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      1. What should I do if I'm the victim of check fraud?

        Check fraud occurs when someone steals your actual checks or reproduces them. They then attempt to cash those checks and, if successful, can pull money out of your account.

        If you're the victim of check fraud, please visit any Old National banking center, as an associate will need to complete the appropriate paperwork, which will require your signature. At the same time, we will handle any changes that need to be made to your account. Sometimes it may be necessary to close the account and open a new one or issue a new debit card if the card number was compromised.

      2. What if I get an error message when I try to enroll an email address or U.S. mobile number in Zelle®?

        Your email address or U.S. mobile phone number may already be enrolled with Zelle® at another bank or credit union. Call the Old National Client Care team at 1-800-731-2265 and ask them to move your email address or U.S. mobile phone number to Old National so you can use it for Zelle®.

        Once Client Care moves your email address or U.S. mobile phone number, it will be connected to your Old National bank account so you can start sending and receiving money with Zelle® through Online or Mobile Banking.

        Please call Old National Client Care toll-free at 1-800-731-2265 for help.

      3. Does Old National offer overdraft coverage for checking accounts?

        In an effort to help you avoid returned checks or declined transactions, we provide protection services called Overdraft Courtesy and Overdraft Protection. These two services can also be used together for extra protection. Learn more about our Overdraft Solutions.

        Overdraft Courtesy
        Most Old National checking accounts come with Overdraft Courtesy. With Overdraft Courtesy, even if you don’t have enough available money in your checking account, we may still approve and pay checks you’ve written, as well as ACH and recurring debit card transactions (such as utility bills). Overdraft Courtesy does not cost anything unless you use it. If your account becomes overdrawn by more than $25, we will charge you a $36 fee for each overdraft item, up to 2 per day. You are responsible for paying the amount of any overdraft on your account immediately. If your account is overdrawn 7 or more consecutive business days, we will charge a $7 Daily Overdraft fee each business day the account is overdrawn by more than $25 (beginning on day 7), for up to 5 business days.

        Overdraft Protection
        Overdraft protection allows you to link your account to another Old National account. If you accidentally overdraft, we will draw the funds from your linked account. There is no annual fee for the Overdraft Protection service, and you can link to other Old National checking, savings, or money market accounts or a line of credit. The transfer amount will be the exact amount needed to cover the total overdraft amount at the end of each business day, provided your linked account has a sufficient available balance. If sufficient funds are not available in your linked account, we will transfer what is available. Any items not covered by the funds in your linked account will be paid or returned at the Bank’s discretion and applicable overdraft and other account fees may be charged.

        For business analysis accounts, an Overdraft Protection Transfer Fee of $5 is charged for each transfer from your linked account.

        To sign up for Overdraft Protection, or for more information about either service, please visit any Old National Banking or call Client Care at 1-800-731-2265.

      4. Can I use Digital Banking to make an Old National loan payment from a non-Old National checking account?

        Yes, we provide options to pay on your Old National loan from a checking account outside of Old National.

        For auto loan and other consumer loan payments:

        • Sign in to Digital Banking, go to Move Money in top navigation and select Loan Payment at the bottom of the drop down.

        You will be taken to a screen where you can input information for the external account you want to take your payment from. Please note that the account at another financial institution will need to be verified, so you may not be able to make your payment immediately.

        For mortgage loan payments:

        Currently, only mortgage loans can be paid from within the Mobile app. Payments for other types of loans can only be made within a web browser.

      5. What is a pre-authorization hold on my debit card?

        When you pay with your debit card, you may have a “pre-authorization hold” added to your account before the actual charge goes through. Businesses do this to make sure you have the funds available to cover the purchase, especially when the total amount is unknown at the time you use your card.

        For example, when you swipe your card before pumping gas, a pre-authorization hold is put on your account for an amount that’s probably going to be higher than what you’ll actually spend. When you reserve a hotel room, a hold is placed on the account for the cost of the room, plus a little more in case you have additional services during your stay. When you pay for your meal at a restaurant, a hold may be placed for the cost of the meal plus extra for the possible tip. Once the actual amount is known, that number becomes the charge. And once the charge clears your account (typically during the bank’s evening processing), the pre-authorization hold is released.

        Pre-authorization holds often can be considerably higher than what you will actually pay, and may stay on your account for a while (days, in some situations) so be sure you are prepared for this amount to be “on hold” in your account in the interim. Remember, you won’t have access to the excess funds until after the actual charge clears and the pre-authorization is released.

        Example: Joe visits a gas station and swipes his debit card before pumping his gas. The business doesn’t know how much gas Joe will pump, but it assumes the charge will be $50 or under. They place a pre-authorization hold on Joe’s card for $50 to ensure the funds are available. Joe pumps $20 worth of gas. That means there now is an extra $30 on hold in Joe’s account, and he will not have access to that money until the $20 charge clears and the $50 pre-authorization hold is released.

        If you have questions, call Client Care at 1-800-731-2265.

      6. How can I close a checking or savings account?

        We do our best to ensure that you have the right financial solutions to fit your life. While we understand that closing an account may sometimes serve your needs best, we also hope that you will consider talking with one of our helpful experts at a nearby banking center. They may be able to find an account or service that is a better match for what you need. If you are moving, they can show you how to use digital banking services to make deposits and manage your account wherever you are. You also can review many of our account and service options on our website, including our Compare Checking Accounts page.

        If you do have a situation in which you need to close your checking or savings account, the following information should help you:

        If your account currently has a $0 balance
        You may contact our Client Care center at 1-800-731-2265 or visit a nearby banking center. Your request may take 1-2 days to process. You will want to make sure any outstanding checks or debit card purchases have cleared before closing your account.

        If you still have money in your account
        If your account currently has a balance, we will need a signature from you to close your account, so please visit a nearby Old National.

        If you aren’t able to close your account in person, you may be able to send a letter with your request by mail or fax, but additional verification is often needed with this method. We recommend that you contact the location where your account was opened, to check what specific information is required before sending your request. Contact information for each banking center is available on our website locator.

      7. What is mortgage refinancing?

        When you refinance your mortgage, you are essentially paying off your existing mortgage and replacing it with a new one. Mortgage refinancing can provide several benefits, including the opportunity to lower your interest rate, lower your monthly payment and pay off your loan earlier.

        Old National offers both the Quick Home Refi (QHR) and our standard mortgage refinancing product. You can learn more about each one and how to apply on our Mortgage Refinancing page.




      8. If my business uses ONPointe Treasury or ONPointe Essentials, whom do I contact for support?
        Contact Treasury Management Support at 1-800-844-1720 for assistance with ONPointe login, information reporting, ACH and wire transfer origination, positive pay and general questions.
      9. How do I activate my new debit card?

        Call 1-800-992-3808 and follow the prompts for activating your card and establishing a personal identification number (PIN).

        If you have questions or need assistance, call Client Care at 1-800-731-2265.

      10. Are Card Controls secure?

        Card Controls is a feature within our Online Banking and Mobile Banking platforms. We regularly test, update and validate our security model to ensure we maintain a banking grade level of security.