Frequently Asked Questions

Q: Are Rockwood Bank ATMs the only ATMs I can use without incurring a surcharge?
A: No, all ATMs that are a part of the MoneyPass network can be used surcharge-free with your MoneyPass ATM card. Not all ATMs may display a MoneyPass decal and some may have stickers or warning screens about surcharge fees, but your transaction will be surcharge-free at the ATMs listed on www.moneypass.com.

Q: How do I activate my debit card?
A: Call 1-800-862-0760 (or complete any pin-based transaction)

Q: How much can I spend on my debit card?
A: The Rockwood Bank Visa debit card has a daily limit of $1,600. There is a point of sale limit of $800 and an ATM cash withdrawal limit of $800. This limit is set to protect the funds in your account.

Q: What is the afterhour lost debit card number?
A: 1-800-472-3272

Q: What is the charge for a new debit card, a new pin and hot cards?
A: New Debit Card - $5, Pin Reminder - $2, Hot Card - $10

Q: Which countries are blocked for debit cards?
A: Dominican Republic, France, India, Italy, Japan, Jordan, Lebanon, Poland, Romania, Russian Federation, Spain, United Kingdom

Q: Do you offer mobile banking?
A: We recently launched our redesigned website that is mobile-optimized to make it much easier to navigate on a tablet or smart phone. We regularly review new technologies to make sure we are providing you with the best customer experience we can provide. We consistently look at new and innovative ways to offer services that are the most affordable and convenient for you. Please contact us if there are any services we can provide to you that we are not currently providing.

Q: I’d like to move my account to Rockwood Bank but it’s such a hassle to move accounts. How can you help me with the transition?
A: At Rockwood Bank, we try to make the transition from another bank to us as simple as we can. We’ve provided a helpful list of instructions to guide you through the process. You are welcome to print and begin filling out this sheet so that you can bring it to any of our locations where we can better assist you through the process of transferring your account.

Q: What are the instructions for sending or receiving a wire?
A: Please see our Domestic or International wiring instructions.

Q: How late can a customer send or receive a wire transfer?
A: The wire transfer cut-off time is 3:00pm. The international wire cut-off time is 1:00 pm.

Q: Touch tone banking is telling me my password has expired and to enter a new one.  What do I do?
A: Choose a new 4-digit number and press #

Q: How far back can I view E-statements?
A: Six months

For your protection, we recommend that you do not email important financial or personal information such as account numbers, social security numbers, debit card numbers, internet passwords, etc.
We cannot guarantee the security of standard email communication.