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First Citizens National Bank
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General Frequently Asked Questions
 
1. I already have a FCNB-Rewards.com account. Do I need to create a brand new account to add my checking account information so that I may continue participating in the FCNB-Rewards program?
No. Simply log in to your FCNB-Rewards.com account, click “My Account” to access the eDeposit feature. 
 
2. I have never created an FCNB-Rewards.com account. Can I still sign up?
Yes! If this is your first time to the FCNB-Rewards.com site, click “New Account, Start Here” on the Home Page and enter your information in the spaces provided.   Then click “Save and Continue” to save your information.
 
3. I am getting an error message when trying to save my checking account information. It says that my account is not found. What does this mean?
If you receive an error message that your account is not found, you may be entering a checking account number that is not eligible for the FCNB Rewards program. Please make sure the checking account number you enter is the checking account number attached to the debit card you use. Or, you may be entering the correct account number, but the zip code is not the corresponding zip code for the address on your checking account. Please make sure your zip code matches the one found on your checking account information.
 
If your checking account is less than 30 days old, you will need to wait to add your account information until the 30 day period is over.  You can still create your rewards account by leaving the account number and zip code fields blank and completing the rest of the required information. After 30 days, when you are logged in to your rewards account, click “My Account” to access the eDeposit feature. Then, you can add your account number and zip code to link your account number with your rewards account.  You will begin to receive points the following month.
 
4. Is it safe to enter my checking account number online?
Yes, the FCNB-Rewards.com website has several security features in place to ensure that your personal information remains private.
 
5. If I do not want to enter my account number, can I still participate in the FCNB-Rewards program?
Since certificates for points earned are automatically deposited into your FCNB-Rewards.com account, you must link your checking account to your rewards account. The only way to do this is by entering your checking account information into your FCNB-Rewards.com account.
 
6. I just linked my FCNB-Rewards.com account to my checking account for the first time. How do I get my points?
You will receive points for the month in which you are signing up as well as the previous month. For example, if you sign up in June you will receive points earned for May and June in July. In August you will receive your points for July and it will continue in that monthly cycle.
 
7. How often will my points be added to my account?
Once you’ve linked your FCNB-Rewards.com account to your checking account, accrued points will be automatically added to your FCNB-Rewards.com account on a monthly basis.
 
8. Will you let me know when my points are added?
Points will be added to accounts by the 15th of each month, so you will want to check your FCNB-Rewards.com account each month after the 15th to see the points you’ve accrued. You may receive a notification when certificates are deposited.
 
9. How will I know when my certificates expire if they are automatically added for me?
When you are logged in to your FCNB-Rewards.com account, click “Rewards” and “Certificates”. You will see all of your active certificates, their point value and the expiration date for each.
 
10. Why are you no longer mailing paper certificates?
In our efforts to “Go Green” and cut down on paper waste, we have decided to update our systems to the e-Deposit method. Not only does it help the environment, but it helps save you time by no longer having to enter your certificates manually.
 
11. What if I do not have an email address?
You will need to have an email address to create a FCNB-Rewards.com account.   If you do not have an email address, there are a variety of sites online that offer free email addresses.
 
12. How do I earn rewards points?
There are several methods available for you to accrue rewards points. 
 
You must link your FCNB-Rewards.com account to your checking account(s) to earn points for everyday purchases. You’ll earn one point for every $100 spent with a signature transaction and one-half point for every $100 spent with a PIN transaction. Points earned will be deposited directly into your FCNB-Rewards.com account each month.
 
·            You can earn additional rewards points through our 50 for 40 program.  When you swipe your card 40 times or more in a month, you will receive an additional 50% more points for that month.  For example, if your swipes earned you 10 points, and you swiped more than 40 times, you will receive an additional 5 points that month for a total of 15 points.
·            You can also earn extra points by shopping online through the merchants listed at FNBC-Rewards.com.   Simply log into your account and click on SHOP ONLINE for all of the details.
·            Finally, you may also receive mailers from time-to-time with additional promotions and ways to earn points.  Keep your eye out for those!
 
eDeposit Frequently Asked Questions
 
1. My family has several accounts under different account holder names, and we have been putting all of our paper certificates into one online Rewards account. Will we still be able to do this with eDeposit?
Yes, you may enter up to 5 different account numbers to link to one online Rewards account. They do not have to have the same account holder names on them. 
 
2. What if I need to remove one of the accounts from the eDeposit due to an account closing or perhaps that person no longer wants to share points? Can accounts be removed?
Yes, you may add, update or remove linked checking accounts at any time by logging into your online Rewards account and clicking “My Account” to access the eDeposit feature. 
 
3. What if I open another checking account at First Citizens National Bank at a later date, can I add that account to eDeposit at a later time?
Yes, whenever you enter a paper certificate you will be reminded that you may link your accounts to the Rewards eDeposit. Or you can add an account at anytime by logging into your online Rewards account and clicking “My Account” to access the eDeposit feature. 
 
4. Will I receive any notification letting me know that new points have been added? 
Yes.  You will receive an email when points are added. 
 
5. I have never had to enter my checking account number online before, will my information be safe?
Yes, when you sign up for the eDeposit feature you will notice some security features in place that have to be completed for your information to be accepted, and we also have several internal features in place to safeguard the security of your account information. 
 
Cash-Back Frequently Asked Questions
 
1. I made an online purchase without using the rewards website eMerchant link. Can I still get cash back for my purchase? 
Unfortunately, only purchases made through the rewards website eMerchant links are eligible to receive the cash back feature.   However purchases made outside of the rewards website are still eligible to receive standard debit card usage points.
 
2. When do I get the cash back for making a purchase through the rewards website eMerchant link?
Any cash back earned will be deposited into your account on or around the 15th of the month following the month of purchase.
 
3. What if I have selected to receive cash back and points for my eMerchant purchases?
Any cash back earned will be deposited into your account on or around the 15th of the month following the month of purchase.   Any rewards points earned will be deposited into your rewards account on or about the 15th of the month following the month of purchase.
 
My Rewards™ Gold and Platinum Debit Cards Overview
 
1. What is the monthly cost for a My Rewards™ Gold or Platinum Debit Card?
The monthly subscription fee for the My Rewards™ Gold Debit Card is $9.95 per card.
The monthly subscription fee for the My Rewards™ Platinum Debit Card is $14.95 per card. 
This fee will be deducted from your checking account on a monthly basis. 
 
2. If I have multiple checking accounts, can I get a My Rewards™ Gold or Platinum Debit Card for each account?
Yes, but the fee for each checking account is ($9.95) per month for the Gold Card and ($14.95) per month for the Platinum Card. 
 
3. Can I get My Rewards™ Gold or Platinum Debit Cards for my joint account holders?
Yes, you may enroll joint account holders. 
 
4. What’s included in the Medical Evacuation, Roadside Assistance, Extended Warranty and Buyers Protection benefits?
All benefits are described in detail by clicking here.
 
5. How do I access the Medical Evacuation, Roadside Assistance, Extended Warranty, Buyers Protection and expedited card replacement benefits if I need to file a claim or need assistance?
Please call the benefits hotline at 855-798-0010 and follow the prompts to access the appropriate benefits. For AirMed calls outside the US/Canada, please call collect 001-205-443-4880.
 
6. When does the Gold and Platinum card fee get deducted from my account?
Unless you have enrolled in the program using a promo code, your initial debit will occur on the next chronological ACH Debit Day following a 14-day period from your enrollment date. “ACH Debit Day” is defined as any one of the following days in a month: the 1st, 8th, 15th or 23rd. Should your ACH Debit Day fall on a weekend or federal banking holiday, your initial debit will occur on the next Business Day. “Business Day” is defined as any day that is not a Saturday, Sunday or federal banking holiday in the United States. All subsequent debits shall occur monthly, or the next available Business Day (e.g., if your initial debit occurs on March 8th, your future monthly debits will occur on April 8th or the next available business day, May 8th or the next available business day, June 8th or the next available business day, etc.).
 
7. How do I cancel the Program if I no longer wish to continue?
There are three ways to cancel the program. You can go online at the following website address: www.fcnb-rewards.com/cancel: call 855-798-0010, or by written notice sent to PO Box 2600, Wilmington, NC 28402. Please allow 3 business days prior notice to cancel this authorization. A “business day” is defined as a calendar day other than a Saturday, Sunday, or a Federal holiday in the United States.
 
Signing Up for a My Rewards ™ Gold or Platinum Debit Card
 
1. How do I sign up for the My Rewards™ Gold or Platinum Debit Card?
There are many ways to sign up for the Program. You sign up online at http://card.fcnb-rewards.com, by phone 855-798-0010 or in-person at one of our branch locations.   
 
2. Why do you need to confirm last four digits of my social security number?
We can identify your account quickly this way to determine which account to debit the monthly fee. By confirming only four digits of your social security number, we provide the highest level of security.
 
3. Will you access my credit reports or credit score?
No, credit reports and credit scores are not used for this service.
 
4. If I have multiple checking accounts, which one should I use?
It is entirely up to you. We suggest you use the checking account that you make deposits in most frequently.
 
5. What if my account number does not show up when I try to link my account to this service?
Please call the benefits hotline with questions. 
 
Convenient Short-Term Loans 
 
 1. Who can get a short-term loan?  
Access to convenient short-term loans is only available to My Rewards™ Platinum Debit Card Holders. You must subscribe to this service to participate in this benefit. The minimum age for loan eligibility in this program is 18.
Please Note: We do not make credit checks by using credit reports to determine your loan amount. However, we do look at account activity and in some cases we will decline to offer you a loan. There is no guarantee that we will make you a loan.  If you are notified on the website that you are not eligible for a loan, please check back in the future
 
2. How do I know what amount I can borrow?
We show you the preapproved loan amount via the rewards website once you have subscribed to the service.
Remember: in addition to the loan, your Platinum Card subscription also gives you access to a bundle of benefits and services including five times the rewards points for your everyday debit card purchases, double cash back and bonus points for online purchases, emergency roadside assistance, medical evacuation, extended warranty and buyers protection, and much, much, more.
 
3. How quickly can I get the money into my account?
We strive to have the funds in your account in 24 hours or less.
 
4. Do I have to apply for a short-term loan?
No additional requirements exist to get the loan, no credit checks are needed and no credit reports are pulled. Simply complete the online or mobile application and sign with an electronic signature. 
Please Note: We do not make credit checks by using credit reports to determine your loan amount. However, we do look at account activity and in some cases we will decline to offer you a loan. There is no guarantee that we will make you a loan.  If you are notified on the website that you are not eligible for a loan, please check back in the future. 
 
5. How much can I borrow?
The loan amount available varies based on your individual checking account activity. However, typical loan amounts fall within the $100 to $500 range.
Please Note: We do not make credit checks by using credit reports to determine your loan amount. However, we do look at account activity and in some cases we will decline to offer you a loan. There is no guarantee that we will make you a loan. If you are notified on the website that you are not eligible for a loan, please check back in the future. 
 
6. How many loans can I have?
You can have only one outstanding loan at any time per checking account. 
 
7. How does repayment of the loan work?
The loan agreements you execute online or on the mobile application state the due date for your loan.   Payment is automatically deducted from your account on the due date.
 
8. If I need more time to repay the loan, what can I do?
You should not take the loan if you do not believe that you will be able to repay it by the due date.
 
9. What if I do not have the money in my account on the due date? Will you overdraw my account to repay the loan and charge me an overdraft fee?
Full Terms and Conditions are referenced in the loan agreement.  
 
10. Can I pay the loan back with a credit card or prepaid card?
The funds must be available in your checking account associated with the loan for repayment on the due date.
 
11. Can I pay off my loan before the due date?
Yes. You can come to one of our locations to pay off the loan early.
 
12. Once the loan is repaid, may I get another loan?
Yes, after paying off your loan you may revisit the loan tab of the rewards website or the mobile application to see the new loan amount for which you are eligible. 
We do not make credit checks by using credit reports to determine your loan amount. However, we do look at account activity and in some cases we will decline to offer you a loan. There is no guarantee that we will make you a loan. If you are notified on the website that you are not eligible for a loan, please check back in the future. 
 
13.  I am a My Rewards™ Platinum Debit Card holder. Do I have to pay an upfront fee to get a loan?
Once you are a subscriber, there are no additional upfront costs before you get your loan. The loan repayment amount will include all associated fees. Full Terms and Conditions are in the loan agreement for review prior to signing for the loan. 
 
14. What if I cancel the My Rewards™ Platinum Debit Card after I have gotten a loan?
You may cancel your subscription at any time. Allow three business days to process your cancellation. If you have a loan outstanding, it will be deducted from your checking account on its due date. You will not have access to loans in the future unless you sign up for a My Rewards™ Platinum Debit Card again. You can re-subscribe to My Rewards™ Gold and Platinum Debit Cards at any time.
 
Rx Savings Card
 
1. I am on Medicare. Can I still use the My Rewards™ Rx Savings Card?
You should not use the My Rewards™ Rx Savings Card for prescriptions already covered by Medicare. Your Medicare coverage should provide a bigger discount. If the prescription is not covered by Medicare and you normally would pay retail pricing, you may use this feature for that prescription. 
 
2. Can I use the My Rewards™ Rx Savings Card if I have insurance?
Yes, you may use the My Rewards™ Rx Savings Card if you have insurance. However, we recommend that you check with your pharmacist to inquire whether use of the card will save you money in the following circumstances:  
 
·        The drug being purchased is not covered under your insurance plan.
·        There is a cap on coverage that you have exceeded which will cause all future prescription costs in the plan year to be paid at 100% cost out of pocket. 
·        You have a high annual deductible on your insurance plan that you will not be able to reach given a low monthly prescription drug expense. For example: $800 deductible with a monthly drug cost of $25.
·        You have a high co-pay which will exceed the cost of the prescription if you use the Rx Savings Card. For example: $15 co-pay for all prescriptions but your drug prescription is $8 when the Rx Savings Card is used vs. coverage by your insurance.
 
3. Are there any age or medical condition restrictions when using My Rewards™ Rx Savings Card?
No, there are no restrictions due to age or health conditions you may be experiencing. 
 
4. Where can I use the My Rewards™ Rx Savings Card?
You may use the My Rewards™ Rx Savings Card at over 60,000 participating pharmacies nationwide, including all major chains. To find a participating pharmacy, please use our pharmacy locator on this website, or call Customer Service toll-free at 855-798-0010 to reach the 24-hour Pharmacy and Member Help Desk.
 
5. What if my pharmacy will not accept the My Rewards™ Rx Savings Card?
All participating pharmacies found using the pharmacy locator should accept the My Rewards™ Rx Savings Card. If you are denied the use of your card at a participating pharmacy, please call Customer Service toll-free at 855-798-0010 to reach the 24-hour Pharmacy and Member Help Desk to resolve the service issue.
 
6. How do I get my pharmacy to participate if it does not?
If your pharmacy is not participating in this program, and they would like to do so, please have them visit the website link below and follow the instructions on the page: https://www.envisionrx.com/pharmacies/pharmenroll.aspx
 
7. How do I know I am getting the lowest price?
Pharmacy prescription drug prices vary in both retail and wholesale pricing. Participating pharmacies in the My Rewards™ Rx Savings Card program have contracted to offer a discounted price to Rx Savings Card holders. If the pharmacy’s usual retail price is lower than the My Rewards™ Rx Savings Card discounted price, the participant should pay the lower price to ensure they are getting the best deal.
 
8. How do I get the My Rewards™ Rx Savings Card?
You will receive the My Rewards™ Rx Savings Card in the Welcome Kit for the program. You may also print a card directly from this website under the Rx Savings tab. 
 
 
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