Online Banking FAQ’s

Q:  What will I be able to do through Online Banking?

A:  With Online Banking you can:

• View your account balances.
• View your account history.
• View your E Statement.
• View images of canceled checks.
• View your pending transactions (electronic transactions).
• Transfer funds between accounts in real-time.
• Make payments by transferring funds to Heritage Federal Credit Union loan accounts, including Heritage Federal Credit Union Visa credit cards.
• Order Checks.

Q:  What are the business hours for Online Banking?

A:  Online Banking is accessible 24 hours a day.

Q:  Are there multiple ways to access Online Banking?

A:  No.  You will only be able to sign on from www.hfcu.info.

Q:  Will I be limited in my attempts to type in my passcode?

A:  Yes.  After 5 passcode attempts, you will be locked out.  You are able to receive a temporary passcode via e-mail if you have selected that option.  Please select that option to have the temporary passcode e-mailed to you.  If you are still have difficulty logging in, please call 812-253-MYCU (6928) during business hours so that we may reset your passcode.

Q: What do I do if I forget my passcode?

A:  You are able to receive a temporary passcode via e-mail if you have selected that option.  Please select that option to have the temporary passcode e-mailed to you.  If you are still having difficulty logging in, please call 812-253-MYCU (6928) during business hours so that we may reset your passcode.

Q:  How do I make a payment online to an HFCU loan?

A:  Logon to Online Banking click on “Transfers” on the menu on the left-hand side of the page.  Click on “My Account” to transfer between your accounts.  Choose whether you want to make an immediate transfer or a future transfer.  Select the account you want to make your payment from and then the account (loan) you want to make the payment to, fill in the amount of the payment, choose a transfer date (if you chose future transfer at the top) and “Submit” then “Confirm transfer”.  

Q:  Will I be able to access E Statements while in my Online Banking account?

A:  Yes. You can access your E Statements by selecting E Statements from the list on the left hand side of the page or in Account Info then Balances.

Q:  Will I still be able to download my account activity to Quicken or Excel?

A:  Yes.  Choose Account Info then Account History.  At the bottom of the page, you will have the option to download to either Quicken or an Excel spreadsheet.

Q:  Are there limits on the number of transfers I can make with Online Banking?

A:   There are no limits on transfers from Heritage Federal Credit Union checking accounts or lines of credit. However, Federal Regulations limit the number of electronic transfers from savings accounts to a maximum of six per month. The maximum of six includes electronic transfers made via other methods, such as through Telephone Banking. 

Q:  Will I be able to access Heritage Federal Credit Union member accounts other than my primary account?

A:  Yes.  Our Multi-Account Feature is an easy way to manage your other Heritage Federal Credit Union accounts with a few simple clicks. 

On the upper right-hand corner of your Online Banking account, you will notice a “Setup” button.  Simply click on that button and enter the Access ID and Passcode for the account you wish to access.  (You must know the Access ID and Passcode for the accounts you are wanting to link for this to work properly.)  You can toggle between your accounts the appropriate account from the drop-down menu.  Please note, for security purposes, the account number is masked.  You will only see the last two numbers of the account number in this menu.

Q:  Can the joint owner on my account use Online Banking?

A:   Yes, joint owners can access the account in the same manner that you do. Please note that there is only one passcode and Access ID allowed per Heritage Federal Credit Union account, so if you wish your joint account holders to have Online Banking access, you must give them the passcode and Access ID for your Online Banking account.

Q:  If I make a transfer between my Heritage Federal Credit Union accounts, how soon are my funds transferred?

A:  Online Banking operates in real-time, so transactions are reflected on your accounts immediately.

Q:  How secure is Online Banking?

A:  Very secure. Heritage Federal Credit Union uses state of the art network security to ensure the protection of your account information.

Q:  Can I use Online Banking from any location?

A:  Yes, as long as you have access to the World Wide Web, you may use Online Banking from any location in the World, 24 hours a day.

Q:  Do I need any special software in order to use Online Banking?

A:  No. You just need the software that you would normally use to access the World Wide Web, including a Web browser. There are no special Online Banking disks or software required or available.

Q:  What will I be able to do if I select Account Actions?

A:  Account Actions will allow you to do the following:

• Change address
• Customize account names
• Inquire about a transaction
• Order checks
• Place a stop payment
• Request a copy of a check
• Request a withdrawal by check

Q:  How do I reorder checks through my Online Banking?

A:  Logon to Online Banking and click “Options” then “Order Checks.”  A new page will open up.  Click on the “Reorder” tab at the top of the page.  Follow the prompts (they will vary depending on when you ordered checks last).

Q:  How do I change my address through Online Banking?

A: “Change Address” and make any changes in your street address, city, state or zip code.  Be sure that the question “Is this your mailing address?’ is answered correctly and then click on the “Submit” button at the bottom of the page.

You will be prompted to confirm your information and can either click on “Submit” to approve it or “Edit” to make further changes.  Once you are satisfied that your information is correct, click on “Submit” and your changes will become effective within one business day.

Q:  How do I request a copy of a check through Online Banking?

A:  Logon to Online Banking and click “Options” then “Request a copy of a check.”  Next choose the account name from the drop down list, enter the check number, check amount and the date the check cleared, then click “Submit.”  Your request will be processed within 24 business hours and sent to your mailing address.  To print your own copy of a check, just select “View your E Statement” on the Account Balances page and then you can view and print copies of checks as far back as six months free of charge.

Q: Who can members contact in the event of a natural disaster or intentional disaster about the status of my credit union?

Bill Pay FAQ's

Q:  How do I enroll in Bill Pay?

A:  It’s easy—there are no forms to complete and no paperwork. Once you are logged into Online Banking, click on the Bill Pay link on the left hand side menu. The first time you click on that link, an enrollment screen will be displayed. Just agree to the terms and conditions and you can begin adding payees and making payments immediately.

Q:  Do I need to have a certain type of account in order to enroll in Bill Pay?

A:  Yes.  Members must have a checking account to use Bill Pay.

Q:  How do I set up new payees?

A:  Click on the Bill Pay link on the left hand side menu then click Manage Payees from the sub-menu. Choose the type of payee (non-Heritage Federal Credit Union payee, Heritage Federal Credit Union Loan, Heritage Federal Credit Union Credit Card), and enter your payee information from the most current bill received. When setting up your payees, please make sure that the information is obtained from the most current bill received. This will avoid any processing delays, which are often caused by an old or incorrect account number or an incorrect mailing address. Once you’ve added one or more payees, click on the Make Payment link on the Bill Pay sub-menu to schedule payments.

Q:  How do I make a payment online to a loan (other than an HFCU loan)?

A:  First, you must add one or more payees (See “How do I set up new payees?”). Once you have set up payees, click on the Make Payments link from the Bill Pay sub-menu to make your bill payments. To make a one-time payment, click on the Payments tab and follow these simple steps:

• If you have more than one checking account, choose the account from which you’d like  to make the payment.
• Enter the payee name.
• Enter the dollar amount of the payee.
• Enter the date that you wish the funds to be withdrawn from your account.
• It is important to note that this is not the due date; it is the date that funds will come out of your account. You can schedule funds to be withdrawn anywhere from the same day or up to a year in advance. However, you must allow enough time for the payment to be received and processed by your payee. Heritage Federal Credit Union recommends that you schedule your payments a minimum of 5 to 7 business days in advance of the due date. Depending on the payee, payments may be sent electronically or via U.S. Mail; but even electronic payments need at least 3 business days to be processed. Be aware that some payments, which require a coupon or a payment stub, may take longer to process by the payee.
• If you are making a recurring payment, select the Recurring Payment tab. Choose the account from which you would like to make the payment, the date you would like the recurring payment to start, the payee name, dollar amount and frequency of the payment (monthly, weekly, etc.) and the total number of payments. You can enter a number up to 999 for the number of payments. Make sure to enter a number greater than 1, or the payment will only be made one time.

Q:  When will payments be processed?
 
A:  Your account will be debited around 9:00 PM on the scheduled withdrawal date, Sunday through Friday.  Payments are processed for you and sent to the payee the following morning (meaning that payments are sent Monday through Saturday mornings).  Saturday payments are electronic only—no ACH or mail payments are sent on Saturdays.  Payments are not sent on Sundays or holidays.

Q:  What if a vendor says they have not received a bill payment that has already been sent out from my checking account?

A:  You can call our Information Center at 812-253-MYCU (6928) and we will research the payment for you.

Q:  How do I know whether a payment is made electronically or by check?

A:  The Method column on the Payment History screen shows whether a payment is made by check or electronically. Please note that payees that are not in our database are paid by check the first time a payment is scheduled, even if they can accept electronic payments, but are paid electronically thereafter. In addition, there are some payees who may never be paid electronically, even if the payee accepts electronic payments. Heritage Federal Credit Union and its payment processor reserve the right to determine the most appropriate way to make the payment.

Q:  What does Bill Pay cost?

A:  Bill Pay is FREE.

Alert FAQ's

Q: How do I set up an alert to be delivered to my cell phone?

A: You can send an alert to any device (pager, phone, etc.) which has a valid e-mail address. If you do not know the email address for your mobile provider you can contact your mobile provider and they should be able to assist you. Listed below are some examples of major mobile providers:

AT&T Wireless - phonenumber@txt.att.net
Sprint (PCS) - phonenumber@messaging.sprintpcs.com
Sprint (Nextel) - phonenumber@page.nextel.com
T-Mobile - phonenumber@tmomail.net
Verizon - phonenumber@vtext.com

Q: How do members sign up for “Alerts?”

A:  Logon to Online Banking.  Click on “Account Alerts” and click on “Add/Edit Alert” tab.  Select an alert from the drop down menu and “Submit.”  You will then need to select the account for the alert (and, depending on the alert, dollar limits, etc.) and to designate the e-mail address to send the alert to.  Then click “Submit” and the alert will appear on your “My Alerts” page.

Q: What is the charge for Alerts?

A:  Alerts is a FREE service for Online Banking users.

Q: Can members sign up for Alerts if they do not use Online Banking?

A: No, Alerts is only offered for our Online Banking users.

Q: What are the benefits of Alerts?

A: Alerts sends information to your external e-mail account or wireless device and will alert you to transactions that you deem as "out of the ordinary." Studies show that this type of monitoring of your financial accounts can help minimize ID fraud and ID theft.

Q: Can members receive the notifications through text messaging?

A: Yes, through Account Alerts and select e-mail setup and then click on the link to the “Provider List”.

Q: Will members receive the notification immediately after the event has occurred?

A: Alerts will be sent out to the designated e-mail address or wireless device in near real time.

Q: What events can members be notified of?

A: Members can be notified of the following items:

• Account Activity Summary
• Account Balance Change
• Any Deposit
• Check Cleared
• Check Stop Payment Expiration
• Debit/Check Card Purchase
• Electronic Deposit
• Non-Sufficient Funds Check
• Withdrawal Notification
• Custom Message

Q: Will the alert provide the details of the transaction? 

A:  Each alert will provide some information that is specific to the issue.  The amount and type of information provided is dependent upon the type of alert.  For further details, please logon to Online Banking.

Q: Will members receive an alert on every transaction?

E Statement FAQ's

Q: Can joint owners receive all of their statements electronically, thus having multiple statements available to them under one E Statement login?

A:  Yes.  Joint owners must contact the credit union at (812) 253-MYCU (6928) or (800) 858-1693 US Toll-free to request that additional statements be directed into their E Statement account.  For security reasons, validation must occur at the credit union prior to any joint owner being given access to accounts on which they are a joint owner.

Q:  What is an example of a joint account on which I would want to have the statement available electronically?

A:  The most common example is when a member is a parent that has children with Kirby accounts and the parent would like their children’s account to be available on their E Statement site.  This can easily be accomplished by calling the credit union for assistance.

Q:  Can I receive a larger font statement electronically as well?

Q:  What software requirements do I need on my computer in order to receive my E Statement?

Q:  Will my member number be masked when I enter it into the E Statement site?

Q:  Whom do I contact for assistance to re-set my password if I am locked out of the E Statement site?

A:  Once an E Statement user has ten failed login attempts they will be locked out and will see the following message.  “The maximum number of failed login attempts has been reached.  Please contact the Information Center to reset your password.”  Members would then need to contact the Information Center at 812-253-MYCU (6928) for assistance.

Q:  How do I sign up to receive e-mail notification that my E Statement is ready for viewing?

A:  You can elect to have an e-mail sent to you within the first few business days of the month stating that your E Statement is ready.  After you login, go to the Settings section and then you will see the Member Setup Screen, from which you can select to receive an e-mail or not.  If you select to receive an e-mail notification, you must provide your e-mail address by typing it in.

Q:  How do I change the e-mail address for my E Statement notification, which lets me know that my E Statement is available?

A: After you login, go to Settings and you will find the Member Setup screen where you can check the “yes” button and type in your new e-mail address.  Also, please contact the Information Center at 812-853-MYCU (6928) or toll free at 800-858-1693 to change your e-mail contact information, which the credit union has on file for you.  If you use Online Banking and / or receive the monthly electronic newsletter Money Matters, please make sure you change your e-mail address for both of those services.  You can change your e-mail address for Online Banking on the Online Banking site and you can re-enroll on the home page for the monthly electronic newsletter Money Matters by clicking on the Newsletter signup icon.

Q:  What enhancements will the new E Statement system provide to members?

A:  Members that have signed up for E Statements will be able to click on a check # within E Statements and have their actual check image pull up.

Q:  If I am a current E Statement user and since I have to re-enroll and re-consent to receive my E Statement will I receive a paper statement the first month I re-enroll or re-consent?

A:  No, your statement(s) will be available electronically as soon as you re-enroll and re-consent to the E Statement site.  Heritage Federal Credit Union is not resetting any accounts to receive paper statements.  All statements that are currently available electronically will still be available via the E Statement site after you re-enroll and re-consent.

Q:  What will happen if a member wants to revert back to a paper statement from an electronic statement (E Statement) when they are currently signed into a session with E Statements?

A:  The member can continue with their current E Statement session.  After they are finished with that session and if they elected to revert back to a paper statement, the member will receive a paper statement going forward.  If the member ever wants to receive E Statements in the future they will need to re-consent to E Statements as a new enrollee.

Q:  Is a reconciliation page (like the one available with hard copy statements) accessible through the E Statement site?

A:  Yes. There is a reconciliation page (p. 2) included in each of your statements listed on your E Statement site.  Just select one of your statement links on your list (it doesn’t matter which one) and select “print > pages > 2”.  You can print multiple copies of the reconciliation page by putting the number of copies you want to print in the box beside “Number of copies:” .

Q:  Will this process allow me to return to my E Statement?

A:  Yes.  Use your “Back” browser button to return to the main E Statement page and select the statement you want to return to.

Q:  Is there any other way to access and print the reconciliation page?

Telephone Banking FAQ's

Q:  Are there any restrictions to passwords with Telephone Banking?

A:  Yes. Passwords must be 4 digits. Passwords can not be four "0"s, but can start with a "0".

Q:  What options can I select from the Main Menu on Telephone Banking?

A:  From the Main Menu you may select from the following options:

• Balance Inquiry Menu
• History Menu
• Withdrawal Menu
• Transfer Menu
• Checking Menu
• Loan Menu
• Replay the Current Main Menu Options
• Transfer to the Information Center to talk with a live representative
• Or, simply hang-up

Q:  Does each category under the Main Menu on Telephone Banking have additional options?

A:  Yes, each category has its own options available.  Example:  Under the Withdrawal Menu Option you can conduct a Savings Withdrawal, Checking Withdrawal, Share Withdrawal, Loan Advance, Replay the Current Withdrawal Menu, Go Back to the Previous Menu, Transfer to the Information Center or Hang Up.