Frequently Asked Questions | FAQs | Centra Credit Union

FAQs

Get the answers you need to the frequently asked questions you have about Centra Credit Union, your accounts, or our products and services. Don’t see your question here? Contact us today.

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Account Information

What is a pre-authorization hold on my account?

When you use your debit card as ‘credit’ without entering your PIN, the merchant sends us an amount for pre-authorization. The pre-authorization amount is usually the total cost of the purchase and reserves the money to cover the payment. Most holds are automatically removed when your purchase posts to your account, usually within one or two business days. PIN-based transactions post immediately and do not require a pre-authorization hold.

Where can I find my Centra Credit Union loan account number?

Overdraft protection is available for those who would like to avoid returned or denied payments and transactions. Click here to learn about our four overdraft protection options.

What is the difference between available balance and current balance on my account?

The current balance includes the total amount of money in your account at that particular time. If there are pending withdrawals or payments, the available balance is how much money will be left after the pending transactions are complete.

It is best to plan your purchases or budget based on the available balance. If you make a purchase that exceeds your available balance, your account could overdraft when the pending transaction is applied to your account. If you use Online Banking, you can view any pending transactions in your account transaction history.

When will my deposit be available?

The availability of your deposit can depend on factors such as how the deposit is made, the amount of the deposit, and your account history. Deposits made at an ATM, cash or check, could take at least 2 days to be available.

Any cash deposits made at a branch will be available immediately. The availability of check deposits at a branch will depend on many factors, and a Team Member at the branch can answer any questions you may have about your deposit.

If you have already made a deposit and your funds are not available yet, the easiest way to know when your deposit will be available is to call the Contact Center at 800-232-3642, or to visit a local branch or an ITM.

How do I change the address, phone number, or email address on my account?

If you use Online Banking, you can log in to update your information by selecting ‘My Profile’ and then ‘Change Address and Phone Number.’ You will need access to the existing phone number to change the phone number on your account. If you don’t use Online Banking or no longer have access to the phone number on your account, you can call our Contact Center at 800-232-3642 or visit a local branch to update your information.

What is the Centra Credit Union routing number?

Centra Credit Union’s routing number is 274972883.

Where can I find my Centra Credit Union checking or savings account number?

You can quickly find your account number on your recent statement or eStatement. If you’ve received checks for your checking account since June 2018, you can find your account number at the bottom. On the bottom of the check, you’ll see three sets of numbers listed. From left to right, the first nine numbers are the routing number, the second set of numbers is your account number, and the third set is the check number. If you don’t have checks or a recent statement, call the Contact Center at 800-232-3642.

ATM & Branch Locations

How much can I withdraw from an ATM?

The standard limit for ATM withdrawals is $500 per business day and can be done in one transaction or multiple transactions. The daily limit for Opportunity Accounts is $100. Withdrawal limits are per card.

Can I make a deposit through a Centra Credit Union ATM?

Yes, you can deposit checks and cash into certain ATMs. You can use our location finder to find an ATM near you. Not all ATMs can take deposits, so you can select ‘deposit-taking ATMs’ to filter your search.

There is a hold placed on these deposits until they can be verified, so if you need immediate access to your money, visit a local branch or connect with an Interactive Service Agent through an ITM.

What is the CO-OP Shared Branch/ATM Network?

Credit unions are cooperatives. Many credit unions like Centra work together through the CO-OP Network. This gives Members access to more than 30,000 free ATMs and more than 5,000 Shared Branches across the United States. These resources allow Centra Members to use the ATMs, visit the branches, and do their banking nationwide, without getting hit with fees. The CO-OP Network is one of the largest in the United States and offers access to branch locations in all 50 states.

How can I find a certain Centra Credit Union branch, CO-OP Shared Branch, or ATM?

You can find a Centra branch, Shared Branch, or ATM using our location finder. You can search by address, city, or zip code and filter your results by which types of branches or ATMs you want to find. You can also use the interactive map to zoom to a specific area. If you’re traveling, you can look for the CO-OP logo on ATMs and at Shared Branches.

CardControl

I’ve set a $50 threshold limit, and sometimes I can pump more than $50 in gas, but other times, I can’t pump $15. What’s going on?

Some merchants, like gas stations, may pre-authorize your card for an amount that might be larger or smaller than the actual transaction amount. One gas station might have their validation set at $1.00, and the one across the street may have theirs set at $20.00. If the pre-authorization amount is below your threshold limit, you will be able to pump any amount of gas. If the pre-authorization amount is above your threshold limit, the transaction will be declined, and you won’t be able to pump any gas.

When is the low balance alert generated?

CardControl updates the balance under two conditions: 1) When you log into CardControl, and 2) When you tap ‘Refresh.’  Even if the balance has fallen below the threshold that has been set, it’s only updated when you log into the app or tap ‘Refresh,’ which then triggers the alert.

Are the alerts sent as email or push notifications to the device?

CardControl alerts are sent as push notifications to the phone. The alerts also display under ‘Messages’ in the CardControl app.

How do I turn on an alert/control for an ATM transaction?

ATM transactions are categorized within the ‘Others’ merchant type.

How long does it take for a control or alert setting to take effect?

Control settings take effect as soon as the ‘Updating information’ message in the app stops.

Will location controls, merchant controls, threshold controls, and turning the card off impact previously authorized recurring transactions?

No. Previously authorized recurring payments will bypass the CardControl edit checks and will continue to process as usual.

A region has been set on the map. Does this mean the card can only be used exactly in this region?

The region shows the approximate area where the card can be used. The area must be greater than 5 square miles. CardControl can typically map the transaction down to a ZIP code or city. If the city or ZIP code of the merchant overlaps with the selected region in the map, then the transaction can still go through. There are instances where a merchant location cannot be mapped down to a ZIP code or city, in which case CardControl will default to a state-level match.

Can I turn on ‘My Location’ for a child’s card?

‘My Location’ is only effective for the enrolled user. To limit the child’s card, you can use the ‘Region Location’ feature. You can set up to 3 regions using the map to designate the area.

Do the controls I set within CardControl override any existing Centra controls on my debit card?

No. Centra has existing controls on your debit card, such as daily and point-of-sale maximum transaction limits, as well as geographic controls. Centra’s controls override any controls set within CardControl. When traveling, remember to let us know your travel plans to ensure that your debit card will work in that geographic location.

How do the ‘My Location’ settings work?

The ‘My Location’ controls and alerts will check to ensure the merchant location is within a 5-mile radius of your phone. These controls impact in-store transactions only, so internet transactions are not impacted.

CardControl ignores location information that is more than 8 hours old. If the phone is off for more than 8 hours, ‘My Location’ controls won’t take effect, and the transaction won’t be denied on the basis of the old location information.

Can multiple cards be linked to one registered CardControl account?

Yes. Cardholders can register multiple cards within a single CardControl app. Additional cards can be added through ‘Menu’>’Manage Portfolio’>’Add Card.’

What types of phones are supported by CardControl?

CardControl works with the most recent mobile operating software as well as two past generations of Android and iPhone devices.

Checking Accounts

What is a pre-authorization hold on my account?

When you use your debit card as ‘credit’ without entering your PIN, the merchant sends us an amount for pre-authorization. The pre-authorization amount is usually the total cost of the purchase and reserves the money to cover the payment. Most holds are automatically removed when your purchase posts to your account, usually within one or two business days. PIN-based transactions post immediately and do not require a pre-authorization hold.

Does Centra Credit Union offer overdraft coverage for checking accounts?

Overdraft protection is available for those who would like to avoid returned or denied payments and transactions. Click here to learn about our four overdraft protection options.

What is an NSF fee, and why did I receive one?

A Non-Sufficient Funds (NSF) fee is applied when there isn’t enough money in your account to cover a withdrawal or payment. To avoid NSF fees, check your balance regularly and track any checks you write. You can monitor your balance and view pending transactions in Online and Mobile Banking.

How do I place a stop payment on a check or pre-authorized payment?

Checks can be stopped in Online Banking by selecting ‘Stop Payment’ under the ‘My Accounts’ tab. You can also request a stop payment by calling the Contact Center at 800-232-3642 or by visiting a local branch or an ITM. There is a $15 service charge for each stop payment.

How do I order checks?

You can click here to reorder checks. If you haven’t ordered checks with us before or need to update your information, please visit a local branch or an ITM, or call the Contact Center at 800-232-3642.

Credit Cards

What number should I call with questions about my credit card?

You can call 866-820-5852 for questions about your credit card.

How do I report a lost or stolen credit card?

You can report a lost or stolen credit card by calling 800-449-7728.

How can I get more information about an unfamiliar charge on my credit card?

If you notice a credit card transaction that you don’t recall, you can call the phone number listed with the transaction to ask questions about the charge. If you suspect that the charge is fraud, please contact us to initiate a dispute against the charges.

How can I apply for a credit card?

You can fill out our credit card application online by clicking here, or you can visit a local branch for a credit card application. You will be notified once your application is processed.

How can I make a payment on my credit card?

The easiest way to make a credit card payment is to log in to Online Banking and make a transfer from a current Centra account. If you don’t use Online Banking, you can make a payment at a local branch or ITM, or by calling us at 800-232-3642.

Debit Cards

How do I sign up for Mastercard ID Theft Protection?

You can click here to sign up for Mastercard ID Theft Protection. You can follow the steps for registration here.

Should I notify Centra Credit Union if I plan to use my debit card while traveling?

Yes, please let us know the dates and locations for your travel by adding a travel plan to CardControl, calling our Contact Center at 800-232-3642, or visiting a local branch. You can click here to learn more about traveling with your cards.

How can I get a replacement for a broken or damaged debit card?

You can make an appointment at a local branch for an Instant Issue replacement card. You can also call the Contact Center at 800-232-3642 to order a replacement for a broken or damaged debit card.

How can I report a lost or stolen debit card?

You can call 844-698-7052 to report a lost or stolen debit card. You’ll need to answer a few security questions to verify your identity.

What if I notice unauthorized debit card transactions?

If you notice a debit card transaction that you don’t recall, you can call the phone number listed with the transaction to ask questions about the charge. If you suspect that the charge is fraudulent, please contact us to initiate a dispute against the charges.

What should I do if I’ve forgotten my debit card Personal Identification Number (PIN)?

If you’ve forgotten your PIN, please call 1-800-992-3808. You can also visit a local branch to reset your PIN.

What if I want to change my debit card’s Personal Identification Number (PIN)?

You can change your PIN by calling 800-992-3808. You’ll have to verify your identity by answering questions about your personal information prior to changing your PIN. You can also visit a local branch to change your PIN.

How do I activate my new debit card?

The front of your new card will have a white sticker with the phone number 800-992-3808 listed. To begin the activation of your card, call the number. You’ll need the last four digits of your Social Security Number to activate your debit card.

My debit card is about to expire. When will I receive my new debit card?

Your debit card can be used until the end of the month of the expiration date. You should receive a new debit card before your card expires. Be sure to check that your address is up-to-date through Online Banking so your card is delivered to the correct address.

If it’s near the end of the month your card expires, call the Contact Center at 800-232-3642 to check the status of your replacement card.

Mobile Deposit

Are all checks eligible for Mobile Deposit?

No. The following types of checks are not eligible for Mobile Deposit:

  • Checks payable to you jointly with one or more other persons, unless deposited into an account in the name of all payees.
  • Checks that have been deposited at Centra or any other financial institution via mobile deposit or otherwise, including checks that have been returned unpaid.
  • Checks drawn on a financial institution located outside the United States or not in United States currency.
  • Insurance Claim Checks, Money Orders (Postal and Money Gram), Traveler’s Checks, and Credit Card Cash Advance Checks.
What do I do if a check failed to deposit?

If your Mobile Deposit fails after multiple attempts, bring the check to a local branch for assistance.

Can a deposit be canceled once it’s submitted through Mobile Banking?

No. Once a deposit is submitted, it will begin going through the deposit process.

How do I know if my Mobile Deposit was accepted?

You can open the ‘Deposits’ tab in the Centra Mobile app to review your ‘Deposit History.’ You will be able to see ‘Pending,’ ‘Failed,’ and ‘Accepted’ deposits.

When do the funds from a Mobile Deposit become available?

Mobile deposits are processed Monday through Friday, excluding holidays. For further details, refer to the ‘Your Availability to Withdraw Funds’ section of the account terms and conditions.

Is there a transaction or daily limit?

Each check is deposited individually and requires its own photo. There is no limit to the number of deposits you can make per day. However, a daily aggregate deposit limit of $3,000 applies.

What is Mobile Deposit, and how do I use it?

Mobile Deposit is a feature of the Centra Mobile app that allows you to make check deposits to your Centra checking accounts using your camera-enabled smartphone or tablet.

To deposit a check with Mobile Deposit:

  1. Make sure that the name or names on the check are listed on the account
  2. Endorse the check with your signature and “Mobile Deposit Only to Centra Credit Union.”
  3. Open the Centra Mobile app.
  4. Select ‘Deposit’ and the account you want to deposit the check into.
  5. Enter the amount of the check you wish to deposit.
  6. Take a picture of the front and back of the check.
  7. Confirm and submit the deposit.

Mortgage Loans

I have a question about my active mortgage with Centra. Who should I call?

You can reach Mortgage Servicing at 800-232-3642, ext. 0334.

Where can I find my Centra Credit Union mortgage account number?

You can find your mortgage account number on your loan documents, on your mortgage statement, or by contacting Mortgage Servicing at 800-232-3642, ext. 0334.

Where can I find my mortgage loan in the Mobile app?

You can see your mortgage loan on the account summary page that shows all of your Centra accounts and loans.

If I make a mortgage payment today, when will it be applied to my account?

If your mortgage payment is submitted between 8am and 5pm Monday through Friday, it will be applied the same day. If your payment is made outside of these hours or on a holiday, it will be applied on the next business day.

Can my mortgage payment automatically be drafted from my checking or savings account?

Yes! To sign up for ACH payments directly from your savings or checking, contact Mortgage Servicing at 800-232-3642, ext. 0334, and a Centra Team Member can email, fax, or mail the form to you.

How can I make a payment on my Centra Credit Union mortgage loan?

You have several options to make your loan payments. Simply sign into Online Banking and manage payments under the ‘Transfer’ tab. If you would like to sign up for ACH payments directly from your savings or checking, contact Mortgage Servicing at 800-232-3642, ext. 0334, and they can email, fax, or mail the form to you. You can also mail your payment into Centra Credit Union, PO Box 789, Columbus, IN 47202, or visit any of our branch locations.

Can I receive my mortgage statement electronically rather than by mail?

At this time, mortgage statements are only available by mail. Centra Credit Union works with a third-party to send these statements.

Do you have any guides to assist me with applying for a mortgage online?

Yes, access the Mortgage Center by clicking here and navigating to ‘Resources’ for helpful information about financing, your application, and more.

Is there a charge to apply for a mortgage online?

No, it is free to apply for pre-qualification. Applying for a mortgage is a lot easier with the help of a Mortgage Loan Originator (MLO). After you apply for pre-qualification, an MLO will reach out to you to discuss your mortgage options.

What is the Mortgage Center?

The Mortgage Center is our online portal, accessible through Centra.org, where you can check rates, fill out an application, and find your local Mortgage Loan Originator. You can access the Mortgage Center by clicking here or by clicking ‘Launch Mortgage Center’ on the Mortgage webpage.

Online & Mobile Banking

What should I do if I forgot my User ID or Password for Online or Mobile Banking?

If you forgot your password, you can select ‘Forgot Password’ on the login page. If you’ve forgotten your User ID, please call us at 800-232-3642.

What if I am locked out of my account in Online or Mobile Banking?

You can call us at 800-232-3642 to have your password reset. We will give you a temporary password that is valid for 90 minutes. Once you login with the temporary password, you will be prompted to set a password upon login.

Why am I being asked Security Questions when logging in to Online Banking?

These questions are for your protection and may be asked as an additional form of security for login.

How do I sign up for Online Bill Pay within Online and Mobile Banking?

After logging in to Online Banking, you can sign up for Bill Pay by selecting the ‘Bill Pay’ tab and following the steps for registration.

How can I get a copy of a check in Online Banking?

Check copies can be obtained by clicking on the item number in Online Banking. If the item is a check, an image will appear with options to print or save the image. Always be careful with who can access your check copies and protect your account number and other personal information. Check images are not available in the Centra Mobile app.

What are eStatements, and how do I sign up for them?

Every month (quarterly for Members with savings accounts only), we send you an account statement with your transactions and balance throughout the previous month. If you use Online and Mobile Banking, you can choose to receive your statement electronically. You can select ‘eStatements’ in ‘My Profile’ to receive your statements in Online Banking, viewable in ‘My Accounts’ as they become available. Click here to log into Online Banking to sign up for eStatements!

How do I download and install the Centra Mobile app?

Search for Centra Credit Union in your app store and install the free app to your smart device.

How do I enroll in Online and Mobile Banking?

You can register for Online Banking by selecting ‘Register’ under the User ID box on our homepage. After you accept the Terms and Conditions, you can follow the prompts to complete your registration. Once you’ve registered for Online Banking, you can download the Centra Mobile app to take advantage of Mobile Banking.

Other Loans

Can I apply for a loan online?

Yes! Click here and select the type of loan. If you don’t see the type of loan you are looking, you can make an appointment to meet with a local loan specialist.

When would a late payment affect my credit report?

Late payments will be reported once they are 30 days past due.

What is the late fee?

The standard late fee is $17.00 and is issued after the 15-day grace period if the payment has not been made. If your loan is set up for weekly or biweekly payments, the standard late fee is $5.00.

Is there a grace period on my loan?

Yes, there is a 15-day grace period on personal and auto loans. The grace period lets you delay your payment past your due date without getting a late fee. If a payment hasn’t been made within 15 days after the due date, a late fee will be applied.

Where can I find loan payoff information?

At this time, all loan payoffs need to be initiated by calling the Contact Center at 800-232-3642 or by visiting a local branch.

Is there a way to stop an automatic loan payment if I don’t have funds in my account to cover it?

To have a stop payment placed on an automatic loan payment, please call us at 800-232-3642.

How do I set up automatic payments for my loan?

You can set up recurring payments from your Centra account in Online Banking by selecting ‘Transfers’ and adjusting the scheduling options. If you need to set up recurring payments from another institution, please call us at 800-232-3642.

What are the different ways I can make a payment on my Centra Credit Union loan?

You have several easy ways to make your loan payments, whether from your Centra account or an account at another financial institution.

  • To make payments from your Centra account, simply sign into Online Banking and manage payments under the ‘Transfer’ tab.
  • To make payments from another institution in person, you can make an appointment or call us at 800-232-3642.
  • To make a payment from another institution online, click here to launch the Online Payment Center. There is a $5 charge per use for unregistered users. There is no fee for registering for an account. Payments may take up to 2 business days to post to your loan account.

Security

Is my money safe with Centra?

We want to assure you that as one of the top 200 Safest Credit Unions, we have your back! Not only is Centra a financially strong credit union, but we are also federally insured by the National Credit Union Administration. The National Credit Union Administration (NCUA) is an independent agency of the United States government that regulates, charters, and supervises federal credit unions. Click here to learn more.

What do I do if I received an unsolicited or suspicious email claiming to be from Centra Credit Union?

Never respond to or click on any links in a suspicious or unsolicited email. You can call us at 800-232-3642 to report a suspicious email. Click here to learn more about fraud protection and prevention.

What should I do if I think someone has gained unauthorized access to my Online or Mobile Banking?

If you suspect someone has access to your Online or Mobile Banking, please change your user ID and password by logging in, selecting ‘My Profile,’ and then choose ‘change password or username.’ You can call 800-232-3642 for assistance. Carefully review your account for any errors or unauthorized activity. Click here to learn more about what you can do if you suspect you’re a victim of fraud.

What do I do if I received a suspicious phone call or text claiming to be from Centra Credit Union?

If you ever question the validity of a call or text from someone who says they are a Centra representative, hang up or do not respond to the texts, then call us at 800-232-3642. We will never call you to request your personal information. For more ways to stay protected from fraudsters, you can visit our Fraud Awareness page.

What should I do if I believe I am a victim of identity theft?

If you suspect you are a victim of identity theft, please call our Contact Center 800-232-3642 or make an appointment to visit a local branch at your earliest convenience. Click here to learn more about what you can do if you suspect you’re a victim of fraud.