FAQ - Nutmeg State Federal Credit Union

FAQ

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Account Transfers

  • Can I complete the wire transfer form online?
    • No, you will need to complete paperwork and show a valid ID at a branch to initiate a wire transfer.
  • Can I transfer money to or from another financial institution?
    • We do offer wire transfer services that will allow you to transfer funds to or from another institution. You are also able to make these transfers through eBanking using the A2A feature. 
  • Can I get a warning when approaching my 6 transaction limit?
    • e-Banking tracks the number of Reg D withdrawals by month. You can look at your transaction history on your savings or money market account in order to determine whether you are reaching your limit.
  • Can you make the limit 8 transfers instead of 6?
    • No. Per Regulation D members are limited to 6 withdrawals or transfers per month from their savings or money market accounts.
  • Why are you limiting transfers from my savings account to only 6 per month?
    • Regulation D is a Federal Reserve Board regulation that places a limit of 6 withdrawals or transfers per month from savings or money market accounts.
  • Can I set up e-Pay to transfer funds from savings if I don’t have enough money in checking?
    • Yes. You can set up overdraft protection from you savings or money market account. We allow up to 6 per month and there is a $2.00 fee for each transfer.
  • What time do Direct Deposits get credited?
    • Direct deposits are credited by 8:30 am each business day.
  • What time do automatic transfers occur?
    • Automatic transfers occur prior to the opening of the business each day.


Address Changes

  • How do I change my address?
    • Address changes can be done via e-Banking by going to "Options" and choosing "Update Member Information." Or you can call us at 860.513.5000 to request a form.


ATM

  • Why are you charging me for a replacement ATM/ Debit Card?
    • We only charge to replace a lost card. The fee to replace a lost card is $10. If your card is damaged or stolen there is no charge.
  • Where can I access surcharge free ATMs?
    • Members can use any NSFCU ATM without incurring any fees. Also, NSFCU is part of the SUM and CO-Op Networks.
  • What are the daily limits for ATM/Debit transactions?
    • Members are allowed a $500 daily limit on PIN based transactions and a $1,500.00 daily limit on signature based transactions.
  • Can you have an ATM near where I live/ work?
    • At this time, we have 16 ATM locations. We are also a part for the SUM and Co-Op Networks, which provide a network of fee free ATMs. You can use any SUM or Co-Op designated ATM surcharge free! Visit "ATM Locations" at the top of the home screen for more information. 
  • Can I make deposits at your ATMs?
    • Yes. All branch ATMs accept deposits with the exception of Hartford. Deposits are for Nutmeg State Financial Credit Union accounts only. Deposits for other institutions will not be accepted.


Certificates

  • What is the minimum amount required to open a CD?
    • The minimum amount for a Certificate of Deposit is $1,000.00. This limit is set by our Board of Directors and does not change.


Checking Account

  • Why do you have to put a hold on my check?
    • We do not place holds on all deposited items. Additionally, we do not place a hold on an item to inconvenience you. Holds are placed on items in order to ensure the credit union receives payment of the funds the items represent. When an item is presented for deposit, the credit union does not immediately receive the funds from the paying institution. The check must be sent through several “clearing houses” until it reaches the paying institution. Once received, the paying institution will then remit the funds to our credit union which can take several days. However, we are bound by Federal Regulation CC when placing holds on a deposited item.  
  • Why did I incur a returned check fee? Don’t I have overdraft protection?
    • Checks are returned by the credit union when there are not enough funds in your share draft account to cover the amount of the item being presented for payment. Overdraft protection allows the credit union to automatically transfer funds from your share account or money market account directly to your share draft account in order to cover the amount of an item being presented for payment. There is a $2.00 fee for this transfer. Due to Federal Regulation D, some restrictions do apply. We allow up to 6 drafts per month.
  • Why are you charging for checks?
    • The credit union does not charge you for ordering checks. Check order charges are from Harland Check Printers.
  • What time do Direct Deposits get credited?
    • Direct deposits are credited by 8:30 am each business day.
  • What time do automatic transfers occur?
    • Automatic transfers occur prior to the opening of business each day.
  • What is the Routing & Transit number for NSFCU?
    • The Routing & Transit number is 211977362.
  • What is my “available balance”?
    • Available balance is the difference between your current balance and any pending transactions that haven't posted yet to your account yet. It's a safeguard to keep you from over-drafting your account.
  • How long does it take for a check to clear?
    • Please view our Funds Availability Schedule.


Credit Card

  • Can I pay my NSFCU VISA credit card online?
    • Yes! There are 2 ways that you can pay your NSFCU VISA Credit Card: 1.The best way to pay your NSFCU VISA credit card is to simply do a transfer from one of your shares through the transfer menu in e-Banking. The money can be transferred to the "CRCD" account listed in the "Transfer to" drop down.  
  • Can I get my credit card statement online?
    • Your credit card statement is available for viewing through the credit card access link in e-Banking.
  • Can I apply for a credit card online?
    • A submittable online application is not available at this time.


Debit Card

  • Do you offer a debit card for HSA accounts?
    • Yes! We offer free HSA Debit Cards with our HSA Accounts.
  • Why are you charging me for a replacement ATM/ Debit card?
    • We only charge to replace a lost card. The fee to replace a lost card is $10. If your card is damaged or stolen there is no charge.
  • What are the daily limits for ATM/Debit transactions?
    • Members are allowed a $500 daily limit on PIN based transactions and a $1,500.00 daily limit on signature based transactions.


e-Banking

  • Can I view pending charges in e-Banking?
    • Yes! When you look at the account summary screen in e-Banking, the available balance is a clickable link that will show you all items on hold or pending items, including check holds or debit holds.
  • Why can I see my joint accounts on e-Banking? I don’t want to see them.
    • By default, any account that you have joint access to, will automatically appear in your listing of accounts. If however,you would not like your joint accounts to be listed and prefer to log into each of them individually, you must call the credit union to remove the linked accounts. You can call the credit at 860-513-5000. Before you call, please make sure that you know the account number and type that you wish to remove.
  • Why can’t I see my joint accounts on e-Banking?
    • By default, any account that you have joint access to, will automatically appear in your listing of accounts. If however, an account does not appear properly, you must call the credit union to ensure that the accounts are properly linked together. You can call the credit at 860-513-5000. Before you call, please make sure that you know the account number and type that is not showing up properly.
  • Why can’t I log into my account? Is the system down?
    • Typically, we post notices when we are aware of a system outage or if the system will be down for maintenance. If there are no notices posted and you still cannot log into e-Banking, chances are your account may have been locked for your protection for any of the following reasons: You entered your member number, user ID or password incorrectly. The answer to one of your questions was answered incorrectly. Please remember that these are case-sensitive. If you have already enrolled but are not able to login, your account may have been locked for security purposes. Accounts are locked after 4 invalid attempts. Please contact the credit union at (860) 513-5000 to have your account unlocked. We may be experiencing problems with the e-Banking website. If no notice has been posted, please contact us to let us know that there is a problem.
  • What if I forget the answers to my Security Questions?
    • · If you are having trouble answering your questions, you will need to contact us during normal business hours at (860) 513-5000 or (800) 526-6933. At that point, we can unenroll you so you may go through the security question enrollment portion again. · If you can answer any of your three questions successfully, you can review and/or change your questions/answers within e-Banking. This can be done by selecting "More Options" and then "Security Questions."
  • What is the User ID?
    • The User ID is optional. This will allow you to access your account on e-Banking without using your member number to sign in. If you decided to create a User ID, you can sign in using either your member number or User ID. Think of the User ID as a nickname that you use to access your account. Some people prefer to use a name that they can remember, rather than using their member number.
  • What is the Security Phrase?
    • The Security Phrase is used to help you identify e-Banking as a legitimate website. The phrase you select will be converted to an image. After enrollment, each time you sign into e-Banking you will see the Security Phrase with a watermark logo behind it.
  • What if I forgot my Password?
    • If you forgot your password, you can reset it online. You'll need to verify some information, and as long as it's correct, you can select a new password. You can contact the credit union during normal business hours and we can reset your password for you. For security purposes, you will then be prompted to change your password to something else once you first sign in.
  • Did my password change during enrollment?
    • Your password does not normally change during the enrollment process. You can reset your password on our website, or contact us to have it reset. If you requested an MSR to reset your password, you will be prompted to change it to something else the first time you sign in.
  • What are the password requirements?
    • Passwords are case sensitive and must be between 7 and 10 characters. After 4 invalid attempts, access to your account is automatically locked for security purposes for 24 hours. To unlock your account, you must call the credit union during normal business hours or you may wait 24 hours before attempting access again. 3 Security questions are required. You can choose from a list that we provide or create your own. You can also choose a combination of the two. Regardless, answers to these questions are case sensitive.
  • Why am I being told my membership cannot be verified?
    • · In order to verify your membership, you must type your information in exactly as it appears on your account. · After more than three unsuccessful verification attempts, your account is locked for security purposes for 24 hours. You may contact us at (860) 513-5000 or (800) 526-6933 to reset your account access or wait 24 hours and try again.
  • What can I expect when signing in?
    • After enrolling your account in e-Banking, you will now have the option of signing into e-Banking with either your Member Number or your unique User ID (if you created one during enrollment). Signing into e-Banking is a multiple step process. On the main page, you will enter your Member Number or User ID. You will then be asked to answer one of the challenge questions you selected or created during the initial enrollment. After entering your Member Number or User ID, you will then be asked to input your password. You will also see the security phrase you created during enrollment (more below). You can also "register your computer." This feature allows you to bypass the question portion of enrollment on subsequent logins.
  • What Web Browsers are supported?
    • Internet Explorer, Mozilla Firefox, Netscape Navigator, Apple Safari, Google Chrome, and Opera have been tested and verified to work with e-Banking and our e-Services.


e-Pay

  • Why doesn’t the payee’s address show on e-Pay?
    • You can find the payee’s address by clicking on the payee name in name in the “Payment Center”. You can also see the address by clicking on “Manage My Bills”, selecting a “Biller Name”, and clicking “Update biller information”.
  • Can I set up e-Pay to transfer funds from savings if I don’t have enough money in checking?
    • Yes. You can set up overdraft protection from you savings or money market account. We allow up to 6 per month.
  • Can I see my account balance from e-Pay?
    • From e-Pay, just click on “Accounts” in the upper left hand corner to go back to e-Banking and view the balances in your account.
  • Why can’t I sign into e-Pay?
    • If you are not getting an error message and are simply being sent back to the e-Banking logon screen every time you click on e-Pay, you must make sure that your web browser is set-up to accept cookies or 3rd party cookies.
  • How do I sign up for e-Pay?
    • It’s easy! If you already have an e-Banking username/ password and you have a checking account, simply sign into e-Banking and click on the e-Pay link. Once you read and accept the disclosure, you will be able to create new payee’s.
  • What is required for e-Pay?
    • You must have an e-Banking username/ password and you must have a checking account.
  • How much does e-Pay cost?
    • e-Pay is free to all NSFCU members. All you need is an NSFCU checking account.
  • What is e-Pay?
    • e-Pay is Nutmeg’s electronic bill payment service that is accessible through e-Banking.


e-Statements

  • How can I save my e-Statement onto my computer?
    • From within e-Statements, select the "Print/ Save in PDF" button. This will open the e-Statement using Adobe Acrobat Reader (If you don't have Adobe Acrobat Reader, you can get it for free from http://get.adobe.com/reader/). Then, simply use the options within the Acrobat reader to print or save the statement. Choose a name for the file (for example NSFCU_6-01-10) and choose a location on your PC (ie: “My Documents”).
  • How can I print my e-Statement?
    • The best way to print out an e-Statement is to select the "Print/ Save in PDF" button in the e-Statement website. This will open the e-Statement using Adobe Acrobat Reader (If you don't have Adobe Acrobat Reader, you can get it for free from http://get.adobe.com/reader/). Opening the statements in the PDF format (the option beside HTML), is great because it allows you to view, print and save your e-Statements, as they would be if we mailed you a paper statement. Then, simply use the options within the Acrobat reader to print or save the statement.
  • Can I un-enroll from e-Statements?
    • Yes. From within the e-Statement website: 1. Click on Profile on the left hand side 2. Click on the checkbox “Make Changes” at the top of the Profile page. 3. Select “Cancel current e-Statement service” at the bottom of the page. 4. Click on “Apply changes” 5. Wait for the Post office to deliver a paper statement* *Note: It may take one statement cycle to start receiving paper statements again.
  • How do I enroll in e-Statements?
    • Sign into e-Banking, then click on the e-Statement button. Read and accept the disclosure. If you have previously received a paper statement, your e-Statement would be available instantly. If you are a new member, you may have to wait one statement cycle to be able to see your e-Statement.
  • What is required to enroll in e-Statements?
    • 2 things: You must already have a username and password for e-Banking and must have an e-mail address. Once enrolled, you must maintain a valid e-mail address on your account in order to continue to receive notifications for your e-Statement.
  • Why should I use e-Statements?
    • 1. Get your statement several days faster than the printed statement. e-Statements are generally available within the first 2 business days of the month. 2. Go Green! – Save paper and reduce pollution by not receiving a paper statement and instead choosing to read the statement on your computer or file them on your computer. (Don’t worry, we are required by law to keep seven years’ worth of statements for you). 3. Cut Costs – As a credit union member/ owner, this is one small way that you can help us to reduce our operating costs. e-Statements costs us as little as 12 cents per member. Compare that to an average of 0.67 cents per single page statement. Most statements are actually 2 pages or more. With over 26,000 members, these costs increase quickly!
  • What are e-Statements?
    • e-Statements is a service, which enables you to retrieve your statement anywhere you have a computer with Internet access, through our e-Banking website. This service is free to all Nutmeg State FCU members. You can receive your statement as a webpage (HTML) or exactly as your printed statement would appear (PDF format). You can also choose to save your statements to your computer rather than printing them. Once you enroll in e-Statements, you will no longer receive a paper statement.


General

  • Why do you need my e-mail address?
    • When you provide us with an e-mail address, you are providing another way for us to verify your account information, and to contact you other than by regular mail or the telephone. Unless given your permission, we will never market to you via e-mail. At the present time, we don't offer e-mail alerts, but hope to in the future. Additionally, when you sign up for e-Statements, an e-mail address is required so that we can notify you when your statement is ready.
  • I responded to the member poll. Why haven’t you answered my question?
    • Unfortunately we were not able to answer member questions directly because the poll was anonymous, and no phone numbers or e-mail addresses were provided. We created this FAQ in response to that poll. To use the FAQ, simply click the plus sign next to the category to expand the list and browse the FAQs. Or, click on the category link to view all questions and answers in that category. Can't find what you're looking for? Click here to request to have something added.
  • I live and work in another state. Can I still use the credit union?
    • There are several different ways you can establish membership with the credit union. Please click here for details on how you can become a member. If you are already a member and have moved out of state, you can continue to use your accounts.
  • How can I contact you by e-mail?
    • General e-mails can be sent to MemberServices@nutmegstatefcu.org.
  • How can I contact you by phone?
    • You can contact the credit union by calling 860.513.5000 during our regular business hours.
  • Do you offer retirement planning?
    • Yes. If you would like to schedule an appointment please call us at 860.513.5000.
  • Do you have a financial advisor?
    • Yes. If you would like to schedule an appointment please call us at 860.513.5000 or click here to send an email.
  • Do you have a coin counting machine?
    • We do not have coin counting machines. However, we would gladly accept any rolled coin you wish to bring in to one of our branch offices.
  • Can you open a branch close to where I live/work?
    • We continually evaluate the possibility of expanding our branch network within New Haven, Hartford, Middlesex and Tolland counties. We will continue to seek new opportunities for expansion in order to make it even more convenient for our members to bank with us.
  • Do you offer remote deposits?
    • Yes! You are able to make eDeposits from your computer (with a scanner) and on your mobile device.
  • What time do night drop deposits get credited?
    • Night drop deposits are processed each morning that the credit union is open. Please note that checks placed for deposit may not be available for immediate withdrawal.
  • How long does it take for mailed deposits to be credited?
    • Mail is processed and credited to your account on the day that we receive it from the Post Office. Please note that checks mailed for deposit may not be available for immediate withdrawal.
  • Can I mail in my deposit?
    • Yes, our mailing address is: Nutmeg State Financial Credit Union 521 Cromwell Avenue PO Box 66 Rocky Hill, CT 06067-0066
  • Can I do my NSFCU banking through another institution? (Shared Branching)
    • At this time we do not participate in a Shared Banking Program.


Loans

  • Do you offer mortgages out of Connecticut?
    • Yes. We offer mortgage loans in CT, MA, ME, RI and NH. Visit our mortgage loan page under the "loans" tab for more information.
  • Can I refinance my current vehicle loan to a lower rate?
    • You can refinance your vehicle loan from another financial institution, but we do no refinance existing NSFCU loans. Please contact our Loan Department at 860.513.5000 for more information.
  • Can I have an escrow account with my mortgage?
    • No. At this time, we do not offer an escrow account for taxes or insurance
  • Can I get my credit card statement online?
    • Your credit card statement is available for viewing through the credit card access link in e-Banking or you can receive an electronic copy (an e-Bill) of your statement via e-Pay.
  • Can I apply for a credit card online?
    • Submittable online application is not available at this time.


Membership

  • What does being a “member” of NSFCU mean?
    • Membership means that you are an owner of the credit union. As a member/owner, you are able to take advantage of all of the benefits the credit union offers.
  • Can I open an account or apply for membership online?
    • Yes, you may start the enrollment process for membership via our Web site. The account will not be opened until we receive required identification and a signature.
  • Become a Member
    • All credit unions serve a "field of membership" or a group with a common bond. You can benefit from the credit union difference. NSFCU membership is open to you if you: Live Work Worship Attend school or Volunteer in New Haven County, Hartford County, Middlesex County, or Tolland County, Connecticut. Membership is also open to: Spouses of Current Members Immediate Family of Current Members Employees of the Credit Union A minimum $5.00 deposit and a completed membership application are required to open a Share Savings Account. With this deposit, you become a member/owner of NSFCU. Once a member, always a member, and regardless of where you live or work, you can retain your membership provided you maintain an open savings account with a $5.00 deposit. We welcome you to become a credit union member.


Mobile Banking

  • Mobile Banking concerns
    • Malware is a major concern to mobile devices. In addition, there are few anti-virus options available for mobile devices. To safeguard access to your personal information and potentially access to your accounts at the credit union, please ensure that applications that you download or links that you access on your mobile devices are of legitimate sources. Downloading applications of unknown or suspect origin could compromise your mobile device login credentials.
  • When I use the Back button on my browser, weird things happen, like a blank page coming up or the previous page with error messages.
    • Never use the browser’s Back button on a phone with Mobile Banking, especially after a page where you have entered information and pressed Submit or Continue. Use the links and tabs to navigate through the pages.
  • How does NSFCU Mobile Banking handle security?
    • NSFCU Mobile Banking is encrypted using the Wireless Transport Layer Security (WTLS) protocol, which provides the highest level of security available today. Additionally, all data that passes between the wireless gateway, MShift’s servers, and Nutmeg’s web servers is encrypted using Secure Socket Layer (SSL) certificates.
  • Who is NSFCU’s Mobile Banking provider?
    • MShift powers NSFCU Mobile Banking. For more information on MShift, visit their web site at http://www.mshift.com.
  • I keep getting locked out of my account when I try and log in on my mobile phone. Why doesn’t it accept my login information?
    • Using your mobile phone to enter data takes a little practice. Passwords are case sensitive; make sure you are entering your password exactly as it is set up. If your password begins with a lower-case letter, you may need to use your phone’s shift key to change the default from upper case. In addition, some phones require extra shift key presses to enter numbers instead of letters.
  • I know I am entering my login information correctly, but I can’t login.
    • There may be one of several things that are occurring with your Online Banking account 1. Online Banking may be down. This can be confirmed by logging into http://nutmegstatefcu.org to verify. 2. MultiFactor Authentication (MFA) challenge questions may not have been set up on your account. Please go to Online Banking and set that up. 3. You may have one or more pages showing up on Online Banking that require your attention, such as email address confirmation pages, security update pages, or Terms and Conditions update. You will need to login to Online Banking and take care of those pages before you can use Mobile Banking for privacy and security reasons.
  • What happens if I get locked out of NSFCU Mobile Banking?
    • As with NSFCU Online Banking, you must call the credit union to unlock your account or request a new password. For security reasons, you may not change your new password on NSFCU Mobile Banking. Once your password is set up, you may use your Account Number/User ID and password to immediately log in to NSFCU Mobile Banking.
  • Do you have an iPhone app?
    • Yes. Our iPhone app is available in Apple's App Store. Additionally, we now offer an Android and Blackberry app.
  • How do I know if my phone is web-enabled?
    • If you have a browser that allows you to see web pages on your phone’s main menu or home page, then it is web-enabled. The browser icon is usually a picture of Earth. Contact your mobile phone carrier to confirm that your phone is web-enabled and that the service is activated.
  • Which mobile devices are supported for NSFCU Mobile Banking?
    • You can access NSFCU Mobile Banking from any Internet-enabled mobile device including iPhones and iPod Touches, Android phones, Palm Pre and Treo phones, Pocket PC devices, and Internet-enabled flip phones.
  • What can I do on the Mobile Banking website?
    • Mobile e-Banking is like your own personal branch that is available anytime, from anywhere! With Mobile e-Banking, you get many of the same features you’re accustomed to, including: At-a-glance actual and available balances for all your accounts Transaction history details, including searching within a specific date range View check images Quick, one-time transfers between your own accounts or other members’ accounts Set up scheduled transfers between your own accounts or other members’ accounts Pay bills with a mobile version of e-Pay* You can also keep up-to-date with Nutmeg information, such as: Branch hours, locations, and contact information Current rates for share accounts, certificates, and loans Locate a NSFCU ATM or other financial institutions’ ATMs within the SUM® and/or Co-Op® networks Mobile e-Banking is just as secure as the full version of e-Banking so you can rest assured your information is kept safe. No information is stored on your mobile device. Best of all, if you’re already signed up for e-Banking, you’re already signed up for Mobile e-Banking too!
  • Can I use NSFCU Mobile Banking if I don’t have a Nutmeg account?
    • Yes, but you can only access certain featues such as branch locations or contact information.
  • Is there a fee to use NSFCU Mobile Banking?
    • No. NSFCU Mobile Banking is free of charge.
  • Do you offer text based (SMS) banking?
    • Yes! SMS stands for short message service. It is also commonly referred to as text messaging, or two-way messaging. With SMS e-Banking, you can quickly and easily use your cell phone to access your account information at any time! SMS e-Banking gives you the following features: Actual and available balances for all your share accounts; and Last three (3) withdrawal/deposit amounts for all your share accounts In order to use SMS e-Banking, you'll need to first register* your device. Click here to get started now! Once registered, simply text** any of the following commands to 21443: Nutmeg BAL (Provides actual and available balances for all your share accounts) Nutmeg HIST (Provides last three (3) withdrawal/deposit amounts for all your share accounts) Nutmeg CMD (List of active commands) Nutmeg HELP (Provides help/contact information) Nutmeg STOP (Opt out of service and unregister device) Within less than a minute, you should get a response back with the information requested! It's that easy! *In order to register for this service, you must already be enrolled in e-Banking. You will need to provide your member number/user ID, an answer to one of your security questions, as well as your e-Banking password. If you have not yet enrolled in e-Banking, click here. **All major carriers are supported (Alltell, AT&T, Boost, Cellular One, Nextel, Sprint, T-Mobile, US Cellular, Verizon, and Virgin Mobile). While Nutmeg does not charge for use of this service, please contact your wireless provider for any additional charges you may incur. We are not responsible for usage, services, or other charges incurred on any device.