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General      Debit Cards         i-Access       Automatic Transfers   Checking    Wire Transfers  

i-Bill Pay   Financial Center     Gifts Card     Travel Money    Apple Pay   EMV Chip Cards (Debit and Credit)

 

General

Q. What is a credit union?
A. A credit union is a not-for-profit organization that is owned by its members. The primary function of the credit union is to serve its members. Credit unions focus on the needs of all their members, instead of a limited number of shareholders. All members of the credit union have equal voting rights, regardless of the amount on deposit.

Q. Why are credit unions important?
A. Credit unions give a competitive edge to the marketplace by offering favorable rates and services. In turn, they create benefits to consumers of all financial institutions.

Q. Why would I choose a credit union?
A. Most importantly, you have the ability to put your money where you want. Credit unions typically offer lower fees, higher savings rates, lower loan rates, and more personalized service. Credit unions focus on their members and return their profits to the members by giving higher savings rates and lower loan rates.

Q. Are my funds insured at a credit union?
A. All funds deposited at credit unions are federally insured up to $250,000 by the National Credit Union Administration (NCUA), an agency of the Federal Government. No member of a federally insured credit union has ever lost any money. Credit unions support the operations of the National Credit Union Share Insurance Fund (NCUSIF) by maintaining deposit with the fund equal to a percentage of their insured savings. If events occurred that caused the NCUSIF equity ratio to fall below 1%, responsibility to immediately replace the funds would lay on credit union--not the taxpayer.

Q. Who regulates credit unions?
A. The National Credit Union Administration (NCUA) regulates federally-chartered credit unions--like DUFCU. Credit unions are subject to much of the same consumer regulations as other financial institutions. In some cases, such as investments and mortgage lending, credit unions must adhere to more strict regulations.

Q. Why do I need a savings account? I just wanted a loan.
A. Your savings account establishes your membership with the Credit Union. Once your savings account is opened, you may apply for any other service or loan product we have to offer.

Q. Where do I send a pay-off?
A. Payoffs can be given to a Member Service Representative at the branch nearest you or mailed to:

DUFCU
2200 West Main St, Suite L100
Durham, NC 27705

Q. What are your hours?
A. Our branches are open from 8-5 Monday-Thursday and 8-5:30 on Fridays. Drive-thru is open from 8-5:00 Monday-Thursday and 8-6:00 on Fridays. All Funds Express ATMs allow you to make deposits, withdraw cash, transfer funds, make loan payments and get balance inquiries -- 24 hours a day / 7 days a week.

Q. Do deposits post the same day they are made?
A. Yes, all deposits are effective immediately unless the teller informs you that there will be a hold placed on the check. Immediate credit does not apply to ATM deposits.

Q. How do I change my address?
A. Print and fill out the Online Address Change Form and mail it to our main office or drop it off at a location near you. For your security, we cannot accept faxed address change requests or emailed address change requests. If you are unable to print the form, you may write a letter making the request and mail it. After receiving an address change, no new check orders or ATM/debit cards are given for the first 30 days.

Q. What is the difference between my balance and my available balance?
A. All of our members maintain a share in the credit union of $25. This stays in your savings throughout the life of your account. The balance represents the amount in your account including shares, check holds, and loan pledges. The available balance is the actual amount that you may withdraw from your account.

Debit Cards

Q. How does a DUFCU Funds Express Debit Card work?
A. You use a Debit Card much like you use a Credit Card, but the money is coming directly from your Checking Account. The amount of your purchase must be available in your Checking Account at the time the purchase is made. It also functions as an ATM card.

Q. How do I use my Debit Card at an ATM?
A. Simply insert your card into the Automated Teller Machine (ATM), enter your Personal Identification Number (PIN), and the screen will lead you through the transaction. You may make deposits, withdraw cash, transfer funds between accounts, and check your account balances at Funds Express ATMs. Access to your funds is also available through the Star Network. ATM locations

Q. What if my ATM or Debit Card is lost or stolen? (www.reportmycards.com)
A. If your Debit Card has been lost or stolen, it must be reported to DUFCU immediately by calling (919) 684-6704 or 866 MY DUFCU. After hours, (800) 682-6075 (outside US 206-352-3482 collect). To protect your account from unauthorized use, memorize your PIN. Do not keep the PIN with your card.

Q. How much cash can I withdraw at an ATM?
A. You can withdraw up to $500 per day, provided the funds are available in your account.

Q. At which ATMs can I use my card?
A. Access to your funds is available through Funds Express, PLUS and Star Network of ATMs. ATM locations

Q. Are there any fees when I use my card for ATM transactions?
A. There are no fees when you use your cards at Funds Express ATMs. However, when you use your cards at ATMs that are not Funds Express, there may be a fee. Fee Schedule

Q. What is the difference between a Credit Card and a Debit Card?
A. Although you use a Debit Card much like you use a Credit Card, the method of payment is different. When using a Debit Card, you are using the money from your Checking Account. The amount of your purchase must be available in your Checking Account at the time the purchase is made. When using a Credit Card, you are borrowing money against your available credit line. You pay that money back when you make your monthly payment.

Q. Does my Debit Card have spending limits?
A. The Debit Card has a spending limit of $2,000.00 per day. The spending limit is equal to the available balance in your Checking Account minus outstanding purchases that have not posted, with a daily total of $2,000.00.

Q. What does it mean when I use my Debit Card and the clerk asks "debit or credit?"
A. There are two types of Debit Card transactions: debit (PIN) and credit (signature). When paying for a purchase, the clerk will ask "debit or credit?" When you reply "debit" to the clerk, it becomes a PIN transaction. You are required to enter your Personal Identification Number (PIN) after the card has been swiped through a point of sale terminal. With PIN transactions, funds are withdrawn from your Checking Account immediately at the time of the transaction. When you reply "credit" to the clerk, it becomes a signature transaction. Signature transactions do not require your PIN but you do sign a slip to accept the transaction. With signature transactions, funds are held in your Checking Account at the time of purchase until the transactions post to your account in one to three days.

Q. Is there a fee to use my Debit Card for purchases?
A. There is no fee to use the Debit Card to make a purchase.  It is the fast and simple way of paying right from your Checking Account.

Q. How do I keep track of my Debit Card purchases?
A. You receive a receipt from the merchant every time you use your card for a purchase. Record the amount of the purchase in your check register. Even if you lose your receipt, all purchases are detailed on your monthly Checking Account statement or you can view your transaction history online with i-Access.

Q. How do I return merchandise purchased with my Debit Card?
A. Returns are made the same way you do with a Credit Card purchase. It is best to save both your cash register receipt and the transaction receipt until you are certain you are satisfied with your purchase. If you return an item, the purchase price will be credited to your Checking Account. Just like a Debit Card purchase, it may take a few days for the amount to be credited.

Q. Does overdraft protection on my Checking Account work with purchases I make with my Debit Card?
A. Yes. If the funds are not available in your Checking Account at the time of purchase, but you have overdraft protection through a DUFCU savings account or line of credit, the transaction will be processed. Courtesy Pay, however, will not work.

Q. What if a purchase posts to my Checking Account that I did not authorize? (www.reportmycards.com)
A. If your DUFCU Debit Card has been lost, stolen, or you suspect unauthorized use, have peace of mind knowing you will not be responsible for unauthorized purchases. Report it to DUFCU immediately by calling (919) 684-6704 or 866 MY DUFCU. After hours, call (800) 682-6075 (outside US 206-352-3482 collect). To protect your account from unauthorized use, memorize your PIN. Do not keep the PIN with your Debit Card.

i-Access

Q. How do I enroll in i-Access?
A. Click here.

Q. I recently signed up for i-Access. I want to change my password, but I cannot find the link to do that.
A. Log-on to i-Access and click on the link to the far right that says "Other Options" then click change password.

Q. What do I do when I am locked out of my internet account or I forget my password?
A. Call the Credit Union's Call Center at (919) 684-6704. We will unlock the account or reset the password once your ID is verified.

Automatic Transfers

Q. Why can't I do more than six automatic transfers a month?
A.Regulation D is a federal regulation limiting the number of transfers from a "Savings" (non-transaction) share account. A "Savings" share account includes:

  • primary savings
  • money market
  • secondary savings

 The federally mandated limit is six (6) automatic, preauthorized, and/or telephone transfers per month. A transfer using anyone of the following methods will count against the six (6) transfer limit:

  • Audio Express
  • Internet Account Access
  • Automatic transfers from a "savings" share account to a checking account to clear items due to insufficient funds.

To be in compliance with Regulation D, transactions will not be processed on the "savings" share account with the above-mentioned methods once the six (6) transfer limit has been reached. However, you may make additional transfers at any DUFCU branch or by contacting the call center at (919) 684-6704.
There is a $5 fee accessed to the account when a member calls into the call center and requests a transfer.

Checking

Q. What is the easiest way to transfer my checking account from another institution?
A. Establish your DUFCU account, then write a check from your account at the other institution. Once all your checks from your other account have cleared and you've received your new checks and Visa Check Card from DUFCU, close the account at the other financial institution.

Q. How can I make an electronic debit from my checking account?
A. Follow these instructions:

DUFCU ABA Transit / Routing Number: 253175449

Electronic Debit From a Checking Account

  • Electronic drafts / debits must be established with the payee.
  • Drafts may debit a checking account only.
  • Checking account numbers must be 12-13 digits.

Electronic Credit to a Checking or a Share Savings

  • Checking account numbers must be 12-13 digits.
  • Share Savings account numbers must be 5-9 digits and add a zero at the end.

Q: How can I make an electronic credit to a checking account or share?
A. Follow these instructions:

DUFCU ABA Transit / Routing Number: 253175449

Electronic Debit From a Checking Account

  • Electronic drafts / debits must be established with the payee.
  • Drafts may debit a checking account only.
  • Checking account numbers must be 12-13 digits.

Electronic Credit to a Checking or a Share Savings

  • Checking account numbers must be 12-13 digits.
  • Share Savings account numbers must be 5-9 digits.

Q. What is your routing number?
A. Our routing number is 253175449.

Q. What happens when I bounce a check?
A. DUFCU offers Courtesy Pay, a member benefit that may protect your account in the event that you are accidentally overdrawn. However, anytime you have non-sufficient funds in your checking account DUFCU charges a $32 service fee.

Q. Will I receive fees from the company to whom I bounced the check?
A. It depends upon the company. Most companies do charge a fee for non-sufficient funds, but not all of them.

Q. How much does it cost to stop payment on a check?
A. If you call the credit union to process a stop payment and speak to an employee the fee is $20. If you use Audio Express or Internet Access it is $15.

Q. How much is a box of checks?
A. The price of a box of checks ranges from $15.17 for 150 checks, background designs no extra cost. Order a set today.

Wire Transfer 

Q. How can I wire money to another financial institution?
A. DUFCU can send and receive domestic and international wires for our members through a direct, electronic link through our corporate entity Vizo Financial Corporate Credit Union. The wire must first be sent to Vizo Financial Corporate Credit Union using the ABA routing number 231387550 the funds are then transferred to Duke University Federal Credit Union using the following ABA routing number 253175449. Please note that the account number you use is the one located at the bottom of your check. Your checking account number is either the last 12-13 numbers. If you are using a savings account you will use your 5 digit account number.

Fees:
Wire transfer fee- Outgoing- Within the United States $15.00
Outside the United States - $40.00
Through Western Union - Fee Varies
Wire transfer fee- Incoming $12.00

i-Bill Pay 

Q. Why Should I Try i-Bill Pay?
A. Well, for one thing... It's FREE to Prime Checking Account Holders. It will offer you the convenience and peace of mind that you are in charge of your bill payments. You can determine when you want the payment sent (when direct deposit is posted or even on pay day) and keep your checking balance healthy. Duke University Federal Credit Union's i-Access service allows you to check your account balance and transfer funds to checking (if necessary) at your convenience.

Q. I Have my Utility Payments Setup via CheckFree or Another Electronic Payment Method - Why Should I Change to i-Bill Pay?
A. Automatic electronic payment for your utilities and similar bills are really convenient - but are you in charge? These merchants tell you when to deduct the payment from your check register. With i-Bill Pay you decide when you want these payments made. Additionally, if for any reason you need to stop automatic payment, simply click a button on your i-Bill Pay screen (available  24 hours) rather than having to call the merchant, explain what is needed and hoping the request took effect.

Q. How Do I Enroll?
A. To enroll in i-Bill Pay service, your must log into i-Access and click the 'Bill Payment' TAB at the top of your screen. (Requires Checking Account)

Q. How Do I Setup a Payee?
A. Add Payee lets you add payees that aren't on the master payee list.
On the Payees tab, click Add Payee.
A screen is displayed in which you are to fill in required information. 
(The Reset button will clear the form data so you can re-enter it)
Click Add Payee and the record is added to your personal payee list.

Q. Are There Any Merchants That Cannot be Paid via i-Bill Pay?
A. Yes, the following merchants are not eligible payees:
Governmental agencies (including but not limited to) federal, state and local taxing authorities, collection agencies, recipients of court-ordered payments such as; child support and alimony. Payments outside of the United States are also excluded, with the exception of payments made to any organizations or individuals with addresses located in the Armed Forces or U.S. territory postal codes.

Q. How Do I Setup My Payments?
A. To schedule a new payment:
Click Add New Payment on the toolbar
Enter the scheduling information, then click Submit.
Select a Payee and enter the amount of payment, Payment Start Date*, Type of Payment (one-time or recurring).
For Recurring Payments you will need to enter the Payment Frequency and Number of Payments/Payment End Date.
* Payment Start Date refers to the date the payment will be sent, NOT date to be received or the merchant's due date.

Q. Can I Change the Date of a Payment I Have Setup?
A. Yes, the Pending Payments tab on the toolbar displays the current list of pending payments for your account.
To modify. click the option button for the pending payment you want to change.
Click Modify Payment to edit any of the following items: Amount of Payment, Type of Payment, Payment Date, Payment Frequency; Number of Payments, and Payment End Date.

Q. Can I Cancel a Pending Payment?
A. Yes, by clicking on Delete Payment you can remove a pending payment. The page will display detailed information about the selected payment for you to review before removing the payment. By deleting a pending payment, you will also delete all recurring payments to that payee.

Q. How Are My Payments Processed?
A. Duke University Federal Credit Union sends a file to our remittance processor daily. Payments are processed and sent to merchants electronically or by check on the same business day the file is received. The type of payment (electronic or check) depends on the merchant - if the payment can be received electronically, this is the preferred method.

Q. When Is My Payment Withdrawn From My Account?
A. Funds are withdrawn from your checking account on the processing date. These funds are forwarded to our remittance processor so that they can process your payments and send them on to your payees.

Q. How Long Does It Take for a Payment to Reach a Merchant?
A. From the day our remittance processor receives the bill payment request, allow two (2) business days to process electronic merchants and five (5) business days for paper check merchants.

Q. Can I Stop a Payment?
A. Once a payment has been sent to our remittance processor, it will be processed according to standard procedures. Make sure you modify or delete a payment that you do not want processed before the payment date!

Q. What if I need help?
A. If you have any questions, you can contact IPay Customer Care at 877-243-5991.
 

Financial Center Online - Identity Theft & Phishing

Q.Where can I find information on how to protect myself from Identity Theft and Phishing?
A. Our online Financial Center provides multiple articles on phishing and identity theft. Read up on how to protect yourself from threats and what to do if you think you have been a victim.

Gift Cards 

Q: Is this prepaid card reloadable?
A: No, the card can only be loaded when the card is sold.

Q: What type of transactions can be done on this card?
A: Signature, PIN and cash advance transactions are all allowed. The daily transaction limit is $300.00 for both PIN and cash advance transaction types.  The cardholder will need to call their customer service number (866-833-2370) to create a PIN.

Q: Can the card be used for internet transactions?
A: Yes

Q: What is the minimum and maximum value that can be on the card?
A: The minimum is $10.00 and the maximum is $1,000.00.

Q: Can this card be used at all merchants?
A: Yes, the card may be used anywhere that Visa is accepted. However, please note the following transaction holds.
•         Hotels and Car Rental merchants- $500.00 preauthorization hold
•         Restaurants- 20% preauthorization holds
•         Pay at the Pump transactions- $75.00 preauthorization hold

*Please note that the holds for these transactions are stipulated by the merchant

TravelMoney 

Q: Is this a reloadable card?
A: Yes

Q: What are the minimum and maximum loads allowed on the card?
A: $100-minimum   $5,000-maximum

Q: What makes this card different from other reloadable prepaid cards?
A: This prepaid card is instant issue, which means it is available immediately for your member to take with them upon purchase. This card also comes with Visa travel enhancements, which are explained in the Visa TravelMoney benefits insert you provide to your member upon purchase.

Q: Since the maximum balance on the card is $5,000, what should the Credit Union do if a member wants to do a reload of $5,000?
A:  Either have the member log on to the CU Money website to view their current balance, or the Credit Union can always contact the LSC Prepaid Customer Service department. Simply subtract the current balance from $5,000 and load the difference.                  

Q: Is there a limit on how many times the card can be loaded?
A: There is no limit to how many times the card can be loaded. However, there is a $2.00 fee that will automatically be deducted from the cardholder’s balance at the time that the funds are added to the card.

Q: How can the cardholder add funds to their card?
A: There are 2 ways to add funds to a card:
1)       Through the Credit Union- the CU would log into Prepaid Access and do a reload under the “Reload a Card”  option. The request would be pending until the next transmission comes and adds the funds to the card.
2)       Online- the cardholder would go to www.cumoney.com and register their card. Once that is completed, they can log in and add funds. Please note that there is a three business day hold on all online loads.

Q: How does the member activate their card?
A: The card can be activated after 24 hours from the time it is issued. The cardholder will need to call the customer care line at 1-877-850-9650. Once they enter in their 16-digit card number, it will prompt them to enter in their temporary PIN or the last four digits of their phone number on file. Then they will need to change their PIN to a permanent 4 digit number. This must be different than the phone number on file. Once this is completed, the card is activated immediately.

Q: How many bad PIN tries is the member allowed?
A: The cardholder gets three tries. After the third attempt, the system will put a temporary block on the card. The card will automatically reset itself with the temporary PIN or the last four digits of the phone number file after midnight. Once this happens, the cardholder can call the customer care number to change their PIN. If they need to reset their PIN before then, the Credit Union can call the LSC Prepaid Customer Service Department where the PIN can be reset to the phone number on file as well.

Q: When does this card expire?
A: Every two years.

Q: Does it automatically reissue?
A: No, the cardholder will need to come into the Credit Union to get a replacement card.

Apple Pay

Q: What is Apple Pay?
A: Please visit Apple’s official web page, http://www.apple.com/apple-pay/, to learn more about Apple Pay.

Q: Is Apple Pay free?
A: Yes. Be aware that message and data rates apply, depending on your data plan.

Q: Which Duke University FCU cards I can use with Apple Pay?
A: You can use all Duke University FCU credit and debit cards.

Q: How do I add my Duke University FCU credit or debit card to Apple Pay?

  • Open the Wallet/Passbook app on your phone.
  • Add your card information manually or take a photo with your phone.
  • Verify your information with Apple Pay by entering the security code on the back of your card.
  • Duke University FCU will verify your information with Apple. If you do not receive verification within 24 hours, please call us at 866-MY-DUFCU (866-693-8328).

Q: If I sell or trade-in my Apple phone, what will happen to my cards in the device?

  • When selling or trading your Apple product, you should make sure to delete all digital accounts in your Wallet/Passbook app.
  • You can alternatively, reset your phone to factory settings which will also remove all digital accounts.
  • You should also call us at 866-MY-DUFCU (866-693-8328) to revoke your cards from Apple Pay usage.

Q: If I lose my Apple phone, what will happen to my cards in the device?
A: Please call us 866-MY-DUFCU (866-693-8328) as soon as possible so that we can revoke your card usage from Apple Pay.

Q: What should I do when I receive a new, renewed, or replacement card?
A: For any new, replacement, or renewal card, you will go through the initial setup to validate and authorize your new card with Apple Pay and Duke University FCU.

EMV Chip Cards (Debit and Credit)

Q: What is a Visa Debit Card or Visa Credit Card with Chip?
A: Visa Debit or Credit Card with Chip is a Debit or Credit card that contains an embedded EMV microChip on the front of the card. The Chip “encrypts” your personal and purchase information into a unique code that makes card replication and fraud more difficult when used at a Chip enabled terminal. 
 
For more FAQs on EMV Chip Cards, click here.