Online Banking FAQs

ACCOUNT INFORMATION

1. What types of accounts are included in First Fed Online?

2. Can I have more than one checking account linked to First Fed Online Bill Payment?

3. How do I add an account to First Fed Online after my original enrollment?

4. How do I rename an account?

5. How current is my account information using First Fed Online?

6. Where do I view my available balance on First Fed Online?

7. Why does my ATM balance differ from that of First Fed Online?

8. How do I update my transaction history to account for manual checks, ATM transactions, debit card purchases and bill payments?

9. Can I open a new account online? Can I add owners to an existing account?

10. Should I enroll my small business "d.b.a." account as a Person or a Business?

BANK HOURS & HELPFUL PHONE NUMBERS

11. Who can I call or contact if I have a question that is not addressed in these FAQ's?

12. What are the Bank's holidays?

BILL PAYMENT

13. How much does it cost to use Bill Payment?

14. May I place a stop payment on a Bill Payment?

15. How long does it take for a payment to reach my payee?

16. What if I don't sign up for Bill Payment initially and later decide that I want to sign up?

17. Should the payment date I give be the date the payment is actually due?

18. How soon are the funds actually taken out of my account?

19. When and how are my payments delivered and how can I ensure that my payee receives my payment on the due date?

20. Why does it take a few days to process payments?

21. What should I do if a payee has not posted my payment?

22. How can I prove payments and transfers were made?

23. How will the payments be made?

24. Can I choose the method of payment?

25. What is the cut off time for regular Bill Payments?

26. When do future-dated payments and Bill Payments created on weekends and holidays get deducted from my account and processed?

27. Can I make a Bill Payment from an account other than a checking account (such as a line of credit account)?

28. How do I make a payment as quickly as possible?

29. How do I stop my access to Bill Payment?

30. What if I make an error in a Bill Payment request? How do I change the amount, the payee or cancel the entire transaction?

31. What if First Fed Online goes down? Will my payments be made; will my transfers go through?

eSTATEMENTS

32. How do I sign up for eStatements?

33. Will I still receive a paper statement if I sign up for eStatements?

34. Will I be able to print images of checks?

35. How do I cancel eStatements?

Alerts

36. Are Alerts Real Time?

37. How may I receive Alerts?

GENERAL

38. How much does it cost to use First Fed Online?

39. Can I draw against an approved line of credit that has available funds?

40. Can I make wire transfer requests or initiate ACH transactions?

41. Can I reorder checks online?

42. What is the Bank's ABA/routing transit number?

LOANS

43. Can I see what my next loan payment amount due is?

SECURITY

44. How safe and secure is the Internet for online banking?

45. Can anyone else see my account information? Is it out in the public?

46. Can First Fed Online remember my sign-on ID and password?

SYSTEM FUNCTIONALITY & REQUIREMENTS

47. Exactly what equipment and software do I need to access the First Fed Online product?

48. I have a Mac computer - can I use First Fed Online?

49. What Level of Encryption Protection Does First Fed Online Support?

50. Does First Fed Online work with personal financial software such as Quicken and Money?

51. I can view other areas of First Federal Bank's website, but I can't connect to First Fed Online. What's wrong?

TRANSFERS

52. I have already set up a schedule of transfers or allotments through a banking center. Can I edit or stop these transactions using First Fed Online?

53. What if First Fed Online goes down? Will my payments be made; will my transfers go through?

54. What is the transfer cut-off time?

55. Why can't I transfer funds from my passbook savings account?

56. How many transfers per statement cycle can I make from my statement savings or money market accounts?

57. Can I transfer between personal and business accounts?

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Account Information - Question #1

What types of accounts are included in First Fed Online?

Answer:
You can access the following types of accounts. Note that balances and histories will be available for all of these accounts, but that some accounts will be limited as to what transactions customers are authorized to perform online. Checking - all types and Money Market Savings Savings - statement and passbooks Certificate of Deposits IRAs Loans Back to Top


Account Information - Question #2

Can I have more than one checking account linked to First Fed Online Bill Payment?

Answer:
Yes. All of your checking accounts are linked to First Fed Online Bill Payment. Note that only checking accounts can be linked to the Bill Payment function and used to process payment requests. Also, when you enroll online any account under your social security number will be tied to your sign on id.

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Account Information - Question #3

How do I add an account to First Fed Online after my original enrollment?

Answer:
For Personal Enrollments - Use the Add New Account button. Complete the form and click Continue to submit your request. Once you log out and then log back in you should be able to view the account you added. If not, please contact customer service. For Business Enrollments - Use the Add New Account button. Complete the form and click continue to submit your request. Once the account information is verified we will add the account and it will be viewable when you log in.

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Account Information - Question #4

How do I rename an account?

Answer:
To rename an account that is already linked to First Fed Online, click on the Account Services Tab then the Account Management Tab. Complete the Account Nickname box and click Save. This change will be effective immediately.
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Account Information - Question #5

How current is my account information using First Fed Online?

Answer:
The data shown on First Fed Online is online/real time with what exists in the Bank's main customer database. Transactions, such as one-time transfers between two online accounts that are performed using First Fed Online, update the main database in real time until 7:00 PM on regular business days. Some transactions, such as ATM and debit card transactions are delayed in appearing in the main database and therefore are also delayed in appearing on First Fed Online.

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Account Information - Question #6

Where do I view my available balance on First Fed Online?

Answer:
Your available balance is listed on the top of the home (Accounts) screen for each account. If the available balance differs from the current balance click on the View Account Holds tab on the left of the screen.

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Account Information - Question #7

Why does my ATM balance differ from my balance with First Fed Online?

Answer:
The ATM is not a real time system, meaning that the transactions that appear there are delayed by as much as one full business day.

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Account Information - Question #8

How do I update my transaction history to account for manual checks, ATM transactions, debit card purchases and bill payments?

Answer:
These items will appear on First Fed Online as soon as they are presented to the Bank. If you would like to account for them before that time, use the Add Transaction option in the Register section and enter the transaction information as precisely as possible. When the transaction is presented to the Bank's database, First Fed Online will attempt to match to the entry you have entered and therefore should not appear as a duplicate transaction. If details on the added transaction, such as the amount, differ from the actual transaction that is presented, the actual transaction will not overwrite the added transaction and in that case you will want to delete the added transaction manually. Remember that ATM and debit card transactions may take up to one full business day to appear on your register. The number and dollar amount of items added using the Add Transaction button would appear in the Pending Transactions line at the top of the Accounts screen. You have the option of having them appear in the Register by changing the display setting dropdown to Pending.

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Account Information - Question #9

Can I open a new account online? Can I add owners to an existing account?

Answer:
No. First Federal Bank has chosen, because of security reasons and for your protection, to only allow accounts to be opened at a banking center. For the same reasons, we also do not allow the option to add owners to existing accounts using First Fed Online. Please visit one of our banking centers during normal business hours for the appropriate forms to open accounts or add owners.

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Account Information - Question #10

Should I enroll my "dba" business as a Person or a Business?

Answer:
Enroll a "dba" business as a Person if using the social security number or as a Business if using an Employer Identification Number.

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Bank Hours & Helpful Phone Numbers - Question #11

Who can I call or contact if I have a question that is not addressed in these FAQ's?

Answer:
You may call our First Federal Bank Customer Service at 816-241-7800 9:00 a.m. through 4:30 p.m. Central Standard Time) Monday through Friday or our Bill Payment Customer Service at 855-856-9297 6:00 a.m. through 12:00 a.m. (Central Standard Time) 7 days a week.

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Bank Hours & Helpful Phone Numbers - Question #12

What are the Bank's Holidays?

Answer:
New Year’s Day Martin Luther King Jr. Day Memorial Day Independence Day Labor Day Veteran’s Day Thanksgiving Day Christmas Day

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Bill Payment - Question #13

How much does it cost to use Bill Payment?

Answer:
The use of First Federals Bill Payment service is free unless otherwise noted prior to making a payment. (Such as rush payments)

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Bill Payment - Question #14

May I place a stop payment on a Bill Payment?

Answer:
If the bill payment was sent electronically, then the answer is No. If the bill payment was sent by check you may be able to place a stop payment. In the bill payment section click on Payments>Payment History>View>Send a Stop payment request>complete steps to place stop payment. You may also send a message to the Support Desk or call Customer Service at 816/241-7800 to see if a stop payment may be placed. A stop payment fee will apply. The check number, date, amount, and payee must be exact for this order to be effective. Because of the large volume of items we process, First Federal Bank, F.S.B. does not visually inspect each item. We use a computer system. Therefore, every one of the check item descriptions noted above must be exact or our computer system will not be able to identify the item, making this stop payment order ineffective.

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Bill Payment - Question #15

How long does it take for a payment to reach my payee?

Answer:
Each payment made by First Fed Online will be processed either by check or by electronic funds transfer. You see the first delivery date and the estimated delivery date for every bill you pay before you send it. We recommend scheduling your payments at least (4) four business days before the actual due date, not the late date.

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Bill Payment - Question #16

What if I don't sign up for Bill Payment initially and later decide that I want to sign up?

Answer:
You can sign up for Bill Payment anytime you want. Just click on the Payments tab then the Pay Your Bills link. The screen will indicate that you are not currently enrolled. Follow the instructions to enroll. Consumers will be able to immediately start using the service. Business accounts will not be able to immediately use the service.

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Bill Payment - Question #17

Should the payment date I give be the date the payment is actually due?

Answer:
No. We recommend scheduling your payments at least (4) four business days before the actual due date, not the late date.

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Bill Payment - Question #18

How soon are the funds actually taken out of my account?

Answer:
If the payment is processed electronically, the funds will be deducted from your account on the pay day. If a check was issued from your account the funds will be deducted when the Merchant receives and deposits the check.

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Bill Payment - Question #19

When and how are my payments delivered and how can I ensure that my payee receives my payment on the due date?

Answer:
You should schedule the payment on the date you want the Merchant to receive it. The calendar will show the earliest date the Merchant will receive it. Electronic payments process to your account on the payment date to the Merchant. Check payments will post to your account once the Merchant receives and deposits the check.

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Bill Payment - Question #20

Why does it take a few days to process payments?

Answer:
Although a number of your payees accept payments electronically, many do not. For those that do not accept electronic payments, a check must be sent to that payee through the regular U.S. Mail. Once the payee receives it, it may also take a day or so for that payee to process the check and post it to your account.

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Bill Payment - Question #21

What should I do if a payee has not posted my payment?

Answer:
You may click Bill History, View Detail of Merchant in question. Click Payment Inquiry and complete the form. Click Send Inquiry. You may also call 855-856-9297.

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Bill Payment - Question #22

How can I prove payments and transfers were made?

Answer:
Bill Payments and transfers appear on your Register screen. The Clr (Clear) column should state “Cleared”. Your monthly statement from your payee should also indicate the date and amount of the payment. Your monthly bank statement will show "External Withdrawal" and the name of the payee or a copy of the paid check if you receive check images with your statement.

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Bill Payment - Question #23

How will the payments be made?

Answer:
We use two methods of payment:
Electronic - First Fed Online sends an electronic credit to your payee.
-- OR --
Laser Draft - A paper check is sent to your payee by mail

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Bill Payment - Question #24

Can I choose the method of payment?

Answer:
No. First Fed Online processes the payment electronically if possible. If not, then a paper check (laser draft) is produced. Over time, some payees who could not accept electronic payment may be able to; they will then begin being paid electronically.

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Bill Payment - Question #25

What is the cut-off time for regular (not recurring) Bill Payments?

Answer:
There is not a cut-off time for regular bill payments. The calendar will show the earliest date the Merchant will receive it.

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Bill Payment - Question #26

When do future-dated and regular Bill Payments created on weekends and holidays get deducted from my account and processed?

Answer:
Electronic payments process to your account on the payment date to the Merchant. Check payments will post to your account once the Merchant receives and deposits the check.

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Bill Payment - Question #27

Can I make a Bill Payment from an account other than a checking account (such as a line of credit account or Money Market Account)?

Answer:
No. You can only make Bill Payments with a checking account. Therefore, you must transfer the money into a checking account before requesting a payment be made. If you have insufficient funds in your checking account but have available credit in an associated line of credit or money market account, the simplest way to access those funds is to process a transfer from your line of credit or money market account by use of the transfer option.

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Bill Payment - Question #28

How do I make a payment as quickly as possible?

Answer:
Use the Pay Today method. Additional Charges will apply.

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Bill Payment - Question #29

How do I stop my access to Bill Payment?

Answer:
There are several ways: Send an email using the Mailbox function of First Fed Online or call First Federals Customer Service 816-241-7800 during regular business hours. Your access to Bill Payment will end within 3 business days.

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Bill Payment - Question #30

What if I make an error in a Bill Payment request? How do I change the amount, the payee or cancel the entire transaction?

Answer:
If the payment has not been processed yet you will see a Change option on the bill payment home page. You can modify any of the details of this transaction. To delete the entire transaction, click on the Cancel option.

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Bill Payment - Question #31

What if First Fed Online goes down? Will my payments be made; will my transfers go through?

Answer:
If First Fed Online and all of our back up systems were to go down, you can be comfortable that any transaction, for which you had already processed, prior to the system going down, will go through. If you were in the middle of a transaction and there is some question as to whether the system has received the request, you may feel free to contact the Bank to ensure your transaction request has been accepted.

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eStatement – Question #32

How do I sign up for eStatements?

Answer:
Just log into your First Federal online banking secure site, click on the Account Services tab then Statements tab then eStatements, read the agreement, click on agree and start receiving your statement electronically rather than by mail.

eStatement – Question #33

Will I still receive a paper statement if I sign up for eStatements?

Answer:
No. You will receive the statement electronically only. You will receive an email to the address you set up in Online Banking notifying you when a new statement is available for you to view inside Online Banking.

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eStatement – Question #34

Will I be able to print images of checks with my statement?

Answer:
Yes, if you currently receive a statement with check images by mail you will continue to receive your images electronically.

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eStatement – Question #35

How do I cancel eStatements?

Answer:
Send an email using the Mailbox function of First Fed Online or send us a letter stating you would like to cancel the service. Your statement will be updated to receive a paper statement within 3 business days. A paper statement fee will apply as stated in the current Service Fee Brochure.

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Alerts - Question #36

Are alerts real time?

Answer:
No, they are sent out periodically throughout the day. For up-to-the-minute account information, log in to FirstFed Online Banking.

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Alerts - Question #37

How may I receive alerts?

Answer:
Through a personal email address or a secure email within online banking. Text messages are available if you set them up through our Mobile Banking service.

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General - Question #38

How much does it cost to use First Fed Online?

Answer:
The use of First Fed Online is free for customers. The system will allow you to check balances, make transfers between First Federal accounts, download transaction histories to financial software, view images of your checks, print eStatements, and communicate with the First Federal Bank's Customer Service.

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General - Question #39

Can I draw against an approved line of credit that has available funds?

Answer:
No. If you would like to make a bill payment and you do not have sufficient funds in the checking account(s) linked for bill payment, you must make a transfer from another allowable deposit account before requesting the bill payment.

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General - Question #40

Can I make wire transfer requests or initiate ACH transactions?

Answer:
No, this functionality is not available at this time.

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General - Question #41

Can I reorder checks online?

Answer:
Yes. Click on the Account Services link then Check Reorder or you may visit First Federals main Internet home page, http://www.ffbkc.com/. Then, choose the Reorder Checks button. Only First Federal customers who have ordered personal checks through us in the past can use this service. If you cannot use this service, please call First Federal Bank's Customer Service or any of our banking centers during regular business hours.

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General - Question #42

What is the Bank's ABA/routing transit number?

Answer:
First Federal Bank's ABA/routing transit number is 301071592. You may need this number if you choose to download transaction histories into Quicken.

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Loans - Question #43

Can I see what my next loan payment amount due is?

Answer:
Yes. Click on the Accounts Tab, the loan account will display the next loan payment amount due and the date it is due for most loans.

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Security - Question #44

How safe and secure is the Internet for online banking?

Answer:
We use 128-bit encryption: Secure Socket Layer 3.0 (SSL) for all communications and transactions, including your questions to us using the Mailbox feature within this product. This is currently the highest level of security available for Internet transactions.

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Security - Question #45

Can anyone else see my account information? Is it out in the public?

Answer:
No. Your online account information is available through access methods that have been rigorously tested for security accessibility. The information is not public. Only you can access it using your Sign-On ID and Password. You can help safeguard your information and the banking systems by protecting your Sign-On ID and Password. A proper combination of your Sign-On ID and Password is the only way to get access into your account. Please be careful to keep this information secure and always signoff as soon as you have completed your First Fed Online transactions.

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Security - Question #46

Can First Fed Online remember my sign-on ID and password so I don't have to keep entering it each time I go into the system?

Answer:
No. For security reasons, First Fed Online will not remember a sign-on ID or password. You will have to enter both these items each time you begin a session with First Fed Online. To change your password, click on Options and follow the instructions.

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System Functionality & Requirements - Question #47

Exactly what equipment and software do I need to access the First Fed Online product?

Answer:
You will need an internet connection, a type of high-speed connection, DSL or cable. Old fashioned dial-up will also still work, but it will be terribly slow. You will also need a web browser software which supports 128-bit encryption, Secure Socket Layer 3.0 (SSL). For best results, we recommend the following Supported Browsers: • IE 8 and higher non-compatibility • Firefox 14 and higher • Safari 5 • Chrome 20 and higher In all cases it is important that you have the most recent release of whatever version you are on. To get the latest versions of each of these browsers: For Microsoft Internet Explorer: http://www.microsoft.com/windows/ie/default.asp For Mozilla Firefox: http://www.firefox.com For Google Chrome: http://www.google.com/chrome

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System Functionality & Requirements - Question #48

I have an Apple Mac computer - can I use First Fed Online?

Answer:
Yes, many of our customers are Macintosh users and do not experience service problems. If you do experience problems, we will attempt to assist you, however, technically, the First Fed Online product does not support Macintosh users and we may not have a solution to a particular problem. Unfortunately, Macintosh users who use AOL as their ISP will not be able to access First Fed Online.

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System Functionality & Requirements - Question #49

What Level of Encryption Protection Does First Fed Online Support?

Answer:
All transmission of customer information through direct access is encrypted using 128-bit encryption technology. Refer to Question # 46 for specific instructions to verify and/or update your level of encryption.

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System Functionality & Requirements - Question #50

Does First Fed Online work with personal financial software such as Quicken and Money?

Answer:
Yes. First Fed Online was designed to be highly compatible with popular personal finance software packages. We have achieved this compatibility by building an industry-standard Quicken Interchange Format (OFX) downloading capability right into First Fed Online. This format works with Quicken. We support Quicken 2011 and higher versions. You can access the downloading capability from the button that appears on the left-hand side of the First Fed Online screen. Downloads to other software and formats can be obtained by clicking the Reports button, then by selecting the File Export option in First Fed Online. Windows NT users may experience difficulties using Quicken; please contact Quicken for assistance. First Fed Online does not support Money.

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System Functionality & Requirements - Question #51

I can view other areas of First Federal Bank's website, but I can't connect to First Fed Online. What's wrong?

Answer:
This is most commonly caused by your browser not being configured to accept cookies or your content advisor settings. You should be aware that First Fed Online depends on cookies to verify your identity after signing in. If you've disabled cookies from within your browser, or if you are running third-party software that intercepts or deletes cookies, you will not be able to use First Fed Online to manage your accounts. With Microsoft Internet Explorer, you have the option of ordering your browser to disable all cookie use, to accept all cookies, or to alert you every time a cookie is offered. Then you can decide whether to accept one or not. If you have your cookies disabled, you will be presented with an ALERT page whenever you attempt to Sign on to. If you chose to be prompted every time a cookie is offered, you will get a number of dialog boxes after signing in asking whether you want to accept the cookie. If you answer yes to these dialog boxes, you will be allowed to use the system. If you answer no to any of these dialog boxes, you will be presented with the ALERT page.

Changing how your browser deals with Cookies To enable Cookies for Windows2000 and XP versions:

Click on start

Click on setting

Click control panel

Click on "Internet Options" icon

Click on the tab marked "privacy"

Click Advanced Mark override cookie handling Mark First Party Cookies as Accept Mark Third Party as Prompt

Changing your content advisor

Select Tools Internet Options

Content Tab Button reads “disabled”

Click on disable button

Enter your password

Click Apply

Click OK
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Transfers - Question #52

I have already set up a schedule of transfers between accounts, or allotments, through a banking center. Can I edit or stop these transactions using First Fed Online?

Answer:
No. If you have arranged for transfers or allotments but did not use First Fed Online to set them up you will not be able to change anything about those transactions using First Fed Online. You must call or visit a banking center during regular business hours to make any changes.

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Transfers - Question #53

What if First Fed Online goes down? Will my payments be made; will my transfers go through?

Answer:
If First Fed Online and all of our back up systems were to go down, you can be comfortable that any transaction, for which you had already processed, prior to the system going down, will go through. If you were in the middle of a transaction and there is some question as to whether the system has received the request, you may feel free to contact the Bank to ensure your transaction request has been accepted.

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Transfers - Question #54

What is the fund transfer cut-off time? What about recurring transfers?

Answer:
One-time transfers are processed immediately until 7:00 PM on regular business days. Future dated or recurring transfers are made at approximately 7:00 p.m. (Central Standard Time) on the date requested. If future dated or recurring transfers are scheduled to be processed on a weekend or a bank holiday, it will be processed on the business day prior to the scheduled date. Saturday, Sunday and Bank Holiday's are not considered business days.

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Transfers - Question #55

Why can't I transfer funds from my passbook savings account?

Answer:
Passbook accounts are set to only allow transactions to be processed when presented in person at a First Federal Banking Center. Therefore First Fed Online does not allow transfers to and from these accounts. You may change your passbook savings account to a statement savings account to allow transfers at any banking center office.

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Transfers - Question #56

How many transfers per statement cycle can I make from my statement savings or money market accounts?

Answer:
Transfers from statement savings or money market accounts processed through First Fed Online count towards the allowable maximum number of "pre-authorized" transfers per statement cycle. Currently, a maximum of six such transfers is allowed within a statement cycle per account. For details, please refer to First Federal Bank's account disclosure brochure that you were given upon opening these accounts or call any of our banking centers to obtain a new disclosure or clarification on this federally mandated limitation. Transfer fees may apply.

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Transfers - Question #57

May I transfer funds between personal and business accounts?

Answer:
Please contact the Deposit Operations Department at (816) 241-7800 for details.

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P.O. Box 419194
Kansas City, MO 64141-6194
Phone (816) 241-7800

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