The Partnership Federal Credit Union
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Online Banking

Q. Who should I contact if I am locked out of Online Banking?
A. Call the Contact Center at 1-800-285-3286, Option 3. A knowledgeable Member Services Representative will assist you.

Q. How do I update my user ID and password?
A. To update your user ID and password, go to the User Options page and first click on the link for “Change Member Number”  then “Change Password” to update each. Create a new ID and password that meet these new requirements:

  • User ID criteria:
    • Must be between six and 20 characters long
    • Must contain one letter
    • Can contain numbers and/or the following special characters: @$*_-=.!~
    • Must NOT contain any spaces (including before, in the middle of, or after the user ID)
  • Password criteria:
    • Must be between six and 32 characters
    • Must contain a combination of:
      • Letters and numbers OR
      • Letters and any special characters OR
      • Numbers and any special characters
    • Must NOT contain any spaces (including before, in the middle of, or after the password)
    • Cannot be a substring of the user ID
  • Other items to note about passwords:
    • Passwords are case-sensitive
    • Passwords do not expire

Q. What should I do if I forgot my username and/or password?
A. Forget your password? Click the ‘Forgot Username/Password?’ link. The ‘Can’t access your account?’ screen will allow you to enter a phone number you’ve previously established on the account. You’ll then be sent a temporary password that can be used for your next login. 

Forget your username? Click the ‘Forgot Username/Password?’ link. Click ‘I forgot my username’ on the ‘Can’t access your account?’ screen.  Enter an email address that’s already on file for Online Banking. Check your email for your username.

Q. What will I experience when I log into my online banking account for the first time after the security upgrade or as a new Member?
A. You will be guided through an easy three-step process:

Step 1: The system will check your current user ID and password to see if they meet the new security standards stated above. If the user ID and/or password need to be updated, you will be prompted on screen to make the change before proceeding. Otherwise you will see a message stating that your login is fine.

Step 2: The system will check if your phone number(s) are registered. If any phone numbers are identified, the system will display them and allow you to review and edit these numbers if desired. If you do not have any phone numbers registered, you will be prompted to enter up to two phone numbers. These numbers will be used to send you a one-time passcode via a voice call or SMS text message (you choose the method). If you do not have a phone, then you can elect to receive your one-time passcode through email. You will be able click a link to provide an email address during this step. By default you will be shown the email address within your online banking profile, and any change to this email address will be saved as your primary email address within your online banking profile.

Step 3: Finally, you will need to respond to a secondary challenge with any of your registered devices from Step 2. You will have the opportunity to go back to Step 2 to provide a new device if you realize you have made an input error. Once you have successfully completed the secondary challenge, you will see a confirmation message and you will have the option to have your computer (or mobile device) remembered so that you can skip this step in the future. Note: If you enabled a phone number for SMS in Step 2, you will not be challenged again given that SMS enrollment requires you successfully complete a challenge there; instead, you will be presented with a success message and can choose for your device to be remembered before entering online banking.

Q. What information will I receive from the automated voice call or SMS text message?
A. Information within an automated voice call: "Hello, this is The Partnership FCU.
Please press pound to receive your 6 digit access code."
** Press pound **
[1.5 second pause and your unique one-time passcode will be provided]. Press # to repeat.

Information within a SMS text message: The Partnership FCU Access Code. Your access code is xxxxxx. Reply HELP for help.

Q. How will using my phone to get this one-time passcode make my account safer?
A. We are implementing what is known as “multifactor authentication” which makes it more difficult for phishers and attackers to access your accounts without you knowing it. While this might seem unfamiliar, you actually use it every time you visit an ATM. When you access your account from any ATM, you need both your ATM card (something that you have) and PIN (something that you know). We’re implementing the same type of protection by using both your user ID and password and your phone to access your account. By doing this, even if an phisher or a attacker manages to steal your password and tries to use it to log in, they would be unsuccessful because they would need your phone as well.

Q. Will I always need to use both my user ID and passcode and my phone from now on?
A. The first time you attempt to log in from a new computer, you will need to use both your password and the access code you receive on your phone in order to log in. If you are accessing from a private computer that you personally use, you can opt for the system to remember your computer for future logins. By doing this, you will not need to repeat the step of obtaining an access code via phone, and you will only need your user ID and password in the future to log in. For the best security protection, we suggest that you always use both your phone and your password. If you do opt to have your computer remembered, we recommend that you do so only on computers that you personally own and that have the latest updates and virus protection software installed on them.

Q. If I am traveling internationally, can I receive a one-time passcode via SMS text or automated voice call if I access my online banking account from an unrecognized computer?
A. If you have a US-based mobile phone, you can use it to receive a one-time passcode via SMS text or automated voice call as long as your wireless carrier and your current wireless plan is supported within the country you are visiting.

Q. How about if I log in from another computer or mobile device?
A. The first time you log in from another computer or mobile device, you will need to use both your password and a new one-time passcode code to log in. However, you can choose to have your new computer/mobile device remembered on the system so you only need your user ID and password for future access to your account online.

Q. What browsers do you support?
A. We support Internet Explorer 8 and 9, the latest versions of Firefox and Chrome and the latest versions of Safari for Mac OS X. As of January 2012, we no longer support Internet Explorer 7.

Q. What are the recommended browser settings for Online Banking?
A.This "Browser Settings" PDF contains steps to update supported browsers to our recommended settings

Q. How do I import my information to Quicken Financial Software?
A. Online banking is now compatible with the latest version of Quicken!  You may import your data in two ways:
  1. Sign into your account using credit union online banking and select “Export” and follow the directions to export your history in a file format that may then be uploaded into your Quicken software.   
  2. Log into your Quicken software, enter your credit union information and your online banking login information and ask Quicken to import your credit union account history.

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Mobile Check Deposit

Q. What is Mobile Check Deposit?
A. Mobile Check Deposit offers you a secure and convenient way of depositing checks into your account by taking a photo of the check (front and back) using our iPhone™ or Android™ smartphone applications. Click to view the Mobile Check Deposit demonstration video

Q. Are there any fees for The Partnership FCU Mobile Check Deposit?
A. We are pleased to offer the Mobile Check Deposit service at no charge to our members. Other fees may still apply, such as those for returned items, overdrafts and mobile carrier fees. For more information please review The Partnership FCU’s Schedule of Fees and Agreement and Disclosure Statements.

Q. How do I know if I am eligible to use Mobile Check Deposit?
A. Mobile Check Deposit is available to all Members with accounts in good standing. · The Partnership FCU reserves the right to disallow, suspend or terminate the use of Mobile Check Deposit at any time and without prior notice.

Q. How will I know when the check has posted to my account?
A. After submitting images of the front and back of your check, you will receive an onscreen confirmation that the deposit was sent to The Partnership FCU. Occasionally, check deposits require additional review. When this happens, the deposit can take up to (1) business day to post to your account. You will know your check has successfully posted to your account as the funds will immediately become available to you.  If your funds are not immediately available it indicates that your check image requires additional review. Upon completion of the review you will receive an email confirmation informing you that your deposit was accepted, corrected or denied. Checks submitted through Mobile Check Deposit are subject to final review and approval before the funds will be made available. All deposits are subject to The Partnership FCU  Funds Availability Policy.

Q. When is the cutoff time for the deposit to be reflected in my account?
A. Most deposits submitted during business days before 3:30 P.M. Eastern Standard Time (EST) will appear in your account on the same day. Business days are Monday through Friday, excluding federal holidays. All deposits are subject to The Partnership FCU Funds Availability Policy.

Q. Why am I not able to see my deposit?
A. Mobile Check Deposits are subject to review and may not post to your account immediately. If you do not see your deposit immediately, you will receive an accepted, corrected or denied email response within (1) business day.

Q. Are there limits for deposits made using Mobile Check Deposit?
A. You are not limited to the number of deposits you can make using Mobile Check Deposit. However, there are limits on the individual check (or deposit) amount as well as daily (12 AM – 11:59 PM EST)  and rolling 30 day limits on the total deposit amount that can be processed per Primary Membership.

Q. What do I endorse the back of the check?
A. Electronically deposited checks still require proper endorsements on the back of the check. Immediately below your signature include, “For Mobile Deposit,” (to prevent mistakenly re-depositing the checks).

Q. What do I do with the checks once I have deposited them electronically?
A. You should store the check securely for 90 days. During this 90 day period, The Partnership FCU may request the original paper check for review at any time and as necessary for us to facilitate the clearing and collection process, to address third party claims or for our own audit purposes.

After 90 days, the checks should be shredded and properly disposed to prevent identity theft or misuse. You may not present the original check or any image or substitute check created from the original check for payment at any other financial institution or check cashing establishment.

Q. Are electronic versions of checks legal?
A. Yes, Check 21 legislation allows financial institutions to exchange images of checks for collection instead of paper. In fact, the majority of checks in the U.S. are cleared electronically today including those that you deposit via The Partnership Federal Credit Union already.

Q. What type of checks can I deposit with Mobile Check Deposit?
A. Most checks made payable to you and drawn on a banking institution within the United States may be deposited through Mobile Check Deposit.

However, the following examples are types of payments/checks which may not be deposited through Mobile Check Deposit:

  • Federal Government Checks
  • Money Orders
  • Traveler’s Checks
  • Savings Bonds
  • Foreign Checks (not drawn on a U.S. bank)

 

Any items that are:

  • a third party check (any item that is made payable to another party and then endorsed to you by such party)
  • drawn on the account in which you are making the deposit
  • “stale dated” (6 months or older) or “postdated” (dated in the future)
  • incomplete (i.e. missing the date, missing the payee, etc.)
  • contain evidence of alteration to the information on the check
  • stamped with a “non-negotiable” watermark

 

Q. Why am I unable to deposit my check?
A. There are a few common errors that may cause your check to be rejected:

  • Folded or torn corners.
  • Front image is illegible.
  • Amount entered does not match the check value.
  • Routing and account numbers are unclear, obscure or otherwise illegible.
  • No camera on the mobile device or camera is disabled.
  • Check image is too dark or out of focus.

 

Q. How do I ensure the check image passes the quality check?

  • Make sure there is good lighting where you take the photo of your check and make sure your camera lens is clean.
  • Place the check on a dark surface.
  • Make sure the check is clearly visible - no other objects interfere with the image and all four corners of the check are evident.
  • Be sure your camera is focused on the check before taking the photo.
  • The signature on the check must not extend into the printed MICR line on the bottom of the check.

 

Q. Where can I find the Mobile Check Deposit End User Agreement?
A. The Partnership FCU Mobile Check Deposit End User Agreement may be found here.

Q. Is Mobile Check Deposit safe and secure?
A. Mobile Check Deposit features multiple layers of security including a requirement to enter your password with every The Partnership FCU Mobile App sign-on.

The Partnership FCU mobile applications feature complete end-to-end security. The applications are fully secure using industry standard technologies (SSL) and security certificates, with 128 bit encrypted communication. No personal or confidential information is stored on the mobile device or in the downloadable application.

Q. Are there any hardware/software requirements to use Mobile Check Deposit?
A. iPhone™ smartphone with Apple iOS 4.0+ with a 2+ Mega Pixel camera and a data plan.

OR

Android™ smartphone with OS 1.5+ with a 2+ Mega Pixel camera and a data plan. · The Partnership FCU Mobile Application version 3.5 or higher available on Apple App Store and the Google Play Store.

Q. Who should I contact with support questions on using this service?
A. You may contact The Partnership FCU Contact Center at 1-800-285-3286, Option 3 for help with The Partnership FCU Mobile Banking Apps and Mobile Check Deposit.

Q. How do I access Mobile Check Deposit?
A. Access to Mobile Check Deposit is available through The Partnership FCU Mobile Banking Apps installed on an iPhone™ and Android™ smartphone.

Q. Do I need to include a deposit slip with my check?
A. Mobile Check Deposit only requires a clear photograph of your properly endorsed check, both front and back. No deposit slips are necessary or allowed.

Q. If I discover I've entered an incorrect amount for a deposited check, should I re-deposit the check?
A. Mobile Check Deposit’s Courtesy Amount Recognition software helps to prevent erroneous deposits. The Partnership FCU will review and adjust deposits made through Mobile Check Deposit when necessary.

You will be notified of the correction by email if your deposit required adjustment by The Partnership FCU.

Unless you have received a “Deposit Declined” email response, please do not re-deposit the same check.


Bill Pay

Q. Who can I pay using Bill Pay?
A. You can pay anyone in the United States that you would normally pay by check or automatic debit. Even if you don’t receive bills from the company or person you want to pay, you can still add the information we use to make payments. You can pay large companies and small companies, as well as individuals such as child care providers or family members. When you pay a bill, Bill Pay sends the payment electronically whenever possible. If the company or person cannot receive electronic payments, Bill Pay prints a check and sends it to the address you provide when you add your bill.

Q. Which bills can’t I pay with Bill Pay?
A. You cannot use Bill Pay to pay any company or person with an address outside the United States or its territories.

Q. How does Bill Pay work?
A. To pay your bills online, simply add the companies and people you want to pay. We use this information to make the payments for your bills.

Next, add your bills, and then go to ‘My bills & people I pay’ menu. This section lists all of the bills you’ve added in Bill Pay. To pay a bill, you simply enter an amount and the date when you want to send the payment. You can also select this date from the calendar.

TIP: The ‘Deliver by date’, below the send date, is the date on which your payee will receive the payment. You can pay as many bills as you want at the same time from the ‘My bills & people I pay’ menu.

Q. When does a biller receive my payment?
A. For most bills, we can deliver your payment electronically the next business day. If we send the payment by check, it can take four days for your biller to receive it.

Q. When is the money for the payment withdrawn from my payment account?
A. If the payment is sent electronically, the money for the payment is withdrawn from your payment account on the pay date. If the company or person cannot receive electronic payments, Bill Pay prints a check and sends it to the billing address. For some checks, the money for the payment is withdrawn on the pay date. For others, the money is withdrawn when the company or person deposits or cashes the check.

Q. What are automatic payments?
A. Automatic payments provide a means for automatically scheduling payments in Bill Pay based on the options you select. You can set up an automatic payment schedule to pay bills of a set amount at regular intervals. For example, you can schedule a payment at the first of each month to pay your mortgage or rent.

Q. What is an electronic version of a bill?
A. An electronic version of a bill, which is also called an eBill, is a bill that you can view and pay online. It typically contains the same information as a paper bill or statement.

Q. How do eBills work with Bill Pay?
A. We can receive electronic bills from hundreds of companies nationwide. Click ‘Get eBill’ to add a company that can send electronic bills. Enter the information that your biller requires to set up your electronic billing service, and we send your request to the biller. If the company participates in eBills, ‘View Bill’ appears next to the biller name in the ‘My bills & people I pay’ menu.
Some billers let you select options to automatically pay your eBills. You can decide to always pay the amount due or set limits for automatically paying the bill. You can also decide to pay the bill on the due date or schedule the payment for the earliest date available after you receive the bill.

Q. How do I establish Online Bill Pay?
A. Log into Online Banking and select the Bill Pay link on the main menu.

Q. What does Bill Pay look like?
A. The Partnership FCU Bill Pay has been refreshed with a new look and intuitive features. (See the screen example and descriptions below or take a test drive.)

  1. An at-a-glance status next to each payee makes it easy to see exactly when bills are due when you use advanced features such as reminders, eBills, and recurring payments.
  2. Have a long list of Payees? Take advantage of the new Hide feature that allows you to “hide” payees from your list, but keep them active.
  3. Common tasks are easier to access with our new Options window. Complete virtually all of your Bill Pay tasks from one screen.
  4. Easily compare your current payment amount to past payments. Simply click on the payment amount field to see your recently completed payments. Want to pay the same amount? Click on it and the payment amount field will auto-fill for you.
  5. Quick links give you fast access to alerts and more.

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Checking

Q. Can I open a checking account online?
A. Call the Member Services and Loans at 1-800-285-3286. A Member Services Representative will assist you in establishing your checking account. Stop by one of our branch locations. You can also use the Easy Switch Kit - PDF to begin the process to switch your checking accounts to The Partnership FCU.

Q. How can I log into Mobile Banking?
A.  1. Go to www.thepartnershipfcu.com from your mobile device.
       2. Login using your Online Banking credentials

Click here to  VIEW A DEMO and get more information.

Q. What do I do if my check cleared for the wrong amount?
A. You must notify the Credit Union immediately. The Credit Union will verify the information and in most instances provide immediate credit.

Q. What do I do if I lose my Visa Debit Card?
A. Report your Visa Debit Card Lost or Stolen, call 1-800-285-3286. The card will be cancelled immediately and a new card will be issued. Or, you can go to http://www.reportmycards.com

Q. What if I am traveling Out of Country or my general purchase area?
A. If you’re traveling out of the country or away from your general purchasing area, contact us to ensure your VISA Debit, VISA Credit or ATM Card stays active! Please call 1-800-285-3286 or come into the branch to notify a member services representative. Please allow 48 hours for us to process your notification request.

Q. What time of day do checks clear?
A. Checks may clear your account at anytime during business hours.

Q. How do I get a copy of a cleared check?
A. Check copies can be requested in person or by telephone, fax, or through Online Banking.

Q. What if my payroll is being deposited into my share savings account instead of my checking account?
A. Contact a Member Services Representative who can assist you in redirecting your deposit.

Q. How do I set up payroll allocations for Payroll Deduction/Direct Deposit?
A. A Member Services Representative can easily set up a payroll allocation at your request. You may also set up Scheduled Account Transfers through Online Banking.

Q. How can I determine the acceptable amount of NCUA coverage on my account?
A. Please visit the NCUA Share Insurance Estimator to assist you in estimating the amount of insurance protection provided by the National Credit Union Share Insurance Fund (NCUSIF).

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Loans

Q. How do I apply for a loan?
A. You may apply in person, by phone or Apply NOW.

Q. How does one qualify for a loan?
A. All applicants are reviewed on an individual basis. Loan approval is based on several key factors which include: credit history; ability to repay with current verifiable income; and value of collateral in relation to the amount of the loan.

Q. How can I get a better loan rate?
A. Your rate is determined by your credit score. Your credit score is determined by how well you have handled your credit responsibilities in the past. Auto loan rates may be further discounted by increasing your down payment.

Q. What are your loan rates for next month?
A. The loan rates are set monthly by the board of directors. Check our current rates.

Q. How long does the loan approval process take?
A. Most loans are processed within 24 hours.

Q. Can my joint account holder apply for a loan independent of me?
A. Only the primary member can apply for a loan; however, the joint-account holder may be a co-applicant. In many instances, the joint account holder may qualify for membership in their own right.

Q. Are there any prepayment penalties?
A. There are no prepayment penalties or hidden charges on any of our loans.

Q. Do late fees apply to my loan? Do I have a grace period before late charges apply?
A. Yes, the late fee charge for both consumer and home equity loans is $30. The grace period to avoid the late fee is 15 days.

Q. How is interest calculated?
A. Interest is calculated using the simple interest method.  The interest paid is calculated on the unpaid declining balance for the actual number of days the funds are outstanding.

Q. May I pay the loan ahead?
A. You may make additional payments on the loan at any time; however, you are required to make a minimum payment monthly. If you need to plan for payments to be made while on vacation or extended travel, please contact a Member Services Representative to discuss possible arrangements.

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Home Equity Loans

Q. What is an Equity Loan?
A. Equity is the difference between the value of your home and any outstanding mortgages. An equity loan uses your home as collateral.

Q. What will an equity loan cost?
A.
An EZ Equity loan and a Home Equity Line of Credit (HELOC) includes the following expenses: Title Search, recording fees and taxes, Flood Zone Determination, Appraisal fees, Mortgage Recording Service fees. The costs may range from $150 - $1,500 depending upon the amount of the loan and the location of the property. All closing costs for the home equity line of credit are paid by the Credit Union. If the line of credit or loan is closed within 36 months from the opening date, you will be required to reimburse the Credit Union for any closing costs that were paid on your behalf.

Q. Who can get an equity loan?
A. The Partnership FCU's equity loans are available to members who have available equity in their primary residence. EZ Equity loans are available in every state and the District of Columbia. Home Equity Lines of Credit are available in the District of Columbia and every state except Texas.

Q. Why should I get an equity loan?
A. An equity loan can be used for many purposes. You can use them for:

  • Consolidating outstanding debts into a single monthly payment at a low rate and converting non tax-deductible consumer interest to deductible tax interest (Please consult your tax advisor for details).
  • Home improvements that can increase the value of your home
  • Education expenses for yourself or your children
  • Purchase large ticket items, such as automobiles, boats,
  • Vacation
  • Generally the interest is tax deductible but limitations and restrictions apply to special situations. We recommend you consult your tax advisor regarding your particular situation.

Q.How are finance charges calculated?
A. Interest is calculated on the simple interest method. You pay interest on the amount of money you actually borrow.  For a Home Equity line of credit the interest rate changes quarterly based upon the Prime Rate as published by the Wall Street Journal plus the applicable margin.

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