General Questions
Q.What is a credit union?
A. A credit union is a not-for-profit organization that is owned by its members. The primary function of the credit union is to serve its members. Credit unions focus on the needs of all their members, instead of a limited number of shareholders. All members of the credit union have equal voting rights, regardless of the amount on deposit.
Q.Why are credit unions important?
A. Credit unions give a competitive edge to the marketplace by offering favorable rates and services. In turn, they create benefits to consumers of all financial institutions.
Q.Why would I choose a credit union?
A. You have the ability to put your money where you want. Credit unions typically offer lower fees, higher savings rates, lower loan rates, and more personalized service. Credit unions focus on their members and return their profits to the members through its products & service offerings and its rates.
Q.Who can join AurGroup Financial Credit Union?
A. AurGroup has partnered with over 100 businesses to be able to offer credit union membership as an employee benefit. We also are open to the Southwest Ohio communities of Butler, Warren and Hamilton Counties. Anyone who lives, works, worships or attends school in one of these counties is eligible to join AurGroup.
Q. Are my funds insured at a credit union?
A. American Share Insurance (ASI) insures every AurGroup members accounts up to $250,000 without limitation as to the number of accounts held. This is the highest deposit coverage available. No member has ever lost money in an ASI insured credit union. ASI's equity ratio is greater than that reported by the federal deposit insurance fund. For more information, please visit www.americanshare.com. This institution is not federally insured. Member accounts are not insured or guaranteed by any government or government-sponsored agency.
Q.Are credit unions regulated?
A. Credit unions are subject to much of the same consumer regulations as other financial institutions from both the state and national levels. In some cases, such as investments and mortgage lending, credit unions must adhere to more strict regulations.
Q.What are your hours of operation?
A. Our branches are open from 9-5:30 Monday, Tuesday & Thursday, Wednesday from 10-5:30, 9-6 on Fridays and from 9-12 on Saturdays (Fairfield, Fairfield Township & West Chester locations). All AurGroup ATMs allow you to make deposits, withdraw cash, transfer funds, make loan payments and get balance inquiries -- 24 hours a day / 7 days a week.
Q.Why do I need a savings account? I just wanted a loan.
A. Your savings account establishes your membership with the Credit Union. Once your savings account is opened with an initial $5.00 deposit, you may apply for any other service or loan product we have to offer.
Q.Where do I send a pay-off?
A. Payoffs can be given to a Member Service Representative at the branch nearest you or mailed to:
- AurGroup Financial Credit Union
8811 Holden Blvd.
Fairfield, OH 45014
Q.Do deposits post the same day they are made?
A. Yes, all deposits are effective immediately unless the Member Service Representative informs you that there will be a hold placed on the check. Immediate credit does not apply to ATM deposits.
Q.What is Shared Branching?
A. Shared branching is a national network of credit unions from all over the country that share facilities to give members nearly 5,000 convenient locations to perform transactions on their accounts just as if they were at their home credit union. Members can make deposits, withdrawals, cash checks, transfer funds, make loan payments, and more. To access your AurGroup accounts at a Shared Branching location, you will need to know your member ID number and have a valid picture ID (Driver's License, State ID, Military ID, or Passport). A list of Shared Branching locations can be found at: http://www.cuservicecenter.com/.
Q. How do I set up Direct Deposit of my payroll check?
A. If your employer participates in a direct deposit program, simply provide the human resource or payroll department at your company with your account number and our routing number: 242077121. Direct deposits will usually begin within the next 30 days.
Q.How do I change my address?
A. Members with a primary savings account can change their address in person at any branch location, by filling out and notarizing an address change form or online by logging into your online banking account and selecting the "other services" link on the left side of the page. For your security, we cannot accept change requests over the phone, through fax or email. Additionally, no member will be authorized to change the address of another person, excluding minor children, unless a Power of Attorney is on file.
Q.What is the difference between my balance and my available balance?
A. All of our members maintain a share in the credit union of $5. This stays in your savings throughout the life of your account. The balance represents the amount in your account including shares, check holds, and loan pledges. The available balance is the actual amount that you may withdraw from your account minus any outstanding or pending transactions.
Online & Mobile Banking
Please click here to view the online and mobile banking faq.
Bill Pay Questions
Q.Is online bill pay free?
A. Yes! Online bill pay is free to our members who have a checking account with AurGroup.
Q.How do I enroll in online bill pay?
A. To enroll in online bill pay, you must first be enrolled in online banking. Apply Now
Q.Is online bill pay secure?
A. Online bill pay is recommended by security experts as one of the safest ways to pay your bills. According to research, 90 percent of identity theft doesn't occur through the Internet.* Identity thieves still use the tried and true methods of stealing mail or discarded trash. Combined use of online banking and online bill pay helps to protect consumers against identity theft and check fraud. For additional security, online bill pay requires 128-bit encryption and personalized log-in information. *Research gathered by Javelin Strategy & Research.
Q.How are payments sent?
A. Payments are sent two ways: electronic and paper check. On average, electronic payments are sent to more than 70 percent of payees. For payees who can only accept checks, the subscriber's account is debited electronically and an authorized paper check is issued on behalf of the subscriber.
Q.What are the benefits of electronic payments?
A. Electronic is the fastest payment method for subscribers and greatly reduces the risk of human error. Electronic payments are received by the payee within 2-3 business days.
Q.What are the benefits of check payments?
A. Check payments allow you to pay anyone through your online bill pay account. No more postage or trips to the post office. Plus, check payments through online bill pay are electronically recorded, may be stopped before 2 p.m. Eastern time on the date they are scheduled to process, and are virtually tamper resistant. The estimated arrival time for checks is based upon the payee's zip code and is displayed while you schedule a payment.
Q.Are online bill payments guaranteed?
A. Online bill payments are not guaranteed by the US Postal Service or Automated Clearing House Network (ACH). However, online bill pay offers a payment success rate of 99.99 percent and greatly reduces the risk of human error. In the event a check payment is not received, our online bill pay support will stop and re-issue the payment, as well as provide proof of processing to the payee. Online bill pay also provides a history of your payments and payment information is integrated directly into account statements.
Q.When can payments be scheduled?
A. Payments may be submitted at any time, day or night. All payments should be scheduled according to process date and not according to due date. For example, payments should be scheduled to process before the actual due date. Estimated arrival times are automatically displayed during the scheduling process. We recommend scheduling first payments in advance to ensure timely delivery. Payments are electronically debited from your account on the process date. For same-day processing, please schedule payments before 3 p.m. Eastern time.
Q.Who can I pay with online bill pay?
A. With online bill pay, you can pay virtually anyone with a current address within the continental United States, Alaska, Hawaii, and Puerto Rico.
Q.What if I need more information?
A. For specific information or questions regarding our online bill pay service, please contact a Member Service Respresentative by calling our toll-free number at 888-442-7998 or 513-942-4422.
Checking Questions
Q. What is the easiest way to transfer my checking account from another institution?
A. Establish your AurGroup account, then write a check from your account at the other institution. Once all your checks from your other account have cleared and you've received your new checks and AurGroup Debit Card, close the account at the other financial institution.
Q. What is your routing number?
A. AurGroup's routing number is 242077121.
Q. What happens when I bounce a check?
A. AurGroup offers three different products that protect your checking account in circumstances when it is overdrawn. You can have your account set up to draft available funds from your savings account to cover the check. This is subject to a $4 transfer fee each time your account is overdrawn. You can apply for a line of credit that is tied to your checking. There is no fee for this service; however, you will be charged daily interest on the balance of the overdrawn funds until they have been repaid. You can utilize our Overdraft Privilege service. Overdraft Privilege is a member benefit that may protect your account in any event that you are accidentally overdrawn. Check items would be paid versus returned thus avoiding additional returned check fees. However, anytime you have non-sufficient funds in your checking account AurGroup charges a $35 service fee to cover the cost of these items.
Q. Will I receive fees from the company to whom I bounced the check?
A. It depends upon the company. Most companies do charge a fee for non-sufficient funds, but not all of them.
Q. How much does it cost to stop payment on a check?
A. There is a $35 fee for a stop payment request.
Q. How much is a box of checks?
A. The price of a box of checks ranges, starting around $19-$20 for a basic set.
Q. Can I order reorder checks online?
A. Yes. You can reorder checks online through your online banking account. Simply select the "Other Services" link on the left side of the page. If you have never ordered checks before and/or any of the information on your current checks needs to be updated (ie. address changes), you will need to contact the credit union to have your check order profile updated first.
Debit Cards
Q.Debit Card work?
A. You use a Debit Card much like you use a Credit Card, but the money is coming directly from your Checking Account. The amount of your purchase must be available in your Checking Account at the time the purchase is made (and until the transaction clears your account to avoid overdrafts). It also functions as an ATM card.
Q. How long does it to take for my new Debit Card to arrive?
A. Debit cards typically arrive within 7 to 10 business days after they have been ordered. The PIN for your debit card will arrive separately. When you receive your new card, you will need to activate it by taking it to any ATM and performing any transaction (balance inquiry, withdrawal, etc.). If you are unsure of your Personal Identification Number (PIN) or prefer to change it, please contact the credit union for assistance.
Q. How do I use my Debit Card at an ATM?
A. Simply insert your card into the Automated Teller Machine (ATM), enter your Personal Identification Number (PIN), and the screen will lead you through the transaction. You may make deposits, withdraw cash, transfer funds between accounts, and check your account balances at most ATMs.
Q. What if my ATM or Debit Card is lost or stolen?
A. If your Debit Card has been lost or stolen, it must be reported to AurGroup immediately by calling (513) 942-4422 or (888)442-7998. To protect your account from unauthorized use, memorize your PIN. Do not keep the PIN with your card.
Q. How much cash can I withdraw at an ATM?
A. You can withdraw up to $310 per day, provided the funds are available in your account.
Q. At which ATMs can I use my card?
A. Access to your funds is available through any AurGroup & Alliance One ATMs, as well as, ATMs within the PLUS, Pulse or Money Pass Networks.
Q. Are there any fees when I use my card for ATM transactions?
A. There are no fees, regardless of use, when you use your card at any AurGroup ATM. The first 8 monthly transactions done at an Alliance One or Money Pass ATM are also surcharge free. (Monthly withdrawals exceeding 8 transactions are subject to an AurGroup fee.) Please note: if you use your card at any non-AurGroup, non-Alliance One or non-Money Pass ATM, transactions could be subject to a fee by both AurGroup, as well as, the financial institution that owns the ATM.
Q. What is the difference between a Credit Card and a Debit Card?
A. Although you use a Debit Card much like you use a Credit Card, the method of payment is different. When using a Debit Card, you are using the money from your Checking Account. The amount of your purchase must be available in your Checking Account at the time the purchase is made and up through the time the transaction has cleared your account. When using a Credit Card, you are borrowing money against your available credit line. You pay that money back when you make your monthly payment.
Q. Does my Debit Card have spending limits?
A. The Debit Card spending limit is equal to the available balance in your Checking Account minus outstanding purchases that have not posted, with a daily total not to exceed $1,000.
Q. What does it mean when I use my Debit Card and the clerk asks "debit or credit?"
A. There are two types of Debit Card transactions: debit (PIN) and credit (signature). When paying for a purchase, the clerk will ask "debit or credit?" When you reply "debit" to the clerk, it becomes a PIN transaction. You are required to enter your Personal Identification Number (PIN) after the card has been swiped through a point of sale terminal. With PIN transactions, funds are withdrawn from your Checking Account immediately at the time of the transaction. When you reply "credit" to the clerk, it becomes a signature transaction. Signature transactions do not require your PIN but you do sign a slip to accept the transaction. With signature transactions, funds are held in your Checking Account at the time of purchase until the transactions post to your account in one to three days. You have up to 8 free "debit" transactions per month. Beyond the 8 free "debit" transactions, you will be charged a fee each time.
Q. Is there a fee to use my Debit Card for purchases?
A. There is no fee to use the Debit Card to make a purchase when you select "credit" at the point of sale. You have up to 8 free "debit" transactions per month. Beyond the 8 free "debit" transactions, you will be charged a fee each time.
Q. How do I keep track of my Debit Card purchases?
A. You receive a receipt from the merchant every time you use your card for a purchase. Record the amount of the purchase in your check register. Even if you lose your receipt, all purchases are detailed on your monthly Checking Account statement or you can view your transaction history online through our online banking service.
Q. How do I return merchandise purchased with my Debit Card?
A. Returns are made the same way you do with a Credit Card purchase. It is best to save both your cash register receipt and the transaction receipt until you are certain you are satisfied with your purchase. If you return an item, the purchase price will be credited to your Checking Account. Just like a Debit Card purchase, it may take a few days for the amount to be credited.
Q. Does overdraft protection on my Checking Account work with purchases I make with my Debit Card?
A. Yes, if you have your AurGroup savings account or line of credit tied to your checking account to overdraft funds when there is not enough money in your checking account to cover the purchase. You may also "opt-in" to our overdraft privilege service to cover purchases made with your debit card.
Q. What if a purchase posts to my Checking Account that I did not authorize?
A. If your AurGroup Debit Card has been lost, stolen, or you suspect unauthorized use, have peace of mind knowing you will not be responsible for unauthorized purchases. Report it to AurGroup immediately by calling (513) 942-4422 or (888) 442-7998. To protect your account from unauthorized use, memorize your PIN. Do not keep the PIN with your Debit Card.
Automatic Transfers
Q. Why can't I do more than six automatic transfers a month?
A. Regulation D is a federal regulation limiting the number of transfers from a "Savings" (non-transaction) share account. A "Savings" share account includes:
- Primary Savings
- Money Market
- Secondary Savings
- Online Banking
- Automatic transfers from a "savings" share account to a checking account to clear items due to insufficient funds.
- Call Center Representative
- Preauthorized transfers and debits from a "savings" share account.
Wire Transfers
Q. How do wire transfers work?
A. Wire transfers are really just accounting entries between two financial institutions. One institution enters a deposit entry while the other makes a withdraw. The transaction is "Wired" through the Federal Reserve's Fed wire System.
Q. Can I wire money to another financial institution or have another financial institution wire money to my account?
A. AurGroup can send and receive domestic and international wires for our members through a direct, electronic link through our corporate entity Corporate One Credit Union. To conduct an outgoing wire, the member must contact AurGroup with the other financial institution's wiring instructions during regular business hours.
If a member wants to have funds transfer to their AurGroup account, they must give the following information to the originating financial institution:
- CORPORATE ONE CREDIT UNION
- ABA/ROUTING # 244084264
- AurGroup Financial Credit Union
- Account Number # 242077121
- For Further Credit to Member's Name & Account #
Q: What are the wiring fees?
A. Outgoing wires within the United States are charged a $20.00 fee. Outside the United States are charged a $45.00.
ID Theft
Q: What is identity theft?
A. Identity theft occurs when someone uses your personal information such as your name, Social Security number, credit card number or other identifying information, without your permission to commit fraud or other crimes. Identity theft is a serious crime. People whose identities have been stolen can spend months or years -- and their hard-earned money -- cleaning up the mess thieves have made of their good name and credit record.
Q: How can you prevent identity theft?
A. Never give out personal information to someone who calls you. Occasionally, the fraud-detection network operated by Elan (the preferred partner we use for some card transactions) will call to confirm a transaction but will NEVER ask you for personal information. Regularly view your online credit card account statement or your debit card transactions to carefully watch for fraudulent activity. Contact us immediately if you discover a transaction on your AurGroup account that you have not authorized.
Q: What do I do if I think my identity has been stolen?
A. There are several things you can do:
- Contact the fraud departments of any one of the three major credit bureaus to place a fraud alert on your credit file. The fraud alert requests creditors to contact you before opening any new accounts or making any changes to your existing accounts. As soon as the credit bureau confirms your fraud alert, the other two credit bureaus will be automatically notified to place fraud alerts, and all three credit reports will be sent to you free of charge.
- Close the accounts that you know or believe have been tampered with or opened fraudulently.
- File a police report. Get a copy of the report to submit to your creditors and others that may require proof of the crime.
- File your complaint with the Federal Trade Commission. The FTC maintains a database of identity theft cases used by law enforcement agencies for investigations. Filing a complaint also helps the FTC learn more about identity theft and the problems victims are having so they can better assist you.
- If you are the victim of computer or Internet fraud, contact the Internet Crime Complaint Center.
Q: What are some best practices to avoid becoming a victim of identity theft?
A. Best practices include:
- Never access an organization's Web site from a link provided in an email, but only by typing in the actual URL.
- If you suspect an email may be phishing, contact the organization's customer support center immediately.
- Be very skeptical of "urgent" messages that require you to enter confidential information.
- Keep your Internet browser software up to date and use an anti-virus and anti-spam product.
- Check your online account balances and transaction regularly for any discrepancies.
- Purchase a paper shredder and shred all pre-approvals and any other information or receipts being discarded that lists personal financial information.
- Store financial information securely at home.
- Don't carry all credit cards.
- Be wary of the disposition of receipts that do not feature truncated (suppressed) account numbers.
- Understand encryption and the Internet before buying online and sign up for a plastic card authentication program, such as Verified By VISA.
- Review your credit report annually.
- Refuse to give out credit card, address, or other personal information to callers whom you don't know. It's best not to give out this information whatsoever unless you initiated the call and know with whom you are speaking.
- Never respond to emails from any financial institution or lender when they request your account information, regardless of how official-looking the e-mail might appear. Reputable financial institutions or credit card processors (such as VISA) would never ask you to forward this information to them.
- Don't print your driver license or Social Security number on your checks.
- Pay attention to your billing cycles. Follow up with creditors if your bills don't arrive on time. A missing credit card bill could mean an identity thief has taken over your account and changed your billing address to cover his tracks.
- Be wary of promotional scams. Identity thieves may use phony offers to get you to give them your personal information.
- Keep your purse or wallet in a safe place at work.
Q: What does AurGroup do to protect my identity?
A. To protect your private information, AurGroup requires a signature or your authenticated permission granted through your password protected online banking account to change your address. We are also happy to use a password (assigned by you) to confirm your identity before releasing information by phone. We also require the signatures of all account owners to change account ownership.
Q: What are other ways AurGroup can help you spot identity theft?
A. An excellent way to spot ID Theft and inaccuracies in your credit file is to take advantage of AurGroup's free credit report analysis service. You are also entitled to one free credit file disclosure in a 12 month period provided under the FACT Act (Fair And Accurate Credit Transactions Act -- an amendment to the Fair Credit Reporting Act). To request this free annual disclosure you may contact the Central Source to request this free annual disclosure by calling toll free (877) FACTACT, or by using the mail request form available at the Central Source Web site by clicking the following link: www.annualcreditreport.com
