mobile device.  You can check account balances, review your recent account activity, transfer funds, and find a Callaway Bank branch or ATM.

Q: Will I be charged a fee for Callaway Bank Mobile Banking?
A:
The Callaway Bank does not charge a fee to access Mobile Banking.  Check with your wireless provider for information about fees associated with accessing the internet and receiving text messages through your mobile device.

Q: What accounts can I access with the Callaway Bank Mobile Banking?
A:
Mobile Banking provides access to most of the accounts you can access now on Callaway Bank Online Banking, including personal and small business checking, savings, loan and line of credit accounts.

Q: Where is this service available?
A:
The Callaway Bank Mobile Banking is available wherever your mobile carrier allows service.

Q: How Secure is Mobile Banking?
A:
Callaway Bank Mobile Banking is very secure. We use the same security for Callaway Bank Mobile Banking as with Callaway Bank OnLine with an additional One Time Password and PIN security layer for mobile banking. The One Time Password is sent to your designated mobile device upon enrollment and each time you log in. You can read our entire Security Statement online.

 

Q: What do I need to get started?
A:

Q. How do I request a One Time Password if I deleted my text message or got a new phone?
A.
Go to the Mobile Banking log in page, https://www.callawaybankonline.com/mbl.asp, select “Cancel,” then select “One Time Password.” Enter your “Access ID” code and select “Submit.” A text message including your One Time Password and the date and time of the request will be sent to your designated mobile device within seconds.

Q: Who should I notify if I lose my mobile device?
A:
If your device is lost or stolen, please immediately contact your mobile device carrier. If you replace your mobile device and keep the same cell phone number, you can request a new One Time Password.  By requesting a new One Time Password to your new phone, you will make the previously texted One Time Password to your old phone invalid.  You will want to monitor your accounts via Online Banking if you suspect fraud may occur.  If fraud does occur, immediately contact us.

Q: What should I do if I change my cell phone number or carrier?
A:
If you change your cell phone number or change carriers, please edit your mobile banking information through Callaway Bank OnLine or contact the Customer Care Team at (573) 642 3322, (573) 447 1771 or 1800 446 BANK (2265) or e-mail us at [email protected].

Q: Will my phone work with The Callaway Bank Mobile Banking?
A:
Mobile Banking is specifically designed to be compatible with any Web-enabled mobile device – however, accessing Mobile Banking may be challenging on less advanced or older phones.  Your mobile device must meet the standard requirements listed below.

Q: Standard phone requirements for Mobile Banking:
A:
Mobile Banking uses a browser based technology (WAP 2.0)

  • The browser loaded on the mobile device must support .xhtml language
  • The browser must be set to allow per-session cookies
  • The carrier must offer a true version of mobile web access.   Downloadable applications required to run carrier browser access will not work.

Note:  each carrier determines the features that may or may not be changed on the phone or browser.  It is best to contact the carrier and request a list of phones that support the minimum browser requirements.   US Cellular only allows web access on smart phones.

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Business Online Banking FAQs

Q: What do I need to be able to use Business Banking OnLine? A: You need an eligible account at The Callaway Bank. This could be a checking, savings, CD, or loan. You need internet access provided by an ISP (Internet Service Provider). You will also need Internet Explorer 5.5 (or greater) with Service Pack 2 from Microsoft Corporation, with 128-bit encryption enabled. The 128-bit encryption provides added security when conducting financial transactions on the Internet, and we’ve made that our standard. If you aren’t sure you have the right browser software, contact your ISP for help. For the best view, set your screen resolution to 800 x 600 pixels.

Q: How secure is Business Banking OnLine? A: Business Banking OnLine is very secure. We use the latest industry-approved security technologies to protect your information, including password-controlled system entry, a digital ID for the bank’s server, Secure Sockets Layer (SSL) protocol for data encryption, multifactor authentication, and a firewall to control the traffic coming in and going out of our system. Additional information is available on our web site under “Security Statement”.

Q: How do I sign up for Business Banking OnLine? A: A contract can be obtained from a customer service representative or personal banker at any of our branches. You can also contact one of our Customer Care Team by emailing us at [email protected] or by calling us (573) 642 3322, (573) 447 1771 or 1800 446 BANK (2265).   We will customize your Business Banking OnLine account to your specific business needs.

Q: What are the fees involved? A: The fees for Business Banking OnLine are:

Access to account balances, history, transfers FREE!

  • Transfer between accounts – FREE!
  • ACH – $5.00 per file $.06 per item
  • Wires – Outgoing Domestic – $20.00
  • Stop Pay per item – $30.00

Q: What accounts may I access through Business Banking OnLine? A: You will be able to access Business checking, savings, CD’s, loans, and safe deposit boxes you are authorized to use on behalf of the Business. It’s important to keep your login information private.

Q: When may I use Business Banking OnLine? A: Anytime you want! 24 hours a day, 7 days a week. This can also be customized to your Business needs. There may be infrequent times when BBOL is unavailable due to system upgrades, but we’ll let you know with a notice on our website.

Q: Can I transfer funds from Business accounts at The Callaway Bank to another financial institution? A: Yes, with bank approval, this can be done by ACH.

Q: What is bill payment, and how do I sign up? A: You can pay your bills via the Internet without writing out checks or going to the post office. We write the checks for you! You can even set up payments to occur in the future or to be made as recurring payments (i.e. every month, every week, or every two weeks). So no more worrying about paying bills while you’re on vacation, or forgetting to mail a payment!

Q: Once I set up a bill payment, how can I be sure it has been submitted to the bank for payment? A: Once you submit a bill for payment, you will receive a confirmation number. You will find this bill payment in your Current Business Days transactions and it will also be reflected in our Bill Payments issued list. Another way to make sure you’ve submitted a payment correctly is to view the account statement after 10:00 pm CST on the payment date, where you’ll see it deducted from the account.

Q: How long does it take before my payee (vendor) receives payment? A: The money for the bill payment will be debited from the account the business day you specify when you create the payment. We ask that you allow 8-10 business days for the payment to arrive, but we cannot guarantee when the payment will arrive. In most cases payment will be made by paper draft and mailed, which involves the postal service and the payee’s processing procedures.

Q: Can I cancel a bill payment? A: Yes, you will need to telephone the Customer Care Team at (573) 642 3322, (573) 447 1771 or 800 446 BANK (2265) or e-mail us at [email protected]. before 5:00 pm CST on the day you issued the payment. One of our specialists will assist you in disapproving the payment.  If you scheduled the bill payment for a future date,, you can delete that payment online before the day it is scheduled to pay.  If you want to cancel a payment after the online cutoff time of 5:00 pm CST you should contact us as soon as possible. We will determine if the payment can be stopped, and if it can, we’ll ask you to put your request in writing, and we’ll assess a stop payment fee.

Q: I’ve been notified a vendor’s address has changed; can I change it on my vendor list? A: Yes, you may change your template at any time.

Q: Can I export my account information to Quicken® or Quickbooks® or other software? A: Yes. You can export transaction information by using .CSV, .QIF, .OFX, .QFX, .IIF, or .QBO file formats. Check your software’s documentation to determine which format is appropriate.

Q: Can I change my Access ID and Password? A: Yes. The first time you Log In you are asked to change Password to one of your own choosing. The Password must be between 8 and 12 characters, and must contain at least four numbers. Both are case sensitive. If you wish to change your Access ID subsequently, you may contact your Business’ security administrator. You may change your Password at any time by clicking “Options” at the top of the BBOL screen. You should change your password anytime you believe it has been compromised, and you should always keep it private.

Q: What happens if I forget my password or get locked out of the system? A: We employ the “three strikes and you’re out” method, so if you type your password incorrectly you may become locked out. Contact your Business’ security administrator for assistance. If your Business administrator is unavailable, you may contact our Internet Banking Department at (573) 592-6352 during regular business hours Monday-Friday, and after proper identification we’ll reset your access.

Q: What is Multifactor Authentication? A: Multifactor Authentication is an additional layer of security, and can be delivered through various methods. At The Callaway Bank, we have chosen Passmark or VASCO tokens for our business clients. The needs of your business and the services you use through Business Banking OnLine will determine which method you will use.

Q: What is PassMark? A: The Callaway Bank is proud to deliver the highest level of security for our Business OnLine Banking customers. We have an additional layer of security to our log in process called PassMark. This helps ensure that your information is secure, protecting you from fraud and identity theft.

Q: If someone steals my password, will PassMark prevent them from accessing my account? A: Yes. If an unauthorized person tries to log in to your account from another computer, they will be asked one of your challenge questions. Without this additional personal information they will not be able to log in to your account.

Q: What keeps someone from stealing my private image and pass phrase? A: Your private image and pass phrase automatically appear only if you log in from a computer we already recognize as yours. If you log in from a different computer, we will ask one of your challenge questions before showing the image.

Q: How do I know I’m at the valid Callaway Bank Business Banking OnLine site? A: Your secret image and text phrase will appear confirming that you’re at The Callaway Bank legitimate website.

Q: If I use Passmark for multifactor authentication, can I access Business Banking OnLine from multiple computers? A: Yes, you can access Business Banking OnLine from any number of computers. If you log in from a computer that you haven’t used for Business Banking OnLine before and you are enrolled in PassMark, you will just need to answer one of your challenge questions to verify that it’s you. You can register as many PCs as you like, but we encourage you to register only the PCs you routinely use, and not register public PCs.

Q: Can I change my PassMark image, pass phrase, and challenge questions? A: Yes, after logging in, select OPTIONS, then CHANGE CHALLENGE INFORMATION. SAFETY TIP: The Callaway Bank will never ask you to divulge or change your private information, and we will never change it for you.

Q: What is a VASCO Token? A: A VASCO Token is a small, connectionless device that generates a One Time Password to use each time you log in to Business Banking OnLine. This password changes every 32 seconds for your protection. This helps ensure that your information is secure, protecting you from fraud and identity theft.

Q: How does a token work? A: Each time you log in to Business Banking OnLine you will use your token, along with a private PIN number that you choose, to complete your password. The first 8-digits of your password will be generated by your token, and will be different every time you log in. This makes stealing your password almost impossible. Adding your personal PIN number after the token’s 8-digit number, ensures that access to your online accounts is denied even if someone steals your token.

Q: How does my token verify I’m at the valid Business Banking OnLine Site? A: When you use your token to log in to Business Banking OnLine, a 4-digit Response Code is displayed on our Log In page. If this number matches the number on your token, it confirms that you’re at The Callaway Bank’s legitimate Business Banking OnLine site.

Q: Do I need to activate my token? A: Yes. All customers identified as token users must activate and use their token to log in to Business Banking OnLine. Tokens must be activated within 30 days of receiving them to avoid being locked out. If not activated during that period, you’ll need to contact The Callaway Bank for instructions.

Q: Do I need to install any software to use my token? A: No. The token is pre-programmed. Once activated it is immediately ready for use. No additional software is required.

Q: What happens if my token becomes lost or damaged? A: In the event your token(s) become lost or damaged, replacement tokens can be ordered from the Log In page. To request tokens, select the LOST/DAMAGED TOKEN link. Once a new token is requested, the previous token(s) will automatically be deactivated. Fees may apply.

Q: Will my Business Banking OnLine access be secured by PassMark or by a Vasco Token? A: This will be determined by the functionality you choose for your Business OnLine Banking access. The Electronic Banking Specialist performing the set-up of your online banking will further discuss with you your options based on bank standards.

Q: If I have additional questions, whom do I contact? A: Customer Care Team at (573) 642 3322, (573) 447 1771 or 1800 446 BANK (2265) or e-mail us at [email protected].

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eStatement FAQs

 

Q:  Who has access to my eStatements?
A:  Only the owners and signers on your account who are enrolled in online banking.

Q:  If my spouse enrolls our account in eStatements, how do I access my statement?
A:  Enroll in eStatements in online banking and you’ll have access too.

Q:  Do all of my accounts have to be enrolled in eStatements?
A:  No, you may choose to only enroll only those you wish.

Q:  If my account receives duplicate statements and I sign up for eStatements, can the duplicate paper statement still be mailed?
A:  Yes the existing monthly fee for a duplicate statement of $3.95 covers the production and mailing of the duplicate statement.

Q:  Who receives the email notification that an eStatement is ready?
A:  Consumer accounts: Anyone with access to the account who has enrolled in online banking, and who has provided a valid email address.

Business accounts:  Only the designated owner’s email.

Q:  What types of accounts are available in eStatement form?
A:  Checking, Savings, and Money Markets are all available in an eStatement.  CDs and Loans are only available if they are on combined statement with a Checking, Savings, or Money Market.

 

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