Frequently Asked Questions
ATM/Visa Debit Card – How do I reorder?
Check holds – What is your policy?
Check Reorders – Can I reorder checks online?
Contact Information – Who can I contact if I have a question on my account?
Debit Card – How do I activate?
eStatements – How do I enroll?
Grocery Rewards – How do I enroll/redeem?
Lost or Stolen Account Information – What should I do?
Mailing Address – How do I change?
New Accounts – Can I open an account online?
Online Banking – How do I enroll?
Online Banking – I have forgotten my Access ID or Password.
Online Bill Pay – How do I enroll?
Online Bill Pay – I would like to add an additional funding account.
Statement or check copies – How do I order ?
Stop Payment – How do I place?
Q. How do I order an ATM/Visa Debit Card?
A. To order an ATM/Visa Debit Card please visit one of our branch locations or contact our Customer Service Center at 1-800-235-4636 (Option 1, 1, 0).
Q. What is your Check hold policy?
A. Our policy is to follow federal regulations. Availability of some types of check deposits is delayed; the amount of the delay depends on the type of check, as described below. During the delay, you may not withdraw the funds in cash and we may not use the funds to pay checks that you have written. Please remember that even after we have made funds available to you, and you have withdrawn the funds, you are still responsible for checks you deposit which are returned to us unpaid and for any other problems involving your deposit.
Funds from the following deposits are available on the day of the deposit:
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Electronic Direct Deposits
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Wire Transfers received prior to 4:00pm CST
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Cash
Funds from the following deposits are available on the first business day after the day of the deposit:
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Government checks that are payable to you
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Checks drawn on Guaranty Bank
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Cashier's, certified, and teller's checks that are payable to you
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Postal Money orders that are payable to you.
The delay for other check deposits depends on whether the check is a local or nonlocal check. Our policy is to make funds from local and nonlocal checks available as follows.
Local checks
The first $100 from a deposit of local checks will be available on the first business day after the day of your deposit. The remaining funds will be available on the second business day after the day of your deposit.
- For example, if you deposit a local check of $700 on a Monday, $100 of the deposit is available on Tuesday. The remaining $600 is available on Wednesday.
Nonlocal checks
The first $100 from a deposit of nonlocal checks will be available on the first business day after the day of your deposit. The remaining will funds will be available on the fifth business day after the day of your deposit.
- For example, if you deposit a $700 nonlocal check on Monday, $100 of the deposit is available on Tuesday. The remaining $600 is available on Monday of the following week.
If we cash a check for you that is drawn on another bank, we may withhold the availability of a corresponding amount of funds that are already in your account. Those funds will be available at the time funds from the check we cashed would have been available if you had deposited it.
For more information on extended holds and holds placed on new accounts please refer to your Deposit Disclosure.
Q. Who can I contact if I have a question on my account and when are they available?
A. Our Customer Service Center is available Monday through Friday 8 AM to 7 PM (CST) and Saturday 9 AM to 3 PM (CST) to assist you.
You may also access your account information 24 hours a day using our INFO Line system.
To Access either Customer Service Center or our INFO Line system dial 1-800-235-4636.
Account information is also available 24 hours a day through our Online Banking system. Click here to log in. Not enrolled? Click here
Q. Can I reorder my checks online?
A. You may process your check re-order online by visiting http://www.deluxe.com/ if there are no changes to your checks. If you have not ordered checks with us yet or if you need to make changes to your current checks, please visit your nearest branch location and they will be able to process the order for you.
Q. How do I activate my Visa Check Card?
A. In order to activate your Visa Check Card please call 1-800-708-7119. You will be walked through the activation process, which takes only a few minutes.
Q. How do I enroll in eStatements?
A. To enroll in our eStatement program please click on the link below.
https://www.storedstatement.com/GuarantyBank/index.jsp
Click on the “Not yet enrolled for eStatements? Click here to sign up now.” and you will be walked through the enrollment process. If you should encounter any issues enrolling, please contact our Customer Service Center at 1-800-235-4636 (Option 1,1,0) during regular business hours for assistance.
Q. How do I enroll in or redeem my Grocery Rewards?
A. There is no need to enroll in our Grocery Rewards Program. If you have a Visa Check Card with your checking account you are already enrolled. If you do not have a Visa Check Card on your account you can order one at any branch location and you will be automatically enrolled in the program.
When making your purchases at participating stores you must choose the Credit option, which requires a signature for your purchase. If Debit is chosen and your four (4) digit PIN number is requested to process the transaction, the purchase will not qualify towards the rewards program.
To redeem your Grocery Rewards visit our www.guarantyrewards.com or contact our 24-hour INFO Line Banking System at 1-800-235-4636 (Option 1, 3).
Q. What should I do if my account information has been lost or stolen?
A. If your account information has been lost or stolen please contact our Customer Service Center at 1-800-235-4636 (Option 1, 1, 0) to report the loss. We will lock your account to guard against any unauthorized use. Once you are able, please visit your nearest branch location to close your existing account and open a new account.
Q. How do I change my mailing address?
A. To change your address on an account please either visit one of our branch locations or send a letter with your request to:
Bank Processing Center
PO Box 240200
Milwaukee, WI 53224-9984
If you choose to write a letter, your request should include:
- Your printed name
- Signature
- Old Address
- New Address
Once we have received your request, your address will be updated in our system within 3 to 5 business days.
Q. Can I open a new account Online?
A. Currently we only open accounts at our Branch locations. To open an account, you must reside or your business must be located within a State/area that we have branch locations in. To find a branch near you, please click here.
Q. I have forgotten my Online Banking Access ID or Password.
A. If you have forgotten your Online Banking Access ID please contact our Customer Service Center at 1-800-235-4636 (Option 1, 1, 0) for assistance.
If you know your Access ID but have forgotten your Password, visit our Home Page http://www.guarantyonline.com
Click on the Forgot Password? link in the right corner.
Enter your Access ID and click Submit.
Your password will be emailed to the address you have provided for Online Banking. If you have not received your Password via email within an hour of submitting or if you know your email address is not current in Online Banking, please contact our Customer Service Center at 1-800-235-4636 (Option 1,1,0) during regular business hours for assistance.
Q. How do I enroll into Online Banking?
A. For first time enrollment in Online Banking:
- Visit our website www.guarantyonline.com
- Click the Enroll button located in the right corner of the page
- A new window displaying our Online Banking Disclosure opens.
- Please read through the disclosure carefully and if you agree to the terms, click the Accept button at the bottom of the screen.
- Once the Accept button has been clicked, a new window is displayed.
- Maximize this screen so it is the size of your computer monitor.
- Complete the six (6) required fields and click the Submit button.
- You are directed to a new screen that will ask you to set up your Access ID and Password.
- Once you have established your Access ID and Password you will be able to view your accounts Online 24 hours a day.
Q. How do I enroll in Online Bill Pay?
A. To enroll into Online Bill Pay:
- Log into your Online Banking account. www.guarantyonline.com
- Click on the Checking account you would like to use to pay your bills.
- Click on the Pay Bills button that appears in the middle of your screen
- You will be asked to verify your email address.
- Our Bill Pay Disclosure appears next. Read through the terms and if you agree, click the Accept button.
- Your account is now enrolled in Online Bill Pay; however, the account is subject to an approval process that may take up to two (2) business days.
Q. How do I add an additional funding account to my Online Bill Pay?
A. To add an additional funding accounts to your Online Bill Pay please contact our Customer Service Center at 1-800-235-4636 (Option 1, 1, 0).
Q. How do I order past statements or check copies?
A. The fee for copies is $5 per statement/check requested, as well as $30 per hour of research. If you agree to these charges and would like to proceed with your request, please click here.
In your request, please indicate that you agree to the charges. For Statement Copies, please indicate the month(s) and year(s) of the statement(s) you are requesting. For check copies, please indicate the check number(s), amount(s) and date(s) the check cleared your account.
Our Research Department will mail your copy(s) within 3 to 5 business days from the date your request is received.
Q. How do I place a Stop Payment?
A. There are 3 ways that a Stop Payment can be placed:
- Visit one of our local branch locations to complete the paper work to place the Stop Payment.
OR - Our INFO Line system is available 24 hours a day to place a Stop Payment. Call 1-800-235-4636, select options 1,1,1,1, enter your account number and PIN and select option 8.
OR - If you are enrolled in Online Banking, you may place a Stop Payment 24 hours a day by logging in and clicking on the Stop Payment button.
Stop Payments placed using INFO Line or Online Banking are valid for 6 months.
Stop Payments can be placed on checks or ACH items. We are unable to place Stop Payments on Debit Card transactions.
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