Chartway Member Help Center & Contact Information (2023)

Operating hours can vary by branch:

• Most branches are open Monday through Wednesday from 9 AM. - 5 PM and Thursday - Friday from 9 AM - 6 PM;
• On Saturday, most branches are open from 9 AM - 1 PM;
• Our Direct Teller is open Monday–Friday 8 AM - 7 PM and Saturday 8 AM - 3 PM;
• All branches are closed Sunday.

Find the hours of the branch near you! The operating hours are listed by the branch information.

All Chartway locations and Member Solutions Center are closed on all federalholidays. Below is a list of our 2022 closings:

• New Year's Day - January 1
• Martin Luther King, Jr. Day - January 17
• Presidents' Day - February 21
• Memorial Day - May 30
• Juneteenth - June 20
• Independence Day - July 4
• Pioneer Day (Utah branches only) - July 25
• Labor Day - September 5
• Columbus Day - October 10
• Veterans' Day - November 11
• Thanksgiving Day - November 24
• Christmas Day - December 26

You can update your contact information within Online Banking.

1. Log in to Online Banking or Mobile App
2. Click “Settings & Alerts”
3. Select “Update Contact Info”
4. Edit your address
5. Click “Save”

If you have multiple account numbers, select each box to update contact information to all accounts.

If this is your first time ordering checks, please visit us at one of our branches or call us at (800) 678-8765 to review the various styles and prices.

To re-order new checks online, visit OrderMyChecks.com.

If you are ordering checks from another company, please use the below information:

Chartway's Address: 5700 Cleveland St, Virginia Beach, VA 23462

• Routing Number - 251481614
• Account Number - Your checking account number is different from your member number. Do not use your member number.

Tax documents are mailed by January 31. Tax documents are also available mid-January in Online Banking.

To access via online banking, follow the steps below:

1. From the "Menu" tab, select "Account Services"
2. Select "Statements"
3. Then select the Tax Document you wish to view.

Below is a list of tax documents:

• 1099-INT: more than $10 in dividends earned during the year (no 1099-INT forms issued for IRA investments)
• 1099-R: made distribution from a retirement account (Traditional/Roth IRA)
• 1098: $600 or more of mortgage interest during the year
• 5498: shows the FMV (12-31 IRA ending balance) for (Traditional/Roth IRA); Required Minimum Distribution amount for the tax year

If you have Online Banking, follow the steps below to avoid unnecessary card holds/freezes while traveling:

1. Login at least 24 hours prior to travel
2. From the Main Menu, select Accounts Services
3. Click Manage Your Card
4. Select the card you will be traveling with and follow the prompts to add a Travel Notification.

If you do not use Online Banking, please call us at 800-678-8765 no later than 24 hours prior to traveling outside of your local area (domestic or foreign).

In order to add a joint member, you and the person you would like to add can stop by a branch location. Please make sure all parties bring an unexpired government issued ID Card.

You can also request this change by calling us at (800) 678-8765, and we will send you forms to add a joint owner. If you decide to add a joint owner over the phone, keep in mind that the forms will need to be notarized.

Members may send a wire transfer at any one of our branch locations or by phone. If sending a wire transfer over the phone, please call us at least 3 business days before the transfer date to begin the process as the forms must be notarized.

In order to receive a wire and funds, you need to ensure the other person/company has been given the correct routing and account number.

Chartway is not authorized to notarize the following:

• Certify true copies of birth, death, and marriage certificates - only the Division of Vital Records/Statistics may perform such certifications.
• Certify true copies of court issue documents
• Perform marriage ceremonies
• Notarize their own signature
• Documents where the name on the document does not match the name on the ID presented
• Blank or incomplete documents
• Faxed or copied signatures
• Wills and documents that the notary has a financial interest in, for example:
  • The notary is a party of the document;
  • The notary's spouse is a party to the document;
  • The notary is a signatory or is named in the document;
  • The notary or his or her spouse has a "direct beneficiary interest" in the document.

If you have forgotten your Online Banking Username, you are able to reset it from Chartway.com.

Simply selectForgot Usernamelocated under the Login tab of any page of the website.

You will be directed to the Forgot Username page where you will need to fill in the following information:

• Member Number
• Member Last Name
• Full Social Security Number
• Full Date of Birth
• 5-Digit Zip Code

After the information is filled in, you will then select where you want your Username to be sent to by filling in a matching Email or Phone Number of what is on your account.

To log into Chartway Online Banking click the green "Online Banking Login" button at the top of Chartway.com. To enroll in Chartway Online Banking, visit www.chartway.com or download the Chartway Mobile App from the App Store or Google Play.

To change your password through Online & Mobile Banking, follow the steps below:

1. Login to Online Banking or Mobile App
2. Select “Settings & Alerts” in the menu
3. Click “Update Password”
4. Input the following:
   • Current Password
   • New Password
   • Confirm New Password

Lockouts automatically expire after 24 hours. If you still need assistance or cannot wait, please call us at (800) 678-8765 or stop by any of our conveniently located branches.

If you are locked out often, we suggest that you try resetting your login credentials. To reset your password, simply navigate to our Chartway Home Page. Click on the Forgot Password link directly beneath the Online Banking Login box. Next, follow the prompts to reset your password.

To change your Online Banking login, follow the below:

1. Login to Online Banking or Mobile App
2. Select “Settings & Alerts”
3. Click “Update Login ID”
4. Type in a new Online Banking Login and click “Save new Login ID”

To enroll for eStatements, follow the steps below:

1. Login to Online or Mobile App
2. Verify your email address under "Settings & Alerts" >"Update Contact Info"
3. Once confirmed select “Account Services” from the menu on the left- hand side
4. Click “eStatements”
5. Accept the terms and conditions

Creating a Deposit Alert Notification

1. Sign into the Chartway Mobile Banking App or your computer.
2. Select “Settings & Alerts” in the navigation menu, then click “Alert Settings”
3. Click “New Alert” and choose “History Alert” in the drop down
4. Select the account you wish to set the alert for
5. Select Credit Transaction, then select Greater than
6. Enter in the amount of the deposit you want to be alerted for, then click save
7. Select Phone or Text and enter in your phone number where you wish to receive the alert
8. Agree to the Terms and click Save

Creating an Available Balance Alert Notification

1. Sign into the Chartway Mobile Banking App or your computer.
2. Select “Settings & Alerts” in the navigation menu, then click “Alert Settings”
3. Click “New Alert” and choose “Account Alert”
4. Select Available Balance, then select Greater than
5. Enter your desired balance you wish to be notified for, then click save
6. Select Phone or Text and enter in your phone number where you wish to receive the alert
7. Agree to the Terms and click Save

Checking your account balance is easiest through Online or Mobile Banking:

1. Login to Online Banking or Mobile App
2. Select the account you wish to verify
3. Review the history.

Follow the steps below using your smartphone device

1. Log in to the Chartway mobile app
2. Select Mobile Deposit on the home page or navigate to “Transfers & Payments” and select “Deposit a Check”
3. Choose your account and enter the deposit amount
4. Take photos of the front and back of your endorsed check. Always make sure the back of the check is endorsed with the signature of the payee and “For Mobile Deposit Only at CFCU.”
5. Review and approve the check images.
6. Submit the images for deposit

You should retain the check for fourteen (14) business days after receiving confirmation that it posted to your account.

Checks deposited Monday - Friday will be available as follows:

• $225 will be available the same day
• $5,300 will be available in two (2) business* days
• $5,525 and above will be available in seven (7) business* days

*Holidays on which we are closed are not considered business days.

*If your account has been opened less than 30 days, then the entire deposit will be on hold for 7 business days.

Example: A check deposited in the amount of $10,000 using Mobile Deposit on Friday, $225 will be immediately available, $5,300 will be available on Tuesday after 12:00am ET. The remaining $4,475 will be available on the seventh business day from the date of the original mobile deposit.

Any checks drawn from a U.S. financial institution in U.S. dollars are eligible for mobile deposit.

This includes personal checks, corporate / business checks, cashier's checks, and government checks.

Chartway Mobile Banking app is supported on Apple and Android devices that fall within the categories below:

• iPhone devices iOS software version 13.0.0 and newer
• Android devices software version 8.0.0 and newer

To make a mobile deposit, your smartphone camera must have a 2.0+ megapixel resolution and autofocus.

Our online banking is supported by the following web browsers for their safety and security:

• Google Chrome
• Microsoft Edge
• Mozilla Firefox

As of April 7, 2020, our Online Banking will not support Internet Explorer 11.

Once signed into online banking you will need to:

• Select “Settings & Alerts”
• Click “Secure Delivery”
• Update your information to receive secure access codes

You will also need to update your contact information by clicking “Update Contact Info”.

Our secure access codes are an enhanced security feature. Once you have clicked “Register Device” on each of your devices for our online and mobile banking services and successfully logged in, a secure access code will no longer be required. When you access your accounts from an unrecognized device, a secure access code will be sent to you so that you can authorize use.

To remove a linked account:

1. Go to the Main Menu
2. Select “Settings & Alerts”
3. Click “Account Display”
4. Find the account you want to remove and click the tile.
5. Select “Remove” to delete the linked account.

With our new innovative Video Banking service you can safely and securely:

• Speak to a Chartway representative “face-to-face”
• Apply for a loan
• Open an account
• Sign account or loan documents electronically
• Upload documents or information securely
• Get general information about our products and services

Learn more about Chartway Video Banking

You have two options to make a payment through Online Banking.

Login to Online or Mobile Banking to begin:

1. If the funds are in your Chartway account:
   • Click Transfers and Payments, then Funds Transfer.
2. If the funds are with another financial institution:
   • Select Account Services, then Credit Cards.
   • You will need to register your card and select Payments from the left menu.

With Chartway’s Bill Pay service, you’ll never have to buy another stamp to mail your bills. You can pay an unlimited number of bills online to anyone you wish with Bill Pay. It sure beats all the trouble of sending checks through the mail. Enjoy the following benefits:

• Access to pay your bills 24 hours a day
• No stamps or envelopes
• Make multiple bill payments at one time
• Set up recurring bill payments (monthly, weekly, etc.)

To set up a one-time bill payment, follow the steps below:

1. Log in to Online or Mobile Banking
2. Go to “Account Services”
3. Select “Bill Pay”
4. Input the dollar amount and payment date for the payee you wish to pay.
   • Please note the “Deliver by Date” may be different than the Payment Date
5. Review the information and click submit payment

To set up a recurring bill payment, follow the steps below:

1. Follow steps 1-3 above
2. Locate the Payee you wish to pay and click the 'Make it Recurring' link under the “Pay” button
3. Input the required information
4. Select 'Frequency I create' or 'When my new eBill arrives'
5. Follow the prompts (please note the Deliver By date)
6. Review the information and click submit payment.

By going to "Payments" and then "Payment History" on the top navigation located within Bill Pay.

You must fill out the parameters in the payment search box on the left to locate the payment, then you will be able to view the "Sent On" date along with the status of the payment.

Track your credit card rewards points and view all your redemption options in online banking.

• Log in to Chartway Online Banking
• Go to "Credit Cards" under the "Account Services" tab
• You’ll automatically access the Chartway Rewards to see your rewards balance and start redeeming your points

Learn more about Chartway Rewards on the Credit Cards page.

Debit cards can be ordered in Online Banking, at a branch, or over the phone.

If you are using Online Banking, from the Main Menu:

1. Select Account Services
2. Then Manage your Card
3. From there you will follow the prompts

Please note, if you order your card in-branch, you may receive an instant issue card. If you order your new debit card over the phone, it will be shipped to the address you have on file. Fees may apply.

Login to Online Banking and from the Main Menu:

1. Select Account Services
2. Then Manage Your Card
3. From there you will select the card and follow the prompts to report your lost card

You can also call us at (800)678-8765 anytime to report your card lost or stolen.

Generally, it takes 7-10 business days for you to receive your new card. If you need it sooner, ask the Member Service Representative for alternative delivery options.

To change your debit PIN, call (888) 886-0083. Keep your card on hand and be prepared to enter your full card number.

Once you are verified as the cardholder, you will be able to select a new debit card PIN. This change will occur in real-time.

1. Login to Online Banking or the Mobile App
2. Select Account Services from the Main Menu
3. Then choose Credit Cards to be directed to Visa
4. Once you are there select Services, then Balance Consolidation

Or come see us at one of our convenient branches or call 800-678-8765.

To submit a dispute or fraud claim, submit the Cardholder Debit Dispute/Fraud Form.

Chartway offers several ways to provide proof of insurance:

• Call: (866) 926-1192
• Fax: (888) 380-3086
• Mail: Chartway FCU P.O. Box 690427, San Antonio, TX 78269-4027
• Email: ChartwayFCU@imcovered.com
• Website: www.imcovered.com/ChartwayCollateralInsurance

Note: Please do not mail payments to this address. Vehicle, boat, or recreational loan payments should be mailed to Chartway FCU 5700 Cleveland Street, Virginia Beach, VA 23462.

Interest is accrued daily for your loan, so while you may not see the extra payment going directly to your principal it is shortening the term of your loan.

You can make a principal only payment by stopping at one of our branches, or if you send a second payment the same day as your recurring payment you will see that second payment applied to principal.

We use The Co-Op® Network and CU HERE Programs

The Co-Op® Network is the nation’s largest credit union-owned, surcharge-free ATM network. The CU HERE Program is a voluntary surcharge-free ATM program within the CU24 network where participating ATM owners agree not to surcharge other CU HERE Program participants.

Click here to find ATMs locations

There are no service fees at Chartway ATM’s for the following:

• Member of Chartway
• Member of a Shared Branch Network

Members of Chartway can use Shared Branch Network ATM’s for free. Also, you can use your ATM or Debit card to receive cashback at no charge when you use it at a retail location.

Fees are only charged for cash withdrawals outside of Chartway ATM network.

Yes, you can conduct most business on your Chartway accounts at other credit unions. The Shared Branch Network Service Centers are located throughout the United States and provide limited service to credit union members.

Membersare ableto perform the following functions without a fee:

• Deposits
• Withdrawals
• Transfers
• Notary
• Loan Payments
• Check Cashing
• Cashier's Checks

Note: The service center has a limit of$10,000per day.

Membersare not ableto perform the following functions:

• Money Orders
• Gift Cards
• Do a withdrawal or cash a check if their account is in the negative - even if they have Overdraft Protection
• Use Overdraft Privilege or Overdraft Protection

Note: Service Centers are not able to access or view a member's credit card

Additional Services they may offer are:

• 24 Hour ATM
• Night Deposit Boxes
• Theme Park Tickets
• Cash Advances

Each transaction will be rounded up individually, totaled, and then transferred to the savings account of your choice.

Here's an example:

• $15.26 (Rounded up amount is $0.74)
• $24.01 (Rounded up amount is r $0.99)
• $122.14 (Rounded up amount is $0.86)

For the example above, the total round up for all amounts is $2.59, which will be transferred to the member's savings account

If you have a multiplier set up, we will multiply by the day's total and then transfer to your savings account. Using the above example, if you have a multiplier set to 3x, ($2.59 x 3) would transfer over a total of $7.77

Arbitration is the out-of-court resolution of a dispute between parties to a contract, decided by an impartial third party (the arbitrator).

Arbitration can be an efficient means to resolve legal disputes between parties. Arbitration is designed to be less costly than filing in court, likely more convenient, and the member will have the same available remedies