Valley ("Valley", "we", or "us") is making online/internet banking available to you with Valley's Personal Online Banking system that enables you to access your Valley accounts and perform transactions using a personal computer, tablet or mobile device. Personal Online Banking allows you to view your transaction history and allows you to perform online banking transactions such as Bill Payment, Paperless Statements, Transfer Funds and offers the Support function (individually the "Service"; collectively the "Services").
The following terms and conditions govern the manner in which we will provide Personal Online Banking, to you.
Customer Service for Online Banking, Mobile Banking and Text Message Banking
Customer Service for Personal Online Banking is available for username and password resets:
|Daily:||6 AM to 11 PM ET (except Christmas Day)|
For calls made from outside of the U.S. and Canada, please call 973-305-8800.
Online Services representatives for payment, technical and all other Personal Online Banking inquiries are available:
|Daily:||8 AM to 5 PM ET (except Christmas Day)|
|Phone:||800-522-4100 extension 3012
For calls made from outside of the U.S. and Canada, please call 973-305-8800 extension 3012.
Mail may be addressed to us at:
1445 Valley Road
Wayne, NJ 07470
Attention: Customer Service - Online Services
For Online Banking and Mobile Banking, you may send non-secure email to email@example.com. Please do not send account numbers or personal information through non-secure email. If you would like to contact us by secure email, you may do so by utilizing the Support function available in Personal Online Banking.
For Text Banking only, once enrolled, you may obtain assistance either by sending a non-secure email to firstname.lastname@example.org or by texting the word HELP to 454545.
Bill Payment enables you to pay your bills using Personal Online Banking.
Business Days are Monday through Friday. Saturdays, Sundays and Bank Holidays are not included.
Data Rate(s) is (are) the charge(s) for exchanging information via your mobile phone, tablet or for text and mobile banking.
Designated Account(s) is (are) the checking account(s) enrolled in Personal Online Banking that you have selected as the primary funding account for Bill Payment.
Due Date is the date shown on your Payee's statement on which the payment is due; it is not the late date or grace period expiration date.
eBill is an electronic version of your Payee's bill that you receive, view and pay online through their website.
Email Alert is a message sent to your electronic mail according to your personal preference.
Paperless Statement(s) is (are) an electronic version of your monthly account statement that is available online in lieu of the statement that is mailed to you monthly.
Mobile Banking is the ability to access online banking from any tablet or mobile device with internet access and/or a data plan.
Password is an access code you have selected to enable Personal Online Banking to identify you.
Payee is the person or entity you wish to send a payment.
Online Banking is the ability to access online banking from your personal computer.
Support is the capability to send a secure email between you and Valley, within your online banking session.
Send on or Pay Date is the date on which the payment will be sent. It is not the date on which the payee will receive payment.
Text Alert is a short message sent to your mobile phone according to your personal preferences.
Text Message is a term referring to the exchange of brief written messages between mobile devices over cellular networks.
Text Banking is the ability to access account information via Short Message Service (SMS) via TEXT message.
Subject to the limitations in this Agreement, you may use the services to:
You must contact Customer Service at 800-522-4100 from 6 AM - 11 PM ET to pay off in full any mortgage or loan or line of credit account. For calls made from outside of the U.S. and Canada, please call 973-305-8800. Valley credit card balances and transaction histories are not available through Personal Online Banking, but can be accessed by enrolling at www.valleynationalbank.cardmanager.com.
Bill Payment Rules
You may cancel or modify any Bill Payment transaction you have initiated prior to 8:00 PM ET on the Send on or Pay Date.
Restrictions on Transactions
Fees and Charges
There are no fees or charges for Personal Online Banking, Bill Payment, eBills, Mobile Banking, Text Banking and Support Services. However, message and data rates from your mobile service provider may apply to using Mobile or Text Banking. You are responsible for all fees and charges applicable to your accounts as disclosed in our Schedule of Fees, as published from time to time. To obtain a current Schedule of Fees, please contact Customer Service at 800-522-4100 from 6 AM - 11 PM ET, seven days a week or visit a Valley Branch. For calls made from outside of the U.S. and Canada, please call 973-305-8800.
Limitations on Liability
We will not be liable if we are unable to complete any transactions initiated in a proper and timely manner due to any one or more of the following:
If we process a requested transaction in spite of the limitations stated above, you agree to reimburse Valley for any funds advanced or losses incurred as a result of such transaction.
If we are unable to process a transaction you have requested for any reason and your designated account has been charged, we will make an adjustment to your Primary Account.
WE ARE NOT RESPONSIBLE FOR ANY LOSS, DAMAGE OR INJURY CAUSED BY YOUR EQUIPMENT OR SOFTWARE OR ANY TECHNICAL OR EDITORIAL ERRORS OR OMISSIONS FROM ANY INSTRUCTIONS RELATED TO THE SERVICES. WE SHALL NOT BE RESPONSIBLE FOR ANY CONSEQUENTIAL DAMAGES ARISING IN ANY WAY OUT OF THE INSTALLATION USE OR MAINTENANCE OF YOUR EQUIPMENT OR SOFTWARE.
Valley will send you a monthly statement for your checking account and a monthly statement for your statement savings account (such accounts being collectively referred to as "Account(s)") if there have been electronic transactions in your Account(s) in a particular month. In any case, you will receive a statement at least quarterly for each statement savings account.
You agree that you will not give your Password, or make it available, to another person, or authorize someone else to use your Password. Notify us AT ONCE if you believe that your Password has been compromised, or that someone has made unauthorized transactions. Notify us IMMEDIATELY, by calling Customer Service at 800-522-4100 from 6 AM - 11 PM ET, seven days a week, by email at email@example.com or by the Support tab within Personal Online Banking. For calls made from outside of the U.S. and Canada, please call 973-305-8800. If we receive a request via email or the Support tab, to protect your account(s), we may prevent access to your Personal Online Banking until a representative from the bank is able to speak with you directly. We are unable to process a password change request via email or the Support tab. If your Password has been compromised, you could lose all the money in your account(s) and the maximum available in your overdraft line of credit.
If you notify us within two (2) Business Days after you learn of the theft of your Password, you can lose no more than $50 if someone made a transaction without your permission. If you DO NOT notify us within two (2) Business Days after you learn of the theft of your Password and we can prove we could have stopped someone from using your Password without your permission if you had told us, you could lose as much as $500.
Also, if your statement shows transactions that you did not make, including those made by using your Password or other means, notify us at once. If you do not notify us within 60 days after the statement was mailed to you, you may not get back any money you lost after the 60 days if we can prove that we could have stopped someone from taking the money if you had told us in time.
Valley and its employees or agents will not be responsible for problems that may develop as a result of your failure to maintain sufficient funds in your account. You are also responsible for any incorrect information provided by you or errors that may have been made in setting up payments or Payee information. You are responsible for the full amount of bills paid on your behalf and any related charges that may be paid to your Payee or accessed by Valley or its agents as a result of your error. Failure to resolve such issues will result in the suspension and/or termination of your Service(s).
In Case of Errors or Questions About Your Electronic Transfers
Contact us as soon as you can at the Customer Service address, website or telephone number listed above if you think your statement is wrong or if you need more information about a transfer or payment listed on the statement. We must hear from you no later than 60 days after we sent the first statement on which the problem or error appeared.
Tell us your name and account number(s);
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;
Tell us the dollar amount of the suspected error.
If you notify us orally or electronically, we may require that you send us your complaint or question in writing within 10 Business Days.
We will determine whether an error occurred within 10 Business Days after we hear from you and will correct any error 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 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 Valley accounts, we may take up to 90 days to investigate your complaint or question and 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 (3) Business Days after completing our investigation. If we decide 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.
Privacy and Confidentiality
We observe strict measures of security, confidentiality and privacy with respect to your sensitive information. We limit the use of any such information to the minimum we require in order to identify you as our customer, deliver the Services, develop and market products and services, and to properly manage our business. We limit access to your data to employees and agents who have a business reason for using such information.
We will disclose information to third parties about your account or the transfers you make:
You may review our Privacy Statement for a description of how we treat personal information.
You may cancel Personal Online Banking or Mobile Banking at any time by giving notice to us (at Customer Service). You may be required to confirm your termination request in writing. You will be responsible for all transactions you have requested prior to the termination date and for all other applicable charges and fees. We will not be responsible for any completed transactions which you have not cancelled following your notice of termination.
To cancel Text Banking, send a Text of the word "STOP" to 454545 at any time. You will receive a one-time opt-out confirmation text message and after that you will not receive any future messages. You can also cancel Text Banking by logging into Personal Online Banking, going to the Notification or Mobile Banking & Alerts tab, and deactivating the service.
If you deactivate cellular service for the mobile phone number that you enrolled in Text Banking service, you are responsible for deactivating that same phone number as described in how to stop program in paragraph K.2. above.
Additional Terms and Conditions
You agree to properly maintain all accounts included in the Services, to comply with our rules governing these accounts and to pay any fees or service charges associated with the use of these accounts. If you close a Designated Account that is used for Bill Payment, you must cancel all scheduled and recurring payments and transfers from that account.
We reserve the right to refuse to make any payment or transfer and to terminate your use of the Services, in whole or in part, at any time, without prior notice.
You acknowledge and agree that Valley is utilizing third parties to process and complete payment transactions you have requested pursuant to this Agreement, and to advance funds on your behalf.
We may change any terms and conditions of the Services, at any time. We will provide notice to you and your use of the Services following our transmittal of the notice constitutes your acceptance of the amendments in accordance with applicable law.
Except as specifically provided herein, all notices to be given under this Agreement may be provided to us by telephone, electronically or in writing, at the address or phone number set forth above; or to you at the last address you have provided.
This Agreement will be governed and construed under Federal law and in accordance with the laws of the State in which the accounts are opened and maintained by Valley.
Valley may cancel your Personal Online Banking access at our option at any time or if there has been no Service activity for more than six (6) months.
Electronic or Paperless Statements (if applicable)
This Online Banking eSign Disclosure and Consent ("Disclosure") applies to your electronic statements ("Paperless Statements") for Checking, Statement Savings and Consumer Loan accounts offered or accessible through Online or Mobile Banking that are not otherwise governed by the terms and conditions of an electronic disclosure and consent. PLEASE NOTE: You MUST accept a separate disclosure for Paperless Statement enrollment. Click the Paperless Statement option on the menu bar in Personal Online Banking to access this disclosure, or the Statement option available on the Mobile App.
The words "we," "us," and "our" refer to Valley and the words "you" and "your" mean you, the individual(s) or entity identified on the Accounts. As used in this Disclosure, "Account" or "Accounts" means the account(s) you have with us. "Paperless Statements" mean account statements for Accounts, beginning with your next statement.
Statements to be Provided in Electronic Form
You agree that we will provide you with account statements that we may choose to make available in electronic format known as Paperless Statements, to the extent allowed by law, and that we will discontinue sending paper statements to you, unless and until you withdraw your consent as described below. Your consent to receive account Paperless Statements includes, but is not limited to: account statements for your Account(s) or such other communications including email notification of statement availability as part of the enrollment in the Paperless Statement program.
Statements are retained electronically for two (2) years. If you need Statements prior to this time period, please contact your branch or Customer Service to determine availability.
Method of Providing Communications to You in Electronic Form
The account Paperless Statements that we provide to you in electronic form will be provided by access to Personal Online Banking or Mobile Banking.
How to Withdraw Consent
You may withdraw your consent to receive Paperless Statements by calling Customer Service at 800-522-4100 from 6 AM - 11 PM ET, seven days a week or by contacting your branch representative. For calls made from outside of the U.S. and Canada, please call 973-305-8800. Any withdrawal of your consent to receive Paperless Statements will be effective only after we have a reasonable period of time to process your withdrawal.
How to Update Your Records
It is your responsibility to provide us with true, accurate and complete email address, contact, and other information related to this Disclosure and your Account, and to maintain and update promptly any changes in this information. You can update information (such as your email address) through Personal Online Banking, by calling Customer Service at 800-522-4100 from 6 AM - 11 PM ET, seven days a week or by contacting your branch representative. For calls made from outside of the U.S. and Canada, please call 973-305-8800.
Hardware and Software Requirements
In order to access and view Paperless Statements that we make available to you, you must have:
Requesting Paper Copies
We will not send you a paper copy of any Paperless Statement, unless you request a paper copy, or we otherwise deem it appropriate to do so. You can obtain a paper copy of a Paperless Statement by printing it yourself or by requesting that we mail you a paper copy, provided that such request is made within a reasonable time after we first provided the Paperless Statement to you. To request a paper copy, please call Customer Service at 800-522-4100 from 6 AM - 11 PM ET, seven days a week or contact your branch representative. For calls made from outside of the U.S. and Canada, please call 973-305-8800. We may charge you a reasonable service charge for the delivery of paper copies of any Paperless Statement provided to you electronically pursuant to this Disclosure. We reserve the right, but assume no obligation, to provide a paper (instead of electronic) copy of any Paperless Statement that you have authorized us to provide electronically.
Communications in Writing
All communications in either electronic or paper format from us to you will be considered "in writing." You should print for your records a copy of this Disclosure and any other communication that is important to you.
You acknowledge and agree that your consent to Paperless Statements is being provided in connection with a transaction affecting interstate commerce that is subject to the Federal Electronic Signatures in Global and National Commerce Act, and that you and we both intend that the Act apply to the fullest extent possible to validate our ability to conduct business with you by electronic means.
We reserve the right, in our sole discretion, to discontinue the provision of your Paperless Statements, or to terminate or change the terms and conditions on which we provide Paperless Statements. We will provide you with notice of any such termination or change as required by law.