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Main Branch
29 Emmons Drive, Suite C-40
Princeton, NJ 08540

Call us at:
Toll-free (800) 624-3312
Princeton Phone Number (609) 951-0700
Princeton Fax Number (609) 275-4194

Office Hours:
Monday through Friday 8:30 a.m. to 4:30 p.m.

FREQUENTLY ASKED QUESTIONS (FAQS) 

General
Membership
Share Accounts (Savings)
Share Draft Accounts (Checking)
Loans
VISA Credit Card
Technology


GENERAL 
1.  What is a credit union?
Credit unions are not-for-profit financial institutions. They offer many of the same products and services as banks—including savings and checking accounts, loans, ATMs and online banking—but there are also big differences that can save you money. Credit unions are owned and controlled by their members, not profit-driven shareholders. That means the average credit union can offer better rates and lower fees.

2.  Are my credit union accounts federally insured?
Yes. Each account is insured up to $250,000 per account holder by the National Credit Union Administration (NCUA) and is backed by the federal government. IRA accounts (we offer Traditional) are separately insured by the NCUA.

3.  Is a membership fee or minimum deposit required?
There is no member fee for HEFCU. A minimum deposit of $10 is required to be considered a member. However, accounts that contain less than $100 and are inactive for more than a year will be charged a monthly fee.

4.  What are your rates?
Click here for current share rates.

Click
here for current loan rates.

5.  What is your location and business hours?
Please visit the Contact Us Tab on our website.

6.  What is your Routing/ABA/Transit Number?
231288811

7.  Can I direct deposit my entire check to Healthcare Employees FCU?
Yes. Many members use HEFCU as their only financial institution and choose to direct deposit their entire check.

8.  How can I withdraw money from my accounts? 
With over 60,000 locations, HEFCU is never far away. Get information for our branches, surcharge-free ATMs, deposit-taking ATMs, and Shared Branching, including maps and driving directions, right from our website. Just select the services you are looking for and choose your desired location.

•Use your HEFCU debit/atm card at any ATM terminal worldwide.
•Call our 24-hour Bank-by-Phone system at 1-800-551-3001 to request a check withdrawal by mail.
•Call us at 609-951-0700 or 800-624-3312 during regular business hours to request a check withdrawal by mail
•Wire or ACH transfers (fees may apply)
•Visit our main location or a
Shared Branching location

9.  How do I change my name or address on my account?
To update your account information, complete a name/address form and send it back to our office with a copy of your recent driver’s license. The form can be found on our website under the Applications Tab. You can send this information back to us via fax (609-275-4194), email (hefcu@hefcu.com) or regular mail (29 Emmons Drive, Suite C40, Princeton, NJ 08540).

10.  How do I add a joint owner to my account?
Please contact our office to request an Account Change Card. Once you have completed this, you can either mail it or fax it back to our office.

11.  How do I report a lost/stolen VISA card?
To report a lost or stolen debit card, please call 1-800-523-4175. To report a lost or stolen credit card, please call 1-800-299-9842. A representative will be able to assist you.

12.  Why is it called a dividend instead of interest on savings/checking?
The 'dividend' is basically the same as what a bank would call interest. Technically, your account balance represents partial ownership in the credit union and the dividend is your share of the credit unions earnings.

13.  Why is my account called “share” savings and/or “share” draft accounts?
Credit unions call your deposits "shares" because they represent ownership of the credit union. They refer to customers as "members" for the same reason. 


MEMBERSHIP 
1.  What are the advantages of using a credit union vs. a bank?
Banks and credit unions are similar in the services offered, but there are some very important differences. Credit unions are non-profit institutions owned by members and hold the philosophy of “people helping people.” Banks are owned by stockholders. Banks are in the business to maximize profits from their customers and return it to their stockholders. In a credit union, you are the shareholder, so profits are returned to you and fellow members in the form of lower loan rates and fewer fees.

2.  Am I eligible for membership?
Please see our Membership Tab on our website.

3.  How do I join Healthcare Employees Federal Credit Union (HEFCU)?
Just complete a Membership Application located under our Membership or Application Tab on our website. Forward a $10 check or money order as your initial deposit and copies of two IDs: one should be a government issued photo ID (driver’s license, passport, county ID card) and a copy of your employee ID. If you are joining as a family member, indicate your relationship to the member.

4.  What is the US Patriot Act and how does it affect me?
The US Patriot Act became law in 2001 to help law enforcement fight terrorism and money laundering. When opening your account, we must have your name, address (no PO Box), date of birth, and other identifying information. We may ask for other identifying documents as well.

5.  What is my account number?
Your account number is a random six-digit number that is assigned to you at the time of your account opening. You can call our member service department to obtain your account number once you verify other account information.

6.  Are family members eligible to join?
Yes. Your family members can either be a joint on your account or open an account of their own. A membership application can be found under the Applications Tab.

7.  Do I have to close my credit union account if I change jobs?
“Once a Member, Always a Member” is HEFCU’s motto. Once you have joined us, you do not have to close your account for any reason.

8.  If I am not employed at one of the hospitals associated with HEFCU, how can I direct deposit my paycheck into my credit union account?
If your employer offers direct deposit, supply your Payroll Department with our routing number (231288811) along with your credit union account number.

9.  Can I increase or change my payroll deduction amount?
You can change your deductions at any time. You can obtain a form on the Applications Page. It takes approximately two pay periods for a change to take effect.

10.  How often will I receive a statement?
If you open a checking account and/or a money market account, you will receive a monthly statement. Otherwise, you will receive a quarterly statement.

11.  How often will my accounts earn dividends?
Dividends are earned and posted quarterly on all share accounts except for money market accounts which are earned and posted on a monthly basis.

12.  Do you offer eStatements?
Yes, we offer eStatements for FREE to our members. To enroll, click the eStatement link in the navigation panel. This free service is fast, convenient, and secure. To register and receive your statement online, click here. Once you register for this service, you will no longer receive a paper statement.

13.  Does HEFCU offer online banking?
Yes, HEFCU@Home is our online banking platform and is FREE to our members. Within online banking, you will be able to view your real-time account balances, make transfers, and pay your bills (with a HEFCU Checking account) all from the comfort of your home! 


SHARE ACCOUNTS (Savings)
1.  What is the difference between payroll deduction and direct deposit?
Payroll deduction means you have authorized a specific amount taken out of each paycheck to deposit into one or more of your credit union accounts.

Direct deposit is when your net paycheck is automatically deposited into your checking or savings account

2.  How do I increase the amount of money that I want deposited into my account from my paycheck?
To increase funds being deposited to your credit union account, please visit your payroll department and inform them of your intent.

3.  How do I change the amount of money that is deposited to my club account?
If you would like to add or remove a secondary or club account, you can complete a payroll deduction form or send us note stating your intentions and be sure to include your signature.

If your intention is to increase the amount of money being sent to your HEFCU account(s), please visit your payroll department.

4.  How do I open a club or second savings account?
It’s simple, just can send us a signed note with your intentions or complete a payroll deduction form.

5.  How can I make deposits to my account?
You have several options to make deposits to your HEFCU account:
•Mail in checks/money orders
•Visit our Princeton office
•Visit a
Shared Branch location closest to you
•Use a deposit taking ATM/Kiosk
•Initiate a wire or ACH from other Financial Institution
•Add HEFCU as a Bill Pay from other Financial Institution
•Utilize Intrabank transfers from other Financial Institution

6.  Where can I go to use my STAR (ATM)/debit card?
You can find an ATM location using our locator search on our website.

7.  I ordered a debit/ATM card—why haven’t I received it yet?
An ATM or Debit card will be ordered once funds have been deposited to your account. Please allow 7-10 business days.

8.  What is Regulation “D”?
Regulation “D” is a federal regulation that limits the number of transfers or withdrawals from your Savings, Money Market, or Club Accounts. You may make unlimited withdrawals or transfer from your checking account each month via any method.

Regulation "D" was implemented by the Board of Governors of the Federal Reserve System, whose job is to ensure that financial institutions maintain adequate reserves for the funds they have on deposit. The Regulation limits the number of transfers or withdrawals on your Savings, Money Market, or Club accounts.

During any calendar month, you may make a combination of six (6) withdrawals or transfers from each of your Savings, Money Market, or Club accounts via the methods listed below. Your credit union is required by law to strictly adhere to this Regulation. As such, an automated monitor will not permit additional transfers or withdrawals once the monthly limitation is reached and applicable fees will be assessed. Continued violation will subject your account to closure.

The Regulation "D" limitation only affects the following transactions:
Automatic transfers from a Savings to Checking to cover a check clearing
Pre-authorized, automatic or bill payment debits from a Savings, Money Market or Club account (for example, a monthly gym membership)
Call-24 or Online Banking transfers from a Savings, Money Market or Club account (except to make a loan payment)
Faxed requests for withdrawals or transfers from a Savings, Money Market or Club account
Call-24 or Online Banking withdrawals from a Savings, Money Market or Club account

Remember, you may make unlimited withdrawals or transfers from your Checking account each month via any method.

9.  What does escheat mean and how does it affect me?
Escheat is when accounts that are dormant (no activity) for three years are turned over to the State of New Jersey. As long as there is activity performed on your account at least once a year, your account will not become dormant. 


SHARE DRAFT ACCOUNTS (Checking)
1.  What is the difference between a HEFCU Shard Draft Checking Account and a Money Manager Checking Account?
A HEFCU Share Draft Checking Account will earn quarterly dividends on balances over $1,000. Our Money Manager Checking Account pays a higher dividend monthly. The minimum balance for the Money Manager is $5,000 and there is no monthly fee as long as the balance stays above this amount.

2.  Is there a minimum age requirement for opening a checking account?
Yes, you must be at least 18 years of age. If you are under 18 (the legal age), you may use this account if an adult signs the agreement with you.

3.  My debit card is expiring. Will I automatically get a new one?
Debit Cards are automatically re-issued 45 days prior to the expiration date.

4.  What should I do about a charge I think is fraudulent on my ATM/VISA Check Card?
You should contact the Electronic Services Member Representative at HEFCU with the first sign of any fraudulent transaction(s). At that time, we will advise you what we will need to reverse any such transactions. Your card will be reported stolen immediately to prevent any further transactions.

5.  How do I report a lost or stolen STAR/Debit card?
To report a lost or stolen card during regular business hours (Monday-Friday, 8:30am-4:30pm) you can call our Member Service department at (800) 624-3312. If you are calling after hours, please contact STAR at (800) 523-4175.

6.  How do I reorder checks? What is the cost?
You can reorder checks right on our website. Go to the Online Service Tab and select check reordering. Prices will vary depending on the style you choose.

7.  How do I place a stop payment on a check?
You will need to complete an ACH/Share Draft Stop Payment request form. To obtain a form, you can call our Members Services or click on the Applications Tab on our website.

8.  How do I place a stop payment on a recurring automatic debit?
Contact the merchant first to cancel the automatic debit. If the automatic transactions continue you will need to contact the HEFCU Electronic Services Department. They will advise you what is needed to return the recurring automatic debit.

9.  What is Overdraft Protection? Is there a cost for this?
Overdraft protection is a service that will provide protection in the event of an NSF or UCF check being returned for lack of availability. This protection will transfer available funds from your primary savings account to the share draft checking account to cover the check or ACH debit that would normally be considered an NSF/UCF check. There is a $2 fee for each transfer and each overdraft transfer that occurs counts towards their EFT/Reg D limitations (limited to six transfers per month).

10.  What is Courtesy Pay?
Courtesy Pay is a service that adds a measure of protection to your share draft checking account. It will overdraft your share draft checking account up to $500 for a fee of $30 per item paid. If you currently have overdraft protection from your primary savings account, HEFCU will always look to pay the overdraft by this method first before paying an item and utilizing Courtesy Pay. This service covers checks, preauthorized ACH debits, and Bill Pay.

COURTESY PAY (with Debit Card Transactions)
Courtesy Pay with Debit Card Transactions adds protection to ATM transactions and everyday debit card transaction not covered in our regular Courtesy Pay. You may add or remove your Opt-In decision at any time. 


LOANS
1.  How long do I have to be a member before I can apply for a loan?
You can apply for a loan at any time once membership is established with the minimum $10 deposit. There is no waiting period. In fact, some new members even send their loan application along with their membership application, and their initial deposit, when joining.

2.  Do I automatically qualify for a loan or a VISA card because I am a member of the credit union?
Due to various compliance and regulatory issues, HEFCU must conduct a credit check on all members applying for loans and credit cards. This review will determine qualification and will help insure the best interests of all our members.

3.  Do you offer home loans?
Home Equity (Fixed Rate, Variable, and 5-year Balloon) loans are available. We also offer First Mortgages via a partnership with CU Members Mortgage.

4.  How do I make loan payments?
You may choose to have loan payments automatically deducted from your account each month or you may request a coupon book to mail your payments.

5.  Do you offer Credit Life and Disability insurance on your loans?
Yes, we do offer Credit Life and Disability insurance on consumer and home equity loans.

6.  What is Guaranteed Asset Protection (GAP) Plus on auto loans?
GAP Plus pays the difference between your outstanding loan balance and the auto insurer’s settlement when your car is damaged beyond repair or stolen. In addition, it provides a $1,000 down payment credit toward your next auto loan taken out with HEFCU. A new loan agreement must be completed within 60 days of settlement on your old vehicle.

7.  When can I purchase GAP Plus?
You may purchase GAP Plus coverage up to 60 days after your loan is opened.

8.  Does the credit union offer auto leasing?
No, but we do offer low rate financing and up to 100% financing of both new and used autos. At the end of term, you will own your vehicle.

9.  Is there a penalty if I prepay my loan?
No. Interest is calculated on the unpaid balance and there is no penalty if you pay early. A Reimbursement Fee may apply on our Home Equity products. Please call the loan department for information. 

VISA CREDIT CARD
1.  How do I apply for a Credit Card?
Applications are available on our website or by contacting the credit union to have an application mailed to you.

2.  Can anyone apply for a credit card?
To be eligible for a HEFCU Visa credit card you must be a member of the credit union and be employed by your current employer or been in the same field of work for at least 3 years. Verification of income (sending copies of two recent pay stubs) is required to be sent with the credit card applications.

3.  What if I do not have established credit or bad credit?
HEFCU offers a secured credit card. This is secured by your own money in a secured savings account. The amount that is held for a secured credit card is one and half times the credit limit that is desired. (i.e., for a credit limit of $500, you will need to have $750 held in the secured savings account).

Secured accounts are only unsecured upon request and a review of your credit status. If your credit status does not meet our regular approval guidelines, it will not be unsecured.

4.  What is the APR?
The Classic Card APR is 12.00%
The Platinum Card APR is 8.99%

Your Experian credit score will determine which card you will be eligible to receive.


5.  How can I find out the status of my credit card application?
If you apply by mail or online and have sent all the required information, you will often get a response within 24-48 hours. However, in some cases we may need to collect additional information to make a decision.

6.  When will I receive my new credit card?
If you're approved, you'll receive your HEFCU card, credit limit information, and welcome materials by mail within 7-10 business days.

7.  What will my credit limit be?
Upon approval, we will further evaluate your application and determine your credit limit. We will try to contact you to let you know that you have been approved and to notify you of your credit limit. If we are unable to get in contact with you, you will receive notification of your credit limit amount attached to your card.

8.  How can I report a lost or stolen credit card?
Report a lost or stolen card by calling Visa customer service at 1-800-299-9842 or HEFCU at 1-800-624-3312 (Monday-Friday 8:30am-4:30pm).

9.  Can I add someone to my credit card account?
Yes. To add an authorized user, simply write or fax a letter to request this. The letter will need to include the full name of the person being added, their social security number, and birth date.

Please note that to add an authorized user to your account, you must be the primary cardholder/member. To add a co-applicant after your account has been approved, an application along with two (2) recent pay stubs must be provided from the co-applicant. The request will be reviewed and you should have a response within 24-48 hours.

10.  Can I manage my credit card account online?
Yes. You will be able sign up with EZ Card info. To sign up please visit www.eZCardInfo.com. Please note that this is not a HEFCU site.

11.  Will I be charged if I use my credit card overseas?
A foreign transaction fee will be charged on foreign purchases.
•1.00% of each multiple currency transaction in U.S. dollars
•0.80% of each single currency transaction in U.S. dollars

12.  Who do I contact about traveling out of the country?
Before you travel, contact HEFCU at 1-800-624-3312 or (609) 951-0700, ext. 6200 (open Monday-Friday 8:30am-4:30pm). If you are unable to contact the credit union, please contact the Visa costumer service number at 1-800-600-5249. Please have the following information handy:

•Credit card number
•Travel destination
•Travel start and end dates

If you encounter any problems with your account while traveling within the United States, please call the phone number on the back of your card or the Visa customer service number at 1-800-600-5249

13.  How do you apply my payments?
We apply your minimum payment to lower rate balances before higher rate ones. We apply any portion of your payment in excess of your minimum payment to higher rate balances before lower rate ones. If your payment exceeds the minimum payment by an amount sufficient to pay a higher rate balance shown on your statement, you still may have a balance at that higher rate on your next statement as a result of transactions, interest, or fees charged to your account before your payment was credited. For example, if your monthly statement shows a $1,000 balance for cash advances, sending in a check for $1,000 plus your minimum payment amount may not bring your cash advance balance to $0. This is because interest continues to accrue on the $1,000 balance between the last day of the statement and the date we receive your payment, but the interest does not post to your account until the next statement.

14.  How do I get a PIN?
We automatically assign a PIN to your account when you are approved for a credit card. You will receive your PIN by mail after we've sent your new HEFCU credit card. This will be mailed separate from the card.

15.  What if I do not have my PIN?
Contact us and we will request a PIN be mailed to you. We do not keep PIN’s on file for security reasons.

16.  Can I update my personal information, such as address, home or work phone number, or name change?
Yes, you will need to notify the credit union’s member service and visa credit card departments in writing of any personal information changes. If you change addresses, you will need to send verification of the new address (ex. Driver’s license, utility bill). If you have a name change, you will need to send a copy of the marriage or divorce certificate showing the name change.

An address change form is available on our website under the Applications Tab.

17.  How can I dispute a charge on my Visa that I did not authorize?
Contact the dispute area at 1-800-600-5249

18.  What can be done if a merchant has double charged my account?
Contact the merchant and request the second charge to be reversed. If the merchant will not comply, please contact the dispute area at 1-800-600-5249

19.  Will I receive my new Visa card before my current card expires?
As long as your current card is active and is in good standing, a new card will be issued to you by the beginning of the expiring month. Please allow 7-10 business days to receive the card.

20.  How do I transfer a balance?
You can request a balance transfer at the time of applying for the card or after you've been approved and have received your card.

21.  What types of balances can I transfer?
You can transfer balances from other credit cards, personal loans, student loans, and auto loans. You will not be able to transfer a balance from another account issued by HEFCU unless authorized.

22.  What information will I need to transfer a balance?
You will need the name of the other creditor, account number, the payment address of the other creditor and the amount you want to transfer.

23.  How long does it take a transferred balance to post to the account I have with the other creditor?
If your balance transfer request is approved, payment will be sent to your creditors within 10 business days. Please allow 10 days for mailing time. Continue to make payments to creditors until you confirm that they have received the transferred payment.

24.  Will my transferred account close automatically?
Your other account will not close automatically, even if it is paid in full. You will need to call your other creditor to request that they close your account. 


TECHNOLOGY
1.  How do I sign up for online banking?
From our website, click on HEFCU@Home, our online banking platform. You will be informed that you are leaving the HEFCU site and going to an approved third party vendor’s site. Click continue to go forward. On the HEFCU@Home site, click on ‘Sign Up Now’ and follow the screens to set up your online banking. Once you are complete, you will receive an email with a temporary password formula. If you should have any questions or need assistance, please contact our member service department.

2.  How do I sign up for eStatements?
From our site, click on eStatements and then click continue to go to the approved third party site. On this screen, you will click on “First time to our site? To register click here”. Follow the prompts to set up your user name, password, and security questions. If you should have any questions or need assistance, please contact our member service department.

3.  Is my account information secure?
Yes, ensuring the privacy and security of your account and personal information is a top priority for HEFCU. We do not store member information on our web server that is accessed by the public.

4.  Does HEFCU have a privacy policy?
Yes. It can be found under the Disclosures tab on our site.

5.  If I transfer funds from one HEFCU account to another HEFCU account via HEFCU@Home, when will the funds be available?
Funds transferred between your HEFCU accounts via online banking (HEFCU@Home) will be available instantaneous.

6.  Can I transfer funds to/from an external account? If so, when would the funds be available?
If you have a HEFCU checking account, you are able to do an Intrabank transfer. We will need you to complete the form on the HEFCU@Home site (under transfers) and send it to us with a voided check of the account you want to transfer to. Once the Intrabank is set up, you can complete a transfer. Funds will take approximately five days to reach the intended financial institution.

7.  What’s the number for the Call-24 Bank-by-Phone system? What is my PIN for this service?
Our Call-24 Bank-by-Phone service number is 1-800-551-3001. Your PIN is defaulted to the last four digits of your SSN; if you need this PIN reset, please contact our member service department.

8.  How do I edit my information within eStatements?
You can update your security information in eStatements by clicking on ‘Change Registration Information’ once you log in.

9.  How do I edit my online banking information?
Once you log into HEFCU@Home, you can click on the Account Services Tab and update your information.

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