Rebrand – answers to frequently asked questions

Frequently Asked Questions

Accounts

Do you offer notary services?

Yes. They’re available at our branches by appointment only. Connect with us through chat, Digital Banking or call us at 800.866.6474 for availability. Refer to our Fees & Charges.

How do I request a Stop Payment?

At your earliest convenience, please connect with us through chat, Digital Banking or call us at 800.866.6474 so we can help. Refer to our Fees & Charges.

When will I receive my year-end statement for tax purposes?

They’re available through Digital Banking or sent to members by the end of January. Connect with us through chat, Digital Banking or call us at 800.866.6474 if you haven’t received it by February 15.

Does the Credit Union have coin machines?

Yes. We have coin machines at most of our branches. Use our Locator to find a branch near you. Refer to our Fees & Charges.

ACH

What is ACH?

It stands for Automated Clearing House, which is the system for electronic funds transfers between banks.

What’s the daily limit on an ACH transfer?

The limit for same-day ACH transfers is $25,000 per day.

Why didn’t my ACH transfer post?

If your ACH didn’t post the same day, there are several possible explanations:

  • It wasn’t received from the transferring institution before the 1:45pm PST deadline
  • There was an incorrect or changed account number on the order
  • Insufficient funds (NSF) were available in the account from which you were transferring
  • We were unable to locate the account
  • The account you attempted to transfer to was closed

At your earliest convenience, please connect with us through chat, Digital Banking or call us at 800.866.6474 so we can help.

ATMs

How do I find the nearest surcharge-free ATM?

The Credit Union is a participant in the CO-OP ATM Network, which provides our members with access to over 30,000 surcharge-free ATMs nationwide. Use our Locator to find one nearest you.

What do I do if an ATM deposit isn’t credited to my account?

If it’s an SCE Credit Union ATM, connect with us through chat, Digital Banking or call us at 800.866.6474. If the ATM is through another financial institution, you’ll need to contact them directly.

What do I do if an ATM doesn’t dispense the amount I requested?

If it’s an SCE Credit Union ATM, connect with us through chat, Digital Banking or call us at 800.866.6474. If the ATM is through another financial institution, you’ll need to contact them directly.

What’s the maximum amount I can withdraw from an ATM per day?

Your daily ATM limit depends on your relationship with the Credit Union and/or limits you’ve requested. In general, base limits are set at $800 per day, but yours may be higher. Connect with us through chat, Digital Banking or call us at 800.866.6474 if you wish to discuss your daily limits.

Auto Leases

Auto Loans

Can I apply for an auto loan before I find a car to purchase?

Yes. In fact, applying for an auto loan before you find a car to buy may help you with negotiations. Once your application is reviewed and approved, we’ll provide a preapproval letter to take to a dealership – or you can use our CU at the Wheel program to help locate and deliver the car of your dreams, right to your home or work.

Can I refinance my auto loan?

You can fill out an online auto refinance application or contact us through Live Lending to speak to a Loan Consultant.

Can I qualify for an auto loan if I have bad credit?

We pride ourselves on finding ways to help our members financially. The best way to know if you’ll be approved is to fill out an online auto loan application or contact us through Live Lending to speak with a Loan Consultant. Together we’ll look for the best way to get you approved for a loan.

Does the Credit Union offer private party auto loans?

Yes. Once you’re approved for the loan and the vehicle value has been verified, you and the seller will need to come in to one of our branch locations together to complete the paperwork. If the seller is in possession of the title, they’ll need to bring it along with the registration and smog, if required. If the vehicle is financed, we’ll need the name of the finance company, account information, and a signed authorization for payoff. We’ll handle all of the loan documentation along with any DMV required paperwork.

If the transaction is for an out-of-state vehicle, the process may require additional documentation.

Bill Pay

What’s Bill Pay?

Bill Pay allows you to pay your bills directly through Digital Banking. You can schedule recurring payments or pay each month as you’re ready. Payments are processed in either two or four days and the money doesn’t come out of your account until the bill is paid.

Is there a fee to use Bill Pay?

No. Bill Pay is available to eligible Credit Union members and can be accessed through Digital Banking.

How secure is Bill Pay?

Bill Pay uses SSL (secure sockets layer), which ensures your connection and information are secure from outside inspection. The system also uses 125-bit encryption to make your information unreadable as it passes through the internet. Paying your bills through Digital Banking is safe and secure because the service combines the latest technology features with rigorous security requirements. Plus, all your payee account numbers are masked to keep sensitive information private.

How do I set up recurring payments through Bill Pay?

Log in to Digital Banking, navigate to Pay & Transfer, and select Bill Pay. Then follow the prompts to add a new payee. Once added, go to Options under the payee’s name and select Auto Payment. The menu will allow you to enter the amount and frequency of the payments. Remember to hit Save before closing the window.

Card Controls

What’s Card Controls?

It’s a security feature that allows you to turn your Credit Union debit and credit cards ON/OFF, set alerts, block specific transactions and spending limits.

Is there a fee to use Card Controls?

Card Controls is a free service to our members through Digital Banking.

How do I turn my cards OFF, then back ON?

From the first screen you encounter within Card Controls, toggle the ON/OFF switch next to the card you wish to disable/enable.

How quickly does the ON/OFF status on my cards take affect?

All Card Controls changes are effective instantly, so you have complete control of your cards.

Where in Card Controls do I customize my settings and specify whether to receive alerts, or not?

First, ensure push notifications from your Digital Banking account is set up. To enable them log in, go to Settings and select your preferred notification method – push, text and/or email. Once set up, navigate to Card Controls & Alerts and select Alert Delivery Options below each available debit or credit card affiliated with your account and turn on the notification option that best works for you.

Can I set up transaction alerts and spending limits through Card Controls?

Yes. Each card can be customized individually. Go to Set Declines and Alerts below the card you wish to restrict to set the maximum spending limit and your preferred notification method.

If I use Card Controls to turn my card OFF, will my recurring transactions be blocked?

Your recurring transaction won’t be blocked and will continue to be processed, even when your card is turned OFF.

What happens when a transaction is blocked or declined due my to Card Controls settings?

If you have your alerts turned on, you’ll be notified immediately via your preferred notification method. We recommend checking your control settings to determine if the decline was caused by the restriction you may have on that card. You have the ability to modify and permit approval if it’s a legitimate transaction.

What if a card displays in Card Controls that I don’t recognize?

This may happen if you were previously issued a card that wasn’t canceled and/or activated. We recommend you turn the card OFF until you’re able to connect with us through chat, Digital Banking or call us at 800.866.6474 to permanently block the card and remove it from your app.

Credit Builder Loans

How does a Credit Builder loan work?

A Credit Builder loan is intended to help you build a strong payment history reflected on your credit report and considered when you make future lending requests.

We give you a loan and deposit 100% of the money borrowed into a Credit Union savings account, where it’ll remain on hold and earn dividends. As you make payments, the money is released and made available to you.

For example: You borrow $1,000 and we place it into a savings account for you that cannot be accessed. You make on-time monthly payments of $100 from which we deduct interest based on the rate and terms you’ve agreed to. The remainder of your $100 is then made available for you to withdraw. As you repay, you establish a positive payment history. We then report your good payment history to the credit bureaus, helping to increase your credit score.

How does a Credit Builder loan help my credit score?

If you’re starting out with no credit history, the Credit Builder loan can help you build one. Once the loan is established and a history of on-time monthly payments have been made, we’ll report your creditworthiness to the three major credit bureaus – Experian, Equifax and TransUnion. After your credit report has been created, it takes about six months to get a credit score. That’s because the bureaus need enough information on the credit file to determine a borrower’s level of risk accurately.

If you have past credit issues, a Credit Builder loan should help increase your score. Please keep in mind, as you’re paying your loan on time, it’s important to avoid late payments on other accounts. Generally, your credit score will gradually go up over the course of the loan.

What are the benefits of a Credit Builder loan?

Besides helping to build your credit score, other benefits of a Credit Builder loan are:

  • It automatically helps you save money, as you’re essentially making payments into your savings account
  • It’s secured by the money we’ve deposited for you, making it easy to apply
  • The funds are made available as the loan is paid off
  • You earn dividends on the money being held in your savings account
  • It helps you develop good savings habits, requiring you to set aside money every month for the loan payment
  • As you make on-time monthly payments, you’ll develop financial discipline you can use later on larger loans

Can I get a Credit Builder loan if I have past credit issues or no credit history?

Yes. The purpose of this loan is to assist members who have no credit or have had past credit issues. Past credit issues shouldn’t prevent members from applying.

Can I pay my Credit Builder loan off early?

Yes, but you’d be defeating the purpose of the loan. The goal is to create a payment and savings history, which is reported on your credit report.

Debit/Credit Card & Activity

What do I do if my card is blocked?

At your earliest convenience, please connect with us through chat, Digital Banking or call us at 800.866.6474.

What do I do if my card is lost or stolen?

Log in to Digital Banking immediately and turn the card OFF through Card Controls & Alerts. All transactions will be denied except for reoccurring payments. Then connect with us through Secure Chat or call us at 800.866.6474 so we can cancel the card and order a new one.

How do I order a replacement card?

At your earliest convenience, please connect with us through chat, Digital Banking or call us at 800.866.6474.

What do I do if my card or PIN number doesn’t work?

There are various reasons, one of which could be fraud. We may have detected suspicious activity and blocked the card; this is why it’s important to keep your contact information up to date on your account. For security reasons, please connect with us through chat, Digital Banking or call us at 800.866.6474.

Can I use my card internationally?

Yes – please remember to submit a Travel Notice through Digital Banking to avoid the card from being blocked.

How do I place a Travel Notice on my card so it doesn’t get blocked?

Log in to Digital Banking through a desktop device and navigate to Additional Services, then select Travel Notice – or connect with us through chat, Digital Banking or call us at 800.866.6474.

How can I request a cash advance or balance transfer on my credit card?

To transfer funds or request a cash advance, please connect with us through chat, Digital Banking or call us at 800.866.6474.

Loans

Do you offer skip payments on loans?

Yes. We offer skip payments on consumer loans as a benefit to our members who’ve maintained their account properly and want to skip a payment periodically. Generally, eligibility for skip payments include:

  • Loan must be current for at least 12 months with a good payment history
  • Member must be in good standing on all other Credit Union accounts
  • Member has no more than two non-consecutive skipped payments within a 12-month cycle

Connect with us through chat, Digital Banking or call us at 800.866.6474 to request a skip payment.

Mobile Payments

What are Mobile Payments?

They’re regulated transactions that take place digitally through your mobile device with the use of a Mobile Wallet app – such as Apple Pay, Google Pay or Samsung Pay.

What’s a mobile wallet?

It’s an app that stores your debit and credit card information so you can pay for things digitally using your mobile device – such as Apple Pay, Google Pay or Samsung Pay. Most mobile wallets require thumbprint authorization, facial recognition or other security in order to access the app and pay.

The app uses a technology called NFC, which stands for near field communication. NFC is what enables two devices – like your phone and a payments reader – to communicate wirelessly when they’re close together. Typically, the device has to be two inches or less from a reader to process the payment.

Are mobile payments secure?

Yes. Tokenization is what makes mobile payments secure. Here’s how it works: After you’ve loaded your debit or credit card information into the payment app – such as Apple Pay, Google Pay or Samsung Pay – your phone sends the details to the card’s issuing bank. The bank then replaces your card details with a series of randomly generated numbers (the token). That random number is sent back to the app, which programs it into your phone. This means the account details on your phone can’t be cloned into anything valuable to fraudsters.

Money Management

What’s Money Management?

Money Management is our free personal financial management (PFM) system within Digital Banking. It’s a tool to help you understand your financial situation and improve “money management”. There are many benefits to using this tool:

  • Unify and control all your financial needs in one place
  • Visualize the general situation of your finances through easy-to-understand graphs
  • Categorize expenses automatically
  • Control expenses and savings through individualized budgets
  • Saving tips by type of expense
  • Plan and track goals

How do I start using Money Management?

When you first log in to Digital Banking and access Money Management, you’ll be prompted to accept the Terms & Conditions. Your primary accounts with the Credit Union will be imported automatically. Then you can add accounts from other financial institutions, set budgets, payment reminders and set alerts.

How do I add an account to Money Management?

First, log in to Digital Banking and access Money Management. Then use the Add an Account button in the top right and follow the prompts.

How do I set up alerts in Money Management?

First, log in to Digital Banking and access Money Management. Then use the Settings icon in the top right to set budgets, payment reminders and alerts.

Remote Deposit

What’s Remote Deposit?

It’s a convenient service allowing you to deposit checks to your Credit Union account remotely, using your Android or Apple device. It’s available free of charge to eligible account holders through our Digital Banking app.

Once you’ve signed up for Digital Banking, download our app through the App Store or Google Play.

Who’s eligible for Remote Deposit and what do I need to use it?

You must meet the following basic requirements to use Remote Deposit:

  • Have an Android or Apple device with internet access and a camera
  • Have a valid Credit Union account in good standing, with no prior negative banking history
  • Sign up for Digital Banking

Do I need to endorse the back of the check when using Remote Deposit?

Yes. Please endorse the back of the check and include these words “For SCE FCU mobile deposit only” to avoid delays.

How can I ensure my check image is readable while using Remote Deposit?

Place the check on a dark, flat surface, free of other documents or paperwork. Ensure the front and back images of the check are within the borders of the screen. Be sure the MICR line (the long line of numbers toward the bottom of the check) is fully visible. And finally, make sure there’s space between the MICR and the edge of the image.

How will I know my check was deposited successfully through Remote Deposit?

Once you’ve completed the deposit, your screen will display a confirmation message. You may also log in to Digital Banking to view the deposit.

Please keep in mind once the check has been successfully transmitted, it’ll be reviewed to ensure it can be processed. For that reason, please keep your check in a safe place for 14 days before securely destroying it.

How soon will my funds be available using Remote Deposit?

Up to $225 will be available immediately. The remaining funds will be available by the second business day after the day of deposit. Additional delays may occur on a case-by-case basis. Please note all deposits will be reviewed before final credit is issued.

What’s the cut-off time for Remote Deposit?

There’s no cut-off time for depositing checks; however, if you deposit checks after 3pm PST, the check will be processed the following business day.

What do I do with my check after I deposit it through Remote Deposit?

After the check has been successfully transmitted, it’ll be reviewed to ensure it can be processed. For that reason, please keep it in a safe place for 14 days before securely destroying it. You may want to maintain a separate folder for checks you’ve already deposited, so they don’t get mixed with others that still need to be deposited.

Which accounts can I deposit to using Remote Deposit?

Deposits can be made into your Credit Union savings or checking accounts. If the deposit is for a loan payment, you can transfer the funds to your loan account as payment once the check is processed.

What’s the limit on deposits made through Remote Deposit?

You can deposit up to five checks per business day, totaling no more than $10,000.

What items are ineligible for Remote Deposit?

The following items cannot be deposited using Remote Deposit:

  • Cash or foreign currency
  • Savings bonds
  • Checks payable to a third party
  • Substitute checks (checks created from an electronic image)
  • Checks that are irregular in any way
  • Checks that have previously been returned unpaid for any reason
  • Checks that are stale dated (older than 6 months)
  • Checks drawn on a foreign financial institution or payable in a foreign currency

Is there a fee to use Remote Deposit?

Remote Deposit is free to eligible Credit Union members through our Digital Banking app.

Once you’ve signed up for Digital Banking, download our app through the App Store or Google Play.

Why is Remote Deposit not available within my digital banking app?

It may not be available for your account if:

  • You’re not registered in Digital Banking
  • Deposit restrictions have been placed on your account
  • Current or previous collections exist on your account
  • You don’t meet credit criteria

Please connect with us through chat, Digital Banking or call us at 800.866.6474 so we can look into it.

I deposited a check through Remote Deposit, then accidentally deposited it through the ATM. What happens now?

If you accidentally deposited the same check using Remote Deposit, in branch or at an ATM more than once, your account will be adjusted accordingly. Please connect with us in advance through chat, Digital Banking or call us at 800.866.6474 to avoid any unnecessary fees and to maintain Remote Deposit privileges.

SavvyMoney

What’s SavvyMoney?

SavvyMoney is a comprehensive credit score program offered by the Credit Union helping you to stay on top of your credit. It provides your latest credit score, key factors impacting the score, and the most up-to-date offers that can help reduce your interest costs or lower your monthly payments. With this program, you always know where you stand and how we can help save you money.

Credit Score also monitors your credit report daily and informs you through Digital Banking and emails you when changes are detected, such as new account openings, change in address or employment, a delinquency has been reported, or an inquiry has been made. Monitoring helps you keep an eye out for identity theft.

Does SavvyMoney offer credit report monitoring?

Yes. After you’ve enrolled, it will monitor and send email alerts when there’s been a change to your credit profile and update your Digital Banking dashboard.

Is there a fee to use SavvyMoney?

No. It’s entirely free, and no credit card information is required to register.

How does SavvyMoney differ from other credit score offerings?

It pulls your credit profile from TransUnion, one of the three major credit report bureaus, and uses VantageScore, a credit scoring model developed collaboratively by credit bureaus – Equifax, Experian and TransUnion. This model seeks to make score information more uniform between the three bureaus to provide consumers with a better picture of their credit health.

Will accessing SavvyMoney affect my credit score?

No. SavvyMoney credit checks are always a soft inquiry, which doesn’t affect your credit score. Typically, lenders use hard inquiries to make decisions about your creditworthiness when you apply for loans.

How does SavvyMoney keep my financial information secure?

It uses bank-level encryption and security measures to keep your data safe and secure. Your personal information is never shared or sold to a third party.

What if the information provided by SavvyMoney appears to be incorrect?

SavvyMoney makes its best effort to show you the most relevant information from your credit report. If you think some of the information is inaccurate, we encourage you to take advantage of obtaining free credit reports from AnnualCreditReport.com, then pursuing with each bureau individually. Each bureau has its own process for correcting inaccurate information, but every user can file a dispute by selecting the dispute link within SavvyMoney. However, the Federal Trade Commission website offers step-by-step instructions on how to contact the bureaus and correct errors.

Will the Credit Union use SavvyMoney to make loan decisions?

No. We use our own lending criteria when making final loan decisions. However, SavvyMoney can show you estimated savings opportunities on new and existing loans. Final rate, term, monthly payment, and other factors will be determined at the time of application.

If the Credit Union doesn’t use SavvyMoney to make loan decisions, why are you offering it?

It can help you manage your credit so when it comes time to borrow for big-ticket items – like buying a home, car or paying for college – you have a clear picture of your credit health and can qualify for the lowest possible interest rate. You’ll also see offers on how you can save money on your new and existing loans.

Why do credit scores differ?

There are three major credit-reporting bureaus – Equifax, Experian and TransUnion – and two scoring models – FICO or VantageScore – that determine credit scores. Financial institutions use different bureaus, as well as their own scoring models. Over 200 factors of a credit report may be considered when calculating a score and each model may weigh credit factors differently, so no scoring model is completely identical but should directionally be similar.

What’s the Score Simulator tool?

It’s an interactive tool allowing you to select various actions you might take and see how your score could be affected. Different actions, like paying off credit card balances might make your score move up or down. Just like checking your credit score through SavvyMoney, using the simulator doesn’t affect your actual credit score.

Text Banking

How do I set up Text Banking?

Enrolling in Text Banking is easy. Simply log in to Digital Banking from a desktop device, navigate to Additional Services and select Text Banking & Alerts. Hit Activate under Text Banking and follow the prompts.

What’s the number and commands for Text Banking?

The number for Text Banking is 454545. Here are the commands:

BAL – returns balance on primary account

BAL CHK – turns balances on all active checking accounts

BAL SAV – returns balances on all active savings accounts

BAL ALL – returns balances on all active accounts

LAST – returns the last 5 transactions on the primary account

TRANS + amount – transfers amount from and to preselected accounts

HELP – returns information related to using Text Banking

STOP – terminates Text Banking for the mobile number

Wire Transfers

How do I submit a request for a wire transfer?

Connect with us through chat, Digital Banking or by phone at 800.866.6474.

Is there a fee to send or receive a wire transfer?

There’s no fee to receive a wire transfer. For sending a wire transfer, please refer to our Fees & Charges.

What’s your cutoff time to submit a wire transfer?

Your Wire Transfer Request form must be submitted no later than 2pm PST, Monday through Friday. Please connect with us through chat, Digital Banking or by phone at 800.866.6474.

What do I need to submit a domestic wire transfer?

Please have the following items ready:

  • The name and routing number of the receiving institution
  • The name, account number and address of the beneficiary
  • A copy of your ID
  • A completed Wire Transfer Request form

Your Wire Transfer Request form must be submitted no later than 2pm PST, Monday through Friday. Please connect with us through chat, Digital Banking or by phone at 800.866.6474.

What do I need to submit an international wire transfer?

Please have the following items ready:

  • The name, routing number and address of the intermediary institution (U.S. correspondent bank)
  • The name and SWIFT code of the receiving beneficiary’s institution
  • The name, account number and address of the beneficiary
  • A copy of your ID
  • A completed Wire Transfer Request form

Your Wire Transfer Request form must be submitted no later than 2pm PST, Monday through Friday. Please connect with us through chat, Digital Banking or by phone at 800.866.6474.

Zelle®

What’s Zelle?

It’s a fast, safe and easy way to send money directly between almost any bank accounts in the U.S., typically within minutes.3 With just an email address or mobile phone number, you can send money to people you trust, regardless of where they bank.

How do I enroll in and use Zelle?

To get started, log in to Digital Banking, navigate Pay & Transfer and select Send Money With Zelle. To enroll, accept terms and conditions, tell us your email address or mobile number and account information. You’ll receive a one-time verification code, enter it and you’re ready to start sending and receiving with Zelle.

To send money, simply add a trusted recipient’s email address or mobile number, enter the amount you’d like to send and an optional note, review, then hit Send. In most cases, the money is available to your recipient in minutes.3

To request money, choose Request, select the individual(s) from whom you’d like to request money, enter the amount you’d like to request, include an optional note, review and hit Request.4

To receive money, share your enrolled email address or mobile number with a friend and ask them to send money through Zelle.

How does Zelle work?

When you enroll through Digital Banking, your name, the name of your financial institution, and the email address or mobile number you enrolled is shared with Zelle. No sensitive account details are shared – those stay with the Credit Union.

How long does it take to receive money through Zelle?

Money sent with Zelle is typically available to an enrolled recipient within minutes.3

If you send money to someone who isn’t enrolled, they’ll receive a notification prompting them to enroll. After enrollment, the money will be available directly to your recipient’s account, typically within minutes.1

If your payment is pending, we recommend confirming the person you sent money to has enrolled and you’ve entered the correct email address or mobile number.

If you’re waiting to receive money, you should check to see if you’ve received a payment notification via email or text message. If you haven’t, we recommend following up with the sender to confirm they entered the correct email address or mobile number.

Still having trouble? Please give us a call at 800.866.6474 during regular business hours.

Can I use Zelle internationally?

No. In order to use Zelle, the sender’s and recipient’s bank accounts must be based in the U.S.

Will the person I send money to through Zelle be notified?

Yes. They’ll receive a notification via email or text.

Is my information secure in Zelle?

Yes. When you use Zelle within Digital Banking, your information is protected with the same technology we use to keep your bank account safe.

Someone sent me money with Zelle, how do I receive it?

If you’ve already enrolled, you don’t need to take any further action. The money will be sent directly into your bank account and will be available typically within minutes.3

If you haven’t yet enrolled, use the link provided in the payment notification, select SCE Credit Union and follow the prompts. Pay attention to the email address or mobile number where you received the payment notification – you should enroll using that email address or mobile number.

What if I get an error message when trying to enroll through Zelle?

Your email address or mobile number may already be enrolled at another financial institution. Connect with us through chat, Digital Banking or call us at 800.866.6474 and ask to move your information to the Credit Union. Once moved, you can start sending and receiving money through your Digital Banking account.

Can I cancel a payment through Zelle?

You can only cancel a payment if the person you sent money to hasn’t yet enrolled with Zelle. To check whether the payment is still pending, go to your activity page, choose the payment you want to cancel and select Cancel This Payment.

If the person you sent money to has already enrolled, the money is sent directly to their bank account and cannot be canceled. This is why it’s important to only send money to people you trust, and always ensure you’ve used the correct email address or mobile number when sending money.

If you sent money to the wrong person, we recommend contacting the recipient and requesting the money back. If you aren’t able to get your money back, connect with us through chat, Digital Banking or call us at 800.866.6474 to see if we can help.

1Mobile network carrier fees may apply. 2Must have a bank account in the U.S. to use Zelle. 3Transactions typically occur in minutes when the recipient’s email address or U.S. mobile number is already enrolled with Zelle. 4In order to send payment requests or split payment requests to a U.S. mobile number, the mobile number must already be enrolled with Zelle. Zelle® is wholly owned by Early Warning Services, LLC and is used herein under license.