Help & frequently asked questions.

Freeze your Neighbors First debit card immediately in the mobile app: open the app, tap Cards, tap your debit card, and tap Freeze Card. This blocks new transactions instantly. If you find the card, you can unfreeze it the same way — no need to call.

If you can't access the app, call our 24-hour card services line at (312) 555-4160. We will cancel the card and mail a replacement to your address on file within 5–7 business days. Rush delivery (2 business days) is available for $25.

You are not liable for unauthorized transactions if you report the loss promptly. Any pending transactions we identify as unauthorized will be reversed after our review.

Freeze your Neighbors First credit card in the mobile app under Cards → Neighbors Cash Rewards Visa® (or Low-Rate Visa®) → Freeze Card. Then call our card services line at (312) 555-4160 to request a replacement, which will arrive in 5–7 business days.

Under federal law, your maximum liability for unauthorized credit card charges is $50 — and Neighbors First waives even that when you report the loss promptly. Recurring charges (like subscriptions) that you had set up on the lost card will need to be updated with your new card number once it arrives.

You have two ways to dispute a charge:

• In the mobile app or online banking: find the transaction, tap or click it, and select Dispute this transaction. Fill in the dispute reason and any supporting details (receipts, emails, screenshots). We'll email you a confirmation within one business day.
• By phone: call (312) 555-4100 during business hours and ask for the Card Services team.

For most disputes we issue provisional credit within 10 business days while we investigate. The full investigation typically takes 30–45 days for card disputes and up to 90 days for international transactions.

Open your phone's wallet app (Apple Wallet, Google Wallet, or Samsung Wallet), tap Add card, and scan or enter your Neighbors First debit or credit card number. You'll be asked to verify by SMS text or by calling the number on the back of the card. Verification usually completes in under a minute.

Once added, your card is available for contactless payments in stores, in apps, and on websites that accept mobile wallets. The actual card number is never shared with the merchant — a device-specific token is used instead.

Using a Neighbors First ATM is always free with any Neighbors First checking or savings account. Neighbors First is also a member of the Allpoint® and MoneyPass® surcharge-free ATM networks — that's more than 55,000 free ATMs nationwide, including at most Target, CVS, Walgreens, and 7-Eleven locations.

If you use an out-of-network ATM, the ATM owner may charge you a surcharge (typically $2–$5), and Neighbors First charges $2.50 per out-of-network withdrawal. Neighbors Interest Checking customers get up to $15/month in out-of-network ATM fee refunds.

You can activate a new Neighbors First debit card three ways:

• In the mobile app — open the Neighbors First app, tap Cards, tap the new card, and tap Activate. You'll be asked to confirm the last four digits and choose or confirm your PIN.
• By phone — call the activation number on the sticker attached to the front of the card and follow the automated prompts. You'll be asked to verify identity and set a PIN.
• At a Neighbors First ATM — insert the card, enter the temporary PIN mailed with the card, and choose a new PIN of your own. The card activates on the first successful transaction.

Never give your PIN to anyone, including a caller who claims to be from Neighbors First. We will never ask for your PIN.

Change your PIN at any Neighbors First ATM: insert your card, enter your current PIN, choose Change PIN from the menu, and enter your new 4-digit PIN twice. You can also change your PIN from the mobile app under Cards → your debit card → Change PIN.

If you've forgotten your PIN, call our 24-hour card services line at (312) 555-4160. After we verify your identity we can either issue a new PIN by mail (arrives in 5–7 business days) or, if you're at a branch, help you set a new one right there. For security, Neighbors First cannot display or read back an existing PIN — we can only help you reset it.

Yes. Neighbors First Visa® debit and credit cards work at ATMs and merchants in more than 200 countries. Before you travel:

• Set a travel notice in the mobile app under Cards → Travel Notice, or call (312) 555-4160. Travel notices help our fraud monitoring recognize legitimate foreign use.
• Confirm the phone number and email on file so we can reach you if a transaction looks suspicious.
• Carry a backup payment method in case one card is lost or blocked.

Foreign-transaction fees: zero on Neighbors First credit cards; 1% of the US-dollar amount on debit-card purchases and ATM withdrawals abroad. The ATM operator may also charge a local surcharge. Card monitoring stays active worldwide.

Default daily limits on a Neighbors First personal debit card are $2,500 for point-of-sale purchases and $500 for ATM withdrawals. Business debit-card limits are higher and set per account. You can view the exact limits on your card in the mobile app under Cards → your debit card → Limits.

A transaction can be declined for several reasons:

• Insufficient available funds (remember to account for pending holds)
• Daily purchase or ATM limit reached
• Card is frozen, expired, or not yet activated
• Fraud monitoring flagged the transaction — you'll usually get a text asking to confirm it
• Merchant category is blocked in your card controls
• International transaction with no travel notice set

For a one-time increase to your limit (large purchase, closing costs, etc.), call (312) 555-4100 during business hours.

You can open a Neighbors First personal checking or savings account three ways:

• Online — takes about 10 minutes. You'll need your Social Security Number, a valid government-issued photo ID, your current address, and a way to fund the account (bank transfer, debit card, or check).
• By phone — call (312) 555-4100 and ask for New Accounts.
• In person at any of our 10 Chicagoland branches — no appointment needed for personal accounts, though you can schedule with a specific banker if you prefer.

To open a business account, you'll need to visit a branch or call to schedule an appointment. Bring your business formation documents, EIN, and photo IDs for all authorized signers.

Neighbors First Bank's ABA routing number is 071000039. Use this number for direct deposit, ACH transfers, wire instructions (domestic), tax refunds, and employer setup. For international incoming wires, ask for the wire instructions from any banker — additional intermediary bank information is required.

Yes. Neighbors First Bank is FDIC-insured. Each depositor is insured up to $250,000 per ownership category — meaning individual accounts, joint accounts, and retirement accounts each have their own $250,000 of coverage. If your total deposits exceed those limits, talk to a banker about structuring your accounts (or using additional ownership categories) to fully protect your money.

To close a Neighbors First deposit account, visit any branch with a valid photo ID or call us at (312) 555-4100. We'll help you transfer any remaining balance and provide written confirmation of the closure. Before closing, be sure to redirect any direct deposits and cancel any scheduled bill payments or transfers. There is no fee to close a Neighbors First account.

Give your employer (or the Social Security Administration, or any other payer) your Neighbors First account number and our routing number, 071000039. Most employers have a direct deposit form to fill out. You can find your account number in Online Banking, in the mobile app, on your checks, or on your monthly statement. Direct deposit typically takes one or two pay cycles to become active.

An overdraft happens when a transaction posts to your account for more than the available balance. At Neighbors First, depending on the transaction type and your account settings, one of three things happens:

• The transaction is paid and your account is overdrawn. A $32 overdraft item fee applies (maximum 4 fees per day). If your account balance is negative by less than $5, no fee is charged.
• The transaction is returned or declined. For a returned check, ACH, or bill payment, a $32 return-item fee applies. Debit-card purchases at point of sale and ATM withdrawals are declined at no charge unless you have opted into overdraft coverage for those transactions.
• Overdraft Protection covers it from a linked Neighbors First savings, money market, or credit-card account. Transfers from Overdraft Protection are $10 per transfer, capped at one per day.

You can enroll in or opt out of debit-card overdraft coverage at any time in Online Banking under Settings → Overdraft Preferences, or by calling (312) 555-4100. Full details are on the Personal Deposit Account Agreement and Fee Schedule on our Disclosures page.

You can update contact information three ways:

• Online banking — Settings → Profile → Update contact information. Some changes (like a mailing address) require you to verify identity with a one-time code.
• Mobile app — Menu → Profile → Contact information.
• In person at any of our 10 Chicagoland branches, or by calling (312) 555-4100. Bring a valid photo ID if visiting a branch.

Address changes can take one business day to fully propagate across systems — this can affect where a new debit card, statement, tax form, or fraud alert is sent, so it's worth updating well before you need something mailed.

Order Neighbors First personalized checks three ways: from Online Banking under Services → Order Checks; from the mobile app under Menu → Order Checks; or at any branch. Basic check reorders cost $22 for a box of 150 and typically arrive in 7–10 business days. Rush shipping (2 business days) is available for an additional $18. Business checks and specialty designs are priced separately.

Place a stop payment on a Neighbors First check three ways:

• Online banking — Services → Stop Payment. You'll need the check number, exact amount, payee name, and date the check was written.
• Mobile app — Menu → Stop Payment.
• By phone or branch — call (312) 555-4100 or visit any branch.

A stop payment costs $32 per check and remains in place for six months, after which you can renew if needed. Stop payments are not guaranteed if the check has already been paid or cleared — always verify the check has not posted before requesting a stop payment. Do not send full check details in unencrypted chat or email; use online banking or the phone for security.

Wires are initiated three ways at Neighbors First:

• Online banking (personal and business) — Payments → Send Wire. Business accounts require dual approval for wires over $10,000.
• By phone with a banker — call (312) 555-4100. Callback verification is required.
• In person at any branch. Bring a photo ID and the full wire instructions.

For an outgoing wire you'll need:

• Recipient's full name and address
• Receiving bank name, address, and routing/SWIFT code (SWIFT for international)
• Beneficiary account number (IBAN for many countries)
• Amount and purpose of the wire

Cutoffs: domestic wires by 4:00 PM CT; international wires by 3:00 PM CT. Fees: outgoing domestic $30, outgoing international $50, incoming domestic $15, incoming international $20 (waived for Neighbors Interest Checking and Commercial Checking customers).

Wire fraud is common and often irreversible. Neighbors First will callback-verify any wire request over $10,000 or with new instructions. If a vendor or contact emails you new wire instructions, always confirm by phone at a number you already trust — never a number from the new email.

Lobby and drive-up hours vary slightly by branch, but most Neighbors First branches are open Monday–Friday, 8:30 AM – 6:00 PM. All branches are closed on Saturdays and Sundays.

Online banking, the Neighbors First mobile app, and our ATMs are available 24/7 — including nights, weekends, and holidays. Card services and our fraud team are also available 24/7 at (312) 555-4160.

See the Locations page for exact hours at each branch.

Start by talking to Michael Reynolds, our Senior Mortgage Loan Officer. Michael rotates through five Chicagoland branches each week — Chicago Loop on Mondays, Lincoln Park on Tuesdays, Naperville on Wednesdays, Schaumburg on Thursdays, and Orland Park on Fridays. You can call him directly at (312) 555-6202 or email michael.reynolds@neighborsfirstbank.com.

To pre-qualify (a soft credit pull, no impact to your credit score), have ready your gross annual income, current housing cost, monthly debt payments, and estimated down payment. A pre-qualification letter is issued within 24 hours and is good for 90 days. For a full pre-approval you'll need to provide pay stubs, W-2s or tax returns, bank statements, and consent to a hard credit check.

Minimum credit scores vary by loan type:

• Conventional mortgage: typically 620+
• FHA mortgage: 580+ (with 3.5% down) or 500+ (with 10% down)
• VA mortgage: no formal minimum; 620+ recommended
• Jumbo mortgage: typically 700+
• Auto loan: typically 620+ for best rates; scores as low as 550 considered
• Personal loan: typically 660+
• Credit card: Cash Rewards typically 700+; Low-Rate typically 680+

These are guidelines — a Neighbors First loan officer will consider your full financial picture, not just your credit score.

Pre-qualification letters are issued within 24 hours of applying. A full mortgage approval typically takes 30–45 days from application to closing, depending on how quickly you can provide documentation and how quickly the appraisal and title work complete. Refinances usually close in 30–40 days. Neighbors First underwriting is done locally, in Chicagoland — no third-party underwriter.

Yes. Neighbors First offers down payment assistance of up to $10,000 for qualifying first-time homebuyers with household income within program limits, plus free first-time homebuyer education workshops at multiple branches throughout the year. Talk to Michael Reynolds (see mortgage question above) for full program details.

Yes. All Neighbors First consumer loans (mortgages, home equity, auto, personal) have no prepayment penalty — you can pay extra principal at any time, refinance, or pay off the loan in full without any additional fee. Extra principal payments reduce the total interest you'll pay over the life of the loan; be sure to designate extra payments as principal in the memo (or in the online banking payment screen).

Visit neighborsfirstbank.com and click Enroll in Online Banking. You'll need your Neighbors First account number and the last four digits of your Social Security Number. Enrollment takes about five minutes. Once enrolled, you can download the Neighbors First mobile app from the App Store or Google Play and log in with the same credentials.

On the online banking or mobile app login screen, tap Forgot password and enter your username. We'll send a one-time code to the email or phone number on file to verify your identity, then let you set a new password. If you don't remember your username, call us at (312) 555-4100 and any banker can help you recover it after verifying your identity.

Personal accounts can deposit up to $10,000 per day and $25,000 per rolling 30 days using the mobile app. Business accounts start at $25,000 per day and $100,000 per 30 days, with higher limits available on request. Deposits made before 8:00 PM CT on a business day are usually available the next business day; deposits made after 8:00 PM CT or on weekends/holidays are processed the next business day.

Log in to online banking or the mobile app and select Zelle®. You can send money to any US bank account using just the recipient's email address or US mobile phone number. If the recipient is enrolled with Zelle® at their bank, the money typically arrives in minutes. If they're not yet enrolled, they'll get a notification to enroll and the payment will complete once they do. Zelle® is designed for payments to people you know and trust — payments cannot be reversed once sent.

Call our 24-hour fraud line immediately at (312) 555-4160. We'll help you freeze affected cards, review recent transactions, and start a fraud claim. If you're using the mobile app, you can also freeze cards yourself under Cards → Freeze Card.

Change your online banking password (in Settings → Security), review your account for any unfamiliar payees or scheduled transfers, and turn on account alerts if you haven't already. If you shared login information with anyone (even someone who claimed to be a bank representative), tell us — that changes how we investigate.

Neighbors First will never:

• Ask you for your online banking password by phone, email, or text
• Ask you to move money to a "safe account" or send yourself money via Zelle®
• Ask for your full Social Security Number by email
• Send you a link and ask you to log in to verify a suspicious transaction

If you get a message that seems off, don't click links or call the phone number in the message. Instead, call the number on the back of your card or on our website ((312) 555-4100) and ask us directly.

Neighbors First uses multiple layers of security to protect your accounts:

• 24/7 automated fraud monitoring on all debit and credit card transactions
• Multi-factor authentication for online banking and mobile app logins
• Optional real-time transaction alerts by text or push notification
• Instant card freeze from the mobile app
• End-to-end encryption for all online and mobile banking sessions
• Positive Pay for business accounts to block unauthorized checks and ACH