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Frequently Asked Questions

Use the search bar below to sort through our library of FAQs to learn more about a specific product, service, or process.

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I accidentally marked a valid transaction as fraudulent. What do I do now?

When you mark a transaction as fraudulent, the response message you receive will include our fraud detection department’s toll-free number and it asks that you call to review the card activity, or you will receive a call from a fraud detection agent to review. The agent will be able to review the activity with you and clear the card for use.

I accidentally responded to an alert that a fraudulent transaction was valid. What do I do now?

Please report the unauthorized transaction immediately by calling the phone number provided in the alerts or the number on the back of your card. The agent will then take care of marking the transaction as fraud and close the card.

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What happens if I did not reply to a fraud alert whether via Email, Text or Phone?

Your card may be blocked for use and future transactions would be declined until the fraud alert is cleared.

Do I need to sign up to receive fraud alerts?

You will automatically be enrolled to receive all fraud alerts via the contact methods on your account, ie., email address, cell phone, home phone, work phone, etc.

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Is the fraud alert service safe and secure?

Yes. Our priority is to protect your personal information. When you return a fraud alert message, we will ask for the unique case # to your specific fraud alert.

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Do you charge to use the coin machine at the branch?

We do not charge for the coin machine but you must be a member to use it.

The coin machine is available Monday-Friday (8am-3pm) and Saturday (8am-11pm).

Please contact us at 888.2DIRECT if you plan on coming into the Branch to use the coin machine.

How do I set up Recurring Payments?

Login to Digital Banking and access the transfers widget. After choosing your account and loan from the dropdown menus, you can then specify the frequency for your recurring payments.

Login to Digital Banking >

Where do I access Bill Pay?

You can access Bill Pay by clicking here or you can access Bill Pay from our Mobile App. Bill Pay can be found by selecting More > Transfer & Pay > Bill Pay.