Blackhawk Community Credit Union VISA Credit Card Guide to Frequently Asked Questions

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1 Blackhawk Community Credit Union VISA Credit Card Guide to Frequently Asked Questions June 12, 2014 We have compiled this guide of frequently asked questions and answers about your Blackhawk Community Credit Union VISA Credit Card and the recent conversion in order to help you with the transition. We apologize for the frustration a conversion causes. The decision to make this change was made after considerable deliberation and research. Unfortunately, our former card processor was not meeting security expectations and protecting your identity and account information from fraud is our top priority. We apologize for the inconvenience this decision has created, but we believe that it is the right long-term change. If you have additional questions, please contact our Call Center at or toll free at We are always happy to help. To provide service to you whenever you need it, we have also implemented a 24-hour emergency hotline for credit cards. Please see the phone numbers below or select it from the menu when calling Blackhawk directly. Important Phone Numbers: Direct Blackhawk Option Member Service Option 4 Lost/Stolen Card Option International Card Activation Select a PIN Rewards Go to: Statements Online Credit Card Information Transaction History Pending Authorizations Due Date Payments Quicken Rewards New Features Design Your Own Card VISA Alerts

2 STATEMENTS Important Statement Notice You will be receiving a separate paper credit card statement in the mail this month, even if you normally receive estatements. This is an interim credit card statement during the completion of our conversion to a new processor. However, next month, your credit card statement will return to being included in your member statement or sent as an estatement. Your June credit card statement will also provide full credit of your rewards balance. After June 2, points can be redeemed online at or by phone at (800) If I made a payment before the end of the month, why is it not reflected on my statement? Our statement cycle has changed and now occurs a few days before the end of the month. If you made a payment after the cycle date, it will not be on your statement until the following month. For example, in May the cycle date is May 29. If you made a payment on the 30 th or 31 st the payment will be shown on the June statement. How can I access my credit card statement for May in the future if I ever need a copy? You will have a 12-month history of all statements in the Credit Card tab in online banking. You can also contact our Card Services area if you do not use online banking. ONLINE CREDIT CARD INFORMATION Need help getting into the new Credit Card tab? As a new feature in online banking you may have to change your computer settings to allow for pop-ups in the Credit Card tab. Please note: Many internet browsers will require you to close out the browser and reopen it before the new settings will work.

3 On your ipad Go to Settings, Safari Be sure you DO NOT have the Block Pop-ups selected

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5 In Internet Explorer Click on the GEAR icon in the upper right hand corner of your screen Go to Internet Options Go to Privacy tab Be sure you DO NOT have the Pop-up Blocker checked Click Apply or OK If you still have an error message on the Credit card tab, close out Internet Explorer & sign back into Online Banking

6 In FireFox Go to Settings on the bottom right of your page

7 Go to Content Be sure you DO NOT have the Pop-up Blocker checked Click OK If you still have an error message on the Credit card tab, close out Firefox & sign back into Online Banking Safari on imac Go to Safari Preferences If you still have an error message on the Credit card tab, close out and sign back into online banking

8 Be sure you DO NOT have the Pop-up Blocker checked Where can I view my credit card information in online banking? To view up-to-the-minute information, please go to the Credit Card tab. TRANSACTION HISTORY Where can I view the transaction history of my credit card information? Moving forward you will have credit card history in the new Credit Card tab. Transaction history prior to the conversion will be available in your monthly statements.

9 PENDING AUTHORIZATIONS In the Credit Card tab, along with viewing your transactions in real-time, you can also view any pending authorizations on your card that have not yet posted. DUE DATE What is the grace period on my credit card? The grace period has not changed. A grace period on a credit card is the time that you have to pay off your purchase balances before interest or late charges are applied. This is the due date. The due date will always be on the 23 rd of each month. If you make your payment after the 23 rd, you may be charged interest or late fees. These fees are applied on the cycle date. PAYMENTS When will payments be credited to my credit card? Payments made in the branch, through phone banking, or online transfers made by 4:30 pm CST will be credited to your credit card on the same day, although the posting entry will not appear until the next day. As long as the payment is made before 4:30 pm CST, the paid date will reflect the actual date the payment was made. For example, if you make your payment on the due date, the 23 rd of the month, before 4:30 pm CST, the payment will be applied to your balance on the 24 th, but it will be considered an on-time payment for the 23 rd. If I set up a recurring transfer for my credit card using autopay, when are those payments deducted from my account and credited? Payments are credited to your credit card balance as of the 23 rd and funds are withdrawn from your account the next business day. Can I transfer funds from another financial institution to my Blackhawk Visa? Yes, in the Credit Card tab, click on payments. You can set up a one-time or recurring transfer from Blackhawk or any financial institution.

10 QUICKEN Will I have an option to download credit card data from Quicken? When the new Credit Card tab is available in Online Banking (we are in the process of downloading that data and will have it available next week) there will be an option to download a.cvs or excel file but there is not a direct link to Quicken. REWARDS When will I be able to see rewards information on the website? You will begin earning CURewards on May 14 th for debit cards and May 19 th for credit cards. Points are posted monthly to the CURewards website after the statement cycle, so you will see them on at the end of June. You will also see the points on your June statement, mailed early July. Can I household my points? Yes. You can add the card numbers of your family members to your CURewards account. NEW FEATURES There are many new features available with our new card processor in the Credit Card tab in online banking: - Account Home (real time information) - View activity and history (from date of conversion) - Autopay - set up recurring payments - Design Your Own Card - Online Balance transfers - Set up Visa Alerts - View CURewards balances and redeem your points We have also added 24/7 Service! If you have a question or problem with your card after credit union hours, you can still talk to someone. Please call

11 Screen shot of Credit Card tab DESIGN YOUR OWN CARD How much does this service cost? There is a fee of $10 per card to design your own card (DYOC). It will be charged directly to your credit card. Can I use any image? You can use almost any personal photo or image with some exceptions. The image cannot be under copyright, be an advertisement, or contain any words or URL s, and all pictures must be approved for decency standards by Visa. I tried to order a DYOC and it would not let me, why? Your account has to be open for 30 days before a DYOC can be issued. If a joint cardholder on the account ordered a DYOC or if you want to change your image, there is a 30 day waiting period in between. If I lose my card will the new one ordered be the same DYOC image? Will I be charged $10 for it? Your replacement card will be the last DYOC we have on file. All replacement lost/stolen cards are charged $5. Can my joint cardholder have a different photo on their Visa card? Yes. You can upload a unique photo to each card, but this is not required. All cards with the same account number will receive a new card. This means that if a photo is uploaded for only one card on the account, all other cardholders will receive a new standard Blackhawk Visa credit card.

12 I don't use online banking, can I order a DYOC at my local branch? No. This service is only available through online banking and we are happy to assist you with setting it up. Is DYOC secure? Yes. Your information is password-protected through online banking. VISA ALERTS If I had set up transaction alerts on my credit card before, will they still work? No, we now have additional options available to better protect your credit card. In addition to transaction alerts you can set up security alerts to alert you of possible fraud. These can be set up as s or text alerts using the Credit Card tab, under the Communication/Visa Alerts. What are the benefits of the alerts service? The advantages of the alerts service are: - Enables you to monitor your credit card transactions in near-real-time. - Offers you peace of mind by providing timely information that helps you monitor your Visa credit card for potential fraud. - Provides a tool to help you manage your money. What types of alerts are available? - Threshold transaction: Sent when a purchase amount is greater than a preset dollar amount you specify. - Card-not-present transaction: Sent when a purchase is made without swiping the card, such as when a purchase is made online or by telephone. - International transaction: Sent when a purchase is made outside the United States. - Declined transaction: Sent when a transaction is declined. - Gasoline transaction: Sent when a purchase is made at a gas station, such as fuel, car wash. What information is required for enrollment? You must provide your: - address (to receive alert messages) and/or - Mobile phone number (to receive SMS alert messages) - For your protection, we will never ask you to provide your Visa card account information for the alerts service.