FAQs

FAQs

Debit Cards

For lost or stolen ATM or debit cards, please call 1-800-554-8969. For lost or stolen credit cards, please call 1-800-558-3424.

You can expect to receive your new card during the second to third week of the month that it expires, as long as we have your current address. To update your address, please complete a change of address form and mail it to P.O. Box 218, Altoona, WI 54720 or drop it off at your local office. Your old card will work until the end of the month that it expires.

If your ATM or debit card is not functioning properly or is damaged, you may order a replacement card by calling our Customer Service Center at 800-590-9920. You will receive a new card with a new expiration date within seven to ten business days, and the Personal Identification Number (PIN) you are currently using will work with your new card.

To activate your new Debit Card, please call 1-800-567-3451

To change the PIN for your debit card, please call 1-800-567-3451

Visa’s Zero Liability Policy means you aren’t responsible for unauthorized transactions made with your lost or stolen VISA Debit Card (or debit card number). This additional limit on your liability for unauthorized transactions does not apply to ATM transaction or to transactions using your Personal Identification Number (PIN) which are not processed by Visa® or to business debit card transactions.

VAU allows your CCFBank Debit Card number and/or expiration date to be securely updated at participating merchants when you have a “card on file” because of a product upgrade, card expiration, loss or theft, account closure, or other changes. Not all merchants participate in the program, so you should still make sure that your card information is updated at merchants where you have preauthorized payments setup. You may opt out of this service at any time by calling us at 800.590.9920.

Online Banking / Bill Pay / Estatements

Bill Pay is a free service for customers using our Beyond, Simple, and Classic Spend Accounts.

To sign up for e-statements, you must be enrolled in Online Banking. Once enrolled, follow the steps below:

Enroll

  1. Log in to Online Banking
  2. Click on Profile
  3. Click on Edit next to Electronic Statements
  4. Select e-statements for the accounts you wish to enroll
  5. Click on the “electronic statement terms and conditions” link highlighted in blue
  6. Check the box that says “I have read and accept the electronic statement terms and conditions.”
  7. Click Enroll

Accessing eStatements

  1. Log in to Online Banking
  2. Select the accounts you would like to view
  3. Click Documents at the top of the screen
  4. Select the Document’s type of eStatements
  5. Select dropdown Checking eStatements document type
  6. Select date range
  7. Click Submit

To view your eStatements, first log into your Online Banking. Select the account you wish to view the e-statement. Click on the Documents tab towards the top of the screen. For Document Type, select eStatements, enter in the date range you wish and click submit.

You will automatically receive an email at the end of your statement cycle notifying you that your eStatement is ready to view.

If you are not receiving the email notification, sign onto your online banking, click on Options, scroll to Email, and click Edit. Verify that your email address is input correctly. Also check your email account to make sure eStatement notifications are not being filed in your spam or junk mail folder. If they are, add [email protected] to your address book to ensure notifications are delivered to your inbox.

On debit card purchases, merchants may request a temporary hold on your account for a specified sum of money when the merchant does not know the exact amount of the purchase at the time the card is authorized. The amount of the temporary hold may be less than or more than the actual amount of your purchase. Some common transactions where this occurs involve purchases of gasoline, hotel rooms, or meals at restaurants. When this happens, our processing system cannot determine that the amount of the hold exceeds the actual amount of your purchase. This temporary hold, and the amount charged to your account, will eventually be adjusted to the actual amount of your purchase, but it could be three calendar days, or even longer in some cases, before the adjustment is made. Until the adjustment is made, the amount of funds in your account available for other transactions will be reduced by the amount of the temporary hold.

You can easily make loan payments online — with or without a CCFBank checking or savings account!

If you already have a CCFBank checking or savings account and are enrolled in online banking, making your loan payment is as simple as logging into your online banking account. You even have the option to set up recurring payments, so you never need to worry about missing a payment!

Making a loan payment takes just a few minutes if you don’t have a checking or savings account with CCFBank. To get started, all you need is your CCFBank loan account number, the last six digits of your social security number, and your debit card or depository account information. Visit the homepage of the CCFBank website and click the “Log In” button at the top of the screen. When the Online Banking login screen pops up, click the link “MAKE A LOAN PAYMENT.” You have the option to make a one-time payment as a guest or a registered user. Registered users have access to additional functionalities including recurring payments and online payment history. The fee for making a payment online is $6.95.

We can also take loan payments over the phone via ACH or debit card for a $10 fee. To do this, please contact our Client Support Center at 800-590-9920.

Alerts

Select Alerts from the menu. From Alert Options, you will be able to select the types of alerts you wish to receive (Balance, Transaction, ATM). Expand the alert types to preview the various individual alerts available.  Enter the information for the alert type and how you wish to receive the alert (e.g., email or text) and click save.

Contact Options will allow you to manage your contact information for receiving alerts and establishing “Do Not Disturb” times.

Scheduled alerts are sent out on the days and and at the time chosen by the customer when the alert is set up

*There is no set timeframe.

Replying STOP to a text alert will disable your mobile banking option of receiving alerts. However, this will not delete the alert from your eAlerts tab. In order to get re-enrolled to receive alerts please follow these step by step instructions.

  • Log in to Online Banking.
  • Click on Options on the top navigation bar.
  • Scroll down to Mobile Banking Profile.
  • Click the button for Manage Devices.
  • Select “Change my Mobile Banking services” from the dropdown next to your mobile device.
  • Click Go.
  • Click the checkbox next to Alerts (I’d like to receive text alerts).
  • Click Continue. You are now re-enrolled to receive text alerts.

You will receive an alert when a debit card transaction has been pre-authorized (when the card is swiped) and when the transaction posts the account.

*Note: You are not necessarily being double charged.

Mobile Banking With Mobile Deposit

Yes, the Mobile Banking App and CCFBank Mobile Deposit services utilize best practices from online banking, such as HTTPS, 128-bit multi-layer encryption, password or multi-factor authentication access, and application time-out when your phone is not in use. In addition, no account data is ever stored on your phone and if your phone is lost or stolen, access to your accounts can be disabled by calling the Customer Service Department at 800-590-9920.

We also recommend the following tips to increase Mobile Banking/Capture security:

  • Lock your device with a password or PIN when it is not in use.
  • Do not store personal information including your Access IDs and passwords on your phone or send them via email or text messages which could be intercepted
  • Only download applications from trusted sources. Make sure to download updates regularly, as updates often fix security flaws.
  • Do not enter personal information unless there is an “s” after http, which indicates the site is secure. Also look for security symbols like the lock icon.
  • Do not bank or shop online when using unsecured, public Wi-Fi access.
  • Do not click on any links in emails claiming to be from CCFBank. Instead go to the Bank website directly and log in.
  • Always log off completely after using Mobile Banking.

No. Mobile Banking does not save any files with personal or financial information on your mobile device. That information stays strictly within online banking. Some phones (e.g., Android) have logo and branding files that are copied to the mobile device. Those files do not contain any personally identifiable information.

You can access any account you have set up in online banking. You select which accounts you want to access using Mobile Banking during the enrollment process.

When you view your account balance, you see the current available balance. When you view transaction history, you see the most recently posted transactions.

  • Savings Bonds, Money Orders, Travelers Checks, Rebate Checks, and Cashiers Checks;
  • Checks or items that are drawn or otherwise issued by the U.S. Treasury Department;
  • Checks payable to non-accountholder or entity;
  • Checks that are altered, suspicious or fraudulent;
  • Checks payable jointly, unless deposited into an account in the name of all payees;
  • Checks drawn on a financial institution located outside the United States;
  • Checks not payable in United States currency;
  • Checks dated more than six (6) months prior to the date of deposit; and
  • Checks that are post-dated.

A complete list of prohibited items can be found in the Mobile Deposit Service Agreement.

When you log onto your CCFBank Mobile app, click on the “Deposits” tab, click on “View Deposit History” you will be able to see all pending, accepted and failed deposits. Pending deposits have been received but not processed. Accepted deposits have been received and processed.

You can also sign up for eAlerts, and request an alert be sent to you by text or email when a deposit has posted to your account. For more information on eAlerts, click here.

After the mobile deposit has successfully completed, the image of the check can be accessed from a mobile device up to 30 days by following these steps:

  • Login to CCFBank Mobile Banking app;
  • Select “Deposit” option from the Main Menu;
  • Click on the “Transactions” option on the Deposit or Review Checks” screen, which will take you to a list of recent mobile deposits;
  • Click on the specific transaction to see the check images.

NOTE: You cannot view the images of checks deposited via Mobile Deposit in the Account Transaction History

If the check image is no longer available on the mobile device; call the Customer Service Department at 800-590-9920 to request a copy of the check image. Each copy is subject to a $2.00 fee.

Upon the receipt of confirmation from CCFBank that we have received an image that you have transmitted, you agree to retain the check for at least thirty (30) calendar days from the date of the image transmission. After thirty (30) days, you agree to destroy the check that you transmitted as an image, mark it “VOID”, or otherwise render it incapable of further transmission, deposit, or presentment. During the time the retained check is available, you agree to keep it in a secure location and promptly provide it to the Bank upon request.

Mortgage

It starts by taking an application with one of our mortgage loan officers. Once they have your personal information and your intent to proceed, we’ll request and verify documentation related to your credit, income, assets, and any other applicable pieces needed to qualify you.

A prequalification provides you with an estimate of how much your mortgage loan officer believes you can afford to borrow when purchasing a home. Your mortgage loan officer will rely on the information you provided in making this determination.

Being preapproved means you have submitted an application and your loan officer has reviewed and verified your financial information and credit history. A preapproval letter will be issued informing you of the Bank’s willingness (not a guarantee) to lend a specific amount to you.

Typical loans start at 3-5% down but some are available for less down. All down payment requirements are subject to qualifications.

Mortgage loans are used to buy a home or to borrow money against the value of a home you already own.

We’ll give you money to buy or refinance a property with an agreement that you will pay back the loan with interest over the course of several years.

Contact one of our mortgage loan officers with questions or click here to start the process.

We’ll will work with you to get a new mortgage loan that will either replace your current loan, disburse funds to you or both. This is ideal if you’re trying to save money or meet another financial goal.

Closing cost may have the ability to be rolled into your refinance resulting in no cash out of pocket.

Your interest rate is determined by several factors including credit score, your loan amount as compared to property value, how your home will be occupied, general market factors, and more.

Contact one of our mortgage loan officers with questions or click here to start the process.

House plans detailing the dimensions and layout will be required along with a builder’s contract breaking down the cost of labor and materials used to complete your project.

5%-10% is a typical starting point for down payment subject to qualifications.

Home equity is the amount of your home that you own. Take what your home is worth and subtract what you owe your lender to get your home equity total.

Home equity line of credits can be obtained as high as 85% loan to value combining all mortgages on your home, subject to qualifying.

This depends on your goals, closing costs, and how long you plan to live in your home. A HELOC is great if you need quicker access to cash, where refinancing helps to lower monthly payments or reduce interest costs.

A land loan, or lot loan, helps you purchase a plot of land. We offer financing for both small acreage and large acreage.

Just like with a mortgage loan, you’ll submit an application to start the process. Qualifications will be based on the type of land loan you are applying for. Contact one of our mortgage loan officers with questions or click here to start the process.

A vacation home, or secondary home, is one that you occupy for a part of the year while keeping residency at your primary home.

Typical loans start at 10%-20% down. All down payment requirements are subject to qualifications.

Other

An overdraft occurs when you do not have enough money in your account to cover a transaction (“item”); however, the Bank pays it anyway. A nonsufficient funds (“NFS”) transaction is different in that you do not have enough money in your account to cover the item and the Bank will return it to the merchant or third party as unpaid. In either situation, the Bank can charge you a fee.

If the Bank pays an item into a negative balance (overdraft), we will assess an Overdraft Fee. If the Bank returns the item (NSF), we will assess a Nonsufficient Funds (NSF) Fee. These fees apply to overdrafts created by checks, in-person withdrawals, ATM withdrawals, debit card transactions or other electronic means. The Bank does not charge a fee if an item overdrawing your account results in a negative balance between $0 and $5.00. The Bank may charge you a NSF Fee each time a payment is presented if the amount of money in your account is not sufficient to cover the payment, regardless of the number of times the payment is processed.

To determine if an item will be paid as an overdraft or returned NSF, the Bank uses the “available balance” method. Your available balance is calculated by subtracting any authorized or pending transactions and “holds” place on deposit from your actual balance. This means an overdraft can occur regardless of your account’s actual balance.

For more information on overdrafts, please review the Terms and Conditions of Your Account disclosure.

To have a stop payment order placed on your account, please stop by your local office or contact our Customer Service Center at 800-590-9920. You may also place a stop payment online through your online banking. We will need the following information:

  • Date of transaction
  • Amount of transaction
  • Account number
  • Name of originating company
  • Type of stop payment request (one-time or all future payments)

Placing a stop payment order does not release you from any contractual agreements. You may still be held to the terms of the agreement you have made. There is a stop payment fee. For fee amounts, please refer to your Fee Schedule.

Account Information

To update your information, please fill out a Change of Address Form and mail it to: Citizens Community Federal, P.O. Box 218, Altoona, WI 54720. You may also update your information by contacting our Customer Service Center at 800-590-9920. Email addresses and phone numbers may be updated in online banking.