Loans Frequently Asked Questions

Your questions, answered

We’ve collected some of the most frequently asked questions about our loan products and services, and grouped them by topic to make it easier for you to access the information you need to make informed financial decisions.


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  • What is an authorized user?

    Simply put, an authorized user is someone who is granted access to another person’s credit card. An authorized user receives full access to the account’s credit card line, but is not legally responsible for paying the balance or associated fees of the account. Only the primary account holder receives the statement, regardless of who made the charges with the card.

    An authorized user is different from a joint account user, who is also allowed to make charges on the account but is also liable for any debt related to the card. It is common for parents and couples to add an authorized user to their credit card, giving these individuals the ability to make purchases without assuming payment liability.

    *It is your credit score, credit history and money. You must fully trust the persons you add as authorized users.*

    An authorized user does not need to qualify for a loan or credit card, nor will their credit be pulled prior to being added as an authorized user.

    For more information about authorized users, click here.

  • What are the requirements to add an authorized user?

    The following requirements must be met for consideration as an authorized user:

    • Potential authorized users must have their own primary savings account and be in good standing.
    • Must be 15 years or older
    • Must have a valid SSN or TIN
  • Why would I want to add an authorized user to my RBFCU credit card?

    Primary account holders may want to help someone they trust build their credit history. This unique type of relationship has pros and cons. Having an authorized user has important implications for both parties’ credit standing. If the authorized user has no previous credit history, his or her first credit score should generate within the first six months. This score could range from poor to excellent, depending on how the account is managed.

    For couples that share expenses, it may be easier for each person to have a credit card with their name on it, rather than passing a single card back and forth to make purchases. It may also be convenient to provide a card to a child (minimum age 15) or relative that lives far away for emergency purposes.

  • How many authorized users can I add to my credit card?

    There can be a total of four (4) cardholders on each Mastercard account.

  • Can I request additional cards for authorized users?

    Yes. When an authorized user is added, you will be able to specify if you would like each user to have a card.

  • Can an authorized user earn rewards?

    Yes. If the primary card holder has a reward card, the purchases made by the authorized user will earn the same rewards.

  • What can an authorized user do on my credit card?
    • Make purchases, cash advances and balance transfers
    • Report lost or stolen cards
    • Initiate billing disputes
    • Make payments
    • Inquire about fees
    • Remove themselves as an authorized user from the account
  • What can't an authorized user do on my credit card?
    • Close the account
    • Add another authorized user
    • Change the address or make changes on the credit card
    • Request increases
    • Request a lower Annual Percentage Rate (APR)
    • Remove the primary cardholder from the account
  • How do I add an authorized user to my Mastercard?

    Please call our Member Service Center at 1-800-580-3300 in order to provide the necessary information to qualify an authorized user. All non-business Mastercard account authorized users must be members of the credit union.

  • What information do I need to add an authorized user to my credit card?
    • The last 4 of the SSN or TIN of the primary card holder
    • Current RBFCU credit card #
    • Full name of the member to be added as an authorized user
    • Valid SSN or TIN of the potential authorized user
    • Date of Birth for the potential authorized user

    *RBFCU Payment Services will review the information provided and determine if the request is approved. In some cases, we may require additional information prior to making the final decision. You can check the status of your request anytime by calling 1-800-580-3300 ext. 74571. Generally, a decision will be made within 24 hours of a request. If no additional information is required, the authorized user will receive a card within 7 days.*

    *As an extra layer of security, a Personal Identification Number (PIN) will be mailed separately. The PIN is not required to activate the card. The PIN may be required to complete a transaction at merchants who are EMV compliant.*

  • Can I remove an authorized user from my credit card?

    Yes. Removing an authorized user’s account access is easy. Simply call Payment Services at 1-800-580-3300 ext. 74571 and ask the representative to remove the person’s name from the credit card. This will revoke the removed authorized user’s access and block all cards. Since the credit card holders share the same card number all cards associated with the account will be blocked to prevent unauthorized usage. The primary account holder and active authorized users will receive new cards with a new card number.



  • How different is a chip card?

    A chip card looks and performs very similarly to a traditional credit card. The main difference is the small metallic computer chip, or microprocessor, on the front of the card. The chip card is designed to be used with a chip-enabled terminal at the point of sale (POS). Depending on how the merchant’s processor is set up, you may be asked to enter a PIN for transactions you would traditionally sign for.

  • How do I activate my credit card chip card?
    • For security purposes, you will be required to call the automated voice response system at 1-866-839-3492 from your home telephone number.
    • The PIN for your credit card will be mailed separately. You can change this to a PIN of your choice at an RBFCU ATM, with the exception of ATMs located at Murphy gas stations. Important: You must know your current credit card PIN to be able to change it at the ATM. You can also change your PIN by calling the automated system at 1-866-297-3413. You must know your current credit card PIN and ZIP code. Please contact RBFCU at 1-800-580-3300 if you did not receive your PIN.
  • How do I use a chip card at chip-enabled terminals?

    To use a chip-enabled terminal, the cardholder will insert their card into the bottom of the terminal and follow the prompts on the screen. The terminal will read the information contained in the chip, making sure the card is valid and authenticating it more securely.

  • What are the advantages of chip card technology?

    Chip card technology provides stronger protection against fraudsters, in particular against “skimming,” a technique criminals use to copy data from a card's magnetic strip and create a counterfeit card. When a retailer uses a chip-enabled terminal, the chip technology, along with your PIN, encrypts the card data, which helps prevent your card information from being compromised.

    The chip provides additional security when the card and the merchant are EMV compliant.

  • What do I need to do to get a new chip card?

    All cards on your account will automatically be converted to the new RBFCU chip card at no cost and sent to you in the mail once your card is up for renewal. There will be no change to your interest rate for credit cards, or any other benefits on your account. To ensure delivery, please be sure RBFCU has your most recent address on file.

    To request a chip card before your card’s renewal date, you may contact our Member Service Center at 1-800-580-3300.

  • When will I receive a chip card?

    Credit cards: RBFCU began issuing chip credit cards in July 2015 and will continue to convert credit cards with new and reissued cards.

    Debit cards: RBFCU began converting debit cards in June 2016. Members will receive a new chip card once their traditional card(s) expire.

    However, members may request to receive a new credit or debit chip card prior to their card’s expiration by contacting the Member Service Center at 1-800-580-3300.

  • Why do I need a chip card?

    Chip card technology helps prevent fraudsters from capturing your card information from a card’s magnetic strip, when the merchant and card are EMV compliant. In addition, most U.S. merchants have converted to new chip-enabled terminals.

  • Will all merchants accept chip cards?

    All merchants were given the opportunity to be EMV compliant by Oct. 1, 2017. In the event that the merchant did not upgrade to chip-reader terminals, the merchant will be liable for any fraudulent transactions that take place at their locations.

    Gas stations will need to be EMV compliant by Oct. 1, 2020.

  • Will the chip card prevent data breaches or fraud?

    While no technology is completely foolproof, chip technology provides an added level of security and makes it more difficult for data to be compromised. The computer chip within the card, when used at an EMV compliant terminal, offers more security by encrypting the card information which prevents fraudsters from gaining information from the magnetic strip.

    While EMV cards will provide an extra level of security, it is still best to be aware of the terminals where you use your card.

  • Will the debit chip card require a PIN?

    Chip-enabled terminals may require a PIN number to complete transactions on the debit card.

    Important: While the PIN will be necessary to complete most transactions, the merchant should not ask for your PIN. Your PIN should NEVER be shared with anyone and should always be kept confidential when processing any transaction. If a merchant asks for your PIN, do not give it to them under any circumstance. Please ask the merchant to extend their terminal to reach you so that you can enter your PIN. If you are in a drive-thru and the terminal cannot reach you, you may have to go inside so that you can enter your PIN and complete the transaction. However you may be able to bypass the enter PIN option if the merchants terminals are able to complete the request.

  • Will there be a fee to receive a new chip card?

    No. There are no fees associated with receiving a new chip card.



  • I lost my card. What do I do?

    You can report your lost or stolen card by contacting us in one of the following ways:
    Phone: 1-800-580-3300
    1. Sign in to your Online Banking account.
    2. Under the “View Services” tab, under “Manage Cards,” select “Report Lost Cards.”
    3. Select the card that you want to report lost, then click “Next.”
    4. Select the appropriate option (e.g., "Report a Lost or Stolen Card," "Freeze Card," or "Replace Card").
    5. Verify the information for accuracy, and click “Submit.”
    6. If your card is connected to Samsung Pay or Apple Pay, remove the card from the devices.

  • If my physical RBFCU card is lost or was stolen and I have Apple Pay or Samsung Pay, what do I do?

    You can report your lost or stolen card by contacting us in one of the following ways:
    Phone: 1-800-580-3300
    1. Sign in to your Online Banking account.
    2. Under the “View Services” tab, under “Manage Cards,” select “Report Lost Cards.”
    3. Select the card that you want to report lost, then click “Next.”
    4. Select the appropriate option (e.g., "Report a Lost or Stolen Card," "Freeze Card," or "Replace Card").
    5. Verify the information for accuracy, and click “Submit.”
    6. If your card is connected to Samsung Pay or Apple Pay, remove the card from the devices.

  • My physical RBFCU card is lost or was stolen and I have Apple Pay. What do I do?

    You may report your lost or stolen card in the typical manner (sign in to your online banking account or contact a Payment Services fraud representative). Once you’ve reported the card lost, stolen, or compromised, you should then want to remove the card from your Apple Pay devices.