Frequently Asked Questions

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1 Frequently Asked Questions What is Pinnacle s website address? We have set up a site specifically to help you through the transition. Please visit for more information about Pinnacle and to log into Online Banking with your existing username and password. Will the business hours at my office change? Our hours are not changing. Will my office s phone number change? No. Will any offices be closed? After a thorough review of the locations in our footprint, we made the decision to close a limited number of BNC Bank/Bank of North Carolina offices by the end of the year. We will communicate directly with clients of those locations at least 90 days in advance to advise them of the nearest location and ways to manage finances from anywhere, such as mobile deposit, Online Banking and more. Does Pinnacle have a client service call center? You can reach our Client Service Center based in High Point, NC at (800) to speak to a live person during business hours. Does Pinnacle have an automated number? You can reach our self-service, automated line anytime at (877) Your Account Will my account number change? The vast majority of account numbers will not change. However, there was a small amount of duplicate account numbers between BNC Bank/Bank of North Carolina and Pinnacle. Affected clients will receive information about the transition and new checks. Will my routing number change? Not at this time. Please keep using the same routing number. You will continue to receive your ACH deposits and direct deposits. Are wire instructions changing? Not at this time. You will continue to schedule wire transfers as usual. Will ACH debits and drafts continue to post to my account? Any automatic debits tied to your account will continue to occur. Any drafts tied to your debit card number will need to be updated. 10

2 May I continue to use my BNC Bank/Bank of North Carolina checks? You can continue to use your current supply. If you use a third-party check vendor, don t update your routing number when you place a new order. You can reorder checks online at or through our Client Service Center at (800) Will my automatic transfers between accounts remain the same? Will my statement cycle date change? No. All statement cycles will stay the same. Will I continue to receive an estatement on my account? If you are currently signed up to receive an estatement, we will continue to send you one through Online Banking. If I currently have Bounce Protection or Cashline, will this feature remain in place? Pinnacle offers Overdraft Privilege, which is similar to Bounce Protection, and Overdraft Protection Line of Credit, which compares to Cashline. In addition, Pinnacle provides overdraft transfers between accounts at no charge to you. Will my Bounce Protection or Cashline limits remain the same? Does Pinnacle limit the number of overdraft fees charged in a 24-hour period? The daily limit for all consumer accounts is five. For business accounts, the maximum number is five if a debit card is attached to the account. If a debit card is not associated with the account, there is no limit. We assess the fee when the account is overdrawn by any amount. How will transactions post to my checking account? Your transactions may not be processed in the order in which they occurred. In the normal course of business, deposits are posted to your account first. Payments against your account are processed by category in the following order: rejected items from previous business day, teller cashed items at Pinnacle offices, ATM withdrawals, debit card transactions, in-person withdrawals, checks, and Automated Clearing House (ACH) items. Items within each category will be paid smallest to largest with the exception of checks, which are paid in sequential check number order. We reserve the right to change the order of payment without notice to you if we suspect fraud or possible illegal activity affecting your account. 11

3 Frequently Asked Questions How soon are my funds available after I make a deposit? In most cases, Pinnacle makes your funds available to you on the day we receive your deposit. Here s how it works: Consumers and businesses who make a deposit will see the credit in their available balance. We allow clients to write checks, withdraw money at an ATM or use their debit card on available balance. Please remember that even after we have made funds available to you, and you have withdrawn the funds, you are still responsible for checks you deposit that are returned to us unpaid and for any other problems involving your deposit. Businesses that use sweep accounts or wire money still receive same-day credit for deposits. However, if you have checks that are drawn on another bank (non-pinnacle checks), these funds are not available to sweep or wire until the next day. If you deposit funds through mobile or remote deposit, they are made available on the same day when received before the cut-off time (with the exception of commercial sweeps). For more information, see the enclosed depositor agreement. Will my interest rate on my checking and savings account change? Not at this time. We are converting all accounts at their current rate. If I have accounts at both BNC Bank/Bank of North Carolina and Pinnacle, will they be insured separately by the FDIC? No. If you have questions about your FDIC coverage, please let us know. Will I receive the accrued interest if I close my account? No. If you close your account before interest is credited, you will not receive the accrued interest. Debit Cards and ATMs Will my debit card PIN change? When you receive your new debit card, you will also receive instructions on how to set a new PIN. You can change your PIN via phone and do not have to visit an office or ATM to make this change. Are there daily limits on my debit card? For the protection of your account, we have a standard daily limit of $2,500 at the point of sale and $500 at an ATM. If you already have a higher limit on your card or are in a product that offers a higher limit, it will not change. There may be times when you need to make a purchase higher than the standard limits. If so, just call our Client Service Center at (800)

4 May I access all of my accounts through my debit card? You can access a primary checking account and a savings account using your debit card. What should I do if my new Pinnacle debit card is stolen? Please contact us at (844) or call your local office immediately to report your card lost or stolen. Our Client Service Center will also provide the best option for getting a replacement card quickly. Please note that you will not be able to manage your debit card through the mobile banking app. Text alerts will continue to be available in instances of suspected fraud. What should I do if I have automatic payments linked to my debit card? You will need to update the card information tied to the payment once you activate your Pinnacle debit card. Consider tying automatic payments to a credit card. I currently have an Elan credit card through BNC. What will happen to it? Does Pinnacle offer credit cards? Elan may reissue your card as an Elan-branded card, and the terms and conditions will remain the same. Pinnacle offers a variety of MasterCard credit cards, and any of our associates can help choose the right one for you. Does Pinnacle offer Apple Pay, Samsung Pay and Android Pay? Pinnacle s consumer credit and debit cards are available for use with all three payment services. Where can I find the MasterCard Guide to Benefits? You can find the MasterCard Guide to Benefits at Can I make the same transactions at ATMs that I used to? For the most part. You will be able to access only one checking account and one savings account at an ATM initially, but we will add the functionality to access multiple checking and savings accounts over time. I have an ATM card. Will I receive a new one? Pinnacle does not issue ATM-only cards. You will receive a Pinnacle debit card that you can use at ATMs. Online Banking and Bill Payment How do I log into Pinnacle s Online Banking? Your Online Banking system is not changing at this time. You will simply go to and log in with your existing username and password. Will I see the same accounts in Online Banking? Yes, but the product names may be different. You ll notice the branding has changed to Pinnacle, but the functionality will remain the same. 13

5 Frequently Asked Questions Will my recurring transfers continue to occur? How will my online bill payments be processed during the transition? Because the Online Banking system is not changing, bill payments will occur as scheduled. Mobile Banking I currently use BNC Bank/Bank of North Carolina s mobile app. Will I need to download the Pinnacle app after transition? No. You will continue to use the same app, but you may have to update it on your phone to see a new icon that reflects the Pinnacle brand. I currently use mobile deposit. Will I still have access? Business Banking If I currently use cash management services (lockbox, remote deposit capture, ACH, positive pay), when will I receive information? You will continue to use most of the same services. We will work directly with treasury management clients to ensure you are ready for any changes that will come when we move to a unified platform in If I have questions regarding my analysis account, who should I contact? Your pricing structure will stay the same. If you have any other questions, please contact our treasury management support team at (855) Certificates of Deposit (CDs) and Individual Retirement Accounts (IRAs) Will my CD and IRA continue to earn the same interest rate until the maturity date? Pinnacle will honor all rates and terms for existing CD/IRA accounts. How do I renew my CD or IRA? Fifteen days prior to your maturity date, you will get a notice. If you do nothing, your CD will automatically renew to one with simple interest at maturity. If you would like to make changes, simply call or come into an office. 14

6 Will I receive a renewal notice on my CD? You will receive a renewal notice 15 days prior to maturity. Will I receive a statement on my IRA? You will receive an IRA annual statement every January and a renewal notice 15 days prior to maturity. Loans Will the terms of my BNC Bank/Bank of North Carolina loan change? No. Pinnacle will honor all rates, terms and conditions on existing loans. Will my loan account number change? No. Unless you ve already been notified, your account number will not change. Should I continue to use my BNC Bank/Bank of North Carolina home equity line of credit or line of credit checks? You can continue to use your checks until you need to reorder. How do I make loan payments? If your payment is automatically drafted from your account, there is no change for you your payments will continue to occur. There are several options for loan payments, and you can choose whatever method works best for you. We offer: Automatic drafts. Visit your office or ask an associate to help set this up. Online payments. If you have a Pinnacle deposit account, you can pay your loan through Online Banking. Call our Client Service Center for more information about how to make electronic payments at (800) If you prefer to mail your payments, simply use the return envelope in your statement and send to this address: Pinnacle Financial Partners, P.O. Box , Nashville, TN