Frequently Asked Questions

Read our security related frequently asked questions.


  • I think I may be a victim of identity theft. What should I do?
    See our page on Reporting Fraud & Identity Theft for some helpful information.
  • What is “malware”?
    Malware or malicious software is used by criminals and hackers to take control of a computer for such purposes as stealing sensitive information, interfering with the normal operation of the computer or selling useless software or other services. A computer can become “infected” by malware through clicking on attachments to phishing emails, loading infected CDs or flash drives on to the computer or clicking on links that take you to infected web sites. The technology industry uses several terms for specific types of malware, including “viruses”, “worms”, “trojan horses”, ”spyware”, “adware” and “key loggers”. The best steps to take in preventing your computer from being infected by malware are to install antivirus software from a reputable vendor and keep your antivirus, operating system and browser software up to date.
  • What is “phishing”?
    Junk emails or spam make up a significant percentage of email traffic on the Internet. “Phishing” emails are a subset of these emails and are focused on tricking the email recipient into divulging sensitive personal information (such as bank and credit card accounts, passwords, PINs, etc.). A Phishing email may ask you to reply to the email with the sensitive information or to click on a link that will take you to a fake web site that will ask you for the information. Please see How to Identify Fraudulent Emails (phishing).
  • What is Regulation E and am I covered by its provisions?
    Regulation E is a federal banking regulation that provides protection for consumers when they report fraudulent, unauthorized transactions occurring on their bank accounts through electronic channels. The regulation covers bank accounts owned by consumers and used primarily for personal, family and household purposes. It applies to electronic transfers such as ATM deposits and withdrawals, Visa debit card purchases of merchant goods and services by signature or PIN, direct deposits, preauthorized payments , and similar electronic transactions. It covers purchases made over the Internet using a debit card or a checking or savings bank account number, as well as other types of online banking transactions.

    For the protections that apply when consumers report suspicious or fraudulent electronic transactions, please see the “Electronic Funds Transfer” section of the Consumer Account Disclosure and Agreement.
  • Are business accounts covered by the same provisions as consumer accounts?
    Since Regulation E is a consumer protection regulation, it does not apply to transactions on accounts owned by businesses or used for business purposes (such as accounts owned by sole proprietors, corporations, partnerships, and other business entities).  For more information regarding roles, responsibilities and protection on business accounts, please see the “Unauthorized Transactions and Errors”  section of the Business Account Disclosure and Agreement.