FAQ 

Table of Contents ATM ATM Card Captured at Foreign ATM ATM Network & Withdrawals ATM Network Benefits Deposits at Foreign ATMs Foreign ATM Cards at DCCU Foreign ATM Fees Foreign ATM Transactions   ATM & Debit Cards "Old" White ATM Card ATM & Debit Card Ordering ATM Card or VISA Debit Card Debit Card Options Lost or Stolen Debit Cards Card Activation Phone Number Checking Check Image Preparation Check Imaging Ordering Checks   Credit Cards Credit Card Payment Address   Debit Capabilities ATM & Debit Card Processing Debit at Point of Sale Debit Cash Back Debit Information on Statements Overdraft Protection   Home Banking Account Holds Pledge Account Holds Lost/Stolen Cards Lost/Stolen Credit or Debit Cards   Secure Email Emailing a Secure Message   Non Cash Municipal Securities Municipal Securities and the Federal Reserve Bank

FAQ ATM [Top] ATM Card Captured at Foreign ATM What happens if my DCCU card is captured at a non-DCCU ATM? That institution will most likely follow a similar procedure as we do: the captured card is destroyed. You will NOT get your card back. They will need to report this to us and order a replacement card. There is a fee for excessive replacement cards.   [Top] ATM Networks & Withdrawals How does belonging to these ATM Networks impact limits for my cash withdrawals? Limits in place for members will not change on the ATM Network. Withdrawal limits for non-members or foreign cards are controlled by the financial institution issuing the card.   [Top] ATM Network Benefits How does joining an ATM Network benefit me? Increased convenience for getting cash through many more ATMs No longer are limited to just DCCU ATMs Great for when out traveling - wherever you see the STAR, NYCE, VISA, PLUS, MasterCard, Maestro, CIRRUS, or Credit Union 24 logo on an ATM, you can use it to access your account for cash Potentially, lines at our ATMs may get shorter as members utilize other ATMs Listed below are links to ATM locator sites for these networks. This comes in handy if you are traveling and want to know if there is an ATM available to use. STAR NYCE PLUS CIRRUS CU24   [Top] Deposits at Foreign ATMs Will I be able to make deposits at non-DCCU ATMs? No.   [Top] Foreign ATM Cards at DCCU Non-DCCU cards can now be used at our ATMs. What are the fees for a foreign card in our ATMs? A foreign card will be charged $2.50 for each transaction at a DCCU ATM. Definition of foreign card - any card issued by a financial institution other than DuPont Community Credit Union. One exception to this is an International card. The networks do not allow surcharging on International cards. Please note that you may have a "foreign" card. If used in our ATMs, it will be charged $2.50.   [Top] Foreign ATM Fees What are the fees for me to use a foreign ATM (an ATM not owned by DCCU)? You may be charged a "surcharge" by the financial institution that owns and operates the ATM. In addition, DCCU will charge $0.50 for each transaction (withdrawal, transfer, inquiry). DCCU charges this fee to cover the network fees that DCCU pays for the added member convenience of having thousands of ATMs to use. DCCU has no control over "surcharge" fees that other institutions charge. The average fee is $2.00.   [Top] Foreign ATM Transactions How do I conduct a transaction at a foreign ATM? Simply follow the prompts on the screen to do withdrawals from savings or checking, and transfer funds between savings and checking.   ATM & Debit Cards [Top]  White ATM Card Does my White ATM card still work? The white ATM cards will work in DCCU ATMs only. They cannot be used at other ATMs or merchants. If this card is lost, stolen or wears out, a new VISA Debit card will be issued in its place. The PIN on the white ATM card can still be changed at the Lucy Lane branch. No additional white ATM cards will be issued.   [Top] ATM & Debit Card Ordering What are the time frames for ordering cards and PINs? Once an ATM or VISA Debit Card is ordered, it will take 7-10 business days for the arrival of the card and PIN.   [Top] ATM Card or VISA Debit Card Do I have to replace my old White card with the new Green ATM card? Or, since I have a Checking account, can I get the VISA Debit Card? YES! If you have a Checking Account and qualify for a VISA Debit Card, ask for the VISA Debit Card. It provides time saving and convenient benefits, and also works as your ATM card. The VISA Debit Card is accepted at millions of locations. If you don’t have your checking account at DCCU, this may be the ideal time to move it to us. There are no minimum balance requirements or monthly fees.   [Top] Debit Card Options How do I use my VISA Debit Card? VISA Debit Cards are taken as a payment option at millions of merchant locations. You may use your card as a "credit" or "debit" option. The "credit" option allows you to use your card anywhere VISA is accepted. Funds may be held for a 24-hour period and then taken out of your checking account. The "debit" option allows you to use your PIN number to conduct the transaction. Funds are taken out of your checking account instantly when this option is used. The "debit" function also allows you to get cash back, like an ATM, at some merchant locations.   [Top] Lost or Stolen Debit Cards What happens when a VISA Debit Card is lost, stolen or reissued? If your VISA Debit Card is lost or stolen please call toll-free: (888) 918-7712 immediately. When a card is replaced for any of the reasons listed above, a new Debit card will be issued.     [Top] Debit Card Activation Phone Number What phone number do I call to activate my Debit Card? In order for you to activate your Debit Card you must call: 1-866-985-2273 Checking [Top] Check Image Preparation   [Top] Check Imaging Where can I view images of my checks? You can view images of your check copies at your convenience through Home Banking. Copies are FREE to view and print. Click herefor more information.   [Top] Ordering Checks Can I order checks from an outside check printing company besides the credit union? Yes, you can. However, you will need to provide them with specific information to ensure your checks are ordered correctly. Please click here for more information.   Credit Cards [Top] Credit Card Payment Address What is the credit card payment address? Visa or MasterCard P.O. Box 96099 Charlotte, NC 28296-0099   Debit Capabilities [Top] ATM & Debit Card Processing   [Top] Debit at Point of Sale   [Top] Debit Cash Back How does debit with cash back work? If you wish to receive cash back from a purchase, you would do the following: 1. Choose Debit for the type of card being used 2. Enter the correct PIN for the card 3. Enter the amount of cash back needed This option is a way for you to bypass ATM surcharges and transaction fees associated with using Foreign ATMs.   [Top] Debit Information on Statements When I conduct a "Debit" transaction, what information will appear on my statement? In most cases, the transaction information will display the name of the merchant and address where the merchant is located. However, this information is completely controlled by the merchant. In some cases only the address will appear. DCCU has no control over this.   [Top] Overdraft Protection Will the system take into account my Savings balance / Overdraft status? Yes, the system will approve or deny all transactions based upon the balance in your account along with any funds available through overdraft protection set up on your account. This is an enhancement to current batch processing --- under the current method cross accounts are not recognized. With real time processing, all types of overdraft protection are recognized.   Home Banking [Top] Account Holds 1. What is an account hold? We may hold a portion of the funds in your account for a variety of reasons as noted below: a. Minimum Share Balance Hold - We require that you maintain a minimum balance in your account. b. Delinquency Hold - You have a loan payment that is past due and we have a policy of holding funds equal to the value of the payment. These funds will be released when the payment is received and posted. c. Check Hold/ATM Deposit Hold - You deposited cash or a check that has not yet cleared. These deposits typically can come from a foreign ATM. d. ATM Unposted Pending Hold - You made a withdrawal at an ATM machine that does not belong to us. The withdrawal has not yet reached your credit union account. e. POS Unposted Pending Hold - You used your credit union debit card, ATM card or credit card to pre-authorize a charge against your draft account, savings account, or credit card loan. A "hold" equal to the value of the transaction is placed on your account until the transaction is actually posted to your account. This can take as long as 3 to 5 days. f. ARS Unposted Pending Hold - You initiated a transaction through our audio response system that has not yet completed. Typically if you leave the system and come back you will see these transactions have completed and the hold has been released. g. PBS Unposted Pending Hold - You initiated a transaction through the Personal Branch system that has not yet completed. As with the previous hold, if you leave the system and return you will often find the transaction has been completed and the hold has been released. h. Debit/Credit Preauth Holds - You have used your debit or credit card to authorize a transaction with a local merchant. The authorized amount is held until the final transaction is posted to your account. i. Certified Draft Hold - You wrote a check from your draft account to a merchant. That check was certified by the credit union.   [Top] Pledge Account Holds 2. What is a pledge? Some of the funds in your account may have been used as collateral for a loan you have taken out with us. These funds could be held in your savings, checking and certificate shares. Lost/Stolen Cards [Top] Lost/Stolen Credit or Debit Cards How do I report a lost/stolen Credit Card or Debit Card? To report your lost or stolen Credit Card, call toll-free: (800) 449-7728; for a lost or stolen Debit Card, call toll-free: (888) 918-7712. Secure Email   [Top] Emailing a Secure Message How do I email a secure message? You can email DCCU securely in two ways: 1) Use the Contact Us link at the bottom of our web site. 2) Log into Home Banking and click on the e-Mail Us link. Using these two methods will ensure your sensitive account information is secure when emailing the credit union. Non Cash Municipal Securities   [Top] Municipal Securities and the Federal Reserve Bank How do I research information and receive payment for municipal securities? Please click on the following Federal Reserve Bank link for more information: Non Cash Municipal Securities