Personal Online Banking

Florence Bank (the "bank") is pleased to offer its customers ("your") Online and Mobile Banking ("Online Banking"). This agreement and disclosure statement contains the rules and regulations covering "Electronic Fund Transfers" ("EFTs") made to consumer accounts using Online Banking. When you authorize the bank to accept EFTs made to your account using Online Banking, you agree to comply with the terms and conditions of this agreement and disclosure statement. Please read this agreement and disclosure statement carefully because it tells you about your rights and responsibilities for EFT transactions processed using Online Banking. You should keep this agreement and disclosure statement for future reference.

Online Banking through Quicken is inclusive of the terms and conditions of this Electronic Funds Transfer Disclosure including but not limited to transaction limits, transaction processing, and system availability. For more information on Online Banking through Quicken, please contact the Customer Service Center using the information below. 

Electronic Banking Transactions 

After you have registered for Online Banking, you are responsible for safeguarding and maintaining your user ID and your password. You may access your account(s) using your user ID and your password to do the following:

Limitations

Electronic withdrawals and transfers are not permitted on certain accounts (e.g. passbooks and certificates of deposit).

The following limitations apply to your accounts: 

Bill Payment Limitations

A $25,000 per transaction limit applies. Please see the Bill Pay Terms of Service for additional restrictions.

Transfer Limitations

Pay a Person (P2P) Payment Limitations

• Pay a Person (P2P) Payment Service enables you to initiate a payment from one of your Eligible Transaction Accounts at Florence Bank, to another Recipient's account at any U.S. financial institution, $2,500 per transaction.
• The recipient must accept the transaction within ten calendar days. Failure to accept the transaction within the ten day window will result in an unsuccessful transaction attempt, and another Pay a Person (P2P) payment will need to be initiated. 
• The recipient has three attempts to accurately answer the security questions to receive the funds. Once they have reached the maximum number of attempts, the transaction status will be updated as failed, and another Pay a Person (P2P) payment will need to be initiated. 

All transfers and payments are subject to the available balance in your account. At your option, you may want to limit access by electronic means to one or more of your accounts.

Card Control Services Limitations

• The Card Control Service gives you the ability to control how and where your Florence Bank debit card is used.
• In order to utilize the Card Control Service you must download and access the Florence Bank mobile app. 
• You must own an active Florence Bank debit card.
  
  

Mobile Carrier Agreements

You are subject to the terms and conditions of your agreement(s) with the provider of wireless communication services ("Carrier") for your device. The bank is not affiliated or associated with the Carrier. This Agreement does not affect your agreement(s) with Carrier. Those agreements maybe subject to fees, limitations and restrictions which might impact your use of the bank’s mobile app (for example, a mobile service carrier my impose data usage charges for using the app and receiving notifications), you are solely responsible for all such fees, limitations and restrictions. 

Right To Documentation

Each month you will get a statement of your account activity when you have an electronic fund transfer. Any documentation provided to you which indicates that an electronic fund transfer was made will be admissible as evidence of the transfer and will constitute prima facie proof that the transfer was made.

Inability to Stop Payment on Certain Electronic Fund Transfers

The initiation by you of certain electronic fund transfers from your account will effectively eliminate your ability to stop payment of the transfer. Unless otherwise provided in this agreement, you (the consumer) may not stop payment of electronic fund transfers, therefore you should not employ electronic access for purchases or services unless you are satisfied that you will not need to stop payment. 

Canceling Transfers

You can use Online Banking to cancel a pending transfer provided you cancel no later than 11:59 PM (Eastern Standard Time) of the day before the transfer is scheduled to be made.

Canceling Pay a Person (P2P) Payments

You can use Online Banking to cancel a Pay a Person (P2P) payment only if it is in ‘pending” status.

Unauthorized Transfers

Tell us AT ONCE if you believe your password and user ID have been lost, stolen or if you believe that an electronic fund transfer has been made without your permission. Telephoning is the best way to keep your possible losses down. You can lose no more than $50 if you fail to give us notice of your lost or stolen password and user ID and they are used without your permission. If you think your password and user ID have been lost or stolen or that someone has transferred or may transfer money from your account without your permission, call us at the telephone number listed below, or write us at the address listed below.

Error Resolution

In case of errors or questions about your electronic transfers, telephone or write us at the telephone number or address listed in this agreement and disclosure statement as soon as you can, if you think your statement or receipt is wrong or if you need more information about a transfer listed on the statement or receipt. We must hear from you no later than 60 days after we sent you the FIRST statement on which the problem or error appeared.

(1) Tell us your name and account number (if any),

(2) Describe the error or the transfer you are unsure about, and explain as clearly as you can why you believe it is an error or why you need more information, and

(3) Tell us the dollar amount of the suspected error.

If you tell us orally, we may require that you send us your complaint or question in writing within ten (10) business days.

We will determine whether an error occurred within ten (10) business days after we hear from you and will correct any problem promptly. If we need more time, however, we may take up to 45 days to investigate your complaint or question. If we decide to do this, we will credit your account within 10 business days for the amount you think is in error, so that you will have the use of the money during the time it takes us to complete our investigation. If we ask you to put your complaint or question in writing and we do not receive it within 10 business days, we may not credit your account.

For errors involving new accounts, point- of-sale, or foreign-initiated transactions, we may take up to 90 days to investigate your complaint or question. For new accounts, we may take up to 20 business days to credit your account for the amount you think is in error

We will tell you the results within three business days after completing our investigation. If we determine that there was no error, we will send you a written explanation. You may ask for copies of the documents that we used in our investigation.

Bank Liability

If we do not complete a transfer to or from your account on time or in the correct amount according to our agreement with you or complete all of your PayItNow™ payments properly, we will be liable for your losses or damages. However, there are some exceptions. We will NOT be liable, for instance:

1. If, through no fault of ours, you do not have enough money in your account to make the transfer. 
2. If you have an overdraft line and the transfer would go over the credit limit.
3. If the automated teller machine where you are making the transfer does not have enough cash. 
4. If the terminal or system was not working properly and you knew about the breakdown when you started the transfer. 
5. If circumstances beyond our control (such as fire or flood) prevent the transfer, despite reasonable precautions that we have taken.
6. If a PayItNow™ payment is refused or returned by Recipient or Recipients Financial Institution
7. If you have not provided us with the correct information, including but not limited to the correct PayItNow™ payment or Eligible Transaction Account information, or the correct name, mobile phone number or e-mail address of the recipient to whom you are initiating a PayItNow™ payment.
8. There may be other exceptions stated in our agreement with you.
   
   

Disclosing Information to Third Parties

In order that your privacy may be protected, we will not disclose any information about you or your account to any person, organization, or agency, except:

1. For certain routine disclosures necessary for the completion of a transfer; or
2. For verification of the existence and condition of your account for a credit bureau or merchant; or
3. To persons authorized by law in the course of their official duties; or
4. To our employees, auditors, service providers, attorneys or collection agents in the course of their duties; or
5. Pursuant to a court order or lawful subpoena; or
6. To a consumer reporting agency as defined in Chapter 93 of Massachusetts General Laws.

If an unauthorized disclosure has been made, we will inform you of the particulars of the disclosure within three (3) days after we have discovered that an unauthorized disclosure has occurred.

Protected Consumer Use

Chapter 167B of the Massachusetts General Laws was enacted to provide a means for financial institutions, businesses, and consumers to conduct their business relations more conveniently. Transferring funds electronically will supplement the use of checks, credit, and cash and will not replace these present methods of doing business. As a consumer, you should be aware of your rights if you choose to utilize Online Banking.

1. Prohibition of Compulsory Use . No person may:
   a. require you to use a preauthorized electronic fund transfer as a condition of an extension of credit unless the credit is being extended in connection with an overdraft checking plan, or is being extended to maintain a specified balance in your account, or
   b. require you either to accept a transfer service or to establish an account which is accessed electronically as conditions of employment or receipt of governmental benefit, or
   c. require you to pay electronically for the purchase of goods or services, and 
   d. if your account is to be credited by a preauthorized transfer you may choose the financial institution to which the transfer may be made, if the institution is technically capable of receiving such preauthorized transfer. 
2. Waiver of Rights . No writing or agreement signed by you can waive the rights conferred to you by Chapter 167B of the Massachusetts General Laws unless you decide to waive these rights in settlement of a dispute or action.
3. Refunds. If it is the policy of a store or retail business to give cash refunds in return for an item purchased by cash, then this policy must also cover refunds for items purchased by electronic fund transfer unless it is clearly disclosed at the time the transaction is consummated that no cash or credit refunds are given for payments made by electronic fund transfers.
4. Suspension of Obligations. If a person agrees to accept payment by means of an electronic fund transfer and the system malfunctions preventing such a transfer, then the consumer’s obligation is suspended until the transfer can be completed, unless that person, in writing, demands payment by other means.
5. Prohibited Means of Identification. Your social security number cannot be used as the primary identification number although it can be used as secondary aid to identify you.
6. Criminal Liability. Procuring or using a card, PIN or other means of electronic access to an account with the intent to defraud is a basis for criminal liability.
   
   

Contacting Florence Bank

To report an unauthorized EFT, make an inquiry, notify us of a complaint, or to seek resolution of a problem, you can call us at 413-586-1300 or toll free at 1-800-644-8261 and ask for our Customer Service Center, email us at customerservice@florencebank.com, or you can write us at 85 Main Street, Florence, MA 01062, Attention: Customer Service Center. 

Joint Accounts

You agree that we may provide online banking services or other electronic transfer services upon the application or request of any one joint owner and that all joint owners are jointly and severally liable for any misuse of the service and all charges.

Business Days

Our business days are Monday through Friday, excluding federal holidays. 

Inactivity

If you do not use Online Banking for an extended period of time, we reserve the right to terminate your access to this service and request that you re-register online to reactivate your account.

Termination of Agreement

Either of us may terminate this agreement at any time by giving written notice to the other. The termination of this agreement does not terminate your account(s) with the bank. Closing your account (s) to which your EFTs are transacted terminates this agreement simultaneously. You may also terminate this agreement by submitting a secure form via online banking or mobile banking. 

Member FDIC/Member DIF Equal Housing Lender

Rev. 05/2023