CALL CENTER/SUPPORT/CONTACT INFORMATION
Q: What is the call center number?
Starting 5/29/12, please call 1-866-499-3042 for all of your credit card inquiries and questions. The call center is open 24/7 to provide member service and support pertaining to most credit card issues/questions.
Q: What do I do if I have a question about a transaction or would like to dispute a transaction?
Starting 5/29/12, the call center can assist you with transaction inquiries and initiate the dispute process. Please call the Call Center directly at 1-866-499-3042 for immediate assistance.
Q: What do I do if my card is misplaced/lost/stolen?
Starting 5/29/12, please call 1-866-499-3042 immediately if your card is misplaced, lost or stolen. The Call Center will block the old card and issue new plastic when you call. The Call Center is available 24/7 to assist you with lost/stolen cards.
Q: I’m traveling outside of the U.S. soon after the upgrade/conversion. What do I need to do to ensure my credit card is working overseas?
Prior to your departure, please call 1-866-499-3042 and advise the call center of the destination and length of your travel. Due to increased risk of fraudulent activities abroad, please always be sure to call ahead and advise the call center of your travel plans.
Q: I need to ask questions about the upgrade. Who can I call?
Please call 562-498-1250, Option 1 to reach one of our Member Service Representatives prior to the conversion on 5/29/12. Starting Tuesday, 5/29/12, please call 1-866-499-3042 to reach our call center. The call center is available 24/7 for your convenience.
Q: Where do I get the most up-to-date information about the upgrade/conversion?
Please visit our website at www.vadpfcu.org and click on the Credit Card Upgrade Link on the Home Page. Up-to-date information, including updated FAQ, will be posted on the landing page as information becomes available.
PLASTIC AND ACTIVATION
Q: I’m the sole Cardholder on the credit card. Do I still need to give the card number to merchants when the card number is the same?
Yes, please provide new card information to all merchants where you have automated payments set up. As all cardholders will receive new plastics, the plastic now has a different expiration date. Most merchants, when requesting transaction authorization, will send the expiration date for validation. If you don’t provide the new information to the merchant, the mismatch may cause your transaction to be declined.
Q: I’m a Joint/Authorized Signer on the account. Now I have a new plastic with a new card number. Do I need to call the merchants since the Primary Cardholder’s plastic number is still the same and is in use?
You will want to call the merchants to provide your unique card number since most merchants, when requesting transaction authorization, will send the Name and the Expiration date information for validation. If you don’t provide the new information, the mismatch may cause your transaction to be declined.
Q: When I can expect to receive the new card?
You can expect to receive the new plastic by Monday 5/21/12. If you do not receive the new plastic by Tuesday 5/22/12, please call the Credit Union at 562-498-1250, Option 1.
Q: What will my card look like?
For a sample image of your new credit card, please visit our website.
Q: When will the old plastic stop working?
The old plastic will continue to work through Monday 5/28/2012 and up until around 6:30 AM EST (3:30 AM PST) on Tuesday 5/29/12. Once our new processor re-routes the authorization, the old plastic will stop working.
Q: When can I activate the new plastic?
You can activate your new plastic on Tuesday 5/29/12 starting at 6:45 AM EST (3:45 AM PST) by calling 1-866-499-3042. The activation system will verify that the number you are calling from is the Home Phone number that we have on record. The system will also verify the card number and the last four digits of your Social Security Number to complete the activation process. You may use your card once the activation is complete.
Q:Does the Joint Cardholder need to activate the new plastic?
The Primary Cardholder can call and activate all cards, including the Joint. The activation needs to be done for each plastic (one activation is needed for each plastic). The Joint Cardholder may also call to activate all of the credit cards. Please note that the system will require the last four digits of the Primary Cardholder’s social security number to activate.
Q: What if I have difficulty activating my card?
If the automated system cannot activate your card, it will transfer your call to a Call Center Representative. The Representative will verify your identity and activate your card(s) for you.
Q: What happens to the Credit Card Login link on VADPFCU website?
Effective Tuesday 5/29/12, you will no longer need to access your credit card information using this separate login. You will need access to Netbranch 4.0 to access your credit card information. If you have not enrolled in Netbranch 4.0, you may do so at any time by clicking Account Login, and click Not Enrolled/Enroll Today link. The old Credit Card login link will be removed on Tuesday 5/29/12 to eliminate confusion.
Q: How do I access my credit card information online?
Great news! Starting Tuesday 5/29/12, you will have direct access to your credit card account information once you log in to Netbranch 4.0 through the Account Login link from our homepage. Click on the Credit Card link to go directly to the Account Information screen of your credit card.
Q: What type of information will I be able to view/request on my credit card?
You may view your current balance, transaction history, detail transaction information, pending authorization, 12 months of statements, and send an inquiry/dispute request via our secured messaging system.
Q: Is E-statement for credit card available and how do I access it?
Yes, E-statement is now available on your credit card. Follow the simple steps below to set up your E-statement for your credit card:
1.Click on the Credit Card link on Netbranch 4.0 2.Click on the Online Requests Menu 3.Click on the Statement Delivery link (located on the right hand column) 4.Accept the E-statement disclosure and you are ready to receive E-statements for your credit card.
Please note: the E-statement for credit card is separate from the E-statement for your Credit Union’s accounts. You must follow these steps to sign up and receive the credit card E-statement.
Q: I currently have a saving account (share ID 049) at the Credit Union where a fixed dollar amount is transferred from my allotment/direct deposit every 2 weeks to make credit card payments. What will happen to that account after 5/29?
The transfer will continue without disruption as previously scheduled. When the due date arrives, our system will continue to pull the payment from this 049 account and apply the payment to your credit card.
Q: When will my payment show up on my credit card?
Great news! With automatic payment set up, the payment will reflect on your credit card after our nightly processing is complete. You should definitely see the credit posted to your credit card the date after your automatic payment is pulled.
Please note: In some cases, the payment won’t be settled to your checking/saving account until 1 or 2 days later. To avoid the payment being returned NSF, please check your account before performing additional withdrawals around the time of the credit card payment transfer.
Q: Can I make a credit card payment directly in Netbranch 4.0 by transferring the payment from my checking/saving account?
Yes, you can make a credit card payment directly on Netbranch 4.0 using your existing saving/checking account at the Credit Union.
Q: How do I set up recurring payments to my credit card using another bank account?
You can set up, view, edit, and delete one-time or recurring credit card payments using the Bill Payment Option Menu once you click on the Credit Card link from the Netbranch 4.0 Menu. All you need is the bank routing and transit numbers (ABA #) and the saving/checking account information.
Q: How do I register my credit card to participate in the Uchoose Rewards program?
Please note: Only register your credit card if you have never registered for Uchoose Rewards. If you’ve already registered your Debit Card in the program, please review FAQ #24 on how to link your credit card to the existing account.
To register your card:
1.Click the Uchoose Reward link on our main page 2.Click the Register link on the right hand side of the main page 3.Complete the Registration information 4.Click Submit
Q:I’ve already enrolled my Debit Card for Uchoose Rewards. Do I still need to register my credit card?
No, please do NOT register your credit card if you already enrolled in the Uchoose program. You will need to link your credit card to your existing Uchoose Account.
To link the credit card:
1.Login to your Uchoose Reward account with your existing Username and Password 2.Click Preferences (on the Left Navigation Menu) 3.Scroll down to the bottom of the Preference page 4.Click Learn how under the Link Another Account to Your Program section 5.Enter the full 16 digits credit card number 6.Click Submit
Q: How many points do I earn for each credit card transaction?
You earn 1 point for every dollar you spend (purchase transactions).