FAQs
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TruStone Financial Federal Credit Union is merging with Ukrainian Credit Union of Northeast Minneapolis. Ukrainian Credit Union (UCU) is based in Northeast Minneapolis, inside the Ukrainian Event Center. UCU was founded in 1968 to provide sound financial information and opportunities to the Ukrainian community. Their membership base includes Ukrainian, Eastern European, and American members. They have $6 million in assets and over 1,245 members. This merger will bring additional value and opportunities to your credit union membership. Including: • Additional branch- TruStone will utilize the current Ukrainian Credit Union space located at 301 Main Street NE, Minneapolis, just inside the Ukrainian Center as an additional branch open to all TruStone membership. Once the Ukrainian Credit Union location opens to all TruStone members, it will be considered TruStone’s Northeast Minneapolis branch. • Economies of Scale – The merger of the two credit unions will allow us to: - continue offering competitive rates • Expand our community efforts – We will continue serving our current membership as well as be in a position to expand to the downtown Minneapolis market.
In the immediate future, members for both credit unions will see no impact to their accounts or account numbers. If you are already a member of TruStone Financial, your TruStone accounts will not be impacted by the merger. We will work to ensure a seamless integration so you can conduct your financial business as you always have, without any impact to your accounts. Beginning in Fall, 2011, we will be converting Ukrainian Credit Union members over to the TruStone Financial operating system.
Yes. All branches will remain open. The Northeast Minneapolis branch at the Ukrainian Center will be accessible to TruStone members mid-summer. TruStone’s Northeast Minneapolis location will undergo slight remodeling to fit the TruStone brand. We plan to remain open for business during the remodel.
Yes. Your combined TruStone and UCU accounts will continue to be insured by the National Credit Union Administration (NCUA) to at least $250,000. For more information on your insured funds, visit www.ncua.gov. Yes. All the staff and service levels you have come to expect from TruStone will be retained. After all regulatory approval from the State of Minnesota and NCUA, we anticipate the merger to officially take place on or around July 1, 2011. Yes. Ukrainian Credit Union members voted unanimously to merge operations, pending the State of Minnesota and NCUA approval.
The name of our combined organization will be TruStone Financial Federal Credit Union. TruStone Financial is in an excellent financial position. After this merger is complete, we will be a $670,000,000 financial institution with over 58,000 members and a capital to asset ratio at 9.80%. By regulation, one credit union must merge into the other to form the partnership. The merging credit union’s members would then vote. Ukrainian Credit Union was considered the merging partner. No interruptions are anticipated to any product or service currently offered by TruStone Financial. If you have additional questions about the TruStone/Ukrainian Credit Union merger, you can contact us via: Contact Center: (763) 544-1517 or (800) 862-1998 Visit one of our 8 branch locations: Apply Valley, Golden Valley, Highland (St. Paul), Lyn-Lake (Minneapolis), Maple Grove, Northeast Minneapolis (at the Ukrainian Center) Roseville, St. Cloud
No. If you are a member of the Ukrainian Credit Union, you will automatically become a member of TruStone Financial Federal Credit Union. There will be more information on this in the upcoming months. Because of a repeat in member numbers, we will be modifying your member number slightly. You can begin using your new member number fall, 2011. Your new member number will be a six digit number beginning with 3. If your UCU number is not currently six digits, we will need to add zeros to get your new number to six. Your UCU member number will be embedded in this number. Example: If your member number is currently 123, your new member number in fall, 2011 will be 300123. If your member number is 17, your new member number will be 300017.
As we move forward with merging operations, you will be receiving communication from TruStone throughout the process at the home address UCU currently has on file. Please read all mail from either Ukrainian Credit Union and/or TruStone Financial Federal Credit Union, as it will have important information about the credit union merger.
If you currently have a loan with Ukrainian Credit Union, your account will show as a transferred account which will have no impact on your credit score. Your loan and/or credit card will begin to report as TruStone Financial after the system conversion is complete in fall, 2011. Continue to use your Ukrainian Credit Union account just as you have, including writing checks and using your debit card. There will be minor changes to your accounts, including product names and benefits, beginning Fall, 2011. Yes. You will still have access to this location. This branch will now be referred to as TruStone’s Northeast Minneapolis branch at the Ukrainian Center. You will have extended hours at this location and access to TruStone’s seven other branch locations beginning July 1, 2011. By regulation, one credit union must merge into the other to form the partnership. The merging credit union’s members would then vote. Ukrainian Credit Union was considered the merging partner and membership voted unanimously to merge operations, pending the State of Minnesota and NCUA approval. We are anticipating a merger date of July 1, 2011. At this time, you will be able to utilize all seven TruStone branch locations. However, TruStone and UCU will not merge operating systems until fall, 2011. Yes. You can continue to write checks, access your accounts online, use your debit card, etc. As our operating systems merge in fall, 2011, you will be receiving a new Visa® debit card. If you would prefer to switch to the Visa debit card sooner than fall, 2011, you can open a TruStone account at any of our branch locations.
Yes. You can continue to call (612) 379-4969. You may also call our Contact Center at (763) 544-1517 or (800) 862-1998. Yes. Your combined TruStone and UCU accounts will continue to be insured by the National Credit Union Administration (NCUA) to at least $250,000. For more information on your insured funds, visit www.ncua.gov. If you still have Ukrainian Credit Union checks, you will be able to continue using them. If you need to place an order for checks, contact TruStone’s Northeast Minneapolis branch at (612) 379-4969. Yes. You should continue to send your direct deposit to UCU’s routing and transit number: 291075129. If you need your account number, contact TruStone’s Northeast Minneapolis branch. There will be changes to the look and layout of your monthly statement. You should see these changes beginning in November, 2011. Yes. There will be changes to the current look and layout of the UCU site. You will still be able to utilize Account Access online banking until fall, 2011. You are able to access TruStone’s seven branch locations any time after July 1, 2011. You can continue to utilize UCU’s Mastercard® ATM network until Fall, 2011. Once the credit union’s merge operations in the fall, you will receive a Visa® debit card. This will give you access to thousands of surcharge free ATMs across the United States. If you would prefer to begin utilizing TruStone’s Visa® ATM network prior to fall, 2011, contact the Northeast Minneapolis branch location. 
Yes. All the language translations available through UCU will continue to be available at the Northeast Minneapolis branch location. ZashPay is a person to person payment service located within ePay that allows a member to send money to anyone using only the recipient’s name and e-mail address or mobile number. The cost of ZashPay is $1.00 each time money is sent. There is no fee to receive funds via ZashPay. ePay subscribers will access ZashPay from the “ZashPay” button at the top of the ePay screen. To send money, the member will enter a person’s name and e-mail address or cell phone number, enter the amount of the payment, select a pay from account (if applicable), add a personal message and send the payment. The recipient will receive an e-mail or text message with instructions about how to collect the money. The recipient is notified of payment via email or text message, depending on what they select. TruStone has selected limits based on your financial relationship with the credit union. Additionally, there is daily and weekly limits set for all TruStone members. To learn more about the daily and weekly ZashPay limits, contact us at (763) 544-1517. Basically, anyone in the US with a valid checking account and an e-mail address or cell phone number can receive a ZashPay payment.
There are some restrictions. To enroll, a person must have a valid name, U.S. address, SSN and e-mail address, along with a valid U.S. checking account that can accept ACH transactions. Fiserv will perform a light credit bureau check to validate the name, address and SSN for all applicants. If the validation is not successful, Fiserv will require a paper enrollment with a copy of some form of identification, along with a voided check from the account specified on the enrollment form. The recipient will be sent a reminder email or text message after seven days if the payment has not been claimed. The payment will be canceled if not claimed after 14 days. No funds will leave the sender’s payment account for an unclaimed payment, nor will service fees be assessed. The sender will always have visibility of the status of the payment within ePay on the ZashPay screen. Unclaimed payments should be discussed by the sender with the recipient and possibly resent or paid by another means.
The recipient’s mobile carrier may not support receiving text messages from ZashPay. If the carrier is not supported, the recipient will not receive text messages from ZashPay notifying them that money has been sent. Recipients who have previously signed up for ZashPay, however, will still receive the money. Supported mobile carriers: Verizon, AT&T, Sprint and T-Mobile No. The ZashPay service is an electronic Person-to-Person payment service. Once the funds are in the receivng party's account, they are able to go to their financial institution and withdraw those funds according to their practices. If the recipient of the funds is already a registered ZashPay user, the funds will be deposited directly into their account. If this is the first time the recipient is receiving funds and they have not yet registered, they will need to either enroll for ZashPay within ePay or retrieve their funds from the ZashPay.com public site. We provide 24-hour toll-free support. Immediately report any problems or a lost or stolen card by calling 866-760-3156. A replacement card can be issued and any available balance transferred to a new card, less applicable fees that will be deducted from the card's available balance. Replacement cards are generally received in 7-10 business days. Emergency card replacement can also be requested with guaranteed delivery within the next business day, or sooner in some cases. See the Terms & Conditions for fees that apply to lost or stolen cards and emergency card replacement. As long as the lost or stolen card is reported immediately, you will not be responsible for any unauthorized merchant charges. If traveling internationally or far from home, a secondary card should be considered. That way, if the primary card is lost or stolen, the secondary card can immediately be used to access the funds without having to wait for a replacement card.
You can check your balance at this website, by calling your local branch, or by calling customer support at 866-760-3156. Since a merchant may not be able to tell how much money is on the card, keeping track of your balance is a sure way to know how much you have to spend.
Your receipt will reflect the local currency. It is always good to plan ahead and have a general idea of what the local exchange rates are before you travel. This helps you to understand what goods and services are actually costing you.
The exchange rate is determined by the rate of exchange on the date of purchase. Using your Prepaid Card at an ATM can be less expensive than using a currency exchange to get foreign currency.
Visit the ATM locator found at this website or at www.visa.com for participating VISA® ATMs both domestic and abroad.
Any authorization request that is greater than the card's available balance will be declined. However, there can be times when a Visa merchant puts an item through without prior authorization. If an overdraft occurs, the cardholder will be required to either reload funds onto the card or make a payment to Cardholder Services to cover the negative amount.
Possible reasons your initial load or reload might be declined are: the name/address on file with the debit/credit card issuer does not match the primary cardholder profile on the VISA® Prepaid Card website, the debit/credit card expiration date or 3 digit code listed on the website is incorrect, or the 4 load limit or other applicable limits have been exceeded. First, verify your funding source information and the total number of reloads performed to date. If this does not resolve the issue, call the toll free number on the back of your card to discuss other limits that may have been exceeded.
If you choose, a new Personalized Prepaid Card can be ordered from the website, or by going into your local branch. You can continue to make purchases using your old card until the balance has been depleted.
Yes, the card can be loaded up to 4 times for Non-personalized and unlimited times for Personalized. To reload using the credit or debit card registered during enrollment, primary cardholders can visit the website, call the number listed on the back of their card, or visit your local branch. Any applicable fee for reloading via the website or by phone will be charged to your funding source, along with the value being added to your card.
Yes, simply pay a portion of the purchase with the available balance on your prepaid card then request to pay the balance of the purchase with cash, check, or a credit/debit card. If a decline occurs, the card's available balance is probably less than the purchase amount. You may inform the merchant of the remaining balance on the card and use another form of payment to pay the difference, subject to the policy of the merchant.
Also, please be aware that
some merchants - for example, restaurants, car rental agencies, salons,
mail-order companies, and cruise lines - preauthorize for an amount slightly
higher than your actual transaction to ensure sufficient funds for tips or incidental
expenses. This amount is
"held" until the transaction settles to your Prepaid Card. Only the
amount you sign for will ultimately be deducted from your card. Use of the card
at automated fuel dispensers requires that a specific minimum balance be
available on the card, which is determined by the issuer of the prepaid card,
in order to complete the transaction. For example, the issuer may
require that there is a minimum balance of $75 on the card in order to utilize
the card at an automated fuel dispenser. Again, only the actual amount spent
will ultimately be deducted from the card.
Each merchant location has its own return policies and will handle the returns in the same manner as any other VISA® transaction and may take up to 7 business days to be credited to your Prepaid Card. They may credit your Prepaid Card; provide a cash refund, or a store credit.
Non-personalized cards are activated at the time of purchase and the PIN (personal identification number) can be obtained by calling Cardholder Services. Personalized cards can be activated by logging into this site and clicking on the Activate Card button or by calling the customer support number listed on the back of your card. Over the phone, an assigned PIN will be automatically spoken after your card is activated and you'll be given the opportunity to select a new PIN if you choose.
Each card is distributed with Terms & Conditions (link to “VISA® Reloadable Prepaid Cards Terms & Conditions” page). This document fully explains the terms and conditions regarding the use of the card. The cardholder accepts the terms and conditions by either signing the back of the card, using the card, or receiving the card by request.
You can order personalized Prepaid Cards directly at this site or stop into a branch and we can order one for you. Non-personalized Prepaid Cards can be purchased at your local branch. No, Prepaid Cards cannot be given as a gift. You purchase the Prepaid Card for your own personal use.
A TruStone Prepaid Card can be purchased by anyone that has a valid debit or credit card registered in his or her name. The individual purchasing the card is defined as the primary cardholder. The address listed for the primary cardholder must match the billing address for the debit/credit card used to purchase the Prepaid Card. Personalized primary cardholders can order online up to two personalized secondary cards for family members or companions. When purchasing a secondary card for a young person with no card experience, be sure to go over all of the materials that accompany the card.
Purchase transactions are unlimited, up to the balance remaining on your card. However, for the protection of our cardholders, there are limits to the number and dollar amount of reloads, ATM withdrawals and cash advances performed within a certain time period. To learn more about the current limits, please reference your terms and conditions.
Your card can be used to make purchases at millions of VISA® debit locations worldwide and to obtain cash at any VISA® Interlink, or Plus® ATM worldwide.
It's a reloadable prepaid Visa card, which means you can spend up to the value placed on the card anywhere VISA® debit cards are accepted. You can shop in stores, online, over the phone, and by mail order. You can get cash at VISA®/PLUS ATMs worldwide. Each time you make a purchase, the amount of that purchase is automatically deducted from the card.
Go to the "My Profile" section and click "Service Setup" at the top of the page, then click "Cancel Your Service" at the bottom of the page. Be aware that you will no longer have access to your "Payment History" section, payees are notified to no longer send e-bills, and scheduled payments will not be paid, but processed payments will be paid.
Although we offer free ePay to our members, maintaining inactive ePay accounts are not free for TruStone. To keeps costs low, so we can pass the savings on to you, ePay accounts are closed after a two-month period of inactivity.
If you would like to take advantage of free ePay again after your inactive account has been closed, simply log in to Personal Access (link to Personal Access sign-on) and sign up for the service again.
Rest assured that your online payments will be processed safely and reliably. All electronic payments processed through CheckFree are backed by the CheckFree Guarantee. The two-part guarantee provides protection from unauthorized transactions, and limits your liability for late-payment-related charges due to processing delays, so long as the payment is scheduled in accordance with the service Terms & Conditions.
Some payees offer their statements or invoices electronically instead of being mailed in paper format. You can view your eBills on the ePay site. However, if you choose to receive eBills, you may still receive a paper bill, as well as an electronic one. This depends on the payee.
$30 per NSF item.
$30 per stop payment.
Our ability to process a stop payment request will depend on the payment method and whether or not a check has cleared. Prior to the payment date, call ePay support at 888.918.7416.
If the payment date has passed, you may also call ePay support or email them by clicking on the "Inquire" button next to the payment in the Payment History screen. We may not have a reasonable opportunity to act on a stop payment request on a payment that has already been processed.
If you determine that a check from your account was mailed for the payment, you may also call TruStone at 763.544.1517 or 800.862.1998. We will need to know the check number, dollar amount, and payee. This information is available in the Payment History screen by clicking on the "View" button next to the payment.
Find the payment in question in the "Payment History" section and click the "Inquire" button to send a detailed message about the question or problem or call 888.918.7416 to talk with ePay Support.
No, your payments are sent with your payee account number and payee information, so the payees are able to credit your account appropriately.
You can use ePay with any TruStone checking account. This service is not available through savings or money market accounts.
You can pay anyone in the United States that you normally would pay by check (these can include payments to a relative, friend, or any vendor), with two exceptions: state and federal tax payments and court-ordered payments. Yes, you must be enrolled in Personal Access Online Banking to use ePay. If you're not currently enrolled, sign-up today!
ePay uses several measures to ensure your security: SSL (secure sockets layer), which secures your connection and personal information from any outside source; 128-bit encryption, which makes your personal information unreadable as it passes over the internet; automatic sign-out if you are inactive on the site for more than 10 minutes.
You can sign on to eNotify via Personal Access, click the eStatements tab, and click the "Stop Service" button. This will stop eStatements from being sent and paper statements will resume. It takes one statement cycle to cancel eStatements.
Undeliverable emails will result in a cancellation from eStatements. TruStone will mail your statement via U.S. postal mail; along with a letter informing you that eStatements has been cancelled. You will need to re-enroll if you would like to receive eStatements again.
If you need to change you email address, you can go to eNotify in Personal Access, click the "Email Addresses" tab, and change your Primary Email Address.
You will be sent a new Activation Code which you can use to activate your new address, so future eStatements will be sent to that address.
If you forget your eStatements password, go to eNotify in Personal Access, click the "eStatements" tab, type in a new password, and click "OK." Then, you can go back to the eStatements tab and click the "Resend eStatement" button. You will then be emailed another eStatement to open with the new password. Password changes cannot be accepted by phone or in the branches.
You can print your eStatement on your personal printer or call us at 763.544.1517 or 800.862.1998 to have a copy mailed to you. There is a $5.00 statement copy fee.
Yes, you must have the following:
It takes one statement cycle to begin receiving eStatements. Please be aware that some statements are sent monthly and some are sent quarterly.
No, you must enroll via the eNotify service in Personal Access. TruStone employees are unable to accept paper enrollment forms because electronic enrollment is a requirement of the federal eSign Act.
No, if you sign up for eStatements, all TruStone-generated statements for your member number will be sent via email.
Your monthly, quarterly, line of credit, and home equity line of credit statements can all be received via email. VISA statements are not available via email at this time.
No, eStatements are free of charge.
To report your card lost or stolen, review your account activity or all other customer service inquiries, please call: 1-866-902-6082. Please provide your name, your account number and the last 4 digits of your home phone number.
Spending is limited to the amount placed on the card. Each time the card is used to make a purchase, the amount is deducted automatically from the card's balance. Recipients must know their card's balance before shopping. The card will be declined if they try to purchase an item that is greater than the card balance.
To purchase items that are more than the balance on the card, simply use another payment method (cash, check or another credit/debit card) to pay the difference.
The card can be used at any location (millions of locations both in-store AND online) that accepts VISA® debit cards.
You can choose to give a gift of any denomination between $20 and $500.
It's a convenient gift for all gift-giving occasions such as: birthdays, holidays, baby showers, weddings, new home, anniversaries, graduations or just to say "thank you."
It's a prepaid TruStone VISA® card that can be given as a gift. Perfect for any gift giving occasion, the VISA® Gift card is welcome at millions of locations that accept VISA® debit cards.
No. You must be signed up for Personal Access Online Banking in order to use Mobile Banking.
Call us at 763.544.1517 or 800.862.1998 to reset your password. Once your password is reset, you must first update it via your PC on TruStone’s Personal Access Online Banking site. For security reasons, you may not update your new password on your mobile device. Once your password is set up on your PC, you may use your Member Number and Password/PIN to immediately log-in to Mobile Banking. TruStone’s Mobile Banking includes the following banking services:
No. TruStone’s Mobile Banking is free of charge.
TruStone’s 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 TruStone’s web servers is encrypted using the Secure Socket Layer (SSL) layer.
You can access Mobile Banking from any internet-enabled mobile phone. MShift powers TruStone’s Mobile Banking. For more information on MShift, visit their web site at http://www.mshift.com.
In order to access Mobile Banking, you need a valid Member Number and Password/PIN for Personal Access Online Banking and a mobile device with an internet connection. Simply enter https://m.trustone.net into the browser of your phone and then log-in.
Online - If you run into some troubles using Personal Access, check out our website. We have a FAQ and a Troubleshooting Guide that might help you solve the issue. This is a good place to start, especially during non-business hours. Email – Send us an email to estaff@trustonefinancial.org and we will respond within 24 business hours. Please do not send any confidential information (account number, Soc. Sec. Number, credit card number) through your email. This type of communication is not encrypted, and might be hijacked while in transit. Phone – We’re here to help! Please call us at 763.544.1517 or 800.862.1998, Monday - Friday: 8:00 AM - 6:00 PM and Saturday: 9:00 AM – 12:00 PM. Having trouble? Here is our handy Troubleshooting Guide… Hopefully your experience with Personal Access will be trouble-free, but sometimes that just isn't the case. We've posted a number of common questions and their answers for you.
Yes, Personal Access allows account downloads into personal financial management software programs such as Quicken, Money, or Excel. With Personal Access, keeping your finances in order is easier than ever. Not only can you access your account information from anywhere in the world, but you can download your TruStone transactions into Quicken and Microsoft Money with just one click. TruStone offers Web Connect (Quicken) and Active Statement (Microsoft Money), a service that allows Personal Access to connect directly to your money management software. How Do I Download my Transactions?
Cookies are a general mechanism which the internet server can use to both store and retrieve information on the member side of the connection. Personal Access uses cookies for one purpose. At the time you log-in to Personal Access, a cookie is sent to read the clock on your system. The cookie is then updated every time you move throughout the system and periodically as you use the system. If ten minutes have passed on your system with no activity, you are automatically logged off of Personal Access as a security precaution. Without the cookie, there would be no viable way to track the time passed without activity. This cookie is what makes our "timing out" security feature operate. Because it is a security issue, if the cookie is denied by your system at the time the Personal Access system attempts to send it or update it, Personal Access will not allow further access to the system.
If, when attempting to use Personal Access you get an error message that states "There has been a problem during transit. Your browser may not be supported. Please sign on again.", then your browser has cookies disabled. Using the options of your browser, allow it to accept cookies and you should have no further trouble.
As an additional security measure, Personal Access eliminates certain confidential information from your statement (such as account number, social security number and address) before transmitting statement copies from the TruStone computer system to your personal computer.
When a transaction such as a transfer is done through Personal Access, your member statement will place a "HB" notation at the end of the transaction to identify that the transaction was completed using Personal Access ("HB" stands for Home Banking). This is similar to the "VR" notation on your statement next to any transactions you completed using Telexpress ("VR" stands for Voice Response). It´s just meant to be a reminder of how you completed a transaction, which may be helpful when balancing your account.
Your PIN can be 4 to 10 digits in length, all numbers. Personal Access can't accept letters or symbols. We recommend using a PIN with at least 7 digits, making it much more difficult for someone to guess. As a reminder, because your PIN works for both Personal Access and Telexpress, when you change your PIN on one of the systems, you are changing it on the other system as well.
Click on the various buttons to get account information. Most screens in Personal Access have a help button to assist you with questions about using the system. Clicking this button will open a window explaining the screen that you are visiting. It will also guide you through completing transactions such as transfers or requesting a withdrawal from your account to be mailed to you. If you have a question about Personal Access that doesn't seem to be answered in the help screens, please call us at 763.544.1517 or 800.862.1998. Or, email us at estaff@trustonefinancial.org.
Personal Access will be available almost 24 hours a day, every day. You might find the system unavailable from time to time when we perform month-end statement processing, system backups, and software upgrades.
The information available to you through Personal Access is the exact information stored on our computer system at the time you sign-on to Personal Access. The information you receive through Personal Access is the same account information you would receive if you inquired about your accounts in a branch.
Personal Access requires a correct account number and PIN to access confidential account information stored on the TruStone computer system. Unless you share your PIN with someone else, no one other than you will be able to access your account information through Personal Access. For security purposes, we recommend that you memorize your PIN and do not write it down. In addition, to enhance security over your account information we recommend that you periodically change your PIN. If you think your PIN may have been compromised or you notice any unusual activity on your TruStone account, please call us at 763.544.1517 or 800.862.1998. You can also change your PIN online immediately using Personal Access or Telexpress. Keep all documents that include your account information in a secure place so that confidential information cannot be obtained by others. These documents include account statements, your ATM Personal Identification Number (PIN), and your Telexpress/Personal Access PIN.
TruStone has taken many steps to ensure that your financial transactions are secure when accessing them via Personal Access. The two most important security features of Personal Access are your PIN (personal identification number) and your SSL (secure sockets layer) enabled browser. Telexpress PIN: For your protection, TruStone recommends that you memorize your PIN and do not write it down. You should never give your PIN to anyone or let anyone see you enter your PIN when you are logging into Personal Access. In addition, we recommend that you periodically change and do not use easily identified PINs. To enhance the security of your PIN, when you sign on to Personal Access, you will have only a limited number of times to input your PIN. If you exceed the limit, Personal Access will deny you entry into the system, even if you enter the PIN correctly after the limit was exceeded. If you accidentally become blocked from entering Personal Access or Telexpress, please call us at 763.544.1517 or 800.862.1998. You can also change your PIN online immediately using Personal Access or Telexpress. Keep all documents that include your account information in a secure place so that confidential information cannot be obtained by others. These documents include ATM receipts, account statements, your ATM Personal Identification Number (PIN), and your Telexpress/Personal Access PIN. SSL Enabled Browsers: Your SSL enabled browser contains the necessary encryption algorithms to "scramble" the information that is transmitted between you and the TruStone computer system. This ensures the confidentiality of information you submit electronically. For this reason, we recommend that you use the most recent versions of Internet Explorer or Safari. Other Security Features:
For security purposes, the Personal Access system requires that your web browser support Secure Sockets Layer (SSL). Browsers that are SSL-enabled contain the necessary encryption algorithms to "scramble" the information that is transmitted between you and the credit union computer system. This ensures the confidentiality of information you submit or receive electronically. We recommend that you use the most currently available versions of browsers. Absolutely none – TruStone’s Online Banking is completely free! There's no special monthly or one-time charge for members to gain access to Personal Access Home Banking. There's no cost to look up account balances and histories, no cost to view (and print) past statements or get check copies, and no cost to make transfers, get direct deposit information, or get tax information. In fact, there are two services you can complete via Personal Access and avoid paying the normal service fees:
Personal Access Online Banking is an electronic service providing members free, 24-hour computer access to their accounts through the Internet. Personal Access provides account information similar to that currently offered through TruStone’s Telexpress, which provides members 24-hour access to their accounts through a touch-tone telephone. With both Personal Access and Telexpress members can obtain account histories, make transfers and loan payments, and balance their checkbooks. Personal Access also allows members to view their statements, download transaction history into Quicken and Money, apply for a loan, open an account, view tax information, change address and phone number and more.
Seem to be having trouble getting on to the TruStone Financial website using the same bookmark you've always used? You might be using a bookmark that's linked to an outdated page. Make sure that you're always using a bookmark that goes to this address: http://trustonefinancial.org
Below are specific instructions for creating bookmarks using the most popular web browsers. If you're still having problems after trying to create your new bookmark, please don't hesitate to email us for help at estaff@trustonefinancial.org.
Firefox
Internet Explorer
Mozilla
Netscape
Opera
Safari
"403.4 Forbidden: SSL Required" If you are getting this message, you are probably trying to connect to Personal Access using an incorrect web address. Click on the following address for Personal Access, and this should allow you to connect to the Personal Access server: https://mfa.tfcumn.org
"Invalid Page Fault" To fix this error, you will need to upgrade your browser to the latest version. The latest version of Internet Explorer is available for free by clicking on the following link: Internet Explorer.
"Network Error: Socket is already connected" or "A network error occurred while Netscape was sending data (Network Error: Socket is already connected) Try connecting again." Or "Internet Explorer cannot open the Internet site https://personalaccess.tfcumn. org/. A connection with the server could not be established." To fix this error, you will need to upgrade your browser to the latest version. The latest version of Internet Explorer is available for free by clicking on the following link: Internet Explorer.
"Problem during transit" or "There has been a problem during transit. Your browser may not be supported. Please sign on again." The most likely solution is that you need to enable or accept "cookies" on your browser. Personal Access will not function without cookies enabled. (Each browser version can be different, so please check with your browser manufacturer to learn how to enable cookies on your browser.)
If this is not the solution, try updating your browser. The latest version of Internet Explorer is available for free by clicking on the following link: Internet Explorer.
"The identity certificate uses an unknown signature algorithm" To use Personal Access securely, you need to upgrade your browser. The latest version of Internet Explorer is available for free by clicking on the following link: Internet Explorer.
"Sign on information. Problem signing on. Ultra Access Gateway — unable to process the request at this time. Please return to the sign on section and try again." Typically this message is displayed when Personal Access is going through maintenance. If you get the message "Your Financial Institution is Not Available" while trying to sign on during this timeframe, try back in 15 minutes.
You’ll also see this message when we are processing month-end statements, backing up the system, or performing software upgrades. If the system is going to be unavailable, notification messages will be posted on both our home page, as well as the Personal Access sign on page.
When going to the Personal Access sign on page, you get this message: "The page must be viewed over a secure channel." For obvious security reasons, we want to make sure your Personal Access information stays confidential. In order to make sure your member number and PIN stay safe, Personal Access is located on a secure server.
The web address of this server is: https://mfa.tfcumn.org
Note the "s" after the "http" in the beginning of the address. If the web address you're trying to go to does not have this "s," you will receive the error message described above.
"Your Financial Institution is Not Available" If you receive this message while trying to sign on, try back in 15 minutes. It’s likely that we’re maintaining the system. You might also find the system unavailable from time to time when we perform month-end statement processing, system backups, and software upgrades. How does the sign-on process work in Personal Access? Here’s a summary of the first time you log in after registration.
Step 1: Enter Member Number or User Name and random Security Code.
Step 2: Answer the Security Question if your PC is not registered.
Step 3: Verify that your Personal Phrase is correct and enter your current Online Banking PIN. Select the radio button next to Register your Computer if you would like to skip the Security Question the next time you log in to Personal Access.
"Sorry, that was not a valid member number, SSN, or PIN." Did you receive this message while trying to sign-on to Personal Access, but don´t know why? Here are a few possibilities to consider:
When you click on the ePay button, you get the error message: "System Error: Web Exchange — Vendor Error. Vendor information not available at this time! Please contact your financial institution for details." This error message can happen for a lot of different reasons - you don't have a checking account with TruStone, TruStone doesn’t have all of your personal information on file, or the ePay Site is temporarily down.
If you receive this error message, please call us at 763.544.1517 or 800.862.1998. You can also email us at estaff@trustonefinancial.org.
When you click "View More" to see your checking account history, the page starts to load, then seems to disappear. If you experience this, try following these steps exactly:
You performed a transfer in Personal Access and when you look at it in the account's transaction history, it has an asterisk "*" next to it and the funds are not shown as available. Normally, you can perform a transfer in Personal Access and access your funds immediately. However, if you try to access funds that have been transferred during non-business hours, they will appear in a pending state in your transactions history and not be available until the following business day when we process weekend and overnight items.
The security code is an extra security measure used to eliminate fraudulent parties from randomly selecting account numbers.
The security Image is an image with a phrase of your choosing. It is used to help you identify Online Banking as a legitimate site. This is a phrase that you chose during the registration process. This phrase can be anything that you'd like to enter, there is no right answer. The only guidelines to choosing are:
If you choose to register your computer, you will not be prompted to answer one of the 5 Security Questions you set up during enrollment. You will still have to enter in your Member Number, PIN and the random Security Code. You can register your computer after you have completed the initial enrollment. The system uses information about your hardware and software to recognize a registered computer.
If you delete your cookies on your PC, you will have to re-register the computer.
If you are using a computer that is accessed by numerous users (Ex. library or kiosks) we recommend that you do not register your account on this PC. We only recommend you register your personal computer at home or at work.
Yes. You can register your account on more than one PC.
Yes. You can register numerous accounts on the same PC.
Yes. The system uses your PC hardware and software information to recognize you are a legitimate user. If you delete your cookies, the information is no longer available to authenticate your log-in. You will be prompted to answer one of your security questions.
When you register your account on a PC it stores software and hardware information used to access Personal Access. The system stores information, like your browser (Internet Explorer, Netscape, Firefox) and operating system (Windows XP, 2000, Macintosh). If you access Personal Access with anything different for future log-ins, you are required to register the new system information.
Please feel free to call us at 763.544.1517 or 800.862.1998 and we can reset your information.
If you are NOT locked out of Personal Access, log in and click on the More Options button. Click on the Change PIN button and enter your current Online Banking PIN followed by your new PIN twice. If you are locked out of Online Banking, please call us at 763.544.1517 or 800.862.1998 and we can reset your information.
Yes. Log into Online Banking and click on the "More Options" button. A new button has been created called "Enhanced Login." Click on the "Enhanced Login" button to edit your Security Questions or Personal Phrase.
Members can now log in to Online Banking using a User Name instead of your Member Number. The User Name must be 10 to 20 alphanumeric characters. You cannot use all numbers.
No. You will not have to re-register for the new security, but you will need to call us at 763-544-1517 or 800.862.1998 to unlock your account.
While the chances of identity theft or monetary loss are slim, there are active malicious entities on the internet that look to access account and personal information. One of the most popular methods of fraud is through impersonating individuals during the log-in process. It is our intention to make this process as difficult as possible for these fraudulent parties, while keeping your experience as hassle-free as possible.
There are certain words used by hackers to wipe out data. Therefore, the following words are restricted, "select," "delete," "update," "insert," "drop," and "null."
The Federal Reserve System through Regulation E is requiring financial institutions to ask your permission to authorize (Opt-In), pay and charge for overdrafts on ATM and everyday debit card transactions. This applies only to personal checking accounts and does not affect Business, Trust or Organizational accounts.
An everyday or one-time debit card transaction is a one-time, non-recurring purchase or payment made with your debit card. Examples: purchasing gas, groceries, or other everyday items with your debit card.
TruStone offers a standard Overdraft Service called Privilege Pay. Through Privilege Pay all types of withdrawals from your account; checks, ACH, ATM and debit card, were automatically authorized and paid even if you did not have sufficient funds in your checking account at the time of the transaction. By using this program, you were charged $30 for each time your account was negative. The Federal Reserve Board conducted research which indicated that some consumers prefer to have their ATM or debit card transactions denied rather than paid by the credit union and are charged a fee. This same study also stated that consumers preferred to have checks and bill payments, such as the house payment, paid and are willing to pay an overdraft fee.
We do authorize and pay overdrafts for the following types of transactions:
We do not authorize and pay overdrafts for the following types of transactions unless you authorize us to:
If we do not authorize and pay an overdraft, your transaction will be declined.
An overdraft fee of $30 will be assessed when we authorize and pay the transaction. You must “opt-in” to continue receiving Privilege Pay coverage on ATM and everyday debit card transactions from your checking account. You may notify us by:
No. This change only affects “everyday” or one-time debit card transactions and ATM withdrawals that overdraw your account.
Yes we do. A line of credit or savings account can also serve as a means of overdraft protection.
To give you the most flexibility and control, yes, we ask you to Opt-In to each of your accounts.
Privilege Pay offers you convenience and flexibility in managing your money, as well as peace of mind when handling unusual or unforeseen expenses.
If you have not instructed TruStone to consider authorizing and paying ATM withdrawals and everyday debit card transactions that overdraw your account, these transactions will be declined if you do not have sufficient funds in your account and/or available overdraft protection, and you will not be able to complete your debit card transaction or ATM withdrawal.
The best way to avoid overdraft fees is to closely monitor your account and keep accurate records of your transactions. You can do this by keeping a check register and listing all of your deposits and withdrawals (checks, ATM and debit card transactions, bill payments and other withdrawals). TruStone Personal Bankers are also available to answer any questions you have, and help you use the many resources we offer to help you monitor your spending.
Yes, the choice is always yours. Whether you opt-in to overdraft review for everyday debit card transactions and ATM withdrawals or not, you may change your decision at any time by notifying us.
Paper Series EE and I Savings Bonds will no longer be sold through financial institutions or mail-in orders after December 31, 2011. Savings bonds aren’t going away, though. You can purchase electronic savings bonds online through TreasuryDirect at www.treasurydirect.gov Ending sales of paper savings bonds will save taxpayers an estimated $70 million over the next five years. In addition, unlike paper savings bonds, electronic savings bonds aren’t easily lost or misplaced. And with TreasuryDirect, you can manage your savings securely online, anytime. Yes, with the exception of the Tax Time Bond Program introduced in 2010. Tax filers can purchase paper Series I Savings Bonds with their federal tax refunds. Otherwise, there will be no other way to buy paper savings bonds. Existing paper savings bonds are valid issues of the Treasury Department and will earn interest for 30 years from the issue date or until redeemed. You can redeem paper bonds at most local financial institutions. You also can convert your paper savings bonds to electronic savings bonds in TreasuryDirect using a program called SmartExchange. There's no charge to convert paper bonds. No earned interest will be lost, and the bonds will keep their original issue dates and current interest rate terms. While paper savings bonds no longer will be available, the same education tax benefit and rules apply to electronic savings bonds in TreasuryDirect. Yes. You can buy electronic savings bonds as gifts in TreasuryDirect. You can hold the bonds in your gift box area in TreasuryDirect until you’re ready to electronically deliver them to the gift recipient. The recipient must have a TreasuryDirect account (or be named on a minor linked account if under 18 years old.) TreasuryDirect is a secure web-based system through which you can establish accounts to purchase, hold, and manage Treasury securities online, anytime. In TreasuryDirect, you can purchase Series EE and I Savings Bonds, Treasury bills, notes, bonds and TIPS (Treasury Inflation-Protected Securities). You can apply for a TreasuryDirect account in just three steps which take about 10 minutes at www.treasurydirect.gov. You will need to provide a few pieces of personal information, including your Social Security number or taxpayer identification number, e-mail address, and bank account and routing number. Finally, you will choose a password, password reminder and security questions. Once you complete all three steps, you will receive an e-mail from TreasuryDirect with your account number and an access card will arrive in the mail within 14 days that will enable you to manage your account. To view a video about opening a TreasuryDirect account, visit http://www.treasurydirect.gov/indiv/tools/tools_video.htm. Yes. You will need to have an account at a financial institution to receive direct deposit payments and as a potential funding source for purchases. You also will need Internet access to view and use your account. Finally, an e-mail address is necessary so you can receive important messages about your account. TreasuryDirect is Section 508 compliant to meet the needs of persons with disabilities. Yes. The infrastructure TreasuryDirect resides on is well protected and the TreasuryDirect system uses several features to ensure the safety of the information you provide and the transactions you perform. For example:
No. Savers can continue to purchase up to $5,000 of electronic Series EE Savings Bonds and $5,000 of electronic Series I Savings Bonds. Tax filers could purchase an additional $5,000 paper bonds using their tax refund. |
About TruStone |
**SEE DISCLOSURES**Certificate Rates
| Term | 3mo | 6mo | 12mo | 24mo | 36mo | 48mo | 60mo |
| Dividend Rate | .25 | .50 | .70 | .90 | 1.20 | 1.40 | 1.85 |
| APY 1 | .25 | .50 | .70 | .90 | 1.21 | 1.41 | 1.86 |
