FAQs


General Information

What is my routing number at Legence Bank? Your routing number is 081204867.


How do I reorder checks? You may bring a reorder slip or simply request a reorder at any of our branches.


I recently moved and need to update my contact information with the bank. What do I need to do? We need to have your current address, phone number and email address. If you visit one of our branches, we will ask that you sign a form so that we may update your information. If you call one of our branches, we will mail a form to you. When we receive the signed form, we will be able to update your information accordingly.


I recently changed my name. How do I update this? We will need to make a copy of your driver's license reflecting your new name. We will also ask that you and anyone on your accounts sign a new signature card for each affected account.


How do I sign up for direct deposit? This is something you may set up with the company that is sending the deposit. You will need to provide the company with your routing number, account number, bank name, and possibly a blank voided check. They will inform you of when you will receive your first direct deposit. If you would like assistance in setting up a direct deposit, simply call one of our Customer Service Representatives.


What is the "qualification cycle" for my Kasasa account? Your qualification cycle runs from the 1st business day of the month through the next-to-last business day of each month. Please note that debit card purchases should post to and clear your account within the qualification cycle time frame to be counted during that cycle. You will then receive the interest you have earned on the last business day of each month.


I do not have internet access at home, but I would like to stay up on my balances. What options to do I have? You have two great options. Telephone Banking is completely free and allows you to call a toll-free number to retrieve your balance as well as recent activity. To use Telephone Banking, first call a Customer Service Representative at your local branch and set up a four digit PIN to be used for Telephone Banking. Once that is set up, you may call 1-800-811-8204 to retrieve your current balance as well as recent activity on your account. Text Banking allows you to text or to receive text alerts which offer your balance as well as recent activity on your cell phone. Legence Bank does not charge for Text Banking with personal accounts. However, you may wish to check with your mobile carrier to make sure that you will not incur fees for texting on your cell phone plan. Please contact a Legence Bank Customer Service Representative if you are interested in either service.

I would like to get a new account, but my schedule does not allow me to come into a branch during business hours. What should I do? If you wish to apply for a personal checking or savings account, applying for an account online is a great option. This user-friendly application takes about 10 minutes and will initiate the process of opening your account with our eBranch. To apply online, simply click the Open Now button when viewing the type of account you wish to open.


I want to safeguard myself from identity theft. What are some best practices to protect my identity? Your security is of the utmost importance at Legence Bank. We believe that the best defense against online criminals is for us to keep you as informed as possible. We offer a practical set of tips that can help you protect yourself against identity theft. For more information, simply visit our Fraud Prevention and Security page.


I need further assistance with one of my bank accounts or bank services. Whom do I contact? Should you need further assistance, please don't hesitate to contact any of our Customer Service Representatives at your local branch or at 1-800-360-8044.


Debit Cards

I just received my debit card. What should I do now? You will need to activate your debit card by calling the toll-free number included with the card. You will receive your PIN in a separate mailing in the next 2-3 business days.


I would like to change the PIN on my debit card. How can I do that? Simply bring your debit card into any of our branches to change it to the Personal Identification Number you wish.

I either lost my debit card or it was stolen. What do I do? You should notify Legence Bank as soon as possible in order to close your debit card by calling your local branch or calling 1-800-360-8044. To contact someone after hours, please call 1-800-545-4274 and choose Option 6 for ATM/Card Services.


Should I choose credit or debit when I use my debit card? Legence Bank recommends that you choose credit for all point-of-sale purchases. It is a more secure transaction.


Why do I have a $1.00 transaction on my account? Some merchants will pre-authorize your debit card to ensure that it is a valid account. It is simply a hold on your account. This hold will remain until the merchant submits the actual amount of the transaction and it posts to your account. Once the actual payment posts, typically within 2 or 3 business days, the pre-authorization in the amount of $1.00 will come off of your account.


My debit card was denied for a large purchase, but the funds are available in my account for this amount. What happened? There are limits placed on all debit cards and ATM cards for your security. These limits are set per business day. If you wish to adjust these limits temporarily or permanently, please contact a Customer Service Representative at Legence Bank.


Why am I asked for a security code when using my debit card over the phone or online? The three-digit code shown on the back of your debit card lets merchants know that you're physically holding the card when you make a purchase online or over the phone. It is an extra level of security that helps prevent fraudulent transactions on your card. This code is sometimes called a Card Security Code (CSC), Card Verification Data (CVD) or a Card Verification Value (CVV), among other terms.


I am traveling out of the country. Should I notify Legence Bank? If you will be using your debit card while you travel far from home, especially if you are traveling internationally, you will need to notify our Operations department of where and which dates you will be traveling.

Online Banking

How may I sign up for Online Banking? You have two ways in which to sign up for Online Banking. You may enroll online by going to our homepage and finding the link to "Auto Enroll". Once you have completed the application, you will receive an email with a link to be used for your first login. Additionally, you may contact the eBranch or a Customer Service Representative at any of our branches to sign up for Online Banking access. Both scenarios will cause you to receive an invitation email to log in to Online Banking for the first time. You will only need to know your security code, a code that was either chosen by you or provided to you, for your first login.


I am locked out of my Online Banking. What do I need to do? Once you are locked out, you will need to contact the eBranch or a Customer Service Representative in order to be reset. We will assist you in gaining access back into your Online Banking.


What are my options to receive the one-time passcode for extra login security in Online Banking? You have three options: you may receive a text, receive a phone call, or use a mobile App for extra login security in Online Banking.


I don't want to receive a one-time passcode every time I log in to Online Banking on the same computer. What should I do? Once you enter your one-time passcode in the field provided, you will have an option to register your computer or device. We only recommend registering a computer or device if it is yours and it is private. If you register your computer or device, you should not be prompted with a request for a one-time passcode on future logins. If you have registered your computer or device, and you are still prompted to verify your identity, please contact the eBranch for further assistance.


I'm having trouble logging in. What should I do? Should you have any questions or you would prefer to have assistance with your Online Banking login, please don't hesitate to contact Legence Bank's eBranch or a Customer Service Representative by calling your local branch or calling our toll free number at 1-800-360-8044.


When I log in I am being asked Security Questions that I have never chosen before. Why? Virtually every time you experience this issue, it is due to the fact that your username was entered incorrectly. Please go back to our homepage and carefully re-enter your username. If you are unsure of your username, please contact the eBranch or a Customer Service Representative for assistance.


Is Online Banking secure? It is Legence Bank's commitment to keep your accounts safe while adopting the latest security requirements provided by the government. The authentication procedures used for each login comply with the best industry practices on how to best protect you and your finances, including several levels of extra login security.


I would like to be able to transfer funds between two of my accounts accounts online. What do I need to do? Please call the eBranch or come in to see one of our Customer Service Representatives. We will set it up so that you will be able to transfer funds between the accounts you wish.


I still get a paper statement but would like to receive it online now. What do I need to do? Simply click on the "Activate eStatements" link on our website's homepage. Once you fill out a short application making your request, we will get the noted statements changed to eStatement.


What export options do I have for my transaction history? You have the following options in which to export your transactions: Quickbooks, Quicken, Excel, comma separated, PDF document, and Word document. To export your transactions, click on the account you wish to view, then click on the Transactions sub-tab. You will see an option to export on the right. If you wish to print your transactions in a printer-friendly format, choosing a Word document, PDF document, or Excel document is an excellent way to do so.


How do I find my eStatements? Once you are logged in to your Online Banking, click on the account on which you wish to inquire. There will be a sub-tab link for Statements above your account activity for that account.


I would like to change some settings within my Online Banking, such as my password or my email address. What do I need to do? Once logged in to your Online Banking, click on the Settings tab. You will find options within that include changing your password or email address, adjusting your greetings, nicknaming your accounts, adjusting the order of your accounts, changing the way you view the widgets on the right, adding and editing sub-users, and setting up various alerts on your account.


I'm also interested in the App. What do I need to do? First, you should sign up for Online Banking if you do not already have that service, as the credentials you use for Online Banking will also be the credentials you use to login to the App. Next, go to the App Store on an iPhone device or Google Play on an Android device to download the free Legence Bank app. You will then be able to log in to the App using your Online Banking username and password.


Bill Pay

How do I sign up for Bill Pay? If you have never used Bill Pay before, you may see many benefits in trying this great service. To sign up, simply log in to your Online Banking and click on the Bill Pay tab. The system will lead you through setting up your profile. Once you have set up your profile, then set up a payee, you may proceed with paying that payee when you wish.


How do I add a new payee? Simply go to the Payees tab and choose Add a Payee. You will choose the type of payee you would like to add, enter the details of that payee, and then you will be ready to make a payment to that payee.


How do I pay a bill? To make a payment to a payee you already have in the system, simply go to the Payments tab and choose either single or recurring payment, based on which option suits you best. You may then choose one or more of the payees you wish to pay from the listing on the left side of the page. Next, you may choose the funding account you wish to pay that bill from, enter the amount you wish to pay, and adjust the date to be paid, if needed. You will then click next to review the payments you would like to make. If everything is correct, you should hit Submit Payment to send your payment via Bill Pay.


How do I add a memo or comment to a payment in Bill Pay? Once you initiate a bill payment by choosing the payee, entering the pertinent information, and clicking Next, you will have the ability to add a memo on the review screen. Under Additional Items, you may see an "Add" link next to Comment. If you click on that link, you will have the ability to add a memo or comment to that particular payment.


When will my account be debited for a bill payment I sent? Bill Payments can be sent in two ways: electronically and by check. Whether your bill is going electronically or by check, your account will be debited within the same amount of time. It is debited when the bill payment is processed and sent to the payee, so you may expect that your account will be debited within 1- 3 business days in the amount of the bill paid.


How do I edit the details of an existing payee? Go to the Payees tab, choose View Payees, then you may find your payee in the list provided and either edit or delete that payee.


How do I add a new funding account through Bill Payment? Simply go to the Options tab, then choose Pay From Accounts. You may then view your existing funding accounts and also add an existing Legence Bank Checking account you own by choosing Add Account. You will then enter the information requested and click Next. Your new funding account will only be ready to use once a Legence Bank employee approves it. You will be notified through the Bill Payment messaging system when the new funding account is approved and ready for use.


I made a mistake on a Bill Payment I made. What can I do? If you make a payment prior to 3:00 PM CST on a business day, you will have the chance to edit or delete it up until 3:00 PM CST on that day. If you realize that a mistake was made after 3:00 PM CST on that day, the payment will already be in processing and will not be able to be edited.


I'd like to make a stop payment on a Bill Payment that has processed and was sent as a check. What should I do? Simply contact our Bill Payment provider by calling the toll-free number at the bottom of the Bill Payment page, or call the eBranch or a Legence Bank Customer Service Representative for assistance.


How do I edit my contact information in Bill Payment? Simply go to the Options tab, then to View Contact Info. You can update your information as you wish on this screen.


Text Banking

How does Text Banking work? Text Banking has three different options that you may choose. First, you may choose to have your current balance texted to your cell phone each day at a specific time. Second, you may choose to have your current balance texted to your cell phone each day at a specific time only if your balance has fallen below a certain balance threshold. Third, you may choose to not receive a text alert, and instead, text the service directly to receive a text back with the information you requested. Text Banking offers balances as well as recent transactions on your account.


Is Text Banking a free service? Legence Bank does not charge for Text Banking. However, we recommend that you check with your mobile carrier to assure that you will not incur any charges on your bill for text.


I wish to sign up for Text Banking. What should I do? Simply contact the eBranch or any of our Customer Service Representatives at your local branch to sign up for this great service.


I recently changed my cell phone number and I use Text Banking. What should I do? Simply contact the eBranch or any of our Customer Service Representatives at your local branch to update your information.


I am not receiving my daily text alerts. What could be happening? The reason for this could vary. Please contact the eBranch for assistance in resolving this issue.


App

How do I find the Legence Bank App? Go to the App Store on an Apple device or the Google Play Store on an Android device and search for Legence Bank. It is a free App that can be downloaded when you wish.


Do I need to sign up at Legence Bank to use the Legence Bank App? If you are currently a Legence Bank Online Banking user, you will be able to simply log in to the App using your Online Banking credentials. If you do not have Online Banking, go to www.legencebank.com to sign up or contact your local branch. Once you are set up for Online Banking, log in to Online Banking to set up your credentials. After your first Online Banking login, you will be able to log in to your new Legence Bank App using your Online Banking credentials.


Once I have signed up for Online Banking, may I login the first time through the App? You should first log in to Online Banking to set up your credentials. You will then be able to log in to the App after you have logged into Online Banking at least one time and secured your new credentials.

What information is required for me to login to the Legence Bank App? You will be asked to provide your current Online Banking username and password.


Will I be locked out of the App by entering an invalid username or password? After three invalid login attempts, your login will be locked. To unlock your login credentials, contact the eBranch or a Customer Service Representative at your local branch for assistance.


If I forget my password and I call the bank to have my password reset, can I change my password through the App? When the bank resets your password, you should first login through Online Banking and change your password. Once your password is changed, you may then log in to the App using your new credentials.


What accounts will I see through the Legence Bank App? You should be able to view the same accounts as you currently see in Online Banking.


What capabilities do I have with my accounts once I have logged into the Legence Bank App? You will have the ability to view your current balances, view your recent transactions on your accounts, view images of checks that have cleared, transfer funds between Legence Bank accounts, and utilize our great Bill Payment platform, should you choose to do so. You may also contact us directly from the App, locate a local branch, view Legence Bank's facebook page, and more.


I would like more information about Legence Bank's Apps. How do I learn more? For additional information on our Apps, click here to view our App Quick Reference Guide. We are also always happy to assist you. Simply contact the eBranch at 1-800-360-8044 or a Customer Service Representative at your local branch.


Heartbleed

What is Heartbleed? Heartbleed is a small flaw in the code of the Open SSL library, which is a widely used online security tool that is used by millions of websites to secure and encrypt communications. It is in essence a programming mistake which makes sites that use Open SSL vulnerable to unauthorized access to sensitive data. Approximately two-thirds of the Internet relies on Open SSL. However, Legence Bank does not use Open SSL for our online products.


Are Legence Bank's online products, including Online Banking, vulnerable? Legence Bank's online products and services do not use Open SSL. We have no known applications affected by this vulnerability. However, for your peace of mind, you may change your password for Online Banking if you wish. To do so, once logged in to Online Banking go to the Settings tab, then the Security sub-tab. You will see a small tab below called Password. You will be prompted to enter your current password, then to choose a new password. In addition, our eBranch Representatives as well as Customer Service Representatives are happy to assist you in changing your password as well.


What should I do in response to Heartbleed? We highly recommend that you update all credentials for the sites you visit online, especially those which use Open SSL. Many social network sites and shopping sites use Open SSL. Many of the most popular sites that use Open SSL have made fixes, called patches, to their site to protect it. However, for your peace of mind, we do recommend that you update your credentials for the sites you frequent online.


Retirement of Microsoft XP

What is the issue we're hearing about involving Microsoft XP? Microsoft XP, a computer operating system many users use, had a support deadline of April 8, 2014. This means that technical assistance for Windows XP is no longer available, including automatic updates that help to protect your PC. If you continue to use Windows XP now that support has ended, your computer will still work, but it might become more vulnerable to security risks and viruses. Microsoft's website states that "an unsupported version of Windows (like XP after April 8) will no longer receive software updates from Windows Update. These include security updates that can help you protect your PC from harmful viruses, spyware and other malicious software, which can steal your personal information. Windows Update also installs the latest software updates to improve the reliability of Windows – new drivers for your hardware and more." Even if you have an unsupported version of Windows XP at this time, Windows will continue to start and run for you. It just won't run on the most updated version, and you will not receive support, should you need it, from Microsoft.


How do I know if I use Microsoft XP? Click the "Start" button on the home screen of your personal computer, then click "Run" (or type run in the search bar to find it and then click on it, then type winver and hit OK. You will be presented with a pop-up box that states which Microsoft version you use.


What do I do if my computer uses Microsoft XP? You have various options. Which option you choose is completely up to you. You may continue to use the same computer as long as you would like as long as you implement every safety and security measure that you can while you use it. This includes updating your anti-virus protection, and keeping your software and drivers updated. Windows XP should still have a long life in front of it. You may use it as long as you feel comfortable and feel like you are doing your best to protect your computer. Another option is to buy a new computer with a newer operating system, or you could use a tablet rather than a PC while you contemplate your options.


How does this affect me as a Legence Bank customer? This will not cause any interruption to any of the Go!Legence services we provide to you. However, continued use of a computer utilizing Windows XP could place your computer and the information on it at risk. We encourage you to learn more about this cessation of service to be best informed on how to secure your information.


POODLE (Padding Oracle On Downgraded Legacy Encryption) Web Browser Vulnerability

At Legence Bank we take your security very seriously. We are taking action to protect you against this latest security threat, and providing these answers to frequently asked questions to help you understand how POODLE could affect you -- not just on our website, but throughout the internet.


If you use Internet Explorer 6 or older, please be sure to refer to the special instruction at the bottom of this page to ensure you can access our site after November 5th.


What is POODLE? POODLE is a recently recognized bug within web browsers (i.e., Firefox, Chrome, Internet Explorer, etc.) that could make someone vulnerable to an attack by a cyber-criminal.


Why the name POODLE? It is a technical acronym that stands for Padding Oracle On Downgraded Legacy Encryption, which describes the vulnerability danger.


How does someone fall victim to a POODLE attack? The two most likely scenarios are: 1) they are tricked into visiting a malicious website, such as clicking a link within a spam email; 2) they utilize a shared internet gateway, such as a WiFi system at a coffee shop, where a cyber-criminal inserts themselves between the user and the websites they visit. Though, any "man in the middle" attack scenario, such as compromising their home network, could be a gateway to a POODLE attack.


How likely is someone to fall victim to an attack via POODLE? No one knows for sure. The general consensus among the security industry is this threat is not particularly high. Presently there are no reports of a POODLE attack. It is, at this point, merely a known vulnerability that an attacker could exploit. Keep in mind, there are a lot of methods an attacker could utilize to initiate an attack. Safe web browsing is always recommended to help protect yourself.


How does it actually work? There are a lot of highly technical explanations available online; here is a high-level summary. Web browsers, websites, and servers use encryption to make online forms and logins safe. These technologies are often updated for improvements and added security. But web browser updates sometimes allow for "backward compatibility," meaning the browser could revert to an earlier version in the event a particular website can't support the update yet. An attacker could force a user's web browser to revert back to a much earlier version of encryption technology that the attacker now knows how to penetrate.


Is my web browser going to create a new update to protect against POODLE? Yes. All browsers are working on updates. Many industry experts cite late November as a target date, though an exact timeframe may not be available depending on which browser you use. Unless you have selected to not accept automatic updates from your web browser, the update should happen automatically.


What is Legence Bank doing to protect me against POODLE? We are deploying a security measure on November 5th that will prevent our website from working when the earlier version of encryption technology is being used. This means that if an attacker uses this POODLE vulnerability while you are visiting our site and forces your browser to use the old encryption technology, our website won't respond.


Does this mean I wouldn't be able to see or visit your website? Correct. If you were attacked, you wouldn't be able to see our website. This is to prevent the attack from being successful. It would be much better for you to be unable to visit our site temporarily than to allow a cyber-criminal access to your online banking account. In the rare likelihood that this scenario occurs, please contact us and we can help you regain access to our website.


If this is a threat, why are you waiting until November 5th? The threat isn't especially severe, and there are no reports of POODLE being utilized. Thus we have weighed mitigating factors into our deployment date. First we need to ensure there are no unwanted bugs that occur when deploying this solution. We are always diligent to ensure your security and convenience in using our online channels. We are also giving our account holders that use the browser Internet Explorer 6 the opportunity to see this message and update their browser. Once we deploy this fix, these users will no longer be able to see our website if they do not update.

Special Instructions If You Use Internet Explorer 6 or Older on a Windows XP Operating System

To continue to access our website after November 5th you must update your browser. Internet Explorer 6 (IE6) is a very old web browser that is well known to be among the least secure browsers available. Even Microsoft, the company that creates Internet Explorer, has been urging its customers for many years to no longer use IE6, and has discontinued support of it.


Why won't IE6 continue to work after November 5th while other web browsers will? Because IE6 was created in 2001 and is not able to utilize security technologies that have been developed since then.


Will it just be your website that I won't be able to use? No. A large number of companies are deploying this same measure. It is important for you to update to a more modern browser. Otherwise it is likely that you will not be able to utilize much of the internet. If you are still using the Windows XP operating system (also no longer supported by Microsoft), the most modern version of Internet Explorer you can update to is IE8, originally created in 2009. Alternatively, you could choose to use a more modern version of another browser, such as Firefox or Chrome.