FAQs

Am I eligible for membership?

If your employer offers our Credit Union as a benefit, or if you are currently a member of another credit union, you're eligible. If you are unsure whether your employer offers E-Central, check with your Human Resources Department or call us at 626.799.6000.

How can I become a member?

You can get a Membership Application by filling out our Request Form or by calling Member Services at 626.799.6000 to request one by mail.

Who do I make my initial check out to?

Please make your check out to "E-Central Credit Union."

Are there any regular fees or dues for membership?

No.

Can my family members/relatives/friends join?

Yes, as long as you are currently a member, your family and relatives are eligible. When completing our Membership application, they'll need your signature in the "Qualification for Membership" section. Once they've joined, they'll have all the benefits of membership at E-Central. Only those related to you are eligible.

How do I add/remove a joint owner?

If you are applying for membership, they need to add their information and signature to the back of your application, and you're set. If you are already a member, please contact us or fill out our Request Form to receive a Membership application. There are two ways to remove a joint owner: If possible, they can sign our Waiver of Joint Ownership, after which you ​will fill out a new Membership Application. If it is not possible to get their signature, we can close the account completely and open a new one in your name. Please call 626.799.6000 for more info.

How can I sign up for other accounts or services?

Access our Forms & Applications to apply for any account or service, or call us at 626.799.6000 and we'll mail the appropriate form(s) to you.

If I switch jobs in the future, am I still a member?

Yes. As long as your account remains in good standing (as with regular membership), you can be a member of E-Central for life.

When and how will I get statements for my accounts?

If you have a Savings account only, statements are mailed each quarter (three months) to your primary address. If you have a Checking or Money Market account, statements are mailed monthly. You can also request a statement anytime for a charge of $3 by mail by calling 626.799.6000.

How can I change the address, email or phone number on my account?

If you have access to E-Banking, you can update your contact information under "settings". For your security, we request that address, email, or phone number changes be made in writing. Please write us a letter with your account number, name, change of address, and your signature. You can send it by mail or upload your request to our secure file transfer option under Contact Us.

What is my PIN and what does it do?

Your PIN gives you free access to our Teller-Phone Audio Response service. If you've signed up for E-Central membership, you will receive a notice in the mail with your new PIN within seven business days. If you haven't received it or don't remember it, call us at 626.799.6000.

How can I end my membership with E-Central?

If you wish to cancel your membership, please write us a letter with your account number, name, request to close, and your signature. Please include a copy of your driver's license. You can send it by mail or fax. Once we receive it, we'll send you the remaining balance in all your accounts in a closing check to your primary address. Please note that if you have any outstanding Visa or Personal Loan balances, your Membership Savings cannot be closed until they are paid off.

How can I access my accounts?

There are a variety of ways to access your funds. Any of our electronic services, including E-Banking, Mobile Banking, Teller-Phone, or an ATM or Debit card will give you access day or night from virtually anywhere. You can also send us a signed request for many transactions, or call our Member Services Dept. during business hours to access your accounts, or by stopping by our offices.

How can I transfer money between my  E-Central accounts?

You can make transfers in real-time using our free E-Banking service, or by calling Teller-Phone. Transfers can also be made by calling our Member Services Dept., or by sending a signed request to our offices. As always, you can also visit one of our offices during business hours.

What does "available" balance mean?

This is the amount of your funds that exceeds the minimum balance of the account. For example, if your total balance in Savings is $100, and the minimum balance required is $25, your "available" balance is $75.

What does it mean if my account is "inactive"?

If there is no activity (deposits or other transactions) in your account for more than one year and the balance is less than $500, your account becomes "dormant." Please see our Fees for more info. To reactivate a dormant account, all that is required is a small deposit of $5 or more with a signed request to reactivate your account.

How can I sign up for a Share or IRA Certificate?

If you are already a member, you can call our Member Services Dept. and we'll set up a Certificate with the amount and term you request by making a transfer from one of your accounts. If you are going to be making a deposit to start a Certificate, just send us a signed request along with your deposit. View our current rates and terms.

What happens when a Certificate matures?

You will be notified by mail that your Certificate is going to mature (end). You will have seven days, starting from the maturity date, in which you can transfer the money to a Savings or Checking account, let it roll over into a new Certificate with the same term, or change the term or amount. If you do not reply either by mail or phone during this period, we will simply let it roll over for the same term and amount.

How can I withdraw from a Certificate before the maturity date?

There will be a penalty for withdrawing all or a portion of a Certificate before maturity, and the amount depends on several factors. Please contact our Member Services Dept. to calculate the penalty amount.

How can I close an account?

Send a signed request, either by mail or fax, to our Member Services Dept. Be sure to include your name, account number, request to close a particular account, and your signature. Please include a copy of your driver's license. The remaining balance can be transferred to one of your other E-Central accounts or mailed as a check to you. Please note this will not end your membership with E-Central; this is only for closing an account other than your Membership Savings.

How can I make loan payments?

You can set up your loan to make automatic payments each due date. This means that on the due date (or the next business day for weekends and holidays) our system will automatically transfer the payment amount from the account you specify.

What happens if a loan payment is late?

You may be accessed a late fee if your payment is past its due date. For specific terms and conditions associated with your loan, please refer to your truth-in-lending note disclosure.

How do I sign up for an ATM or Debit Card?

You can download and print the application from our database or contact us and we will mail or fax you the application.

Are there any regular fees?

No, there are no monthly fees for our ATM or Debit cards. Any one-time charges you may encounter are listed in our Fees chart.

Is there a daily limit for ATM withdrawals?

There is a daily withdrawal limit of $500.

What ATMs can I use?

You can access ATMs in the CO-OP, Accel, Cirrus, Explore, or Maestro networks. If you use an ATM in the CO-OP Network, there are no surcharges.

Can I use my Debit Card at an ATM?

Yes, you can access any ATM exactly the same way that you would use an ATM card - with your PIN.

How do I use my Debit Card as a Visa?

You can use your Debit Card for purchases by pushing "credit" on a merchant's card machine; your PIN is not required. The amount will be automatically debited from you Checking account. You will have to sign the receipt, as with all credit card purchases.

What is my ATM PIN?

When you receive your ATM or Debit Card, you need to call 800.992.3808 to activate it and choose your PIN at this time.  Through the automated phone service, you can change your PIN at anytime. E-Central employees do not have access to your PIN.

What if I forget my ATM PIN?

Please call 800.992.3808 to change your PIN.

How can I get a replacement ATM or Debit Card?

If you need a replacement card, call us at 626.799.6000. If you've had three replacements, there will be a $25 charge for a new card. If your card has been lost, please send a signed letter requesting a new card or call 626.799.6000 for more info.

What can I access through Teller-Phone?

Teller-Phone provides access to Membership, Personal, and Holiday Club Savings accounts, Money Market accounts, Classic or Premium Checking, and Lines of Credit. You can also get Certificate info, dividends and more.

What is my Teller-Phone PIN?

Your PIN provides access to Teller-Phone. It was provided to you when you first joined the Credit Union.

When can I access Teller-Phone?

Teller-Phone is available 24 hours a day, 365 days a year. All transactions are made in real-time, so all transfers and other transactions are immediate.

If I make a transaction over the weekend, when does it take effect?

All transfers and other internal transactions are made in real-time, so they take effect immediately. However, if you make a withdrawal through Teller-Phone, your check will be mailed in the morning of the next business day.

Are there limits on the number of transfers I can make?

There are no limits on transfers from E-Central Checking accounts or Lines of Credit.

What is E-Banking?

E-Banking is a convenient and secure way to access your account online 24 hours a day, 7 days a week. Here's what you can do:

• View balances for accounts, loans, certificates, and more
• View your account history (up to one year)
• Transfer funds between accounts in real-time
• Make loan payments in real-time
• Request withdrawals from Savings, Checking, or a Line of Credit

What do I need to begin using E-Banking?

• Any computer with online access
• A browser capable of 128-bit encryption
• Your E-Central account number, PIN and password

How much does this service cost?

It is FREE. There is no cost for any of the basic E-Banking features. We offer our Bill Payments system for free, as well.

Do I need any special software?

No, just the software that comes with your computer for accessing the Internet, including an appropriate browser.

Which accounts can I access?

You can access all of your E-Central accounts.

Can joint owners use E-Banking?

Yes, joint owners can access the account in the same way that you do.

Is there a time limit to my E-Banking connection?

No, your session can last as long as you need.

Are there limits on how many times a day I can log in?

There are no limits on how often you can use the service.

Can I pay bills?

Yes, using Enhanced Bill Pay.

If I make a transfer, how soon does it take effect?

Transactions are reflected on your account immediately.

Are there limits on the number of transfers I can make?

There are no limits on transfers from E-Central Checking accounts or Lines of Credit.

Why can't I log in successfully?

You may be locked out. As a security feature, if you unsuccessfully attempt to log in three times, online access will be denied. This is a security measure designed to prevent others from trying to guess your password. If you are having difficulty logging in, please call Member Services during business hours at 626.799.6000.

What do I do if I forget my password?

Select the "forgot password" on our website. You can also call 626.799.6000 during business hours so that we can reset your password.

What if my account information is incorrect/incomplete on E-Banking?

Please report the problem by calling 626.799.6000 during business hours.

What are your business hours?

If you need to speak with a E-Central representative regarding E-Banking, someone will be available to help you Monday through Friday, 8:00 a.m. to 5:30  p.m.

Can I use E-Banking with Quicken or Microsoft Money?

Yes, you can import your account history as a .QIF (Quicken Interchange Format) file, and import that file into Quicken or Money.

How can I export my account history to Quicken or Money?

When you are in the Account History screen, click on the link for Money/Quicken. Choose the range of dates for the transactions you wish to export. E-Banking will save the file to your computer in .QIF format. You can then import that file into E-Banking.

How can I access my accounts?

There are a variety of ways to access your funds. Any of our electronic services, including E-Banking, Teller-Phone, or an ATM or Debit card will give you access day or night from virtually anywhere. You can also send us a signed request for many transactions, call our Member Services Dept. during business hours to access your accounts, visit a Shared Branch, or visit our office.

How can I make withdrawals?

You can make withdrawals through our electronic services, like E-Banking, Teller-Phone, or an ATM or Debit card. You can also send us a signed request or withdrawal slip, visit a Shared Branch, or visit one of our offices.

How can I make deposits?

You can make deposits through many CO-OP ATMs across the country. Please refer to the "ATM Locations" booklet that came with your card to see which ATMs take deposits. You can also send a signed letter or deposit slip along with a check, at a Shared Branch, or visit one of our offices.

How can I transfer money between my E-Central accounts?

You can make transfers in real-time using our free E-Banking service or by calling Teller-Phone. Transfers can also be made by calling our Member Services Dept. or by sending a signed request to our offices. As always, you can also visit one of our offices during business hours.

How can I transfer money to another institution?

We can set up a wire transfer any time before 1:00 p.m. each day to any institution you choose. You'll need to have signed our Wire Transfer Agreement, which we can either fax or mail to you. Also, we'll need the following information:

• The name and routing number of the receiving institution
• The name, account number and address of the receiving party

How can I transfer money from another institution?

You'll need to set up a wire transfer from the other institution to E-Central with the following information:

Wire to:

E-Central Credit Union
Pasadena, CA 91105
ABA #322-079-227
S25 Account

Final Credit to:

Ref: (Member name) and (Account number)

Your E-Central account number goes in the Ref: area. If you have any additional questions, please contact us.

How can I sign up for Payroll Deduction from my paycheck?

Either download and print the form or call our Member Services Dept. and we can fax or mail it to you. Please submit the Authorization section to your employer's Payroll Department and the Distribution section to one of our office locations.

Can I choose how to distribute my Payroll Deduction?

Yes, you can split up your Payroll Deduction between a Membership, Personal, or Holiday Club Savings, Money Market, Checking account, or IRA. Please submit the Authorization section to your employer's Payroll Department and the Distribution section to one of our office locations. If you don't choose to distribute your Payroll Deduction, the full amount will be deposited to your Membership Savings.

How can I add/remove a Joint Owner on my account?

If you are applying for membership, the joint owner will need to be present and add their information and signature. If you are already a member, please contact us or fill out our Membership application. There are two ways to remove a joint owner: If possible, they can sign our Waiver of Joint Ownership, after which you will fill out a new Membership Application. If it is not possible to get their signature, we can close the account completely and open a new one in your name. Please call 626.799.6000 for more info.

How can I sign up for other accounts once I am a member?

Visit our Forms & Applications to download the application for any account or service, or call us at 626.799.6000 and we'll mail it to you.

How can I get a copy of a deposited/cleared check?

Call our Member Services Dept. and we'll request copies of any checks you need, front and back. We can fax the copies to you but for the highest clarity (instead of faxing a copy) we'll mail them to the address you specify. You get two free check copies per month; please see our Fees for additional copies.

How can I reactivate a dormant account?

Just send a small deposit of $5 or more along with a signed request to reactivate your account to one of our office locations.

How can I close an account?

Send a signed request, either by mail or fax, to our Member Services Dept. Be sure to include your name, account number, request to close a particular account, and your signature. Please include a copy of your driver's license, as well. The remaining balance can be transferred to one of your other E-Central accounts, or mailed as a check to you. Please note this will not end your membership with E-Central; this is only for closing an account other than your Membership Savings.

How can I end my membership with E-Central?

If you wish to cancel your membership, please write us a letter with your account number, name, request to close, and your signature. Please include a copy of your driver's license. You can send it by mail or fax to one of our office locations. Once we receive it, we'll send you the remaining balance in all your accounts in a closing check to your primary address. Please note that if you have any outstanding Visa or Loan balances, your Membership Savings cannot be closed until they are paid off.