Welcome to CBBC Bank's Frequently Asked Questions (FAQ) page! We understand that navigating the world of banking can sometimes be overwhelming, and we're here to make it as smooth and straightforward as possible. This page is designed to provide you with quick and easy access to the information you need about our products, services, and policies.
 
At CBBC Bank, we pride ourselves on offering a wide range of financial solutions tailored to meet your unique needs. Whether you're looking to open a new account, apply for a loan, or simply understand more about our online banking services, our FAQ section is here to help. We've compiled answers to the most common questions we receive from our customers, ensuring you have the information you need at your fingertips.
 
Our FAQs cover a variety of topics, including account management, loan applications, credit card services, and digital banking. You'll find detailed explanations on how to perform everyday banking tasks, as well as insights into more complex financial matters. We aim to provide clear, concise, and accurate information to help you make informed decisions about your finances.
 
If you can't find the answer to your question here, our customer service team is always ready to assist you. You can reach out to us via phone, email, or by visiting one of our branches. We're committed to providing exceptional service and support to ensure your banking experience with CBBC Bank is nothing short of excellent.

BankOnLine

CBBC's BankOnLine tools allow you to manage money without making an extra trip into town or across the county. Check balances, transfer funds, pay bills, and much more from your home, workplace, or anywhere else with internet access. 
You may sign up online by clicking on the Sign In button from the menu at the top of this page and selecting Enroll Now. Alternatively, you can visit any of our branches to get signed up.
We will confirm your identity by using two factor authentication. This is a generated code that is sent to you by one of the following methods. 
  • Text Message/Voice Call
  • Authenticator App
  • Authy
Once a method is chosen, it can only be changed by calling our eBanking support personnel at (865) 977-5900 option 3.
If you have forgotten your password, you will need to click the forgot password option on the login screen to receive a link to create a new one. Alternatively, you can call the eBanking support team at 865-977-5900 option 3 for assistance.
While logged into the BankOnLine system, choose the dropdown menu in the bottom left. Choose "Personal Settings" and navigate to the "Security" tab. You will see an "Edit" option next to both your user ID and password. 
Zelle® is a convenient way to send and receive money with friends, family and others you trust, even if they bank somewhere different than you. Use Zelle® to gift money, pay the sitter, or split the cost of a night out.
 
You can find out more on our Zelle® page.
Yes. Our BankOnLine service is available free of charge to all consumer CBBC Bank customers.
NO! You are the only person who should know your user ID and password for your BankOnLine account. Each owner of an account should have their own user ID and password. 
There are just a few steps to get your account enrolled in eStatements.
 
  1. Choose one of your accounts.
  2. Select the "Settings" option.
  3. Navigate to the eStatements section and choose "Advanced Settings."
  4. From the eStatements portal, check all of the accounts you would like enrolled and hit save.
 
Once you sign up, the next available statement will be available online from that point going forward. If you are needing an older copy of a statement prior to enrollment, give us a call at 865-977-5900 option 3, and we can send you a PDF copy. Printed copies are $2 per statement.
 
BankOnLine allows you to assign a nickname to each of your accounts to make it easier for you to know which one is for what purpose. For example, you can nickname your Cashback Checking account to "Expense Account" and your Personal Savings account to "Vacation Fund." 
 
Steps to assign nicknames:

  1. Choose the account you want to change
  2. Choose "Settings"
  3. Use the "Rename" option

BankOnLine Business

Move money effortlessly at any time of day or night. Monitor balances and key transactions in real time. At CBBC Bank, our BankOnLine solutions help big companies, smaller start-ups and businesses of all kinds increase efficiency while keeping everyday finances on track.
The basic version of BankOnLine Business is free of charge to all businesses. However, the following services are available with additional costs. Contact your banker for cost information.
 
  • ACH Origination
  • Positive Pay
  • Online Domestic Wires
This feature allows you to process your own wire requests securely online. Domestic (within the United States) only. 

Business Bill Pay takes our Bill Pay service to the next level. You can set up dual authority to send out payments, originate payroll files, view scheduled payments, and setup reports for your Bill Pay account. 
Absolutely! Our eBanking team will be available to you during setup and when you go live. We ensure you are up and running with a great experience.

This feature allows businesses to process payroll (direct deposit), business transfers, and collect payments or dues. A monthly fee is assessed for the usage of this product.
 
Positive pay gives you control of all the checks that clear your business accounts. 
 
Contact your banker to get the process going. We need a little information to get your profiles created, and then we'll send you a link to finish the setup process. 


Mobile Deposit

CBBC Bank lets you deposit checks anywhere and anytime you like. It's the fastest, easiest way to get checks into your account.
Once you've downloaded CBBC Bank app, simply launch it on your phone and select "Deposit." Sign the back of your check, take a picture of the front and back sides of the check, choose the account you want to receive the deposit and enter the amount. After confirming the details, tap "Submit." That's all there is to it.
Yes, depositing checks with Mobile Deposit is safe and secure. Every deposit you make is password protected and highly encrypted.
Funds from mobile deposits accepted by 7:00 pm eastern time Monday-Friday will be available by the end of the next business day. Exceptions may occur. Business days exclude weekends and federal holidays.
Yes. These limits are to protect you from fraudulent activity. To view your limits, follow these instructions.
  1. Sign into the CBBC Bank mobile app.
  2. Choose Deposit Check
  3. Select the Deposit Limits button.

For starters, Mobile Deposit saves you the trouble of driving around town to deposit a check. You have better things to do with your time. Plus, mobile deposits go into your account quickly and securely, which lets you cross one more thing off your ever-growing to-do list.
To get started with Mobile Deposit, download CBBC Bank app.
Mobile Deposit utilizes the same 128-bit encryption technology to safeguard your data as BankOnLine. Also, Mobile Deposit does not store account information or images of checks on your mobile device.
Of course! We can perform temporary limit increases for deposits, or we can submit a request for a permanent limit increase. 

Bill Pay

Payments submitted, recurring or one time, before 3:00 AM Monday-Friday will be processed at 3:00 AM. Payments submitted between 3:00 AM and 1:00 PM will be processed at 1:00 PM. Payments received after 1:00 PM Monday-Thursday will be processed the next business day. Payments received after 1:00 PM on Friday and throughout the weekend will be processed the next business day. All payments scheduled to go on a holiday will be processed the last business day BEFORE the holiday. 
 
Electronic payments will post to your account on the pay date you provided while a check will process like a normal personal check you have given someone.
At this time we are only able to accept payments to payees that are located within the United States. However, if you are located outside of the US, you are still able to set up payments to go through.
Only check payments can be stopped after the check is printed and mailed. The stop payment would be added to your account and treated like a lost personal check.
You may edit a recurring payment up until the day before it is set to be processed. Any change made to a recurring payment after the scheduled date will be applied to the next scheduled payment.

For any Bill Pay questions during our normal business hours, you can call our BankOnLine support line at 865-977-5900 option 3. For any questions outside of our normal business hours, you may call our after-hours support at 865-375-3532. 
For an ELECTRONIC payment, allow 3 business days from the date the payment is submitted. For any CHECK payment, the check will be in the mail on the same day the payment is submitted (as long as it meets the cutoff time requirement.) You should allow up to 10 business days for a check payment to reach the payee.
 
**CBBC bank is not able to control checks that are delayed or lost within the U.S. Postal Service.  
  • Processed - The Payment has been processed and sent.
  • Rejected NSF - The Payment that you have tried sending has rejected due to Non-sufficient funds. These payments will keep trying until the funds either become available, you delete the payment, or if it is a recurring payment that expires.
  • Communication Failure - There was an error due to communication problems. The payment will try again during the next processing run.
  • Vendor Refund - Payment has been rejected by the electronic payee.
The memo field will only apply to check payments made to a payee. It will be printed on the physical check and can be up to 40 characters long. This will NOT apply to electronic payments. 

Personal Accounts

Checking, Savings, Safe Deposit Box, Certificates of Deposit, IRAs, Loans, Credit Cards, and More!
You can open an account online or at a branch. 
You can perform your first order of checks by contacting your branch. You can also order additional checks by visiting our vendor, Check Printing Solutions (CPS). 

At this time, you can open checking, savings, and certificates of deposit online. You may apply for a credit card as well!
You can call the number on the back of your card to report fraudulent activity at any time. You can also report your card lost or stolen through BankOnLine.
Absolutely! You can start your application by visiting our mortgage loans page. 
All current owners will need to visit a branch to complete this request. We cannot perform revisions to accounts online at this time. 
All branches can issue a debit card on the same day you make your request.
You can make loan payments in the following ways: 
 
  • You can mail a check to us (CBBC Bank, PO Box 9730 Maryville, TN 37802-9730)
  • You can make a payment using our loan payment portal. 
  • You can transfer funds to your loan using BankOnLine
You can set up travel notes in BankOnLine by going into Card Management, enter travel note, set the days you'll be away, and submit. All done!
If you have any loan questions, or need to request loan rates, visit one of our locations or call us at 865-977-5900 option 5.
 
If you have a question about CBBC Bank Credit Cards, please call our 24-hour credit card customer service line 800-367-7576. 

Business Accounts

Our checking accounts can be opened with as little as $50. Savings is $100. CDs vary depending on the term of the CD. 
  • For each signer - two forms of identification.
  • Sole Proprietorship - business license (if applicable) and EIN or SSN.
  • Corporations - articles of incorporation or bylaws, beneficial owners and their percentage of ownership, and secretary of state filing.
  • LLCs - articles of organization or operating agreement, beneficial owners and their percentage of ownership, and secretary of state filing.
  • Partnerships - partnership agreement (if applicable), beneficial owners and their percentage of ownership, and secretary of state filing (if applicable).



At this time, we can only open personal accounts online. 
Yes. You must have a checking, savings, money market, or CD to open a safe deposit box.



Credit Cards

Complete applications for credit cards typically take about 5-7 business days for approval. 
Credit Cards are mailed after the approval process. Allow  5-7 business days for the USPS to deliver them to you.



We have a dedicated 24/7 credit card service department available to you at 1(800) 367-7576.



Debit Cards

Yes! 
Yep! Sign into BankOnLine, go to card management, and you can toggle your card on and off. 
Yes! You are covered under federal regulations against fraudulent transactions. However, you must let the bank know as soon as you notice the fraud, so that we can take action to stop it.
 
If you are a victim of fraud, one of our fraud specialists will walk you through the process of getting it resolved, and your funds refunded. 


Sign into BankOnLine, go to card management, add in where you're travelling and when, and that's it!
A fraudulent transaction occurs when a bad actor has gotten your card information and made purchases without your consent. 
This is a transaction that you conducted with your debit card where they charged you for something that you did not authorize. For example, a merchant charges you twice for a single purchase, or your transaction was bundled with a monthly fee that was not properly disclosed to you.
 
To resolve a non-fraudulent transaction, contact the merchant first. If they are unwilling to work with you, we can then process a non-fraud request to the merchant for escalation. There is not guarantee that a non-fraud request from the bank will get your money back, and no provisional credit is given on these types of transactions.