Frequently Asked Questions - Service Federal Credit Union (2024)

Table of Contents
Getting Started What is Service Credit Union’s Routing Number? How do I sign up for Online Banking? How do I download the Service Credit Union mobile app? How do I opt in to SMS alerts? Where can I download a print-from-home deposit, withdrawal, transfer or payment slip? How can I transfer money between accounts? Where can I find my account numbers or member number? How do I change the order of my account numbers? How do I set up an external transfer? Getting in Touch How do I get immediate service? Where do I get a PIN number? Making Payments How can I make a loan payment to Service Credit Union? How do I set up automatic bill pay? How do I pay a bill outside of the U.S.? How do I pay my student loan through Student Choice? Why is my ACH not working? Card Management If I lose my debit or credit card, can I turn off my card to prevent any fraud from occurring? I just received my new card, how do I activate it? I just received my renewal card, will the PIN still be the same? When filing a dispute, will I have to block my card? How long will it take to get a provisional credit when disputing a charge? I’m traveling next month and want to ensure my credit card is available to use on my trip. What do I need to do? How can I set a PIN on my new debit card? ATM Usage What’s my daily ATM limit? I used a surcharge-free ATM. Why did I receive a $2.00 fee from Service Credit Union? Fee Schedule What fees are currently charged by Service Credit Union? Updating/Closing an Account I recently lost a loved one that has a Service Credit Union account. How should I handle closing their account? I’m PCSing, do I need to close my account? How do I remove Collateral Protection Insurance (CPI) from my loan? How do I request a name change? How do I ship my vehicle from an overseas location to the United States? How do I ship my vehicle from the United States to an overseas location?

Frequently Asked Questions

We’ve heard from you and gathered our most frequently asked questions to help you get your answers faster.

Getting Started

What is Service Credit Union’s Routing Number?

211489656

How do I sign up for Online Banking?

To sign up for online banking, you will need your member number and some personal information to get started.

How do I download the Service Credit Union mobile app?

Our mobile app can be downloaded from theApp StoreorGoogle Play. Learn more about getting started with our app and its additional features here.

How do I opt in to SMS alerts?

Get real-time account information and important updates by signing up for our SMS alerts.

For members located in the United States:
To sign up, simply text SERVICE to 603603.
On a mobile device? Simply tap here.

For members located overseas:
To sign up, simply text SERVICE to +49 176 888 69325.
On a mobile device? Simply tap here.

Where can I download a print-from-home deposit, withdrawal, transfer or payment slip?

Download a printable form for deposit, withdrawal, transfer or payment.

How can I transfer money between accounts?

Watch our instructional video to learn how to move money between your own accounts or to other people quickly and securely using online or mobile banking.

Where can I find my account numbers or member number?

Your member number can be found within our app or in online banking, under “My Settings.” (Hit the gear button on the top right to get here if you are using our mobile app). In the Personal Information section, your name will appear directly above your member identification number.

To view your individual account numbers in online banking, go to “Accounts,” select the account of your choice, and hit “Details.” The account number will appear on the top line.

How do I change the order of my account numbers?

If you would like to reorder, rename or hide any accounts, please follow the below steps:

  1. Log into online banking via the web (not the mobile app)
  2. Go to “My Settings”
  3. Scroll all the way down to rename & hide your accounts
  4. Use the drag and drop feature to move accounts, and uncheck any accounts you don’t want seen
  5. Use the “nickname” feature to name your accounts

How do I set up an external transfer?

An external transfer allows you to connect your external bank with your Service Credit Union account for the purpose of transferring funds to and from the external account. To set up an external transfer, please follow these steps:

  1. Log into online banking. Click on the following: Transfer Funds>External Transfers. >Click the link to add your account from another fFinancial iInstitution. If using the mobile app, click on “More…” and then click “External Transfers.
  2. Once you add the account, we will make two small trial deposits into your EXTERNAL account in 24-48 hours for amounts less than $1.00. You will have to go into your external account to view what those amounts are, and then come back to your Service CU online banking portal and input those amounts (see step 3 below).
  3. To activate a recently added account, please take the following steps in online banking: Transfer Funds>External Transfers> Manage External Accounts and click on “Validate Account..  This will allow you to input your trial deposit amounts to activate your account. Once that’s completed, you can begin transferring funds between accounts. If usingthe mobile app, then click on “More…” and then click “External Transfers.

Quick tips:

  • When making payments to your Service Credit Union lLoan in online banking, click on “Pay My Service Credit Union Loan” and select the loan account you are paying and the external account where the funds are coming from. If usingthe mobile app, then click on “More…” to get to this option.
  • When transferring funds to or from an external account, click on “Transfer Funds” and select the desired account to transfer from and the desired account to transfer to. On the mobile app, click on “Transfer.

Getting in Touch

How do I get immediate service?

Our member services representatives are here for you 24 hours a day at 800.936.7730 (U.S.) or 00800.4728.2000 (Intl). We are also available via Live Chat.

To save you time and effort, we’ve introduced Star, our digital banking assistant, who can answer questions immediately over Chat and by phone without you waiting on hold. Get answers to frequently asked questions such as:

  • “When is Military Pay Day?”
  • “How do I report fraud on my card?”
  • “How do I apply for a car loan?”

When you contact us by phone, you can save time by using Star to ask for your account balance, get branch and shared branching information, list your recent debit or credit card transactions, withdrawals and deposits, transfer funds and make loan payments to and from Service CU accounts without waiting on hold to speak to an agent.

For any protected information, you will need your member number and a phone banking PIN number.

You may also call us to create or change your phone banking PIN using Star. To make phone banking easier in the future, you may also set up voice authentication.

Where do I get a PIN number?

Your voice banking PIN number allows us to verify your identity for secure phone banking questions. If you previously had a Call 24 PIN, your voice banking PIN is the same number.

If you need to create a voice banking PIN, or update an existing PIN, you may do so using Star when you call us over the phone.

Making Payments

How can I make a loan payment to Service Credit Union?

Service Credit Union makes it easy to pay your loan. Please visit our Make a Payment page to review your options.

How do I set up automatic bill pay?

In online banking, select “Pay a Bill,” and choose whether you are paying a U.S. or International Bill.

If using the mobile app, select “Bill Pay” from your options list.

Select “pay” from top list of options to schedule a payment.

Choose where the payment is coming from, and then select the payee from your checking account, and select amount.

Select payee and date, and schedule as a one-time or repeat transfer.

How do I pay a bill outside of the U.S.?

Learn more about sending payments in local currencies with our International Bill Pay feature.

How do I pay my student loan through Student Choice?

To pay your student loan, visit https://servicecu.studentchoice.org/ and select “log in to my account” to make a payment.

Why is my ACH not working?

If you are setting up a new ACH payment, please ensure you are using your full account number, not just your member number.

Card Management

If I lose my debit or credit card, can I turn off my card to prevent any fraud from occurring?

Yes! With My Cards in online banking or your mobile app, you can toggle the card “on” and “off” or select the option for “Lost/Stolen” to place a permanent block on the card.

I just received my new card, how do I activate it?

Go to My Cards in your mobile app. Newly issued cards will display an “Activate Card” button on the card image. Select this option to enter your card details and activate your card

I just received my renewal card, will the PIN still be the same?

Yes, your PIN will be the same but you do have the option to change it if you would like.

When filing a dispute, will I have to block my card?

If you are filing a dispute for fraud, the card is required to be blocked permanently.

How long will it take to get a provisional credit when disputing a charge?

You will receive a provisional credit within 10 business days of filing the dispute.

I’m traveling next month and want to ensure my credit card is available to use on my trip. What do I need to do?

Go to “My Cards” in online banking or your mobile app and select the option “Travel Plan.” You will be brought to the “Manage Travel Plans” page, where you may select “Add Travel Plan” and complete all of the required fields.

How can I set a PIN on my new debit card?

In My Cards on your mobile app, scroll to the bottom and click “Set Pin.” You will need to verify your identity via a Security Token. This token will be sent to the contact email or phone number on file.

ATM Usage

What’s my daily ATM limit?

$1000.00 USD (or the foreign currency equivalent).*

I used a surcharge-free ATM. Why did I receive a $2.00 fee from Service Credit Union?

The charge that is waived when using a surcharge-free ATM is the fee that the owner of the ATM charges. The $2.00 fee is assessed by Service Credit Union when a member uses a non-Service Credit Union ATM. Depending on the checking account tier you have, you may qualify for up to $30 monthly for ATM reimbursem*nts. More information.

What non-Service Credit Union branches can I make transactions at?

Today, members can conduct Service Credit Union transactions at 5,000 shared branch locations and nearly 30,000 surcharge-free ATMs worldwide. Make deposits, withdrawals, transfers, account inquiries and other transactions at convenient locations near work, home, shopping and travel locations. Find a location near you.

Fee Schedule

What fees are currently charged by Service Credit Union?

View our current fee schedule.

Updating/Closing an Account

I recently lost a loved one that has a Service Credit Union account. How should I handle closing their account?

Please click here for full details regarding the closing of a loved one’s account.

I’m PCSing, do I need to close my account?

No, you do not need to close your account if you are changing stations or going on deployment. If you’re a Service Credit Union member, you’ll remain a member for life.

That’s why we offer special services to make life easier both stateside and overseas, whether it’s our full-service mobile app, 24/7 Contact Center, access to thousands of shared branch locations and surcharge-free ATMs or International Bill Pay. Learn more now.

How do I remove Collateral Protection Insurance (CPI) from my loan?

Many members are surprised when they look at their loan account to find that a large dollar amount has been added for CPI insurance. This is insurance that Service Credit Union will purchase if you have not provided proof of insurance (comprehensive and collision) for your vehicle. This is to ensure that Service Credit Union’s collateral is protected in the event of an accident. To have this insurance removed, follow the steps below:

  • Send an email to Allied Solutions: docsend@fmq.alliedsolutions.net
  • The subject line of the email should be: Remove CPI Insurance
  • The body of the email should read: My name is (Your Full Name) and I am requesting the CPI insurance be removed from my loan. My member number or SSN is: XXXXXXXX. Attached is a copy of my insurance policy.
  • Attach a copy of your insurance policy to the email.
  • You may also mail the insurance policy to:

Service Federal Credit Union

c/o Allied Solutions

PO Box 2366

Sioux City, IA 51106

  • Allow approximately 10 business days for processing.
  • If you have any questions, please contact our Resolution and Recovery department at 800.936.7730 (U.S.), or 00800.4728.2000 (International), select Option 6 from the automated menu.
  • You can also contact Allied Solutions directly at 800-719-3028 or easternsupport@alliedsolutions.net.

How do I request a name change?

If you require a name change, please follow these steps:

  • Download and complete this Name Change Request Form
  • Email the completed form as an attachment to scu@servicecu.org
  • Subject of the email should read: Name Change Request
  • Body of email should include your full name and member number or full SSN.
  • Attach the document that resulted in the name change, i.e., marriage certificate.

If you require further assistance, then please speak to a representative at 800.936.7730 (U.S.), or 00800.4728.2000 (International), select Option 6 from the automated menu.

How do I ship my vehicle from an overseas location to the United States?

In order to ship your vehicle that is financed through Service Credit Union, you will need a Permission to Ship letter. Please follow these steps to avoid any delays:

  • Make the request for the letter by sending an email to loans@servicecu.org or faxing to 603-422-8457.
  • The subject should be: Request Permission to Ship Letter
  • Attach a copy of the insurance policy and PCS/rotation orders.
  • The body of the email should read: My name is (Your Full Name) and I will be returning to the United States from overseas. My account number or SSN is: XXXXXXXX. The year/make/model of the vehicle being shipped is: (Year/Make/Model). The estimated shipping date of my vehicle will be on (estimated date vehicle will be shipped). My vehicle will be shipped to (City, State). PCS Orders and proof of insurance for this vehicle are attached.

It is recommended to make this request as soon as you receive your PCS/rotation orders to avoid any delays. Estimated processing time is 1-2 business days.

How do I ship my vehicle from the United States to an overseas location?

In order to ship your vehicle that is financed through Service Credit Union, you will need a Permission to Ship letter. Please follow these steps to avoid any delays:

  • Make the request for the letter by sending an email to records@servicecu.org or faxing to 603-422-8391.
  • The subject line should be: Request Permission to Ship Letter
  • Attach a copy of the insurance policy and PCS/rotation orders.
  • The body of the email should read: My name is (Your Full Name) and I will be leaving the United States to work overseas. My account number or SSN is: XXXXXXXX. The year/make/model of the vehicle being shipped is: (Year/Make/Model). The estimated shipping date of my vehicle will be on (estimated date vehicle will be shipped). My vehicle will be shipped to (Country, city). My PCS/rotation Orders and proof of insurance for this vehicle are attached.

It is recommended to make this request as soon as you receive your PCS/rotation orders to avoid any delays. Estimated processing time is 1-2 business days.

*Limit may be less if SCU network is temporarily unavailable. Terminals not owned by SCU, which may be accessed by your debit card, may have additional limitations.

Card Valet is a registered trademark of Fiserv, Inc.

Visa is a registered trademark of the Visa International Service Association.

" } },{ "@type": "Question", "name": "How do I set up automatic bill pay?", "acceptedAnswer": { "@type": "Answer", "text": "

If using the mobile app, select “Bill Pay” from your options list.

Select “pay” from top list of options to schedule a payment.

Choose where the payment is coming from, and then select the payee from your checking account, and select amount.

Select payee and date, and schedule as a one-time or repeat transfer.

" } },{ "@type": "Question", "name": "How do I pay a bill outside of the U.S.?", "acceptedAnswer": { "@type": "Answer", "text": "Learn more about sending payments in local currencies with our International Bill Pay feature." } },{ "@type": "Question", "name": "If I lose my debit or credit card, can I turn off my card to prevent any fraud from occurring", "acceptedAnswer": { "@type": "Answer", "text": "Yes, you can control your card functionality through our mobile app or online banking. Tap “More” then “Card Control” in the Service CU mobile app or “Financial Tools” then “Control Control” in online banking to view your debit and credit cards in one spot and turn your cards on or off, set up alerts and spending limits by vendor type, spend amount, and location. You can even set limits for dependents’ credit cards, or anyone else on a joint account." } },{ "@type": "Question", "name": "I just received my new card, how do I activate it?", "acceptedAnswer": { "@type": "Answer", "text": "To activate your new card, please call 800.992.3808." } },{ "@type": "Question", "name": "I just received my renewal card, will the PIN still be the same?", "acceptedAnswer": { "@type": "Answer", "text": "Yes, the new renewal card will keep the same PIN as the expiring card." } },{ "@type": "Question", "name": "When filing a dispute, will I have to block my card?", "acceptedAnswer": { "@type": "Answer", "text": "Depending on the nature of your dispute, you may be required to block your card and get a new card number. If there is fraudulent activity on your credit card or debit card, you will be required to block the card per VISA rules. If you are filing a dispute for something other than fraud (e.g. non-receipt of merchandise or services, credit not processed or incorrect amount processed), you will not be required to block the card." } },{ "@type": "Question", "name": "How long will it take to get a provisional credit when disputing a charge?", "acceptedAnswer": { "@type": "Answer", "text": "Up to 10 business days." } },{ "@type": "Question", "name": "I’m traveling next month and want to ensure my credit card is available to use on my trip. What do I need to do?", "acceptedAnswer": { "@type": "Answer", "text": "Please contact your local Service Credit Union branch or our Contact Center at 1.800.936.7730 (U.S.) or 00800.4728.2000 (International) to update your account with your dates and location of travel." } },{ "@type": "Question", "name": "What’s my daily ATM limit?", "acceptedAnswer": { "@type": "Answer", "text": "$1000.00 USD (or the foreign currency equivalent).**" } },{ "@type": "Question", "name": "I used a surcharge-free ATM. Why did I receive a $2.00 fee from Service Credit Union?", "acceptedAnswer": { "@type": "Answer", "text": "The charge that is waived when using a surcharge-free ATM is the fee that the owner of the ATM charges. The $2.00 fee is assessed by Service Credit Union when a member uses a non-Service Credit Union ATM. Depending on the checking account you have, you may have up to 5 of the $2.00 fees waived per month. Please click here for more information.

What non-Service Credit Union branches can I make transactions at?

Today, members can conduct Service Credit Union transactions at 5,000 shared branch locations and nearly 30,000 surcharge-free ATMs worldwide. Make deposits, withdrawals, transfers, account inquiries and other transactions at convenient locations near work, home, shopping and travel locations. Please click here to see a list of locations." } },{ "@type": "Question", "name": "What fees are currently charged by Service Credit Union?", "acceptedAnswer": { "@type": "Answer", "text": "Click here to view our current Fee Schedule" } },{ "@type": "Question", "name": "I recently lost a loved one that has a Service Credit Union account. How should I handle closing their account?", "acceptedAnswer": { "@type": "Answer", "text": "Please click here for full details regarding the closing of a loved one’s account." } },{ "@type": "Question", "name": "I’m PCSing, do I need to close my account?", "acceptedAnswer": { "@type": "Answer", "text": "We know that as part of your military life, you don’t always know where you’ll be next. That’s why we offer special services to make life easier both stateside and overseas.Shared Branching and Convenient ATMs – In addition to our 50 branches in New Hampshire, Massachusetts, North Dakota and Germany, members can conduct transactions at over 5,000 shared branch locations as part of the CO-OP Network. Members also have access to more than 85,000 surcharge-free ATMs worldwide through our partnerships with the CO-OP and Allpoint Networks.International Bill Pay – Set up automatic bill payments in a variety of local currencies.No ISA Fees on Credit Cards – Use any of our credit cards abroad without worrying about international Visa® charges.

*A $10 fee will be charged for each loan payment made from a financial institution other than Service Credit Union when requested over the phone.

**If transferring from another financial institution through online banking, additional terms and conditions apply. Please go to the Move Money->External Transfers link through your online banking for more information.

**Limit may be less if SCU network is temporarily unavailable. Terminals not owned by SCU, which may be accessed by your debit card, may have additional limitations.

Card Valet is a registered trademark of Fiserv, Inc.

Visa is a registered trademark of the Visa International Service Association.

Frequently Asked Questions - Service Federal Credit Union (2024)
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