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.

 

Find FAQs by topic:
Auto Loans | Other Vehicle Options | Vehicle Refinance | Repossessed Vehicles | Find Your Next Car | Preferred Dealers | Credit Cards | Authorized Users | Credit Card Conversion | Chip Cards | Lost Credit Card | Personal Loans | Line of Credit | Credit Builder Loans | Back to all FAQs

 

AUTO LOANS

  • Are RBFCU's loan decisions made locally?
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    RBFCU loans are reviewed in-house at both our Austin and San Antonio headquarters.

  • Are there any vehicles that RBFCU does not finance?
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    RBFCU does not finance salvaged or reconditioned vehicles.
  • Can I change my auto loan payment due date?
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    You must make your first auto payment on its original due date. After that payment has been made, call our Collections Team at 210-945-3300.

  • Can I pay off my loan online?
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    To view and make payments on your RBFCU loan:
    1. Sign in to your Online Banking account.
    2. Under the “View Accounts” tab, review the 10-day and 15-day payoff amounts.
    3. Click on the three vertical dots next to the desired loan under the “Loans” section.
    4. From the “I Want To…” menu, select “Make Payment.”
    5. On the “Transfer Funds” screen, complete the required information.
    6. Click “Next.”
    7. Review the information for accuracy.
    8. Click “Submit.”

  • Can I use my preapproval letter if I finance at the dealership?
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    If you finance with RBFCU at the dealership, you won't be required to provide the preapproval loan code from your letter. However, you will still be able to take advantage of the preapproval rate. 
  • Do I have to be a member to get an auto loan with RBFCU?
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    To secure a loan with RBFCU, membership is required. If you would like to complete your loan application right away, then complete the membership application later, you may access our non-member loan application.

  • Do I need a down payment to buy a vehicle?
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    RBFCU does not always require a down payment for auto loans. Whether you need to make a down payment will depend on your unique situation, including loan amount, loan term and credit history. 

  • Do you charge an application fee or any other loan-related fees?
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    RBFCU does not charge application fees, but we do collect the taxes required by each state.

  • Do you offer Roadside Assistance?
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    Yes. Roadside Assistance is included with platinum and gold Mechanical Repair Coverage. For more information about Mechanical Repair Coverage and the Roadside Assistance benefit, click here.

  • Does it cost more to apply for an RBFCU loan at the dealership?
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    There are no additional fees to complete your RBFCU loan application through the dealership. It's simply an additional convenience that we've worked with our Preferred Dealers to provide our members. We also give you the same low rate if you apply at the dealer as you would receive for completing an online loan application.

  • How can I report a possible error with the servicing of my loan?
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    To report a possible loan servicing error, call us at 210-945-3300, press option 3 and follow the menu options to reach the Consumer Lending Center or sign in to your online banking account and send us a secure message.

  • How can I sign up for automatic payments for my auto loan?
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    There are several ways you can sign up for automatic payments. The easiest is to let your lending specialist know while finalizing your loan transaction. However, you may also contact us at 210-945-3300 or by sending a secure message from your online banking account to request automatic payments from an RBFCU account or from another institution.

  • How do I check my loan status?
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    For consumer loans, you can check your loan status by signing in to your online account, then selecting “Application Status” from the next menu. You can also call our Consumer Lending Center at 210-945-3300, press option 3 twice or visit your nearest branch.

    For a mortgage or business loan, please communicate with your loan officer regarding your loan status.

  • How do I finalize my consumer loan?
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    Your lending specialist will let you know when your loan is ready to be finalized and what final steps are required. Depending on the type of loan, you may be able to complete all finalization with an electronic signature or at the dealership for auto loans.

  • How do I get my paperwork if I don't finalize at a branch?
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    Documents requiring your signature can be sent to you by mail, email, DocuSign (a method of electronically obtaining your signature) or fax.

  • How does RBFCU verify my income if I'm self-employed?
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    For self-employed individuals, RBFCU will require your complete tax returns for the past two years. Also, we will need to know if any IRS extensions were requested and granted. In most cases, only “net” income will be considered when self-employed.

  • How long will it take my application to be approved?
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    All consumer loan and credit card applications submitted to RBFCU are reviewed within one business day. 

  • How soon will I know if my auto loan application has been approved?
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    A decision will be made on your loan application and you will be notified typically within one business day. RBFCU members can also check their loan’s status by signing in to their online banking account.

  • How will I know if I was approved for my loan?
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    A lending specialist will contact you within one business day of your application. You can also check your loan status by signing in to your Online Banking account or the RBFCU Mobile app.

  • I don't live near a branch. How do I sign my paperwork?
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    Documents requiring your signature can be sent to you by mail, email, DocuSign (a method of electronically obtaining your signature) or fax. We will notify you if any documents must be mailed back to us with original signatures.

  • I have "Next Steps" on my loan status page. How do I complete them?
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    “Next Steps” are documentation required (paystubs, notarized documents, etc.) to ensure we have all the information needed to process your loan. They will be removed from your loan status page as you complete them. In many cases, you can send a secure message with the required information. If original paperwork or documents are requested, you may bring them to a branch location or may communicate with your lending specialist regarding specifics.

  • I paid off my vehicle. How do I get my title?
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    Paper titles will be mailed within 10 business days to the address on file, and delivery time is based upon U.S. Postal Service timelines depending on the address. For an electronic lien title (also known as ELT), the lien will be released from the state’s records within three to five business days and mailed to the address on file. If applicable, the Texas Department of Motor Vehicles (DMV) will produce your paper title and mail it to your address on file with the DMV. For Texas titles, if your loan was finalized on or after Oct. 21, 2016, your title is an ELT. If your loan was finalized prior to Oct. 21, 2016, your title is paper. For out-of-state titles, call or message us for more details.

  • In which states is RBFCU auto financing available?
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    RBFCU offers auto financing in all 50 states as well as in Puerto Rico, Guam and overseas.

    The vehicle must be built to U.S. specifications, and comply with the Federal Motor Vehicle Safety Standards (FMVSS) set by the National Highway Traffic Safety Administration (NHTSA).

  • Should I apply for a loan online or in a branch?
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    You may apply for a consumer loan or a mortgage loan wherever is most convenient for you. Applying online may be easier because you can ensure you have all the necessary information (paychecks, loan amounts, etc.) to process your loan request, rather than not having all the required materials while applying at the branch. To get started, visit our Loans page or Home Loans page.

    For business loans (excluding business credit cards), call 210-945-3300, ext. 53800 to schedule an appointment with a business loan officer to begin the process.

  • What is the value on the vehicle I would like to purchase?
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    Sites such as the National Automobile Dealers Association (NADA) and Kelley Blue Book can help you get an estimate on your vehicle’s value.

  • What types of vehicle loans do you offer?
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    RBFCU offers vehicle loans for automobiles/trucks, boats, ATVs, jet skis, motorcycles and recreational vehicles. We offer financing, refinancing from other institutions, net-to-clear and other options.

  • What's the difference between financing through RBFCU and financing at the dealership?
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    If you apply for an RBFCU loan at the dealership versus online or in a branch, you're still receiving all the benefits of an RBFCU loan — including the great rate. The biggest difference is that you're completing the application and closing your loan at the dealership, which can save you time and make the process more convenient.

  • When do I make my first auto loan payment?
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    Qualified borrowers may choose a first payment date up to 60 days from the date the auto loan is finalized. You can specify your preferred date to your lending specialist (e.g., the first of the month, etc.) before signing your loan documents.

 

OTHER VEHICLE OPTIONS

  • Am I required to get insurance on my boat?
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    Yes, full coverage insurance is required on all vehicles, including boats. For an insurance quote from our affiliate, RBFCU Insurance Agency, please visit our Auto Insurance page.

  • Am I required to get insurance on my motorcycle?
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    Yes, full coverage insurance is required on all vehicles, including motorcycles. To request a quote from RBFCU Insurance Agency, please visit our Auto Insurance page.

  • Am I required to get insurance on my RV?
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    Yes, full coverage insurance is required on all vehicles, including RVs. For an insurance quote from our affiliate, RBFCU Insurance Agency, please visit our Auto Insurance page.

  • Are RBFCU's loan decisions made locally?
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    RBFCU loans are reviewed in-house at both our Austin and San Antonio headquarters.

  • Can I get a preapproval for a boat, motorcycle, etc. loan?
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    Yes, we do offer preapprovals for many different types of consumer loans, which can make your vehicle shopping experience easier. You can complete the loan application online. 
     
  • Do you charge an application fee or any other loan-related fees?
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    RBFCU does not charge application fees, but we do collect the taxes required by each state.

  • How do I check my loan status?
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    For consumer loans, you can check your loan status by signing in to your online account, then selecting “Application Status” from the next menu. You can also call our Consumer Lending Center at 210-945-3300, press option 3 twice or visit your nearest branch.

    For a mortgage or business loan, please communicate with your loan officer regarding your loan status.

  • I don't live near a branch. How do I sign my paperwork?
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    Documents requiring your signature can be sent to you by mail, email, DocuSign (a method of electronically obtaining your signature) or fax. We will notify you if any documents must be mailed back to us with original signatures.

  • Should I apply for a loan online or in a branch?
    + -

    You may apply for a consumer loan or a mortgage loan wherever is most convenient for you. Applying online may be easier because you can ensure you have all the necessary information (paychecks, loan amounts, etc.) to process your loan request, rather than not having all the required materials while applying at the branch. To get started, visit our Loans page or Home Loans page.

    For business loans (excluding business credit cards), call 210-945-3300, ext. 53800 to schedule an appointment with a business loan officer to begin the process.

  • What are the limits for motorcycle loans?
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    We do not have specific loan limits, but take into consideration many other factors regarding your financial standing, loan-to-value, and the vehicle itself. 
  • What is a specialized collateral loan?
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    A specialized collateral loan is a loan for large farm equipment and some trailers.

  • What types of vehicle loans do you offer?
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    RBFCU offers vehicle loans for automobiles/trucks, boats, ATVs, jet skis, motorcycles and recreational vehicles. We offer financing, refinancing from other institutions, net-to-clear and other options.

 

VEHICLE REFINANCE

  • Are RBFCU's loan decisions made locally?
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    RBFCU loans are reviewed in-house at both our Austin and San Antonio headquarters.

  • Can I extend my loan term when I refinance my vehicle?
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    Depending on your circumstances, you may have the option to extend your loan term, which can lower your monthly payments. When you complete your refinancing application, include the loan term you desire.

  • Can I refinance a motorcycle or other vehicle, or only an auto?
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    Refinancing can be a great option on all vehicle loan types, including motorcycles, RVs and watercraft. You can complete the refinancing application online. 
  • Do you charge an application fee or any other loan-related fees?
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    RBFCU does not charge application fees, but we do collect the taxes required by each state.

  • How do I check my loan status?
    + -

    For consumer loans, you can check your loan status by signing in to your online account, then selecting “Application Status” from the next menu. You can also call our Consumer Lending Center at 210-945-3300, press option 3 twice or visit your nearest branch.

    For a mortgage or business loan, please communicate with your loan officer regarding your loan status.

  • I don't live near a branch. How do I sign my paperwork?
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    Documents requiring your signature can be sent to you by mail, email, DocuSign (a method of electronically obtaining your signature) or fax. We will notify you if any documents must be mailed back to us with original signatures.

  • I have GAP coverage through another institution. Will it still apply if I refinance?
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    In most cases you will need to purchase new GAP when refinancing as GAP covers the loan and when you refinance you will now have a new loan. Please check with your current GAP carrier to verify this information.

  • Should I apply for a loan online or in a branch?
    + -

    You may apply for a consumer loan or a mortgage loan wherever is most convenient for you. Applying online may be easier because you can ensure you have all the necessary information (paychecks, loan amounts, etc.) to process your loan request, rather than not having all the required materials while applying at the branch. To get started, visit our Loans page or Home Loans page.

    For business loans (excluding business credit cards), call 210-945-3300, ext. 53800 to schedule an appointment with a business loan officer to begin the process.

  • When should I refinance my vehicle?
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    Refinancing a vehicle loan makes sense when it helps to lower a monthly payment and/or an annual percentage rate. It can also allow you to add warranty, GAP coverage and/or payment protection insurance to your loan or to access net funds from the value of your vehicle.

 

REPOSSESSED VEHICLES

  • Can I get more specific details about the repossessed vehicle I'm considering purchasing from RBFCU?
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    You may call us at 1-888-556-2965, ext. 53302 to obtain more details about a vehicle available for sale.

  • Do I get a special rate for buying a repossessed vehicle?
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    No, RBFCU does not offer special loan rates on repossessed vehicles. We do, however, offer competitive low-rate auto loans, which are subject to credit approval, and rates are subject to change.
  • What are the benefits of purchasing a repossessed vehicle?
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    Purchasing a repossessed vehicle may save you money and give you more car than you expected. These vehicles are priced below retail value, may include manufacturer upgrades, and are mechanically inspected and approved.
  • Who do I contact if I haven't heard back about scheduling a test drive for an RBFCU repossessed vehicle?
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    If you have any questions about an RBFCU repossessed vehicle or are wanting to schedule a test drive, call the RBFCU Collections Remarketing Analyst at 1-888-556-2965, ext. 53302. We are open 8:30 a.m. to 5 p.m., Monday through Friday. However, there is a voicemail service at that telephone number, please feel free to leave a message and your call will be returned as soon as possible.

 

FIND YOUR NEXT CAR

  • Can I use my preapproval letter if I finance at the dealership?
    + -
    If you finance with RBFCU at the dealership, you won't be required to provide the preapproval loan code from your letter. However, you will still be able to take advantage of the preapproval rate. 
  • Does it cost more to apply for an RBFCU loan at the dealership?
    + -

    There are no additional fees to complete your RBFCU loan application through the dealership. It's simply an additional convenience that we've worked with our Preferred Dealers to provide our members. We also give you the same low rate if you apply at the dealer as you would receive for completing an online loan application.

  • How do I get my paperwork if I don't finalize at a branch?
    + -

    Documents requiring your signature can be sent to you by mail, email, DocuSign (a method of electronically obtaining your signature) or fax.

  • What do I tell the dealer when I want to finance through RBFCU?
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    During the finance stage of your transaction, most dealerships will ask if you have a preferred lender (i.e., credit union, bank or finance company) for your loan. Tell them you want to finance with RBFCU.

    We work directly with dealerships through our Preferred Dealers program to handle your application at the point of sale and make the car-buying process convenient for you. To review our Preferred Dealers, visit http://rbfcu.cudlautosmart.com/Dealer/.

  • What's the difference between financing through RBFCU and financing at the dealership?
    + -

    If you apply for an RBFCU loan at the dealership versus online or in a branch, you're still receiving all the benefits of an RBFCU loan — including the great rate. The biggest difference is that you're completing the application and closing your loan at the dealership, which can save you time and make the process more convenient.

 

PREFERRED DEALERS

  • Can I use my preapproval letter if I finance at the dealership?
    + -
    If you finance with RBFCU at the dealership, you won't be required to provide the preapproval loan code from your letter. However, you will still be able to take advantage of the preapproval rate. 
  • Does it cost more to apply for an RBFCU loan at the dealership?
    + -

    There are no additional fees to complete your RBFCU loan application through the dealership. It's simply an additional convenience that we've worked with our Preferred Dealers to provide our members. We also give you the same low rate if you apply at the dealer as you would receive for completing an online loan application.

  • How do I get my paperwork if I don't finalize at a branch?
    + -

    Documents requiring your signature can be sent to you by mail, email, DocuSign (a method of electronically obtaining your signature) or fax.

 

CREDIT CARDS

  • Am I eligible to take advantage of the Introductory 0% APR balance transfer and/or cash advance promotion if I convert my credit card?
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    No. Introductory promotions are reserved for brand new credit cardholders. However, RBFCU may periodically send balance transfer promotions to existing credit cardholders. You must be opted in to receive these exclusive offers.

  • Am I required to pay off my balance before converting to a new credit card?
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    No. The remaining balance and new transactions transfer automatically to your new card.

  • Are RBFCU's loan decisions made locally?
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    RBFCU loans are reviewed in-house at both our Austin and San Antonio headquarters.

  • Can credit card statements be mailed to a different address?
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    Yes, simply contact us at 210-945-3300 ext. 74571 and speak with a Payment Services representative.

  • Can I continue to use my current card until my new card arrives if I convert?
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    Yes. Your current card remains active until approximately two weeks after you receive your new card (which arrives within five business days).

  • Can I request additional cards for authorized users?
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    Yes. You can specify if you’d like your authorized user(s) to have their own card.

  • Can I use my current Personal Identification Number (PIN) with my new card if I convert?
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    No. When your new card arrives, you’ll be required to establish a new PIN. You can activate your new card and select your PIN by calling 1-866-839-3492.

  • Can I use my old card until my new card arrives?
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    Yes, we do not immediately close the previous credit card. We allow enough time for you to receive your PIN, activate your new card and update any automatic bill payments with your new card information.

    Note: your previous card number will be invalid after approximately 2 weeks.

  • Can I view my Mastercard credit card transactions online?
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    To view your Mastercard transactions:
    1. Sign in to your Online Banking account.
    2. Under “Credit Cards,” select the appropriate card.
    3. In the “Activity Overview” section, select the appropriate card.
    4. Review the requested information on the “Recent Transactions,” “Account Details” and “Spend Snapshot” tabs.

  • Do I earn cash back on cash advances or balance transfers from my credit card?
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    No, cash advances and balance transfers do not qualify for cash back.

  • Do I earn cash back when I transfer a balance from my current card to the 2% CashBack Rewards card if I convert?
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    No. Only new purchases earn 2% cash back (excluding balance transfers and cash advances).

  • Do I need my PIN to use my credit card?
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    RBFCU cards are PIN preferred and typically require a PIN to be used.

  • Do joint cardholders and authorized users receive new cards too if I convert?
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    Yes. All users associated with your account who currently have cards are issued new cards. They will also need to activate their card and select a new PIN upon receipt.

  • Do my current reward points/cash back transfer to my new card if I convert?
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    Yes, but only if you’re converting to the 2% CashBack Rewards card. Any accumulated cash back from a Gold CashBack card will automatically transfer dollar for dollar, and any accumulated points for the Platinum Mastercard card will transfer at a rate of 1 point = $0.01.

  • Do you charge an application fee or any other loan-related fees?
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    RBFCU does not charge application fees, but we do collect the taxes required by each state.

  • Does an authorized user earn rewards?
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    Yes. If the credit card is a rewards credit card, purchases made by an authorized user earn the same rewards which are credited to the primary cardholder’s account.

  • Does my payment due date change if I convert my existing RBFCU credit card?
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    No. You maintain your same payment due date, unless you request to change the statement cycle due date.

  • How are interest charges for my credit card calculated?
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    We calculate the interest charges on your account by applying the periodic rate to the “average daily balance” of your account. All the daily balances for the billing cycle are then added together and the total is divided by the number of days in the billing cycle. This gives us the “average daily balance.”

    (Important: To get the “average daily balance,” we take the beginning balance of your account each day and add any new purchases, cash advances and fees. Then, we subtract any payments or credits and exclude any unpaid interest charges. This total is the daily balance).

  • How can I add an authorized user to my credit card?
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    Please call our Member Service Center at 210-945-3300 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.

  • How can I change my credit card PIN?
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    You may change your PIN by calling the IVR system at 1-866-297-3413 or by visiting any RBFCU ATM. You will be asked to type in your current PIN number. You will not be able to change the PIN at ATMs located at Murphy gas stations.

    Important: You must know your current credit card PIN to be able to change it. If you did not receive your PIN, you may request a confirmation through the manage cards link on your online account or you can contact RBFCU at 210-945-3300.

    If you and the joint owner, or authorized user, on the Mastercard elect to have the same PIN, you will not be able to select the PIN through the IVR system, however, you may visit an RBFCU ATM to select a new PIN.

  • How can I enroll in electronic statements for my credit card online?
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    To receive your Mastercard statements online, go to the Mastercard tab and click on the last four digits of the Mastercard account number that you want to view. You will then be directed to the eZCard site. Once in Activity Overview, select the “Statements” option at the top of the activity homepage. From the drop-down menu select “Statement Delivery Options.” You will be directed to a page that will ask if you want electronic statements or if you would prefer to receive your statements by mail. You will need to verify your ability to receive and view PDF files.

    Please ensure the email address listed is current before selecting the button at the bottom that says “I Agree.” Once this is completed, you will receive an email to confirm your statement preferences. 

  • How can I receive an annual statement for my Mastercard credit card?
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  • How can I report a possible error with the servicing of my loan?
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    To report a possible loan servicing error, call us at 210-945-3300, press option 3 and follow the menu options to reach the Consumer Lending Center or sign in to your online banking account and send us a secure message.

  • How can I request a credit line increase?
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    To increase your credit card or line of credit limit, you will need to submit a new credit application. You can complete the application through your online banking account. Just choose the product you currently have and indicate you want a credit line increase on the application.

  • How can I request a Personal Identification Number (PIN) for my Mastercard® credit card?
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    You can request a PIN confirmation from the Manage Cards option on your online account, or you can contact us at 210-945-3300.

  • How do I activate my new Mastercard credit card?
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    You can activate your new Mastercard credit card from the Manage Cards option on your online account. You can also call the automated voice response system at 1-866-839-3492 from the telephone number on file.

  • How do I add a shipping address to my credit card?
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    Please call us at 210-637-4571 or 210-945-3300 ext. 74571 and speak with a Payment Services representative.

  • How do I add an authorized user to my credit card?
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    Please call our Member Service Center at 210-945-3300 and provide the following information:

    • Last four digits of primary cardholder’s SSN or TIN
    • Current RBFCU credit card account number
    • Full name of authorized user (must be RBFCU member)
    • Valid SSN or TIN for authorized user
    • Date of birth of authorized user

    *RBFCU Payment Services reviews the information and determines approval, usually within 24 hours. In some cases, additional information may be required in order to make a final decision. You can check the status of your request anytime by calling 210-945-3300, ext. 74571.

    Once approved, the authorized user will receive their card (if applicable) within five days. Upon receipt, the user can activate their card and select a Personal Identification Number (PIN) by calling 1-866-839-3492. For enhanced security, RBFCU credit cards are PIN-preferred and a PIN may be required to complete transactions at select merchants.

  • How do I cash out my credit card rewards?
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    You can redeem your credit card rewards by logging in to your account and selecting Mastercard from the navigation. On the subsequent menu, you’ll see options for accessing Scorecard Rewards. You’ll need to create a username and password to review your reward information and access your earnings.

  • How do I check my loan status?
    + -

    For consumer loans, you can check your loan status by signing in to your online account, then selecting “Application Status” from the next menu. You can also call our Consumer Lending Center at 210-945-3300, press option 3 twice or visit your nearest branch.

    For a mortgage or business loan, please communicate with your loan officer regarding your loan status.

  • How do I dispute a credit card transaction?
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    You may dispute the transaction online by signing in to your RBFCU account. Click on the last four digits of your Mastercard account number and you will be directed to the EZ Card site. Once you view your transactions, select the transaction that needs to be disputed. You may also call the Mastercard Dispute Department at 1-800-906-0005. They will initiate the dispute and send you additional forms by mail.

  • How do I obtain a Notice to Co-Signer Form for my credit card?
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  • How do I obtain an Addendum for a Savings Secured Mastercard Form for my credit card?
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  • How do I remove an authorized user from my credit card?
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    Please call Payment Services at 210-945-3300, ext. 74571 to request removal. The authorized user may also request their removal by contacting Payment Services. When an authorized user is revoked, all credit cards associated with the account are blocked to prevent unauthorized usage. New cards with a new number will automatically be issued to the primary cardholder and any other authorized users who have cards.

  • How do I request a balance transfer?
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    To request a balance transfer:

    Online:
    1. Sign in to your Online Banking account.
    2. Under the “View Accounts” tab, click on the three vertical dots next to the desired credit card under the “Credit Cards” section.
    3. From the “I Want To…” menu, select “Balance Transfer.”
    5. On the Balance Transfer Request Form, complete the required information.
    6. Click “Next.”
    7. Review the information for accuracy.
    8. Click “Submit.” Your information will be submitted to our Payment Services Department for processing.

    *Balance transfers can take up to 30 days to process.

    Phone:  You can also call our Payment Services Department at 210-945-3300, ext. 74571.

    In-Person: Visit any branch to request an in-person balance transfer.

  • How do I request a cash advance on my credit card?
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    To request a cash advance on your credit card:

    Online:
    1. Sign in to your Online Banking account.
    2. Click on the three vertical dots next to the credit card from which you would like to request a cash advance.
    3. From the “I Want To…” menu, select “Cash Advance.”
    4. Complete the “Get a Mastercard Advance” section, and click “Next.”
    5. Review the information for accuracy.
    6. Click “Submit.” Your funds should be deposited within a few minutes.

    ATM:
    1. Insert your card into the ATM and enter the PIN.
    2. Follow the prompts to process a cash advance. Your cash will be dispensed immediately.

    ATM fees may apply.

    Cash advance prompts may vary depending on ATM type and geographical location.

    Phone: You can also call our Payment Services Department at 210-945-3300, ext. 74571 .

    In-Person: Visit any branch to request a cash advance.

  • How do I set up an automatic payment to my credit card?
    + -

    Automatic payments to your RBFCU Mastercard can be set up through your online account. Click on the Mastercard tab and then select the last four digits of your card number on the Mastercard summary page. After you select your card, you’ll be transferred to the eZCard site. You can then add a payment account and schedule a recurring payment. Please refer to your monthly Mastercard statement messages for payment details.

  • How do I set up online payments for my RBFCU Mastercard credit card?
    + -

    To set up online payments for your RBFCU Mastercard credit card:
    1. Sign in to your Online Banking account.
    2. From the Account Summery page, click on the “Move Money” header.
    3. Under “Payment and Bills,” select “Make a Credit Card Payment.”
    4. On the Transfer Funds screen, complete the “Transfer Type” and “Make/Schedule Transfer” sections.
    5. Click “Next.”
    6. On the Transfer Funds Confirmation screen, review the information for accuracy. If it is accurate, click “Submit.” Otherwise, click “Previous” and correct the information.

    If needed, click the Print icon to print a confirmation receipt.

  • How do I submit a balance transfer for my credit card?
    + -

    You will need to sign in to your RBFCU account and go to the Mastercard Menu. Under the Mastercard Menu, you will find the balance transfer option. You can also submit your request over the phone at 210-945-3300. You will need the issuer’s name, your credit card number, payment address and exact payment amount.

    Please note: Balance transfers are submitted electronically and can take up to 7 business days to process. Please click here for more information about requesting a cash advance or balance transfer. You may also call 210-945-3300 ext. 74571

  • How do I submit a conversion request for my existing RBFCU credit card?
    + -
    1. Sign in to your account via Online Banking at rbfcu.org or via the RBFCU Mobile app.
    2. Click on your Mastercard credit card that you want to convert.
    3. In the drop-down menu next to the “Amount Due” column, select “Convert Card.”
    4. Follow the steps to convert your card.
      IMPORTANT: A credit report will not be pulled unless you are requesting a credit limit increase or are adding joint owner(s) to your card.
    5. You should receive your new card within five business days. Upon receipt, you can activate and select your Personal Identification Number (PIN) by calling 1-866-839-3492.

    For enhanced security, RBFCU credit cards are PIN-preferred and your PIN may be required to complete transactions at select merchants.

  • How does an authorized user differ from a joint cardholder?
    + -

    A joint user shares financial responsibility with the primary cardholder.

  • How is my credit card Annual Percentage Rate determined?
    + -

    Your actual Annual Percentage Rate (APR) will be determined based on your creditworthiness and other factors and will be provided to you in writing if your application is approved. The APR is based on the U.S. Prime Rate (“Prime Rate”), and the APR will equal the Prime Rate plus an additional amount. If the Prime Rate increases, it will cause the APR to increase. If the Prime Rate decreases, it will cause the APR to decrease. The APR is subject to change quarterly. We use the Prime Rate as published in The Wall Street Journal seven days prior to the end of the quarter. If the Prime Rate causes an APR to change, we put the new APR into effect as of the first day of the next billing period after the start of the January, April, July or October billing cycle for which we calculate the APR. We apply the new APR to any existing balances, subject to any promotional rate that may apply. If The Wall Street Journal does not publish the Prime Rate, we will use a similar published rate.

    To determine whether you qualify for a lower rate, you may submit an application on an annual basis. Contact our Consumer Lending Department at 210-945-3300 for more details.

  • How is my credit report affected if I convert my credit card?
    + -

    The trade line (your credit account) appears as a transferred account because the original account opening date and credit history transfers to the new trade line.

  • How long will it take my application to be approved?
    + -

    All consumer loan and credit card applications submitted to RBFCU are reviewed within one business day. 

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

    Up to three individuals; the total cardholders, including the primary, can’t exceed four.

  • How will I know if I was approved for my loan?
    + -

    A lending specialist will contact you within one business day of your application. You can also check your loan status by signing in to your Online Banking account or the RBFCU Mobile app.

  • I currently have a personal credit card that I use for my business. How do I convert to a business credit card?
    + -

    You may keep your existing credit card for non-business use and/or apply for a business credit card to solely track business expenses. To apply for a business credit card, sign in to your online banking account.

  • I have "Next Steps" on my loan status page. How do I complete them?
    + -

    “Next Steps” are documentation required (paystubs, notarized documents, etc.) to ensure we have all the information needed to process your loan. They will be removed from your loan status page as you complete them. In many cases, you can send a secure message with the required information. If original paperwork or documents are requested, you may bring them to a branch location or may communicate with your lending specialist regarding specifics.

  • I have an older RBFCU credit card. How do I upgrade?
    + -

    To convert a current RBFCU Mastercard, you will need to submit a new credit card application. You may apply through your Online Banking account or the RBFCU Mobile app. You may also call us at 210-945-3300 or visit a branch.

  • If I am an existing member, how do I take advantage of advertised RBFCU balance transfer promotions?
    + -

    The 0% promotion does not apply to converted cards, as these are not new cards. RBFCU may periodically send balance transfer promotions to existing credit cardholders, so check your online profile to make sure you have opted in to receive offers.

  • If I am participating in the introductory 0% offer, when does the promotional period end?
    + -

    Promotional rate balances will remain at 0% APR for twelve full billing cycles starting from the date of the initial balance transfer or cash advance request. Beginning with the thirteenth billing cycle, any remaining balance will be repriced at your qualified APR based on your creditworthiness and other factors.

  • If I change my mind and don’t want to convert my card, can I close the new account and keep my old card number?
    + -

    No. Once the previous card is placed in a convert status, we are unable to reverse this action. This process is designed to systematically transfer activity from the previous card to the new card number.

  • If I convert my card, how will it appear on my credit report?
    + -

    The trade line (credit account) will appear as a transferred account because the original account open date and credit history will transfer to the new trade line.

  • If I have a non-variable rate credit card can I convert my card to a variable-rate card?
    + -

    Yes. A non-variable credit card can be converted to a variable-rate card.

  • If I have accumulated rewards on another card with RBFCU and convert my card to the 2% cash back card, will my accumulated rewards transfer to the new card?
    + -

    Yes. Any accumulated rewards will transfer as part of the convert process to the new cash back reward account.

  • If I'm enrolled in monthly automatic credit card payments, does my payment automatically transfer to the new card if I convert?
    + -
    • If your monthly payment is set up through eZcard, your scheduled payments transfer to your new credit card.
    • If your monthly payment is set up through another provider (i.e. direct from another financial institution), then you’ll need to update that payment to your new number.
  • If my account is set up on auto pay through Mastercard, will my payment automatically transfer?
    + -

    Yes. If the auto pay is set up through our Mastercard account program, the automatic transfer information will systematically transfer to your new credit card number.

  • If my account is set up on auto pay using another method, other than Mastercard, will my payment automatically transfer?
    + -
    No, it will be necessary to re-establish your automatic payment with your new credit card number.
  • Is a credit check required if I convert my existing RBFCU credit card?
    + -

    A credit check is only required if you request a credit limit increase or want to add a joint cardholder on the new card.

  • Is there a limit on cash advances from my credit card made through ATMs?
    + -

    Yes, the daily cash advance ATM transaction limit is $500.

  • Should I notify you if I plan to travel with my credit card?
    + -

    Yes, it is highly recommended that you submit a travel notification through your Online Banking account or with the RBFCU Mobile app. Access Manage Cards in your Online Banking account by selecting “View Services” from the navigation menu, then select “Manage Cards” under the “Self Services” section. From the RBFCU Mobile app, you can tap "Manage Cards" in the bottom menu.

    You may also contact us by phone at 210-945-3300.

    Submitting a travel notification will allow uninterrupted use of your card as Mastercard may sometimes place alerts or “blocks” on certain destinations or merchants with high instances of fraud. This will also help us accurately monitor your activity while away.

  • What actions are permitted by an authorized user?
    + -
    • Make purchases, request cash advances and balance transfers
    • Report lost or stolen cards
    • Initiate billing disputes
    • Submit payments
    • Inquire about fees
    • Remove themselves as an authorized user
  • What actions are restricted to the primary cardholder?
    + -
    • Close the account
    • Add an authorized user
    • Change primary cardholder personal information
    • Request credit limit increase or lower Annual Percentage Rate (APR)
  • What amount am I liable for if I lose my credit card?
    + -

    You may be liable for the unauthorized use of your card. If you notice the loss or theft of your card or a possible unauthorized use of your card, you should call our designee immediately at 1-866-839-3485.

    You may also write to our designee at:
    Customer Service
    P.O. Box 30495
    Tampa, FL 33630

    Although you may write to notify our designee of unauthorized use, calling our designee immediately at the telephone number above is the best way to keep your possible losses down.

    Under Mastercard’s zero liability policy, you will not be liable for unauthorized use of your Mastercard once you notify our designee orally or in writing of the loss, theft, or possible unauthorized use and you meet the following conditions:

    1. You have exercised reasonable care in safeguarding your Mastercard from risk, loss, or theft and
    2. you have, upon becoming aware of the loss or theft, promptly reported the loss or theft to our designee.
      You will not be liable for any unauthorized use that occurs after you notify our designee. You may, however, be liable for unauthorized use that occurs before your notice to our designee. In any case, your liability will not exceed $50. The foregoing liability limitations do not apply to
      1. Card use from which any cardholder receives a benefit; or
      2. use of the card by a person with actual, implied, or apparent authority.
  • What are my credit card convert options?
    + -

    RBFCU offers the following Mastercards:

    • 2% CashBack Rewards — a variable-rate credit card that offers 2% unlimited cash back on every purchase, every time and the cash rewards don’t expire
    • Premier Rate — a variable-rate credit card that offers a low rate ideal for making purchases without high interest charges and consolidating credit card balances
  • What are the benefits of having an authorized user on my credit card?
    + -
    • Assist family members with expenses
    • Conveniently manage everyday purchases
    • Help a family member or other trusted person build their credit history
    • Peace of mind in case of emergencies
  • What if there is fraud on my account?
    + -

    If there is a fraudulent charge on your account, you may contact the Mastercard Fraud Department, available 24 hours a day, at 1-800-854-1557 to begin a fraud case. You may also begin the fraud case online by signing in to your RBFCU account. Click on the last four digits of your Mastercard account number and you will be directed to the EZ Card site. Once you view your transactions, select the fraudulent transaction to begin the fraud case.

  • What is the default rate for my credit card?
    + -

    We do not charge a default rate. However, you will be charged up to a $20 late fee if your payment is past due.

  • What is the difference between a cash advance and a balance transfer?
    + -

    Cash advances and balance transfers provide an easy way to access available funds on your RBFCU Mastercard credit card. A cash advance can be completed via your online banking account or an RBFCU ATM. A balance transfer is used to move an existing balance from another credit card over to your RBFCU Mastercard. After completing a balance transfer form, the transferred balance will be deducted from your RBFCU credit card’s available balance, and RBFCU will mail a check or send an electronic transfer to pay off the other credit card company.

  • What is the difference between a non-variable rate and a variable-rate credit card?
    + -

    A non-variable credit card has an Annual Percentage Rate (APR) that does not change. With a variable-rate credit card, the interest rate is directly correlated to an underlying interest rate index, moving up or down along with it.

  • What is the late fee for my credit card?
    + -

    If you do not pay your minimum payment within fifteen (15) days following your payment due date, you will be charged a late fee of up to $20.

  • What is the minimum payment for my credit card, and how is it determined?
    + -

    The minimum payment is equal to 2% of the new balance or $25, whichever is greater.

  • What should I do if my RBFCU Mastercard is lost or stolen?
    + -

    You can use the manage cards link to report a lost or stolen card, or place a temporary freeze on the card. You can also call Mastercard customer service immediately at 1-866-317-0355 to report card loss or theft. We will close your account and issue you a new account number and card(s).

    If you have set up automatic payments directly with other merchants, you will need to contact them with your new card number and expiration date.

  • What's the difference between a non-variable and a variable-rate credit card?
    + -

    A non-variable rate credit card has a fixed Annual Percentage Rate (APR) that doesn’t change. Our variable-rate credit cards maintain an interest rate based on the Prime Rate as published in The Wall Street Journal and this rate increases or decreases as the index fluctuates.

  • When do I begin earning cash back if I convert my credit card?
    + -

    You begin earning 2% unlimited cash back on new purchases once your CashBack Rewards Mastercard is activated.

  • When is my payment to my credit card posted?
    + -

    All payments will be credited to your account promptly, in most cases within 24-48 hours of receipt. If made after 4 p.m. Central Time, the payment may take an additional 24 hours to post.

  • When should I expect my credit card PIN in the mail?
    + -

    Your PIN will arrive in the mail in approximately 3-5 business days in an unmarked, security envelope with perforated sides. For security reasons, we do not have access to your PIN.

  • When will I begin earning 2% cash back?
    + -

    You will begin earning 2% unlimited cash back on new purchases once the Platinum CashBack card is activated.

  • When will I receive my cash back from my credit card?
    + -

    For Platinum CashBack cardholders: Your accrued cash may be redeemed at any time as an ACH transfer to your savings or checking account through scorecardrewards.com (minimum of $5.00 and maximum amount of $2,500.00 per day). Any unredeemed cash will be automatically paid after the end of the cash back year. The earning period is October 1 through September 30 and rewards are distributed in November.

    Gold CashBack Reward cardholders: Your cash back will be paid after the end of the cash back year. The earning period is October 1 through September 30 and rewards are distributed in November.

    Gold CashBack

    Total Annual Spend
    10/1/17 – 9/30/18
    CashBack Bonus
    More than Up to All purchases
    $0 $999.99 0.25%
    $1,000 $1,999.99 0.50%
    $2,000 $2,999.99 0.75%
    $3,000 1.00%

     

  • When will I receive my new credit card?
    + -

    Your new card will arrive within five business days. Your new PIN (Personal Identification Number) will arrive in a separate, unmarked perforated envelope.

  • When will I receive my renewal credit card?
    + -

    Your new card should be reissued 45 days before your current card expires. However, you will not receive a renewal card if your Mastercard account is inactive for 12 months, your account is delinquent, or your account is over the limit.

  • When will my new card arrive?
    + -

    Your new card should arrive in 3-5 business days.

  • Who can I contact if I have questions or need assistance converting my existing RBFCU credit card?
    + -

    You can chat with us via Online Banking or call us at 210-945-3300.

  • Who is an authorized user?
    + -

    An authorized user is granted access to another individual’s credit card account. The user has the same charging privileges as the primary cardholder but isn’t financially responsible.

    For more information about authorized users, click here.

  • Who is eligible to be an authorized user?
    + -

    An individual must have an RBFCU primary savings account in good standing, be at least 15-yearsold and have a valid Social Security Number (SSN) or Tax Identification Number (TIN).

    An authorized user doesn’t need to qualify for a loan or credit card, nor is their credit pulled prior to being added as an authorized user.

  • Why don't I see the option to convert my credit card?
    + -

    If you do not see the option when you sign in to your Online Banking account, please contact our Member Service Center at 210-945-3300 to check your eligibility.

  • Will a credit report be required if I convert my existing RBFCU non-variable rate credit card to an RBFCU variable-rate card?
    + -

    If the card is converted and does not require a limit or rate change, then a credit report is not required. If a limit change, rate change or new account is requested, then a credit check will be required.

  • Will I be able to take advantage of the 0% introductory APR on balance transfers and cash advances?
    + -

    No. The 0% APR is an introductory promotional rate for balance transfers and cash advances made during the first 90 days your account is open. Because upgrading your card is not a new line of credit, your balance transfers and cash advances do not qualify for the 0% rate.

  • Will I get the 2% on the balance transferred to the new card?
    + -

    No. The 2% only applies to new purchases.

  • Will I have to pay off my balance before converting to the new card?
    + -

    No. The remaining balance and new transactions will transfer to the new card.

  • Will I need to update my credit card number with merchants or retailers who have my card on file?
    + -

    Yes. Once you have activated your new card, you will need to update your card information with any biller, third party or merchant you have set up automatic payments with.

  • Will I receive a new PIN number?
    + -

    Yes. A new Personal Identification Number (PIN) number will be mailed separately in an unmarked security envelope with perforated sides.

    Note: You will need your PIN number to conduct most transactions. Once you receive the PIN, you can change the PIN to a pin of your choice by calling 1-866-297-3413 or at any RBFCU ATM. If you do not receive your PIN, you can request a confirmation online through the manage cards link or by calling us at 210-945-3300

  • Will joint cardholders and authorized signers get new cards too?
    + -

    Yes. All cards associated with the account will be issued a new card number and a new PIN.

  • Will my interest rate change if I convert my existing RBFCU credit card?
    + -

    Your rate changes in accordance with the terms of the specific card selected based on your credit worthiness and other factors.

  • Will my payment due date change?
    + -

    No. Your same payment due date is applied to the new account, unless you request to change the statement cycle due date.

 

AUTHORIZED USERS

  • Who is an authorized user?
    + -

    An authorized user is granted access to another individual’s credit card account. The user has the same charging privileges as the primary cardholder but isn’t financially responsible.

    For more information about authorized users, click here.

  • How does an authorized user differ from a joint cardholder?
    + -

    A joint user shares financial responsibility with the primary cardholder.

  • What are the benefits of having an authorized user on my credit card?
    + -
    • Assist family members with expenses
    • Conveniently manage everyday purchases
    • Help a family member or other trusted person build their credit history
    • Peace of mind in case of emergencies
  • What actions are permitted by an authorized user?
    + -
    • Make purchases, request cash advances and balance transfers
    • Report lost or stolen cards
    • Initiate billing disputes
    • Submit payments
    • Inquire about fees
    • Remove themselves as an authorized user
  • What actions are restricted to the primary cardholder?
    + -
    • Close the account
    • Add an authorized user
    • Change primary cardholder personal information
    • Request credit limit increase or lower Annual Percentage Rate (APR)
  • Who is eligible to be an authorized user?
    + -

    An individual must have an RBFCU primary savings account in good standing, be at least 15-yearsold and have a valid Social Security Number (SSN) or Tax Identification Number (TIN).

    An authorized user doesn’t need to qualify for a loan or credit card, nor is their credit pulled prior to being added as an authorized user.

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

    Up to three individuals; the total cardholders, including the primary, can’t exceed four.

  • Can I request additional cards for authorized users?
    + -

    Yes. You can specify if you’d like your authorized user(s) to have their own card.

  • Does an authorized user earn rewards?
    + -

    Yes. If the credit card is a rewards credit card, purchases made by an authorized user earn the same rewards which are credited to the primary cardholder’s account.

  • How do I add an authorized user to my credit card?
    + -

    Please call our Member Service Center at 210-945-3300 and provide the following information:

    • Last four digits of primary cardholder’s SSN or TIN
    • Current RBFCU credit card account number
    • Full name of authorized user (must be RBFCU member)
    • Valid SSN or TIN for authorized user
    • Date of birth of authorized user

    *RBFCU Payment Services reviews the information and determines approval, usually within 24 hours. In some cases, additional information may be required in order to make a final decision. You can check the status of your request anytime by calling 210-945-3300, ext. 74571.

    Once approved, the authorized user will receive their card (if applicable) within five days. Upon receipt, the user can activate their card and select a Personal Identification Number (PIN) by calling 1-866-839-3492. For enhanced security, RBFCU credit cards are PIN-preferred and a PIN may be required to complete transactions at select merchants.

  • How do I remove an authorized user from my credit card?
    + -

    Please call Payment Services at 210-945-3300, ext. 74571 to request removal. The authorized user may also request their removal by contacting Payment Services. When an authorized user is revoked, all credit cards associated with the account are blocked to prevent unauthorized usage. New cards with a new number will automatically be issued to the primary cardholder and any other authorized users who have cards.

 

CREDIT CARD CONVERSION

  • What's the difference between a non-variable and a variable-rate credit card?
    + -

    A non-variable rate credit card has a fixed Annual Percentage Rate (APR) that doesn’t change. Our variable-rate credit cards maintain an interest rate based on the Prime Rate as published in The Wall Street Journal and this rate increases or decreases as the index fluctuates.

  • Will my interest rate change if I convert my existing RBFCU credit card?
    + -

    Your rate changes in accordance with the terms of the specific card selected based on your credit worthiness and other factors.

  • Is a credit check required if I convert my existing RBFCU credit card?
    + -

    A credit check is only required if you request a credit limit increase or want to add a joint cardholder on the new card.

  • How is my credit report affected if I convert my credit card?
    + -

    The trade line (your credit account) appears as a transferred account because the original account opening date and credit history transfers to the new trade line.

  • Am I required to pay off my balance before converting to a new credit card?
    + -

    No. The remaining balance and new transactions transfer automatically to your new card.

  • Does my payment due date change if I convert my existing RBFCU credit card?
    + -

    No. You maintain your same payment due date, unless you request to change the statement cycle due date.

  • If I'm enrolled in monthly automatic credit card payments, does my payment automatically transfer to the new card if I convert?
    + -
    • If your monthly payment is set up through eZcard, your scheduled payments transfer to your new credit card.
    • If your monthly payment is set up through another provider (i.e. direct from another financial institution), then you’ll need to update that payment to your new number.
  • Can I continue to use my current card until my new card arrives if I convert?
    + -

    Yes. Your current card remains active until approximately two weeks after you receive your new card (which arrives within five business days).

  • Can I use my current Personal Identification Number (PIN) with my new card if I convert?
    + -

    No. When your new card arrives, you’ll be required to establish a new PIN. You can activate your new card and select your PIN by calling 1-866-839-3492.

  • Do joint cardholders and authorized users receive new cards too if I convert?
    + -

    Yes. All users associated with your account who currently have cards are issued new cards. They will also need to activate their card and select a new PIN upon receipt.

  • Am I eligible to take advantage of the Introductory 0% APR balance transfer and/or cash advance promotion if I convert my credit card?
    + -

    No. Introductory promotions are reserved for brand new credit cardholders. However, RBFCU may periodically send balance transfer promotions to existing credit cardholders. You must be opted in to receive these exclusive offers.

  • What are my credit card convert options?
    + -

    RBFCU offers the following Mastercards:

    • 2% CashBack Rewards — a variable-rate credit card that offers 2% unlimited cash back on every purchase, every time and the cash rewards don’t expire
    • Premier Rate — a variable-rate credit card that offers a low rate ideal for making purchases without high interest charges and consolidating credit card balances
  • Do I earn cash back when I transfer a balance from my current card to the 2% CashBack Rewards card if I convert?
    + -

    No. Only new purchases earn 2% cash back (excluding balance transfers and cash advances).

  • Do my current reward points/cash back transfer to my new card if I convert?
    + -

    Yes, but only if you’re converting to the 2% CashBack Rewards card. Any accumulated cash back from a Gold CashBack card will automatically transfer dollar for dollar, and any accumulated points for the Platinum Mastercard card will transfer at a rate of 1 point = $0.01.

  • When do I begin earning cash back if I convert my credit card?
    + -

    You begin earning 2% unlimited cash back on new purchases once your CashBack Rewards Mastercard is activated.

  • How do I submit a conversion request for my existing RBFCU credit card?
    + -
    1. Sign in to your account via Online Banking at rbfcu.org or via the RBFCU Mobile app.
    2. Click on your Mastercard credit card that you want to convert.
    3. In the drop-down menu next to the “Amount Due” column, select “Convert Card.”
    4. Follow the steps to convert your card.
      IMPORTANT: A credit report will not be pulled unless you are requesting a credit limit increase or are adding joint owner(s) to your card.
    5. You should receive your new card within five business days. Upon receipt, you can activate and select your Personal Identification Number (PIN) by calling 1-866-839-3492.

    For enhanced security, RBFCU credit cards are PIN-preferred and your PIN may be required to complete transactions at select merchants.

  • Who can I contact if I have questions or need assistance converting my existing RBFCU credit card?
    + -

    You can chat with us via Online Banking or call us at 210-945-3300.

 

CHIP CARDS

  • 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 210-945-3300 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 210-945-3300.

  • 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 210-945-3300.

  • 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.

 

LOST CREDIT 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: 210-945-3300
    Email: memberservices@rbfcu.org
    Online:
    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: 210-945-3300
    Email: memberservices@rbfcu.org
    Online:
    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.

 

PERSONAL LOANS

  • Are RBFCU's loan decisions made locally?
    + -

    RBFCU loans are reviewed in-house at both our Austin and San Antonio headquarters.

  • Can I change my Line of Credit payment due date?
    + -

    To change your payment due date, the loan must be current and we require permission from all loan parties agreeing to the change. Line of Credit payments can only be billed on the 4th, 15th, or 21st of the month and the payments are due 25 days after they are billed. To request a change, send us a secure message through your online banking account or call our Collections team at 210-945-3300.

  • Can I get a payday loan advance from RBFCU?
    + -
    RBFCU does not offer payday loans. We do offer personal loans and line of credit loans as potential financing options. 
  • Can I pay off my loan online?
    + -

    To view and make payments on your RBFCU loan:
    1. Sign in to your Online Banking account.
    2. Under the “View Accounts” tab, review the 10-day and 15-day payoff amounts.
    3. Click on the three vertical dots next to the desired loan under the “Loans” section.
    4. From the “I Want To…” menu, select “Make Payment.”
    5. On the “Transfer Funds” screen, complete the required information.
    6. Click “Next.”
    7. Review the information for accuracy.
    8. Click “Submit.”

  • Do you charge an application fee or any other loan-related fees?
    + -

    RBFCU does not charge application fees, but we do collect the taxes required by each state.

  • How can I report a possible error with the servicing of my loan?
    + -

    To report a possible loan servicing error, call us at 210-945-3300, press option 3 and follow the menu options to reach the Consumer Lending Center or sign in to your online banking account and send us a secure message.

  • How do I check my loan status?
    + -

    For consumer loans, you can check your loan status by signing in to your online account, then selecting “Application Status” from the next menu. You can also call our Consumer Lending Center at 210-945-3300, press option 3 twice or visit your nearest branch.

    For a mortgage or business loan, please communicate with your loan officer regarding your loan status.

  • How do I finalize my consumer loan?
    + -

    Your lending specialist will let you know when your loan is ready to be finalized and what final steps are required. Depending on the type of loan, you may be able to complete all finalization with an electronic signature or at the dealership for auto loans.

  • How do I get my paperwork if I don't finalize at a branch?
    + -

    Documents requiring your signature can be sent to you by mail, email, DocuSign (a method of electronically obtaining your signature) or fax.

  • How does RBFCU verify my income if I'm self-employed?
    + -

    For self-employed individuals, RBFCU will require your complete tax returns for the past two years. Also, we will need to know if any IRS extensions were requested and granted. In most cases, only “net” income will be considered when self-employed.

  • How long of a term can I get on a personal loan?
    + -

    Personal loans are available with terms ranging up to 60 months. To apply for a personal loan, sign in to your online banking account. If you are not a member, you can apply online, then complete the membership application.

  • How long will it take my application to be approved?
    + -

    All consumer loan and credit card applications submitted to RBFCU are reviewed within one business day. 

  • How will I know if I was approved for my loan?
    + -

    A lending specialist will contact you within one business day of your application. You can also check your loan status by signing in to your Online Banking account or the RBFCU Mobile app.

  • I don't live near a branch. How do I sign my paperwork?
    + -

    Documents requiring your signature can be sent to you by mail, email, DocuSign (a method of electronically obtaining your signature) or fax. We will notify you if any documents must be mailed back to us with original signatures.

  • I have "Next Steps" on my loan status page. How do I complete them?
    + -

    “Next Steps” are documentation required (paystubs, notarized documents, etc.) to ensure we have all the information needed to process your loan. They will be removed from your loan status page as you complete them. In many cases, you can send a secure message with the required information. If original paperwork or documents are requested, you may bring them to a branch location or may communicate with your lending specialist regarding specifics.

  • Should I apply for a loan online or in a branch?
    + -

    You may apply for a consumer loan or a mortgage loan wherever is most convenient for you. Applying online may be easier because you can ensure you have all the necessary information (paychecks, loan amounts, etc.) to process your loan request, rather than not having all the required materials while applying at the branch. To get started, visit our Loans page or Home Loans page.

    For business loans (excluding business credit cards), call 210-945-3300, ext. 53800 to schedule an appointment with a business loan officer to begin the process.

  • What is the maximum limit for a personal loan?
    + -
    When you apply for a personal loan, we take your overall situation into consideration, including your income and any debts/obligations you may have. If you have a specific need for a certain amount, be sure to note it in the comments on your personal loan application. 

 

LINE OF CREDIT

  • Can I change my Line of Credit payment due date?
    + -

    To change your payment due date, the loan must be current and we require permission from all loan parties agreeing to the change. Line of Credit payments can only be billed on the 4th, 15th, or 21st of the month and the payments are due 25 days after they are billed. To request a change, send us a secure message through your online banking account or call our Collections team at 210-945-3300.

  • Can I get a payday loan advance from RBFCU?
    + -
    RBFCU does not offer payday loans. We do offer personal loans and line of credit loans as potential financing options. 
  • Do you charge an application fee or any other loan-related fees?
    + -

    RBFCU does not charge application fees, but we do collect the taxes required by each state.

  • How can I request a credit line increase?
    + -

    To increase your credit card or line of credit limit, you will need to submit a new credit application. You can complete the application through your online banking account. Just choose the product you currently have and indicate you want a credit line increase on the application.

  • How can I use a Line of Credit as overdraft protection?
    + -

    You can add a line of credit as overdraft protection when you open a new checking account. If you want to add it to an already established checking account, contact our Member Service Center at 210-945-3300 or send us a secure message through your online banking account.

    For more information, read “What You Need to Know About Overdraft Protection.”

  • How do I attach my line of credit to my checking account?
    + -

    If you already have a checking account with RBFCU, send a secure message through your online banking account and let us know which checking account you would like to protect with your line of credit.

    If you do not have a checking account, you can open one online. During the online opening process, you will have the option to attach your line of credit to your checking account and use it as overdraft protection.

    For more information, read “What You Need to Know About Overdraft Protection.”

  • How do I check my loan status?
    + -

    For consumer loans, you can check your loan status by signing in to your online account, then selecting “Application Status” from the next menu. You can also call our Consumer Lending Center at 210-945-3300, press option 3 twice or visit your nearest branch.

    For a mortgage or business loan, please communicate with your loan officer regarding your loan status.

  • How long will it take my application to be approved?
    + -

    All consumer loan and credit card applications submitted to RBFCU are reviewed within one business day. 

  • How will I know if I was approved for my loan?
    + -

    A lending specialist will contact you within one business day of your application. You can also check your loan status by signing in to your Online Banking account or the RBFCU Mobile app.

  • I don't live near a branch. How do I sign my paperwork?
    + -

    Documents requiring your signature can be sent to you by mail, email, DocuSign (a method of electronically obtaining your signature) or fax. We will notify you if any documents must be mailed back to us with original signatures.

  • I have "Next Steps" on my loan status page. How do I complete them?
    + -

    “Next Steps” are documentation required (paystubs, notarized documents, etc.) to ensure we have all the information needed to process your loan. They will be removed from your loan status page as you complete them. In many cases, you can send a secure message with the required information. If original paperwork or documents are requested, you may bring them to a branch location or may communicate with your lending specialist regarding specifics.

 

CREDIT BUILDER LOANS

  • Are RBFCU's loan decisions made locally?
    + -

    RBFCU loans are reviewed in-house at both our Austin and San Antonio headquarters.

  • Can I get a payday loan advance from RBFCU?
    + -
    RBFCU does not offer payday loans. We do offer personal loans and line of credit loans as potential financing options. 
  • Do you charge an application fee or any other loan-related fees?
    + -

    RBFCU does not charge application fees, but we do collect the taxes required by each state.

  • How do I check my loan status?
    + -

    For consumer loans, you can check your loan status by signing in to your online account, then selecting “Application Status” from the next menu. You can also call our Consumer Lending Center at 210-945-3300, press option 3 twice or visit your nearest branch.

    For a mortgage or business loan, please communicate with your loan officer regarding your loan status.

  • How long will it take my application to be approved?
    + -

    All consumer loan and credit card applications submitted to RBFCU are reviewed within one business day. 

  • How much will a Credit Builder Loan improve my credit score?
    + -
    There's no guarantee on how much a Credit Builder Loan will improve your credit score, because many different variables can affect your credit score. However, your credit report will reflect your successful completion of on-time, scheduled payments, which shows your commitment to being a responsible consumer. 
  • How will I know if I was approved for my loan?
    + -

    A lending specialist will contact you within one business day of your application. You can also check your loan status by signing in to your Online Banking account or the RBFCU Mobile app.

  • I don't live near a branch. How do I sign my paperwork?
    + -

    Documents requiring your signature can be sent to you by mail, email, DocuSign (a method of electronically obtaining your signature) or fax. We will notify you if any documents must be mailed back to us with original signatures.

  • I have "Next Steps" on my loan status page. How do I complete them?
    + -

    “Next Steps” are documentation required (paystubs, notarized documents, etc.) to ensure we have all the information needed to process your loan. They will be removed from your loan status page as you complete them. In many cases, you can send a secure message with the required information. If original paperwork or documents are requested, you may bring them to a branch location or may communicate with your lending specialist regarding specifics.

  • Is there a fee to get a Credit Builder Loan?
    + -

    There are no fees associated with applying for a loan. With a Credit Builder Loan, you will be required to pay interest on the loan, but you’ll receive a portion of that interest back in dividends on your funds monthly throughout the duration of the loan.

  • Once I pay off the Credit Builder Loan, will I qualify for another loan with RBFCU?
    + -

    Successfully completing a Credit Builder Loan doesn’t automatically qualify you for additional loan products. In every lending situation, our underwriters take a holistic review of your loan request, credit history and financial standing. However, the Credit Builder Loan is reflected as being paid on your credit report, so lenders may take this into account as a reflection of your financial responsibility.

  • What is a Credit Builder Loan?
    + -

    A Credit Builder Loan is a loan designed to assist members with no credit or past credit problems as they strive to establish a better credit history. The money borrowed is secured in the member’s savings account while regular payments are made. For more information, visit our Credit Builder Loan page.

  • What is the difference between a Credit Builder Loan and a personal loan?
    + -

    A Credit Builder Loan is a tool to build your credit. The biggest difference is that Credit Builder Loan funds are placed in an account for safekeeping while you make scheduled payments.

    A personal loan provides funds for your needs that are available immediately.

  • What's the difference between a Credit Builder Loan and a payday loan?
    + -

    A Credit Builder Loan allows you to hold a specific amount in an RBFCU savings account and make regular payments until you’ve paid the full loan amount. This loan option is intended to help you build a strong payment history that can be reflected on your credit report and considered when you make future lending requests.

    Payday loans, which RBFCU does not offer, provide instant funds for use, often at extremely high interest rates. If you currently have a payday loan and are struggling with high interest rates, you may want to consider refinancing those loans with an RBFCU personal loan.