ONLINE SERVICES FAQS

Wachovia Online Banking is a free service for customers that lets you bank online from anywhere you have Internet access. You can check account balances, transfer funds, view images of posted checks, receive account balance alerts, send and receive secure messages, order checks, and more. You can even pay bills online if you sign up for Online BillPay service.

Online Fees For Personal Accounts
Online Banking/BillPay Fees
Online Banking............................................No Charge
Online Banking access through Quicken^®,
QuickBooks^®, or Microsoft Money.......$5.95 per month
Online BillPay...............................................No Charge
Check Image Retrieval...............................No Charge

Online Banking includes access from the Internet, Quicken^® for Windows, Quicken^® for Macintosh, and Microsoft^® Money.

Online Fees For Business Accounts/Non-personal Accounts
Wachovia Business Online⁺ (formerly SouthTrust Online Banking for Business) 
Account access through the Internet, per month....................No Charge
Wachovia Business Online access through Quicken^®,
QuickBooks^®, or Microsoft Money.................................$12.95 per month
Online BillPay................................................................................No Charge
Account access through QuickBooks^®, per month.......................$12.95
Check Image Retrieval
      First 10 Check Images per account, per month................No Charge
      Each Check Image over 10 per month.........................................$1.00

⁺Fees will be charged for each calendar month and will appear on your regular periodic statement.

You can begin using Online Banking as soon as you receive your login access codes and you accept the Customer Agreement for Online Access Services. This Agreement will be sent to you in the mail along with your Welcome Kit.

Online Banking employs security at two levels: control of access to your accounts and security of transmission over the Internet. Account access security is accomplished by the use of your personal access codes: a User ID and Password. Transmission security is achieved by requiring the use of a browser that includes the highest level of encryption, or data encoding, available. Read more about security with Online Banking.

To log in to Online Banking, you will need to set up Online Access Codes. These access codes consist of a User ID and Password. If you need assistance with your access codes, please call (800) 950-2296, 24 hours a day, seven days a week. If you do not have access codes, you may obtain them by enrolling in Online Banking, either online or by calling (800) 950-2296.

To add new accounts to Online Banking:

• From the wachovia.com home page, log in to Online Banking using your User ID and Password. 
•  From the My Accounts page, select Send Messages in the Customer Service box on the right-hand side of the page, to send us a Secure Email to have the account(s) linked to your Online Banking relationship.
• Just include the name on the account and the last four digits of the account number in your Secure Email.

We can also remove accounts. If you change your mind later, we can easily re-add the accounts. If you are a Business customer, please call for assistance at (800) 566-3862, 8:00am to 9:00pm ET, Monday through Friday.

You may access your Wachovia checking, savings, money market, credit card, CD, lines of credit, installment loan, and mortgage loan accounts. You may also see the balances and activity of Wachovia Investment and investment/brokerage accounts. 

Yes, you may transfer funds using your accounts at other financial institutions. To transfer between Wachovia and non-Wachovia accounts:

1. Log into Online Banking.
2. Select the Transfer Funds tab.
3. Click the Transfer to or from a Non-Wachovia Account link on the "Create a Transfer" page to set up accounts for transfers.

Note: You can only transfer funds from personal accounts. Business and international accounts are not eligible for non-Wachovia transfers at this time.

While some transactions may appear immediately, they may not be posted on our mainframe system as quickly. Please refer to your Customer Agreement for specific transaction times.

Online Banking allows you to view up to 90 days of account history for deposit accounts and 60 days for credit accounts, including transactions not yet reported on a statement.

Yes, you can view images of checks that have posted to your account within the previous or interim statement screens. You can also print or save a copy of the image for your records by clicking on the appropriate button.

Yes, current Online Banking customers may submit a request to change an account mailing address. If you are not currently an Online Banking customer enroll now.

To submit your request:

1. From the wachovia.com home page, log in to Online Banking.
2. On the My Accounts page, click Change Mailing Address/Phone Number in the Customer Service box located on the right-hand side of the page.
3. Enter your new mailing address, home phone number, and work phone number if you have one.
4. Specify the best time to call you, should we have questions concerning your request.
5. Provide us with an email address or change your current one.
6. Click Submit and we will send you an email confirming that the requested changes have been made.

Note:  If you wish to change your mailing address for a specific account(s) instead of all your accounts, or you have an international mailing address change, please call 800-WACHOVIA (800-922-4684) 24 hours a day, seven days a week and we will gladly make the change for you. If you are a Small Business customer, please call Business Relationship Banking, (800) 566-3862, 8:00am to 9:00pm, Monday through Friday.

To order checks:

1. From the wachovia.com home page, enter your User ID and Password to login into Online Banking.
2. From the My Accounts page, click on Order Checks in the Customer Service box located on the right-hand side of the page.
3. You will be taken to the Order Checks page.  Select an account and then click the Order Checks button. Follow the directions to complete your order.

Charges for check orders are based on the type of account you have. If you have questions, please call (800) 950-2296, 24 hours a day, seven days a week.

To create or change the account nicknames you have assigned to your accounts:

1. Log in to Online Banking. 
2. From the My Accounts page, click the Edit Account Names link in the Customer Service box on the right-hand side of the page.
3. Enter an alphanumeric nickname, up to 15 characters for each account you wish to name.
4. Then click Submit. 

Nicknames can be assigned to brokerage accounts, Command Asset Program, certificates of deposit accounts, consumer loans, checking accounts, Individual Retirement accounts, credit cards, credit lines, and savings accounts. Certain characters are not allowed in the nicknames such as &, cents symbol, !, |, upside down L, _, ^, ],<, [, and />.

If you have completed the enrollment process and would like to log in to Online Banking, go to the wachovia.com home page and enter your access codes. These access codes consist of a User ID and Password. If you need assistance with your access codes, please call (800) 950-2296, 24 hours a day, seven days a week.

You can transfer funds to and from your eligible Wachovia and non-Wachovia accounts. Transfers are subject to any applicable restrictions based on each account's terms and conditions.

You may wish to transfer funds on a one-time or a recurring basis.

Transfers will be processed the same day they are requested.

For accounts opened in the Eastern, Central, and Mountain Time Zones: Online funds transfers made Monday through Friday before 9:00pm ET will be processed the same day. Online funds transfers made Monday through Friday after 9:00pm ET or anytime on Saturday, Sunday, or federal bank holidays will be processed the next business day.

For accounts opened in the Pacific Time Zone after February 8, 2007 or for accounts formerly held at Western Financial Bank: Online funds transfers made Monday through Friday before 9:00pm PT will be processed the same day. Online funds transfers made Monday through Friday after 9:00pm PT or anytime on Saturday, Sunday, or federal bank holidays will be processed the next business day.

For all other accounts opened in the Pacific Time Zone: Online funds transfers made Monday through Friday before 9:00pm ET will be processed the same day. Online funds transfers made Monday through Friday after 9:00pm ET or anytime on Saturday, Sunday, or federal bank holidays will be processed the next business day.

To use Quicken, QuickBooks or Microsoft Money with Wachovia Online Banking, you need to be a Wachovia Online Banking customer and have Quicken, QuickBooks or Microsoft Money software installed on your computer. Once enrolled in the Wachovia Online Banking service, you may use it to download your account information and make fund transfers using Quicken, QuickBooks or Microsoft Money. To learn more, visit our support site for Quicken, QuickBooks, and Microsoft Money.

If you check the “Remember my User ID” box, your User ID is securely saved on your computer so you don’t have to type it each time you log in.

Three things to keep in mind:

• You will need to remember your Password in the future. The computer only saves the User ID.
• The User ID is only remembered on the computer you are using. If you checked the “Remember my User ID” box on a public computer, you may wish to uncheck the box, sign in again, and then sign off so your User ID will not be remembered on a computer used by the public.
• In the future when you sign on, your computer will only display a portion of your User ID; the rest will be hidden with asterisks for security purposes. For example, if your User ID is 1a2b3c4d5, it appears as 1a2b*****.
  

Please call Online Services at (800) 950-2296, 24 hours a day, seven days a week to have the new account(s) linked.

In addition to answering account-related questions, Wachovia’s customer service representatives at Wachovia Direct Access can help you troubleshoot some computer problems affecting the performance of the online services you use through Wachovia. Online Services can be reached at (800) 950-2296, 24 hours a day, seven days a week. Press option 2 for technical questions, 3 for password issues.

Online Banking, BillPay and Brokerage services
Among the issues we can help you address:

• Login problems—we can reset your password, if you know what it is, and fix other login-related problems.
• Minimum system requirements—we can determine if your browser and/or O/S meets these system requirements.
• Browser not configured to accept cookies—your computer must accept cookies to give you full use of Online Services. We can discuss which cookies we use, why we use them, and how they can help improve your online experience with us.
• Slow connections—we can help you clean out your temporary internet files to help improve your connection to Online Services.
• Security popup messages—we can help you set our website up as a “trusted site” so you will have the optimum experience with us.
• Javascript—we can ensure your browser is javascript enabled, so you can use all features our website has to offer.
• Basic Troubleshooting—we can diagnose and fix the most common problems for various internet connection types such as dial up, cable modems, and DSL lines.

Personal Finance Management Software
We can also help you address certain issues with Personal Financial Management (PFM) software, such as Quicken, Quickbooks, and MS Money:

• Connectivity errors—we can make sure you’re using the correct PIN and Customer ID, that your PFM software correctly recognizes your internet connection, and that you have correctly identified the proper financial institution so your software can communicate with Wachovia.
• Software setup errors—we can help you set up your data file and enable all your eligible accounts so you can download transactions and pay bills.
• Backing up and restoring files—we can help you save information or retrieve saved information.
• Software upgrades—we can help you upgrade to a newer version so you don’t risk losing any of your data and history.

Before calling, you may wish to review the Wachovia Software Help Page for step-by-step troubleshooting with most PFM software problems. For topics not addressed here, you may refer to the following third-party web addresses:

Quicken Support
Quickbooks Support
Microsoft Money Support

Note: There may be a charge for certain kinds of technical assistance when calling a third-party vendor.

For issues not listed here, contact your computer manufacturer, your Internet Service Provider (e.g., AOL, AT&T), or your Operating System manufacturer (e.g., Microsoft) for assistance.

Issues we don’t address:

• Forgotten passwords
• Inability to connect to the Internet
• Viruses and spyware
• Software downloads
• Lost files
• Slow connections due to memory problems
• Hardware problems

Wachovia offers several types of Alerts that can help you manage your accounts. Alerts are proactive notifications regarding various events pertaining to your accounts. You can choose to have Alerts delivered to your email address, pager, cell phone or other wireless device as a free service if you are enrolled in Online Banking.

Below are two examples of available Alerts:

Wachovia Balance Alerts
Get a daily balance Alert, or set a threshold Alert that notifies you when your account balance goes above or below an amount you specify. 

Wachovia Market Alerts
Track the market and your favorite stocks, receive ticker, portfolio, and sector Alerts via email or wireless phone.

To learn more about Alerts, or enroll in additional Alert services, follow these directions:

1. Go to the wachovia.com home page.
2. Enter your User ID and Password.
3. Select “Online Banking” from the Service drop-down box.
4. Click “Login.”
5. From the My Accounts page, select the Alerts and Subscriptions link in the Customer Service box on   the right-hand side of the page.
6. From the Alerts and Subscriptions page, select the Alert type you want to update, enroll in, or learn more about.

To change your email address, follow these directions:

1. Go to the wachovia.com home page.
2. Enter your User ID and Password on the left-hand side of the page.
3. Select Online Banking from the Service drop-down box, and click Login. The "My Accounts" page appears.
4. Select the Customer Service tab at the top of the "My Accounts" page. The "Service Center" page appears.
5. Click Change Email Address in the My Profile section. The "Change Email Address" page appears.
6. Click Edit/Delete in the Action column next to the email address you would like to change. The "Email Address Detail" page appears.
7. Enter the new email address, indicate if it is your primary address, and select the format in which you would like to receive email.
8. Click Next. The "Verify" page appears.
9. Review your changes, and click Submit if the changes are correct or click Back to make changes.

If you are not enrolled in Online Banking and would like to change your email address, visit www.wachovia.com/newemail.

In order to access your accounts online you must use your personal access codes—a User ID and Password. Do not share these codes with anyone you do not wish to access to your account information. To further protect your account information, a timeout feature will automatically log you out of your current financial service session after an extended period of inactivity. 

To determine which Internet browsers you can use with Online Banking, please visit our System Requirements page.

You may review the details of any of your available Wachovia accounts. Depending upon the type of account, the details include:

• Posted and Available balances
• Transaction history, including ATM and Check Card purchases, deposits, transfers
• Check Card Hold information
• Interest rates
• View images of posted checks
• Interim and previous statements 
• Payments due dates and amounts
• Available Credit
• Wachovia Investment and brokerage/investment account balances and activity

Yes. You will automatically be shown the transaction history for the most recent 10 days. To go back further, just enter the date range you want to view. You may view up to 90 days of transaction history for deposit accounts and 60 days for credit accounts.