Frequently Asked Questions about the April 1st Closing and Your

Frequently Asked Questions about the April 1st
Closing and Your 121 Membership
I.
ONLINE BANKING/BILLPAYER
I can’t access online banking and/or audio
Make sure to use the 121FCU audio and home banking sites as the Duval website and
phone access have been discontinued. For home banking, go to www.121fcu.org, and
for audio banking call 723-6300, press 2 for PrivateLine.
When logging into home banking (PrivatePC) be sure to use your new 121FCU account
number. Your password will be the last 5 digits of your social security number. You will
be prompted to change it to a more secure password.
For PrivateLine your password will be the last 4 digits of your social security number.
I don’t see my ACH payroll deposit on home banking.
Did you change both the routing number and account number with the depositing
institution? If you did and it is still not showing please check with your branch personnel
or call 723-6300.
How do I notify my employer to change my payroll deposit?
Look at one of your old Duval statements where your Payroll was deposited. Does it
say ACH or does it say Payroll? If it says ACH, then you need to give your payroll office
the new routing and account numbers. If it says Payroll then you do not need to make a
change. This transaction is processed differently and will continue to function.
II.
DEBIT/ATM CARDS
My DEBIT/ATM card is not working
Your Duval Federal ATM or Debit card will not function after April 1, because Duval
Federal no longer exists under that name. You should use your new 121 Financial
Credit Union card. (Credit cards from Duval Federal will continue to function as normal.)
•
Was the 121FCU card declined? – what was the decline message? (card not
valid; invalid PIN; etc.). Verify that you have called in to activate the card per the
instructions included with the card.
Banking Focused on You I receive a message that my debit card is “not valid” when I call to
activate it.
The rush of members calling to activate their debit cards is causing some issues with
the activation phone line. If you get the message that your card is “not valid,” it may
only be that you are not making it through to the activation site. Please try calling again
at a less busy time. If you continue to get the “invalid” message, please give us a call
and we will research it for you.
III.
LOANS
My loan payment wasn’t made
How is your loan payment usually made?
By coupon: please call 723-6300 for assistance.
By automatic transfer from another institution: Did you provide the other institution
with your new 121FCU routing and account number? If you did, and it still hasn’t
posted, please contact the credit union for assistance.
Will I get a new coupon book? Will my old coupons work?
Yes to both. Although old Duval loan coupons will work, we want to replace them with
121FCU coupon books. Since all members with loans do not need or use coupon
books, rather than a mass re-issue, we are going to start sending Duval members who
actually are using their coupons, a new 121FCU coupon book as the coupons start
coming in. Until you receive the new coupon book, they can continue to use their Duval
loan coupon books.
IV.
ACCOUNT/GENERAL
I don’t know my new account number
Please call 723-6300 or visit your local branch. Be prepared to properly identify yourself
for your security and the security of your new account information.
V.
CHECKS
I did not receive my checks.
Please verify that the credit union has your correct mailing address. If you moved and
never updated your address with the credit union, your checks and debit card were
Banking Focused on You mailed to the address we have on file. If your address is correct, please contact the
credit union for assistance.
Why did I get (two sets of checks, a single book of checks)?
If you have a regular checking account, you should have received a full box of checks
with several books for use with that account. If you have a Money Market Account, you
received a single book of checks for access to your money market funds. Please be
sure you use the proper checks for each account.
VI.
CREDIT CARDS
I can’t access my Duval credit card information in home banking.
Until you are re-issued a 121FCU credit card (planned for August), you will not be able
to access your Duval credit card information within home banking. Just below the login
to home banking we have put a link to: EzCardinfo: www.ezcardinfo.com You will be
able to access your Duval credit card information online by clicking on the link and
registering a login and password. For your convenience you may also use these
numbers for assistance.
•
•
•
•
•
For a lost or stolen card call 800-325-3678
For assistance with fraudulent transactions call 800-437-9392
To make a payment call 800-299-9842
For balance inquiries, payment information, or available limit
call 800-876-9119
For member service call 800-299-9842
Will my rate stay the same? Will I still have rewards?
Nothing with change with your Duval FCU credit cards right now. In August, we will be
converting them to a 121FCU credit card and will address any potential changes with
you nearer that date.
Banking Focused on You