Account FAQs

Here are some frequently asked questions (with answers, of course) to help ease the transition of your account(s).

We don't want you to miss a beat while managing your accounts.

These answers help you transition to our new products


If you have any questions about the transition, start here. This is the information you need related to support hours and details for your Xenith accounts. We're working to minimize, or avoid, any disruption to your normal routine.
What are the hours of operation for the Customer Contact Center?

Beginning Monday, May 28 at 8 a.m., you will have expanded hours by calling us at 1.877.349.0420. The Customer Contact Center hours are Monday through Friday, 8 a.m. to 8 p.m. and Saturday, 9 a.m. to 5 p.m.

How do I set up my new Automated Telephone Banking?

Beginning Sunday, May 27 at 5 p.m., please call 1.877.349.0420 and follow the prompts. The first time you access the new Xenith Telephone Banking system, you will be prompted to enter your social security number and asked to set up a personal identification number (PIN) for future access to your account.

When will my access to the current Xenith's Automated Telephone Banking and Customer Solutions Center end?

You will continue to have access to Xenith’s current Telephone Banking and Customer Solutions Center at 1.866.867.8500 until Friday, May 25 at 6 p.m. Beginning on Monday, May 27 at 5 p.m., you will have access to the new Xenith Telephone Banking and Customer Contact Center at 1.877.349.0420.

What other ways can I reach the bank for support?

We will offer many ways to receive assistance besides calling us, including web self-service, live chat, or emailing us at customer.advocate@xenithbank.com.

Will the bank have extended support hours for conversion?

Yes. In order to help facilitate your transition smoothly, Xenith's Customer Contact Center will be open 24/7 until June 16 to assist you.
Will there be changes to my account?

There may be some changes to the terms and conditions of your account. Your accounts were carefully reviewed and matched to the new accounts they most closely resembled. Please read the Deposit Account Products section of our Customer Account Guide and Terms & Conditions booklet to learn more about the products that have changed.

In what order will transactions post to my checking and savings account?

ATM and debit card transactions will be posted in order of the date and time on which they occurred, if known, and before any checks written by you; certain other non-check transactions such as fees will be posted in order of dollar amount, from highest to lowest; and checks will be paid in order of check number, please see the Important Account Information book for more information.

Will my account number(s) change?

In a few cases, there will be account numbers changes. If you are impacted, you will be receiving a separate correspondence with your old and new account numbers. However, your routing number will change to 051403164 for all customer accounts. We highly recommend you contact any direct deposit originator (i.e. your payroll department) and any merchant or service providers (for other automatic transactions) after May 15 in order to switch your direct deposit, auto debit and eBill pay accounts to reflect the new number.

If you are receiving a new account number, we will provide an initial order of checks at no cost to you.

Will I need to replace my checks, and if so, will I be charged?

Unless you are notified other wise, you may continue to use your Xenith checks as you do today. If you are receiving a new account number, we will provide an initial order of checks at no cost. At your next reorder of checks, please use your new routing number: 051403164.

Will my current overdraft protection (ODP) still be available?

If enrolled, you will continue to have overdraft protection. Please see the Important Account Information book for details.

Will I get a final statement from Xenith?

Yes, customers with checking, savings and or money market accounts will receive a final statement reflecting your transactions and posted interest through May 25. If you currently receive paperless statements, they will continue.

Can I continue to use my existing Xenith debit and ATM cards?

Yes, you can continue to use your Xenith card until you receive and activate your new card in July.

If I currently have a “Make It Your Own” personalized debit card, will I be re-issued a debit card with the same image?
No. Since we are not able to transfer images from Xenith’s system to Union’s system, you will be issued a standard Xenith debit card. If you would like to personalize your new Xenith debit card, you can do so at no cost to you through our “Make It Mine” personalized debit card program after you receive your new standard Xenith debit card in July.

Will the daily purchase and withdrawal limits change?

Please refer to the Important Account Information book.

Will I continue to earn debit reward points when I use my debit card?

Yes. You will continue to earn debit reward points with every debit card transaction as you do today.

Will I be able to add my debit card to Apple Pay?< br /> Once you receive your new debit card in July, you'll be able to enroll it in Apple Pay.

Will I still be able to use my existing Xenith credit card?

Yes, you can continue to use your Xenith credit card. There will be no changes.

Will my loan or line of credit account number change?

In a few cases, there will be account number changes. If impacted, you will receive a separate correspondence with your old and new account numbers.

Will my loan payment still be automatically deducted from my account?

Yes, there will be no interruption to existing automatic payments.

Can I use my current HELOC and Line of Credit checks?

Yes, you can continue to use your existing checks. You will receive a separate communication if you are issued new checks because your account number has changed.

Will I need to mail my loan or Home Equity payment to a different address?

Please mail payments to:

Xenith Bank
Attn: Payment Processing
PO Box 71120
Charlotte, NC 28272-1120

For Online Bill Pay please remember to update any auto-payments that are mailed to the bank to reflect this address.

Will I continue to receive combined loan statements for my loans?

You will receive separate statements for each account.

Will I continue to receive my loan or line of credit statements at the same time each month?

You can expect to receive your statements around the same time.
What happens to my FDIC coverage if I have deposits at both Union and Xenith?

Both Union Bank & Trust and Xenith Bank are federally insured banks. Currently, the standard deposit insurance amount is $250,000 per depositor, per insured bank. Any deposits you have at Xenith Bank will be combined with any deposits you have at Union Bank & Trust. This combined balance will determine whether you have exceeded the FDIC insurance limit.

Certificates of Deposit (CDs) opened at Xenith Bank will be separately insured until the earliest maturity date and will be renewed to a comparable product offered at Union Bank & Trust.

Where can I get more information about FDIC insurance coverage?

The FDIC has developed a tool called EDIE (Electronic Deposit Insurance Estimator). This tool will assist you with calculating your FDIC coverage limits. Before you begin, identify all the deposit accounts that you have at Xenith Bank and Union Bank & Trust. Then, follow the steps on EDIE to calculate your coverage. For additional information regarding FDIC insurance coverage, we encourage you to explore the FDIC website or call 1-877-ASK-FDIC (1-877-275-3342).
 

Important Dates

May 24

ATM functionality will be limited

Access to existing Xenith Bill Pay will no longer be available

IMPORTANT NOTE:
All previously scheduled payments will be made as you instructed.

3 p.m.
Xenith Online Banking goes in to view-only mode (no transfers, alerts/preference edits, etc.)

May 25

Branches will close at their normally scheduled time

3 p.m.
Telephone Banking will be in inquiry-only mode

6 p.m.
Xenith Customer Solutions Center will close

May 26

Xenith Branches will not be open

Telephone Banking will not be available

May 27

Last day to log in to the current Xenith Online Banking (view-only)

5 p.m.
Customers can access the new Xenith Telephone Banking and create new PINs

May 28

8 a.m - 8 p.m.
The new Xenith Customer Contact Center will be available to assist all customers

Access to Xenith Online Banking and Mobile App is available

May 29

Branches open

May 31

Bill Pay history available

IMPORTANT NOTE:
All payments calculated on the old Xenith platform, including those dated through May 31st, will not be viewable until this date. However, they will be processed as you instructed.

May 15

Preview period on Business eBanking through May 25th

May 24

Your existing Xenith Bill Pay will no longer be available

ATM functionality will be limited

May 25

Branches will close at their normally scheduled time

3 p.m.
Xenith Online Banking, Mobile Check Deposit and Remote Deposit Capture will no longer be available
- Telephone Banking will be in inquiry only mode

6 p.m. 
- Xenith Customer Solutions Center will close
- Telephone Banking will not be available

May 26

Xenith Branches will not be open

May 27

5 p.m.
- Customers can access the new Xenith Telephone Banking and create new PINs

May 28

Xenith Customer Support will be available to assist all customers from 8 a.m. to 8 p.m.

May 29

Access to Xenith's new Business eBanking, Mobile App and ATMs is available

Branches reopen