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Q. Why did UNFCU undertake changes to its computer system?
A: Our credit union continues to grow at an impressive rate. Much of this growth is occurring within our international membership base. In order to provide the best products and services for all members, we needed to upgrade our core computer systems. We continually strive to provide our members with the highest level of service to meet your needs. The decision to adopt a new computer system with more robust global capabilities comes in direct response to member feedback, such as surveys, focus groups and UN remote duty station visits conducted by UNFCU.
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Q. What has changed and how has it affected me as an Accountholder/Member?
A: Some immediate modifications were that you received a new expanded Member Number, Account Number and/or Loan Account Number which has replaced existing numbers. This was necessary for the credit union to provide more detailed information about your accounts to you in a simpler and more meaningful arrangement.
All of your accounts are presented to you in consolidated format, providing a quick way for you to reference your entire financial relationship with UNFCU. Additionally, new statements reflect all of accounts and are easier to read.
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Q. Do each of my accounts with UNFCU have a different Account Number?
A: Yes. Each account now has a unique Account Number, a part of which now includes your Member Number. For example, each savings, share certificate, checking account and loan each have its own unique Account Number. The reason for the change was so that UNFCU can provide your account information to you in a variety of different ways – on your statement and via Internet Banking.
Additionally, to provide you with more detailed information about your accounts going forward, we were required to change the structure of our Member and Account Numbers.
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Account Types
Q. Are there any changes to share certificates and dividends, as a result of your upgrade? *** NEW
A: Yes. All share certificates will mature one day early and UNFCU will pay all dividends for the full term of the certificate. For example, if your 6-month share certificate was scheduled to mature on 1 May 2008, it would mature on 30 April 2008. However, you will be paid dividends as if it matured on 1 May 2008. Share certificates opened on or after 1 April 2008 will mature on their normal date of maturity, as scheduled.
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Q. Can I still use my existing checkbook now that you have upgraded your computer system?
A: Yes. Existing checks will be processed.
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Q. How do I order checks for my new 13-digit checking account number? *** NEW
A:
UNFCU provides you with several convenient ways to obtain checks with your new 13-digit checking account.
Internet Banking
(available only if there have been no changes to your name and address since your last check order)
To order your checks, click on “Services” from the top navigation bar and then “View.” You will be asked to enter the routing transit number for UNFCU, which is the number at the bottom of your check: 226078609. Then, enter the checking account number printed on the bottom of your current checks. For FIRST time orders for checks with your new 13-digit checking account number, please enter your existing checking account number -- only. For all subsequent check orders, please enter your 13-digit checking account number in the required field.
Tear-Out Form
Use the tear-out form in your previous checkbook batch. Either mail in the form to our new address: UNFCU, 24-01 44th Road, Long Island City, NY 11101, ATTN: Member Directed Services, or drop it off at one of our branches or representative offices.
You may also contact our Member Directed Services Department via telephone at +1 347-686-6000, or via the international toll-free telephone numbers listed on our website at www.unfcu.org, or fax at +1 347-686-6400, or WebChat, email@unfcu.com, or in person to order an initial box of checkbooks, which like those ordered conveniently online, are also free of charge.
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Q. As my accounts have been consolidated under one new Member Number, will the US $50 which was originally required to open each additional UNFCU savings account be made available to me?
A: The required US $50 hold is now held only once on your Membership Savings Account. After 1 April 2008, all other remaining US $50 holds were made available to you.
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Q. Has anything changed with Start Smart™ Accounts?
A: Your child, grandchild or child for whom you have guardianship has received a new Member Number and new Start Smart Account Number. No re-enrolment is necessary. No new ATM or debit cards will be issued. Members with Option III (Start Smart Savings and Checking) Accounts will have to re-enroll in Internet Banking.
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Q. Has anything changed with regard to Individual Retirement Accounts, IRAs?
A: No. There have been no changes to IRAs.
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ATM/Credit and Debit Cards
Q. Where can I find my credit card balances on Internet Banking? *** NEW
A: You can view your credit card balances by clicking on “Credit Card Activities” within Internet Banking under Services.
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Q. Can I make a payment to my credit card from my UNFCU account or from another US financial institution?
A: You can make a payment online from your UNFCU savings or checking account, or if you choose so, from another US-based financial institution.
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Q. Will my payments be reflected immediately?
A: Credit card payments posted on a given day will be available the next business day.
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Q. Can I make payments to my UNFCU VISA® Credit Card using the new Telephone Banking system?
A: Yes. You can make payments to your credit card using Telephone Banking. This is a new service that also enables you to make payments to other loans. You can also check balances on all of your accounts using our new Telephone Banking system.
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Q. As a result of your upgrade has anything changed with my credit card(s), debit card or ATM card?
A: No. Please continue to use your existing cards. UNFCU did not reissue new credit, debit or ATM cards and will not be doing so until their expiration date.
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Q. Can I continue to use my Personal Identification Number, PIN?
A: Yes, you can continue to use your current PIN.
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Q. Can I withdraw funds directly using my UNFCU VISA® Credit Card from an ATM?
A: Yes. You can withdraw funds at an ATM with your VISA Credit Card. Please note that you must have a Personal Identification Number, PIN, to do so. If you do not have a PIN and would like to have one assigned, please contact UNFCU at +1 347-686-6000, or via our toll-free telephone numbers to speak with a Member Services Representative, or send your request to email@unfcu.com. You can also visit our branches or Representative Offices to learn more.
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Q. Can I view my VISA® credit card statements via eStatements?
A: Yes, current eStatements users can continue to view 6-months of their credit card history. Please click on the eStatements link within Internet Banking to do so.
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Internet Banking
Q. Do I need to self re-enroll in the new Internet Banking system?
A: Yes. All current and new Internet Banking users must re-enroll and select a new Personal Identification Number (PIN). You must have a current email address on file with UNFCU to enroll in Internet Banking in order to use/access the system. You can update your email address via one of the following three methods:
If you are an Internet Banking user, who is NOT currently registered for eStatements, please logon to Internet Banking, click on “Online Forms,” and then click on “Change Contact Information Form,” and then click “Submit.”
If you are currently receiving eStatements, you can provide your current email address by logging into eStatements and clicking on “Member Profile.” Then, click on the “Change you eStatements Reminder email address.” Enter your new email address and click “Submit.”
If you are not currently an Internet Banking user and would like to enroll in Internet Banking, please contact us at +1 347.686.6000, or email@unfcu.com.
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Q. How do I re-enroll in the new Internet Banking? *** NEW
A: Please visit our website and follow Step 1 (Enrollment) and Step 2 (Log-In). Please note that you need to enter your new 7-digit Member Number to Log-in during Step 2. Also, please enter your birth date in order of Month/Date/Year.
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Q. I have enrolled and I now see “challenge” questions that I did not create? *** NEW
A: Remember you must also complete Step 2. Please click on Step 2 to log-into Internet Banking using your new Member Number.
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Q. Why are all of my account relationships included on my online statement? *** NEW
A: All of your accounts are included on your statement via Internet, as well as Telephone Banking and paper statement so that you have them right at your finger tips -- in a more complete format.
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Q. Can I remove the appearance of account(s) and related activity via Internet Banking? *** NEW
A: Yes. You can do so by changing your account preferences. Within Internet Banking, simply go to “User Options” and click on “Change Account Preferences.” Then, under the “Display Everywhere” column, simply click in each box to remove the check mark for the account(s) that you would like to hide. Click on “Submit Preferences” and you will no longer see the account(s) and related activity.
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Q. Can I change my Internet Banking password? *** NEW
A: Yes. You can change your password for Internet Banking. Simply click “User Options” and then select “Preferences.” Next, click “Change Password.”
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Q. What benefits are immediately available through Internet Banking?
A: You will only need to access Internet Banking one time to gain secure access to all of your information in one location. No second sign-on is required to access VISA® credit cards, eStatus (Mortgages), or your eStatements.
Additionally, Email alerts and reminders are new and can help you simplify your financial life. You can elect to set-up a personalized email alert such as, “Your Balance is now below US $100.” This way, you can notify yourself when to make transfers and make payments, all the while having the ability to monitor your accounts more easily.
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Q. How do I set up an Alert and/or a Reminder in Internet Banking? *** NEW
A: Alerts and Reminders are new features within Internet Banking that can assist you when managing your accounts. To establish your own Alerts and Reminders simply click “User Options” and then select “Preferences.” You can then choose “Create an Alert” and/or “Create a Reminder” under “Preference Options.”
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Q. What is eBills? *** NEW
A: eBills is a new feature which enables BillPay™ users to receive their bills electronically from select US merchants. Click on the Internet Banking tab to view a BillPay demonstration where you can take a step-by-step virtual tour to learn more about BillPay.
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Q. How do I update my email information, as requested within BillPay? *** NEW
A: Please ensure that your current email address is entered within your BillPay Member Profile, located within Internet Banking.
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Q. Will I see the BillPay payees that I had set up prior to 1 April 2008?
A: Yes, the current payees have transferred to the new system.
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Q. I just enrolled in eStatements when can I see my transaction history? *** NEW
A: Your transaction history will be available to you at the next month end via eStatements.
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Q. When I look for my eStatements what accounts do I see? *** NEW
A: You will only see the eStatements that are from the primary membership. (This is the foundation for your new member number.) In our new platform, eStatement will include all accounts primary and jointly held. Every member is an individual and all of your relationships are included and displayed under your new member number.
Additionally, you will not see joint account information with six months of transaction history prior to 1 April 2008. Going forward, transaction history will build and be available to you.
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Loans
Q. Is there a minimum payment amount for Checking Line of Credits (LOC)? Previously it was $10.00. *** NEW
A: There is no longer a fixed minimum payment for checking LOC. The minimum payment is now calculated as 1% of outstanding balance, plus any interest due. A change in terms notification was sent to members in March of 2008, regarding this change.
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Q. How do I make mortgage payments through Internet Banking? *** NEW
A: You can do so within Internet Banking. Simply go to the “Transfers” Menu, select the appropriate “From” account (account to debit) and then the “To” account (mortgage account.)
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Q. How can I check the balance on my mortgage? *** NEW
A: You can check your balance by selecting eStatus within Internet Banking.
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Q. Has my Mortgage Loan Number changed?
A: No. Existing Mortgage Loan Account Numbers have not changed.
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Q. As a co-borrower on a loan will I see this information on my account summary letter?
A: No. The information on the loan only appears on the primary borrower’s Summary of New Account Information.
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Recurring (ACH) Payments
Q. Have my recurring/ACH payments continued to be made automatically? *** NEW
A: Yes, our new system has processed these payments with the old account number information. However, we strongly recommend that you provide your new 13-digit checking, savings or money market account number to your third parties, as well as the routing transit number for UNFCU (226078609), so that we can continue to provide you with prompt service. These third parties can include your telephone services or department store credit card providers. We also suggest that you contact incoming third parties from whom you receive electronic funds deposited into your account, such as company payroll or Social Security, with your new account numbers and the routing transit number. Remember to use your new 13-digit checking or savings account number and the routing transit number when initiating transactions with any new automatic payment providers.
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Q. Do I need to contact UN Payroll with my new Member Number?
A: No, as it is already established, this service will continue automatically. There is no need for members who have UN Payroll directly deposited to their UNFCU accounts to take any action.
Your Direct Deposit, automated payments, standing orders and electronic funds transfers will continue without interruption. You do not have to contact your existing service providers.
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Statements
Q. Where can I find a summary of my accounts?
A: You can obtain a summary of your accounts on your UNFCU monthly paper statements, or conveniently via electronic eStatements, as well as through Internet and Telephone Banking.
UNFCU VISA® credit cardholders can continue to obtain VISA statements, listing transaction details and your current account balance.
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Q. Do I receive separate statements for accounts?
A: You now receive ONE consolidated monthly statement listing all your financial relationships/accounts with UNFCU and detailed records of your associated transactions for these accounts. You will also separately receive your monthly VISA® credit card statement if you are a VISA® credit card accountholder.
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Q. What has changed for joint accountholders?
A: For added security and increased privacy for its members, joint accountholders will only be able to view the accounts online via eStatements and hear the information via Telephone Banking on accounts for which they are signatory.
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Telephone Banking
Q. Do I need to re-enroll in Telephone Banking?
A: Yes, there is a secure, self-enrollment to obtain your Personal Identification Number (PIN). The enrollment process for Telephone Banking has been simplified in terms of prompts/intuitive menu options for Telephone Banking with greater ease of use when making credit card payments, checking balances and reviewing your account history. You will need to have your new Member Number to respond to challenge questions, which provides you with additional security of your account information. To use the system, you will need to first activate and establish your PIN.
To view the list of prompts, please click on the Telephone Banking tab where you will find the Telephone Banking Quick Reference Guide.
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Q. How can I obtain my Personal Identification Number (PIN)?
A: You can obtain your PIN by dialing into Telephone Banking, authenticate yourself and select a PIN.
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Q. Can I obtain account information on my accounts and make transfers between them via Telephone Banking or Internet Banking?
A: Yes, you will be presented with a list and a description and can select which account you want to obtain updated account information on. You can also transfer funds between eligible accounts.
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Q. Can I obtain account history via Telephone Banking?
A: Yes. Your account history on Telephone Banking includes the last 6 deposits, or the last 6 withdrawals; 3 more deposits or withdrawals than were previously available to you. Additionally, you can now enter a specific check amount, if you do not know the check number, to see if the check has cleared.
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Wire Transfers
Q. How do I create a wire transfer payment? *** NEW
A: To make an online wire transfer payment, you have two easy and secure options. You may log into Internet Banking and select either:
- “Create a Payment,” for a one-time payment, or
- “Create a Template,” to establish recurring payments.
Should you want to change the amount of the payment, beneficiary information, or your bank preferences, as indicated within the designated fields, please note that you will need to update your template before submitting each wire transfer.
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Q. Can I use my existing wire transfer password to conduct wire transfers via eWires, or do I need to use the new password I just established for Internet Banking? *** NEW
A: Please use your existing Wire Transfer Password to complete the section, Create Payment, “Payment Information.” You need to enter your new Internet Banking password in the field where it is indicated to enter your new Internet Banking password. Then, click on “Submit Payment.”
Please click here to view our eWires demonstration to obtain important information on how to send your wire transfer via Internet Banking.
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Q. I have not sent a wire transfer before. How do I establish a password? *** NEW
A: If you have not previously initiated a wire transfer through UNFCU, you must complete a Wire Transfer Password Form, which can be obtained by following the steps on our website under Services, “Wire Transfers,” or by contacting our Member Directed Services Department via telephone +1 (347) 686-6000, email@unfcu.com, WebChat, or by visiting a UNFCU Branch or Representative Office.
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Q. I am completing a Wire Transfer Payments Form online. What is the Beneficiary ID? *** NEW
A: The Beneficiary ID is the Beneficiary’s Account Number.
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Q. Does the new system accept special characters in the fields where names of Beneficiaries are required, such as when entering names like Hélène, Muñoz, Björn, Sanaâ, and Zoë-Maud? *** NEW
A: No. Please remember to enter letters without any special symbols so that you can successfully submit your eWire request. Also, when entering telephone digits in the required field as indicated, do not leave any spaces or include any dashes in-between the numerals. For example, enter the appropriate numbers successively, for example: 12121231234.
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General
Q. Will UNFCU be operating in multiple currencies and when will this occur?
A: The new computer system introduced on 1 April 2008, has given UNFCU the flexibility to offer you more secure and efficient Internet and Telephone Banking services, more efficient and faster wire transfer service and easier-to-read combine account statements. Further, the technology builds the foundation for UNFCU to provide new services in the future, such as multicurrency accounts to members. UNFCU expects to be the first US-based credit union to offer accounts in foreign currencies. Apart from our systems upgrades, we are required to work with our regulator to obtain approval to offer multicurrency account services. The review and approval by our regulator also determines the timeframe for our moving forward with the multicurrency initiative.
We will be keeping you apprised of our progress and are pleased to provide you with a new system as a significant first step in our continued journey towards operating in multiple currencies.
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