Financial Privacy Frequently Asked Questions

Q: What kind of personal information do you collect?

A: The kind of information we collect depends upon your financial needs and the products and services you request. For example, when you apply for a loan or open an account with us, we need information about your financial status - such as your place of employment, income, monthly expenses and personal assets and debts outstanding - to process your requests. In addition, in order to make your banking as convenient and efficient as possible, we maintain information about your transactions with us, your account balance, and repayment history.

Q: How do you obtain the information?

A: We collect information from many sources. Much of our information comes directly from you when you fill out a loan or account application. For loan and deposit applications, we may also obtain information from credit bureaus and others regarding your credit and transaction history. We retain communications from you (such as letters or e-mails) in order to handle questions you may have and to keep records of your requests or concerns regarding our products and services. We also obtain demographic and household information from outside sources such as database information firms.

Q: Who has access to customer information?

A: We have internal policies against unauthorized use or disclosure of customer information. Customer information is accessible only to employees who need it to conduct your financial affairs. We emphasize the importance of confidentiality through our code of conduct, employee training, operating procedures, and privacy policy. We require the businesses with which we have a relationship to maintain the confidentiality of consumer information.

Q: Why do you need this information?

A: We maintain information and data about you to maintain the security of your accounts and to protect you and the entire institution against fraud. We need clear and accurate information to be able to positively identify you and authenticate your transaction in order to prevent access to your accounts by unauthorized individuals.

We also collect and analyze customer information as the first step in developing new products. For example, if we know you are a homeowner in need of additional financing, we can recommend a home equity loan or credit line as an alternative to an installment loan because of its potentially lower costs and possible tax benefits.

We are also required by laws and regulations to gather certain information. For example, we are required by federal regulation to obtain a tax identification number (generally a social security number) for many of our accounts, including all savings, checking, or accounts that pay interest.

Q: What do I do if I see any inaccurate information in my statements?

A: We work hard to assure that your information is current, accurate, and as complete as possible. If you see any inaccuracy in your statements or in any other communications from us, please call customer service at 1-800-282-7762 or contact customer service via e-mail at customer.support@ctbi.com. It is our policy to investigate and correct inaccuracies in a timely manner.

Q: Are there any regulations on disclosure of account information?

A: Yes. Under current law, we are allowed to share certain information - such as your name, address, and information about your accounts - among our affiliates. In some cases, such as a fraud investigation or in response to a validly issued search warrant or subpoena, we may be required by law to provide certain information to law enforcement agencies. There are also laws and regulations that affect the sharing of information with firms outside our affiliates (such as check printers, data processors, and marketing firms).

Q: What companies make up your affiliates?

A: Our affiliates include Community Trust and Investment Company and Community Trust Financial Services.

Q: Why do you share information with your affiliates?

A: Our goal is to make your financial dealings with us more efficient and easier for you to manage. For example, if you have a checking account with us and you want to open a brokerage account, with your permission, we may share information with Community Trust Financial Services.

Q: Why do you share information with outside (third-party) companies?

A: We use third parties to help us process your financial transactions and to provide you with a full range of financial products and services. For example, we use third parties to print your checks, to process your account transactions, and to help us market our products and services. This means more efficient services and helps keep your cost as low as possible. In addition, when you open an account or apply for a loan or line of credit, we use various credit bureaus as part of the process for various credit bureaus as part of the process for approving your application.

Q: What kind of information do you share with third-party companies?

A: The information shared depends on the product or service we are providing to you. For example, we may share your name, address, loan repayment history, or overdraft history, depending on the situation. We will not share your account number or access codes with any third party for purposes of marketing their products or services to you.

Q: Will the third parties keep my information confidential?

A: We will not share customer information with any company that does not agree to keep your information confidential. We carefully select the third-party companies we work with and any information that is shared is always subject to a strict confidentiality agreement. Moreover, it is a violation of federal law for a third party to reuse customer information received from us unless that information is also publicly available elsewhere.

Q: Where can I find out more about privacy laws?

A: The Federal Trade Commission has information at www.ftc.gov/bcp/conline/edcams/cybrspce/index. The American Bankers Association, at www.aba.com also has information on privacy and consumer tips on preventing identity theft and managing credit.

Q: How can I safeguard my information?

A: There is a lot you, as consumers, can do to help protect your information. Just as we combine many safeguards to meet the challenge of the information age, you can, too. Following are a few consumer tips for privacy protection:

• Don't give out your Social Security number or personal credit information over the phone.
• Tear up or shred receipts, bank statements, and unused credit card offers.
• Keep track of your mail - notice if something like a statement or a check is missing, and don't mail bills from your own mailbox. Drop them in a post box or at the post office.
• Review your credit report annually, and report and correct mistakes.
• Make sure you do business with reputable companies, especially on the Internet.
• Keep your browser's padlock or key icon active when doing business online.
• Don't open e-mail from unknown sources.
• Use virus detection software.
• Protect your PINs and passwords. Change them often. Use letters and numbers.
• Report any suspected fraud to your Bank and the fraud units of credit reporting agencies.
• Contact your Banker whenever you have a concern or question about the privacy of your personal financial information.

The above questions and answers are not our official privacy policy. To obtain a copy of our Privacy Statement click here.