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TECHNOLOGY SYSTEM UPGRADE
DIGITAL BANKING/GENERAL QUESTIONS FAQs
6
How can I reorder, rename or hide accounts in digital banking?
How do I sign up for Home Banking?
What happens if I do not log into my account for a while?
I know my digital banking password, but I keep getting a Member Verification Error. What is the problem?
When I try to log into digital banking on my browser I get a blank screen or a Browser Configuration Error message. How can I log in?
View all 6
JOINT ACCOUNT
3
I'm having trouble identifying all my joint accounts. Any tips?
How do I remove myself from an account on which I am a joint owner?
How can I see who is listed as a joint owner on my account(s)?
CROSS ACCOUNT TRANSFERS
7
What is Cross Account Transfer?
How do I setup Cross Account Transfer?
Can I transfer money to another Tower member's loan account using Cross Account Transfer?
Can I reverse a Cross Account Transfer if I make a mistake?
Is there a limit to the number of Cross Account Transfers I can make each month?
View all 7
ACCOUNT MAINTENANCE
ACCOUNT INACTIVITY
7
Do automatic transactions -- like a payment to an insurance company or utility -- count as "activity"?
How can I keep my account(s) active?
How will I know if my account is inactive?
Is there a fee for inactive accounts?
What happens to my money if I don't reactivate my inactive account?
View all 7
CHANGE ACCOUNT OWNERSHIP
2
How can I add a joint owner to an existing account?
How can I remove a joint owner from my account?
CHANGE E-MAIL ADDRESS
1
How do I change my e-mail address in Home Banking?
CHANGE MAILING ADDRESS
1
How do I change my mailing address?
CHANGE NAME
2
How can I change my name on my account?
How can I change my club account name?
OPEN/CLOSE ACCOUNTS
3
How can I open a new account for my child?
How can I open a new sub-account on my account?
How can I close my account?
CONSUMER LOANS
GENERAL QUESTIONS
2
Are there any prepayment penalties?
How can I make payments to my Personal Line of Credit?
PERSONAL LINE OF CREDIT
5
How can I access my Personal Line of Credit?
How can I view disclosure information about a Personal Line of Credit?
Is there a monthly or annual fee for a Personal Line of Credit?
What is a Personal Line of Credit?
How can I apply for a Personal Line of Credit?
RATES
1
How can I find Tower's current loan rates?
VEHICLE
15
After I pay off my vehicle loan with Tower, when will the title be released?
Does Tower offer major mechanical protection or a service contract?
How long does it take to process a GAP claim?
I've made payments to the totaled vehicle loan to avoid late payments and credit reporting. Will those payments be reimbursed?
I've totaled my vehicle, do I have to keep making payments?
View all 15
LOAN PAYMENT PROTECTION AND MEMBER STATEMENTS
3
What are the two charges listed on my monthly statement as "Loan Pmt Protect Curr Prem" and Loan Pmt Prtect Prem Paid"?
Why do I have two transactions listed on my monthly statement for Loan Payment Protection coverage on my loan?
How do I know that I will only be charged once for Loan Payment Protection coverage when I see two entries on my monthly statement?
CONTACT OPTIONS
E-MAIL
7
Can I create an E-mail Manager account on Tower's Web site if I use E-mail Manager in Home Banking?
Can I delete e-mails in E-mail Manager?
How can I voice my opinions or concerns about Tower?
If I'm not a Home Banking user, can I still e-mail Tower with questions?
If my e-mail address changes, do I need to re-register for E-mail Manager?
View all 7
FAX
1
How can I fax information to Tower?
HOURS
2
What hours are the Member Service Center open?
Where can I find more information about branch hours?
LOCATIONS
1
How can I get more information about Tower's branch locations?
MAILING ADDRESS
2
What is Tower's mailing address?
What is Tower's street address?
DEBIT CARDS
ATMS
5
A surcharge notice appeared at the ATM listed on Tower's ATM locator, and I was charged a surcharge fee. Why?
Can I make a deposit at ATMs?
How can I avoid paying ATM surcharge fees?
How can I find an ATM near me?
What are 'Restricted Access' ATMs?
DISCLOSURES
1
How do I view disclosure information on Debit Cards?
EMV CHIP DEBIT CARD
4
Can chip debit cards be used at ATMs?
Do I need to request a new chip debit card?
I have a joint owner on my account. Will the joint owner's debit card number be the same as mine?
Will my debit card number and PIN change?
FEES
1
How can I get more information on Debit card fees?
GENERAL QUESTIONS
5
Am I liable for unauthorized transactions on my debit card?
Can I access my Request Checking account at all ATM locations?
Can my Debit card access my savings and checking accounts at all ATM locations overseas?
If my debit card expires this month, when will I receive my new card?
Why is my checking account balance and available balance different when I use my debit card?
LOST/STOLEN CARDS
1
What should I do if my Tower Debit card is lost or stolen when Tower is not open?
MASTERCARD AUTOMATIC BILLING UPDATER
1
What is Mastercard® Automatic Billing Updater and how does it work?
ONLINE TRANSACTIONS
2
Who can assist me if my online transaction does not go through?
Why didn’t my online transaction prompt me to enter my Mastercard® Secure Code?
PENDING TRANSACTIONS
5
If I placed a stop payment on an electronic (ACH) withdrawal, why do I still see it as pending in my Home Banking Account History?
If I see a pending transaction in my Home Banking Account History, why don’t I see the transaction amount included in my account balance?
When will the pending transactions post to my account?
Why do I see a pending transaction when I book a hotel with my debit card, even though I have not completed my stay or checked out of the hotel?
Why do I see the same pending deposit listed in both my checking and loan accounts when it should really only be in one of those accounts?
PERSONAL IDENTIFICATION NUMBER (PIN)
2
Can I change my PIN for my debit card?
Can I change my PIN for my debit card?
REPLACEMENT CARD
2
Do I need to order a new Debit card when my name changes?
When I turn 18 years old, do I need to reapply for a new Debit card? If so, why?
SIGN UP
1
How do I sign up for a Debit Card?
TRAVEL NOTIFICATIONS
1
Debit Card Travel Notifications
FINANCIAL COUNSELING
GENERAL QUESTIONS
2
Does Tower have a service that helps manage difficulties with debt?
Does Tower offer assistance in creating budgets?
FUNDS TRANSFER
DISCLOSURES
1
How do I view disclosure information on Funds Transfer?
EXTERNAL ACCOUNTS VERIFICATION
11
How do I verify an account before making a transfer?
Why don't all of the accounts I've added appear on my Transfer Funds page?
How can I get my external accounts verified using the trial deposit verification method?
Why do I have to verify my external accounts?
What if the trial deposit(s) made to my account fails?
View all 11
SECURITY AND SYSTEM REQUIREMENTS
2
What is required to use Funds Transfer?
How secure are my Funds Transfer and personal information?
Using Funds Transfer
25
Can I set up a funds transfer now to be executed at a future date?
Can I set up regularly recurring funds transfers?
Can I transfer funds into someone else's account?
Can I transfer money internationally using Funds Transfer?
Can I use this service to transfer money between my accounts at Tower?
View all 25
EXTERNAL ACCOUNTS ELIGIBILITY
3
Which accounts are eligible for Funds Transfer service?
Which accounts are not eligible for the Funds Transfer service?
Can I transfer funds to or from any financial institution or brokerage house?
FEES AND LIMITS
4
How much does the Funds Transfer service cost?
How much money can I transfer per transaction and per 30-day rolling period?
Is there a minimum transfer amount for each transaction?
What are the qualification rules for high limit inbound transfers?
SIGN UP
6
What is Funds Transfer?
How do I sign up for Funds Transfer?
How do I add/change/delete investment accounts in my Accounts Portfolio?
How do I find my account number and/or ABA Routing Number?
What if my brokerage doesn't appear on the "Available Brokerages" list?
View all 6
FRAUD PREVENTION AND AWARENESS
PHISHING, VISHING, FRAUD SCHEMES
13
Does Tower send out marketing e-mails?
How can an e-mail be fake when it says it’s from Tower, addresses me by name or has my correct e-mail address or phone number?
How do criminals doing the phishing know that I have an account with Tower?
How do other people get my e-mail address or telephone number?
I am not a member of Tower, but I received an e-mail (or phone call) about my Tower account. How does this happen?
View all 13
DIGITAL BANKING
CHECK ORDERS
9
How can I order checks in Home Banking?
How can I pay for my check order?
How do I check the status of my check order?
How long will it take for me to receive my check order?
If I have direct deposit and my checks are FREE, will I be charged anything for ordering my checks online?
View all 9
CROSS ACCOUNT TRANSFERS
7
What is Cross Account Transfer?
How do I setup Cross Account Transfer?
Can I transfer money to another Tower member's loan account using Cross Account Transfer?
Can I reverse a Cross Account Transfer if I make a mistake?
Is there a limit to the number of Cross Account Transfers I can make each month?
View all 7
DISCLOSURES
1
How can I view disclosure information in reference to Home Banking?
DIGITAL BANKING ACCOUNT NOTIFICATIONS
3
What types of Digital Banking Account Notifications can I setup?
How do I setup a Digital Banking Account Notification?
Can I send e-mail and text alerts to a different e-mail address or phone number than the one on file with Tower?
GENERAL QUESTIONS
6
How do I sign up for Home Banking?
What happens if I do not log into my account for a while?
I know my digital banking password, but I keep getting a Member Verification Error. What is the problem?
When I try to log into digital banking on my browser I get a blank screen or a Browser Configuration Error message. How can I log in?
How do I change my e-mail address in digital banking?
View all 6
FORGOTTEN PASSWORD
7
How do I reset my password if I forget it once I register for the forgotten password feature?
If I have opted out of receiving promotional or marketing e-mails, will I still be able to use the Forgotten Password feature?
If I have removed my email address from the mailing list, will I still be able to use the Forgotten Password feature?
If I opt-out of the forgotten password feature when I am prompted the first time, can I register for it at a later time?
Is an email address required to setup the forgotten password feature?
View all 7
MULTI-FACTOR AUTHENTICATION
17
Are all Home Banking users required to use Multi-Factor Authentication?
Can I enable/disable text for my phone number?
Can I login to Home Banking from multiple computers and browsers?
Can I still login to Home Banking from anywhere?
How do I change my phone numbers after my initial log in?
View all 17
AUTHENTICATOR APP
11
What is an authenticator app?
How do I pair my Tower Account to an Authenticator App?
Will my enrollment QR code always be the same?
Can I use an authenticator app of my choice?
Can I use multiple authenticator apps?
View all 11
PIN/PASSWORD
3
How do I change my password for digital banking if I forget it or think it has been compromised?
How many characters does my password need to be?
I do not remember my Home Banking password. What do I do?
SCHEDULED AND RECURRING TRANSFERS
14
Can I edit a Scheduled Transfer that is already set up?
Can I link the scheduled transfers to my direct deposit?
Can I schedule transfers to my loan accounts?
How do I delete a scheduled transfer once it is set up?
If I have overdraft sources setup on my account, will they work with scheduled transfers?
View all 14
SECURITY AND SYSTEM REQUIREMENTS
1
What company provides Tower's Home Banking services?
SHARED ACCESS
25
Can a Shared Access sub-user use the Forgot Your Password link on towerfcu.org?
Can a member remove a sub-user's access? How?
Can a member require that all Bill Payments made by the sub-user have approval by the member?
Can a member reset a sub-user's password?
Can a sub-user call Tower to reset their password?
View all 25
STOP PAYMENTS
3
What is the fee for placing a stop payment in Home Banking?
Can I check the status of my stop payment order in Home Banking?
How do I place a stop payment using Home Banking or Tower’s Mobile App?
TEXT BANKING
0
ACTIVATION
4
Can I come back later to enter my activation code?
What should I do if I still have not received my activation code?
Where do I find my activation code?
Why do I need to verify my phone with an activation code?
DEACTIVATION
3
How do I deactivate the Text Banking service?
I have a new mobile phone number. How can I change or add my new mobile number?
What happens if I lose my mobile device?
SECURITY
2
Do I have to worry about fake text messages trying to get my account information?
Is Tower’s Text Banking service safe to use?
USING TEXT BANKING
10
Are keywords case sensitive?
Are there any shortcuts for the keywords?
Can I change my primary account selection later?
Can I text message to get the balances of all of my Tower accounts
How do I know if my mobile plan supports text messaging?
View all 10
USING QUICKEN AND MS MONEY
5
How do I export my Mastercard® account information?
How do I export my account information into Quicken (version 2004 and earlier)
How do I export my account information into Quicken (version 2005 and later)?
How do I export my account information to MS Money?
How do I update my Tower accounts within Quicken to be compatible with Direct Connect downloads?
TRANSFER & PAY
3
What is Help Me Send Money?
What will be available in the New Transfer & Pay feature?
Why do I get a message that says "This feature requires third party cookies to be enabled” when trying to access Help Me Send Money on my Apple device?
CARD CONTROLS AND ALERTS FAQs
15
How do members enroll in Card Controls?
Can I manage more than one Card with Card Controls?
If I turn my card OFF, am I closing my account?
If I turn my card OFF, are recurring transactions blocked?
How do I update my phone number and email in Card Controls?
View all 15
GENERAL INFORMATION
ABA/ROUTING NUMBER
1
What is Tower's routing number?
ELECTRONIC SIGNATURES
7
Are electronic signatures legal?
Does Tower still offer printed loan documents to sign?
How is my electronic signature created?
What are electronic signatures?
What device can I use to electronically sign my documents online?
View all 7
OTHER
3
What is Tower’s Funds Availability Policy?
What type of services do Tower branches offer?
Where can I find a deposit voucher/form?
TAX REPORTING FORMS
8
Can I access tax forms online?
When will I receive a 1098 Mortgage Interest tax form from Tower?
When will I receive a 1098-E Educational Interest tax form from Tower?
When will I receive a 1099-C tax form from Tower?
When will I receive a 1099R Distributions from IRAs tax form from Tower?
View all 8
WIRE TRANSFERS
4
How much does a wire transfer cost?
When will my wire transfer be sent?
How can I send a wire transfer from Tower?
What information is needed to request a wire transfer sent from Tower?
DEPOSIT ACCOUNTS
CHECKING
2
When I run out of checks, does Tower have counter checks available?
How to I obtain a Copy of a cleared check?
NCUA SHARE INSURANCE
9
How are my accounts insured?
How do I maximize my coverage?
Is Tower a safe place to deposit my savings?
Is the maximum insurance limit for all of my accounts $250,000?
What happens if a credit union fails?
View all 9
SAVINGS/CLUBS
1
Why don't I always receive a monthly statement if I have only a savings account with Tower?
SHARE CERTIFICATES AND IRAS
4
Can a minor open an IRA?
How often do Share Certificate rates change?
Where can I get Share Certificate or Individual Retirement Account (IRA) rates?
Will I incur a penalty for making a withdrawal from a Share Certificate before it matures?
MEMBERSHIP
BECOMING A MEMBER
3
What is the advantage of being a Tower member?
How do I become a member of Tower?
How can I open an account at Tower?
ELECTRONIC SIGNATURES
7
Are electronic signatures legal?
Does Tower still offer printed loan documents to sign?
How is my electronic signature created?
What are electronic signatures?
What device can I use to electronically sign my documents online?
View all 7
ELIGIBILITY
1
How do I know if I am eligible for Tower ?
ONLINE ACCOUNT OPENING
12
Can I open a trust account online?
Can I open an account online for a child under the age of 18?
Can I transfer funds from other financial institutions to a new Tower account?
How can I fund my new accounts when I apply online?
How can I qualify for membership with Tower?
View all 12
MONEY MANAGEMENT
GENERAL QUESTIONS
27
Can I add an account in Money Management that isn't supported for automatic download?
Can I recover transactions or other data from an account I have deleted?
How do I account for interest paid on a loan?
How do I add a transaction?
How do I add an account?
View all 27
MOBILE APP
BIOMETRIC LOGIN
11
What is Biometric login?
What are Fingerprint ID, Touch ID™ and/or Face ID?
How do I enable Biometric login?
How do I disable Biometric login for Tower’s Mobile App?
I enabled Biometric login for Tower’s App, but it is asking me for my password. Why?
View all 11
GENERAL QUESTIONS
9
How can I tell what version of the Android operating system I have on my phone?
How do I add the Balance Widget for my iOS Device?
How does the Mobile Banking App work?
What is Tower's Mobile Banking App?
Where is the "Logout" option for the iOS app?
View all 9
MOBILE DEPOSIT
0
SECURITY
4
Is it safe to use Tower's Mobile Deposit?
Is the picture of my check taken with Mobile Deposit saved on my mobile device?
Do you mask phone numbers?
Is it safe to use Tower's Mobile Banking App?
USING MOBILE DEPOSIT
18
Can I deposit a check drawn on a financial institution located outside of the United States?
Can I deposit a check through Mobile Deposit that was issued in a currency other than U.S. Dollars?
Can I deposit a third party check?
Do I need a password to use Mobile Deposit?
Do I need to endorse the checks I deposit using Mobile Deposit?
View all 18
USING MOBILE BANKING APP
8
Can I change the Mobile Banking App session timeout?
Do I need a password to use the Mobile Banking App?
How do I log out?
How many transactions can I see on my phone at a time?
I have disconnected my mobile device. Will my service continue to work?
View all 8
TRANSFER & PAY
3
What is Help Me Send Money?
What will be available in the New Transfer & Pay feature?
Why do I get a message that says "This feature requires third party cookies to be enabled” when trying to access Help Me Send Money on my Apple device?
REAL ESTATE LENDING
HOME EQUITY
11
Are there any prepayment penalties associated with a home equity loan?
Do I pay closing costs on a home equity loan?
How do I apply for a home equity loan?
How do I contact Tower regarding servicing of my home equity loan?
How do I settle on my home equity loan?
View all 11
HOME EQUITY LINE OF CREDIT
15
Are there any prepayment penalties associated with a home equity line of credit?
Do I pay closing costs on a home equity line of credit?
How do I apply for a home equity line of credit?
How do I contact Tower regarding servicing of my home equity line of credit?
How do I make a payment?
View all 15
MORTGAGE ASSISTANCE
1
Who should I call if I'm having trouble paying my Tower mortgage loan or if I need information about foreclosure prevention?
PURCHASE
9
Are there any prepayment penalties?
How can I make my mortgage payments?
Is there a real estate loan that would enable me to buy a new house before I have sold my existing property?
Should I pay points to get a lower rate?
Loan discount points are prepaid interest assessed at closing by the lender. Each point is equal to 1 percent of the loan amount (for example, one point on a $100,000 loan would cost $1,000). Usually the more points you pay, the lower the i
View all 9
REFINANCE
2
How much money will I need at closing?
Why should I refinance?
TOWER CAR BUYING SERVICE
GENERAL QUESTIONS
7
Can I search for both new and used cars?
What if the dealer doesn't have the exact vehicle that I want?
What other research can I do on the Tower Car Buying Service Web site?
What is the Tower Car Buying Service?
Why use the Tower Car Buying Service?
View all 7
VEHICLE PRICING
4
Does the price include all fees?
How can I get my vehicle purchase price before visting the dealer?
How long is the upfront price offer valid?
Will a TRUECar® dealer honor the upfront program price?
WEB PAYMENT CENTER
GENERAL QUESTIONS
20
Where is the Web Payment Center located?
Can I add multiple 'pay from' accounts?
Can I use a credit or debit card to make a Web Payment Center payment online?
How does the Forgot your Password feature work?
How does the Web Payment Center Guest Pay work?
View all 20
Digital Wallets
APPLE PAY
23
Am I able to opt out of Apple Pay?
Are my payments safe with Apple Pay?
Do I need to have an active internet connection to pay using Apple Pay?
How are my privacy and personal information protected?
How do I add my Tower credit or debit card to Apple Pay?
View all 23
GOOGLE PAY
23
Am I able to opt-out of Google Pay?
Are my payments safe with Google Pay?
Do I need to have an active internet connection to pay using Google?
How are my privacy and personal information protected?
How do I add my Tower credit or debit card to Google Pay on my supported Smartwatch?
View all 23
SAMSUNG PAY
24
Am I able to opt out of Samsung Pay?
Are my payments safe with Samsung Pay?
Do I need to have an active internet connection to pay using Samsung Pay?
How are my privacy and personal information protected?
How can I add my Tower credit or debit card to Samsung Pay?
View all 24
ESTATEMENTS
DISCLOSURES
1
How do I view disclosure information on eStatements?
GENERAL QUESTIONS
7
Can I download my eStatement information into Quicken or MS Money?
Can I have my eStatement e-mail notification sent to two different e-mail addresses?
How do I cancel eStatements or switch back to paper statements?
How much does it cost to receive eStatements?
What are eStatements?
View all 7
SECURITY AND SYSTEM REQUIREMENTS
2
Do I need any special software to view my eStatement?
Is my eStatement information safe for viewing over the Internet?
SIGN UP
5
Can I enroll for eStatements by calling the Member Service Center or by visiting a Tower branch?
Do I need an e-mail address to sign up for eStatements?
Do I need to have Home Banking to view my eStatement?
How do I sign up for eStatements? And if I am a registered Home Banking user, am I automatically signed up to receive eStatements?
When is the deadline to sign up to receive my current month's statement online?
VIEW AND PRINT
4
Can I print my own paper copy of the eStatement?
How can I view eStatements from previous months? How long will each eStatement remain available in Home Banking?
How will I know when my eStatement is ready for viewing? When, during the month, will my eStatement be available online for viewing?
What if I accidentally delete my e-mail notification that my eStatement is ready? Can I still view it?
MASTERCARD CREDIT CARDS
ACCOUNT INFORMATION
5
How can I access my Tower Mastercard account information between my monthly statements?
How much Mastercard transaction history is available online?
If my Mastercard expires this month, when will I receive my new card?
Is my Gold Card 1% purchase rebate reflected in my current balance?
How can I increase the credit limit on my Mastercard?
BALANCE TRANSFER
1
How can I transfer balances from my other credit cards to my Tower Mastercard?
LOST/STOLEN CARDS
1
How do I report a lost or stolen Tower credit card?
ONLINE TRANSACTIONS
2
Who can assist me if my online transaction does not go through?
Why didn’t my online transaction prompt me to enter my Mastercard® Secure Code?
APPLY
1
How can I apply for a Tower Mastercard?
DISPUTED CHARGES
1
How do I dispute a charge on my Tower credit card?
MASTERCARD AUTOMATIC BILLING UPDATER
1
What is Mastercard® Automatic Billing Updater and how does it work?
RATE
1
What are the rates on Tower's Mastercard credit cards?
TRAVEL NOTIFICATIONS
1
Credit Card Travel Notifications
BILL PAYMENT
TOP QUESTIONS
9
How do I enroll for Bill Payment?
Which accounts can I use to Pay Bills?
Whom can I pay using Bill Payment?
Is there a charge to use Bill Payment?
How do I add, change or delete a payee?
View all 9
PAYMENTS
5
How does Bill Payment work?
How far in advance can I schedule payments?
How do I cancel or modify a scheduled payment?
What are Automatic Payments?
How do I setup or delete an automatic payment in Bill Payment?
eBILLS
9
What is an eBill?
Will I still receive a paper copy of the bill through U.S. mail?
How can I stop/resume receiving eBills from a payee?
What happens if I delete a payee who sends me eBills?
My eBill is late. What should I do?
View all 9
Tori—Virtual Assistant
General Questions
7
Who is Tori?
How do I get started with Tori?
What can Tori do?
Why did Tower choose to offer a virtual assistant?
Can Tori connect me to a live Tower team member?
View all 7