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Frequently Asked Questions (FAQ)


Check Cards  |   Credit Cards   |   Loans   |   Member Services   |   Other |   MFA


Check cards 

 

Will I have to pay fees for ATM usage?


CAMC Federal Credit Union has ATM machines at each of the CAMC hospital locations (CAMC General Hospital, CAMC Memorial Hospital, CAMC Women and Children’s hospital and CAMC Teays Valley hospital) as well as outside the credit union office. We do not charge a fee if you use ATM machines that are not owned by the credit union, however the financial institution that owns the machine will assess a fee on their end for foreign ATM card usage. Remember that your Visa check card works anywhere a merchant accepts VISA debit cards and at any ATM bearing the VISA, STAR or CIRRUS network symbol. When performing a Point-of-Sale, some businesses will give you the option of getting additional cash back when you make a purchase.


My Visa check card won’t work?

The credit union staff would need to know what denial message was given in order to effectively assist with this problem.

One possible reason that your card is not working could be that it has been demagnetized. This can be checked by bringing your card to the credit union and having it read.

Another reason may be that you have reached your daily available limits.


What are my daily Visa check card limits?

Limits are based on credit union account relationships. 


Can my daily check card limits be increased?

Yes, please contact the credit union for review of your account.


When will my Visa check card transactions post to my account?

Posting of Point-of-Sale (POS) transactions may take several days to post to your account, however, most merchants immediately place a hold on these funds from your Account. This hold is placed at the time your transaction with the merchant is completed and will remain on your account for up to three days or until the transaction posts.  By using a signature based transaction (non-PIN) you may reduce merchant holds, decrease your liability and increase # and $ of transactions.

 

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Credit Cards

 

How often is credit card information updated? 


Account balance, payment information and transaction summary information are updated nightly on regular business days. Available credit and credit line information are provided on real time basis. 

 


Why does my credit card account balance and my available balance not equal my credit line?


There are outstanding authorizations that have not yet posted as transactions to your account.  

By using a signature based transaction (non-PIN) you may reduce merchant holds, decrease your liability and increase # and $ of transactions.

 

 

 


Can I view my credit card statement online?

Yes, you can check for recent transactions to your account, available balance, etc... by clicking on the credit card icon on the website home page.

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Loans

 

When applying for a loan, what can I expect?

Our loan application process will require us to obtain information about you in order to complete the loan process. You will be asked to provide basic information such as:

  • Full name

  • Date of birth

  • Current and previous address information

  • Employment history 

  • Marital status

  • Income information

  • References

Next we will need to collect personal financial information about your assets and liabilities/debts. 

 

These may include:

  • Checking accounts

  • Savings accounts

  • Automobiles owned

  • Mortgage or rental information

  • Credit cards

  • Student loans

  • Other

Once we have an idea of your assets and debts, we will compare this information to determine your debt to income ratios.


Can I apply for a loan before I’ve selected the vehicle or home I wish to buy? 


Yes, this process is called pre-approval and gives you an idea of how much money you can borrow while you search for a vehicle or a home. You will be asked to provide the necessary income, assets and liability information. The loan will be finalized once we have a specific bill of sale or home purchase information.

 


What is an appraisal?


An appraisal is a report made by a qualified person, who sets forth an opinion or estimate of property value. Among other considerations of value, the appraisal uses recent local real estate sales activity as a major basis for valuation. When you apply for a mortgage loan or home equity loan or line of credit, your credit union will initiate the process to get an appraisal ordered.


What are closing costs?


Closing costs cover all the fees and expenses associated with a loan transaction. Closing costs may include fees for an appraisal, credit report, title, insurance, survey and points. Closing costs vary depending upon the loan product and the fees that are customary in the area.


Should I refinance my vehicle or home loan made outside the credit union?


Although each case must be evaluated on a case by case basis, here are some reasons that refinancing is a wise decision:

  • To lower your monthly principal and interest payments

  • To move to a secure, fixed rate loan

  • To take the cash equity in your home


What is the difference between a fixed rate mortgage and an adjustable rate mortgage?

A fixed rate mortgage is a loan in which the interest rate does not change during the entire term of the loan. With this type of mortgage, your monthly payments for principal and interest never change. An adjustable rate mortgage (ARM) permits the lender to adjust the interest periodically during the term of the loan.

 

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Member Services

 

How do I contact the credit union?


Call us at: (304) 388-5700 

Fax:         (304) 388-5730

Key-24:    (304) 388-5724 

or write to: 

CAMC Federal Credit Union
3400 MacCorkle Ave. SE
Charleston, WV 25304

E-mail- CreditUnion@camc.org

 

(Please keep in mind that E-mail transmitted via the Internet may not be protected or secure, and as a result may be intercepted or viewed by others. Therefore, we recommend that you refrain from sending confidential or private information via E-mail to your credit union.)


What is an ACH?

An ACH is an automated clearing house. You can initiate these transactions with a store merchant, utility company, insurance company, etc... for payment of regular monthly fees or services.

An ACH can also be used by a merchant for collection of a check that you wrote for a purchase. This is called a point of purchase (POP). Merchants also use the ACH process to collect on checks that have been returned as non-sufficient funds (NSF). 

 


Do I need to notify the credit union if my address, name or marital status changes?

Yes, for a change of address, please fill out a form complete with your signature so that we may update the information on our system. In the event of a name change due to marriage or divorce, we must have a copy of the recorded legal document (i.e. marriage certificate or divorce decree) that reflects the change.

 


How do I set up a direct deposit to my account?

We realize how valuable your time is, therefore, we strive to offer products and services to save you time and money. As a CAMC employee you are eligible to have direct deposit to your credit union accounts and/or loan payments. If you aren't currently taking advantage of this great benefit, we encourage you to stop by the credit union and a member services representative will be happy to help you get your direct deposit started. If you receive other sources of compensation (i.e. military pay, social security, workers compensation, annuity payments, or work for an employer that offers direct deposit of your payroll) you can also elect to have direct deposit to your account by providing the following information or a voided check may be requested by your employer or compensation source. 

  • Financial institution address

  • ABA/routing # (located on the bottom, left hand side of the check) 

  • Your checking account number (beside the ABA/routing number - eight digits)

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Other

 

What should I do to protect myself from identity theft or fraud? 

 

CAMC Federal Credit Union works hard to keep your information secure. You can also help by following these tips to protect your information:

  • Store personal information in a safe place. Tear up or shred old receipts and account statements before throwing away.

  • Protect your personal identification numbers (PINs) and other passwords. Do not share them with anyone.

  • Review account statements and billings carefully to ensure the information is accurate.

  • Guard your mail from theft by depositing bill payments directly at the post office instead of leaving them in the mailbox. Promptly remove all incoming mail.

If you believe you have been the victim of fraud or identity theft take immediate action.

  • Contact your financial institution or creditors for any accounts that may be affected by fraud to have accounts or credit/debit cards suspended from use. 

  • File a report with the police department where the fraud took place. Make sure that you obtain  a copy.

Contact the fraud departments listed below:

  • Equifax: 1-800-525-6285

  • Experian: 1-888-397-3742

  • Trans Union: 1-800-680-7289

  • Social Security (fraud line): 1-800-269-0271


When must the credit union close an account held by a deceased member?

According to the federal credit union bylaws, article III, section 5, the share account of a deceased member may be continued until the close of the dividend period in which the administration of the deceased member’s estate is completed, but not to exceed a period of 4 years. If the account is a joint account, the joint owner may still maintain an account with the credit union. There may be estate issues surrounding the assets in the joint account, which would be determined by the member’s will or the estate. 

 


Can account information from CU-Online be downloaded to Microsoft Money?

 

Yes. Once you access your accounts on CU-Online, go click on Account History and select the account you wish to review. At the bottom of the page is an icon titled download to Microsoft Money, click on that icon and your account information should download.  


 

How do I access CU-Online ?

  • First time users, you will need to complete a new enrollment for internet banking at the bottom of the CU-Online login page. Once your password has been approved, you will receive notification via email that it was accepted. Please provide a current email address with enrollment. 

  • Reminder: Your CU-Online login password must be at least 8 characters and alpha-numeric as instructed on the password change screen. 

  • Next, you will be asked to enroll in Multi-Factor Authentication (MFA) which will include choosing your personal digital image and caption as well as several security questions to which only you would know the answers. Once this occurs, you have added a layer of protection to your account. Now you're ready to access your credit union accounts! 

  • If you have problems accessing CU-Online, forget your password, experience an account lockout, or have trouble with a service feature, please contact our member service department at (304) 388-5700. 

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Multi-Factor Authentication (MFA)

  

Why is MFA being added?

 

We take our obligation to protect members seriously. To make your online banking experience as secure as possible, we are introducing a new security feature called Multi-Factor Authentication (MFA). After you enroll in this new security system, most of the time, your logon will be the same as it was before. The only difference is that now you will have an extra layer of security working behind- the-scenes to protect your account 24/7, even when you are not online. 


What is MFA?

 

MFA stands for Multi-Factor Authentication. It is a new security system for your home banking account that adds an extra layer of protection to your online account. The new security feature provides an image and phrase that is personalized by you.


Why do I need this new security system?

 

The increase in threats to the security of personal financial information and funds are causing concern among credit unions, members and regulators. According to the Federal Financial Institutions Examination Council's suggestion, we will implement MFA on our home banking product. We are committed to proactively protecting our members against fraudulent online attacks like "phishing" (malicious requests for your personal information.) 


How does MFA work?

 

When you enroll in MFA, you will select an image and a phrase known only to you. Whenever you log on to your home banking account, the system will display the image you selected so that you feel confident that you are accessing your legitimate home banking site and not an imposter site. 

 

The system also checks the computer(s) that you are using to access your home banking account. Typically you will access your account from one or two computers, such as at home or work. The system remembers your computer if it is registered when you set up the security system. If you log on from a different computer, the system will take additional steps to verify your identity, such as asking you to provide the answers to your own personal security questions.  


How am I more secure with MFA?

 

If the user name and password are stolen, the third party will still not be able to access your account  because he or she is not at your registered computer. And since the computer is not registered, the system will prompt the security questions to which only you know the answers.


How do I sign-up for MFA?

 

Expect to be prompted at some point while banking online to enter additional information. This will include choosing your personal digital image and caption as well as several security questions to which only you would know the answers. Once this occurs, you have added a layer of protection to your account. 


What keeps someone from stealing my secret image and phrase?

 

The system only show your secret image and phrase if you log on from your own computer, or after you have answered the security questions. So, it is not possible for an unauthorized person to get access to your image and phrase.


Why am I being asked a question when I try to log on?

 

The system asks you a secret question when it detects that you are trying to log on from a different computer than the one you used to register MFA. This is to prevent someone with stolen passwords from logging on to your account from a remote location. Since only you know the answer to the questions, the system will know whether it's really you. Generally you will be asked to answer a secret question only when you log on for the first time from a new computer. After you answer the question, you will be asked whether to register this computer for future logons. If you are using a personal computer and plan to use it again to access  your account, you answer yes. If you are using a public terminal, you will want to answer no.


Can I access my account from multiple computers?

 

Yes. There is no limit to how many different computers you can use to log on to from your home banking account. However, if you log on from a new computer or a public terminal, you will need to go through one extra step of identification validation by answering some security questions. This helps protect you by keeping unauthorized people from accessing your valuable information.  


I share my computer with someone who has his/her own credit union account. Can both of us still log on from the same computer?

 

Yes, you can both use the same computer to log on to your individual accounts. There is no limit to how many people can log on to the credit union web site from the same computer.


What happens if someone steals my password? How will the new security system keep them from accessing my account?

 

When someone tries to log on using your user name and password, the system will recognize that they are logging on from a different computer, and ask them some security questions. Since only you will know the answers to your secret questions, they will not be able to give a correct answer. They will not be able to log on.


Can I change  my secret image and phrase?

 

Yes, you can change your secret image and phrase at anytime. To make the change, go to the MFA preference screen after you log on to your account. Important!!! NEVER enter your password without seeing your personal secret image and phrase.


I don't see my secret image and phrase after logging on from my home computer and the system is asking me a question. What is happening?

 

This might happen in rare cases if you have deleted all your cookies on your computer. The security question is a way to validate your identity. The easiest way to ensure this is by typing your credit union's URL directly into your web browser's address area. Then, after you answer the security question correctly, you should see your secret image and phrase. If your secret image and phrase is there, you can be confident that you are at your home banking web site and can enter your password.


I already have anti-virus software and a personal firewall installed on my computer. Why do I need MFA?

 

It's good that you use anti-virus software and a personal firewall. Be sure that you keep both software programs up-to-date for the best possible protection against viruses, Trojans, and hackers. MFA protects against other threats, such as stolen user name and password. It works with your other personal security programs, but it does not replace them.     


When will I be asked for more information?

 

 The system will ask you some personal questions when you first set-up MFA. You will only be prompted to enter additional information when the PC you are using is not registered.


What do I do if I am locked out from my account?

 

You will have to call the credit union at 304-388-5700 to clear out your lockout.


How do I know if MFA is working?

 

You only need to complete the set-up process once. Afterwards, MFA will work automatically. That means you are being protected 24/7 - when you're online and when you are not.


Is my personal information still safe?

 

Yes. In fact, your personal information is safer than ever before because the security system is making sure it is really you and not an unauthorized user trying to access your information. 

 

 

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