Top Questions

Wachovia is helping to make paying taxes quick and easy this tax season. You can make personal or business tax payments online using your Wachovia Check Card or Wachovia Credit card.

1. Under the Apply Online section of the Service Center page, click on the More Products and Services… link.  The Apply Online page will display. 
2. Click on the Apply for Credit Card link. 
3. Review and compare the different Credit Card products. 
4. After you select a product, you will be able to complete an online application.  If you need assistance completing your application, contact us at (866) 201-5702, 24 hours a day, seven days a week.

Online Statements is a free feature of Online Banking. Online Statements allows you to view electronic versions of your paper statements, giving you up to 16 months of statement history beginning with your most recent statement. They may be printed or saved for record keeping. Just click the View Paper Statements link under "Statements and Documents" on the Service Center page to enroll.

Online Statements are available for Brokerage and Command Asset accounts as well. To enroll:

1. Click the Online Brokerage tab at the top of the page.
2. Select Statements/Confirms/Tax Doc on the left-hand side of the page.
3. Click the Register tab for further instructions.

When you authorize a vendor to use your Wachovia Visa Check Card to pay a bill, it's as secure as Check Card purchases you make in person. And, you're protected by Visa's Zero Liability policy that guarantees your account is safe from any unauthorized use of your card or account number.

• If you have a transaction you need to inquire about or dispute, that has posted to your account, you can go to www.wachovia.com/customerforms and select Check Card Dispute Form to fax or mail in your request. 
• Or, you may login to Online Banking and go to the Customer Service tab within online banking and select Dispute or Inquire About a Transaction under the account services page.  Once you select the link you will be able to submit your request via a secure message.  You will need to fill out one form per item you would like to dispute.

If this transaction is due to your Check Card being lost or stolen, notify us immediately at 800-WACHOVIA (800-922-4684), 24 hours a day, seven days a week.

[IMAGE: " "]Pay Bills is a free option that allows you to pay your bills quickly, conveniently, and securely online through Wachovia.com. By selecting Add a Bill under the Pay Bills tab, you will be able to add in the Company or Person you would like to pay within the United States. Once you have added in your biller you will be able to schedule a payment. You can choose from any account listed in the drop down box in the Pay Bills section. You must then enter the amount and date you would like the payment to arrive at your biller. The dates listed in blue when you select the calendar to the right of the Pay Date are the dates available for payment. View our short demo to learn how to schedule a payment.

Payments are processed two ways. If a person or company has an electronic arrangement with us, the payment will be sent electronically.  For these billers, the first available blue date is usually one to two business days from the current date. If we do not have an electronic relationship with the person or company we will mail them a paper check. For these billers, the first available blue date is usually four to five business days away from the current date

For topics not addressed here, you may refer to Wachovia Online Services Demos for an overview of Pay Bills. You may also select the Billpay Help option under the Pay Bills tab for further instruction once you are inside your Online Banking.

In addition to answering account-related questions, Wachovia’s customer service representatives at Wachovia Direct Access can help you troubleshoot some computer problems affecting the performance of the online services you use through Wachovia. Online Services can be reached at (800) 950-2296, 24 hours a day, seven days a week. Press option 2 for technical questions, 3 for password issues.

Online Banking, Online BillPay, and Online Brokerage services
Among the issues we can help you address:

• Login problems—we can reset your password, if you know what it is, and fix other login-related problems.
• Minimum system requirements—we can determine if your browser and/or O/S meets these system requirements.
• Browser not configured to accept cookies—your computer must accept cookies to give you full use of Online Services. We can discuss which cookies we use, why we use them, and how they can help improve your online experience with us.
• Slow connections—we can help you clean out your temporary internet files to help improve your connection to Online Services.
• Security popup messages—we can help you set our website up as a “trusted site” so you will have the optimum experience with us.
• Javascript—we can ensure your browser is javascript enabled, so you can use all features our website has to offer.
• Basic Troubleshooting—we can diagnose and fix the most common problems for various internet connection types such as dial up, cable modems, and DSL lines.

Personal Finance Management Software
We can also help you address certain issues with Personal Financial Management (PFM) software, such as Quicken, Quickbooks, and MS Money:

• Connectivity errors—we can make sure you’re using the correct PIN and Customer ID, that your PFM software correctly recognizes your internet connection, and that you have correctly identified the proper financial institution so your software can communicate with Wachovia.
• Software setup errors—we can help you set up your data file and enable all your eligible accounts so you can download transactions and pay bills.
• Backing up and restoring files—we can help you save information or retrieve saved information.
• Software upgrades—we can help you upgrade to a newer version so you don’t risk losing any of your data and history.

Before calling, you may wish to review the Wachovia Software Help Page for step-by-step troubleshooting with most PFM software problems. For topics not addressed here, you may refer to the following third-party web addresses:

Quicken Support
Quickbooks Support
Microsoft Money Support

Note: There may be a charge for certain kinds of technical assistance when calling a third-party vendor.

For issues not listed here, contact your computer manufacturer, your Internet Service Provider (e.g., AOL, AT&T), or your Operating System manufacturer (e.g., Microsoft) for assistance.

Issues we don’t address:

• Forgotten passwords
• Inability to connect to the Internet
• Viruses and spyware
• Software downloads
• Lost files
• Slow connections due to memory problems
• Hardware problems

Many of the new browser versions have what is referred to as “popup blockers.” These popup blockers will prevent you from viewing some information that is presented in a separate browser window. The popup blocker function can be disabled so that you may view and have access to all of the features in Online Banking. If you are able to view Help, you will find instructions on how to disable the popup blocker for your specific browser in the Customer Service section under “Avoiding Browser Popup Blockers.” If you cannot view Help, call us at (800) 950-2296, 24 hours a day, seven days a week and we will assist you in adjusting your browser settings.

Look at the bottom left corner of your checks. If you have a Personal account the first sequence of numbers, usually a nine-digit number, is your ABA (American Bankers Association) routing number. If you have a Business account the ABA number will follow the six-digit check number at the bottom of your checks. The ABA number is also known as a Routing and Transit Number, RTN, or bank number. It was established by the American Bankers Association to identify the accountholder’s bank—for example, Wachovia—when processing checks or depositing money to an account.

Example of ABA number for a Personal account:

[IMAGE: "Personal Account ABA Number"]

To add an account to Online Banking:

1. Select the Add/Remove Accounts link on the right side of the "My Accounts" page in Online Banking.
2. Once the "Add/Remove Accounts" page appears, select the accounts you would like to add to Online Banking from the "Accounts not in online banking" box. To select multiple accounts, hold down the Ctrl key on your keyboard.
3. Click Add to move them to the "Accounts in online banking" box.
4. Click Next at the bottom of the page. The "Add Accounts Verify" page appears.
5. Click Submit to add the accounts to Online Banking.

To remove an account from Online Banking, you will need to call customer service at 800-WACHOVIA (800-922-4684).

[IMAGE: "View Demo"]After logging into Online Banking you will view the My Accounts page.  On the right side of the page you will see Change Password under the Customer Service menu.  Click on Change Password and you will view the Change Password/Secret Questions page.  Select the box beside Change Password.  Enter your new password on the page that appears.  You will receive a confirmation that your password was changed.

Note:  If you are viewing the Customer Service page in Online Banking, you may click on Change Password under My Profile. 

You may also change your Password from within your financial management software. Please reference the HELP section within your software for specific instructions.