Frequently Asked Questions

External Transfers

• What are External Transfers?

  Within online and mobile banking, you can transfer money between your First National Bank account and accounts you own at other financial institutions. Click the Transfer tab and then Launch External Transfers to set up one-time or recurring external transfers.

• Which accounts are eligible to send and receive external transfers?

  Your First National Bank of River Falls checking, savings and money market accounts are eligible.
  
  Most external checking, savings and money market accounts are eligible, along with some brokerage accounts at select institutions. For non-First National Bank of River Falls accounts, you will need to complete a simple account ownership verification process.
  
  

• Can I make an external transfer from my mobile device?

  Yes, simply sign into your FNBRF mobile app and click the Transfer & Pay tab. From there, select Make an external transfer.

• Can I use External Transfers to move money to a First National Bank account owned by another person?

  No. External Transfers allows you to transfer money to and from accounts that you own. 
  If you would like to transfer money to another person, we encourage you to use Zelle®.

• How do I start using External Transfers?

  To get started, select the Transfer tab in online banking. If your account is eligible, you will see a Launch External Transfers button.
  
  We will also need to verify any non-First National Bank of River Falls accounts before you can use them for external transfers.

  • For most of the major banks, credit unions and brokerages, we can complete online confirmation in less than a minute (on individual accounts for which you have internet access).
  • For other accounts, we will ask you to complete a trial deposit verfication procedure, which typically takes two or three business days.

• Can I make external transfers to and from my First National Bank of River Falls loan accounts?

  No. At this time, external transfers to and from loan accounts are not available.

• Can I schedule external transfers for future dates?

  Yes, You can schedule external transfers up to a year in advance. You can also schedule automatic recurring transfers.

• How do I add accounts to my external transfer account list?

  To get started, select Add a new account from the External account transfer tab. You will be asked to enter the account type, routing number and account number.

• How do I make one-time external transfers between accounts?

  1. From the Transfer page, select the Launch external transfer button.
     
     
  2. Enter the amount you want to transfer, the accounts you want to transfer from and to and the transfer date.
  3. Select Continue.

• How do I set up recurring external transfers?

  1. From the Transfer page, select Launch external transfers button.
     
     
  2. Enter the amount you want to transfer, the accounts you want to transfer from and to, and select the Make recurring link.
     
     
  3. In the Make recurring section, enter the start date, frequency and duration of the recurring transfer plan.
     
     
  4. Select Continue.

  You will be prompted to review the details of your recurring external transfer. It will allow you to edit, if necessary, before confirming the transfer. After you submit your transfer request, you will get confirmation with a reference number and the details of your transfer.
  
  You can view and modify the details of each recurring transfer by selecting Edit next to the recurring transfer on the External transfer activity page. Then select Edit all remaining transfers.

• When do you execute my standard delivery external transfer request?

  If you submit your transfer request before the daily cutoff time, it will be processed electronically on the next business day following receipt of your request.

  If you submit a transfer request after the daily cutoff time, it will be debited from the source account on the second business day following the request date. Please note that all external transfers requested during the weekend, up until the Sunday cutoff time, will be debited from the source account on Monday.

  Future-dated and recurring transfers are processed on their send date. Depending on the financial institution, it may take an additional business day for the transfer to be reflected in the account balance of the destination account.

• How will I know when an external transfer is complete?

  You can get an up-to-date report on your external transfer requests over the past 180 days on the External transfer activity page. Each transfer request is displayed along with the date and status of the transfer. You can also confirm the completion of the transfer by viewing your account activity with your external financial institution after scheduled completion of your request.

• Are External Transfers secure?

  Yes. First National Bank of River Falls processes electronic transfer funds via the Automated Clearing House (ACH) secure network. This is the same network used by the Federal Reserve.
  First National Bank submits a request to the ACH network to transfer funds between the accounts you have specified. ACH then uses its secure channels to complete the transaction.

Zelle

• What is Zelle?

  Zelle is a fast, safe and easy way to send money directly between almost any bank accounts in the U.S., typically within minutes¹. With just an email address or U.S. mobile phone number, you can send money to people you trust, regardless of where they bank².

  ² Must have a bank account in the U.S. to use Zelle.

• Who can I send money to with Zelle?

  You can send money to friends, family and others you trust².

  Since money is sent directly from your bank account to another person's bank account within minutes¹, it's important to only send money to people you trust, and always ensure you've used the correct email address or U.S. mobile number.
  
  

  ¹ Transactions typically occur in minutes when the recipient's email address or U.S. mobile number is already enrolled with Zelle.

  ² Must have a bank account in the U.S. to use Zelle.

• How do I use Zelle?

  You can send, request, or receive money with Zelle.

  1. To get started, log into First National Bank of River Falls's online banking or mobile app, navigate to Bill Pay and select "Send Money with Zelle^®". Accept terms and conditions, enter your email address or U.S. mobile phone number, receive a one-time verification code, enter it, and you're ready to start sending and receiving with Zelle.
  2. To send money using Zelle, simply add a trusted recipient's email address or U.S. mobile phone number, enter the amount you'd like to send and an optional note, review, then hit "Send." In most cases, the money is available to your recipient in minutes¹.
  3. To request money using Zelle, choose "Request," select the individual(s) from whom you'd like to request money, enter the amount you'd like to request, include an optional note, review and hit "Request"³.
  4. To receive money, just share your enrolled email address or U.S. mobile phone number with a friend and ask them to send you money with Zelle.

  ³ In order to send payment requests or split payment requests to a U.S. mobile number, the mobile number must already be enrolled with Zelle.

• What types of payments can I make with Zelle?

  Zelle is a great way to send money to family, friends, and people you are familiar with such as your personal trainer, babysitter or neighbor².

  Since money is sent directly from your bank account to another person's bank account within minutes¹, Zelle should only be used to send money to friends, family and others you trust.

  Neither First National Bank of River Falls nor Zelle offers a protection program for any authorized payments made with Zelle – for example, if you do not receive the item you paid for or the item is not as described or as you expected.
  
  

  ¹ Transactions typically occur in minutes when the recipient's email address or U.S. mobile number is already enrolled with Zelle.

  ² Must have a bank account in the U.S. to use Zelle.
  
  

• Someone sent me money with Zelle, how do I receive it?

  If you have already enrolled with Zelle, you do not need to take any further action. The money will be sent directly into your bank account, and will be available typically within minutes¹.

  If you have not yet enrolled with Zelle, follow these steps:

  1. Click on the link provided in the payment notification you received via email or text message.
  2. Select First National Bank of River Falls.
  3. Follow the instructions provided on the page to enroll and receive your payment. Pay attention to the email address or U.S. mobile number where you received the payment notification - you should enroll with Zelle using that email address or U.S. mobile number where you received the notification to ensure you receive your money.

  ¹ Transactions typically occur in minutes when the recipient's email address or U.S. mobile number is already enrolled with Zelle.

• How do I get started?

  It's easy — Zelle is already available within First National Bank of River Falls's mobile banking app and online banking within Bill Pay! Check our app or sign-in online and follow a few simple steps to enroll with Zelle today.

• What if I want to send money to someone whose financial institution doesn't offer Zelle?

  You can find a full list of participating banks and credit unions live with Zelle here.

  If your recipient's financial institution isn't on the list, don't worry! The list of participating financial institutions is always growing, and your recipient can still use Zelle by downloading the Zelle app for Android and iOS.

  To enroll with the Zelle app, your recipient will enter their basic contact information, an email address and U.S. mobile number, and a Visa^® or Mastercard^® debit card with a U.S. based account (does not include U.S. territories). Zelle does not accept debit cards associated with international deposit accounts or any credit cards.

• How does Zelle work?

  When you enroll with Zelle through your online banking Bill Pay account, or mobile banking app, your name, the name of your bank, and the email address or U.S. mobile number you enrolled is shared with Zelle (no sensitive account details are shared – those stay with First National Bank of River Falls).

  When someone sends money to your enrolled email address or U.S. mobile number, Zelle looks up the email address or mobile number in its "directory" and notifies First National Bank of River Falls of the incoming payment. First National Bank of River Falls then directs the payment into your bank account, all while keeping your sensitive account details private.

• Can I use Zelle internationally?

  In order to use Zelle, the sender and recipient's bank accounts must be based in the U.S.

• Can I cancel a payment?

  You can only cancel a payment if the person you sent money to hasn't yet enrolled with Zelle. To check whether the payment is still pending because the recipient hasn't yet enrolled, you can go to your activity page, choose the payment you want to cancel, and then select "Cancel This Payment."

  If the person you sent money to has already enrolled with Zelle, the money is sent directly to their bank account and cannot be canceled. This is why it's important to only send money to people you trust, and always ensure you've used the correct email address or U.S. mobile number when sending money.

  If you sent money to the wrong person, we recommend contacting the recipient and requesting the money back. If you aren't able to get your money back, please call customer services at 715-425-2401 so we can help you.

  Scheduled or recurring payments sent directly to your recipient’s account number (instead of an email address or mobile number) are made available by First National Bank of River Falls but are a separate service from Zelle and can take 1 – 3 business days to process.

  You can cancel a payment that is scheduled in advance if the money has not already been deducted from your account.

• How long does it take to receive money with Zelle?

  Money sent with Zelle is typically available to an enrolled recipient within minutes¹.

  If you send money to someone who isn't enrolled with Zelle, they will receive a notification prompting them to enroll. After enrollment, the money will be available in your recipient's account, typically within minutes¹.

  If your payment is pending, we recommend confirming that the person you sent money to has enrolled with Zelle and that you entered the correct email address or U.S. mobile phone number.

  If you're waiting to receive money, you should check to see if you've received a payment notification via email or text message. If you haven't received a payment notification, we recommend following up with the sender to confirm they entered the correct email address or U.S. mobile phone number.

  Still having trouble? Please contact customer services at 715-425-2401.
  
  

  ¹ Transactions typically occur in minutes when the recipient's email address or U.S. mobile number is already enrolled with Zelle.

• Will the person I send money to be notified?

  Yes! They will receive a notification via email or text message.

• Is my information secure?

  Keeping your money and information safe is a top priority for First National Bank of River Falls. When you use Zelle within our mobile app or online banking, your information is protected with the same technology we use to keep your bank account safe.

• I'm unsure about using Zelle to pay someone I don't know. What should I do?

  If you don't know the person, or aren't sure you will get what you paid for (for example, items bought from an online bidding or sales site), you should not use Zelle for these types of transactions.

  These transactions are potentially high risk (just like sending cash to a person you don't know is high risk). Neither First National Bank of River Falls nor Zelle offers a protection program for any authorized payments made with Zelle – for example, if you do not receive the item you paid for or the item is not as described or as you expected.

• What if i get an error message when I try to enroll an email address or U.S. mobile number?

  Your email address or U.S. mobile phone number may already be enrolled with Zelle at another bank or credit union. Call our customer support team at 715-425-2401 and ask them to move your email address or U.S. mobile phone number to First National Bank of River Falls so you can use it for Zelle.

  Once customer support moves your email address or U.S. mobile phone number, it will be connected to your First National Bank of River Falls account so you can start sending and receiving money with Zelle through the First National Bank of River Falls mobile banking app and online banking. Please call First National Bank of River Falls's customer support toll-free at 715-425-2401 for help.

Mobile Deposit

• What are some tips for making a mobile deposit?

  Ensure that the surface contrasts with the color of the check. A solid dark background against a white/light colored check works best.
  Make sure that you have ample lighting to avoid using the flash on your camera.

• How long should I hold onto my check after making a Mobile Deposit?

  You should keep your check, in a secure area, for two weeks to ensure that your deposit has been credited to your account. Once you can confirm the deposit, you can destroy the check.

• What do I do if my mobile deposit didn't go through?

  If your check didn't go through, or you are unable to deposit it through the app, you will need to deposit the check at your nearest First National Bank office.

• How do I properly endorse a check for Mobile Deposit?

  To properly endorse a check for Mobile Deposit simply sign your name and put "for FNBRF Mobile Deposit Only" below your signature on the back of the check. 

• Are there transaction and monthly limits for Mobile Deposit?

  The only limit on Mobile Deposits is the $2,500 daily limit.

eStatements

• Can joint account owners view online documents and eStatements?

  Yes. You can see any account you are a joint owner on.

• Which accounts are eligible to receive eStatements?

  All accounts are eligible to receive eStatements. 

• How will I know when my eStatement is available?

  You will receive an email at the address you have on file. If you have SecureAlerts set up, for eStatements, it will send you a notification on the device or email you have chosen.

• Is there a cost for eStatements?

  No. eStatements are delivered at no charge.

• Do eStatements include the same account information as paper statements?

  Yes. eStatements are an electronic copy of a paper statement.

• If I receive eStatements, will I receive a paper statement?

  No. If you have enrolled in eStatements, you will not receive a paper statement. You may print out any statement from the last 12 months in your online banking.

• How do I find my eStatement?

  Online Banking: Documents Tab > Leave the date ranges, select either statement with or without images > click submit > click the link for the statement you are looking for.
  FNBRF Mobile Banking: 

• After I have gone paperless, how do I receive paper statements again?

  If you decide not to continue with eStatements, contact a banker and they can assist you in receiving paper statements.

• Can I access 1099s and other electronic account documents on Mobile Banking?

  No. If you are looking for any documents, other than statements, please contact a banker to assist you. 

Lost/Stolen Cards, Security & Fraud Protection

• I lost my ATM and/or debit card. What should I do?

  For lost or stolen cards, call 715.425.2401 during business hours or 1.800.472.3272 after hours.

• I suspect fraudulent charges on my ATM and/or Debit Card. What Should I do?

  If you suspect fraudulent charges on your card, call 715.425.2401 during business hours or 1.800.262.2024 after hours.

• Will I be notified if there is any suspicious activity with my account?

  Yes. If there is a debit card transaction flagged as potentially fraudulent, you will receive a call from our fraud department.
  If you are enrolled in online banking, you can choose to receive SecureAlerts. Learn more about SecureAlerts here.
  
  

• I plan on traveling, do I need to notify FNBRF and when should I do so?

  You can manage and set your travel plans within your mobile app, under the tab Cards.  You can set your travel dates, destinations and alerts.

Online Banking

• What online banking options does FNBRF offer?

  FNBRF offers comprehensive online banking services for both personal and business banking, including 24/7 account access for you to check your balance, transfer funds, view transactions and online bill pay. Learn more by visiting our personal and/or business online banking pages.

• How do I enroll in online banking with FNBRF?

  To enroll in online banking, for personal accounts, fill out our enrollment form.
  To enroll in online banking, for business accounts, contact a banker, by calling 715.425.2401, to initiate enrollment 

• How do I enroll in mobile banking with FNBRF?

  Download the “FNBRF” app from your App store and log into your secure account using your mobile banking credentials. Not signed up for online banking yet? Enroll Now.

• Does FNBRF offer mobile deposit of checks?

  Yes! You may deposit checks anytime and anywhere with the FNBRF Mobile app. For step-by-step instructions, visit the FNBRF mobile banking page of our website.

Loans

• How do I apply for a home mortgage loan, refinancing or a home remodel with FNBRF?

  You can apply for a new home purchase loan, home refinancing loan or home remodeling loan with FNBRF by completing this form.

• I’m starting or expanding my business. What financial options does FNBRF have available?

  Visit our Business Loans page and learn more about our services and our commercial lenders.

ATM Locations, Debit Cards & Checks

• How long will it take to get my ATM, debit card and/or checks once they’re ordered?

  ATM, debit cards and or checks usually arrive within 7-10 business days once they’re ordered.

Donation & Sponsorship Requests

• How do I request a donation from FNBRF for my community organization or event?

  FNBRF is proud to support several organizations and events throughout the St. Croix Valley. If you’d like to request a donation or sponsorship from FNBRF, please complete this form.