Frequently Asked Questions

Multi-Factor Authentication (MFA) Information:
Quick Reference Guide (PDF)
MFA FAQ (PDF)

What options do I have for ordering checks?
Come in to the branch and see a Member Service Rep, order online, or call 1-800-355-8123.

How do I order a new VISA Debit Card?
Come in and see a representative from our VISA/Debit department to sign a form.

How do I report a lost or stolen credit card?
To report a lost or stolen credit card, get assistance with activating a card, or to report card fraud etc. Call 1-800-442-4757

What is my routing number?
This 9 digit number can be found on the bottom of your checks

I moved away, how can I change my address?
Mail or fax a letter with the new address and your signature

How do I sign up for Overdraft Advance?
Members with share draft accounts are automatically enrolled after 90 days.

How do I sign up for Bill Pay?
You can enroll through Net-Branch.

How can I place a Stop Payment on a check?
You can do this using Net-Branch, or come in to the branch and see a Member Service Rep.

How do I find a Shared Branching outlet?
Go to our website, or www.cuswirl.com

What do I need to access my account when using Shared Branching?
Your government issued photo ID, your credit union name, and your account number.

What type of transactions can I do in Shared Branching?
Deposit, wire transfers, checking withdrawals, loan payments, cash advances from your VISA or line of credit, fund transfers between your sub-accounts (savings, checking, money market), statement copies, money orders, travelers cheques and even notary services.

Will there be any fees involved with Shared Branching?
The only fees are associated with purchasing money orders, cashiers checks and traveler’s checks. There will be a listing of fees in any Shared Branching location.

Fraud FAQ

Are you about to cash a check from an item you sold on the Internet, such as a boat, jewelry, etc?
  -  Is it the result of communicating with someone by email?
  -  Did it arrive via an overnight delivery service?
  -  Is it from a business or individual account that is different from the person buying your item      or product?
  -  Is the amount for more than the item's selling price?

Are you sending money overseas?
  -  Did you win an international lottery you didn't enter?
  -  Have you been asked to pay money to receive an inheritance from another country?
  -  Are you receiving a commission for accepting money transfers through your bank and/or      PayPal account?

If you answered "Yes" to any of these questions, you may be getting scammed! To report an online crime, go to www.IC3.gov.

Bill Pay FAQ

1. How do I get started?
You will complete a bill pay enrollment form by pressing the “Bill Payments” button under the services category in Netbranch. You will then need to follow the directions provided for completing the enrollment process. When you receive notification from your financial institution that your bill pay enrollment has been approved (generally a minimum of 3 business days), you may begin to use the service.

2. Should the processing date be the actual due date of the bill?
No. You should schedule payments a minimum of five (5) business days for your check payments and a minimum of three (3) business days for your electronic payments prior to the actual date. Weekends and Federal Reserve holidays are not counted as business days.

3. How soon are funds actually taken out of my account?
Bill payments are debited from your designated account within 24 hours of the process date.

4. What happens if I do not have enough money in my account to cover a scheduled transfer or payment?
If funds are not available on the requested processing date, your transfer or bill payment may be cancelled. If cancelled, you will be required to reschedule the payment; the bill pay system will only process the payment one time. If a recurring payment is cancelled, future payments on the recurring schedule will not be affected; however, you will need to reschedule the cancelled payment if you want it to be paid.

5. When and how are my payments delivered and how can I ensure that my payee receives my payment by the due date?
After funds are withdrawn from your account, we may remit your payment(s) by electronic funds transfer, or if the payee does not accept electronic payments, by mailing your payee a check. Because of the time it takes to remit your payment to the payee, they will not receive payment on the processing date (the date you instructed us to deduct the funds from your account). Therefore, you should allow sufficient time for payments to be received and posted to your account. See Process Date under Terms and Definitions for more details on the number of days to allow for payments to be received by your payee. You may verify receipt of the payment by your payee by contacting them directly or checking your next billing statement for verification of posting the payment.

6. When is the last possible opportunity for me to change or cancel a scheduled bill payment?
You can change or stop a payment prior to the cut-off time on the processing date you originally scheduled. (You will not be able to change the date on a recurring payment; however you can stop and reschedule the payment.)

7. Who do I contact if my transfer or payment has not been posted?
Before any research can be done on a payment that has not posted, please allow a minimum of (10) business days for a check payment and a minimum of (5) business days for an electronic payment and transfer to reach your payee. Often it does not take this long, but this is the amount of time we allow the merchant to receive and post our payments. If the transaction has not been posted by that time, simply contact us by calling Subscribers Services at the toll-free number provided by your financial institution (this number can also be found at the bottom of every page on the bill pay website). You may also chat with a Subscriber Services representative by clicking on the Chat button (when available) on the bill pay website or send us an email at subscriberservices@billpaysite.com. We will follow up on the transfer or payment and get back to you within 24 to 48 business hours.

8. Why are some of my payees highlighted in Yellow?
Payees that are in pending status (either added Email Payees or Transfers that are awaiting you to complete the confirmation process or added bills that are awaiting the approval process) will be highlighted in yellow. For added Email Payees or new Transfers, check your email for a confirmation request that contains instructions on how to complete the confirmation process. For added bill payees, it takes up to three (3) business days for an added payee to be approved.

9. What is a Challenge Phrase and Response and why is it required for certain transactions?
The challenge phrase and response is a question and answer that you established on your bill pay account. This question and answer should be one that only you know. Therefore, it provides an additional level of security with your bill pay account.

How do I change my email address?
For security reasons, your challenge phrase and response will be required before you will be able to change your e-mail address.
1. Go to “Home”.
2. Select “User Preferences”.
3. Select “Change Email Address”.
4. Enter your response to the challenge phrase presented.
5. Click “Submit”.
Once you have successfully entered your challenge phrase response, the change e-mail address window will appear.
6. Enter your e-mail address.
7. Re-enter your e-mail address.
8. Click “Submit”.
9. Your e-mail address has been changed.
What are session email options?
Session emails are emails that are generated every time you log out of a bill pay session. To receive the emails, you must click “Logout” when exiting Bill Pay.
1. Go to the “Home” tab.
2. Select “Session Emails”.
3. Select your options by clicking in the box on the left of each option.
4. Click “Set Options”.
5. Once you “Logout” of Bill Pay, these emails will be sent to your primary email address

What is Choose Default Page?
The ‘Choose Default Page’ gives you the choice of selecting where your bill pay session opens. If you find you use one tab (i.e. Bills) more than the other tabs, you can choose Bills to be your default page. If you decide to change your default page from Bills to another tab, you may do so.
1. Go to Home.
2. Select User Preferences.
3. Select Choose Default Page.
4. Select your default page from the choices listed.
5. Click Submit.
6. A confirmation screen showing your default page will appear.