FREESTAR Bank

Electronic Document Delivery Service
Frequently Asked Questions

Q:	What information is available through the FREESTAR E-Statements program?
A:	Freestar Bank customers can receive their monthly account statements and other periodic notifications for checking, savings, certificate of deposit, loan, money market and IRA accounts via the service.
Q:	What method of electronic delivery is available with FREESTAR E-Statements?
A:	FREESTAR Bank currently offers one method of delivery for FREESTAR E-Statements; online through FREESTAR Online Banking, with notification of statement availability via e-mail.
Q:	How much does FREESTAR E-Statements program cost?
A:	There is no charge for the ‘Online’ or ‘Email’ FREESTAR E-Statements programs.
Q:	Do I need to have a FREESTAR Online Banking account to participate?
A:	Yes. A FREESTAR Online Banking account is required for FREESTAR E-Statements ‘Online’ Service. We will send notification of your statement’s availability to your e-mail address.
Q:	Is my FREESTAR E-Statement account information protected from others viewing it?
A:	Your information is protected with the latest security features and requires a password that only you will know, to access the information. FREESTAR E-Statements program uses 128 bit encryption security to ensure that your private information stays private.
Q:	What kind of computer equipment and software program is needed to use Online FREESTAR E-Statements?
A:	You do not need any special computer configuration or software package to access your FREESTAR E-Statements Online, just a computer, Internet access and an Internet browser that supports 128 bit encryption. Along with Adobe® Reader® software, Netscape Navigator 6.1 or higher, Microsoft Internet Explorer 6.0 or higher, Mozilla Firefox 1.0 or higher or Opera, 7.54 or higher, provide the security encryption required for FREESTAR E-Statements program. MAC OS X users may access their statements using Netscape Navigator 7.0 or higher, Mozilla Camino 8.1 or higher, Apple Safari 1.0 or higher, Mozilla Firefox 1.0 or higher, or Opera 7.54 or higher.
Q:	What if my Internet browser is not one of the versions needed to access my account information?
A:	Netscape, Microsoft and Mozilla offer free download upgrades of their browsers on their respective homepages.
Q:	How do I view my monthly FREESTAR E-Statement Online?
A:	Your statement can be accessed either by double clicking on the link in the email notification or log into your FREESTAR Online Banking account through FREESTAR Bank’s homepage at www.freestarbank.com, select the account you’ve received notification for and then click the ‘Documents’ button.
Q:	What if I accidentally delete my email notification that my statements are ready? Can I still view them?
A:	Even if you delete the email notification, you can access your FREESTAR E-Statements through your FREESTAR Online Banking account via FREESTAR Bank’s homepage at www.freestarbank.com.
Q:	What if I no longer want to receive my statement electronically? How do I stop receiving FREESTAR E-Statements?
A:	You can switch back to the paper version of your statements at any time unless it is a condition of your account to maintain the service. Contact a customer service representative at 815-844-3171 or by the secured contact us form on the web site, and ask to change your statements back to paper.
Q:	Can I have my FREESTAR E-Statements email notification sent to two different email addresses?
A:	We can only send your FREESTAR E-Statements notification to one email address; however, you can access your statements via any computer with Internet access.
Q:	How do I change my FREESTAR Online Banking password if I forget it or think it has been compromised?
A:	You may contact a customer service representative at 815-844-3171 and request your password be changed. The next time you log on you will have to change your password from the temporary password to one of your choice. Or, if you know your password, but just wish to change it, after logging into your Online Banking, select the “Options” button; on this page you can edit your e-mail address, change the security answers and/or change your password.
Q:	Can joint owners sign the enrollment form for FREESTAR E-Statements?
A:	Any owner on the account can sign an account up for FREESTAR E-Statements.
Q:	How do I notify the bank of my new email address?
A:	You may contact a customer service representative at 815-844-3171 or submit the Contact Us form on our web site, www.freestarbank.com with your new e-mail address. Or you may log into your Online Banking, select the “Options:” button; on this page you can edit your e-mail address, change the security answers and/or change your password.
Q:	When, during the month, will my FREESTAR E-Statement be available online?
A:	Your FREESTAR E-Statements will be available the business day following your scheduled statement cycle.
Q:	How long will the E-Statement remain “online”?
A:	FREESTAR E-Statements program will provide the last 13 months statements.
Q:	Can my FREESTAR E-Statement information be exported to other programs?
A:	FREESTAR E-Statements can be saved as a text file and imported into Microsoft Word or another text program. The information cannot be exported to financial accounting software from the document. To export account transactions from your Online Banking to financial software (Quicken, Money or any program supporting .csv formats) you may do so using our “export transactions” page from within Online Banking. You may export transactions from your current or previous statement only.
Q:	Why didn’t I receive my FREESTAR E-Statement notification this month?
A:	There are several possible reasons why your Freestar E-Statements notification did not arrive in your email inbox: The email address we have on file for you is incorrect Your inbox is currently full and your Internet Service Provider (ISP) will not allow additional messages to be delivered Your email address is correct in our files, but your ISP thinks the Freestar E-Statements notification is “spam” mail and is blocking the message from being delivered. This is particularly true when one sender is emailing a large number of the ISP’s customers at the same time, which may happen when we send your Freestar E-Statements notification. If you failed to receive your Freestar E-Statements notification, contact Freestar Bank at 815-844-3171 or by the secure Contact Us form at www.freestarbank.com and verify the email address we have on file for you.



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