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Frequently Asked Questions About "online banking"

• Will I still see my loan in Chartway Online and Mobile Banking?
  

  You’ll soon be receiving a welcome packet from SLS with your new mortgage loan number and instructions for registering your account at www.chartway.servicingloans.com. If you’d like to continue viewing your mortgage in Chartway Online & Mobile Banking moving forward, please use the website www.sls.net to view your account information.

  To import your SLS account into Chartway Online Banking:

  • Click on the “Link Account” button
  • Search for “Chartway Mortgage”
  • An option will appear with the Chartway “C” logo
    • Input username and password for the SLS website

  Then, you will see balance and history as of June 1, 2021, in Online and Mobile Banking. For transactions and documents prior to the move to SLS, view your Chartway estatements in Online or Mobile Banking.

• What web browsers support Chartway Online Banking?
  

  Our online banking is supported by the following web browsers for their safety and security:

  • Google Chrome
  • Microsoft Edge
  • Mozilla Firefox

  As of April 7, 2020, our Online Banking will not support Internet Explorer 11.

• How do I make a payment to my credit card on Chartway’s online banking?
  

  You have two options to make a payment through Online Banking.

  Login to Online or Mobile Banking to begin:

  1. If the funds are in your Chartway account:
     • Click Transfers and Payments, then Funds Transfer.
  2. If the funds are with another financial institution:
     • Select Account Services, then Credit Cards.
     • You will need to register your card and select Payments from the left menu.
• Can I print out my statement using Online Banking?
  

  If you are enrolled in our eStatement service, you can view or print a copy from your Online Banking account by going to Account Services, then Statements. You will need to download a PDF reading software to view your eStatement if you have not already.

• How often is my credit score updated?
  

  As long as you are a regular online banking user, your credit score will be updated every month and displayed in your online banking screen. You can click “refresh score” as frequently as every day by navigating to the detailed Credit Score feature from within online banking.

• How do I redeem credit card rewards points?
  

  Track your credit card rewards points and view all your redemption options in online banking.

  • Log in to Chartway Online Banking
  • Go to "Credit Cards" under the "Account Services" tab
  • You’ll automatically access the Chartway Rewards to see your rewards balance and start redeeming your points

  Learn more about Chartway Rewards on the Credit Cards page.

• I have an automatic payment - will it transfer?
  

  If you set up your payment to auto-transfer from your Chartway Share Account to your mortgage with a Chartway team member, your payment will continue after the transfer to SLS – there is no further action required.

  If you set up your payment in Chartway Online or Mobile Banking, you will need to set up a new transfer by visiting https://chartway.servicingloans.com. If you are unsure about how your current payment transfer is set up, log in to our Online or Mobile Banking and visit the Online Activity section to the left of the homepage and look under the Recurring Transactions tab.

• How can I check my account balance?
  

  Checking your account balance is easiest through Online or Mobile Banking:

  1. Login to Online Banking or Mobile App
  2. Select the account you wish to verify
  3. Review the history.
• How do I add a travel notification to my account?
  

  If you have Online Banking, follow the steps below to avoid unnecessary card holds/freezes while traveling:

  1. Login at least 24 hours prior to travel
  2. From the Main Menu, select Accounts Services
  3. Click Manage Your Card
  4. Select the card you will be traveling with and follow the prompts to add a Travel Notification.

  If you do not use Online Banking, please call us at 800-678-8765 no later than 24 hours prior to traveling outside of your local area (domestic or foreign).

• How many times in a month can I make a transfer from my savings to my checking account?
  

  Federal Reserve Board Regulation D is a federal law that says you can't make more than six (6) withdrawals or transfers per month out of your savings account. This includes overdraft transfers, pre-authorized ACH debits, phone transfers, online banking and telephone banking transfers.

• What do I do if I lose my credit or debit card?
  

  Login to Online Banking and from the Main Menu:

  1. Select Account Services
  2. Then Manage Your Card
  3. From there you will select the card and follow the prompts to report your lost card

  You can also call us at (800)678-8765 anytime to report your card lost or stolen.

  Generally, it takes 7-10 business days for you to receive your new card. If you need it sooner, ask the Member Service Representative for alternative delivery options.

• How to set up an External Transfer?
  

  To complete an external transfer, follow the steps below:

  1. Login to Online Banking or Mobile App 
  2. Click “Transfer and Payments”
  3. Click “Add External Account” if necessary or
  4. Select the type of transfer you would like to make “Funds Transfer” of “Loan Payment”
  5. Fill out the required fields
  6. Click “Submit”
• What is an External Transfer?
  

  External Transfers are an easy way for you to transfer money to and from other financial institutions and your Chartway checking, savings, and select loan accounts within Online & Mobile Banking.

• How can I transfer money to another member?
  

  To transfer money to another Chartway member, simply follow the steps below:

  1. Login to Online Banking or Mobile App
  2. Click “Transfer and Payments”
  3. Select “Member to Member”
  4. Select whether this will be a single transfer or you would like to link the account for further payments
  5. Enter the following information:
     • “From Account”
     • Amount
     • “To Member Number”
     • “To Share ID/Loan ID”
     • Account Type
     • First three letters of the last name of the person who will be receiving the transfer
  6. Click “Submit”
• What is the website I can visit to see my loan?
  

  You can log in to https://chartway.servicingloans.com to access your mortgage information. You will need to create a new username and password during your initial log in. Please note, this website is different from our Chartway.com page you use to access your Online and Mobile Banking.

• Will my debit and credit cards with the old logo still work?
  

  Your current debit and credit cards will work since we are not changing your account number or your online banking login. We’ll begin replacing the cards with our new logo and colors over time as current cards expire.

• How do I enroll in SimpleSavings?
  

  Give us a call at (800) 678-8765, visit a branch, or connect using Video Banking to enroll.

• How does Bill Pay service work?
  

  With Chartway’s Bill Pay service, you’ll never have to buy another stamp to mail your bills. You can pay an unlimited number of bills online to anyone you wish with Bill Pay. It sure beats all the trouble of sending checks through the mail. Enjoy the following benefits:

  • Access to pay your bills 24 hours a day
  • No stamps or envelopes
  • Make multiple bill payments at one time
  • Set up recurring bill payments (monthly, weekly, etc.)
• I'm receiving an error saying"unable to use Video Banking because you are currently in a session"?
  

  You will need to logout of your session prior to requesting a new call. While in the app, navigate to the taskbar in the top left. The taskbar will display as three orange lines. Once opened, navigate to the bottom and select logout.

• Is my mortgage being sold?
  

  No, we are not selling your mortgage. We’ve partnered with SLS to provide you with a new and improved online experience.

  Some of the new enhancements include the ability to see your payment history, set up automatic payments from any financial institution, access to monthly statements, and extended call center hours to answer any of your mortgage servicing questions.