FREQUENTLY ASKED QUESTIONS

RESOURCES

FREQUENTLY ASKED QUESTIONS

For your convenience, we’ve compiled some of the most frequently asked questions and organized them below.

MOBILE BANKING

How do I sign up for mobile banking?

You must first have signed up for Online banking. Once you’ve done that, use the same User ID and password to login.

Then, look for the Welcome (your name) tab near the middle of your screen and click on the arrow pointing downward for the drop-down menu.

  • Click on the All Services & Settings link
  • Go to the Banking Services column
    • Click on Mobile Management
    • Mobile enrollment will re-direct you to a 3rd party site; if does not, please click on the blue button that says “click here”
    • Follow the prompts to sign up for text banking
      • Enter the type of mobile carrier, i.e. AT&T, Verizon, etc.
      • Enter your cell phone number
      • View the terms and conditions to proceed and click on that button
      • You will be directed to a page of Terms and Conditions, which you will have to accept before you are allowed to proceed.
      • You accept these terms by clicking on the box to the left of “I accept the Terms and Conditions of Use”
      • You will have an opportunity to review your information and if correct, click on the “Enroll” button
      • You will be given the opportunity to sign up for text messaging which is automatically checked for you. If you DO NOT want text messaging, you must UN-CHECK the box.
      • If everything is correct, click Continue
      • Your cell phone will be sent an Activation code via a text message
      • Follow the directions in the text by hitting reply with the activation code
      • You should get a reply that your activation with National United is successful.

Next, you will need to download National United’s mobile app to your mobile device.

  • Apple Products-Apps Store
  • Android-Google Play
  • Windows-not yet useable for our mobile banking app

Once you get to the App Store, search for National United app.

  • Download the app (there is no cost)
  • Use the same User ID and Password that you use for Online Banking
  • You will then be asked for an activation code (same as for text banking)
    • As a security precaution, you might be asked one of your online banking security questions

You can also access your Account information using a mobile device by going directly to the website by typing in www.nationalunited.com in your device’s browser. Again, you will use the same User ID and Password as your online banking.

How can I access my account online?

Accessing your account online is simple. Using any mobile device, go to www.nationalunited.com. You will be prompted to log in, and you can use the login and password for your account to access your online accounts. Once there, you can view account information transfer funds or conduct other bank business.

How do I check my account balance with text messaging?

Text Message balance Inquiry and Commands

  • Text message for Balance Inquiry. Text 968-65
  • Text Banking Commands

You can check for additional available commands by activating your phone and sending C to 96865.

FUNCTION    COMMAND    

DESCRIPTION

Balance B Summary of available balances for all accounts
History H Summary of recent transactions per account
Command C List of available Text Banking commands
Help HE Help content for Text Banking
Login L Receive a URL for the National United Mobile Browser website (user must first activate their mobile web browser)
Recover R Receive a URL and new activation code for the National United Mobile Browser website (user must first activate their mobile web browser)
Stop S De-activate all National United text services

ACCOUNTS – SETTING UP A NEW ACCOUNT

How can I open a new account for my minor child?

In order to open an account for your minor child, you must first go to one of our branches (our locations are conveniently listed on our home page), and bring their social security card, as well as a copy of their birth certificate. The bank will require an adult to be on the account, along with the minor child.

Is it possible to set up a student checking account?

Yes, we can help you set up a student checking account. The service charge will be waived on the account until the student’s 19th birthday. If the student is under the age of 18, we require that someone 18 or older be on the account with them.

ACCOUNTS – CHANGING AN EXISTING ACCOUNT

How can I change the address on my account?

To change your address you will need to do 1 of the following:

  • Go to the branch and request a change of address
  • Write a letter stating that you want to change your address. You will need to list the new address as well as phone number and sign the letter. For your protection, we will verify signatures before changing the address.
  • If you have Online Banking Services, you may log in and go to the Welcome (your name) and click on the drop down menu.
    • Select Change Contact Information.
    • Click on the Blue Submit button when finished.
    • Here you may update your address, phone numbers and email address.

Can I change my address over the phone?

No, for security reasons, National United can not accept changes of address, emails or phone numbers (any type of personal information) over the phone; however, changes can be made in one of two ways:

  • If you have online banking, you can log in and go to:
    • If you have Online Banking Services, you may log in and go to the Welcome (your name) and click on the drop down menu.
      • Select Change Contact Information.
      • Click on the Blue Submit button when finished.
      • Here you may update your address, phone numbers and email address.
  • OR, you can
    • Request a Change of Address form
    • Go by the Branch and complete the form at the Branch
    • Go by the Branch and pick up the form and mail it to the Client Services Department
    • Request a blank form by Fax
    • Request a blank form by mail

Upon receipt of a returned, completed form by fax or mail, additional reviews (via dual controls) will be made to ensure the validity of the client information and the verification of signatures.

How do I change my account type?

To change the type of account that you would like, you would need to contact your local branch or you may contact the bank through secure email. They will able to provide to you new disclosures for the new account.

I recently got married or divorced and I need to change my name, How can I do that?

In order to change the name on the account, the bank will need to see a social security card with the new name along with photo identification in the new name.

LOANS

How do I apply for a personal loan?

There are two ways that you can start the process of applying for a loan. You can either visit one of your local branches to complete an application or you can visit our website and choose the Personal tab, then select loans. You will then see the options that you can use depending on the loan type that you need:

  • Auto Loan
  • Consumer Loan
  • Unsecured loan
  • Cash secured Loan
  • Mortgage Loans

Select one of these options and then complete the information. Once the completed information is received by the bank, a loan application will be sent to you.

What should I bring with me?

You will need to bring two forms of identification as well as pay stubs.

FRAUD

How can I protect myself from scammer telephone calls?

National United will never contact you and ask for any of your account information. If someone calls you requesting account numbers do not give them any of your information and hang up immediately. Also, it is a good idea to never give out debit card, credit card or account information unless you know the person to whom you are providing the information, or if it is a trusted company with which you’ve previously done business.

HOLIDAY HOURS

What are the 2017 bank holidays?

National united is closed on the following holidays in 2017:
January 2 (Monday), for New Years Day
January 16 (Monday), Martin Luther King, Jr. Day
February 20 (Monday), Presidents Day
May 29 (Monday), Memorial Day
July 4 (Tuesday), Independence Day
September 4 (Monday), Labor Day
October 9 (Monday), Columbus Day
November 11 (Saturday), Veterans Day
November 23 (Thursday), Thanksgiving Day
December 25 (Monday), Christmas Holiday

ONLINE BANKING

What are “Notify Me” alerts in online banking?

The Notify Me Alerts feature allows you to easily monitor your online account activity, balances, online messages and account security by opting-in to receive automatic notifications. With reliable, timely notifications, you can better manage your accounts by avoiding unnecessary service charges, ensuring transactions are processed, and monitoring unusual activity on your accounts.

What type of Alert Types are there?

The system provides three types of alerts:

  • Account Activity alerts – Notification when specific types of activity have occurred on an account, or have exceeded thresholds that you have set.
  • Messaging alerts – Notification when various types of messages are sent to your online inbox, or there has been a change to your online service privileges.
  • Security alerts – Notification when security-related changes have been made, or when certain banking operations have completed—e.g., a bill payment has been made.

How do I set up Notify me alerts in Online Banking?

You must first login to your online banking, then:

  • Go to the Alerts tab located on the top-right of your screen
  • Click on the drop-down arrow
  • To set up New Alerts, click on the Settings button
  • You have a choice of Alerts
    • Account Activity Alerts
    • Messaging Alerts
    • Security Alerts
  • Clicking on each one of those tabs will give you a definition of what each alert can be used for
  • Account Alert set up:
    • Click on the “I want to” button
      • There are two (2) “I want to” buttons to choose from
      • The larger button is for general account alerts and edits
      • The smaller button is specific to multiple line item alerts for you to choose from, ex: alert me with my balance, or if my account is overdrawn, etc.
    • The frequency of the alert
    • Where you want your alert sent (email vs. text message)
    • Click on the blue Submit.
  • Messaging Alerts
    • Click on the “I want to” button
    • Edit Account, Activity Alerts
    • Choose the delivery mode of the alert
    • Click on the blue Save button.
  • Security Alerts
    • Click on the “I want to” button
    • Edit Security Alerts
    • You will choose when online banking login’s are successful and you can specify those times
    • You can select other security guidelines, for ex: online transfers, external transfers, etc.
    • Click on the blue Save button

Why is my available balance different from my current balance?

Your “Balance” is your actual balance, meaning the money you have in the bank, which includes all your deposits and debit transactions that National United has received and posted at that time.

Your “Available Balance” is defined as the amount of money available for use, typically the previous day balance, plus or minus any pending transactions AND an additional $500 of overdraft protection IF your branch has approved it.

Overdraft protection must be requested by the Client, via a form and signature, and approved by the Branch Operations Officer.

CONTACT

How do I use the Art (Automated Response Teller) Line?

In order to use National United’s Automated Response Teller (ART) system, you will be given a number by your branch to call. To activate your account with ART, you will first need:

  • Your full account number
  • Last four digits of your SS#

Once you have that information, you will call the ART number, and follow the voice activated system.

  • Choose the type of account you will be using ART for:
    • 1-Checking
    • 2-Savings
    • 3-CD
    • 4-IRA
    • 5-Loan
  • Enter the last four (4) digits of your social security number
  • You will be prompted to create a four-digit PIN number (or code) that you will use every time you log in to ART
  • The voice automated system will give you a menu which allows you to choose to check balances, transfer money, etc.
  • In addition, National United provides a toll-free number you can call if you are traveling: (877) 801-2265

How can I chat with a Client Service Rep from the bank?

The chat feature on our website can be accessed via any page on the website.

DEBIT CARDS

Why is my new card a EMV Chip Card, and why does everyone suddenly want a card with a chip? How is this different from my old debit card?

EMV is a technical standard for smart payment cards and for payment terminals and ATMs that can accept them.  EMV stands for “Europay, MasterCard and Visa”, the three companies that originally created this standard.  These cards store their data using integrated circuits/chips rather than magnetic stripes (although many of these cards still have stripes allowing them to be used in machines that haven’t upgraded to EMV standards).

Why is the new chip needed?

This Chip-and-PIN technology gives added protection to the owner of the card.  It looks just like a traditional card but has an embedded chip.  Rather than swiping the card, the cardholder will insert the card into the terminal to complete the transaction.  The chip contains information that’s encrypted and is constantly changing with each transaction, making it much more difficult for someone to counterfeit the card.

What should I do if I lose my debit card?

When you lose a debit card during banking hours you need to call Client Services to notify them of the lost card. If it is during non-banking hours you will need to call 1-800-523-4175 as soon as possible to report the lost card.

How can I activate my Debit Card?

To activate your debit card you will need to validate the debit card by entering the PIN. You may do this at a local NATIONAL UNITED branch, complete a transaction or balance inquiry at an ATM, or you may visit a store where you can select debit option and use your PIN to complete the transaction.

E-STATEMENTS

How can I sign up for E-Statements?

To sign up for E-statements, you will need to login to Online Banking, then:

  • Go to the Welcome (your name) link located near the top, middle of your screen
  • Click on the down-facing arrow and you will see a drop-down menu
  • Click on the All Services & Settings link
  • Under Quick Links, click on View Statements
  • You will see on the left side a menu to choose which accounts you want to sign up for E-Statements
  • On the right side, you will click on the blue button, Electronic Only Statement Delivery
  • You will see the Electronic Statement Disclosures, which you should read and when finished, please click on the Blue Accept Button or on the Blue Accept and Print button
  • You will be asked to verify your email address AND you will be asked if you want E-Statements for this account or for all accounts-Click on the appropriate blue button
  • Congratulations! You are now signed up for E-Statements

FDIC

What is FDIC insurance?

Also known as Federal Deposit Insurance Corporation, this is a United States government corporation that provides insurance to depositors in U.S. banks. The FDIC currently insures deposits in member banks up to US $250,000 per ownership category.

FDIC Coverage

The best way for you to determine if your accounts are covered under the FDIC insurance is to visit https://www.fdic.gov. This website will help you determine if your accounts are covered. Or, simple visit one of our local branches and speak to one of our staff, or call any branch.