Converting from Your Haven Trust Internet Banking Service to BB&T OnLine®

Beginning March 16th, Haven Trust Bank will become BB&T and your online banking service will convert to BB&T OnLine®, the free BB&T Internet banking service.

We know you have a lot of questions about your online banking service. The following answers to some frequently asked questions will help you understand important information about the conversion process, what you should do during this time, and where you can get assistance if you need it.

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What are the key dates I should know?
Below is an outline of what you can expect prior to, during and following conversion of your Haven Trust Internet banking service to BB&T OnLine.
Key Dates
March 11th
  • At 4:30 p.m. Eastern Time access to your Haven Trust Internet banking service will become view-only. You will still be able to view your transaction history through your Haven Trust Internet banking service until April 14th.
  • After this day, you will no longer be able to schedule payments or make transfers through your Haven Trust Internet banking service.
  • Please note: Bill payments through your Haven Trust Internet banking service can be scheduled prior to March 11th at 4:30 p.m. Eastern Time. Online transfers will continue to take place through March 11th at 4:30 p.m. Eastern Time.
  • Any online bill payments scheduled for processing this day through your Haven Trust Internet banking service will be processed as scheduled.
  • Any bill payment scheduled with Haven Trust with a process date through March 13th will be processed by Haven Trust. Bill Payments with a process date after March 13th will be processed by BB&T.
March 16th
  • Log on to BB&T OnLine at www.BBT.com.
  • Your User ID is the same as it was for your Haven Trust Internet banking service, unless you received a letter from BB&T OnLine stating otherwise.
  • Your temporary Password is the last five digits of your Social Security number or Tax ID number.
  • When you log on to BB&T OnLine for the first time, you will be asked to update your password, to agree to receive electronic communications and agree to the BB&T OnLine Banking Agreement and Initial Disclosures. You will also set up personal security questions.
  • You may change your User ID and/or Password online by clicking the Customer Service tab in BB&T OnLine.
  • You will begin to accumulate transaction history on this date.
  • Your payees and scheduled payments from your Haven Trust Internet banking service will be available in BB&T OnLine.
  • BB&T will begin processing payments on March 16th.
April 14th
  • View-only access to your Haven Trust Internet banking account will be discontinued at the close of business on April 14th.

What should I do prior to the conversion?
Your Haven Trust Internet banking service will become view-only at 4:30 p.m. Eastern Time on March 11th. To ensure a smooth transition, prior to this date please take time to do the following:
  1. Back up your Haven Trust Internet banking transaction history. Your transaction history will not convert to BB&T OnLine. Get more information about backing up your account history.
  2. Review your online bill payment information. Your payees and scheduled bill payments will automatically convert to BB&T OnLine. However you should review your payees and scheduled bill payments to make sure all of the information is accurate and current.

How do I back up my Haven Trust Internet banking transaction history?
Follow these instructions to back up your transaction history.
  1. Log on to your Haven Trust Bank Internet banking account
  2. From the Account Detail screen, select View Account.
  3. Select Transactions and then select Export Transactions.
  4. Under Cycle, select All.
  5. Select Export and then Save.
  6. Your transaction history will be saved as a MS Excel file.

What should I do after the conversion?
You may begin using BB&T OnLine on March 16th. On this day, you should do the following:
  1. Log on to BB&T OnLine
    • Visit www.BBT.com and look for the BB&T OnLine logon box on the upper left side of your screen.
    • Your User ID will be the same as it was for your Haven Trust Internet banking service, unless you were otherwise notified by BB&T.
    • Your Password will have been temporarily set to the last five digits of your Social Security number or Tax ID number, unless you received a letter from BB&T stating otherwise.
    • You may wish to add www.BBT.com to your favorites for easy access.
  2. Review your accounts
    • You will see your current and available account balances.
    • You may also see additional accounts such as your BB&T mortgage, credit cards, home equity lines of credit, and consumer loans.
    • If you do not see an account that you were able to see in your Haven Trust Internet banking service, please contact BB&T OnLine Phone Support at 1-888-BBT-ONLINE (1-888-228-6654) for assistance.
    • BB&T OnLine automatically displays up to 148 accounts.
  3. Review your payees
    • Review your payee information and edit as necessary.
  4. Review your scheduled and repeating online bill payments
    • Please review your upcoming scheduled bill payments.
    • Your Haven Trust Internet banking Send On date should be the same as the BB&T Processing Date.
    • You may adjust your Processing Date in BB&T OnLine by choosing the Edit Payment option found in Scheduled Payments.

What will happen to my scheduled and recurring bill payments?
All of your scheduled bill payments will be converted to BB&T and will process as scheduled. Your Haven Trust Internet banking Process Date will become your Processing Date at BB&T.

How do I log on to BB&T OnLine?
You may begin using BB&T OnLine on March 16th.
  • Visit www.BBT.com and look for the BB&T OnLine banking logon box on the upper-left side of your screen.
  • Your User ID will be the same as it was for your Haven Trust Internet banking service, unless you have been otherwise notified by BB&T.
  • Your Password will have been temporarily set to the last five digits of your Social Security number or Tax ID number, unless you received a letter from BB&T stating otherwise.

What are the differences between the Haven Trust Internet banking service and BB&T OnLine, the BB&T Internet banking service?
Haven Trust Internet Banking BB&T OnLine Banking
Changing User ID You can change your assigned User ID online. You may change your User ID from the Customer Service tab in BB&T OnLine.
Available Account Types
  • Checking
  • Money market
  • Savings
  • CDs/IRAs
  • Credit lines
  • Consumer loans
  • Business loans
  • Checking
  • Money market
  • Savings
  • CDs/IRAs
  • Credit lines
  • Mortgages
  • Consumer loans
  • Business loans
  • Credit cards
  • Investments and trust
Viewing Accounts Your accounts automatically display in Haven Trust’s Internet Banking. Haven Trust’s Internet banking can display up to 99 accounts. Your accounts automatically display in BB&T OnLine. BB&T OnLine can display up to 148 accounts.
Forgotten Passwords and Locked Accounts If you are locked out of online banking due to failed Password attempts, you can regain access by calling a Haven Trust online banking administrator. You can reset your Password and unlock your account online.
Balance Information The online banking system is online and reflects real-time data. The last processing date is always the current date. The online system displays both Current Balance and Available Balance.

Current Balance is your account balance as of the last processing date.

Available Balance is your balance as of the last processing date, plus any pending transactions.
Check Images View current month’s and previous cycle’s check images. View up to 90 calendar days of check images.
Online Statements No online statements. 2-years of statements available online.
Mobile Banking and Alerts No mobile banking or alerts. Mobile banking and alerts available.
Transfer Amounts There is no maximum amount for transfers. Transfers may be in any amount up to $1,000,000 per transaction.
Bill Payment Fees Online bill payment service is free of charge. BB&T OnLine Bill Payment is free of charge.
Maximum Bill Payment Amounts There is no maximum amount for bill payments. Maximum amount is $100,000 per bill payment transaction.
Bill Payment Processing Dates A Send On date is chosen, not a withdrawal date. For immediate, one-time bill payments, the Send On date is not always the withdrawal date. BB&T OnLine allows you to choose the date that your payment will be processed. Funds for electronic payments are withdrawn from your account on the Processing Date. Funds for paper check bill payments are not withdrawn until the date the check clears your account.

The Delivery Date is automatically calculated when you enter your Processing Date. The Delivery Date is the date your payee will receive your payment.
Withdrawal Dates for Payments Scheduled on Weekends and Holidays Haven Trust’s Online Bill Payment will not allow you to schedule a future payment on a weekend or holiday and will suggest the next business day as the Processing Date.

If a recurring payment falls on a weekend or holiday, the Processing Date for your payment will be automatically moved back as necessary to ensure your payment arrives to your payee in the stated delivery timeframe.

 BB&T OnLine Bill Payment will not allow you to schedule a future payment on a weekend or holiday and will suggest the next business day as the Processing Date.

If a recurring payment falls on a weekend or holiday, the Processing Date for your payment will be automatically moved back as necessary to ensure your payment arrives to your payee in the stated delivery timeframe.
Bill Pay/Transfer Cut-Off Times Bill payment cut-off time is 4:30 p.m. Eastern Time.

Transfer cut-off time is 4:30 p.m. Eastern Time.

 BB&T OnLine Bill Payment cut-off time is 7:00 p.m. Eastern Time.

Transfer cut-off time is 9:00 p.m. Eastern Time.
Bill Payment Overdraft Fee There is no overdraft fee for Bill Payment. BB&T OnLine Bill Payment overdraft fee is $34 per overdraft.
Personal Financial Management Software Transaction history information can not be exported into Quicken® and Microsoft® Money from your Internet banking service. Download your Internet banking transaction history, pay bills and make transfers directly in Quicken® and Microsoft® Money.
ATM Transactions ATM transactions are reflected immediately in your account balances. ATM transactions are reflected immediately in your account balances.
Customer Service Availability Customer Service is available from 9:00 a.m. to 5:00 p.m. Eastern Time, Monday through Friday. BB&T OnLine Banking Support is available from 6:00 a.m. to midnight, Eastern Time, seven days a week, excluding Christmas Day.

Where can I get help?

You have several options for obtaining help with BB&T OnLine.

OnLine BB&T OnLine Help You may find answers to many of your questions through the convenient online Help pages found in every section of BB&T OnLine.
Phone BB&T OnLine Banking Support

You may call 1-888-BBT-ONLINE (1-888-228-6654)

Hours of operation are from 6:00 a.m. to midnight Eastern Time, seven days a week, except Christmas Day.

Email Customer Service Email You may send your questions to customer service using the secure email within BB&T OnLine.

Can I view a demo of BB&T OnLine?
Yes. BB&T has guided demos for BB&T OnLine and BB&T OnLine Bill Payment for you to view at your convenience.

Can I view the BB&T OnLine Banking Agreement and Initial Disclosures?

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For additional questions, please contact us at 1-888-820-7106.

Important Conversion Dates

March 16, 2009

Your Haven Trust Bank accounts will automatically convert to BB&T accounts. You should also receive your new BB&T Check Card or ATM card in the mail.

March 18, 2009

A letter will be mailed to you with information and details about your new BB&T account(s).

Online Banking Important Information

March 11, 2009

At 4:30 p.m. ET, access to your Haven Trust Internet banking service will become view-only. Any online bill payments or transfers must be scheduled prior to this time.

March 16, 2009

Your Haven Trust accounts and outstanding bill payments will automatically convert to BB&T OnLine.

Your transaction history with BB&T will begin to accumulate and can be viewed within 24 to 48 hours of your initial logon to BB&T OnLine.

How to log on to BB&T OnLine

April 14, 2009

This is the last day you can access your Haven Trust Internet banking account history information. We recommend that you print your Haven Trust transaction history for your records, since this information will not be viewable in BB&T OnLine.