Frequently Asked Questions


General Bank Information


What are your hours and locations?

We have locations in Peoria, Bartonville, Dunlap, Wyoming and Astoria. Please visit our branch locations page to find out our hours and exact locations.


Where are your ATMs located?

Please visit our ATM locations page to find our ATMs.


What are the cutoff times for deposits to be posted on the same business day?

For lobby and drive-up transactions the cutoff time is 4:00 p.m. Any deposits made after 4:00 p.m. will be posted at the end of the next business day.


What is the routing number for Better Banks?

Our routing number is 071120207.


How hard is it to switch my direct deposit payroll to Better Banks if I switch my checking?

This is easy! We will give you your new account number and our bank routing number to give to your payroll department and that is all they will need. Depending on your timing, you may have both accounts open for one payroll cycle if it was too late to get the switch made. Download our switch kit.


What are your incoming wire instructions?

To receive a wire to your Better Banks account, the sender will need the following information: Better Banks, Peoria, IL, ABA# 071120207 - Credit: Customer name and customer account number. For applicable fees associated with wire transfers, please refer to our fee schedule.


Online Banking/Bill Pay


How do I sign up for Online Banking and Bill Pay?

There are quite a few different ways to sign up for our Online Banking and Bill Pay service. While opening a new account or just doing your normal bank business, ask the customer service representative to provide you with an enrollment form. Another option is to call us and ask that one be mailed to you. And of course, you can always fill out our enrollment form by clicking here. After we receive your enrollment form, you should receive an Online Banking ID and temporary PIN in the mail within 3 business days.


What does Online Banking and/or Bill Pay cost?

Online banking is free and it is only $5.95 per month for Bill Pay but if you sign up and receive eStatements we will waive the $5.95 fee for Bill Pay.


What if I have forgotten my Online Banking PIN or am locked out of my accounts?

You can either follow the instructions on the "Forgot Password" link on the home page of online banking or call the bank and ask to speak to someone regarding your Online Banking account, or stop by any of our locations. We will ask you for your Online Banking ID as well as have you verify other information before issuing you a temporary password that you will change during your next login.


I clicked on the Forgot Password link but it says it is not enabled for my account. How do I enable this feature?

You must set up this feature in Online Banking before you can use it. To enable the 'Forgot Password" link on the home page you must first be logged into Online Banking. Once logged in go to the 'Options' tab and complete the 'Modify Personal Settings' section and click submit at the bottom. Once complete, anytime in the future that you are locked out or forgot your password you will be able to click on the 'Forgot Password' link to reset your password.


Why am I being asked to establish a picture?

The picture is called a Watermark. The Watermark is an anti‚Äźphishing measure that helps reassure you that you are visiting our online banking. The Watermark will display during subsequent logins and in the lower left corner of the online banking session after login is complete.


Why am I being asked to set up questions and answers?

These questions are part of the overall security system designed to help prevent unauthorized users from getting access to your online banking information. Even if someone has taken your Login ID and password they may not know the answer to your secret questions. These questions will be used to confirm your identity if you log in to online banking from a computer the online banking system doesn't recognize. If you answer one or more of the challenge questions incorrectly your account will be blocked and you will need to contact the bank to have it unblocked.


Why am I being asked to enter phone numbers?

In addition to the three security questions, you may enter up to four phone numbers for the identity verification process. Again if your activity is out of your normal pattern, you can opt for an automated phone call by clicking the "Optional Authorization" button to pass the challenge in lieu of answering the challenge questions


How do I add a new account to my Online Banking list?

There are two different ways this can be done: 1) Stop by any of our locations to complete and sign a form to add your account or 2) log in to Online Banking and click on the Contact tab to send us a secure message requesting to add an account.


How far in advance should I schedule my bill payments?

For payments that are being sent electronically, please allow 3 business days. Allow 5-7 business days if a paper check must be issued.


How do I set up a loan payment for my Better Banks loan?

If you have both a checking or savings and a loan at Better Banks, to make the loan payment you will set-up a transfer from checking to the loan. Only use bill pay for loans outside the bank.


For more frequently asked questions about online banking please click here.


Loans



What is a home equity loan?

A home equity loan is money borrowed against the equity you have built up in your home. You can take the loan out for a certain amount and make regular payments on that loan. A HELOC stands for Home Equity Line of Credit. It differs from a traditional home equity loan in that a HELOC offers a revolving line of credit. Like the available balance on your credit card, you can use the full amount of your HELOC or borrow against it in smaller increments, and you will pay interest only on the amount you borrow. For more information about how a home equity loan or HELOC can benefit you, and which may be best for your situation, call us at 309-697-2100.


Does the bank provide loans of all types?

Yes, we provide loans for homes, business, cars, farms and more. And, we have knowledgeable lenders that are able to guide you through the process with ease. Call one of our loan officers today!


Debit Cards


What are my daily limits?

Your daily limits are given to you in your acceptance letter. You can also call us to get your daily limits if you no longer have your letter.


What does it cost to get cash from another bank's ATM?

We charge a $1 fee for using a foreign ATM. For other charges it varies, but the first screen will always give you the fee amount so you can continue or cancel the transaction if you don't wish to proceed. Another way to avoid other bank's ATM fees is by getting cash back from a grocery store, gas station or other merchants where available.


I've lost my card. What should I do?

If you cannot find your card, notify us immediately. If it is after banking hours, you can call 1-800-383-8000 and report your lost card.


What should I do if I have lost my PIN?

For security reasons, we do not have your PIN at the bank, but we can order a copy of it for you. There is a $4.95 fee for this.


My card expires soon, when will I receive a new one?

The card you have will automatically be replaced. Your new card will be sent the month prior to your current expiration date. Contact a Customer Service Representative if you have not received your card by the first day of the month of expiration. Please note: Once you receive and activate the new card, you should destroy your old card.

Why are there charges showing on my account that say 'pre-auth'?

These charges are pre-authorizations and they can occur any time you use your debit card with a merchant (gas station, department store, hotel, etc.). The merchant "reads" the card and then verifies that there are sufficient funds in the account to make the payment. While the funds are being verified, the amount of money needed for the transaction is actually put on "hold".


Can these pre-authorizations affect my account balance?

Yes, they can. Pre-authorization can decrease the available balance in your account because it is putting a hold on the money in your account for that transaction.


Why are pre-authorizations sometimes a different amount than the actual purchase?

Preauthorizations are handled differently depending on the merchant and the type of purchase. You will see that most pre-authorizations are for the same amount as the purchase yet sometimes a preauthorization will only be for $1.00 and other times for more than the amount of the purchase. These situations often occur when you use your card at a gas pump or hotel. For example, when you swipe your card at the pump before you dispense the gas, there is no way to pre-determine the total. The merchant might either preauthorize the transaction for a $1.00 or for an amount higher than what they think you will spend (to make sure you have enough money in your account to cover the transaction). Pre-authorizations can be as high as $75.00 at a gas pump.


Do preauthorizations go away?

Yes. Pre-authorizations just place a "hold" on the transaction amount until the actual transaction is posted to your account. Typically, the pre-authorization will be replaced by the posted final transaction. On rare occasions the pre-authorization remains on the system even after the final transaction is posted it will only show for a maximum of three business days.


Why have these pre-authorizations started?

Pre-authorizations have been happening as long as debit cards have been in use. The process for pre-authorizations is the same now as it was in the past but now that the bank is real-time you are able to see the pre-authorizations. Before, all of the pre-authorizations only showed on the banks end of the system and were not visible to the customer yet they still affected the available balance on the card.


Important note: The bank has no control over pre-authorizations; each is handled by the individual merchant and is a required element of debit card usage.