Member Support

Need help? You’re in the right place. Many common issues can be solved right here, right now, without needing to contact Coast Central. If you find that your question isn’t answered here, feel free to contact us for additional assistance.

Block a Card
Has your Visa credit or debit card been lost or stolen? Contact Visa immediately to make a report:

(866) 896-4689
or block online via ReportMyCards.com

Your card will be blocked and a new Visa card number will be issued automatically (for you and any joint members using the same card number). Your new card(s) will be mailed and should arrive in about 7 to 10 business days. For added security, new PINs will be issued as well. You may visit any of our member services branches to change your PIN.

Please note that only future transactions can be blocked; any existing or pending charges (as of the time the card was blocked) will still go through. If you have concerns about pending charges, please contact our Member Support Center at (707) 445-8801.

Unblock a Card
If you receive a call or email from our Risk Management team regarding possible fraudulent activity on your Coast Central Visa Debit or credit card, they will provide you with the contact information needed to either confirm or deny fraudulent activity. Unusual out-of-the-area transaction activity is often what triggers these blocks, so the phone numbers are also provided below for those who may be traveling and need to unblock their card(s):

  •  For signature transactions, call (800) 294-2147. If out of the country, call collect: (206) 352-3516
  • For PIN-based transactions, call (888) 241-2440. If out of the country, call collect: (909) 941-1034.

Activate a Card
If you’ve received a new Visa credit or debit card and need to activate it, you may use one of the following options to enable it for immediate use:

Was your card blocked?
Country blocks and restrictions placed on Credit and Debit Cards are becoming more and more of an unfortunate reality within all financial institutions.  This is due to the rising high fraud that is occurring in particular countries, states, cities or particular types of merchants; all of which we monitor constantly to protect you. Unfortunately, sometimes these blocks can interfere with your travel plans. If you know you are planning a trip, please make sure to notify us so that we can exclude you from any restrictions that may be placed in the area you are traveling to. Also, If you are using your Debit card as a Credit card (with a signature) and you are declined, you may be able to run it through as a Debit transaction (which uses a PIN)–there are no restrictions placed on a the Debit side other than the daily limits and your account availability. As always, you can contact us if you have any questions.

Identity theft is becoming increasingly common in today’s world. By obtaining certain personal information (like your name, Social Security number, and credit card number), it is sometimes possible for an “identity thief” to incur debt and commit crimes using your good name.

Coast Central Credit Union is dedicated to keeping your personal information secure and confidential. We have policies and security systems in place to help safeguard your identity. However, many identity thieves obtain information through other means: by observing or invading your personal life. The following information is intended to keep you informed and to help you protect yourself against identity theft.

  • Federal Trade Commission (FTC): Provides information on how to “deter, detect, and defend” against identity theft, including information for consumers, businesses, law enforcement, military and media. Includes how to file a complaint and how to recover from identity theft.
  • California Office of Privacy Protection: Identity theft consumer education site with information on knowing your rights and how to tell if you’ve been a victim, with additional focus on cases involving children and the deceased. Includes how to organize your identity theft case and links to other helpful resources.

Your funds are secure at Coast Central Credit Union. How secure? For starters, the National Credit Union Administration (NCUA) insures your share accounts up to at least $250,000, backed by the full faith and credit of the United States government. Depending on how you structure your accounts, you may be able to increase this into multimillion dollar coverage.

The information below will help you determine your current insurance coverage, and how to maximize this coverage with joint accounts, trust accounts, Individual Retirement Accounts (IRAs), and more.

NOTICE OF CHANGES
IN TEMPORARY NCUA INSURANCE COVERAGE FOR TRANSACTION ACCOUNTS

 All funds in a ”noninterest-bearing transaction account” are insured in full by the National Credit Union Administration through December 31, 2012. This temporary unlimited coverage is in addition to, and separate from, the coverage of at least $250,000 available to members under the NCUA’s general share insurance rules. The term ”noninterest-bearing transaction account” includes a traditional share draft account (or demand deposit account) on which the insured credit union pays no interest or dividend. It does not include any transaction account that may earn interest or dividends, a negotiable order of withdrawal (”NOW”) account, moneymarket deposit account, and Interest on Lawyers Trust Account (”IOLTA”), even if share drafts may be drawn on the account. For more information about temporary NCUA insurance coverage of transaction accounts, visit www.ncua.gov.

NCUA Tools & Publications

Safety/Security Ratings
We take pride in the soundness of our institution. Please feel free to check Coast Central’s ratings with independent financial institution rating companies. Listed below are links to some major financial stability reporting sites, so that you may look up our reports and compare them with those of other institutions.

You can also check out our latest press releases to see what local publications are saying about our security ratings.

Following are some important documents and disclosures pertaining to your Coast Central accounts. Some are mandatory disclosures about our terms and conditions, while others are provided just to help you understand your accounts a little better. Our disclosures may be updated at any time, but we will notify you of any major changes that will affect your account. Please feel free to contact us if you have any questions or concerns.

Membership Information & Disclosures

Visa Credit & Debit Cards

Looking to add a new Coast Central service to your account? Following are many of the forms and applications you might need for adding to or updating your account.

If you fill out one of our secure online applications, our staff will begin processing your information and contact you promptly to follow up. Printed forms generally require a signature, so for the fastest service, you will need to print and return them to one of our locations. Applications can also be submitted by mail to:

2650 Harrison Avenue
Eureka, CA 95501

Online (Electronic) Forms

Printable (PDF) Forms

Frequently Asked Questions (FAQs)

Secure Email

Occasionally, we will need to send you an email (or you will need to send one to us) that contains secure information, such as your social security number or your account details. For those cases, we have a secure email system.

Why do we have a secure email system?

Your privacy and the security of your accounts is very important to us. If we need to send you information that may be sensitive (such as transaction information, or account numbers), it’s important that nobody but you can see it. Unfortunately, email may not always be secure–it has to pass through several other systems (such as your email provider’s computers) to get to you. We use technologies such as encryption to help protect messages, ensuring that nobody but you can read the email. However, any computers that had to pass that email on to get to you may still have copies of that message. The most effective way for us to protect you is to use this secure email service, which allows us to ensure that your information goes directly from us to you.

To read an email we’ve sent to you:

When we send you a secure email, you will get a message that says “You have received an encrypted message from Coast Central Credit Union.” that looks like this:

screen grab of secure email form

To access the message, open the attachment, and click the button labeled “Read Your Secure Message”.

secure-email-attachment

If you haven’t received a secure message from us before, you will need to enter your name and create a password. If you have already enrolled, you will just need to enter your password:

secure-email-login

Your email message will appear. From here, you will be able to use our system like any other email client, allowing you to print your message, download attachments or reply to your message.

secure-email-message

Of course, if you have any questions, you are welcome to contact us or come into a location.

With the wide variety of financial services now available to you online, there’s almost no need to leave your house to take care of business. You can receive your paycheck electronically via direct deposit, then manage your funds and pay bills online without ever having to visit a member services branch. Take advantage of some or all of the following free services to make your life easier!

Online & Voice Banking

Access your accounts anytime, anywhere via computer, mobile device, or touchtone phone with Coast Central Online, our free online banking service! You can check your balance over the phone, make transfers with your mobile while waiting in line at the grocery store, or pay your bills while you watch TV at home. You can take care of business without ever having to leave the comfort of your home or office. Coast Central Online is all about simplifying your financial life.

Coast Central Online: Just sign in using the login box in the upper right corner or the lower right corner of the page!

  • By Phone: Just call (707) 840-0333 or (800) 922-8880 and follow the step-by-step instructions.
  • New Online Banking: Coming mid-May, our online banking will be getting an upgrade! Learn more.

Online Bill Pay

Coast Central Online also features a full-featured Bill Pay system that allows you to view, manage, and pay all of your bills in one easy and secure screen. Just click on “Bill Payment” within Coast Central Online to get started – it’s quick, simple, and most everyday payments are free! (Certain special features, such as expedited payments, will incur small charges.)

You can even pay bills from more than one checking account! Simply contact us, and we’ll be happy to help you get started.

When you need to transfer money to a friend or colleague on-the-go, try Coast Central Popmoney! This Bill Pay feature allows you to send funds authorizations from your account directly to someone’s email address or mobile phone (via text message). They’ll be able to open the request and enter their account information, which initiates a transfer that will arrive within just a few business days.

E-Services (Statements, Letters, & Alerts)

E-Services are a quicker, more secure way to receive statements, letters, and even automatic account alerts from Coast Central. Instead of having to wait for a paper statement to arrive in the mail (and having to worry whether it might be intercepted by a mail thief or roommate), you’ll receive an email and/or text message notification that your latest statement is available. You’ll also be notified if you have new letters or other correspondence available to view, and an online archive of at least 18 months will be maintained within online banking for your future reference. You can view or print your documents whenever you need to. Best of all, it’s free! E-Services also give you access to a variety of different account alerts (E-Alerts), which are customizable email and/or text notifications about activity on your accounts. You can choose to receive alerts when your checking balance goes below a certain threshold, when a loan payment is coming due, or for a number of other useful circumstances. You can even set up personal alerts to be delivered whenever you like, such as birthday notifications or appointment reminders.

You can sign up via online banking to switch your statement delivery method instantly! Just click on “E-Services Setup” and follow the steps to get started. You’ll use this same screen to manage your settings, set up new alerts, and view recent activity.

Mobile & Text Banking

You can access coastccu.org (including all functions within online banking) via most smartphones and mobile devices. As long as you have the ability to easily navigate the internet (scroll and zoom in/out), you should have no problem logging in and doing transactions just like you would at home or work. You can also use our free mobile app, available for Android and iOS. Simply download the app to your phone or tablet and log in as you normally would.

CheckFlash Mobile Deposit

If you’re having trouble with our CheckFlash mobile deposit, you may be able to find the answer to your question below.

CheckFlash is the newest addition to our mobile banking app, and allows you to make deposits by simply taking a picture of the front and back of the check. You can make your deposit any time, and there is no need to come to a member services branch or even visit an ATM!

The process is very simple. Using your mobile banking app, you simply take a picture of the front and back of a check that you’d like to deposit. That’s it! Your check image is securely sent to us, and we’ll process it for you.

After you’re done with your deposit, we recommend keeping your check for at least 7 days in case there are any questions. It may be helpful to write yourself a note on the check (such as “deposited with CheckFlash”). After that time, you may destroy the check however you like.

In most cases, your deposits follow our standard availability policy (similar to deposits at an ATM). There may be some rare cases where there are additional delays (such as during system maintenance). Note that checks may be subject to our hold policy, which may cause delays in availability.  For clarification on our check hold and availability policies, please contact us.

You can use CheckFlash as much as you’d like. However, you are limited to $5,000 in deposits per business day (deposits made after midnight or on weekends/holidays count toward the next business day).

CheckFlash is a part of our current mobile app. If you have our app and are able to use CheckFlash, you should see a deposit icon like this:

cf-make-a-deposit

As soon as you see that icon, you’re set—just tap that icon to get started! If you don’t see the deposit icon, there may be several reasons. For more information, see: “Why am I Getting an Error?“.

If you’re not already using our mobile banking app, now’s a great time to get started! The app is available for Android and iOS devices (see the technical requirements if you have questions about your specific device).

google-play-badge

app-store-badge

 

While there are a few prerequisites to being able to deposit checks, they aren’t very complicated. You do need to:

  • Have a checking account
  • Be at least 18 years old
  • Have an email address on file with us
  • Have a current postal address on file with us
  • Have your accounts in good standing with us

CheckFlash won’t work in certain situations, such as if you have delinquent loans or a frozen account. If you feel you should be able to deposit checks but aren’t able to, double-check that your device meets the minimum requirements to run CheckFlash. If you have any other questions, please contact us.

The requirements for CheckFlash are the same as the requirements for our current mobile banking app. If you are able to use our app, we encourage you to try making a deposit!

We have successfully tested our app on Apple devices running iOS 7 and up, and on Android devices running version 4.0.3 and up. While we do list these as minimum requirements, these are simply what we have tested our app on. We can’t support devices older than this, but you are welcome to try installing our app to see if it will work. Please note that, due to huge variations in Android devices (camera quality, manufacturer and carrier customizations, etc.), it is possible that CheckFlash will not work even if your device meets these requirements.

A note on “rooted” or “jailbroken” devices:
“Rooting” and “jailbreaking” refer to removing the manufacturer’s protections from your device, and often also involve running custom software. We do not support running CheckFlash on rooted or jailbroken devices. While we cannot and will not prevent you from using our app on a modified device, we cannot support devices that have been rooted or jailbroken. We strongly discourage doing mobile banking on devices that have had the manufacturer’s protections removed.

  • Properly fill out the check and write clearly.
    A properly filled-out check, with clearly written text, is easier to photograph. The app electronically reads handwriting, and the more it can read, the better the chance it will be accepted.
  • Enter the correct amount of the deposit in the CheckFlash app.
    A check may be rejected or delayed if you put a different amount in the app than is written on the check.
  • Avoid stray marks on the check.
    Similar to writing clearly, stray marks may make it harder for the app to read your handwriting.
  • Take the clearest picture you can.
    Blurry pictures and pictures with poor lighting make it harder to process. While our app is good at reading writing, it does need a good sample to read! (A tip: after you’ve taken the picture of your check, you can zoom in by tapping the small image of the check. If it’s hard for you to read, you may want to try taking it again.)
  • Line up your check in the camera window.
    If your camera provides alignment marks, use them. Try to get the check image to fill the screen and make sure the entire check is visible. Also, try to get the picture “straight on” to the check, not off at an angle.
  • Try to get the strongest signal you can.
    In order to submit your check image, you need a good connection to the internet. Try to get the strongest signal you can. If it’s taking a while to send in your check (or the loading “spinner” isn’t going away), look for a place with a stronger connection or connect to wi-fi.

There are several reasons you may see an error while you’re using CheckFlash. Many issues can be corrected by following our tips, but you may have a specific issue you are encountering.

  • The deposit icon is spinning constantly
    You most likely have an issue with your signal strength. Try moving to a location with a stronger signal. You may need to completely exit the app and start over if you are “stuck” in the loading screen.
  • I don’t see the deposit icon
    There could be several reasons for this. First, make sure that your device meets the technical requirements to run CheckFlash. You may also want to make sure that your account is compatible with CheckFlash. If you meet those requirements but still aren’t able to make a deposit, make sure that you are running the latest version of our app. You may also wish to remove and re-download the app.
  • You get the error “You have exceeded your daily deposit limit”
    Each member is limited to $5,000 in total deposits each business day. If you go over this limit in part or in whole, your deposit may be held for review or rejected. Please note that deposits made until 11:59pm are counted toward the current business day. Also, deposits made on weekends and holidays count toward the next business day’s limit.
  • You get the error “Check appears to have been deposited earlier”
    The CheckFlash service is able to determine duplicate submissions using the routing information and check number. If this check has already been deposited (either using CheckFlash or another check deposit service), you will not be able to deposit it again. If you are confident that you have not already deposited the check, you can deposit it at any ATM, by coming in to any office, or by mailing it to us.
  • You get the error “Front or back image cannot be processed”
    The check image wasn’t able to be read by our app. Either your device’s camera isn’t high enough quality (at least 1.9MP with autofocus), or the check image was blurry or otherwise unreadable. Click “back” to try depositing it again.

If you are still having trouble, you can contact us, or you can come in to any member services branch. We will be happy to help you!

Personal Accounts

The following questions are commonly asked about personal accounts, including overdrafts, debit card usage, and more. Check to see if your question is answered here – it may have a quicker solution than you think!

Coast Central’s routing number (also known as a transit number) is 321172248. This will appear in the line of numbers at the bottom of your checks, followed by the check number, then followed by your 12-digit checking account number (which is different from your member number).

As a credit union, we are owned by our members (as opposed to outside shareholders). This $50 represents your share of ownership and helps to conduct some of our day-to-day operations. Should you ever need to close your account after it’s been open more than 90 days, this $50 will be available to you in full.

Incoming direct deposits are set up on the depositor’s end (usually an employer or government agency). They will need Coast Central’s routing number and your account number in order to initiate direct deposits to your checking. Ask them for any paperwork you may need to fill out (none will be necessary on our end).

Coast Central’s routing number is 321172248. If you have checks, this will appear in the line of numbers at the bottom of each one, followed by the check number. Your checking account number will appear here as well (12 digits), on the right. If you don’t use checks, you can call us or drop by any of our locations to obtain your checking account number.

If you are requesting that the deposit be made to a savings account, your account number will be your member number, plus the applicable account type (e.g. S1). For processing purposes, many companies will require all digits (no letters) in an account number. In this case, please use a “5” in place of the “S.” For example, a Membership Savings is called an S1, so you would tell your depositor to use the account number 12345S1, or 1234551. An S7 (Liquid Assets) would be 12345S7, or 1234557. An S7.1 account would be 12345571.

You may receive a letter (or E-Letter, if you’re subscribed to our E-Statements services) notifying you that a direct deposit will soon begin for your account. This is simply a required notification confirming that your deposit has been set up properly.

To change the account to which your direct deposit is sent, please update the depositor with your new information.

If a check you deposit has to be returned for insufficient funds, your account will be charged a small fee and the amount of the check will be deducted as well. If you cashed all or part of the check, this could trigger an overdraft situation (but you will not be charged an additional fee for having a negative balance). You will need to contact the person who wrote you the check to ask about repayment. If you ever have any doubts as to the authenticity of a check or whether it might bounce, it’s always a good idea to hold those funds in your account for several business days to make sure the check clears.

These days, there are a lot more ways to pay bills besides cash or a check. Coast Central Online, our online banking system, can help you set up payees and request cashier’s checks to be mailed to any payee of your choice.

Depending upon the person or company you’re paying, you may also be able to set up bill pay via ACH (Automated Clearing House) transfers or credit/debit card payments online. Companies like PG&E, AT&T, City Garbage of Eureka, various mobile phone service providers, and many more will accept this kind of payment. You may either visit their website and sign up to pay your bills online, or manage many bills from one place with a site like MyCheckFree.

To set up electronic payments from your account, you will need your routing number and account number. You can use the same guidelines as above, regarding direct deposits, to obtain the appropriate numbers.

You may receive a letter (or E-Letter, if you’re subscribed to our E-Statements services) notifying you that an automatic transfer will soon begin from your account. This is simply a required notification confirming that your transfer relationship has been set up properly.

To open an account or to change your name, you need to bring in at least 2 forms of ID. At least one of the forms needs to be a state or federally-issued ID, such as a driver’s license or a military ID. We will also need one other form of ID with the matching name, such as an insurance card, Social Security card, or an existing credit card.

Although our checking accounts theoretically come with monthly service charges, we offer many ways to have these automatically waived. Approximately 80% of our members pay no fees on their Basic Checking accounts by meeting one of the following qualifying factors:

Basic Checking Fee Waiver Qualifications

  • Enrolled in Monthly E-Statement Services
  • Any direct deposit is made to the account during the month
  • You have an open loan with a balance of $1,000 or higher (excluding Visas and lines of credit)
  • You have a minimum daily balance in the account of $500 or more
  • Your combined balances in all accounts at the credit union are $3,000 or higher
  • The primary member on the account is age 60 or older (see “Primetime Checking” below)

Interest Checking Fee Waiver Qualifications

  • Any direct deposit is made to the account during the month
  • You have an open loan with a balance of $1,000 or higher (excluding Visas and lines of credit)
  • Your combined balances in all accounts at the credit union are $5,000 or higher
  • The primary member on the account is age 60 or older (see “Primetime Checking” below)

Some of these factors can be determined automatically by our computer system, but others (for instance, if the qualifying factor is established across multiple member numbers) may need to be brought to our attention. If you find that you’re paying a monthly service charge but do in fact meet one (or more) of the above qualifiers, please contact us.

Qualification for monthly fee waiver is evaluated on a month-to-month basis, with balance evaluations taking place on the 27th of each month.

Each member will have their own record-keeping preferences; what’s most important is that you do keep a record in some way of each and every transaction you make. Even if you have a knack for keeping track of things in your head, we always recommend keeping a written register of all debit and credit transactions to your account. We can provide you with a transaction register if you drop by any of our member services branches, and these are usually included with every box of checks you order through us.

If you’re concerned about the time it takes to note every transaction immediately, you can keep track at intervals of your preference if you make sure to keep a receipt for every transaction you make. In this case, be sure to check your online banking transaction history, E-Statements, or paper statements regularly to ensure that all transactions have cleared (and that no unexpected or unauthorized ones have occurred). This will help you keep your balances in check much better than memory or a quick balance inquiry.

Important: If you rely solely upon balance inquiries via ATM or online banking, we cannot guarantee that the stated balance (or even the available balance) is fully accurate. Coast Central cannot control the amount of funds charged or held by merchants, which can sometimes differ substantially from the balance on our system. You may also have outstanding checks which have not yet cleared. You need to keep track of what has cleared on your account, and what may still be pending, in order to know how much you can spend.

You may notice that your vouchers (receipts), online banking, and some other documents list a balance and an “available” balance. The available balance takes into account any pending holds on your account due to debit card purchases or check holds (often including ATM deposits). Transactions attempted for more than this amount will be declined.

Amounts held by pending debit card purchases generally drop off when the transaction clears (when it is withdrawn from your actual balance), within a few business days. ATM deposit holds are generally removed on the same or next business day; if you are concerned about when funds will be available, please contact our Member Support Center. Check holds placed at the time of deposit will be released on the date printed on your voucher, unless we notify you otherwise.

Important: Please note that while our system may state a particular available balance, we cannot guarantee that amounts held on your account are accurate. Coast Central cannot control the amount of funds charged or held by merchants, which can sometimes differ substantially from the balance on our system. You may also have outstanding checks which have not yet cleared. You need to keep track of what has cleared on your account, and what may still be pending, in order to know how much you can spend.

Since your Visa Debit Card is accepted both as a debit card and anywhere Visa credit cards are accepted, it may be run as either a “debit” or a “credit” transaction. Debit purchases (when you use your PIN) are processed through a different system and allow for immediate withdrawal of funds from your account. Credit purchases (non-PIN transactions) hold for an amount specified by the merchant, then are “cleared” from your account when the transaction posts, generally within a few days. If the transaction does not post within 3 days, the hold for the specific amount expires on the third day and the funds become available again. Even though the funds become available again, you are still responsible for the transaction and you must leave sufficient amount of funds in your account to cover the charge.

Credit transactions generally require a signature but in accordance with recent regulations, merchants are allowed to perform transactions under certain threshold amounts without a signature. Please contact our Member Support Center for additional details.

Members are generally required to be 18 years old in order to open a checking account and apply for debit card services. In some cases, usually when a minor is working and requires regular ATM deposit/withdrawal activity, a minor checking account may be approved with a parent or guardian as cosigner. The minor must demonstrate a need for these services. Their cosigner must be approved by the credit union and assumes all financial responsibility for the minor’s use of the account.

Notify the credit union immediately (or as soon as possible if discovered outside of business hours). You can call our Member Support Center at (707) 445-8801, or during evenings and weekends, you may be able to visit our Bayshore Mall or Ray’s Food Place locations. See our Contact Section for exact hours of availability.

If your checkbook has been lost or stolen, we will need to close your checking account in order to prevent any unauthorized activity. Specific outstanding check numbers may be approved to clear with your permission. You will need to order new checks and shred any of your old existing supply. Unless your Visa Debit Card has also been lost or stolen, however, you can usually continue to use the same card. It will only need to be reprogrammed to match your new checking account information.

In the event that you later find your lost checkbook, you may be able to reopen your checking account, depending on the circumstances. If there has been any possibility of an outside party obtaining some of your checks (or even noting the information on them for later abuse), we advise keeping the old account closed and starting fresh.

Notify the credit union immediately (or as soon as possible if discovered outside of business hours). You can call our Member Support Center at (707) 445-8801, or during evenings and weekends, you may call (800) 682-6075 to block the card directly with our processor. During some evening and weekend hours, you may also be able to visit our Bayshore Mall or Ray’s Food Place locations. See our Locations & Hours section for exact hours of availability.

When a debit card is lost or stolen, the card number must be blocked, including any additional cards (with the same number) belonging to joint members. A new card (or cards) will be issued automatically and sent to the mailing address on file for your account. For your security, a new PIN will be issued for each card as well. You may change your PIN by visiting any of our member services branches during business hours.

Cards are blocked at the time of notification (either to us or our processor), so any charges made prior to this time will still attempt to process. If you are worried about unauthorized charges, please contact us.

If you see a transaction on your Coast Central Visa Debit Card and believe it is unauthorized, the best thing to do first is to contact the company who made the charge. If a number is listed within the transaction (in your statement’s account history or online banking), try giving them a call. You can also use directory assistance or search the Internet for contact information. Sometimes unexpected charges turn out to be legitimate (the company name may vary from what you were expecting), or it could be a simple misunderstanding. If you are positive the charge was unauthorized (and you did not participate whatsoever), you may pursue a Visa dispute through Coast Central.

To begin the dispute process, come in to any member services branch and fill out a Visa dispute form. If you live out of the area, you may also send a letter with your name, member number, and the charge(s) in question. Please provide as much information as possible, and your signature is required. Mail the letter to:

Coast Central Credit Union
Attn: Card Services Department
2650 Harrison Avenue
Eureka, CA 95501
If you have questions about the dispute process, our Card Services Department can be reached at (707) 445-8801, ext. 291.

Once we receive your dispute, Our Card Services Department will review your request and investigate the situation. If they find the charge(s) to be fraudulent or unauthorized, you will receive a credit. Please refer to our EFT Disclosure for specific details on error resolution.

Please note that if you participated in the transaction(s), you will need to attempt to resolve the situation with the merchant. Refer to the terms and conditions applicable to your relationship with them. For example, charges resulting from “free trial” periods generally do not qualify as unauthorized. If you complied with the merchant’s terms and conditions and are unable to resolve the situation with them, you may pursue a Visa dispute through Coast Central.

If you received merchandise and returned it for a refund, a dispute cannot be filed until 30 days after the return date (to give the merchant time to issue a credit). If 30 days have passed and no credit has been received, you may pursue a Visa dispute. You must provide a copy of your shipping receipt showing the tracking number and that the package was insured.

For ATM disputes (transactions made at an ATM, not through a merchant), you may also be able to resolve the issue by calling our Member Support Center at (707) 445-8801.

Although our checking accounts include a low monthly service charge, there are many ways to waive this fee if you qualify. The following factors (determined on a month-to-month basis) will waive this monthly fee. Please see the above “Is my checking account free?” question at the top of this section for a full list of fee waiver qualifications.

If you find that you do meet one or more of the above qualifications, please contact us. Some of these qualifiers can be determined automatically by our computer system, but others (for instance if the qualifier is established across more than one member number) must be loaded manually. We would be happy to evaluate your account and find out whether you’re eligible for a monthly service charge waiver.

All Coast Central ATMs are available to our members at no charge (click here for locations). Transactions made at outside ATMs will incur a $1.50 foreign transaction fee. If you use an ATM belonging to another financial institution, they may charge you a fee as well – up to several dollars per transaction. If you are unable to visit one of our ATMs, your best bet is to locate a Co-Op Network ATM. Since Coast Central belongs to the Co-Op ATM Network, our members can use any ATMs on this network with no additional surcharge.

You can also locate a Co-Op ATM with your mobile device if you’re out and about. If you text message your current location (address/intersection and zip code) to 91989, you will receive a text message reply with the closest Co-Op ATM(s). This is a free service, but be sure you know your mobile service provider’s rules about fees as well.

This small charge is applied whenever you do a transaction at an outside/foreign (non-Coast Central) ATM. To avoid paying a fee, use a Coast Central ATM whenever possible.

Other financial institutions may charge you a (generally much higher) fee for using their ATMs as well. You can avoid fees from outside institutions by locating a Co-Op Network ATM. See question above (“Which ATMs can I use for free?”) for additional details.

You have a number of options for reordering your Coast Central checks. As long as your previous order was placed through us (or our check vendor, Deluxe) you may use any of the following options:

  • Within Coast Central Online (click on “More Options” then “Reorder Checks”)
  • Online through Deluxe.com
  • Via phone (interactive voice response) at (877) 838-5287
  • In person at any of our member services branches

If you need to make changes to your address or other printed information on your checks, please visit us in person or speak with Deluxe representative by phone.

“Verified By Visa” is an extra layer of added security that some online merchants use to increase the security of your online transactions. When you go to make a purchase at a participating merchant, you will be prompted to set up a password that will be asked of you each time you use another VBV merchant in the future. As this method gains in popularity, it helps increasingly to protect you from online fraud. If someone has your lost or stolen Visa card, or has obtained unauthorized access to your card information, they won’t get far without your VBV password.

You can also use Verified By Visa to change or reset your password, view participating merchants, see a demo of how the service works, and read even more frequently asked questions. You can register for the service there as well, if you haven’t already.

Visa cards are accepted at many merchants worldwide, but due to high fraud rates in certain countries, credit or debit transactions may be blocked (or blocked above certain limits). Even in countries with no such restrictions or within the U.S., our card processor may flag unusual activity as fraudulent and try to contact you to verify transactions. If they are unable to reach you, your card may be temporarily blocked while we wait for your verification.

Be sure to notify our Member Support Center at (707) 445-8801 whenever you’re traveling out of the area, to see if there are any current transaction limits or blocks to be aware of. We can also place a note on your account regarding where and when you’ll be away – this allows us to verify seemingly suspicious transactions much more quickly without having to contact you for verification.

Courtesy Pay is a discretionary overdraft convenience service offered to qualified members which helps to minimize declined transactions and bounced checks. If approved, it is applied in addition to ordinary overdraft protection (via automatic account transfer), and is only applied if available funds in all applicable accounts have been completely depleted.

Without this service, a check written against insufficient funds would bounce – sometimes multiple times if the merchant continues to resubmit it, incurring a fee each time. With Courtesy Pay, the check clears (if within the applicable limit), preventing inconvenience for both you (the member) and your payee(s). One fee is charged and the overdraft situation can be more quickly and easily resolved.

If you are qualified for Courtesy Pay, you will receive a letter informing you of how the program works, including all terms and conditions. New member accounts will be evaluated after 45 days. You may opt out of Courtesy Pay at any time.

A Courtesy Pay fee is charged each time Coast Central pays a transaction for you to cover an overdraft. Instead of bouncing the check and returning it for insufficient funds, we cover it to protect your relationship with your payee(s). You then only need to repay the credit union for the overdraft and fee(s), saving you the inconvenience and time ordinarily involved in renegotiating payment with each payee.

Different from a Courtesy Pay fee, an “overdraft fee” is charged when we must make a transfer from one of your accounts to another, to cover what would otherwise be an overdraft. When funds are present in another account, this can be preferable to the higher Courtesy Pay charge to cover your transaction(s).

Sometimes, when only some of the funds needed to cover an overdraft are present in other accounts, our computer system will transfer whatever it can before Courtesy Pay (if applicable) kicks in. You may experience an overdraft fee in addition to a Courtesy Pay fee in this case.

Overdraft transfers can only be made for accounts authorized by the member for this purpose. Please contact us if you are unsure which accounts you have set up for overdraft protection, or complete an Overdraft Protection Authorization Form to update your coverage.

The best way to prevent overdrafts is to keep careful track of your transactions. You may choose to document every purchase as it is made, or periodically check your receipts against your online banking account history, E-Statements, or paper statements, depending upon your situation. The bottom line is, the better you document your account activity, the better you know what your balance really is and how much you can spend.

Important: You should not rely solely upon the balance stated on your receipt or online banking in order to determine how much you can spend. These balances (even your stated “available” balance) may not include all applicable holds to your account. You may have outstanding checks or debit purchases which have not yet cleared, and debit card purchases are not always held for the exact amount of your transactions. Coast Central cannot control the amounts held or charged by merchants, nor the order or timing of cleared checks, so it is always best to keep track of your actual transactions as they occur.

New memberships (with checking accounts) are automatically evaluated after 45 days. If qualified, you will receive a letter welcoming you to the Courtesy Pay service and explaining our terms and conditions. If you do not receive this letter, you may need to establish more positive account history with us before you’ll be qualified.

If you’ve been a member for some time, you may already have this service (your qualification letter may have been sent quite some time ago). If you’re curious to see whether you have Courtesy Pay already, please contact our Member Support Center.

You may opt out of Courtesy Pay overdraft protection at any time. Simply call or write us with your request.

Opting back in later is a possibility; however, you may have to re-qualify.

Personal accounts with Courtesy Pay have a limit of up to $800; business accounts have a limit of up to $1,500.

When the reasons for overdrafts are unclear, the best thing to do is sit down with your statement or online banking history, then go over each transaction in chronological order (this is not always the same order that they appear on your account history). When transactions are posted to your account on a different day, the original date is shown on that transaction line in your account history. You may also need to check receipts in order to determine the exact order that transactions were placed.

Start with a previous day’s balance, before fees started occurring and when you know everything was in order with your account. As you subtract transactions in the order they occurred (again, do not necessarily use the order on your account history), you should begin to see what happened. The most common reason for unexpected overdrafts is the assumption that sufficient funds were present in the account. If you forgot about an outstanding check or hadn’t taken a pending debit card transaction into account, you (or a joint member) might have spent funds that weren’t actually there.

If you go through this process and still can’t determine how the overdraft(s) occurred, please contact our Member Support Center or drop by one of our member services branches. We’ll help you sort out your transactions and figure out what went wrong.

You’ll want to choose an overdraft protection method that best suits the way you use your accounts, and the way you would like your transactions to be handled. You may use the following information for guidance:

If you keep close, careful track of your balances, and you prioritize the clearing of your transactions, Courtesy Pay can help you avoid the inconvenience and embarrassment of a declined card or bounced checks. Since Courtesy Pay allows your check(s) to clear up to your approved limit, you save yourself the trouble of having to renegotiate payment with your payees. Please note that you must be qualified to receive Courtesy Pay services.

If you are primarily a debit card user, especially if you don’t keep close track of your transactions, you may find that Courtesy Pay is more of a burden than a convenience for you. Since a fee is charged for each transaction we cover beyond a zero balance, these can sometimes rack up quickly. If you’d prefer to have most transactions declined when there are insufficient funds in your account, you may choose to opt out of Courtesy Pay.

General overdraft protection (via automatic account transfer) incurs a significantly lower fee to transfer funds from other credit union accounts. This service also attempts to cover multiple transactions at once by transferring funds in $100 intervals, which helps to save you money. If funds are present in another designated account, this transfer will be made; otherwise, transactions are usually declined. You will need to fill out an Overdraft Protection Authorization Form to request this service for your account.

You may also elect to set up no overdraft protection at all. If you never keep funds in any other account besides checking, or if you prefer to keep your savings funds separate and not connected to your checking account, this option may benefit you. Most debit card transactions will decline if there are insufficient funds in checking.

Important: Since Coast Central cannot control the way that merchants choose to hold funds or charge you for your purchases, it is not guaranteed that every transaction will decline if there are insufficient funds in your account. Many gas stations, for example, initially hold only $1.00 instead of the full transaction amount. Thus the transaction may be approved if you only have $5.00 in your account, but when the full amount clears, you will become overdrawn if the transaction amount is more than $5.00. Please keep careful track of your transactions to be sure you don’t spend more than you have available.

If you attempt a transaction which totals more than the available balance in your checking, our system will attempt to make transfers from accounts you designate (provided you have requested this service). You may select up to four accounts that our system will try before a transaction is declined.

Overdraft transfers are made in increments of $100 when possible, always rounding up to the nearest $100 in order to cover additional transactions. Since an overdraft fee is charged for each transfer, our system tries to anticipate and cover future transactions as well, to prevent you from receiving multiple overdraft fees whenever possible.

Occasionally, an ATM or Point of Sale (POS) purchase will decline even when a member has overdraft protection. This occurs when funds are not present in the first or second designated savings accounts, because our system may time out before the third account on these types of transactions. If this occurs, please contact our Member Support Center for assistance.

If you have overdraft protection set up to draw funds from a line of credit or Visa card, transfers will fail if you are late on your loan payment (even by one day). Amending this situation should resolve the problem.

Overdraft protection can only transfer funds from available balances. If you have a check hold on one of your designated accounts or a pending ATM deposit, these funds cannot be used for overdraft protection until the hold is released. Likewise, the $50.00 held in your Membership Savings is unavailable for overdraft transfers.

We recognize that Courtesy Pay fees can sometimes rack up faster than anticipated, and sometimes you need time to pay things back. For this reason we offer a Fresh Start Repayment Plan, which allows you to convert your entire Courtesy Pay-related overdraft into a small loan-like account (interest free), then pay it off over a period of up to four months. This clears out your checking account, bringing it back to a zero balance so you can “start fresh.”

To set up a Fresh Start Repayment Plan, visit any of our Member Services Branches, or call our Member Support Center for more details. If you have already taken advantage of this program, and have since been re-qualified for Courtesy Pay, you may be able to set up another Fresh Start. This decision will be made at our discretion.

Regulation E, also known as the Electronic Funds Transfer (EFT) Act, is a federal regulation that affects your rights and liabilities as a banking consumer. In 2010, the U.S. federal government updated Regulation E and made some major changes that affect our members with overdraft protection.

Beginning August 15, 2010, Regulation E required us to “opt out” all of our existing overdraft protection users from fee-based coverage on ATM and everyday debit transactions, unless they specifically told us they preferred to “opt in.” (Note that this doesn’t include checks, electronic transfers, or recurring debit transactions.)

All new accounts now require an “opt in” or “opt out” preference at the time of opening. This preference will govern how transactions are handled on your account until we receive further notice from you.

Quick Links:

The above PDF form is printable and may be returned to any member services branch, if you prefer.

Just contact our Member Support Center at (707) 445-8801 or ask your Member Services Representative next time you stop by. We’ll be happy to tell you how your overdraft protection is currently set up, answer any questions, and help find the best solution for you.

Unless you opted in at the time of opening your account, or before the Reg E conversion process took place in 2010, not all of your transaction types will be equally covered by your overdraft protection. Since Reg E required us to essentially “turn off” protection for ATM and everyday debit transactions unless you requested otherwise, these transactions will be handled differently than others when overdraft protection is needed.

Regular overdraft transfers will still be made (when you have funds available in designated accounts), but Courtesy Pay coverage – if you have it – will vary depending on your “opt in/out” status.

Please note that “everyday” debit transactions are different from “recurring” debit transactions. Everyday transactions are for things like gas purchases, groceries, or coffee, while recurring transactions are those set up for periodic payments with billers, such as utility companies. If you’re opted in, all of your transactions will be treated equally, but if not, ATM and everyday debit transactions you attempt when there are insufficient available funds in your account will be declined. Recurring debit transactions, electronic (ACH) transfers, and checks will still be paid up to your Courtesy Pay limit.

Long story short: in order to have all transactions equally and fully coverable by overdraft protection and Courtesy Pay, you must opt in for Reg E coverage. If you opt out, your coverage will only be partial.

Loans & Credit Cards

The following questions are commonly asked about loans, credit cards, and everything that members commonly find confusing about them. Scan the list below before contacting us – you might find that your answer is only seconds away!

Nope – you are welcome to apply even if you haven’t established membership with us. However, if approved for the loan, you will need to open a Membership Savings account with at least $50.00 to establish membership (and meet all qualifications thereof).

See our Loans sections (via the menu above) for printable applications that you can bring in with you, or you can apply online to have your information sent quickly and securely to our Member Loan Services department. We’ll let you know whether you qualify (or if not, what you might be able to do to qualify) and get the ball rolling.

There are several ways to apply for a Coast Central loan – the easiest of which is right here on our website. Under any loan category (Autos, Real Estate, etc.), there will be a section at the bottom of the page to “Apply Now.” Select the online application there, or choose to complete and print a copy that you can bring in to any member services branch, fax, or mail.

You may also call our Member Loan Services department at (707) 445-8801 ext. 365.

The quickest way to receive a decision is usually to visit us in person, but we are usually able to respond to online applications within one business day.

The most important thing is to notify our Collections department if you’re having trouble. We understand that this can be a difficult phone call to make but we’re here to help. Depending upon your circumstances, we may be able to offer you a loan extension. At the very least, it is better that we know what’s going on so we know you’re not skipping out on the loan entirely. Good communication is key to helping you avoid repossession or foreclosure and get back on track with your loan payments.

In order to have your title released right away, your loan must be paid off with guaranteed funds – for example, a cashier’s check, cash, wire transfer, or a transfer from another Coast Central account. If they are not guaranteed funds, such as a check from another institution, we will need to wait for the funds to clear before releasing the title.

Most of our titles are electronic. If your title is electronic, we can release the title to DMV and they will mail the title to you. If you prefer, we can have them send the title to us instead. There may be fees at the DMV associated with having the title put into your name.

If you have any questions about this process, feel free to contact our Member Loan Services department.

Our Member Loan Services department will need copies of documents showing Coast Central as the lienholder for your vehicle. You may submit these in person (at any of our member services branches), by mail, or by fax at (707) 445-5929. You may also submit your insurance information online at MyLoanInsurance.com.

If your vehicle is repossessed due to nonpayment on your loan with Coast Central, you should contact us immediately to discuss your options. Depending upon your circumstances, you may be able to regain possession of your vehicle and resume a positive loan relationship with the credit union.

If you are currently experiencing financial difficulties in making your Coast Central mortgage payments, the following information may be able to help you.

Home Affordable Modification Program

If you have your primary residence financed with us and this loan originated between January 1, 2003 and January 1, 2008, you may be eligible to receive assistance through our Home Affordable Modification Program. In order to determine your eligibility for this program, we will need the following information:

  • A letter or a detailed statement, signed by you, pertaining to your financial problem along with any supporting letters, claims, bills, etc.
  • Your current income information (pay stubs/vouchers, unemployment compensation letter, disability awards, etc.
  • Please bring this information to your nearest Coast Central Credit Union Member Services Manager. Once we have received the above documents, discussed them with you and have completed our review, we will let you know if you are eligible for the Home Affordable Modification Program.

Other Available Options

The following are other options that might be available to you:

  • Selling the house
  • Rent the house out and use the monthly income
  • Refinance the mortgage and consolidate other debts to ease cash flow
  • Deed in lieu of foreclosure (voluntary return of the property to the lender)

Important Phone Numbers

To find a HUD-certified housing counseling agency, please call:

  • Toll-free: (800) 569-4287
  • Toll-free (TTY): (800) 877-8339

For more information, please feel free to contact our Member Loan Services team or our Collections department.

A minimum down payment of 20% is required for all real estate purchases.

Not at this time.

Each member’s situation is unique. Please contact one of our Member Loan Services Officers at (707) 445-8801, ext. 365 – we would be happy to do some calculations for you to help you decide.

Yes (all of the above)! Please check out our current rate sheets and contact our Member Loan Services Department at (707) 445-8801, ext. 365 if you have any questions.

If you paid more $600 or more in interest during the year, a 1098 form will be automatically mailed to you by the end of January of the following year. If you need it earlier, the information is actually available January 1 on your year-end member statement (within online banking). Just log in and select E-Statements from the left menu under Services. (Please note that accessing E-Statements does not require you to sign up for the full E-Services package – thereby turning off paper statement delivery. You can view your statements here any time within online banking without changing your actual statement delivery preferences.)

If, after the end of January, you haven’t received your 1098 form, have misplaced it, or have questions, please contact our Member Support Center at (707) 445-8801. They can look up your interest amount for the prior year and answer any other questions you may have.

Fees can depend upon the type of loan you select, your credit score, loan-to-value ratio, and other factors. Please contact our Member Loan Services Department at (707) 445-8801, ext. 365 for a more personalized estimate.

On the day you make a deposit/payment to your Visa card, it may take a short time for Visa’s processing network to update your available credit amount. Thus you may attempt a purchase later in the day and experience a card decline, even if your balance/availability in our system has been updated.

If you need to make a purchase for more than the amount of your available credit, it is generally safest to wait until the beginning of the next business day. Visa payments are usually updated by 9:00am, with a second update on Fridays around 4:30pm.

If you see a transaction on your Coast Central Visa card and believe it is unauthorized, the best thing to do first is to contact the company who made the charge. If a number is listed within the transaction (in your statement’s account history or online banking), try giving them a call. You can also use directory assistance or search the Internet for contact information. Sometimes unexpected charges turn out to be legitimate (the company name may vary from what you were expecting), or it could be a simple misunderstanding. If you are positive the charge was unauthorized (and you did not participate whatsoever), you may pursue a Visa dispute through Coast Central.

To begin the dispute process, come in to any member services branch and fill out a Visa dispute form. If you live out of the area, you may also send a letter with your name, member number, and the charge(s) in question. Please provide as much information as possible, and your signature is required. Mail the letter to:

Coast Central Credit Union
Attn: Card Services Department
2650 Harrison Ave.
Eureka, CA 95501

If you have questions about the dispute process, our Card Services Department can be reached at (707) 445-8801, ext. 291.

Once we receive your dispute, Our Card Services Department will review your request and investigate the situation. If they find the charge(s) to be fraudulent or unauthorized, you will receive a credit. Please refer to our EFT Disclosure for specific details on error resolution.

Please note that if you participated in the transaction(s), you will need to attempt to resolve the situation with the merchant. Refer to the terms and conditions applicable to your relationship with them. For example, charges resulting from “free trial” periods generally do not qualify as unauthorized. If you complied with the merchant’s terms and conditions and are unable to resolve the situation with them, you may pursue a Visa dispute through Coast Central.

If you received merchandise and returned it for a refund, a dispute cannot be filed until 30 days after the return date (to give the merchant time to issue a credit). If 30 days have passed and no credit has been received, you may pursue a Visa dispute. You must provide a copy of your shipping receipt showing the tracking number and that the package was insured.

Notify the credit union immediately (or as soon as possible if discovered outside of business hours). You can call our Member Support Center at (707) 445-8801, or during evenings and weekends, you may call (800) 682-6075 to block the card directly with our processor. During some evening and weekend hours, you may also be able to visit our Bayshore Mall or Ray’s Food Place locations. See our Locations & Hours section for exact hours of availability.

When a credit card is lost or stolen, the card number must be blocked, including any additional cards (with the same number) belonging to joint members. A new card (or cards) will be issued automatically and sent to the mailing address on file for your account. For your security, a new PIN will be issued for each card as well. You may change your PIN by visiting any of our member services branches during business hours.

Cards are blocked at the time of notification (either to us or our processor), so any charges made prior to this time will still attempt to process. If you are worried about unauthorized charges, please contact us.

Business Accounts

Are you starting a new business, or looking to expand? Coast Central offers a variety of loan products and services to meet your business needs. We’ll help you build your company from the ground up (literally!), equip your staff with corporate credit cards, or anything else you might need.

Please contact us for the most complete and up to date rate information at (707) 445-8801 or (800) 974-9727, extension 386.

If you have a major goal such as a business-related equipment or vehicle purchase, you may need a loan for a set amount – commonly referred to as a “term loan.” When you open a business term loan, you make regular payments over a period length of your choice.

If your business needs are always changing, a line of credit can help you make purchases as the need arises. Draw funds as needed up to your available credit limit, then pay them back over time. Coast Central offers both unsecured and secured lines of credit, but much higher limits are available for secured lines.

If your company needs to start from scratch or build an additional location, our construction loans can help you build and grow. Both new and remodel projects are covered, including everything from spec homes to full commercial buildings.

Our business real estate loans are great for new real estate purchases and refinances alike, featuring up to 20-year amortization. As long as the property is located within the Humboldt, Del Norte, or Trinity (“tri-county”) area, Coast Central just might have the right solution for you and your company.

Whether you’re a sole proprietorship or a large corporation needing multiple cards, Coast Central Business Visa Cards can help. You may apply for one overall limit or split it up amongst multiple cardholders.

Visa Classic Cards

If you just want a simple, easy-to-use card to help you make everyday purchases, the Visa Classic may be exactly what you’re looking for. With credit limits starting at $1,000, this card is perfect for building credit and taking care of business. Benefits include:

  • Up to 1% cash rebate at the end of each year
  • No annual fee on fixed-rate cards
  • Travel Accident Insurance up to $250,000
  • Auto Rental Collision Damage Waiver Program

Visa Gold Cards

For our members who need (and qualify for) a higher credit limit, the Visa Gold card offers the same simple terms at an even lower rate, with even more added benefits! These include:

  • Up to 1% cash rebate at the end of each year
  • No annual fee on fixed-rate cards
  • Travel Accident Insurance up to $250,000
  • Auto Rental Collision Damage Waiver Program
  • Warranty Manager Service for purchases made with your Visa Gold
  • Purchase Security for purchases made with your Visa Gold
  • Travel & Emergency Assistance Service

You may bring completed packets by any of our member services branches, but most business loan decisions are made at our Harrison Avenue (Eureka) location. Anyone can apply for a loan (you don’t need to be a member yet), but please note that you must establish a membership at the credit union if you’d like to go ahead with the loan upon approval.

Our printable applications are in PDF format and can either be completed by hand or on-screen. If you fill out the packet using your computer, please print it out, sign, and return it – we currently require a physical signature in order to process your application.

Third Party Disclaimer

By clicking this link, you are leaving Coast Central Credit Union’s web site and entering a web site hosted by another party. We do not operate this site, nor are we responsible for its content. Please review the privacy and security policies of the site you are entering, as they may differ from Coast Central.

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