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      1. What is the "Pending" transaction in my Digital Banking transaction history?

        When you see “Pending" transactions in your Digital Banking history, it can represent two different types of activities on your account:

        ATM or Debit Card Transactions
        This "Pending" transaction could be a recent ATM or Debit Card transaction that has not yet posted to your account. For example, it could be an ATM withdrawal or a Debit Card purchase you made from a merchant. You will be able to see specific details, such as the name of the store where you made a purchase, after the transaction has posted to your account. 

        Certain Deposits
        A "Pending" transaction can also be a recent deposit which has checks or other items from a bank other than Old National and are, therefore, not available for you to immediately withdraw. This type of transaction will show under "Pending," as both a deposit and as a withdrawal, until Old National collects the funds from the other bank. Once these funds are collected, they will become part of your available balance and will no longer show as a withdrawal on your account. This could be as soon as the next business day after your deposit is made, but in some instances it may be longer.

        To obtain additional details about "Pending" transactions, you can contact Client Care at 1-800-731-2265.

      2. How do I add a payee in Online Bill Pay?

        From a Web Browser

        • Log in to your Digital Banking account and choose Bill Pay in the top menu. 
        • To add a new payee, type the name of the payee in the “Need to pay someone new?” entry box near the top middle of the main payments page. 
        • As you type, what you are typing is matched to a known payee. 
        • If you see your payee in the drop down list, click the name and then click the Add button. Enter and confirm the account number and add an optional nickname. 
        • Select Add Payee.

        If you do not see the name in the drop down, don't worry, just complete typing the name of your payee and click the Add button. You will then be asked for some information about your payee:  

        • Account Number – This is your account number with the payee. Enter the account number as it appears on your bill. When making a payment to a person and not a business, you may not have an account number to provide. If this is the case, leave the account number field blank. 
        • Nickname - This field is optional, but if you have a different way to identify the payee besides the payee name, enter it here.
        • Payee Address – This is the address to which you send your payment. 
        • Payee Phone Number – Enter the phone number your biller provides for questions about your bill. If you are adding a company, look for a customer service phone number on your bill, statement, or invoice. If you are adding a person, use the person's work, home, or mobile number. 
        • Zip code – Enter the payee's zip code to which you send your payment. 

        When your payee is added, it will display at the top of your payee list on the main payments page. The next time you come back to the screen, your payees will display in alphabetical order. Bill Pay has its own FAQ in Digital Banking as well. You can find it on the Bill Pay screen in the lower right corner under I want to . . . 

        Mobile App

        • Open the Mobile App, tap Payment Center, then Bill Pay.
        • Select Payees at the top right of the screen
        • In the Add a person or business field begin adding information for those you want to pay. The app will guide you through entering any additional information needed. 

        If you need assistance with enrolling in Bill Pay, please contact Client Care at  1-800-731-2265.

      3. What is a notice of error regarding the servicing of my loan?

        A notice of error is a written notice from you that details error(s) you believe have been made relating to the servicing of your loan. Your notice must include:

        • Your name
        • Your loan number and/or property address associated with the loan
        • Details about the specific error you are disputing and/or information you are requesting

        Only errors related to the servicing of your loan secured by your home are covered through this process (excluding open-ended lines of credit).

        Where to send a notice of error
        Please mail all notices of error to:

        Old National Bank
        Attn: Client Success
        P.O. Box 143
        Evansville, IN 47701

        We do not charge a fee for responding to notices of error.

      4. What is a request for information as it relates to the servicing of my mortgage?

        A request for information applies generally to any written request from you for information about the servicing of your mortgage. When submitting a request for information, please make sure your request includes the following:

        • Your name
        • Your loan number and/or property address associated with the loan
        • Details about the specific type of information you are disputing and/or information you are requesting

        Where to send a request for information
        Please mail all requests for information to:
                    
        Old National Bank
        Attn: Client Success
        P.O. Box 143
        Evansville, IN 47701

        We do not charge a fee for responding to requests for information.

      5. When will I receive year-end tax information from Old National?

        We will mail tax information to the mailing address you have on file with us. Old National does not currently provide access to tax documents online.

        You can also view year-end tax information for your mortgage within Mortgage Manager.

        Please be aware that the the USPS announced they are experiencing processing and delivery delays nationwide due to higher-than-normal volumes and COVID-19 impacts.

        If you have not received your tax documents in a reasonable time period, or you have misplaced them, you can contact Client Care at 1-800-731-2265, Option 4, or visit any Old National banking center to request a copy. Please note that most banking center lobbies are currently open by appointment only due to COVID-19. You can make an appointment through our website locator.

      6. What if I notice unauthorized debit card transactions?

        If you notice unauthorized debit card activity on your statement or through Online and Mobile Banking, you can turn your debit card off right away using our Card Controls. Card Controls is a feature you can access at any time in Online Banking or the Mobile App.

        You should also contact us at 1-800-731-2265 to report the unauthorized activity on your debit card. We can then cancel or restrict your card, check for other unauthorized transactions and order a new card for you.

        If your debit card has been lost or stolen, you can report it 24-hours a day by calling 1-800-731-2265, option 2, in the US. If you are outside of the US, call 1-812-422-2197.

      7. Where can I mail my Old National mortgage payment?

        You can mail your Old National mortgage payment to: 
        PO Box 3789
        Evansville, IN 47736

        The overnight address is:
        Attn: Mortgage Servicing
        101 NW 4th Street
        Evansville, IN 47708

        Old National Mortgage Manager
        You can also use Mortgage Manager within Online and Mobile Banking to make a mortgage payment online. Our guide for Accessing Mortgage Manager through Online and Mobile can help you get started. Once you have accessed Mortgage Manager, there are several ways to make payments explained in the following guides:

        If you need assistance with Mortgage Manager, please contact Mortgage Servicing at 1-866-853-3277.

      8. What if I used my debit card at a business or merchant that was breached?

        What you need to know:
        Unfortunately, merchant breaches happen from time to time but you can feel confident that Old National is protecting the security of your accounts. Old National monitors for unauthorized and suspicious activity.

        Things you can do to help guard against unauthorized use of your debit card:

        • When using your debit card, choose “CREDIT” to receive the benefit of Mastercard® Zero Liability protection which guarantees 100% protection if your card is lost or stolen so you will never pay for unauthorized purchases

        What you need to do:
        Monitor your account for fraudulent activity and report anything suspicious.

      9. How can I get a replacement for a broken or damaged debit card?

        To order a replacement for a damaged debit card, call Client Care at 1-800-731-2265 or visit any banking center.

        The normal timeframe for delivery is 7-10 business days. To receive a card sooner, you can instead choose to pay a $35 fee and receive the replacement card in two business days. The card must be ordered by 4pm on any business day for it to be delivered in two business days.

        A Lost or Stolen Debit Card
        If instead of a damaged debit card you need help with a lost or stolen card, please call us at 1-800-731-2265, option 2, in the US. You can report a lost or stolen card 24-hours a day. If you are outside of the US, call 1-812-422-2197. We can cancel or restrict your card, check for unauthorized transactions and order a new card for you.

      10. What paperwork do you need from me to endorse an insurance claims check?

        If you have damage to property that is financed through Old National, we will be an active part of your insurance claim process.The paperwork required and necessary steps differ based on the type of property. We have developed the guides you can download below to assist you:

        Home mortgages

        • Download our Guide to Homeowners Insurance Claims for an overview of the claim process, including documents you will need to provide and forms you should complete.
        • Please note: This guide outlines processing insurance claims checks for HOME mortgages only (e.g. conventional first mortgages).

        Consumer loans
         For consumer loans, such as a vehicle or boat, quick home refi, home equity loans, including second mortgages, please use our Guide to Insurance Claims for Consumer Loans. 

        Commercial loans
        For commercial or business property, contact your Old National Bank commercial lender for guidance.