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Our Customer Service Center is available 7 days a week to help with your banking questions or account inquiries. Some popular questions are found in this section.

Online Banking

Q: Is my account information displayed in "Real Time" on Marquette Bank's Online Banking?

A: Yes, Marquette Bank's Online Banking system provides "real time" account information. For example, when you transfer funds between accounts, your balance is updated automatically and instantaneously. It is similar to when you make an ATM withdrawal - your balance is updated without delay 24-hours a day, 7 days a week.

Q: How long will my account activity be available on Marquette Bank's Online Banking?

A: Marquette Bank's Online Banking supports approximately 90-days of history.

Q: What types of accounts can I see on Marquette Bank's Online Banking?

A: You are able to see all deposit accounts (checking, savings, money market, CDs and IRAs), mortgage loan and consumer loan accounts.

Q: When I try to sign on to Online Banking I receive an error message saying that I had an invalid login attempt. What happened?

A: It is possible that you have entered your User ID and/or Password incorrectly. The password is case sensitive, so we recommend that you verify that your Caps Lock button is either on or off, depending on how you initially entered it, and that you have typed the password correctly. Also, when entering your User ID, make sure you do not include the dashes. If you still are unable to access your account information, please select the Forgotten Password Option found on the main page you use to login to Marquette Bank's Online Banking system. Of course, you can always call Customer Service, toll-free at 1-888-254-9500. We are available Monday through Friday from 7:00 a.m. to 8:00 p.m. (CST) and Saturday from 8:00 a.m. to 4:00 p.m. (CST) and Sunday from 8:00 a.m. to 12:00 noon.

Q: Can I place a stop payment on a check through Marquette Bank's Online Banking?

A: Yes. Simply sign into Online Banking, select "Online Services" option. Next, complete the stop payment and submit. Please note that all fees associated with stop payments will apply.

Q: Can I stop a single payment or a recurring payment in Bill Payment?

A: Yes. Simply access our Online System and select Payment Manager, then View and Pay Bills, select the payment you want to cancel through the Pending Payments screen. If you wish to cancel a recurring payment, you may also do so by accessing our Online Banking system through the View and Pay Bills screen and then select the recurring payment you want to cancel. Remember this must be done at least 24-72 hours before the payment is to process. Or contact Bill Payment at their special toll-free number: 1-855-695-9366 to request that a payment be stopped or canceled. Please note that all associated fees apply when requesting to stop a payment after the payment has been issued.

Q: How are my bills actually paid?

A: Marquette Bank's Online Banking transmits all your bill pay requests to our bill payment service around 12:00 p.m. CST (1:00 p.m. EST) each day, Monday through Friday. The business day after we transmit the payment request, the bill payment service determines if your payee will accept your payment electronically or if a check needs to be sent. Once this is determined, your payment is sent and the funds are deducted from your checking account. Typically the funds are deducted from your account on the day that you have selected to pay the bill.

Q: Is there a dollar limit for External Transfers or Bill Payment Transfers?

A: Yes, $1,000.00 daily for External Transfers, $9,999.99 per payment for Bill Pay, $19,999.99 per combined payments and $1,000.00 for Pay to People.

Q: What if I need a copy of a Bill Payment check submitted by Marquette Bank's Online Banking?

A: Simply contact Bill Payment at their special toll-free number: 1-855-695-9366

Q: Why is it that when I make purchase transactions there are times the payees are noted on my account and other times when they're not?

A: Although your account has been debited, your purchase transaction has not been settled. Once settled, the payee will be reflected on your account.

Q: Does available balance include Overdraft Privilege?

A: No.

Q: I cannot successfully send an email using the "Email" link. Why is this?

A: It is likely that your browser is not configured to use this feature. Please use your normal email software or service to send your message directly to us at the following email address: marquetteservice@emarquettebank.com.

Q: How do I access Online Bill Pay using the Safari Browser (Apple)?

A: You can access Online Bill Pay successfully after changing the setting for 32/64 bit mode.

  1. Close Safari if it's open
  2. Open the info window for Safari through finder (via right-click from the dock)
  3. Expand the "General" area
  4. Uncheck "Open in 32-bit mode"
  5. Close the info window and restart Safari

Online Statements

Q: What are Online Statements?

A: Online Statements provide online electronic delivery of your monthly statement, which will take the place of your mailed paper statement.

Q: Is there a fee for Online Statements?

A: There is no charge for Online Statements. It is absolutely FREE!

Q: When will I receive my Online Statements?

A: Your Online Statements will be available every fifth day of the month.

Q: What if I need more information or assistance?

A: To learn more, click "Live Help" to chat with our Customer Service Center, email or call us toll-free at 1-888-254-9500


EMV Chip Debit Card

Q: What is a chip card/EMV card and why will I get one?

A: A chip card – also known as an EMV card or smart card – is a global standard of cards equipped with computer chips and technology to authenticate chip card transactions. Giving you a chip card is our way of providing you an extra layer of security when you pay with your debit card in person or at an ATM. Chip cards can be used anywhere you use your current card, but the chip technology only works at businesses that have chip-enabled equipment.

Q: How do I use my chip card to make a purchase?

A: Chip cards are read in a different way. Instead of swiping the magnetic stripe, you’ll insert your card into a slot on the card reading terminal (facing up) and leave it there. Provide your PIN or signature as prompted. When the transaction is complete, the terminal will instruct you to remove your card. When the card is inserted, it will take a little bit longer for the transmission of data to occur than when you swipe with a magnetic stripe.

Q: How exactly is this more secure than the magnetic stripe card?

A: The chip generates a unique, one-time use code each time you insert your card at an EMV chip-enabled terminal. If a criminal captures the data and the one-time code, the information can’t be used to create fake cards.

Q: When will I get my chip card?

A: Each card issuer is sending their customers new chip cards on different schedules. The Marquette Bank debit cards with the chip technology are scheduled to start going out in the first quarter of 2016. If your current card is set to expire before then, you will receive a card with a magnetic stripe only. You will receive your new chip card in 2016.

Q: How long will my current magnetic stripe card work?

A: Your current card will continue to work as we migrate to the new EMV technology. Your current card will be deactivated shortly after you receive your new chip card.

Q: Will my card number be the same?

A: As an added layer of security, we will be changing all card numbers when you receive your new chip card. Your debit card alerts will transfer to the new card. However, you will need to recreate your automatic direct debit transactions.

Q: If a business does not have EMV enabled equipment will my chip card still work?

A: Yes, the chip cards being issued now during the migration phase will have the chip technology and the magnetic stripe.

Q: How do I know if I should swipe or insert when making a purchase?

A: The terminal will walk you through the steps. If your card is chip enabled and you try to swipe the magnetic stripe, an error will appear and the terminal will prompt you to insert your card and leave it there while the transaction is completed. If you try to insert your card and the terminal is not ready to accept chip cards, an error will appear and the terminal will instruct you to swipe your card.

Q: What will happen when I use my chip card at an ATM?

A: This will depend on the type of ATM. If your card is visible when you place it in the terminal, then insert and remove your card like you would now. The ATM will recognize your card as being chip enabled and prompt you to insert the card again and leave it inserted. The ATM will hold your card there until the transaction is complete. Follow the prompts to complete your transaction. Do not try to remove your card until the ATM instructs you to do so.

If your card is not visible when you place it in the terminal, a chip enabled ATM will recognize your card. The ATM will hold your card until the transaction is complete. Follow the normal prompts to complete your transaction and remove your card when instructed to do so.

Q: How will online purchases be handled?

A: You will use your chip card for online purchases in the same way you do with your current card.

Q: Is my card equipped with chip-and-PIN or chip-and-signature?

A: When completing your transaction, use chip and signature. If the terminal is not able to process signatures, it will prompt you to enter your PIN.

Q: How do I change my PIN?

A: The same way you do now – at any Marquette Bank ATM or online at https://www2.consumercardaccess.com/main/debitcardaccess/Home

Q: Will my new chip card have a tap and pay feature?

A: At this time our cards can’t be used for tap and pay.


Mobile Check Deposit

Q: Who is eligible for Mobile Check Deposit?

A: Customers who have a Personal or Business Checking, Savings, or Money Market (with the exception of ReStart Checking) account that’s in good standing and has been opened a minimum of 30 days can use this free service.

Q: Can I make my opening account deposit through Mobile Check Deposit?

A: No, at this time the Mobile Check Deposit cannot be used to initially fund a new account. This feature will not be available until 30 days after the account opening.

Q:What if an account is not listed in Mobile Check Deposit?

A: In most cases, eligible accounts will automatically be signed up for Mobile Check Deposit. If you have an eligible account that has not been enabled, please call us at 1-888‐254‐9500 for assistance. Please note that accounts are pre‐qualified prior to being authorized for use with this service.

Q: Are there any limits on the dollar amount of deposits I can submit?

A: Yes. $2,500 per day & 3 checks per day. You cannot deposit more than $5,000 via Mobile Check Deposit within a 7 day time period.

Q: How do I endorse my check for Mobile Check Deposit?

A: You should sign you check with the following endorsement:

  • For Deposit Only
  • Your Signature
  • Your Account Number

Q: What types of checks can't I deposit with Mobile Check Deposit?

A: Ineligible Items

  • ​Checks previously returned to you unpaid for any reason. 
  • Checks previously converted to a substitute check or an image replacement document.
  • Checks that contain evidence of any alteration or that you suspect may be fraudulent or otherwise not authorized. 
  • Checks that are payable to another person or entity and then endorsed by you.
  • Checks drawn on an institution outside of the United States, or not payable in U.S. currency.
  • Checks that are postdated or more than six months old.
  • Checks payable to Cash.
  • Travelers Checks.
  • Money Orders, Foreign Items, Savings Bonds, or Third Party Checks that are otherwise not acceptable under the terms and conditions of your Bank account agreement.  

Q: How will I know if Marquette Bank received my deposit?

A: You will receive a notification by email when your deposit has been received. When your deposit is processed, you will receive a second email notification on the status of your deposit. This email will indicate if the deposit was approved or declined for processing. If declined, a reason will be provided. Once your deposit has been processed you will receive another email. If your deposit is approved before our daily 5:00 p.m. cutoff time, your deposit will post to your account on the next business day. Funds availability may be limited under certain conditions. You may view your transaction history in Mobile Banking or Online Banking once your deposit has been processed You may also check the Marquette Bank website for more information on Mobile Check Deposit  and holds or call 1-888‐254‐9500.

Q: Do I photograph both the front and the back of my check?

A: Yes. During the deposit process, you will be required to photograph the front and back of your check.

Q: Can I photograph more than one check at a time?

A: You may photograph multiple checks in the same mobile banking session; however you may only photograph one check per deposit. We suggest you keep the check for 10 days. Afterwards, you may securely destroy the check. Do not VOID the check after submittal in the event the deposit is not approved and needs to be re‐submitted. 

Q: What if the check image I photographed is bad?

A: You have the option to retake photographs of the check before submitting or you may cancel the deposit. Also, the system will notify you if the image is unclear for processing. If you are unable to photograph a clear image, please bring your deposit to any of our Branch locations.

Q: What if I submitted a deposit for the wrong amount? Do I need to resubmit the deposit?

A: No, you do not need to resubmit your deposit. If you entered the wrong amount for the deposit, our operations department will correct the deposit amount.

Q: What if I submit the same deposit twice in error?

A: If the same deposit is submitted twice, it will be identified and stopped by our process. Should this occur, you will receive a declined deposit notification for the second deposit received through the Mobile Check Deposit service.

Q: What if I submit the same check to Marquette Bank and another financial institution?

A: The financial institution where the funds are being debited will submit a chargeback notice to one of the depositing financial institutions.

Q: A check I submitted was returned, can I resubmit it?

A: If a deposit is returned, please do not re‐deposit the check with the Mobile Check Deposit feature. You will receive a notice from Marquette Bank through the US Postal Service if a deposit is returned.

Q: How would I know why my deposit wasn’t accepted and what action should I take?

A: You would receive an email letting you know why your deposit was declined. Below is a list of decline reasons and actions you should take.
 

Decline Reason Action you should take
A duplicate check was detected Do no resubmit
A foreign check was deposit Do not resubmit, take item to local branch for collections
Account number is missing from endorsement Correct item and resubmit
Check missing date Do not resubmit
Duplicate Deposit Do not resubmit
Endorsement does not match account selected for deposit Do not resubmit
Missing signature on check Do not resubmit
Non-negotiable item Do not resubmit
One or more deposit limits exceeded Take to local branch for deposit
Other Contact 1-888-254-9500
Poor image quality was detected that requires you
to re-scan your deposit
Resubmit
Signature is missing from endorsement Correct item and resubmit
Post-dated check Resubmit once the check date is met
Stale-dated check Do not resubmit
The check deposited is missing endorsement Correct item and resubmit
The check deposited is not eligible for remote deposit Take to local branch for deposit
Third Party Check is not eligible for remote deposit Take to local branch for deposit
Your daily deposit limit was exceeded Take to local branch for deposit

Q: Are there any fees?

A: There is no fee for consumer accounts. For business accounts the standard deposit fee of $1.00 per deposit will apply, but Mobile Check Deposits will not count toward your number of transactions allowed in a Small Business checking account. Also, check with your mobile phone provider about data fees.


Safe Deposit Boxes

Q: Can the Bank enter a safe deposit box without the customer?

A: A safe deposit box requires the use of two (2) keys for entrance. One (1) key is maintained by the customer, and the other by the Bank. Neither key will work without the other. Therefore, Bank employees cannot open the safe deposit box without the customer.

Q: When is drilling necessary for a safe deposit box?

A: If the customer loses the keys to the safe deposit box, the customer should notify the Bank. The Bank will then make arrangements for the safe deposit box to be drilled, so the customer can receive new keys or a new box.

If the customer is seriously delinquent on safe deposit box fees, the Bank can proceed with action to drill the safe deposit box. The fee for drilling the safe deposit box is $150.00. The customer is sent numerous notifications prior to this action.


Policies & Procedures

Q: Why is a customer sometimes asked to show identification?

A: A banking representative sometimes asks a customer for identification as a protective measure for both the person and the Bank. Signatures may change slightly over time, and therefore not match those in our files. The request for identification is another way to validate that the correct person is requesting the transaction.

Q: When are statements issued and mailed?

A: Statements on checking accounts are issued and mailed on a monthly basis. Statements on savings accounts are issued quarterly, unless there is activity for that month. In that case, it would be issued monthly. The date of statement issuance is determined by the account number, and maintained on a consistent basis while the account is open.

Q: Does Marquette Bank have an Internet Privacy Statement and where can I find it?

A: Yes, we maintain a Privacy Statement which provides information on privacy and security issues along with other disclosure information which are accessible at anytime on this site by clicking on the Member FDIC / Equal Housing Lender logos.


Out of Country/State Travel

Q: What should I do to prevent any interruption in my ATM or debit card service while traveling?

A: If you are traveling (out of state or out of country), please notify us so that we can assure that you have the ability to use your card during your trip. Otherwise, our fraud detection system might incorrectly designate your card as having out-of-market card activity and decline transactions. This advanced fraud detection helps protect your account from fraudulent transactions.

Call 1-888-254-9500 and let us know the dates you will be away to ensure your card works properly while you are away. All international transactions are scrutinized for your protection. If you are considering buying something from a website in a foreign country, call 1-888-254-9500 before you purchase.


Direct Deposit

Q: What is direct deposit?

A: Direct deposit is a safe and secure way to have your money deposited directly into your checking or savings account. The most common use of direct deposit is for payroll. When you use direct deposit, you allow your employer to electronically transfer money into your account. So instead of taking the time to deposit a check yourself, the money will automatically be deposited into your account on an agreed-upon date. It's that simple.

Q: Why use direct deposit?

A: Direct deposit offers you many advantages over checks, including:

Security: With direct deposit, you don't have to worry about lost, stolen and misplaced checks

Reliability: You no longer need to wait for your check to arrive in the mail. You can have peace of mind knowing your money will always be in your account on time.

Flexibility: Direct deposit is most often used to deposit money into a checking or savings account. If you decide to switch accounts or change financial institutions, it's easy to change your direct deposit arrangements. Simply fill out a form and provide your written authorization.


Convenience: No more special trips to cash your check - a nice feature if you're busy, on vacation or away on business.

 

Q: What do I need to know about direct deposit?

A: The following information will help you understand your rights when using direct deposit. You'll find some commonly asked questions by consumers who, like you, are considering signing up for direct deposit. The answers to these questions are meant to explain many of the benefits direct deposit offers, along with the responsibilities of the participating organizations and financial institutions.

Q: What types of payments can be made by direct deposit?

A: Direct deposit can be used for any ongoing, regularly scheduled payment, including: Payroll payments from your employer; Benefit checks from the federal government, such as Social Security, Supplemental Security Income, Civil Service, Railroad Retirement and Veterans payments;

Benefits issued by state governments, such as retirement and unemployment payments; Pension payments; and Income from your investments, such as certificates of deposit, annuities and mutual funds.

Some organizations are also using direct deposit to deliver occasional payments, such as tax refunds, business travel advances and tuition reimbursements.

Q: How can I receive direct deposit of a government check?

A: You may request direct deposit of a government check, such as social security, disability, veteran's benefits, or others, by completing a direct deposit authorization form. If you already receive direct deposit of a check to another institution, and want to make a change, a new authorization form should also be completed, signed and returned to us. The checking or savings accounts should be titled in the same manner as the check.

Q: How do I receive direct deposit of a payroll check?

A: You may request direct deposit of a payroll check initially by contacting your employer. Next contact us for a specification form along with an account number.

Q: How do I begin using direct deposit?

A: Ask your payor if it offers direct deposit. If it does, simply state that you want to sign up for the service, and your payor will provide you with what you need to get started. If it doesn't offer direct deposit, state why you would like the service and encourage your payor to offer direct deposit.

Q: How is money deposited into my account?

A: The payor's financial institution will electronically instruct your financial institution to credit your account for the amount owed to you on the predetermined date. Your institution then deposits this money into your account and charges the payor's account. You do not need to have an account at the same financial institution as your employer or payor.

Q: When can I access the money deposited into my account?

A: Your money will be available for you the morning of the payment date. In most cases, your money is deposited even before your financial institution opens for business! This is quicker than if you deposit a check with a teller, in which case you might not have access to your funds until the next day or later.

Q: How can I be sure my deposit was made?

A: Many employers that use direct deposit for salary payments distribute pay stubs on payday that show how much money was deposited into your account. However, most government agencies do not issue these stubs. If your payor does not give you a stub, your financial institution should notify you within two days after it receives the deposit or provide you with a telephone number you can use to check the status of your deposits. The deposit also will be shown on your monthly account statement. TIP: If you receive a stub from your payor, keep it for your records.

Q: What if there is a discrepancy between my account statement and the deposit notice I received from the payor?

A: Notify your financial institution and payor immediately. You have up to 60 days from your account statement date to notify your financial institution in person, by telephone or in writing of an unauthorized deposit or incorrect deposit amount. (If you notify your institution in person or by telephone, you may also be required to provide a written confirmation within 10 business days.) If the institution needs more than 10 business days to investigate and resolve your situation, it must credit the amount in question to your account during the investigation.

Q: Do I need an account at a financial institution to use direct deposit?

A: Yes. An account at a financial institution is necessary for you to receive deposit payments. Some institutions offer free or low-cost checking or savings accounts when you use direct deposit, so be sure to compare the services in your area.

Q: Can I stop using direct deposit if i change my mind?

A:Yes. If you decide you no longer want to use direct deposit, just contact your payor. It will tell you how to cancel the service. Most organizations will ask you to put your request in writing.

Q: With direct deposit, can the payor take money out of my account or obtain confidential information about me through my financial institution?

A: With the exception of the Social Security Administration, you are the only one who can approve the withdrawal of money from your account. Neither your employer nor any other organization sending you payments by direct deposit, including the government, can obtain your account balance or any other personal information. Your payor only has access to the information you provided when you began direct deposit. Actually, receiving your money by direct deposit is more confidential than being paid by check because fewer people are involved in the delivery and deposit of your payment.

Q: Where Can I Get More Information?

A: The above questions and answers are based on the Federal Reserve System's Regulation E, which regulates electronic fund transfers in the United States. Some electronic payment transactions, including wire transfers and the sale and purchase of securities and commodities, are not covered under Regulation E. The National Automated Clearing House Association also maintains and publishes rules for the Automated Clearing House service; however, the information in this guide only reflects provisions from Regulation E. To receive a copy of Regulation E, which outlines the legal requirements for consumers, businesses and financial institutions who use direct deposit, you can contact the Public Affairs Department at the nearest Federal Reserve Bank.


Non-Contact Request Procedure

The following links should be used by non-bank customers register to be removed from future mailing lists:
 

  1. Do Not Contact List (Main Site)
  2. Register Yourself on Do Not Contact List
  3. Register on Deceased List
  4. Register on Caregivers List
     

There’s no cost to register online with the Direct Marketing Association (DMA).  Consumers can set their own preferences for the types of mail they would like to receive, in addition to adding or removing their names from individual commercial and non-profit lists.  Keep in mind that the removal process usually takes a couple of months to apply.