Frequently Asked Questions

 

In an effort to assist RFCU's members, we have compiled a list of Frequently Asked Questions. Please click on the topic that you would like to view from the list below.

 

Banking    Online Banking     BillPay    External Transfers    DeposZip™

Mobile Banking     Mobile Wallet

 

Banking

  • Are my deposit accounts insured?
    • Yes! Deposits are fully insured up to the legally permissible deposit limits allowed by Massachusetts regulations.
  • How do I set up Direct Deposit of my payroll check?
    • After your checking application has been approved, you will receive our routing and transit number and your account number. If your employer participates in a direct deposit program, simply provide this information to the human resources or payroll department at your company, and your direct deposit will usually begin within thirty days.
  • How do I set up Direct Deposit of my Social Security check?
    • After your checking application has been approved, contact Social Security at 1-800-772-1213. You should have your checking account number (you can find this by looking at your statement or one of your checks-it is the second set of numbers on the bottom of your check) and our Routing number 211373348 ready when you call.
  • Can I get information about my account by phone?
    • Yes! Account information is available from our Member Service Representatives during business hours at (800)562-7328 or at any of our branch offices.
  • Can I do all of my banking with you?
    • Yes! Thanks to the convenience of Direct Deposit, Mobile Deposits, Bill Pay and ATMs, everyday banking activities can be performed on your own time.
  • Can I look at all of my transactions at any time?
    • Yes! With Online Banking, you have access to your account information 24 hours a day, 7 days a week!
 

Online Banking

  • How do I enroll in Online Banking?
    • You must complete the OLB registration form, and your application will be reviewed within 1 business day.
  • What is required to use OLB?
    • All you need to use OLB is an internet connection and a secure browser that supports 128-bit encryption, such as Google Chrome, Mozilla Firefox, Safari, or Internet Explorer.
  • Is OLB secure?
    • Yes, online banking uses several layers of technology and encrypted web traffic to ensure security for our users.
  • What are the password requirements?
    • Your OLB password must be a minimum of 8 characters and contain 3 of the following criteria: lowercase letters, uppercase letters, numbers, or special characters.
  • Can I reset my password?
    • Yes, you can use the Forgot Password link to reset your password or contact our Member Service Center for assistance.
  • Why do I need to receive a one-time passcode when logging in?
    • Online banking utilizes Multifactor Authentication technology as an added layer of protection for our users. This extra security step helps protect your account from unauthorized access/identity theft. After entering your one-time passcode, you can choose to register your device as Private, and you will not need to complete this extra step in the future.
  • Should I register my device as Private, or Public?
    • You should only register trusted devices as Private, such as your home computer. We recommend registering any shared device, such as a school or work computer, as Public.
  • Can I access all of my accounts online?
    • Yes, you can view history on all of your accounts. Certain accounts, such as custodial accounts or CDs, will not have transfer capabilities.
  • Is my account information current?
    • Yes, the information displayed in OLB is real-time.
  • Can I enroll in paperless statements?
    • Yes, click eStatements under the Additional Services tab to receive secure electronic statements instead of paper statements by mail. You can unenroll in this service at any time. Please note that you must be the primary owner of the account in order to enroll.
  • What should I do if my computer gets a virus?
    • Please contact our Member Service Center immediately. We will temporarily restrict all Online Banking access until your computer is replaced or cleaned by a professional.
  • I no longer use Online Banking, can I delete the account?
    • Yes, Please contact our Member Service Center for Assistance.

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BillPay

  • How much does BillPay cost?
    • BillPay is a FREE service.
  • How do I enroll in BillPay?
    • Simply login to online banking, click the BillPay tab, and accept the Terms & Conditions. It’s that easy!
  • How does BillPay work?
    • When you schedule a payment, the funds are sent by our BillPay provider on your behalf. The payment is then deducted from your checking account 2 business days later.
  • How do I make a payment?
    • You first need to add a payee before making a payment. Enter the name of the payee in the “Pay Someone New” box and click “Add.” Enter the requested information and click “Add Payee,” then enter the amount and date of the payment.
  • How is my payment sent?
    • Payments are sent electronically or by paper check, depending on the payee. If our provider has a relationship with a payee then the transaction will be transmitted electronically. If you are paying a local company or another person, the payment will be mailed in the form of a check.
  • How do I know if a payment is sent electronically or by check?
    • An icon of a lightning bolt indicates an electronic payment, with an expected delivery date of 2 business days. An icon of a check indicates a check payment, with an expected delivery date of 5 business days.
  • How do I stop a payment that I issued?
    • A payment sent by paper check can be stopped if it has not cleared by contacting our Member Service Center. If a payment was sent electronically, it cannot be stopped.
  • Is there anybody I cannot pay via BillPay?
    • Due to legal requirements, we limit the ability to make certain types of payments. Payments to payees outside of the United States are prohibited and may not be issued under any circumstances. Additionally, the following payments are discouraged, but maybe scheduled at your own risk:
      • Tax payments to the IRS or any other state/government agency
      • Court-ordered payments, such as alimony or child support
      • Payments to insurance companies
      • Payments to student loan companies
  • Why can’t I edit my payee’s address?
    • Certain payees have an existing relationship with our provider, which means the payee receives payments electronically or the payee has asked our provider to send payments to an address that may not match the address specified on your bill.
  • Does a BillPay check expire?
    • Yes, it expires after 90 days. Funds will be deposited back to your account accordingly.
  • What are the limits for BillPay?
    • $9,999.99 per transaction and $19,999.99 per day.
  • Can I have more than one funding account?
    • Yes, although only checking accounts are eligible. Please contact our Member Service Center for assistance.
  • What if I do not have enough money in my account to cover a scheduled payment?
    • After the first rejection, you will be sent an email stating that the payment could not be debited and that the BillPay service has been blocked. While the block is in place, any payments scheduled to occur during the blocked period will be cancelled. Once the payment successfully clears your checking account, the block will be lifted after 3 business days.
 

External Transfers

  • Can I pay other people?
    • No, you can only transfer between accounts that are in your name.
  • What is the fee for this service?
    • An inbound transfer to your RFCU account is free. A Premium outbound transfer (next business day) costs $5, and a Standard outbound transfer (3 business days) costs $2.
  • Can I transfer to/from my business account?
    • No, External Transfers is available for personal accounts only.
  • Can I transfer funds internationally?
    • No, you can only transfer to your accounts within the United States.
  • What are the limits for External Transfers?
    • Standard inbound: $5,000.00 per rolling 30 days/$2,000.00 per day
    • Standard outbound: $25,000.00 per rolling 30 days/$15,000.00 per day
    • Premium outbound: $5,000.00 per rolling 30 days/$2,000.00 per day
  • Is there a maximum amount of accounts that I can add?
    • No, there is no limit to the amount of accounts that you add, as long as they are in your name.

 DeposZip™ 

  • What is DeposZip?
    • DeposZip is a free, secure service offered by RFCU. Using either the camera on your mobile device or a scanner and computer, it allows you to capture images of your checks, and electronically deposit them to your RFCU account.
  • What are the requirements to enroll?
    • Must be enrolled in Online Banking
    • Must be at least 18 years old
    • Must have a valid email address
    • Must have an RFCU account open for at least 30 days, or a business account open for at least 6 months
  • Is there a fee for this service?
    • No, this service is free.
  • Are there any checks that I cannot deposit?
    • Savings bonds, foreign checks, 3rd-party checks, photocopies of checks, items stamped “non-negotiable”, incomplete checks, stale-dated (over 6 months old) checks, post-dated checks, checks that contain evidence of alteration to the information on the check, checks purported to be a lottery or prize winning, checks previously submitted for deposit
  • Are there any deposit limits?
    • $3,000.00 per item/$5,000.00 per day/$50,000.00 per rolling 30 days
  • Can I deposit multiple checks at the same time?
    • Yes, up to 999 checks can be included in one deposit.
  • When is the deposit credited to my account?
    • Deposits received by 3PM EST will be credited to your account on the same business day. Deposits received after 3PM EST will be credited to your account on the next business day. Business days are Monday through Friday, excluding weekends and holidays.
  • What should I do with the check once it has been deposited to my account?
    • You must securely store the original check for 90 days after you receive confirmation that your deposit was accepted.

Mobile Wallet

  • What is Apple Pay?
    • Apple Pay gives you the ability to pay using your iPhone, iPad or Apple Watch. You can add your debit card or credit card to the Wallet App on your iPhone, and then use your phone to ‘check out’ at any merchant that accepts Apple Pay. It is a contact less payment technology and has a unique security features built right into the devices you have with you each day. By using your iPhone, Apple, iPad, or Apple Watch you will be able to pay simply, securely, and in a private way.
  • Which Apple devices can I use?
    • Currently Apple is offering Apple Pay on iPhone 6 or later and the Apple Watch. 

Reference: Apple Pay Compatible Devices

  • Where is it on my iPhone?
    • It is in the Wallet application. This application stores boarding passes, tickets, coupon and more; now you can store your credit cards and debit cards. To get started, you can add the credit or debit card from your iTunes account to Wallet by simply entering the card security code.
Reference: Set Up Apple Pay
  • How are my payments more secure?‚Äč
    • Every time you hand over your credit or debit card to pay, your card number and identity are visible. With Apple Pay, instead of using your actual credit or debit card, a unique device account number is assigned, encrypted, and securely stored in the secure element, a dedicated chip in the iPhone, iPad, and Apple Watch. These numbers are never stored on Apple’s severs. When you make a purchase, the device account number, along with a transaction-specific dynamic security code is used to process your payment. Your actual card number is not shared by Apple with the merchants when payment is transmitted.
  • What if my phone or device is lost or stolen?
    • If your iPhone, iPad or Apple Watch is ever lost or stolen, you can use Find My iPhone to quickly put your device in the lost mode. Once the device is in lost mode, it will automatically suspend your Apple Pay feature. You will also have the ability to wipe the device completely while you are logged into Find My iPhone.
  • Does Apple track my purchases?
    • Apple does not store any information about your payments or the details of your transactions. However, you most recent transactions are stored in your Wallet app.
  • What is Google Pay?
    • Google Pay is a safe and convenient way to make purchases in store or online using your android device. You can also use your Apple Device, but to make online purchases only. 
  • Which devices can I use?
    • You can download and use Google Pay on most android devices that work with NFC (near-field communication). Please check with your phone manufacturer if your phone is eligible to pay in store. 
  • Where is it on my phone?
    • Please visit Google Play or App Store to download Google Pay.
  • How are my payments more secure?
    • Your payments are more secure because Google Pay does not send your actual card number with your payment. Instead, it keeps your account details safe by sending a        virtual account number with each transaction.
  • What if my phone or device is lost or stolen?
    • If your phone is ever lost or stolen, you can use Android Device Manager to wipe it remotely or change the password from anywhere.
  • Does Google track my purchases?
    • Google does not store any information about your payments or recent transactions. 
  • What is Samsung Pay?
    • Samsung Pay is a safe and convenient way to make purchases in store or online using your Samsung device. It is accepted anywhere you can swipe or tap your card. 
  • Which Samsung devices can I use?
    • Supported Samsung devices are Galaxy S6 or newer, Note5 or Newer. 
  • Where is it on my phone?
    • Samsung Pay is available preloaded on all compatible Samsung devices.
  • How are my payments more secure?
    • Your payments are more secure because Samsung uses several layers of security. Tokenization creates a randomized set of numbers unique to each transaction so your card number is never used from your phone.
  • What if my phone or device is lost or stolen?
    • If your phone is lost or stolen, you can lock or erase your Samsung Pay account with Find My Mobile.