Print | Email

Personal Banking and Investing - Frequently Asked Questions

Online Investing

1. Online Investing Demonstration

2. Account Information

3. General Investment Information

4. Stock Trading Information

5. Mutual Fund Trading Information

6. Option Trading Information

7. Technical Support and Service

1. Online Investing Demonstration

View a demonstration of how Online Investing works.
back to top

2. Account Information

2.1 How do I open an investment account online?

It's simple. If you already have a brokerage account and simply wish to add electronic services, download the electronic services application, complete it, sign it, and send it to us. After we process your application, we'll send you a User ID and personal identification number (PIN) you can use to log in to your Online Investing account.

2.2 What kind of computer software or hardware do I need for online investing?

Although most PCs with Internet access are acceptable, your computer system should meet these minimum standards:
  • Pentium IV processor or better or Macintosh® equivalent
  • Microsoft® Windows® XP or later or Macintosh OS System 10.x or later
  • 512 MB of available RAM
  • Access to the web via an Internet Service Provider
  • 56K Mbps or faster modem connection

2.3 Does my Online Banking PIN work with Online Investing?

No. They are separate systems.

2.4 Can I use my User ID with both Online Investing and voice-activated telephone investing?

Yes. When using Online Investing, input your entire 10-digit User ID; for voice-activated telephone investing, just enter the last six digits of your ID number.

2.5 What if I forget my investment account password?

Call Client Services at 1-877-634-3890. We will reset your password to a new PIN after verification of your identity. After you have signed on, you can change the password to one of your choosing.

2.6  Why aren't my various accounts on one statement?

Each brokerage account through UnionBanc Investment Services receives a separate brokerage statement. However, you can sign up for Household account statements by calling Client Services at 1-877-634-3890. At your request, some additional investment information (such as annuities) can be linked to show on your statement as a "not held" position.

2.7 Can my various investment accounts all be linked to the same checking or savings account?

Yes. When you set up your account, we will ask you for the account you want linked. If the account titles match, they can be linked.

2.8 Are there limitations on the orders that can be placed through Online Investing and voice-activated telephone investing?

While equity, option, and mutual fund transactions are accepted via Online Investing, some limits do apply. Online Investing and voice-activated telephone investing cannot accommodate these transactions:
  • Stock trades over 49,999 shares
  • Option trades over 100 contracts in size
  • Mutual fund trades over $250,000 in value
  • Most Canadian securities
  • Stop limit orders
  • "Cancel-and-replace" orders are not available on telephone investing
  • "All or none" and "do not reduce" orders are not available on voice-activated telephone investing
  • Mutual fund sell orders in dollar amounts exceeding 95 percent of the total value of the fund being sold; an error message will appear asking you to place the trade either in shares or as a "full" redemption
For these transactions, call Client Services at 1-877-634-3890. To receive discounted electronic pricing, be sure to tell our representative that you are an electronic services customer placing a trade outside system limits.

2.9 Can I transfer funds between my Union Bank checking account and my brokerage account on Online Investing?

No. Portfolio Connection® account holders can transfer funds between a checking or savings account and their Portfolio Connection account (in either direction), but only via Online Banking or Telephone Banking. Call Client Services at 1-877-634-3890 for any other funds transfer questions.

2.10 Can I see my brokerage account on Online Banking?

For Portfolio Connection accounts, all banking or noninvestment "line item" information -- such as checks, ATM, and point-of-sale transactions -- is visible via Online Banking. Plus, the total value of this account, including investments, is provided. Your other brokerage accounts will display total account value only.
back to top

3. General Investment Information

3.1 How do I order a prospectus?

Call Client Services at 1-877-634-3890, and we will send one to you.

3.2 How do I get information about your fees and commissions?

Please see our complete fee and commission schedule, which includes information about Online Investing.

3.3 What should I do if I can't get my computer to place or verify a trade?

Call Client Services at 1-877-634-3890 between 6:00 a.m. and 5:00 p.m. (PT) Monday through Friday for assistance.

3.4 Can I use Online Investing or voice-activated telephone investing to place trades on foreign exchanges?

No. The electronic channels cannot accommodate such transactions.

3.5 Why did my last trade cost more than $19.95?

Although many trades do go through at a commission of $19.95, it is a minimum commission and is valid only on equity transactions of up to 1,250 shares. We also assess a modest handling fee for processing your confirmation.
back to top

4. Stock Trading Information

4.1 How do I place a stock trade?

Complete the online equity order ticket. If you have questions, click the Help link. Or call Client Services at 1-877-634-3890.

4.2 Can I submit "cancel and replace" orders through your electronic services?

Cancel and replace functionality is available on Online Investing but not via voice-activated telephone investing. Cancel and replace orders are subject to the following conditions:
  • Cancel and replace functionality exists on all open equity and option orders.
  • Attempts to cancel and replace will be accepted as long as the new order does not increase the market value of the trade by more than 10 percent, but not to exceed $10,000 over the original order. All other attempts to cancel and replace will be rejected and will not be processed.
  • Only one attempt to cancel and replace can be made if the market value is increased.

4.3 How do I get stock symbol information?

Inside Online Investing, click on the Symbol Lookup link, located directly under the Quick Quote symbol input box. A box will open to help you search for the equity symbol you need.

4.4 How do I know a stock's trading price?

Enter the trading symbol in the Quick Quote symbol input box, located at the top of your screen; click Go or press Enter on your keyboard. The relative pricing information for the equity you entered will be displayed. For preferred stock, enter a forward slash and the letter "p" (/p) immediately after the symbol.

4.5 What should I do if I accidentally cancel an order?

If you accidentally cancel an order, you will have to resubmit your order.

4.6 How do I know if my order has been canceled?

To check the status of your order, go to your Order Status screen. If you're still not sure, call Client Services at 1-877-634-3890.

4.7 What is the minimum I can invest?

To purchase stock, you can trade as little as one share.

4.8 For Online Investing quotes, what do the letters in parentheses (such as "N") that appear after the Last, Bid, and Ask prices mean?

The letters refer to specific exchanges; e.g., (N) stands for the NYSE.
back to top

5. Mutual Fund Trading Information

5.1 How do I place a mutual fund order?

Complete the online mutual fund order ticket and make note of your transaction number. If you have questions, click the Help link or call Client Services at 1-877-634-3890.

5.2 When are mutual fund cut-off times?

Most mutual funds close at 1:00 p.m. (PT).

5.3 What is the minimum I can invest in a mutual fund?

Initial purchases are $2,000 ($1,000 for IRAs). Subsequent purchases are $1,000 ($500 for IRAs).

5.4 How do I order a prospectus?

Call Client Services at 1-877-634-3890, and we will send one to you.
back to top

6. Option Trading Information

6.1 How do I place an option trade?

You must be approved and have a signed option agreement on file with us prior to placing a trade. Complete the online option ticket and note your transaction number. If you have questions, click the Help link or call Client Services at 1-877-634-3890.

6.2 Can I submit "cancel and replace" orders through your electronic services?

Cancel and replace functionality is available on Online Investing but not via voice-activated telephone investing. Cancel and replace orders are subject to the following conditions:
  • Cancel and replace functionality exists on all open equity and option orders.
  • Attempts to cancel and replace will be accepted as long as the new order does not increase the market value of the trade by more than 10 percent, but not to exceed $10,000 over the original order. All other attempts to cancel and replace will be rejected and will not be processed.
  • Only one attempt to cancel and replace can be made if the market value is increased.

6.3 What if I don't know the symbol of the option I want to trade?

On the options order ticket, next to the Options Symbol box, click on Symbol Search to display a symbol input box. Key in the symbol of the option you want, then click Search. The call and put symbols for the stock you entered will be displayed, as will the expiration date and the strike price.

6.4 When is settlement for option trades?

Settlement for option trades takes place the next day.

6.5 How do I know an option's trading price?

Enter a hyphen and the option's trading symbol (e.g., -IBMGG) in the Quick Quote symbol input box, located at the top of your screen. Click Go or press Enter on your keyboard. The relative pricing information for the option you entered will be displayed. If you're unsure of the option's trading symbol, refer to question 4.3 above.
back to top

7. Technical Support and Service

7.1 What can I do when voice-activated telephone investing doesn't understand me, especially in airports or other places with background noise?

There are times when keypad entry of commands is preferred. Voice-activated telephone investing is now equipped to handle either voice command mode or keypad command mode. To switch from one to the other at any time, press 88. In either mode, listen for instructions on how to retrieve information in the mode you have selected.

7.2 Is there anything I can do to speed up the readback of my quotes when voice-activated telephone investing is giving me detail on every symbol on my list?

You can say "Use Quick Quotes" to use an abbreviated quote format. You can always switch back to the full quote format by saying "Use Detailed Quotes." If you use a keypad, push ** to hear available commands while in the quote list.

7.3 Is there any way around waiting for the voice-activated telephone investing system to tell me what's next, so I don't have to wait so long to give the next command?

You can interrupt the sequence with the next command almost anywhere in the system sequence. The only exception is when verifying an order prior to placing the trade. For compliance reasons, the system must read back the entire order prior to allowing you to respond, whether you want to place, cancel, or edit the order.

7.4 Why am I getting a message in red that says, "You are unauthorized to access the system or account?"

There could be several reasons. Please call Client Services at 1-877-634-3890 and choose option 1.

7.5 Where can I find help when I'm in the online access area of Online Investing?

Just click the Help link in the upper-right corner. This extensive online help menu answers specific questions about most items within the online access area.
back to top
tcm:9-42652
CONTACT US
Phone
CALL US
Contact one of our specialists by telephone. Phone Directory
Icon of a Lock
WRITE US
SECURE EMAIL
Personalized support for current customers. Sign On
Account
STANDARD EMAIL
General support for any of your questions. Get Help by Email
Location
FIND LOCATIONS
Find branch locations, ATMs, hours of operation, and more. Go