Stonebridge Bank

Stonebridge Bank

Frequently Asked Questions

About the Bank:

About Online Security:

About Opening an Account:

About My Account:

About Online Bill Pay:

About Stonebridge Consumer Loans:

About the Bank
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1. Who is Stonebridge Bank? Stonebridge Bank is positioned as the Delaware Valley's Local Internet Bank™, combining community banking with advanced online technology. Based in West Chester, PA, Stonebridge Bank serves banking customers through full service locations in PA and MD while offering customers around the nation a complete range of retail banking services through 2. Is Stonebridge Bank FDIC insured? Yes. As a member of the Federal Deposit Insurance Corporation, Stonebridge Bank insures all deposit accounts up to $100,000 per account holder. If you own deposit accounts in different ownership categories you may qualify for more than $100,000 in coverage. In addition, federal law provides up to $250,000 in deposit insurance coverage for self-directed retirement accounts, such as Individual Retirement Accounts (IRAs). 3. How long has Stonebridge Bank been in business? Stonebridge Bank has been in business since February of 1999. 4. Where is Stonebridge Bank located? Stonebridge Bank corporate headquarters are located at: 624 Willowbrook Lane West Chester, PA 19382 Stonebridge bank also has three branches located in West Chester, Exton and Warminster, PA. There is also a loan production office located in Bel Air, MD. 5. How can I contact Stonebridge Bank? Stonebridge customers are able to access their accounts, make bill payments and account transfers, and retrieve statements 7 days a week, 24 hours a day at Stonebridge customers needing additional assistance can call our Customer Service Representatives as follows: By Phone: General Customer Service: 1-800-807-1666 Monday-Friday: 8AM - 6PM EST Fax Number: 1-888-984-8225 In Person: Exton Branch - (Colonial 100 Shoppes - Rt. 100) 629 North Pottstown Pike Exton, PA 19341 610.280.4700 Mon.-Thurs. 9AM-5PM, Fri. 9AM-6PM Warminster Branch (Bucks County) 319 E. Street Road Warminster, PA 18974 267.960.1300 Mon.-Fri. 8:30AM-5:00PM West Chester Branch (Rt. 202 and Matlack St.) 624 Willowbrook Lane West Chester, PA 19382 800.807.1666 Mon.-Fri. 8:30AM-5:00PM Bel Air, MD Lending Office 1212 Churchville Rd. Suite 200 Bel Air MD 21014 800.807.1666 By Email: Customers also have the ability to send e-mail: General Customer Service: By Mail: Headquarters Mailing Address: P.O. Box 2425 West Chester, PA 19380-2425 Mail Deposits To: P.O. Box 2425 West Chester, PA 19380-2425 About Online Security: 1. Is my personal information secure? Yes. Stonebridge Bank understands that the confidentiality and security of your account information and personal information are of utmost importance. We protect your information from unauthorized access by using sophisticated security standards. Information that we be collect is used only to service your account(s). 2. What security measures are taken to protect my online account information? When you bank online with Stonebridge Bank, you are conducting your business over a secured server using encrypted transmissions. That means that financial information you send to and receive from us is not available on the Internet in a form that can be read. Your data is scrambled by a Secure Socket Layer (SSL). In addition to unique user ID's and passwords, Stonebridge Bank also uses two-factor authentication as a second layer of online protection. 3. What is two-factor authentication? Two-factor authentication is an additional layer of security that provides a second verification of your online identity. Stonebridge Bank provides two options for two-factor authentication: The RSA SecurIDTM token and the Shared Secret method. The RSA SecurIDTM token uses a token with a digital number that you must enter upon login. This number changes every 30 seconds. The Shared Secret is a randomly generated question that you will have to answer before login is complete. These are questions that only you will know the answer to. About Opening an Account: 1. How do I open an account? It's simple. Just go to our personal banking or business banking page on our website and select the kind of account you would like to open. 2. How do I make my initial deposit to open my account? If you are opening a Checking or a Money Market account, you can mail a check, use a wire transfer, ACH from another bank ($500 maximum), transfer funds from an existing Stonebridge Bank account or use a credit card ($500 maximum). If you are opening a CD you can use all funding methods listed above except ACH and credit card. 3. Can I open an account if I do not live near a branch? Yes, but you must have a U.S. residence and either a U.S. Social Security Number or U.S. Tax Identification Number. Simply go to our personal banking or business banking page of our website and complete the application. If you reside in U.S. Territories (Guam, Puerto Rico, U.S. Virgin Islands), you must have a valid U.S. Driver's License or Identification Number. If you are not a United States citizen, call for additional information at 1-800-807-1666. 4. How long does it take to process my application? Your application will be processed within 1 business day. Your account will not be officially opened until Stonebridge Bank has received your funds. 5. How will I know that my application has been received? Once you hit the submit button on the online application, you will receive a confirmation email that will verify that your application has been received. 6. How will I know that my account has been opened? Once we have received and processed your funds, we will open your account and we will send you a copy of your signature card(s). About My Account: 1. How do I make deposits? a. Direct Deposit - Sign up for direct deposit by contacting your employer. Your employer's bank will send us your paycheck electronically, and the proceeds will be deposited in your account and available to you on your normal payday. b. US Mail - Mail your deposits to Stonebridge Bank in a self-addressed, pre-paid envelope that our Customer Service representatives will provide to you at no additional cost when you open an account. You can get additional deposit envelopes by sending us an e-mail at c. ATM Machine - Make deposits at any ATM machine. d. Branch locations - You can make deposits at one of our branches: - West Chester, PA: 624 Willowbrook Lane, West Chester, PA 19382 8: 30AM -5PM, Mon-Fri. - Exton, PA: 629 North Pottstown Pike, Exton PA 19341 Mon-Thurs 9AM-5PM, Fri. 9AM-6PM. - Warminster, PA: 319 E. Street Road, Warminster PA 18974 8: 30AM - 5PM, Mon-Fri. e. Wire Transfer - If you'd like to deposit additional funds into your existing account, please use the following wire transfer instructions: ABA#: 031918569 SHORT NAME: Stonebridge Bank ACCOUNT OF: Your Name ACCOUNT NUMBER: Your Account Number 2. How do I access my account online? Once you have been enrolled online, simply go to, and enter your Sign-On ID and password and start banking! If you have any questions or problems, call Stonebridge Customer Service at (800)-807-1666, Monday-Friday, 8AM - 6PM EST. 3. How do I get cash? a. You can go to any ATM. There are over 250,000 ATMs across the U.S. and abroad. Stonebridge Bank will not charge you an ATM fee, although the bank owning the ATM may charge a fee. There are many free machines at convenience stores throughout your area. b. You can use your MasterMoney™ debit card for purchases at any grocery store, hotel or merchant that accepts MasterCard. Or you can use your ATM card where accepted. At many of these retailers and businesses, you can ask for cash back at no charge. 4. How long does it take to receive my ATM/Debit Card? After we have received your signature forms and your deposited funds are available, we will place your Card order. Your Card should then arrive to you within 7-10 business days. Stonebridge Bank is unable to expedite the mailing of Card issuances. 5. What if I lose my ATM/Debit card? Notify us immediately by calling during the business hours of 8:00AM – 6:00PM EST, Mon – Fri. After business hours, report lost or stolen ATM/Debit cards by calling 1-800-523-4175. 6. What if I lose my PIN number? If you lose your PIN number, you may request a PIN mailer through secure email by logging into and clicking on the mailbox icon or by calling 1-800-807-1666. 7. What if I need to stop a payment from my account? You can go online and log on to request stop payments. In addition, you may call 1-800-807-1666 between 8:00AM – 6:00PM EST, Mon – Fri. to report any issues you may have with your account. 8. Can I have more than one account linked to my online access? Yes. For all personal accounts, you will have the option to enroll for online access for each of your Stonebridge Accounts via the online application. Businesses will need to enroll themselves for online access via the “Enroll Online” link located under the “Online Banking” option located within the left hand side of . 9. How current is my account information online? If your transaction occurs before 5PM on that business day, your online account will reflect current activity. If your transaction occurs after 5PM, your activity will appear the following business day. This does not apply for ATM/Debit card activity. 10. What is an inactive account? Your account will be made inactive if there are no transactions made for 12 consecutive months. 11. What happens when my CD matures? A CD renewal notice will be mailed to you approximately 10 days prior to the maturity of your CD term. This notice will provide you with options concerning your matured deposit. You have a 10-day grace period from the date of maturity to make your decision. 12. How do I order checks? Your initial check order must be done through Customer Service at the time of your account opening. Your first order of FREE checks for your checking account will be automatically ordered when we receive your signature cards. To re-order checks, you can order online at by logging into your account and clicking the “Check Re-Order” button under the “Other Services” link located on the left. If you wish to order your checks through Stonebridge Customer service, we need to have your request in writing using one of the following options: · Fax your request to (888)-984-8225 · Mail your request to P.O. Box 2425 West Chester, PA 19380-2425 · Submit your request online through a secure email via 13. Who do I contact if I have an urgent problem with my account? Call us at 1-800-807-1666 between 8:00AM – 6:00PM EST, Mon – Fri. to report any issues. All customers have the responsibility to report stop payments, disputes and fraud in a timely manner. 14. When do you answer e-mails? Stonebridge Bank recognizes the importance of responding quickly to a customer's question or request. We have established high standards on responding to e-mails to ensure that all customer inquiries or questions are answered promptly. 15. What if I need to talk to a person? The Stonebridge Bank Customer Service team is committed to providing exceptional customer service. If you have any questions, comments or problems that need the immediate attention of a Customer Service Representative, please call 800-807-1666 during business hours. If it's outside of business hours, please leave a voice mail with your telephone number or email address and we'll return your call promptly. 16. How do I view past transactions? You can view past transaction through your online account register, or through your monthly statement. You may adjust your online register by editing the “history days” field located under “options”. You also have the ability to click on the reports link. 17. How do I view check copies? You can view your check images online by accessing your online account register and clicking on the highlighted check number. 18. How do I view eStatements? If you are enrolled to receive eStatements, your eStatement will be available online each month to view and print. To access your eStatements you will need to sign into your online account and click on “your eStatements” located at the top center part of the screen. You may choose to receive emails notifying you that your statement is ready. About Online Bill Pay: 1. How do I pay my bills online? Stonebridge Bank offers FREE online Bill Pay. You can sign up for this service during the application process or anytime after you become a customer. Then it is as simple as listing the name of the company or individual you want to pay, the amount you want to pay, and the date they are to be paid. We'll take care of the rest. We recommend that you leave at least two weeks for a payment to be received and processed by the payee. Payments received before 5PM on any business day will be processed the same day. Payments made after 5PM will be processed the next business day. 2. Should the payment date I give be the date the payment is actually due? No. We recommend that you leave at least two weeks for a payment to be received and processed by the payee. Some payments can be received electronically by the merchant and some payments are issued by check and sent through the US Postal Service. 3. How soon are the funds actually taken out of my account? The funds are taken out of your account 1 business day prior to the date specified as the payment date. 4. What happens if I don’t have enough money in my account to cover a bill payment? Your payment will NOT be processed if you do not have funds in your account to cover the bill payment. You will receive a secure automated email as notification. If you have a scheduled monthly payment that did not go out, payments will continue the following month as scheduled. 5. How can I prove bill payments were made? You can request proof of payment through customer service for any online bill payment. 6. When do future-dated Bill Payments that are scheduled on weekends and holidays get deducted from my account and when are they sent? Future-dated Bill Payments scheduled for processing on a particular date are deducted on the evening preceding the scheduled date at approximately 5:00PM. If the Bill Payment is scheduled for a weekend date, the payment will be deducted on the business day prior (this would normally occur on Friday evening) and sent the next day. But, if the date falls on a bank holiday the payment will be deducted two business days prior to that holiday and the payment will then be sent the day after its deduction from your account. For example, if a future dated payment is scheduled for a Monday bank holiday then the payment will be deducted from your account on Thursday evening and the funds will be sent on Friday. Therefore, collected funds must be available in your account by Thursday evening for this payment to be processed. Bill Payments entered on a weekend or holiday are deducted from your account on the next business day and processed on the following business day. About Stonebridge Consumer Loans: 1. How do I apply for a loan? Visit and review your loan options and disclosures. Use the loan calculator to determine the type of loan and the amount that meets your needs. Complete the online application and submit! 2. What happens after my loan application is submitted? Unsecured Loans: Your application will be processed once we receive your income verification. Once the consumer loan department reviews the application, you will be notified by e-mail regarding the status of your application. If we require additional information, we will ask you to provide that information. For Home Equity Loans: After receiving and processing your application, we will verify your income and perform a title search on your property. We then order an appraisal and make a decision. 3. How do I know if I have been approved? You will be notified of the decision on your loan application via e-mail. You will receive the final loan amount, rate and payment amount at this time. You will then schedule a time and date for your loan closing and the bank will inform you of any additional information that is needed for the loan closing. 4. When do I get my loan proceeds? Once the loan documents are signed and returned to us, you will receive your loan proceeds. Home Equity Loans require a 3-day right of rescission before funds are available. The loan documents will require the signature and seal of a notary IF the loan closing is not done in person. 5. What do I need to do to increase the amount of my line of credit? You will need to apply online to increase the amount of your Stonebridge line of credit. Please make a note in the “comments” section that you want to increase your existing line of credit. Pending approval, the old line will be paid off and you will be issued a new line of credit. The new line amount should reflect both the old and the new amount. 6. What is rescission? Rescission is the 3-day period from the time of signing until you can receive your funds. This gives you the option to change your mind and cancel the loan, without any penalty, during this 3-day period. 7. What is the difference between an allotment and ACH? An allotment is a payment that is taken from an existing Stonebridge Bank account. An ACH is a payment taken from an outside bank account. 8. What is the billing cycle? Your monthly bill is sent 15 days prior to your due date. You have 15 days from your due date until a late fee is assessed. 9. How can I obtain a payoff for my loan? All payoff requests must be in writing and faxed to the payoff dept. at 610-235-1524. Please include instructions as to where to mail or fax the payoff letter.