We are excited to be completing the integration of our new Florida branches into SmartBank’s information systems beginning Friday, March 8th through Sunday, March 10th. The integration process should be transparent for our clients, but there is a small chance that certain services may be intermittently disrupted during conversion weekend. Services that may be affected include transactions using your Debit/ATM Card and/or accessibility to Mobile Banking as well as Online Banking. All of our Sevier County Offices will be operating normally on Saturday, March 9th from 8:00 am to 12:00 pm EST. As always, feel free to contact a SmartBank Associate at 865.453.2650 with any questions.
Former GulfSouth Private Bank Clients: While we believe this transition will be easy, there are a few things you need to know and act upon prior to and following the conversion. Below is a list of Frequently Asked Questions regarding changes that you can expect as a result of our system’s conversion on March 8, 2013. Should you have further questions, please contact our conversion hotline at 850.269.5895 during normal business hours, 8:30 am – 4:00 CST. Additionally, the hotline will be available extended hours throughout the conversion weekend and the following week (March 8th – 15th) from 8:00 am to 8:00 pm CST.
Will my account number(s) stay the same?
Yes. You will have the same bank account number(s) that you currently have for checking, savings, money market, CDs, and IRAs. All loan accounts WILL be issued a new account number.
Will the minimum balance requirements or fees (if any) on my accounts change?
Yes. In most cases the minimum balance and fees will be lower. Please refer to the enclosed Account Mapping Guide for additional information.
Can I continue to use my current GulfSouth Private Bank checks?
Yes. You can continue to use your GulfSouth Private Bank checks. When you place your next order for checks, you will receive SmartBank checks and deposit slips.
What is SmartPrivilege Protection?
SmartPrivilege Protection is an overdraft protection feature included on most SmartBank checking accounts, designed to cover inadvertent occasional overdrafts resulting from checks, ACH, debit card, and other transactions made payable to third parties. Excessive use of SmartPrivilege is not recommended, and may result in incurring numerous fees, removal of SmartPrivilege Protection, closing of the account, and reporting of an insufficient balance to credit bureaus. The amount of SmartPrivilege available and fees for use vary according to product, and may be found on the enclosed Truth In Savings. SmartPrivilege Protection will be available on your account upon conversion. In order to cover ATM and debit card transactions with your SmartPrivilege Protection, you must return the Opt-In located on pages 12 and 13 of your disclosure pamphlet. No action is required if you do not wish to have overdrafts initiated by ATM and debit card transactions covered by SmartPrivilege Protection. Additionally, you may remove
the SmartPrivilege feature from your account for all types of overdrafts by returning the Agreement to Decline or Remove found on page 11of your disclosure pamphlet.
Will I need a new debit card?
Yes. Prior to conversion you will receive a new MasterCard® debit card and a new PIN. Please activate your new card upon receipt of your debit card and PIN. If you wish to change your PIN, please contact our conversion hotline at 850.269.5895 anytime after conversion.
What should I do if I have set up recurring payments with my previous debit card number?
Your old card will expire on March 9, 2013. To avoid any missed payments, please ensure that ALL recurring payments made with your previous debit card number have been updated with your new SmartBank debit card number.
What ATMs will I be able to use?
ATM access will remain the same as before. Please utilize the ATMs within any Publix location or anywhere that the Presto! network is accepted.
Will I have access to my funds throughout conversion weekend?
We do not anticipate there being any time you cannot have access to your funds by debit card or check. We planned the conversion over a weekend (March 8th – 10th) to minimize impact to you, while offering complete access to your funds. However, please carry an alternative form of payment during conversion weekend in case SmartBank experiences an unplanned disruption of service. Personal Debit Card Users: Continue to use your GulfSouth Private Bank debit card through Saturday, March 9th. Beginning Sunday, March 10th, you may begin using your new SmartBank debit card. Business Debit Card Users: Continue to use your GulfSouth Private Bank debit card through Sunday, March 10th. Beginning Monday, March 11th, you may begin using your new SmartBank debit card. However, please carry an alternative form of payment during conversion weekend in case SmartBank experiences an unplanned disruption of service. Should you have further questions, please contact our conversion hotline at 850.269.5895.
When can I expect to receive my deposit account statement(s)?
We will generate a final deposit account statement as of the close of business on March 8, 2013 for all deposit accounts. If you have a business deposit account, statements will be generated on the last day of the month, beginning March 31, 2013. If you have a personal checking account, statements will be generated on the 15th of each month, beginning March 15, 2013. Savings account statements will be generated quarterly beginning March 31, 2013.
Will my current direct deposits or automatic drafts be affected? What about future direct deposits or automatic drafts?
All current direct deposits or automatic drafts will continue to be processed as normal, even if you do not update the routing number. When establishing future direct deposits or automatic drafts, please use SmartBank’s routing and transit number (064209216) and your account number.
How will my online banking and bill pay functionalities change?
Your online banking access will be suspended at 4:00 p.m. CST on Friday, March 8th. In order to access SmartBank’s online banking system, clients must re-enroll on or after Monday, March 11th via SmartBank’s website www.smartbank.net. Bill payment services will be suspended at 4:00 p.m. CST on Friday, March 8th. After conversion and re-enrollment in SmartBank’s online banking, you will be able to access bill payment services. Payees will not convert; therefore, all payees must be re-entered into the system. We recommend that you keep a record of as much of your payee information as possible to facilitate an easy transition. SmartBank associates are happy to assist you in re-entering your payees Please contact your branch for more information.
Will my loan number(s) change and where do I send my loan payment?
Yes. Your loan number will change and beginning March 11, 2013, you can make payments at any branch or send payments to:
P.O. Box 129
Destin, Florida 32540
Will the banking hours stay the same?
Yes. Business hours are 8:30 am – 4:00 pm CST, Monday through Friday.
I understand SmartBank has locations in Tennessee. Can I visit those locations and conduct business?
Yes. Please stop in when you visit the Smoky Mountains. Our offices are located in Pigeon Forge, Sevierville, Gatlinburg, and Knoxville.
What actions do I need to take prior to March 8, 2013?
• Debit Card – When you receive a new card and PIN by mail, please activate it.
• Online Banking History – History will not convert to SmartBank’s online banking system. Should you need this information, please print and retain for your records.
• Bill Payment Payees – We recommend that you print a copy of your current payee information in the bill payment system for ease of reference when establishing payees post-conversion.
• Review Disclosure Pamphlet – Please note that a response may be needed regarding the SmartPrivilege Protection Program on pages 10 and 11. A response is needed for the form on pages 12 and 13 regarding overdrafts and ATM and everyday debit card transactions.
What actions do I need to take on or after March 11, 2013?
• Online Banking – You will need to re-enroll on our website www.smartbank.net.
• Bill Pay – You will need to re-enroll and set up payees on our website www.smartbank.net.
• Return Disclosure Pamphlet Deliverables – For authorized overdraft waiver, please return the SmartPrivilege Protection Program document on pages 10 and 11. Please indicate whether you wish to participate in authorized overdrafts by ATM or everyday debit card transactions on pages 12 and 13.
Whom should I contact if I have questions during the process of this change?
Should you have further questions, please contact our conversion hotline at 850.269.5895 during normal business hours, 8:30 am – 4:00 pm CST. Additionally, the hotline will be available extended hours throughout the conversion weekend and the following week (March 8th – 15th) from 8:00 am to 8:00 pm CST.