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 debit card?
Call 1-800-554-8969

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

For Gift Card, Youth Card, Travel and Re-Loadable Card inquiries, balances, disputes etc. call 866-496-6183 or log on to www.myprepaidbalance.com.

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?
There will be a listing of fees in any Shared Branching location.

Bill Pay FAQ

Important ATM Information

Where possible, use ATMs with which you are most familiar. Choose well lit, well-placed ATMs where you feel comfortable.

Scan the whole ATM area before you approach it. Avoid using the ATM if there are any suspicious looking individuals around or if it looks isolated or unsafe.

Avoid opening your purse, bag or wallet at the ATM. Have your card ready in your hand before you approach the ATM.

If the ATM appears to have any attachments to the card slot or key pad, do not use it. Check for unusual instructions on the display screen and for suspicious blank screens. If you suspect that the ATM has been interfered with, proceed to another ATM and inform the bank.

Avoid ATMs which have messages or signs fixed to them indicating that the screen directions have been changed, espcially if the message is posted over the card reader.

Be especially cautious when strangers offer to help you at an ATM, even if your card is stuck or you are experiencing difficulty with the transaction. You should not allow anyone to distract you while you are at the ATM.

Be on the look out for individuals who might be watching you enter your PIN.

Stand close to the ATM and shield the keypad with your hand when keying in your PIN.

Follow instructions on the display screen, do not key in your PIN until the ATM requests you to do so.

If you feel the ATM is not working normally, press the cancel key and withdraw your card, proceed to another ATM, report the matter to the financial institution.

Never force your card into the card slot

Keep your printed transaction record so that you can compare your ATM receipts to your monthly statement.

If your card gets jammed, retained or lost, or if you are interfered with at an ATM, report this immediately to the financial institution and or police.

Do not be in a hurry during the transaction, and carefully secure your card and cash in your wallet, handbag or pocket before leaving the ATM.

Memorize your PIN (never carry it with your card)NEVER disclose your PIN to anyone.

Do not use obvious and guessable numbers for your PIN like your date of birth.

Change your PIN periodically, and if you think it may have been compromised, change it immediately.

Regularly check your account balance and bank statements and report any discrepancies to your bank immediatlely.