FAQ's

  1. What is Bank@net?
  2. What is Cash Management?
  3. How can I get my password?
  4. Is there a charge for using Bank@net?
  5. What type of information can I obtain?
  6. When are my transactions posted to my credit card and deposit accounts?
  7. Can I use Bank@net to pay a credit card issued by another institution or transfer funds to Banamex USA accounts that are not mine?
  8. Can I use Bank@net for my business accounts?
  9. When is Bank@net available?
  10. What type of information security does Banamex USA offer for transactions or inquiries available on the Internet?
  11. What is a browser and what does it do?
  12. What should I do if I forget my password?
  13. What is a fraudulent e-mail?
  14. Has this happened at Banamex USA?
  15. How do I report a spoof e-mail?
  16. How can I be sure that I'm dealing with Banamex USA and not an imposter?
  17. How can I tell if an e-mail is a fraud?
  18. How can I protect myself?
  19. Any tips on creating a password?

BANK CLOSURE FAQ's

DEPOSIT ACCOUNTS

  1. What does the deposit account closure process involve?
  2. What about the funds in my deposit account?
  3. What about the funds in my time deposit account?
  4. How much will Banamex USA charge me for a wire transfer related to my deposit account closure?
  5. Can you transfer my deposit account(s) to an account at another financial institution?
  6. How will my deposit account closure impact Banamex USA's tax reporting for my deposit account?
  7. Will I continue to earn interest on my deposit account?
  8. Will I continue to earn interest on my time deposit account?
  9. How can I claim a lost, stolen, or damaged cashier's check?
  10. CREDIT CARD ACCOUNTS

  11. What does the credit card account closure process involve?
  12. What if I still have a balance on my credit card account?
  13. What will happen to my credit card account Annual Membership Fees?
  14. What will happen to other benefits associated with my credit card account?
  15. What will happen to my credit card account Miles?
  16. How should I prepare for my credit card account closure?
  17. ALL ACCOUNTS

  18. I have questions not covered here. What should I do?

1. What is Bank@net?
A: It is Banamex USA's online banking system for both personal and corporate banking customers. Using Bank@net, you can easily access your account balance information, view transaction history, view account statements, view paid checks, place stop payments, and transfer funds among your Banamex USA accounts

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2. What is Cash Management?
A: It is Banamex USA's full online banking system for corporate banking customers. Using Cash Management, you can easily access your account balance information, view transaction history, place stop payments, view paid checks, transfer funds among your Banamex USA accounts, originate wire transfers (domestic U.S. and international) and ACH transactions.

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3. How can I get my password?
A: To access Bank@net, please complete the on-line Enrollment Form and send it by email to Banamex USA. You will receive your password by telephone or mail.

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4. Is there a charge for using Bank@net?
A: There is no charge for this service.

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5. What type of information can I obtain?
A: You can obtain information for all of your accounts as well as make transfers among your accounts.

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6. When are my transactions posted to my credit card and deposit accounts?
A: Credit Cards - Transfer requests to pay amounts owed on Bank credit cards received by us on or before the "cutoff hour" listed on the Credit Card Payment screens will be posted that day. Transfer requests to pay Bank credit cards received after the cutoff hour or on a weekend or holiday may be deemed received as of the next business day.

Deposit Accounts - Online transfers are immediately available and you will receive a confirmation message. If the transfer cannot be completed, the system will advise you. Stop payment requests made on-line before 7:00 pm PST on any day will be effective the next business day.

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7. Can I use Bank@net to pay a credit card issued by another institution or transfer funds to Banamex USA accounts that are not mine?
A: No.

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8. Can I use Bank@net for my business accounts?
A: Yes, Banamex USA provides the Cash Management system to access business accounts.

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9. When is Bank@net available?
A: Bank@net is available 24 hours a day, 7 days a week.

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10. What type of information security does Banamex USA offer for transactions or inquiries available on the Internet?
A: Banamex USA provides a "Distributed Security" system. "Distributed Security" means that rather than relying on one security measure, Banamex USA utilizes many lines of defense - including encryption, automatic sign-off and firewalls.

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11. What is a browser and what does it do?
A: A browser is what enables you to visit Internet Web sites and Web pages on your computer screen. For example, when you type www. banamexusa.com, your browser understands what this means and knows how to instruct your computer to find that Internet site. Once you get to a site, your browser knows how to convert the programming instruction sent over the Internet to a meaningful Web page.

12. What should I do if I forget my password??

A: You need to contact the Banamex USA Customer Service Center.

13. What is a fraudulent e-mail?
A: A fraudulent (a.k.a. spoofing, imposter, or phishing) e-mail is one that has been forged so it looks like a legitimate e-mail from a particular organization (such as Banamex USA). Its goal? Usually to trick you into providing sensitive personal information that can be used for identity theft.

It's often hard to detect a fraudulent e-mail. That's because the e-mail address of the sender often seems genuine (such as support@ccbusa.com), as do the design and graphics. But there are telltale signs to be aware of. To bait you, they may allude to an urgent or threatening condition concerning your account. For example, fraudulent emails often try to extract personal information from you in one of two ways:

  • ...By luring you into providing it on the spot (e.g., by replying to the e-mail)
  • OR

  • ...By including links to a site that tries to get you to disclose personal data.

Spoof Emails

Even if you don't provide what they ask for, simply clicking the link could subject you to background installations of key logging software or viruses.

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14. Has this happened at Banamex USA?
A: At this point, we are not aware of any fraudulent e-mails claiming to be from Banamex USA. If you receive suspicious e-mails purporting to be from Banamex USA, please notify our Customer Service Center right away.

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15. How do I report a spoof e-mail?
A: Please call our Customer Service Center at 1-800-222-1234 from the United States or 01- 800-111-1234 from Mexico if you suspect that an e-mail claiming to be from Banamex USA is fraudulent. We will ask you to provide basic information about the e-mail and to give us your contact data, so we can reach you if we need details.

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16. How can I be sure that I'm dealing with Banamex USA and not an imposter?
A: You can tell that you're dealing with Banamex USA because:

  • Banamex USA will never send you an e-mail asking for your passwords, credit card numbers, or other sensitive information.
  • If we request information from you, we'll always direct you back to the Banamex USA site using secure links. These are for your convenience - you can also reach our site using your bookmarks or our published URL.
  • If you're required to enter personal information to perform a transaction, it's always done on a site secured with SSL technology - you can tell because there'll be a padlock icon at the bottom of your screen. Most important, if you click on the padlock, a security certificate will pop up. In it, there's a section that says "Issued to:" If it's really a Banamex USA site, then the URL will end in "banamexusa.com."

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17. How can I tell if an e-mail is a fraud?
A: Although there's no foolproof formula for spotting a spoof e-mail or web site, these signs should arouse your suspicion.

  • There may be a sense of urgency. Example: Your account will be closed or temporarily suspended. You'll be charged a fee if you don't respond.
  • There are embedded links that look legitimate because they contain all or part of a real company's name. These links may take you to spoof sites (or pop-up windows) that ask you to enter, confirm or update sensitive personal information.
  • There may be obvious spelling errors. These help spoof emails avoid the spam filters that ISPs use.

To tell if an e-mail is really from Banamex USA, you need to view the site that the URL is taking you to. Here's how to do so with HTML- and text-based e-mails:

HTML-based e-mail. In HTML e-mails (with graphics), to view the destination URL position your cursor over the link or button; the URL should appear in your e-mail program's status bar at the bottom of the window.

However, spoof URLs are intentionally long, so only the first part is usually visible in the status bar. It might look genuine, but it's not a guarantee of where you'll end up. Therefore, you need to view the entire URL and go there to make sure it's really a Banamex USA site. To do this:

  1. Position your mouse over the link and right click.
  2. Select Copy.
  3. Paste the URL into Notepad (or any text editor).
  4. When you arrive at the site, double click on the padlock icon and make sure that it's "Issued to" a URL that ends in citibanamex.com.

Text-based e-mails. Text-based e-mails also tend to contain very long URLs that you click on to get to a site. However, the URL may not represent the true destination. Here's how to verify that you're really at a Banamex USA site:

  1. Paste the URL into your browser.
  2. When you arrive at the site, double click on the padlock icon and make sure that it's "Issued to" a URL that ends in banamexusa.com.

If you've received e-mail asking you to sign on or to provide personal information that you suspect was not sent by Banamex USA, please contact our Customer Service Center.

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18. How can I protect myself?
A: We want your online experience to be enjoyable and worry-free. That's why Banamex USA uses 128-bit secure sockets layer (SSL) encryption and other security procedures. We also want to make you aware of several simple security tips you can follow while shopping and banking online at home:

  • Change your password periodically. Make sure to change your password periodically to protect your information - this can be done through the change password routine. If you ever suspect, even slightly, that someone may have your password - change it immediately.
  • Act quickly if you suspect fraud. If you believe someone is trying to commit fraud by pretending to be Banamex USA, please contact us immediately at 1-800-222-1234 from the United States or 01-800-111- 1234 from Mexico.
  • Use strong passwords or personal identification numbers for your Internet accounts. Choose passwords that are difficult for others to guess, and use a different password for each of your online accounts. Use both letters and numbers and a combination of lower case and capital letters if the passwords or PINS are case sensitive.
  • Keep your browser and operating system up to date. New versions and updates often include important security enhancements and can be downloaded-usually for free-on the vendor's web site. Some vendor sites even scan your computer (with your permission) to see if the software on your computer needs to be upgraded.
  • Make sure your home computer has the most current anti-virus software. Anti-virus software needs frequent updates to guard against new viruses. Make sure you download the anti-virus updates as soon as you are notified that a download is available. Some anti-virus software will even check for virus updates whenever you connect to the internet.
  • Leave suspicious sites. If you suspect that a website is not what it purports to be, leave the site immediately. Do not follow any of the instructions it presents.
  • Be alert for scam e-mails. These may appear to come from a trusted business or friend, but actually are designed to trick you into downloading a virus or jumping to a fraudulent website and disclosing sensitive information.
  • Don't reply to any e-mail that requests your personal information. Be very suspicious of any e-mail from a business or person that asks for your password, Social Security number, or other highly sensitive information--or one that sends you personal information and asks you to update or confirm it.
  • Open e-mails only when you know the sender. Be especially careful about opening an e-mail with an attachment. Even a friend may accidentally send an e-mail with a virus.
  • Be careful before clicking on a link contained in an e-mail or other message. The link may not be trustworthy.
  • Do not send sensitive personal or financial information unless it is encrypted on a secure website. Regular e-mails are not encrypted and are more like sending a post card. Look for the padlock symbol on the bottom bar of the browser to ensure that the site is running in secure mode BEFORE you enter sensitive information.
  • Do business only with companies you know and trust.
  • Be aware! Phony "look alike" websites are designed to trick consumers and collect their personal information. Make sure that websites on which you transact business post privacy and security statements, and review them carefully.
  • Always log out when you're done. If you are using the site from a public terminal, make sure to close the browser you were using when you're done to end your session.
  • Install a personal firewall to help prevent unauthorized access to your home computer. This is especially important if you connect to the Internet via a cable modem or a digital subscriber line (DSL) modem. Many internet service providers (ISPs) offer this feature, which protects your computer against unauthorized access by hackers.
  • Monitor your transactions. Review your order confirmations, credit card, and bank statements as soon as you receive them to make sure you're being charged only for transactions you made. Immediately report any irregularities in your Banamex USA accounts by calling 1-800-222- 1234 from the United States or 01-800-111-1234 from Mexico.
  • Check your credit report regularly. See if there are any activities you did not initiate-like someone applying for credit in your name-so you can act before any damage is done.

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19. Any tips on creating a password?
A: Your password is the key to your Banamex USA online account. Our goal is to provide you with the strongest security available. There are a few things that you should do to protect your password and your accounts.

Choose a Good Password:

Use the following tips to make it difficult for others to guess your password and to help keep your account secure.

Tips Examples
Do use at least 6 characters and a combination of letters and numbers. Good Passwords
fireman28a
5occerfan1963
mar23mbbd
Do not use single words that can be found in a dictionary. Bad Password
kangaroo
Do not use your name, your spouse's name, your pet's name, birthday, favorite food, or any personal information that others can easily obtain. Bad Passwords
viperfan
fido (pet's name)
Do not use a password that contains part of your User ID or email address. Bad Password
jimmy (while your ID is
jimmyinjersey)

Password and Account Protection:

Please note that Banamex USA employees will never ask you for your online password.

There are several steps that you can take to protect your password:

  • Do not use simple words as passwords.
  • Do not base your password on any personal information that is publicly available.
  • Make sure your password contains a healthy mix of letters and numbers.
  • Pick something you'll be able to remember well enough that you won't need to write it down, but that is not easy for someone else to guess. Since this will be the one password you need to get access to your accounts, it's worth taking the time to think of a good strong password to give you extra security.
  • Do not post your password in a public location. It is best to choose a password you won't need to write down. If you do need to write it down, make sure it's kept in a very safe location, not available to anyone but you.
  • Make sure to change your password periodically to protect your information - this can be done through the change password routine. If you ever suspect, even slightly, that someone may have your password - change it immediately.
  • Don't share your password with anyone. No one representing Banamex USA will ask for your password in any way other than through the secure Web form on our Web site, and you should never give it to anyone who asks for it in e-mail or phone or other form, even if they identify themselves as coming from Banamex USA.

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20. What does the deposit account closure process involve?
A: As part of the account closure process, Banamex USA will deactivate and cancel any active ATM or Visa Check Cards associated with your account(s). In addition, after your account closure date, Banamex USA will no longer honor any new transactions made on the account, including checks, deposits, withdrawals, or any other type of non-pre-authorized debits or credits, except for the closing withdrawal. For that reason, we urge you to cancel any automatic or recurring transactions you may have set up on your account prior to your account closing date.

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21. What about the funds in my deposit account?
A: You may choose one of the options listed below to retrieve your full account balance:

  1. Wire Transfer: You may request a wire transfer for the full balance of your account. We will waive, as a one-time courtesy, the wire transfer fee for sending your funds to an account at another institution. Note that the fee waiver only applies to the final transaction to close the account, and this transaction must be made to an account held in the name of the account owner. To facilitate this transaction, please complete the enclosed Wire Transfer Order Form and email it to us at faxccb@citi.com.
  2. Personal Check: if you have a checking account, you may write a check for the total account balance against your Banamex USA deposit account for deposit into the financial institution of your choice. For questions about your current balance, please contact Banamex USA Customer Care at 1-800-222-1234, from the U.S., or 01-800-111-1234, from Mexico.
If the balance of your account is less than $1,000.00 at closing, and you have not chosen one of the options listed above, Banamex USA may choose to remit a cashier's check for the full amount to you at your mailing address on file. You may also be eligible to request a cashier's check for the full account balance prior to your account closure date. To discuss this option, please contact Banamex USA Customer Care at 1-800-222-1234, from the U.S., or 01-800-111-1234, from Mexico.

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22. What about the funds in my time deposit account?
A: To retrieve the funds in your account, you may request a wire using the enclosed Wire Transfer Order Form. Your completed form should be emailed to us at faxccb@citi.com. We will waive the wire transfer fee for closing your account and sending your funds to an account at another institution, although you may be responsible for any incoming transaction fees assessed by the recipient bank. Note that the fee waiver only applies to the final transaction to close the Account, and this transaction must be made to an account held in the same name of the Banamex USA Account owner.
You may also be eligible to request a cashier's check for the full account balance prior to your account closure date. To discuss this option, please contact Banamex USA Customer Care at 1-800-222-1234, from the U.S., or 01-800-111-1234, from Mexico.

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23. How much will Banamex USA charge me for a wire transfer related to my deposit account closure?
A: We will waive, as a one-time courtesy, the wire-transfer fee for sending your funds to an account at another institution. Note that the fee waiver only applies to the final transaction to close the account, and this transaction must be made to an account held in the name of the account owner. Please keep in mind, however, that some banks charge their customers a fee for receiving a wire transfer, so to avoid any unpleasant surprises, we recommend that you ask the receiving institution about any fees.

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24. Can you transfer my deposit account(s) to an account at another financial institution?
A: Unfortunately we are not able to transfer accounts. You can open an account at another institution and transfer your remaining funds with a check or wire.

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25. How will my deposit account closure impact Banamex USA's tax reporting for my deposit account?
A: There will be no change to Banamex USA's tax reporting process.

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26. Will I continue to earn interest on my deposit account?
A: After your account closure date, your account will not be eligible to accrue interest.

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27. Will I continue to earn interest on my time deposit account?
A: After your account closure date, your account will not be eligible to accrue interest. However, we will credit you all interest due through the current maturity cycle into your account.

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28. How can I claim a lost, stolen, or damaged cashier's check?
A: If your check has been lost, stolen, or damaged, please call Banamex USA Customer Care at 1-800-222-1234, from the U.S., or 01-800-111-1234, from Mexico to request a Cashier's Check Loss Declaration form(s). Please return the original, signed, copy of the form(s) to us by mail as soon as possible, to ensure that you receive your replacement cashier's check in a timely manner. Please note that it may take 90 days or longer from the time we receive your form to issue a replacement cashier's check.

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29. What does the credit card account closure process involve?
A: Banamex USA will close any credit cards associated with the account(s) listed on your letter on your account closure date. Please contact any service providers that process recurring charges on your card prior to this date to avoid service interruption. On your account closure date, Banamex USA will no longer authorize and may not process any charges made on your account. For this reason, we urge you and any authorized users on your account to please destroy your card(s) no later than your account closure date.

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30. What if I still have a balance on my credit card account?
A: If you have a balance due on your credit card account on your account closure date, you are responsible for timely repayment of the outstanding balance, including any charges that may post to your account after closure. You will continue to receive monthly statements until the balance is paid in full.

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31. What will happen to my credit card account Annual Membership Fees?
A: Banamex USA has stopped charging annual membership fees, including annual fees related to the Miles Program, during the 2015 calendar year. Banamex USA is also in the process of refunding certain 2015 Annual Membership Fees. If, as the result of the reversal of Annual Membership Fee(s), your account shows a credit balance due to you after your account closure date, Banamex USA will automatically mail you a cashier's check within ninety (90) days of that closure date. You may call Banamex USA Customer Care at 1-800-222-1234, from the U.S., or 01-800-111-1234, from Mexico if you would like to request an accelerated reimbursement.

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32. What will happen to other benefits associated with my credit card account?
A: If your credit card allowed for Salon Beyond, Loan Advance, addition of authorized users, Travel Accident Insurance, other types of Insurance, replacement cards, or emergency cards, these benefits will end on your account closure date. In addition, Banamex USA will not provide a summary statement for your 2016 account activity. If your credit card allowed for Unibox/Online Passport, please be aware Unibox/Online Passport made the decision to terminate this service beginning on January 1, 2016.

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33. What will happen to my credit card account Miles?
A: As communicated to you in December 2015, Miles Program redemption will end on April 29, 2016. Please redeem your miles before that date. If you close your account voluntarily before April 29, 2016, please be advised that your ability to redeem miles terminates on the date you close your account. Additionally, any miles accrued after your March billing cycle statement will not be available for redemption. Please note that your Banamex USA account must be in good standing per the terms and conditions of the Miles Program for you to be eligible to redeem miles.

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34. How should I prepare for my credit card account closure?
A:

  • Destroy all cards associated with this account on or before the account closure date
  • Cancel any regularly scheduled, recurring payments associated with this account prior to the account closure date
  • Contact vendors associated with recurring payments and provide new payment information to avoid disruption in service
  • If applicable, redeem any miles before April 29, 2016 or before you voluntarily close your account
  • Discontinue use of any applicable benefits related to this account such as Salon Beyond, Loan Advance, addition of authorized users, Travel Accident Insurance, other types of Insurance, replacement cards, or emergency cards on your account closure date
  • Continue making monthly payments until any remaining account balance is paid off in full, to keep your account in good standing
  • Consider any applicable payment benefits or promotions offered by Banamex USA

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35. I have questions not covered here. What should I do?
A: Should you have additional questions, we invite you to contact Banamex USA Customer Care at your earliest convenience at 1-800-222-1234, from the U.S., or 01-800-111-1234, from Mexico, Monday to Friday, 6 a.m. to 7 p.m. Pacific Time, or Saturday, 9 a.m. to 4 p.m. Pacific Time.

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This information is as of March, 2016 and may be amended by Banamex USA at any time.

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