New Customer Enrollment

Online Banking Terms and Conditions

Heritage Bank
Terms and Conditions Agreement

This Agreement is a contract between you and Heritage Bank that outlines and governs the Terms and Conditions for accessing your personal and commercial accounts via Online@Heritage, Heritage Bank's internet banking service. This agreement explains the terms and conditions which govern the following online services:

  • Account and Balance Inquiries
  • Account Transfers
  • Stop Payments

By using the Online Banking Services provided by Heritage Bank, you agree to abide by the conditions of this agreement. All applicable federal laws and regulations will govern this agreement; that no federal law applies; laws and regulations effective in the State of Virginia will govern the agreement.

Some of the terms set forth in this agreement are governed by the Electronic Funds Transfer Act, which is only applicable to consumers. Commercial Account holders are not entitled to the rights of the EFT Act.

In order to use Heritage Bank's Online Banking Service, you must accept the Terms and Conditions Agreement. Commercial clients must additionally sign our "Online @ Heritage Agreement". Please ask your Financial Center representative for a copy. Once you click on the "I Agree" button at the end of this Agreement, you agree to abide by all of the Terms of this Agreement and acknowledge your receipt and understanding of this Agreement. Please read the Agreement carefully and print a copy for your records..

You or Your - Refers to the individuals, corporations, partnerships, limited liability companies, and sole proprietorships subscribing to or using Online@Heritage.

We, Us, or Our - Refers to Heritage Bank and any agent, independent contractor, designee, or assignee that Heritage Bank may involve in the provision of Online@Heritage.

Business Day - The term "business day" refers to Monday through Friday, excluding Saturday, Sunday and federal holidays.

Consumer Accounts - Means a demand deposit or other account in the name of an individual held for personal, family, or household purposes.

Privacy Statement - Heritage Bank understands how important privacy is to our customers. We have taken steps to insure your security and privacy for your personal and financial dealings with the bank. Our customer privacy statement can be obtained by clicking here.

Internet Security Information
Heritage Bank On-line Banking is part of a network that utilizes a comprehensive security strategy to protect your accounts and transactions conducted over the Internet. In-depth information on many of the techniques and features employed by the system can be viewed and are explained in our Heritage Bank On-line Security statement. In addition to our login security, we use the SSL (secure socket layer) encryption technology for everything you do in Online@Heritage. Whenever SSL is securing your communications, the browser will typically indicate the "secure session" by changing the appearance of a small icon of a padlock at the bottom of the screen from open to locked. What this means to you is that your communications are encrypted from your browser to the servers at all times so no unauthorized party can read the information as it is carried over the Internet.

It is imperative that you keep your computer up to date.  You must maintain anti-virus protection, a current supported operating system and firewall.  Windows XP is no longer a current supported operating system as of April 8, 2014, as Microsoft has discontinued support.

Login Security
Security is very important to Heritage Bank. When you login to the service for the first time, you will use your account number and the last four digits of your social security number (personal accounts) or taxpayer identification number (businesses). You will then be prompted to select a new "Access ID" and "Password" that you will thereafter use to gain access to your accounts. Your session time limit is limited to 60 minutes, but to help prevent unauthorized access and ensure the security of your accounts, we will end your online session if we have detected no activity for 20 minutes. This is to protect you in case you accidentally leave your computer unattended after you log on. When you return to your computer, you will be prompted to re-enter your password and your session will continue where you left off. Because your password is used to access your accounts; you should treat it as you would any other sensitive personal data. You should carefully select a password that is hard to guess. Keep your password safe. Memorize your password and never tell it to anyone. You can change your password at any time.  This can be done after you are logged in, from the "options" menu.

Your Access ID may be any combination of alpha/numeric characters, with a minimum of 8 characters and a maximum of 12 characters.

The Password criteria is as follows:

  • Minimum Password length is 8
  • Maximum Password length is 12
  • Number of Numeric Characters required is 1
  • Number of Alpha Characters required is 1
  • Passwords are Case sensitive and should be all lowercase characters
  • Passwords can be changed at anytime by using Heritage Bank's on-line banking service.

Inactive Accounts
If your Online@Heritage account remains inactive for 180 consecutive days, your access will be terminated and re-enrollment will be required. 

Hours of Accessibility
You may access Online@Heritage 24 hours per day, seven days a week. Necessary system maintenance will be scheduled for hours during which system traffic is not as active. If the system is unavailable due to an unanticipated problem, you may use the automated voice response system (InfoTouch 24) at 1-800-790-6691, or one of our ATM machines, or a branch office (during regular business hours) to conduct transactions.

Balance Inquiries and Transfers
You may use Heritage Bank's On-line Banking to check the balance of your accounts and transfer funds between your accounts. Balances in your accounts may differ from your records due to deposits in progress, outstanding checks or other withdrawals, payments or charges. If you have further questions, contact us at

Special Information about E-Mail
Generally, requests received by E-mail to will be processed within two business days using procedures that would handle similar requests received by mail or fax. If urgent action is required, we recommend that you contact Heritage Bank directly by telephone at (757) 648-1700 between 8:30 a.m. and 5:00 p.m., Monday - Friday.

You may use your personal computer to:

  • Obtain Account balances;
  • Review transaction history;
  • Transfer funds between eligible accounts on a one-time or recurring basis;
  • Place Stop Payments
  • Use our Bill Pay functionality

Limitations on Frequency of Transfers
You may initiate an unlimited number of transfers between your eligible accounts subject to the limitations that apply to the maximum number of automatic or recurring withdrawals from savings account.

Limitations on Dollar Amount of Transfers
Each transfer between accounts and the maximum aggregate amount per day is unlimited.

Fees for Online@Heritage Banking Service
Online@Heritage is available to our customers at no monthly charge for account information services and transfers between accounts. Heritage Bank reserves the right to make fee changes in the future.

Notice of Your Liability (Applicable to Consumer Accounts Only)
Tell us AT ONCE if you believe your Access ID and Password have been lost or stolen. Telephoning is the best way of keeping your possible losses down. You could lose all the money in your account plus your maximum overdraft line of credit. If you believe your Access ID and Password has been lost or stolen, and you tell us within two (2) business days after you learn of the loss or theft, you can lose no more than $50 if someone used your Access ID and Password without your permission.

If you do NOT tell us within two (2) business days after you learn of the loss or theft of your Access ID and Password, and we can prove we could have stopped someone from using your Access ID and Password without your permission if you had told us, you could lose as much as $500.

Also, if your statement shows transfers that you did not make, tell us at once. If you do not tell us within 60 days after the statement was mailed to you, you may not recover your losses after the 60 days if we can prove that we could have stopped someone from taking the money if you had told us in time.

Contact in the Event of Unauthorized Transfer
If you believe your Access ID and Password has been lost or stolen or that someone has transferred or may transfer money from your account without your permission, call: (757) 648-1700 Or write:

Heritage Bank
Attn: Bank Operations
PO Box 3749
Norfolk, VA 23514

Bank Liability (Applicable to Consumer Accounts Only)
If we do not complete a transfer to or from your account on time or in the correct amount according to our agreement with you, we will be liable for your losses or damages. However, there are some exceptions. We will not be liable, for instance:

  1. If, through no fault of ours, you do not have enough money in your account to make the transfer or payment.
  2. If the transfer or payment would go over the credit limit on your overdraft line.
  3. If the Service or your personal computer or modem was not working properly and you knew about the breakdown or malfunction when you started the transfer or payment.
  4. Any information provided by you about the payee is incorrect.
  5. There are any delays in the handling of the payment by the payees.
  6. Circumstances beyond our control prevent the proper completion of the transaction, despite reasonable precautions that we have taken. Such circumstances include, but are not limited to, fire, flood, tornado, delay in the U.S. Mail or other uncontrollable circumstances such as power failure, the disconnecting or quality of your telephone line.
  7. Funds in your account are subject to legal process or other restrictions prohibiting the transfer.
  8. Other applicable laws and/or regulations exempt us from liability.

Error Resolution Notice
In Case of Errors or Questions About Your Electronic Transfers

Telephone us at:
(757) 648-1700

Write to us at:
Attn: Bank Operations
PO Box 3749
Norfolk, VA 23514

Or E-mail us at:

Contact Heritage Bank as soon as you can, if you think your statement or receipt is wrong or if you need more information about a transfer listed on the statement. We must hear from you no later than 60 days after we sent the FIRST statement on which the problem or error appeared.

  1. Tell us your name and account number (if any).
  2. Describe the error or the transfer you are unsure about, and explain as clearly as you can why you believe it is an error or why you need more information.
  3. Tell us the dollar amount of the suspected error.

If you tell us orally, we may require that you send us your complaint or question in writing within 10 business days.

We will determine whether an error occurred within ten (10) business days after we hear from you and will correct any error promptly. If we need more time, however, we may take up to 45 days to investigate your complaint or question. If we decide to do this, we will credit your account within 10 business days for the amount your think is in error, so that you will have use of the money during the time it takes us to complete our investigation. If we ask you to put your complaint or question in writing and we do not receive it within ten (10) business days, we may not credit your account.

For error involving new accounts, point-of-sale, or foreign-initiated transactions, we may take up to 90 days to investigate your complaint or question. For new accounts, we may take up to 20 business days to credit your account for the amount you think is in error.

We will tell you the results within three business days after completing our investigation. If we decide that there was no error, we will send you a written explanation. You may ask for copies of the documents that we used in our investigation.

Preauthorized credits. If you have arranged to have direct deposits made to your account at least once every 60 days from the same person or company, you can call us at (757) 648-1700 to find out if the deposit has been made. In addition you will receive a monthly account statement from us for your checking accounts unless there are no transfers in a particular month. The payee name, payment amount, and transaction date will be reflected for each payment made through the Service.

Stop Payments
You have the right to stop or change any scheduled payment. You must make any stop-payment order in the manner required by law and we must receive it in time to give us a reasonable opportunity to act on it before our stop-payment cutoff time. To be effective, your stop-payment order must precisely identify the number, date and amount of the item, and the payee. You may stop payment on any item drawn on your account whether you sign the item or not, if you have an equal or greater right to withdraw from this account than the person who signed the item. A release of the stop-payment request may be made only by the person who initiated the stop-payment order. Stop Payments will be effective the banking day after added.

Information about your account(s) or the transaction(s) you make may be shared if:

  1. It is necessary to verify the existence and condition of your account to a third party such as a credit bureau or merchant.
  2. It is necessary to comply with a governmental agency or court order.
  3. You give us permission, which we may require to be in writing.
  4. It is necessary to collect information for internal use, the use of our service providers, and our servicing agents and contractors concerning our electronic funds transfer service.
  5. It involves a claim by or against us concerning a deposit to or a withdrawal from your account.
  6. We are required or permitted to do so under state or federal laws and/or regulations.

For additional information on our sharing practices, please refer to our Privacy Statement by clicking here.

Heritage Bank may terminate your access to Online@Heritage, in whole or in part, at any time without notice, if you do not comply with the terms of this Agreement, or the agreements governing your Accounts, or if we believe that you have handled your Account(s) in a fraudulent manner. Additionally, if your Online@Heritage account remains inactive for 180 consecutive days, your access will be terminated and re-enrollment will be required.  We may also terminate your access to Online@Heritage Banking for any other reason by giving you twenty (20) days notice. Termination will not affect your liability under this Agreement for transactions that we have processed on your behalf.

No Signature Requirements
When any payment or other on-line service generates items to be charged to your account, you agree that we may debit the designated account, or the account on which the item is drawn, without requiring your signature on the item and without any notice to you.

New Services
Heritage Bank may, from time to time, introduce new services to Online@Heritage. We shall update this On-line Access Agreement to notify you of the existence of these new services. By using these services when they become available, you agree to be bound by the terms contained in this On-line Banking Access Agreement.

Virus Protection
Heritage Bank is not responsible for any electronic virus or viruses that you may encounter. We encourage our customers to routinely scan their personal computer and portable media using a reliable virus product to detect and remove any viruses. Undetected or unrepaired viruses may corrupt and destroy your programs, files and even your hardware. Additionally, you may unintentionally transmit the virus to other computers.

Governing Law
This agreement and the account or service you are accessing via Online@Heritage will be governed by and interpreted in accordance with the laws of the Commonwealth of Virginia.

This agreement may not be assigned to any other party by you. We may assign or delegate, in part or whole, to any third party.

Terms and conditions of this agreement may be amended in whole or part at any time within 30 days written notification prior to the change taking effect. If you do not agree with the change(s), you must notify us in writing prior to the effective date to cancel your access. Amendments or changes to term(s) or condition(s) may be made without prior notice if they do not result in higher fees, more restrictive service use, or increased liability to you.

Entire Agreement

This Agreement supplements any other agreements or disclosures related to your account(s), including the Deposit Account Agreement and Disclosures. If there is a conflict between this Agreement and any others, or any statements made by employees or agents, this agreement shall supersede.


Accept | Decline

Make the Switch!

Transfer all of your banking needs to Heritage Bank.
Click Here for Forms.

Online Banking

Enroll Now!

Manage Your Credit Card Account
Online@Heritage Tips