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Frequently Asked Questions

General

What is a credit union? 

A credit union is a non-profit money cooperative whose members can borrow from pooled deposits at low interest rates. Members are the owners.

What is the difference between a credit union and a bank?

Credit Union depositors are members and each member is an owner of the credit union. Banks’ depositors are customers and have no ownership interest. Banks are owned by investors.

Since credit union members are owners, each member, regardless of how much money they have on deposit, has one vote in electing a board of directors and members can run for election to the board. Banks are owned and controlled by stockholders. Customers don’t have voting rights, cannot be elected to the board and have no say in how the bank is operated.

A credit union’s board of directors is comprised of volunteers and a banks’ board members are paid.

Who can join First Heritage? 

Anyone who lives, works, worships or attends school in the three county community, comprised of Steuben and Chemung Counties, New York and Tioga County, Pennsylvania, as well as their immediate family members, and also including businesses and other legal entities located in the proposed community qualify for membership.

How do I open an account? 

Becoming a member is easy. You can stop in any branch office or you can open an account online. All you need is a minimum of $5.00 to open your Share Savings account.

What types of products does First Heritage offer?

We offer a wide range of products and services to meet your needs. We offer savings accounts, club accounts, share draft checking accounts, share certificates, IRA’s, specialized club accounts for kids, auto loans, personal loans, home equity loans, mortgage loans, online banking and so much more.

What is your routing and transit number?

222 381 882

Are my accounts insured?

Yes, your funds are insured up to $250,000 by the National Credit Union Share Insurance Fund. There are many ways to increase your amount of coverage. Click here for more information.

Do you offer notary services? 

Yes, we have several notary publics at almost every branch location and there is no charge for this service.

What are your Saturday hours? 

Our Elmira Heights office is open 9 AM until Noon and our Painted Post and Wellsboro offices are open in the drive-thru only from 9 AM until Noon. 

Do you have a coin machine?

Our Painted Post branch location has a coin machine and there is no charge.

How do I wire money? 

Click here for wire instructions or stop by any office to obtain a wire transfer request form.

Where are your ATMs or night drops?

Click here for a full listing of our ATM and night drop locations.

How long does an ACH direct deposit take to be deposited into my account if my employer sent it today? 

ACH direct deposits take 1-3 business days, from the day it is sent, to post to your account.

Do you offer Medallion Signature Guarantee services?

Yes, please read our Medallion Signature Guarantee guidelines for complete details.

First Line Online Banking

Is online banking secure?

SSL and Firewalls

First Line Online Banking is accessed through a Secure Socket Layer (or SSL). This means all data transmitted to or from First Heritage’s computer systems are encrypted and use the most sophisticated security available. Several firewalls exist to prevent unauthorized access to the system to ensure your information is accessible only by using a correct Username/ID and Password.

Username/ID and Password

It is very important that only you know your Username/ID and Password. This is the only way your account may be accessed. Three (3) unsuccessful attempts will lock out a user from accessing their account. If a user becomes locked out, a call must be placed to one of our member service representatives for security purposes.

Automatic Log Off

After a ten minute period of inactivity, the system will automatically log you off and force you to re-enter your Username/ID and Password.

Transaction Monitoring

First Heritage contracts a third party to perform transaction monitoring. Transaction Monitoring is an online risk management system specifically designed to optimize fraud investigation resources by identifying high-risk online activities in real time. Transaction Monitoring detects, analyzes, and scores each online activity and also uses information collected from its Fraud Network (a cross-organization, cross-application, cross-border online fraud network) to identify fraudulent activities.

Multifactor Authentication

For transactions that do not pass the transparent authentication layer, or are deemed “high risk,” by transaction monitoring, users must clear an additional authentication method. First Heritage uses challenge questions as well as out-of-band phone authentication. In the out-of-band phone authentication process, the end user receives an automated phone call asking the end user to enter a confirmation code.

How do I reset my online password if I have forgotten it?

Click on the “Reset Password” link and fill in your First Line Username/ID, your email address on file and the email subject. The email subject can be anything you choose. The email subject you enter will be used in the Password Reset email we send you, so that you know that the email concerning your password is legitimate and was generated by an inquiry of yours. An email will be sent containing instructions on how to reset your password. The email link is only good for two hours. Please note: Online access is locked out after three invalid password attempts and can only be unlocked by contacting us for security purposes. You may reset your password while locked out but you will not be able to access the account until it is unlocked.

Can I view multiple accounts with one login?

Yes, we can set-up multiple accounts under one login. You will need to fill out an Alternate Account Access form which you can access by stopping into any branch or by calling us at 888-936-8402.

How do I transfer money to another account online?

You can transfer funds to any other First Heritage member online by clicking on “Transfers” and then “Transfer To Any Account”. You will need the account number of the person you are transferring to. If you do not know the account number of the person you are transferring funds to you can use our Person to Person (P2P) payment feature within online bill payment.  Our Person to Person (P2P) payment feature can be used to send funds to anyone at any financial institution.

Can I transfer funds to or from an account I have at another financial institution? 

Absolutely! Our FI to FI transfer feature is free and allows you to transfer funds to and from an account you have at another financial institution. Click here for step-by-step instructions on how to setup this service.

What is Online Financial Management (OFM)? 

Online Financial Management can help track expenses, set budgets and help you reach your financial goals even faster. The single view presents all of your accounts in one place, including account you have at other financial institutions. It helps you manage your spending with colorful charts to help monitor expenses, easy-to-use budgeting tools help keep you on track and your current net worth is calculated daily. For more information view our demo.

Where do I find pending deposits?

Pending deposits can be found within online banking by clicking on “Services” and then “Pending Deposits.”

Where do I find pending check card authorizations?

Click on the holds link next to your checking account from the account dashboard screen.

Where do I find pending credit card authorizations?

Click on the holds link next to your VISA® account from the account dashboard screen.

How do I update my address, phone number or email address?

Click on the Services Tab and then “Change of Address”.

What kind of services do you offer online?

  • Check your balance
  • Transaction history
  • Transfer funds
  • Free Bill Pay
  • E-Statements
  • Online Financial Management
  • Alerts
  • Access check images
  • Online loan applications
  • Open a new share ...and so much more

How do I download your app on my smartphone?

From your smartphone, navigate to your app store and search for First Heritage Federal Credit Union. Click on install and that’s it.

Android users click here.

iPhone users click here.

How do I deposit a check by taking a picture of it?

First, request to have the Deposit Now feature turned on for your account. Next, open the First Heritage app from your smartphone and login with your username and password. Choose “Deposit Now” from the menu. Finally, take a picture of the front of the check, the back of the check, enter in the dollar amount and choose the account you would like to deposit the funds into. Click here for a demo.

Bill Payment

What is the cost for bill pay?

Consumer bill pay is absolutely free. Our business bill pay, which includes direct deposit capabilities, is $4.95 per month with 10 bills free per month ($.50 per bill after 10).

How do I add a payee? 

Click on the “Bill Pay” tab while securely logged into your account and click on the “Add Payee” button and fill in the requested information for the payee that you would like to add.

How do I schedule a one-time payment? 

Click on the “Bill Pay” tab while securely logged into your online account. You will be directed to the Bill Pay dashboard where your payees are listed. Simply navigate to the payee that you would like to pay and enter the dollar amount of the payment and the date you would like the payment to be delivered on and click “Pay.”

How do I schedule a recurring payment?

Click on the “Bill Pay” tab while securely logged into your online account. You will be directed to the Bill Pay dashboard where your payees are listed. Simply navigate to the payee that you would like to pay and click the “Make it Recurring” link located to the right, fill in the requested information (amount, frequency of the payment etc.) and click “Submit.”

How do I edit or cancel a scheduled payment?

Navigate to bill payment by clicking on the “Bill Pay” tab. A list of pending payments will be displayed on the right hand side of the screen underneath “Pending.” Click on the edit link next to the payment you wish to edit or cancel. Detailed payment information will be displayed and you can choose to either edit the payment date or amount and click “Submit” or you can check the box “I would like to stop this payment” and click “Submit” to cancel the payment.

Why do some payments go out by check and some go out electronically? 

If a payee can accept a payment electronically, your payment will automatically go out electronically to speed up delivery. Unfortunately, not all vendors can accept electronic payments and if that is the case we will mail them a check on your behalf.

Why can’t I schedule a payment to be made today? 

The date displayed when scheduling a payment is the “Deliver by Date.” Payments scheduled before 3:00 PM EST will be sent out at 3PM that business day and will generally be delivered to the payee the following business day if the payment can be sent electronically. Payments scheduled by 3PM that business day that are sent out by check are generally delivered to the payee within 5 business days (depends on the USPS).

Loans

Do you offer extended warranties on vehicles?

Yes, we have a complete line of coverage designed to keep your vehicle on the road.  There are three types of coverage to choose from depending upon your coverage needs.  All plans are through Route 66 and come with rental car allowance, 24/7 emergency roadside service, no deductible, nationwide coverage, 30 day money back guarantee, and are transferable.

What is GAP (Guaranteed Asset Protection)?

GAP is a non-insurance product, used to help fill the gap between what your vehicle insurance will pay and what you owe on your loan if your vehicle is totaled.  It can be purchased to cover automobiles, light trucks, motorcycles, boats, travel trailers, etc.

How do I apply for a loan?

You can apply for a loan by calling 888-936-8402, by stopping in any branch or using our convenient online application center.

How long does it take to find out whether my loan request was approved? 

It generally takes one business day or less to find out if your request was approved.

Do you offer business loans?

We offer many types of business loans. Please contact one of our business specialists at 888-936-8402 for more information.

What is credit life and disability insurance?

Credit Insurance, also known as Payment Protection, gives you the opportunity to protect yourself and your family from the unexpected. It's designed to make sure a debt doesn't become a burden.

Payment Protection can be an effective way for you to supplement other life insurance you may carry. Best of all, Payment Protection provides loan-specific coverage with few eligibility and enrollment requirements.

Covers Many Loan Types

Credit Insurance (also known as Payment Protection) is available on installment loans, lines of credit, credit card loans and certain types of real estate secured loans.

Two types of Payment Protection:

Credit Life Insurance pays off or reduces a borrower's loan balance if the borrower dies. Joint Credit Life Insurance protects both a borrower and co-borrower if both are named on the loan application and are jointly and individually liable under the loan.

Credit Disability Insurance is designed to make loan payments (up to the contract limit) if the insured becomes disabled and unable to work. Joint credit disability coverage is only available in certain states.

Cards

What should I do if I lose my VISA debit/credit card?

You should contact us immediately if your card is lost or stolen.  You can contact us by phone 24/7 at 888-936-8402 or you can block your card via online banking under the "Services" tab.

If I am using my VISA check/debit card to make a purchase, should I choose "debit" or "credit"?

To avoid incurring any ATM fees when making a purchase, you should always select “credit.” The amount of the purchase will be deducted from your checking account and your purchase will be protected under VISA regulations.

Why am I charged a $1.00 ATM fee for some of my transactions?

Members with a standard savings or checking account receive 5 free ATM/debit transactions per month and members with a First Choice Checking account receive 7 free ATM/debit transactions per month and then there is a $1.00 fee per transaction. When using your debit card you should always process the transaction as “credit” to avoid incurring any ATM/debit card fees.

How can I set up to pay my Visa from another financial institution?

You can use our FI to FI transfer feature to transfer funds from another financial institution to your account with First Heritage. Funds will be deposited into your savings or checking account and you can then transfer the funds to your VISA. Or if you prefer, we can have those funds automatically transferred to your VISA once they have been deposited. Contact us at 888-936-8402 to have an automatic transfer established.

Can I set up an automatic transfer or payroll transfer to pay my Visa?

Yes, we can set up an automatic transfer to your Visa in a variety of ways to best suit your needs. Just give us a call at 888-936-8402 and we would be happy to take care of that for you.

Chip Cards

Why are chip cards more secure than traditional cards?

It's that small, metallic square you'll see on new cards. That's a computer chip, and it's what sets apart the new generation of cards.

The magnetic stripes on traditional credit and debit cards contain unchanging data. Whoever accesses that data gains the sensitive card and cardholder information necessary to make purchases. That makes traditional cards targets for counterfeiters.

If someone copies the information from a magnetic stripe, they can easily replicate that data over and over again because it doesn't change. Unlike magnetic-stripe cards, every time a chip card is used for payment, the card chip creates a unique transaction code that cannot be used again.

If a hacker stole the chip information from one specific point of sale, typical card duplication would never work because the stolen transaction number created in that instance cannot be used to complete other transactions.

Chip technology will not prevent data breaches from occurring, but it will make it much harder.

Experts hope it will help significantly reduce fraud in the U.S., which has doubled in the past seven years as criminals have shied away from countries that already have transitioned to chip cards.

How do I use a chip card to make a purchase?

Just like magnetic-stripe cards, chip cards are processed for payment in two steps: card reading and transaction verification.

Instead of going to a register and swiping your card, you are going insert your card into a terminal slot and wait for it to process.

When a chip card is inserted, data flows between the card chip and the card issuer to verify the card's legitimacy and create the unique transaction data.

Will I still have to sign or enter a PIN for my card transaction?

You will still sign or enter a PIN for transactions. If you are using your card at an ATM, you will still enter your PIN as you do now.

If fraud occurs after chip cards are issued, who will be liable for the costs?

On Oct. 1, 2015, card present fraud liability shifted to whoever is the least chip compliant party in a fraudulent transaction. Consider the example of a financial institution that issues a chip card used at a merchant that has not changed its system to accept chip technology. This allows a counterfeit card to be successfully used. The cost of the fraud will fall back on the merchant.

Any parties not chip-ready by October 2015 could face much higher costs in the event of a large data breach. Automated fuel dispensers will have until 2017 to make the shift to chip-compliant. Until then, they will follow existing fraud liability rulings.

So by Oct. 1, 2015, the transition to chip technology will be complete? 

Not exactly. Although the deadline is strong encouragement for all payment processing parties to become chip-compliant as soon as possible, experts do not believe everyone will comply by that date.

If I want to use my chip-card at a retailer that doesn't support chip technology yet, will it work?

Yes. The first round of chip cards will be equipped with both chip and magnetic-stripe functions so your spending is not disrupted and merchants can adjust. If you find yourself at a point-of-sale terminal and are not sure whether to dip or swipe your card, have no fear. The terminal will walk you through the process.

Will I be able to use my chip card when I travel outside the country?

For the most part, yes. The U.S. is the last major market still using the magnetic-stripe only card system. Many European countries moved to chip technology years ago to combat high fraud rates.