Frequently Asked Questions

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1 Frequently Asked Questions I noticed there was a $10 membership fee on the fee schedule. Will I need to pay the $10 to continue my membership? Since you are already a member, you are not required to pay the $10 membership fee. That fee only applies to new memberships. Who is eligible to join UCF Federal Credit Union/ CFE Federal Credit Union? Persons, who live, work, worship, volunteer or attend school in Orange, Osceola, Seminole or Lake Counties, businesses and other legal entities. CFE will continue serving all existing UCF FCU members of record, regardless of whether they are located outside of CFE s field of membership. Will my account number change? As a result of system conversions, you will be assigned a new six digit CFE account number. New membership cards will be mailed to you in February, and your new account number will be live March 1, What if I have accounts at both credit unions? During the process, all UCF FCU accounts will be integrated into CFE FCU s computer system. The number of accounts you currently have will remain the same. After the account integration happens, you will be more than welcome to consolidate your accounts. What is CFE FCU s routing number? CFE s routing number is The routing number is used to identify which financial institution is associated with a particular account. It consists of a nine-digit number that often comes before your account number at the bottom of your checks.

2 Do I need to update my beneficiary information? The beneficiaries listed on your UCF FCU accounts will automatically transfer to your new CFE accounts. However, it is a good idea to review and update your beneficiary information. Beneficiaries designated on your account will have equal distribution for all involved. If you are unsure who you want as your beneficiary and are looking for more direction, consult with a tax professional, an attorney, or estate planner. Do I need to update my direct deposit? We do not anticipate any interruption to established direct deposit relationships. However, soon after March 1, 2012 you should make an effort to update your direct deposit relationships to reflect your new CFE account number and routing number. Do I need to update my ACH (automated clearing house) transactions? If your UCF FCU checking account number was used for automatic payments directly taken from your UCF FCU account, you will need to reestablish those ACH payments with your new CFE checking account number beginning March 1, Do I need to order new checks? You will need to order new checks by contacting us after March 1, We will pay for your first box of 150 complimentary checks up to $20. Upon receipt of your complimentary checks, stop using your old checks and begin using your new checks. Any outstanding UCF FCU checks using your old account number, which have not cleared by March 1, 2012, will be honored through June 1, Your first box of complimentary CFE checks must be ordered from CFE directly at any branch location or by phone through the Member Service Center. You may also mail in a voided check notating your next check number to P.O. Box , Lake Mary, FL Please begin using your new checks after March 1, Future

3 check orders are available for purchase through Harland-Clarke, and the new price is comparable. To view available design options, log in to your online banking MATT Web account. When you re ready to reorder your checks you can order them: Online using MATT Web internet banking. After logging in click Other Services, then select Order Checks. Directly by telephone through Harland- Clarke at (800) At any UCF/CFE branch location. How do I access telephone banking? Effective March 1, 2012 UCF FCU s Knightline will be replaced with MATT (Member Automated Teller Transaction) Phone. To access MATT Phone 24/7 call: Phone: (407) , option 2 Outside Orlando: (800) , option 2 In MATT Phone you can check balances, transfer funds, withdraw funds (request a check be mailed to you), make loan payments, activate a debit or ATM card, and check account history. There is no fee to utilize MATT Phone. Will I need to re-enroll for online banking? You will not need to re-enroll in Online Banking. After March 1, 2012 you will have access to CFE s secure online banking system known as MATT (Member Automated Teller Transaction) Web. The log-in screen will be located on the home page of UCF FCU s website, ucffedcu.org. There is no cost to use MATT Web. You can conveniently access your accounts 24/7 and perform various transactions such as: Check account balances and view up to a sixmonth history View e-statements and e-drafts of your cleared checks Transfer funds from one account to another Set customized e-alerts to receive notification of important account activities. Stop payments on a check or series of checks

4 Make a withdrawal, and CFE will mail you a check for the desired amount. Apply for loans and check application status Order checks Manage your personal contact information and passwords Nick name your accounts for easier identification, and help encourage your savings goals. Purchase share certificates Easily download your monthly account history into a personal financial management software such as Quicken How do I access online banking? Starting March 1, 2012 you will have access to MATT Web online banking. What is MATT Lock and why do I need one? (multi-factor authentication) MATT Lock is a multi-factor authentication system, which provides added security by helping ensure that only you and any joint owner(s) can access your online account. MATT Lock lets you know it s us, and we know it s you when you re online. Your MATT Lock is a picture and phrase that you create. Only you and any joint owner(s) can recognize your MATT Lock. Be sure you share your MATT Lock with anyone on the account who is authorized to have online access. As part of the log-in process, when you see your MATT Lock, you can be confident that you are at the legitimate MATT Web online banking site, not a fraudulent site. Will I need to re-establish my online bill pay information? You should not have to reenter existing bill pay information; CFE is working to automatically transfer the information you had previously stored within UCF FCU s old bill payment system. However, we recommend that you review your list of bills, payees, and scheduled payments to ensure everything transferred correctly and you do not miss payment due dates.

5 With bill pay you can make a one-time payment, or schedule reoccurring payments; your bills can even pay themselves when you set up automatic reoccurring payments. There is no cost to use bill pay, however, if you do not pay at least one bill during a 90 day consecutive period a monthly inactivity fee of $6.95 will apply. This non-refundable inactivity fee is applicable separately for each suffix that is enrolled in Bill Payer. The inactivity fee is withdrawn from your account on the first business day of every month. To discontinue the service click Cancel Bill Payer in MATT Web. How do I access mobile banking? Mobile Banking is a fast and secure way to access your accounts from the palm of your hand. It s easy to use and you can manage your accounts the same way you do with online banking. Mobile banking is absolutely FREE 1 ; it s another benefit for busy members on the go. You will need an internet capable mobile device and a MATT Web log on and password. Log-on to mobile.mycfe.com from your internet capable mobile device Download the iphone app from the Apple Store to access mobile banking specifically for iphone, ipad and ipod touch. ( itunes.apple.com/us/app/cfe-federal-creditunion-mobile/id ?mt=8) Visit mycfe.com from your Android device to instantly download CFE s app for Android. 1 Access rates may apply depending on your cell phone carrier. Web access is needed to use Mobile banking. Check with your services provider for details on specific fees and charges. Will my statements change? Yes, the look of your monthly/quarterly statement will change, and you can expect to receive your new statement in April for March activity. We re confident that you will be pleased with the new design, which features a convenient summary snapshot for all of your accounts on the first page. Also, for security reasons CFE masks account

6 numbers on our statement. Only the last two digits of your six digit account number will display; the proceeding four digits are filled with asterisks. If you re currently signed up for e-statements you will continue to receive your statement electronically. Each month CFE sends an reminder when the current e-statement is available to view in online banking. You will need to log-in to MATT Web to access your e-statement; it is not attached to the . Any account that does not have a valid address on file will automatically be converted to a paper statement. In MATT Web you can verify and update your address. If you re currently receiving paper statements, you will continue to receive a paper statement in the mail. CFE does not charge a fee for paper statements, but we urge all members to consider enrolling in e-statements as it saves the credit union money, which we pass on to members through enhanced services and better rates. Also, e-statements are more secure than paper, using encrypted software with password log-in, and they are never deleted from CFE s system so you have access to them indefinitely while your account is active. Will my e-statement history transfer to MATT Web? Past UCF FCU e-statements which were available to view in UCF FCU s old online banking system prior to March 1, 2012, will continue to be available in MATT Web online banking. Will my share insurance change? Your funds will still be insured up to $250,000 by the National Credit Union Share Insurance Fund (NCUSIF). Individual Retirement Accounts are separately insured up to $500, If your combined balances are in excess of $250,000 as a result of the merger, you will be contacted to ensure

7 your account ownership is established in such a way as to continue to maximize insurance coverage. 1 Through our affiliation with the Excess Share Insurance Corporation (ESI), a licensed property and casualty insurer, we are now able to provide an additional $250,000 of coverage, for a total of $500,000 in protection for your IRA Savings and IRA Certificate accounts. Will my deposit rates change? All existing UCF FCU share certificates opened prior to January 1, 2012 will continue to earn the rate established at account opening, and dividends will be paid at maturity. Non-term accounts such as savings and money markets will automatically adjust as rates change. As of January 2012, CFE adjusted the posting period from quarterly to monthly. All dividends now post monthly. Will my Share Certificates change? UCF FCU certificates opened prior to January 1, 2012 will adhere to the terms that existed when the certificate was originally opened on UCF FCU s system. The maturity dates will remain the same, however, these certificates will not auto renew and roll-over. Upon maturity, all dividends earned will be paid to the member and the funds (principle and dividends) will be deposited into the member s share account. If the certificate is an IRA, the funds will be deposited into an IRA savings. Members may open a new certificate by visiting any branch location, or by contacting the Member Service Center at (407) , or (800) outside Orlando, option 3. How will dividends on my accounts be calculated? CFE share certificates opened after January 1, 2012 are paid dividends at a fixed rate; compounded monthly and credited monthly. You may choose to have monthly dividends mailed directly to you, transferred to one of your accounts, or allowed to accumulate until your certificate matures.

8 Non-term dividends are calculated from the date-of-deposit to the date-of-withdrawal; compounded daily and credited monthly. There is a $50 minimum daily balance to earn dividends on non-term deposit accounts such as savings and money market accounts. Checking accounts do not earn dividends. Will my deposit availability policy change? Please refer to the Deposit Availability Policy for full details, available online at ucffedcu.org or visit any branch location. Will my fee schedule change? A new fee schedule was mailed to all UCF FCU members. To access the most current version of the fee schedule visit our website at ucffedcu.org, stop by any branch location, or contact UCF FCU s Member Service Center at (407) , or (800) outside Orlando, option 3. A monthly fee of $5 will be charged if a member s cumulative average daily balance is less than $250 for the month, however, this monthly fee is waived if you have ANY of the following: An open line of credit with CFE / UCF FCU An active CFE/UCF FCU credit card or loan If you are under age 23 What is the minimum share in the credit union? The minimum amount required in your primary share account (suffix 0) to maintain membership will drop from $50 to $5. Will my business account fee schedule change? We have various fee structures on our business accounts. These fees are based on your type of business entity. Please contact your nearest branch to see which structure best meets your needs. Where can I mail deposits and general communications? General communications and mail-in deposits may be sent to: CFE Federal Credit Union P.O. Box Lake Mary, FL

9 Will my loan change? In February you will receive a new account number and loan coupon books. Your loan rate and payment due date will remain the same. If you have automatic loan payments they will carry over, and not change. If you utilize an online bill payment service to pay your UCF FCU loan, you will need to update the payee information to reflect your new loan number, CFE s payment address (below), and change the payee name to CFE Federal Credit Union. Where should I send my loan payment? Effective March 1, 2012 mail all loan and mortgage payments to the address indicated on your new loan coupon book or billing notice. Who should my loan payment be made payable to? Effective March 1, 2012 loans should be payable to CFE Federal Credit Union. Please include your new loan account number. Do I need to change my automatic (recurring) loan payment? There is no need to change this recurring loan payment. Even though your loan payment is due the end of the month, you can still make your monthly payment prior to this date. Can I make advanced payments on my loan? Yes, you can make additional monthly payments at any time during your loan. You must, however, make at least one full payment each calendar month. Do you offer credit life and/or credit disability protection? Yes, we offer both products through CUNA. Do you offer vehicle extended warranties? Yes, we offer vehicle extended warranties through Intercontinental Warranty Services (IWS).

10 Will my extended warranty I currently have on my vehicle loan change? There is no change as to how your coverage or any claims are handled. UCF FCU and CFE both offer extended warranties through IWS. Do you offer GAP (Guaranteed Asset Protection)? Yes, we offer GAP through Allied Solutions. Will my GAP coverage change? There is no change as to how your coverage or any claims are handled. UCF FCU and CFE both offer GAP coverage through Allied Solutions. Will my Accidental Death and Dismemberment (AD&D) insurance policy change? Accidental Death and Dismemberment Insurance coverage will continue to be offered through your current insurance provider. As a benefit of membership, CFE offers all members eighteen years and older $2,000 of credit union paid Accidental Death & Dismemberment Insurance. This amount is reduced by 50% at age 70. Members with current AD&D coverage will receive a new Certificate of Insurance which explains the important information and benefits of the insurance coverage, as well as applicable limitations, exclusions, and terms of coverage. Your premiums will not change, but your billing cycle will switch to the same cycle as CFE with quarterly billings beginning in June Members wishing to take advantage of the credit union paid $2,000 AD&D coverage or make other changes should contact the plan administrator at (800) Do you offer student loans? No, we do not offer student loans. We do, however, have a partnership with Sallie Mae for private student loans. Information regarding this can be found on our website. Will my Student Loan change? Your loan will continue to be serviced as a student loan per your original note.

11 I currently have bi-weekly loan payments. Will this payment option still be available to me? Your payment due date will be moved to the end of the month. This may increase your monthly payment amount. You will need to adjust your biweekly payment amount to reflect this change. What are the new Member Service hours? Monday Friday: 7:00 a.m. 8:00 p.m. Saturday: 8:30 a.m. 2:00 p.m. Phone: (407) , option 3 Outside Orlando: (800) , option 3 Fax: (407) What is Courtesy Pay? An overdraft occurs when you do not have enough money in your account to cover a transaction, but we pay it anyway and assess a fee of $30 for each overdraft paid. Items will be paid up to an overdrawn limit of $ (including Courtesy Pay fees of $30.00 per item). The Courtesy Pay plan is a non-contractual courtesy and is discretionary. Standard overdraft services, known as Courtesy Pay, come with your account. We pay overdrafts caused by checks, recurring debit transactions, or automatic bill payments. However, federal law requires members to optin to overdraft protection services for ATM and everyday debit card transactions. If you do not opt-in ATM and everyday debit card transactions will be declined if you attempt to make a transaction without sufficient funds. (This opt-in rule does not pertain to overdrafts caused by checks, recurring debit transactions, or automatic bill payments.) We also offer overdraft protection transfer services, such as a link to a savings account, which may be less expensive than Courtesy Pay. You can manage your overdraft settings in MATT Web; see Other Services tab.

12 How do I opt-in to Courtesy Pay for ATM and everyday debit card transactions? You will not have the additional overdraft protection (Courtesy Pay) on your ATM and everyday debit card transactions unless you opt-in. If you choose not to opt-in your ATM and everyday debit card transactions will be declined if you attempt to make a transaction without sufficient funds. After March 1, 2012 you may opt-in to Courtesy Pay by visiting any branch location, call the Member Service Center at (407) , or (800) outside Orlando, option 3, or by visiting ucffedcu.org/optin. Where will I send my credit card payments? Credit card payments should continue to be sent to the remittance address included with your credit card statement. What are the branch locations and operating hours? As of March 1, 2012 you will be able to conduct your credit union business at 19 branch locations, including UCF FCU s three branches and CFE s 16 branches located throughout Central Florida. Branch hours and locations are available on UCF FCU s website, ucffedcu.org. CFE FCU and UCF FCU participate in shared branching with 4,000+ locations nationwide. Visit cuservicecenters.com to find participating service centers. What ATM networks are available to me now? You currently have access to UCF FCU s four ATMs plus CFE s 40 ATMs located throughout Central Florida, surcharge free. In addition to accessing your accounts, transferring funds, and making loan payments at our ATMs, you may also purchase U.S. postage stamps and discount movie tickets at select UCF FCU and CFE ATMs. Effective March 1, 2012 your new ATM network consists of ACCEL/Exchange, Cirrus, and Presto!. Plus, you may use your debit card anywhere the VISA symbol is displayed. There is a convenience

13 fee of a $1.25 to use any non-cfe/ucf ATM. However, you may request cash back at the merchant register and avoid foreign ATM fees. Who will be the President and CEO of the continuing credit union? CFE FCU s current President and CEO, Joseph A. Melbourne, Jr. Where will the merged credit union s headquarters be located? The principal headquarters will be at 1000 Primera Boulevard, Lake Mary, FL Where can I learn more about CFE Federal Credit Union? Visit CFE s website at mycfe.com and their Facebook page at facebook.com/mycfe. If you did not find answers to your specific questions, you may us your questions at stop by any branch location, or contact UCF FCU s Member Service Center at (407) , or (800) outside Orlando, option 3. *Please do not include confidential or personal account information in your . Do include a contact number or address where we may respond to you. 2/12 Federally insured by NCUA

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