Frequently Asked Questions (FAQs)
To assist you, we have compiled a short list of the most frequently asked questions and answers.
Debit Card Questions
Q. What is the daily limit for withdrawal on my Debit Card?
$810 per Business DayQ. Can I transfer or deposit funds in my account and use my Debit Card to make purchases the same day?
Internal transfers and certain deposits made to your account will be available to be use with your Debit Card to make purchases on the same business day based on the maximum limit allowed per transactions type: Cash; State, and Local government checks, that are payable to you; Cashier’s, certified, and tellers checks that are payable to you; Federal Reserve Bank Checks, Federal Home Loan Bank Checks, and postal money orders, if these items are payable to you.Q. I used my Debit Card but I don’t see it posting to my account for 3 days?
Debit Card purchases made with a credit option, will reflect on your statement after the merchant batch their transactions and notifies the Credit Union.Q. How do I get a Debit Card?
Please visit or call us at one of our locations or make your request via online banking.Q. I lost my Debit Card what should I do?
To report your debit card lost or stolen, contact Visa at 1-800-472-3272. You can also visit us at one of our locations or call us to report your debit card lost or stolen.Q. What is the daily limit on purchases when using my Debit Card?
Debit Card purchases per business days: Pin base: $810, Card not present: $2500, Signature base: $4000Q. Is there a fee to replace my Debit Card?
There’s a $15 fee to replace your debit cardCredit Card Questions
Q. If I lost my Credit Card what should I do?
To report lost or stolen card, contact Visa at 888-999-7729.Q. Can I view my Credit Card transaction and or make a payment online?
Yes. To view your statement and/or make payments, go to www.refcu.org and click on “Online Banking Login” or “Make a Payment”Q. Do I have to go to the Spring Valley location to get a cash advance?
No, you can stop by any one of our branches or go to any bank with a valid ID.Q. Are there Foreign transactions fees?
Yes, 1% of each multiple currency transaction in U.S. dollars, and 0.80% of each single currency transaction is U.S. dollars.Q. Are there any fees for Cash Advances?
Cash Advance Fee - $5.00 or 2.00% of the amount of each cash advance, whichever is greater (Maximum Fee: $500.00)..Q. When travelling (traveling) should I let anyone know in case I have a problem with my Visa Credit Card?
Yes, click the cards feature on the REFCU mobile app..Q. What should I watch for in the mail when I'm expecting a new Visa Credit Card, ATM or Visa Debit Card?
You will receive a plain white envelope NOT displaying the credit unions name. It will only have a return address in the top left corner. This is for security purposes, people looking to steal cards look for mail with bank and credit card information on them.ATM Card Questions
Q. What is the daily limit on my ATM card?
$510 per business dayQ. Can I use my ATM card to make purchases?
Some merchants will allow ATM cards to make purchasesQ. Is there a fee to replace my card?
Yes, there’s a $5 fee for replacing ATM cardsLoan Questions
Q. Can I get an add on to my loan?
No. We do not add on to existing loans any longer. However you may be able to get a second loan.Q. Do you need to pull my credit report?
Yes. We will be pulling a credit report for each loan request over 60 days.Q. How much can I borrow?
It’s best to complete a loan application entirely and put an amount that you need and the purpose of your loan.Q. How long does it take to get a loan?
Usually within 3 business days however may be longer depending on amount of loan applications received at a given time due to loan specials that the credit union may be offering.Q. Do I have to put money down if I want to purchase a car?
It depends on your credit and value of the vehicle based on Kelly Blue Book or NADA and the amount you wish to borrow.Q. What types of loans do you offer?
The credit union offers personal loans, auto, motorcycles, boats, RV’s, 1st mortgages, home equity, share or cd secured loans, and VISA credit cards.Q. Can I get an emergency loan?
Yes. You will need to submit a completed loan application, proof of income, and proof of emergency. The maximum is $1,000 for up to 12 months @ 17.99% APR.Q. What is a pledge on a loan?
The credit union has a pledge on personal loans and you may be required to pledge 10% of the loan amount in your share account. You earn interest on that money held and will be secured till you pay off the loan.Q. Is there a penalty for paying off a loan early?
No. There is no prepayment penalty and you may pay off your loan anytime you wish.Q. Can I pay more than my payment?
Yes. You can pay more than your scheduled payment amount. Any amount more than the scheduled payment will go to principal and you will still be required to make your next scheduled payment. Paying double or a lump sum payment doesn’t allow to skip future payments.Member Service Questions
Q. If my loan becomes delinquent, when will I receive a late notice?
Late notices are sent at 7, 14, and 21 days to remind members that their loans are past due, and to contact us. After 30 days past due, the past due loans will be reported to the Credit Bureaus.Q. How much is the late charge for a delinquent payment, and is there a grace period on my loan before I would be charged a late fee?
Your loans do not have a grace period. However, the credit union will allow 14 days before assessing a late fee. After 14 days a late charge of five (5%) of the loan payment due or $20.00 whichever is greater, will apply.Q. If I am having financial difficulty & need to work out a payment plan for my loans, how do I go about doing that?
If a member is experiencing financial difficulties it is best to contact the Collections Department as soon as possible to explore solutions.Q. Can I pay my delinquent loan with a credit card over the phone?
No, we do not accept payment for delinquent loans with a credit card over the phone; however, you can make payments via ACH debit for one time or recurring payments.Zelle Questions
Q. What is Zelle?
Zelle is a fast, safe and easy way to send money directly between almost any bank accounts in the U.S., typically within minutes1. With just an email address or U.S. mobile phone number, you can send money to people you trust, regardless of where they bank2.Q. Who can I send money to with Zelle?
You can send money to friends, family and others you trust2.Since money is sent directly from your bank account to another person's bank account within minutes1, it's important to only send money to people you trust, and always ensure you've used the correct email address or U.S. mobile number.
Q. How do I use Zelle?
You can send, request, or receive money with Zelle.- To get started, log into Rockland Employees Federal Credit Union's online banking or mobile app, navigate to Bill Pay and select "Send Money with Zelle®". Accept terms and conditions, enter your email address or U.S. mobile phone number, receive a one-time verification code, enter it, and you're ready to start sending and receiving with Zelle.
- To send money using Zelle, simply add a trusted recipient's email address or U.S. mobile phone 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 minutes1.
- To request money using Zelle, 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"3.
- To receive money, just share your enrolled email address or U.S. mobile phone number with a friend and ask them to send you money with Zelle.
Q. Someone sent me money with Zelle, how do I receive it?
If you have already enrolled with Zelle, you do not need to take any further action. The money will be sent directly into your bank account, and will be available typically within minutes1.If you have not yet enrolled with Zelle, follow these steps:
- Click on the link provided in the payment notification you received via email or text message.
- Select Rockland Employees Federal Credit Union.
- Follow the instructions provided on the page to enroll and receive your payment. Pay attention to the email address or U.S. mobile number where you received the payment notification - you should enroll with Zelle using that email address or U.S. mobile number where you received the notification to ensure you receive your money.
Q. What types of payments can I make with Zelle?
Zelle is a great way to send money to family, friends, and people you are familiar with such as your personal trainer, babysitter or neighbor2.Since money is sent directly from your bank account to another person's bank account within minutes1, Zelle should only be used to send money to friends, family and others you trust.
Neither Rockland Employees Federal Credit Union nor Zelle offers a protection program for any authorized payments made with Zelle – for example, if you do not receive the item you paid for or the item is not as described or as you expected.
Q. How do I get started?
It's easy — Zelle is already available within Rockland Employees Federal Credit Union's mobile banking app and online banking within Bill Pay! Check our app or sign-in online and follow a few simple steps to enroll with Zelle today.Q. What if I want to send money to someone whose financial institution does not offer Zelle?
You can find a full list of participating banks and credit unions live with Zelle here.If your recipient's financial institution isn't on the list, don't worry! The list of participating financial institutions is always growing, and your recipient can still use Zelle by downloading the Zelle app for Android and iOS.
To enroll with the Zelle app, your recipient will enter their basic contact information, an email address and U.S. mobile number, and a Visa® or Mastercard® debit card with a U.S. based account (does not include U.S. territories). Zelle does not accept debit cards associated with international deposit accounts or any credit cards.
Q. How does Zelle work?
When you enroll with Zelle through your online banking Bill Pay account, or mobile banking app, your name, the name of your credit union, and the email address or U.S. mobile number you enrolled is shared with Zelle (no sensitive account details are shared – those stay with Rockland Employees Federal Credit Union).When someone sends money to your enrolled email address or U.S. mobile number, Zelle looks up the email address or mobile number in its "directory" and notifies Rockland Employees Federal Credit Union of the incoming payment. Rockland Employees Federal Credit Union then directs the payment into your bank account, all while keeping your sensitive account details private.
Q. Can I use Zelle internationally?
In order to use Zelle, the sender and recipient's bank accounts must be based in the U.S.Q. Can I cancel a payment?
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 because the recipient hasn't yet enrolled, you can go to your activity page, choose the payment you want to cancel, and then select "Cancel This Payment."If the person you sent money to has already enrolled with Zelle, 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 U.S. 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, please call member services at 833-414-0534 so we can help you.
Scheduled or recurring payments sent directly to your recipient’s account number (instead of an email address or mobile number) are made available by Rockland Employees Federal Credit Union but are a separate service from Zelle and can take 1 – 3 business days to process.
You can cancel a payment that is scheduled in advance if the money has not already been deducted from your account.
Q. How long does it take to receive money with Zelle?
Money sent with Zelle is typically available to an enrolled recipient within minutes1.If you send money to someone who isn't enrolled with Zelle, they will receive a notification prompting them to enroll. After enrollment, the money will be available in your recipient's account, typically within minutes1.
If your payment is pending, we recommend confirming that the person you sent money to has enrolled with Zelle and that you entered the correct email address or U.S. mobile phone 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 received a payment notification, we recommend following up with the sender to confirm they entered the correct email address or U.S. mobile phone number.
Still having trouble? Please contact member services at 833-414-0534.
Q. Will the person I send money to be notified?
Yes! They will receive a notification via email or text message.Q. Is my information secure?
Keeping your money and information safe is a top priority for Rockland Employees Federal Credit Union. When you use Zelle within our mobile app or online banking, your information is protected with the same technology we use to keep your bank account safe.Q. I'm unsure about using Zelle to pay someone I don't know. What should I do?
If you don't know the person, or aren't sure you will get what you paid for (for example, items bought from an online bidding or sales site), you should not use Zelle for these types of transactions.These transactions are potentially high risk (just like sending cash to a person you don't know is high risk). Neither Rockland Employees Federal Credit Union nor Zelle offers a protection program for any authorized payments made with Zelle – for example, if you do not receive the item you paid for or the item is not as described or as you expected.
Q. What if I get an error message when I try to enroll an email address or U.S. mobile number?
Your email address or U.S. mobile phone number may already be enrolled with Zelle at another bank or credit union. Call our member support team at 833-414-0534 and ask them to move your email address or U.S. mobile phone number to Rockland Employees Federal Credit Union so you can use it for Zelle.
Once member support moves your email address or U.S. mobile phone number, it will be connected to your Rockland Employees Federal Credit Union account so you can start sending and receiving money with Zelle through the Rockland Employees Federal Credit Union mobile banking app and online banking. Please call Rockland Employees Federal Credit Union's member support toll-free at 833-414-0534 for help.
More Questions? Contact us.