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Frequently Asked Questions

[ Deposit Accounts | Lending: General, Business ]
[ Community Visa | ATM & Visa Check Cards | Ernestine ]
[ Tax Payments | Internet Banking | Online Bill Payment ]
[ Matricula | Community | Wiring Money ]

We've provided some answers to common questions, grouped according to each area of the Web site. You can scroll below, or use the quick links above to jump directly to a specific topic.

Deposit Accounts

Q: Where are all the branches located?
A: Our branch locations are:

Santa Cruz:

• 324 Front Street, near Laurel

Watsonville:

• 1428 Freedom Boulevard, in the Crestview Shopping Center

Q: What do I need to open a savings account?
A: You need to reside or be employed in Santa Cruz or north Monterey County. Please bring a valid identification card. There is a one-time $10 nonrefundable membership fee to join the SCCCU and you must maintain a minimum balance of $25 in your savings account at all times. If you maintain a minimum daily balance of $100, our $2 monthly fee will be waived.

Q: What are your rates for checking accounts?
A: The monthly fee depends on how many checks you write per month. We have a Essential Checking account that has no monthly fee and allows you to write up to 7 checks per month* for free. The Standard checking account allows you to write up to 40 checks per month* with a monthly fee of $8. With the Super checking account you can write an unlimited amount of checks with a $10 monthly fee.

* Each additional check incurs a processing fee of $.75 per check.

Q: If I open a savings account can I get a Visa Check Card?
A: No. Our Visa Check Card must be linked to your checking account.

Q: When do my savings and checking account statements arrive?
A: Statements arrive at your home the first week of every month. Savings account statements are sent out quarterly and are printed on the same page as your checking account statement if you have both types of accounts.

Q: Why is there a $9.00 fee showing up on my account at the end of this month? I thought that as long as I kept $100 in my savings I wouldn't get a monthly fee.
A: The $9 is probably an excessive withdrawal fee. If you keep at least $300 in your savings account, this fee is waived. However, if your balance is below $300 you may only withdraw money from your savings account one time each month without incurring a fee. There is a $1 fee for each additional withdrawal. To avoid a $2 monthly fee, you must maintain a minimum daily balance of $100 in your savings account.

Q: Why did the ATM receipt print that I only have $30? I know that I have at least $55.
A: The ATM prints what you have available. Since $25 has to stay in your account at all times it does not include that amount on your receipt.

Q: Why did some of my checks bounce this month? I have overdraft protection coming from my savings account and I have more than enough money to cover those checks.
A: Reg D is a government regulation that allows up to 6 automatic transfers from a savings account per month. Once the 6th withdrawal has taken place, your requests to transfer funds from your savings account by Ernestine transfers, automatic payments or overdraft protection will not be processed.

Q: I received a purple Visa Check Card, but I already have a Community Visa Card. Should I cut this card up?
A: The turquoise colored card is still your Community Visa Card but the purple Visa check card is your new ATM and check card.

Q: Why did I get an $22 fee for a check card purchase that was authorized? My old ATM wouldn't allow me to withdraw money from my account if it wasn't available.
A: Some merchants will authorize an amount greater or less than the actual purchase amount. To keep better track of what is in your account we recommend tracking your purchases with a check register just as you would with your checks.

Q: I deposited my payroll check into my account using another ATM machine but now I can't access those funds. I thought that they would be available the next business day.
A: There is usually a six-business-day hold on the funds deposited at an ATM other than your own financial institution. It is up to the other financial institution to release the funds. We suggest using our ATM or using our night deposit drop if you need the funds by the next business day. Note: ALL checks deposited into your account are subject to our check hold policy.

Q: Can I deposit my wife's tax return check into my account? I've been a member for over 10 years.
A: You can deposit your wife's tax return check only if she is a signer on your account and she has endorsed the check. Third party government checks are not allowed and there are no exceptions allowed.

Q: Can I make a loan payment over the phone with my credit card?
A: We do not have the capability to accept other cards other than in our ATM machine.

Q: Your hours don't work for me. Is there any way for me to do my banking without coming in?
A: Internet Banking and/or Ernestine, our 24-hour free phone service can help you with account inquiries, transfers. Ernestine will even send you a cashier's check in the mail. Your Visa check card or ATM card allows you to access your account through an ATM.

Q: I'm going to be moving to Texas. Can I keep my membership open?
A: Of course! But please fill out a change of address form. You can send your deposits through the mail, make transfers through Ernestine and your ATM and Visa check card will remain valid.

Q: Can I add my friend to my account without being present?
A: Yes. You must first sign an authorization form and your friend must bring the signed form into one of our branches. We can then add your friend to your account.

Q: My secretary will need to know what my checking account balance is from time to time. Can I just make a quick phone call to allow her to view my account?
A: No. We need your signed permission and that of any other signers on the account, allowing us to disclose balance information. The permission notice must include your secretary's name, his/her mother's maiden name or codeword, and his/her driver's license number or social security number.

Q: Can I order checks from you over the phone?
A: No, because we need your check reorder form or a deposit slip from your checkbook. You can re-order checks directly from Liberty either online from Liberty Online's Secure Check Re-Order Web site or by calling them direct at 877-585-8777.

Q: Is there any way for me to get a copy of a check that I wrote last June?
A: Yes. You can request up to 2 copies per month and each additional copy is $2.50 each.

Q: Does the credit union recycle?
A: Absolutely! We make an effort to be as environmentally conscious as practical, and make certain all financial receipts/records are recycled confidentially/securely.

Q: Do I earn dividends on my deposit accounts?
A: You earn dividends on your savings account but not on your checking account.

Q: When do dividends begin to accrue?
A: Dividends begin to accrue on the business day you deposit cash and non-cash items (e.g., checks) to your account if deposited in person before the close of business.

Q: What are the dividends rates?
A: Go to our rates page to view our current rates.

General Loan

Q: Do I need to be a member of the CU in order to apply for a loan?
A: No, you don't need to be a member of the CU to apply. However if you are approved for a loan you are required to open a membership.

Q: What are the requirements to become a member?
A: If you live or work in Santa Cruz County or north Monterey County, you qualify for membership. There is a one-time membership fee of $10.00, when opening your membership. You can open your membership savings account with as little as $25.00. We recommend a $100.00 initial deposit to avoid the $2.00 monthly charge.

Q: What kind of documentation do I need for the loan?
A: We require our applicants to fill out a complete application. We require one month of recent pay stubs. If you're self-employed, a copy of your last two years' tax returns, including all schedules, will be required.

Q: Should I call to set an appointment before turning in my application?
A: An appointment is not necessary. You can drop off your application at either of our branch offices or you can mail or fax it. You can also securely submit your application through our web site.

Q: How long is the loan process?
A:

• Consumer Loans usually take 24 to 48 hours.
  
• A Mortgage Loan could take up to 2 to 3 weeks.
  
• A Business Loan could take up to 4 to 6 weeks.
  

Q: How can I apply for a loan at the CU?
A: You can come into our office and get an application in person or you can visit our web site and apply online. We can also mail or fax you the application.

Q: If I currently have or had bad credit in the past can I still apply for a loan?
A: Yes. When processing your application we will determine if you qualify for a loan, or we may have other loan options.

Q: Do I need a co-signer for my loan?
A: We are unable to tell you until we have processed your application.

Q: If I'm paying off my credit cards with my Visa does it affect my interest rate?
A: No, we do not increase your interest rate when paying off other credit cards, nor do we charge a fee for the service.

Q: Is there a higher rate for cash advances?
A: No.

Q: What is a Share Secured Loan?
A: A Share Secured Loan is a loan that is secured by the money in your savings account. These types of loans are for those members trying to establish or re-establish credit.

Q: Does the Credit Union share my personal information with other companies?
A: No, we do not sell or share member information with other companies. The Credit Union does report all loan information to the credit reporting agencies that may include Experian, Trans Union, and Equifax.

Q: What is a FICO Score and how will a FICO Score affect my rate?
A: A FICO Score is a factor that lenders use when determining your credit risk. These factors are made up of the following:

a) Payment History
b) Amounts Owed
c) Length of Credit History
d) New Credit
e) Types of Credit Use

Most Lenders determine what your rate will be according to your FICO Score. However, lenders look at many things when making a credit decision including your income, how long you have worked at your present job, and the kind of credit you are requesting.

Q: Do you provide SBA Loans?
A: Yes, if you own a business in Santa Cruz County or North Monterey County, we have SBA loans to fit your needs.

Business Accounts

Q: What is a Business Account?
A: A business account can be either a savings or checking account that entitles you to:

• Use of the Merchant Teller Window
• Placing orders for currency or coin
• Making IRS payroll tax deposits
• and more...

Q: Why do you need a business account?
A: If you have any size business and want to keep your funds separate from your personal account, you will find a business account useful.

Q: If I only want to obtain change, can I use Merchant Teller services?
A: Yes. Coin/currency requests and use of the Merchant Teller are considered business account needs.

Q: What does a Business Account cost?
A: The cost of a business checking account will depend on the plan you choose. The SCCCU offers three comparable plans to meet your business and budget needs. Fees are waived with a minimum daily balance in checking. Business-related fees may be charged for high volume coin/currency needs and deposit preparation or correction.

Q: What should be included in my Business Plan?
A:

• Summary of Business
  
• Analysis of Business
  
• Management
  
• Financial Data

Community Visa

Q: What if my card is lost or stolen?
A: Call 1-800-682-6075 immediately at any time to put a block on your card.

Q: How is my credit limit determined?
A: Your initial credit limit is established on the basis of your credit experience, debts, and income.

Q: Can my credit be increased?
A: After you have used your card for at least twelve months and demonstrated an ability to repay, or your income has increased substantially or your expenses have decreased, you are welcome to apply for an increase by submitting a Community Visa Request for Credit Limit Increase. If you need temporary additional credit, you can make a payment greater than your balance.

Q: How can I access my Community Visa loan account?
A: Community Visa is a revolving credit line, which can be accessed by using the credit card for purchases, visiting or phoning the Credit Union to request a cash advance, through participating banks, or through a Visa-sponsored automatic teller machine (ATM). You can also link your Community Visa account to your Credit Union ATM card. By using Internet Banking or calling Ernestine, the 24-hour touchtone teller, you can determine your available credit. However, purchases and cash advances from the previous three business days may not yet be deducted from the available credit balance. Payments you have made that day, although included in the available credit balance, are not transmitted to Visa USA until the next business day.

Q: What is the minimum monthly payment on the account?
A: The minimum monthly payment is 3% of your balance on the last day of the previous month, or $10.00, whichever is greater. The required payment will also include any overlimit fees and late fees, any past due amount, plus any overlimit amount. If you fail to make your required payment within ten days after the due date there is a late fee of $10.00.

Q: How can I avoid paying finance charges?
A: No finance charges (interest) are assessed on current purchases if the balance is paid in full each month or before the payment due date shown on your statement.

If your balance is not paid in full by the due date, your next statement will include a finance charge based on purchases itemized on your current statement and prior statements. You cannot avoid finance charges on cash advances, which begin accruing on your entire balance the date the advance is posted to your account.

Q: How can I obtain cash from Visa-sponsored ATMs?
A: To receive cash at an ATM, a Personal Identification Number (PIN) is required. If you would like a PIN, please come to either of our offices or contact our Visa Coordinator. You may obtain a cash advance from Visa-sponsored ATMs only. The Visa logo appears on these machines.

Q: How can overdraft protection save me penalties?
A: Community Visa offers Santa Cruz Community Credit Union cardholders overdraft protection choices for their Santa Cruz Community Credit Union checking accounts. If you overdraw your checking account, our computer can automatically transfer a cash advance from your Community Visa credit line to cover the overdraft (if there is sufficient credit and your payment is not past due). The minimum advance is $50 and there is a $4 transfer fee. Advances are transferred in $50 increments. Finance charges accrue from the date of the advance until it is repaid.

Q: Can my Community Visa loan payments be automatically made from my Santa Cruz Community Credit Union savings or checking account?
A: Yes, if you authorize to do so in advance. Our computer can automatically transfer the Minimum Payment Due or the New Balance Due if you have not already made a payment by the due date. We strongly recommend that you choose an automatic payment option so that you never incur a Late Payment Fee. If you choose the Minimum Payment Due option, you can still make an additional payment each month to pay the outstanding balance. Every month in which you have a Minimum Payment due, even if only $.01, the Minimum Payment Due must be made in order to avoid a Late Payment Fee.

Q: How are payments applied toward my balance?
A: Payments are applied:

• first to any fees that may be due,
• then to finance charges that may be due,
• then toward previous months' purchases,
• then toward previous months' cash advances,
• then toward the current month's purchases
• and last toward the current month's cash advances

Q: Can I still get a Community Visa card if I have no credit or poor credit?
A: Possibly. On a case by case basis we will consider issuing a share-secured Community Visa card. This type of Community Visa card has a credit line equivalent up to 200% of frozen funds on deposit at the Santa Cruz Community Credit Union, depending upon your financial situation. Also, we will consider cosigner-secured Visa requests for members with limited credit.

Q: How do I obtain the legal document that defines my Community Visa loan agreement with the Santa Cruz Community Credit Union?
A: You'll get a Community Visa Cardmember Agreement when you receive your card. You're welcome to obtain an advance copy by calling the Credit Union.

Q: What is the Community Visa Donation Fund?
A: Each time you use your Community Visa card, the Credit Union deposits five cents into the Donation Fund at no cost to you. Cardholders vote on which local nonprofit organizations will receive Community Visa donation funds for the upcoming year. As of June 2000, this fund has contributed more than $27,000 to local nonprofits.

ATM & Visa Check Card

Q: What is the ATM & Visa Check Card?
A: Our Visa Check Card is a new and improved ATM card. It not only allows you to continue to make PIN-based transactions like our old ATM card but it allows you to make signature-based or "credit" transactions at many, many more locations - in every store where the Visa logo is present. Check cards are also widely known as debit cards; check cards and debit cards are the same product.

It works like an electronic check, and now you can make withdrawals from your checking account around the world. There are many businesses - restaurants, gas stations, airline reservation systems, mail order catalogs, online stores and more - that only accept cards if they have a Visa logo on the front. Now you will be able to use our purple Visa Check Card at these businesses. Additionally, you do not always need to use the PIN machine to use your card, as with your ATM card - you can use this card when buying a meal, a plane ticket over the phone, or when ordering an item online.

Q: Does it replace my old ATM card?
A: Yes. There is no reason to keep both your ATM card and your new purple Visa Check Card. This is a new and improved version of your old ATM card. Because it has the Visa logo on the front, it will allow you to make purchases in 22 million locations nationwide.

Q: Is it a credit card?
A: No. While the new purple Visa Check Card may sound and look a little like a credit card, it's not. When you use the purple Visa Check Card as an ATM card or as a check card, it simply deducts purchases from your checking account. There is no credit advanced, so there are no interest charges. Charges are settled immediately and the amount of money you have available is what is in your checking account - no more. Transactions will show up on your monthly checking statement, not your Visa bill.

Q: How do I use it?
A: We suggest you use the signature-based (or "credit") function when making a purple Visa Check Card purchase at a local merchant. Just select the "credit" option or tell the cashier you want to sign for the purchase and then, sign the receipt. Selecting the "credit" function means that that you must sign for the purchase. You will not need to key in your PIN.

You may also continue to use your PIN to make withdrawals at an ATM or to make transactions at a merchant. Both types of transactions will be automatically deducted from your checking account.

Q: How do I activate it? When do I get my PIN?
A: Call the 800 number included with your card from your HOME phone and initialize your card by following the prompts. Once you have completed this procedure, your card is ready to use. If you are unsure of your PIN or have never received one before, rest assured. You will receive confirmation of your PIN by mail one or two days after you receive your Purple Visa Check Card.

Q: When does a purchase get deducted?
A: The amount of each purchase will be held immediately, although actual settlement depends upon the merchant. Settlements usually occur within 3 days. However, your available funds will be immediately reduced by the amount of the hold.

Q: How do I keep track of transactions?
A: Record keeping is easy because every transaction is detailed on your monthly checking account statement. Your records will show the merchant name and location, the transaction amount, and the date of the transaction. We recommend saving your receipts to compare transactions against your monthly statement and keeping track of your available balance each time you use your card. You will not receive a separate statement for your purple Visa Check Card transactions. They are simply part of your checking account activity.

Q: What if my card is lost or stolen?
A: Call 800-682-6075 immediately to put a block on the card.

Ernestine

Q: Who's ERNESTINE?
A: Ernestine is our 24-hour phone service. It allows you to access account balances, dividends, checks paid, deposits, withdrawals, send you a check by mail, transfers, and payments - all by phone.

Q: What is the phone number for Ernestine?
A: 831-427-5200. You can also always call the SCCCU main line, 425-7708, and then follow the prompts to get transferred to Ernestine.

Q: Ernestine doesn't work for me. It doesn't recognize my member number.
A: Ernestine will not recognize a member number if you are not added to the system. It only takes a second to sign up!

Q: When I called Ernestine I couldn't get past the member number prompt. Am I doing something wrong?
A: Make sure that you are not entering the two letters of your last name. Ernestine will not recognize them as part of your member number. It may also be possible that you are using the wrong access code for your account. Please check with a teller or call Member Service to change it to something you can remember.

Q: I am unable to transfer money into another membership. Is there a specific service code for this?
A: Yes. The service code is 29 followed by the pound sign (#) but you and the receiver must sign a transfer agreement.

Q: Can I find out the balance of my IRA account through Ernestine?
A: Yes. The service code is 15 followed by the pound sign (#). Then enter your IRA account number.

Q: Can I find out if my night drop deposit from last night has been posted to my account?
A: Yes. The service code for deposits is 8 followed by the pound sign (#). Ernestine will tell you the available balance.

Q: Can I find out how much interest my Certificate made last year?
A: Yes. The service code for dividends received on any kind of savings account is 18 followed by the pound sign (#).

Q: Is it possible to find out if a check has cleared my account?
A: Yes you can. The service code is 17 followed by the pound sign (#). You can either press a specific check number or pound sign to hear the last three checks. (1 followed by the pound sign will allow you to hear more, endlessly.)

Q: Can I receive a check by mail?
A: Yes. Ernestine will mail you a cashier's check in your name to the address you have on your membership.

Q: Is there a way to check on the interest paid on my loan, year-to-date?
A: Yes. The service code is 19 followed by the pound sign (#).

Q: How current is my Visa balance?
A: Unfortunately Ernestine does not take into account transactions that are pending or payments that have not been posted to your Visa account.

Tax Payents

Q: How can I make tax payments through SCCCU's Treasury Tax and Loan service?
A: SCCCU will discontinue accepting tax payments effective 12/31/09, and anticipates delays in the processing of tax payments received prior to 12/31/09. We encourage you to manage your payments via the Electronic Federal Tax Payment System (EFTPS) website www.eftps.gov or call EFTPS Customer Service at (800) 555-4477. EFTPS allows you to pay federal taxes via the telephone or internet. This service is secure, free, easy to use, and enables you to be sure your payments are always on time. It also aligns with Santa Cruz Community Credit Union's triple bottom line policy, by eliminating the many pieces of paper currently generated for payments, as well as the automobile delivery to the processing center in San Leandro.

Internet Banking

Q: Do you offer Internet Banking?
A: Yes.

Q: How do I sign up?
A: You will need: An Internet browser. We recommend Microsoft Internet Explorer 5.5 & above or Netscape Navigator 6.0 & above.

1. Connect to our web site at www.scruzccu.org.
2. Once on the Santa Cruz Community Credit Union home page, click on "Internet Banking".
3. This FIRST TIME ONLY, you will log in using your Member Number, the last 4-digits of the primary member's Social Security Number and the security code that is shown on the login screen.
4. You will then be asked to change your password to an 8-CHARACTER PASSWORD. This will be your new password to use every time you access your account information.

If you have any questions or have difficulty logging on to our Internet Banking site please call a member service representative at 831-425-7708, ext 6.

Q: Can I view accounts online?
A: Yes, with our Internet Banking service we offer a quick and efficient way to manage your money. You can: Access all of your accounts, Check balances and transfer funds, Review you account history, View cancelled checks and Export account information to Quicken, Microsoft Money or other financial planning software. (Please note that Quicken downloads are available for pre-2005 versions only.)

Q: Is my financial information secure when I use Internet Banking?
A: When it comes to your money, we know that security is a top priority. We have taken every precaution to ensure that your account information is safe and secure. Using the latest methods in data encryption and firewall technology, we have addressed security at many levels, enabling you to manage your finances with comfort and peace of mind.

Online Bill Payment

Q: Do you offer Online Bill Payment?
A: Yes.

Q: Can I really pay bills using this service?
A: Yes, Our new online Bill Payment program is a simple and convenient way to pay your bills. With just a few clicks of your mouse, you can pay bills more efficiently than ever before, eliminating the need to write checks and but stamps. Pay anyone you choose, whenever you choose - even the local paper carrier. You can set up an unlimited number of bills to be paid from you shares account on a one-time or recurring basis. Just enter the payment due date and we will do all the calculations necessary to get your payment to its destination on time.

Q: How much does Online Bill Payment cost?
A: Online Bill Payment is FREE. We strive to offer you an online Bill Payment service that is safe and dependable. Rest assured that we will pay your bills by the due date when payments are scheduled to the terms and conditions of this service. Our web site is secured by the latest technology and rigorous security requirements

Q: How can I sign up?
A: Enrolling in our convenient online Bill Payment service is easy. You will need an Internet Banking account. If you do not have an online account, connect to our web site at www.scruzccu.org, click on "Internet Banking" and follow the instructions on the login screen.

1. Log in using your member number, password and the security code that is shown on the login screen.
2. Select the "Pay Bills" tab at the top of the screen.
3. You will be presented with an enrollment form. Please complete the form and read the service agreement.
4. We will process your request in one to two business days. We will send you an e-mail notification when you Bill Payment account is open.

If you have any questions or have difficulty logging on to our Internet Banking site please call a member service representative at 831-425-7708, ext 6.

Matricula

Q: Can I use my Matrícula Consular to open an account?
A: Yes, as long as it was issued after April 17, 2002, and it carries your current address.

Q: Where can I get a Matrícula Consular card?
A: The Mexican General Consulate in San Jose issues the Matrícula Consular. You can contact the Consulate directly by phone at (408) 294-3414 or by fax at (408) 294-4506.

Q: Can I wire money to Mexico if I open an account using my Matrícula Consular?
A: Yes.

Community

Q: Do you have to be a member to participate in your Community Visa Donation program?
A: Yes. To nominate an organization, you must be an SCCCU member and you must be a Community Visa cardholder to vote. If you are a nonprofit and would like to be nominated, your organization must be an SCCCU member.

Q: I have a Community Development idea. Can I contact you to discuss it?
A: If you have a Community Development idea, please write it up - half-page or full page - and email to sheilas@scruzccu.org.

Q: How do I find out about More Than Just Commerce?
A: Visit www.morethanjustcommerce.org for detailed information and sign up online.

Wiring Money

Q: Is there a fee to wire money?
A: There is a $10 fee for incoming wires, a $25 fee for domestic outgoing wires, and $35 for foreign outgoing wires.

Q: What do I need to give to the financial institution that will be wiring the money into my SCCCU account?
A: You will need to give them our routing number (321180939) and your member number.

Q: If I submit the wire information to the SCCCU when will the funds be received?
A: Wires submitted before noon today will be sent between 12:30 and 2:30 pm. The time that the funds will be posted at the receiving financial institution varies, depending on time zones and if we have all the correct information.

Q: Can I wire money over the phone?
A: Our policy is to not accept wires over the phone.

Q: When I wire money in or out of the country does the exchange rate occur at the SCCCU or at the corresponding financial institution?
A: The exchange rate may be calculated by the corresponding U.S. financial institution or by the foreign bank.

Q: Do you have a special wiring service to Mexico?
A: Yes. You can wire up to $1000 for $10 to over 7000 locations in Mexico. We will give you the exchange rate at the time of wiring and funds are available for pick-up immediately.