Online Banking Agreement

In this agreement “you”, “your”, and “yours” refers to each of you that will be using the Family Federal Savings Online Banking Services described in this agreement. “We”, “us”, “our”, and “Bank” refers to Family Federal Savings “Account” refers to the deposit accounts you have designated in your application for Family Federal Savings Online Banking Services associated with your designated deposit and loan accounts. This agreement contains the terms and conditions governing the Family Federal Savings Online Banking Services for which you have applied. The Family Federal Savings Online Banking Service (the “Service”) is an electronic banking and information service, which permits you, through the use of the Internet and your personal electronic devices, to access your Accounts and make payments through the Internet, using a browser. The Bank may modify the terms of this agreement from time to time and your continued use of the service(s) will constitute your acknowledgement of an agreement to those changes. Any such amendments shall be effective thirty (30) days after the Bank sends notice of the amendments to you.

Please read this Agreement carefully, and retain a copy for your records. You may print this Agreement or download the Agreement to your computer. You may request a copy of this Agreement by email or telephone.

By clicking the “I Agree” button at the end of this Agreement, you are consenting to receive the required disclosures and messages regarding the Online Banking Service electronically. Your consent pertains to these Online Banking Services only and does not include any other disclosure the Bank may need to provide to you.

For Business Users

If the account(s) designated in this agreement is/are business account(s), the Account Holder agrees that the account(s) will be used solely for business purposes and shall not be used for personal, family or household purposes. The Account Holder acknowledges and agrees that the provisions of the Federal Electronic Fund Transfers Acts, Regulation E and other consumer protection laws and regulations do not apply. We have no liability to business customers for the failure to process transactions for any reason.

Description of Services

You may use the Online Banking System for the following standard services as available:

  • View current balance information on your FFS accounts;
  • View FFS account history;
  • Transfer funds between your accounts with FFS;
  • Pay bills;
  • Make payments on FFS loans;
  • View check images;
  • Retrieve statements, and
  • Export history information in various formats

New Services

Family Federal Savings may, from time to time, introduce new online services. We will notify you of any new services. By using these services when they become available, you agree to be bound by the rules communicated to you concerning these services.

Equipment Requirements

The customer is solely responsible for the maintenance, acquisition, installation, and operation of its computers and the hardware or software used to access business online banking. These devices include but are not limited to; telephones, modems, computers, smart devices, and so forth. You agree to use devices and software that are compatible with the Bank’s program and understand the requirements may change from time to time without notice. The Bank is not responsible for any incompatible equipment or software.

In order to use Family Federal Savings Online Banking, you will need the following:

  • A personal device that is capable of accessing the Internet
  • A current version of Windows or Mac OS with adequate hard drive space
  • Software that enables you to receive and access PDF files, such as Adobe Acrobat Reader

You agree to indemnify the Bank against any errors, failures, or malfunction of your equipment and software and understand that it is your responsibility to protect your systems against virus or any related issues or problems that may occur. You agree to keep your system(s) up to date and free of any virus, malware, or other harmful components. The Bank STRONGLY recommends you routinely scan all of your devices using the most up to date virus protection programs and malicious software detecting products.

The use of your User ID and Password is a security procedure established by the Bank to authenticate the identity of the person attempting to gain access to your account(s). The security procedure is not designed for the detection of errors. We may require you to change your Password from time to time for security reasons. You should keep your Password in a secure location. Any person having access to your User ID and Password will be able to access the Online Banking Services and perform all transactions, including reviewing your account information and using the Online Banking Services to transfer funds out of your account(s). You are responsible for safeguarding your User ID and Password and your personal computer or mobile devices.

Use of the Service

To become eligible to use the Service, you must accept this agreement and select a unique User ID and password. Your use of any Online Banking Service means that you agree to the terms and conditions stated in this agreement. You also agree to accept communications from us electronically, such as updates to this. These terms and conditions in this agreement are in addition to any deposit account or other agreement you have with us relating to your Account(s), including any disclosure made pursuant to such agreements. You must maintain your Accounts in good standing with FFS in order to perform transactions using Online Banking.

Password and User ID

You will select a User ID, and we will assign you a temporary Password before your first use of the Service. You will select a unique Password the first time you use the service. You agree to keep your User ID and Password confidential to prevent unauthorized access to your Accounts and to prevent unauthorized use of the Service. Your use of the Service may be revoked or canceled at any time without giving you prior notice to assist us in maintaining the security of your Accounts. The User ID and Password are used to identify you as an authorized user of the Service. You also agree not to reveal your User ID and Password to any person. If you believe that the secrecy of your User ID and Password have been compromised you should call us AT ONCE at 1-800-439-3339.

Fraudulent Emails

Some emails and texts you receive may look official, but they could be fraudulent. Never click on a link or attachment or respond to an email or text and provide personal information i.e. credit card numbers, social security numbers, or other banking details. Instead, contact the company directly or visit online by typing the company Web address into your Internet browser. Family Federal Savings will never ask you to share your personal information, including your user ID or online banking password via email or text. If you suspect that you have received a fraudulent email that appears to be from Family Federal Savings, forward the message to us at If you responded to a fraudulent text or email or disclosed personal information, immediately go to another (ideally) computer/device and change your password. Then contact the Customer Service Department at 1-800-439-3339.

Accessible Accounts

You may access account and transaction information and conduct electronic banking transfers from a Family Federal Savings Checking account, a Money Market Account, and a Statement Savings type of account. Bill payment may be conducted with a Family Federal Savings Checking Account. You may only view a Passbook or Certificate of Deposit account. You may also access account and transaction information and initiate loan payments to FFS loan accounts.

Account Balance and Transaction Information

The account information you access via Family Federal Savings Online Banking will generally be current as of the business day you obtain the information, unless another date and time is requested. You may access your FFS account(s) by utilizing an internet enabled device and by using your USER ID and Password.

Hours of Accessibility

You can access your Family Federal Savings accounts through the Online Banking Platform seven days a week, 24 hours a day. However, at certain times, some or all of the Online Banking Platform may not be available due to system maintenance. You will be notified online when this occurs. Our business days are Monday through Friday, excluding Federal, State and Bank holidays


Your available balance may reflect your Overdraft Privilege or linked savings account balance, as well as temporary holds or restrictions. Monies drawn against Overdraft Privilege or linked savings funds will incur a fee.

Transfers Between Family Federal Savings Bank Accounts

Transfers between your accounts are real-time transactions and can be processed at any time Family Federal Savings Online system and the Bank’s data processing system are operating. Transfers made on a weekend or holiday are available immediately for your use, but will have an effective date of the following business day. If you wish to cancel a scheduled or recurring transfer, you must cancel the transfer before 3:00 p.m. on the business day before the transfer is scheduled to occur. Transfer of funds is permitted between your Family Federal Savings Checking, Statement Savings, Money Market Account, and to make Family Federal Savings loan payments. Please note that for any Money Market Account or Statement Savings account, you may make as many in-person withdrawals as you wish, but Federal law limits the number of telephone and/or third party electronic fund transfers from your account to no more than six (6) per statement cycle. This limit includes those conducted by telephone transfers, Family Federal Savings Online Business Banking, checks, POS transactions, overdraft protection transfers, ACH transactions, online bill payments and online transfers. If you exceed these transfer limitations, such accounts may be transferred to a transaction account.

Transfers to Unlinked Accounts will only allow deposits into the account. This service allows for transfers from your Family Federal Savings accounts to another customer’s account held at Family Federal Savings. The customer you wish to transfer funds to must provide you with their name, as it appears on their account, and their account number to authorize the transfer of funds. The limit is $1,000.00.

Bank to Bank Transfers

This service allows for transfers from your accounts held at Family Federal Savings to your accounts at another financial institution. Bank-to-bank transfers are accomplished by ACH debit and credits. By linking an external account, you authorize us to initiate automated clearinghouse debit or credit entries to such external account. You agree to provide us written documentation of your ownership of or unlimited authority regarding such external linked accounts, as applicable, upon our request. Accounts maintained at the other financial institution must be either a checking or a savings type of account and must be in your name.

You may set up a bank-to-bank transfer under the ‘Transfers and Payments” screen. You must enter the other financial institution’s routing number and your checking or savings account number. In most cases, you may find this information at the bottom of a check or deposit slip. Within a few days, your account at the other financial institution will receive two small deposits which must be verified by you before the transfer service can be initiated.

Transfer of funds between your accounts at another financial institution will generally be received no more than two (2) business days following the scheduled processing date.

For one-time bank-to-bank transfers, you must initiate the transfer before 3:00 pm for same day processing. One-time bank-to-bank transfers scheduled after 3:00 pm or on a weekend will be initiated the next business day. Only available funds may be transferred. It may take 3 to 5 business days to complete a transfer.

You are required to notify us if any external linked account is closed or your withdrawal rights are limited or removed so such external linked account may be unlinked from Online Banking Services. You acknowledge that all transactions involving external linked accounts must comply with Applicable Law.

Additional Services

Bill Payment

If you choose to use the EZ Pay Plus Bill Payment service, you select the Family Federal checking account or accounts you wish to use (your “Funding Accounts”), and you authorize us to deduct your payments from your Funding Accounts even if they create an overdraft. Our normal overdraft fees will apply to each item that overdraws your account. (Refer to Charges section for specific fees). You may not select a savings account or money market account for the bill payment service.

Accessing the Service

You will access the Bill Payment service through your online banking account.

Payment Restrictions

You may not use the Service to transmit child support, alimony or other court-directed payments, nor to pay taxes or make other payments to government agencies.

Payments may not be remitted to security companies for stock purchases or trade taxing authorities.

You may only make payments to payees with U.S. addresses and transfers to bank accounts located within the United States.

For security reasons, there is a dollar amount limit on bill payment transactions. The Service will forward you an advisory to you if you attempt a transaction exceeding that limit.

Family Federal Savings reserves the right to refuse the designation of a Payee for any reason.

Transfers and Bill Payments


You may initiate a single or recurring transfer from your funding account in EZ Pay Plus Bill Payment. You may also transfer funds between accounts within the online banking system. Pre-authorized withdrawals from money market accounts and savings accounts are limited by federal regulation to six per monthly statement cycle. Transactions made through the Service are considered “pre-authorized.” For details on these account limitations, please refer to your truth-in-savings disclosure that you were provided with at account opening or contact a CSR at any branch location.

Bill Payments

You may make single or recurring payment(s) to any approved Payee.

Payments are generally processed in one of two ways, electronically or by check. Subject to the terms and conditions of this Agreement, you authorize us and any third party acting on our behalf to choose the most effective method to process your payment, including without limitation, electronic, paper or some other means.

It is your responsibility to schedule your payments sufficiently in advance of the due dates. You should schedule your payments by 4:00 p.m. Eastern Time at least, five (5) business days if the payment is being sent by ACH and eight (8) business days if the payment is being sent by check, in advance of the date the payment is actually due.

The date the merchant credits the payment depends upon the merchant’s payment processing procedures, and Family Federal will not be responsible for any delay in crediting the payment which is the result of the merchant’s payment processing procedures or delays in delivery to the merchant caused by the U.S. Postal Service.

Liability Limitations

Unauthorized Use

You are solely responsible for controlling the safekeeping of, and access to, your username and password for your online banking account. You are liable for all transactions you make or that you authorize another person to make even if that person exceeds his or her authority. We will not be liable if you voluntarily give your username and password to another person who makes transactions via the Service without your permission. Contact us immediately if you believe that someone has obtained your Security Codes or may have access to your accounts without your permission.

Remember – your User ID and Password are confidential. They are for your personal use only and should not be disclosed to any other person. We strongly recommend that you do not use identifying words such as; name, family members name, date of birth etc. To strengthen your password, use an alpha numeric phrase containing both upper and lower cases.

Family Federal and our agents will use good faith efforts to make all your payments properly. However, under no circumstances will we be liable if we are unable to complete any payment or transfer via the Service because of the existence of any one or more of the following circumstances:

  1. Payment is not properly executed at the time you initiate a bill payment or a modification of a bill payment.
  2. If, through no fault of ours, your selected account does not contain sufficient available funds to complete the payment or transfer or if the payment or transfer would cause you to exceed the credit limit on your selected account’s overdraft line. (If this occurs, we are under no obligation to notify you that the payment or transfer has not been completed.)
  3. The funds in your selected account are subject to legal process or other encumbrance restricting such payment or transfer.
  4. Your subscription to the Service has been suspended or terminated for any reason.
  5. The Service or any communications link is not working properly and you know or have been advised by us about the malfunction before you attempted to execute the transaction or, in the case of an automatic or recurring payment or transfer, at the time such payment or transfer should have occurred.
  6. Your computer and related equipment malfunction or your internet service provider fails to provide a connection.
  7. You have not provided us with the correct information for those merchants to which you wish to direct payment or accounts to which you wish to make a transfer.
  8. The merchant mishandles or delays crediting of any payments sent by us on your behalf or the merchant refuses or is unable to accept a payment.
  9. Circumstances beyond our control (such as, but not limited to, fire, flood or interference from an outside source) prevent the proper execution of the transaction and we have taken reasonable precautions to avoid these circumstances.


Transaction Cancellation and Modification

Bill payments may be cancelled or modified via the Service up until 3:00 p.m. Eastern Time on the Transmit Date.

A modification of a recurring payment or transfer instruction will affect all future payments or transfers associated with that payment or transfer.

Although less convenient and more costly to you, you may alternatively cancel a future scheduled transfer or bill payment by calling us at (978) 353-0000 or by writing us at: Family Federal Savings, 130 Whalon Street, Fitchburg, MA 01420. We must receive your request at least three (3) business days before the transaction is scheduled. If you call, we may also require you to put your request in writing and get it to us within 14 days after your call. If you call or write to cancel a future scheduled transaction, you will be charged a stop payment fee in accordance with our Fee Schedule.

New Services

We may from time to time introduce new services or enhance the existing service. We shall notify you of the existence of any new or enhanced service. By using these new services when they become available, you agree to be bound by the terms and conditions relating to these services, notice of which will be sent to you, if required by applicable law, prior to their release.


There is no monthly service charge for Family Federal’s Online Banking or Bill Payment Service.

EZ Pay Plus Bill Payment Optional Services:

Gift Checks $2.99
Charitable Gifts $1.99
Expedited Payments:
Overnight $14.95
2nd Day $9.95
Electronic Economy 2nd Day $4.95

Additional charges that may be assessed for customer requests include but are not limited to:

Written correspondence to payee $10.00
Per proof of payment not necessitated by dispute $10.00
Payments returned due to customer error $5.00
Non sufficient funds fee (NSF) $30.00

Please refer to our fee schedule for a list of current fees that may be associated with your account. If you request research, we reserve the right to charge you for research time involving payments no longer available in your screen history. You will be informed of any such charge before they are incurred.

Suspension By Us

In the event of repetitive failed payments or transfers we reserve the right to suspend your subscription to the Service. This suspension may be without prior notice to you. If your subscription is suspended, transactions which were previously scheduled will be cancelled. In the event your subscription is suspended, we will notify you by mail at your last listed address or last listed e-mail address and all inquiries or correspondence relating thereto, including requests for reinstatement, should be directed to Family Federal Savings, Attn: Customer Service, 130 Whalon Street, Fitchburg, MA 01420.

Termination By Us

We reserve the right to terminate your use of the Service, in whole or in part, at any time without prior notice.

If you have not logged in to the Service or performed any banking transactions or paid bills via the Service in more than 90 days, we may terminate your subscription to the Service for security reasons. This termination may be without prior notice to you.

Canceling the Service

If you wish to cancel your subscription to the Service, you must provide Family Federal Savings ten (10) days advance notice by phone or in writing. You will be responsible for all payments or transfers you have requested prior to termination unless cancelled by you, and for all other charges and fees incurred.



We may amend this Agreement, or the applicable fees and charges, at any time. We will send notice to you of any amendment at your last listed address with us or transmit notice of the alteration or amendment over the Service at least 30 days prior to the effective date of the change, if required by law. However, if the change is made for security purposes, we can implement it without giving you prior notice. Your use of the services after the 30 days following transmittal of the notice of alteration or amendment constitutes your acceptance of such alterations or amendments.

Resolution of Disputes

In the event of a dispute regarding the Service, you and we agree to resolve the dispute by looking to the terms and conditions contained in this Agreement and the pamphlet titled Your Rights and Responsibilities. The terms and conditions contained here, as they may be amended from time to time, shall supersede any and all other representations made by our employees.


Our failure to exercise or enforce any right or provision of this Agreement shall not constitute a waiver of such right or provision unless agreed by us in writing.

Governing Law

This Agreement shall be construed and governed by the laws of the Commonwealth of Massachusetts, without regard to any conflict of laws provisions. In the event of any conflict between the provisions of this Agreement and applicable law or regulation, this Agreement shall be deemed modified to the extent necessary to comply with such law or regulation.

Closed Accounts

If you close an account receiving electronic statements, you will need to print or save copies of your electronic statements prior to closing the account.

Canceling e-Delivery

To cancel the electronic e-statement/e-bill you must contact Customer service at 800-439-3339 and request to be removed from e-Document Delivery Service. This will then generate a paper statement /bill going forward.

Error Resolution


Telephone or write us at the number or address shown on the front of the statement, as soon as you can, if you think your statement or receipt is wrong, or if you need more information about a transfer on the statement or receipt.


Business Hours: Monday through Wednesday – 8:00 A.M. to 4:00 P.M.; Thursday – 8:00 A.M. to 6:00 P.M.; Friday – 8:00 A.M. to 5:00 P.M., Saturday – 8:00 A.M. to 12:00 P.M.

We must hear from you no later than sixty (60) days after we sent you the FIRST statement on which the error or problem appeared.

Please provide the following information:

  • Your name and account number
  • The dollar amount of the suspected error
  • Describe the error and explain, if you can, why you believe there is an error. If you need more information, describe the item that you are unsure about.

We will investigate your complaint and will correct any error promptly. If we take more than 10 business days to do this, we will re-credit your account for the amount you think is in error, so that you have the use of the money during the time it takes us to complete our investigation. If you tell us verbally, we may require that you send your complaint or question in writing within ten business days. We may require you to provide your complaint in the form of an affidavit. We will inform you of the results of our investigation within ten business days (20 business days if the suspected error occurred outside the United States, new account, or if it occurred at a merchant location for the purchase of goods or services) after we hear from you and will correct any error promptly.

If we need more time, however, we may take up to 45 days (90 days if outside the United States, if it is a new account, or if it occurred at a merchant location for the purchase of goods or services) to investigate your complaint or question. If we decide to do this, we will re-credit your account within ten business days (20 business days if the suspected error occurred outside the United States, if it is a new account, or if it occurred at a merchant location for the purchase of goods or services) for the amount you think is in error, so that you will have the use of your money during the time it takes us to complete our investigation. If we ask you to put your complaint or question in writing and we do not receive it within ten business days, we may not re-credit your account.

If we determine that there is no error, we will send you a written explanation within three business days after we finish our investigation. You may ask for copies of the documents that we used. Your Liability for Unauthorized Use – you can lose no more than $50.


If you are a business customer and you have reason to believe that your password or any other security code has been lost or stolen, or that an unauthorized person has used or attempted to use the Service without your permission, you must notify us immediately. Immediate contact with Bank will help reduce possible losses. As a business customer, you are fully responsible for any online transactions (including but not limited to any advances under the overdraft protection feature of your account, if any). You agree to reimburse us immediately for any loss, claim or damage which we sustain as a result of either authorized or unauthorized use of the Service. We shall have no liability for any loss, claim or damage, which you sustain as a result of the use of the Service. This is true even if the use of the Service is unauthorized and even if you notified us of the unauthorized use within 24 hours. Once we have been notified of a loss, theft or unauthorized use of a password and we have had a reasonable opportunity to act on that notice, however, you will not be responsible for further transactions initiated with that password unless we can prove that you could have avoided the unauthorized access. If you choose to receive ACH debit transactions on your commercial accounts, you assume all liability and responsibility to monitor those commercial accounts on a daily basis. In the event you object to any ACH debit, you agree to notify us of your objection on the same day the debit occurs. Other existing agreements and contracts you may have with us cover certain features and functionality available through the Service.

Billing Rights Summary


In Case of Errors or Questions about Your Statement

If you think your statement is wrong, or if you need more information about a transaction on your statement, write us at the address shown on the front of this statement as soon as possible. We must hear from you no later than sixty (60) days after we sent you the first statement on which the problem appeared. You may telephone us, but doing so will not preserve your rights.

In Your Letter Give Us the Following Information:

  • Your name and account number
  • The dollar amount of the suspected error
  • Describe the error and explain, if you can, why you believe there is an error. If you need more information, describe the item that you are unsure about.

You do not have to pay any amount in question while we are investigating, but you are still obligated to pay the parts of your statement that are not in question. While we investigate your question, we cannot report you as delinquent or take any action to collect the amount you question.

Disclosure of Account Information to Others

We will disclose information to third parties about you, your Accounts or the transfers you make under the following circumstances:

  1. We have entered into an agreement to have another party assist us in providing The Service. In order to carry out your instructions we will provide this party with, it will receive from you, information about your designated Accounts, your transactions through Service and your e-mail messages;
  2. Where it is necessary for completing transfers and bill payments;
  3. In order to verify the existence and condition of your Accounts for a third party, such as a payee or holder of a check issued by the Service or a credit bureau;
  4. In order to report our experience regarding your Accounts or transactions through the Service to financial institutions and credit reporting agencies;
  5. To collect any debt that you may owe to us;
  6. We may collect customer Account data for the purpose of learning about aggregate customer usage patterns, customer telephone inquiries, and the effectiveness of the Service, but shall not disclosure individual identifiable information except as provided in this Section;
  7. In order to comply with laws, government agency rules or order, court orders, subpoenas or other legal processes or in order to give information to any government agency or official having legal authority to request such information; or
  8. If you give us your written permission;
  9. As allowed to be disclosed under the state and federal privacy laws;
  10. For any of the reasons listed in the Electronic Fund Transfer Agreement.



This agreement will remain in effect until it is terminated by you or by Family Federal Savings. You may cancel this agreement at any time by notifying Family Federal Savings by phone, email, or mail. If you notify us by phone, we may require you to put your request in writing. Family Federal Savings may cancel this agreement and terminate your use of the Online Banking Service for any reason, at any time. Family Federal Savings will use reasonable measures to notify you in advance of any such termination, but Family Federal Savings is not obligated to do so. If you terminate your use of Online Banking, you authorize us to continue making transfers and bill payments you have previously authorized until such time as we have had a reasonable opportunity to act upon your termination notice. Once we have acted upon your termination notice, we will make no further transfers or payments from your Accounts, including any transfer or payments you have previously authorized. If we terminate your use of Online Banking, we reserve the right to make no further transfers or payments from your Accounts, including any transactions you have previously authorized.


If any provision of this Agreement is held invalid, illegal, void or unenforceable by any rule or law, administrative order or judicial decision, all other provisions of the Agreement shall remain in full force.

Governing Law

This Agreement is governed by and shall be construed in accordance with the laws of the Commonwealth of Massachusetts and applicable federal law.