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1. How can I dispute a transaction that I don't recognize on my account?

   For Check Disputes
   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.

   For Electronic and Debit Card Transaction Disputes
   You may call Client Care at 1-800-731-2265, Option 2, or visit an Old National banking center. Our associates can assist in filing the paperwork as well as issuing a new debit card if applicable.

   If you believe an unauthorized transaction may be a result of someone using your debit card, you can turn your debit card off (and back on again) with our Card Controls feature in Online Banking and the Mobile App.

2. 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.

3. What are my options for contacting Old National?

   We offer several convenient ways to connect with us. 

   • Visit a nearby location. (Note: Please check our locator for information about specific locations. All banking centers are accepting appointments for lobby transactions and will serve you at our drive-thru windows (where available). See our FAQ with information on scheduling an appointment.)
   • Call our Client Care team at 1-800-731-2265. Phones are answered Monday through Friday, 7am to 6pm, and Saturday, 7am to noon (all Central time).
   • Use our email form to submit comments or request a call.
   • Sign in to to your Digital Banking account from the Old National home page, and choose Secure Chat from the top menu.
4. What is an NSF fee, and why did I receive one?

   If there is not enough of an available balance in your account to cover a withdrawal or payment presented against your account, an overdraft will occur and fees may be assessed. These are called NSF fees or overdraft fees. You may also hear the term "insufficient funds" used.

   An NSF fee is charged when a checking account is overdrawn causing a negative balance at the end of the previous business day. NSF fees are always charged the day after the overdraft occurs. You can avoid NSF fees by making a deposit to bring your account to a positive balance by the end of the business day.

   For specific details regarding an overdraft, or to sign up for overdraft coverage, please visit any Old National banking center or call Client Care at 1-800-731-2265. 

5. My debit card is about to expire. When will I receive my new debit card?

   Your debit card will continue to work until the last day of its expiration month. You should automatically receive a replacement card around the third week of the month that your card is set to expire.

   To protect against potential card theft, your card will arrive in an unmarked, white envelope that does not display the Old National name or logo. Please watch your mail carefully to avoid accidentally discarding it.

   If you have not received your new card by the end of the expiration month, please call Client Care at 1-800-731-2265, Option 2, or visit any Old National banking center for assistance.

   Please note that If you have not used your card in the past 12 months, or we do not have a correct address on file for you, this may prevent you from automatically receiving a replacement card.

6. What is the difference between available balance and current balance on my account?

   Your Current Balance shows the amount of money in your account at the end of the previous day (after deposits, withdrawals, and ATM and debit card transactions). This includes only transactions that have cleared.

   Your Available Balance is your Current Balance minus any holds, uncollected deposits and transactions received but not yet processed by Old National, which may include certain ATM or debit card transactions. It also does not include checks you have written but have not been presented by the recipients.

   Please refer to our Deposit Account Agreement and Disclosure for more information about the timing and order of transactions we use to calculate your account balance at the end of each day.

   If you have questions, please call Client Care at 1-800-731-2265 or visit any Old National banking center.

7. 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.

8. 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.

9. 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.

10. What is a budget draft payment on my mortgage loan?

    With Budget Draft Payment (Biweekly Drafting), a borrower is allowed to make half-payments every two weeks and apply these payments as a full monthly mortgage payment once a month. Some borrowers find it easier to break a payment up over paychecks, instead of making one large monthly mortgage payment. You can set up budget drafting in Mortgage Manager. Our How to Enroll in Budget Draft guide walks you through the process. 

    If you need assistance setting up an automatic loan payment or want us to mail an auto pay form to you, please contact Client Care at 1-800-731-2265 or visit any Old National banking center.