Pines 1

Membership

FAQs

Member Questions and Answers

If you have a question that has not been answered on our FAQs page, please let us know. Please send your questions and/or suggestions by email to cpfcu@coosapinesfcu.org or by USPS mail to Coosa Pines FCU, Attn: Website FAQ, 33710 US Hwy 280, Childersburg AL 35044. As always, thank you for your membership!

UChoose Rewards FAQs

For the Coosa Pines FCU VISA® Rewards Credit Card and VISA®Debit Rewards Card What are UChoose VISA® Rewards? UChoose VISA Rewards allow qualifying cardholders to earn points each time an online or signature purchase is made using the Coosa Pines FCU VISA Rewards Credit Card* or the CPFCU VISA Debit Rewards Card.

How do I earn points?

You must register your CPFCU VISA Rewards Credit Card or Debit Rewards Card online at www.uchooserewards.com. Once you’ve registered, you’ll earn 1 point for every $1 spent on eligible purchases using your CPFCU VISA Rewards Credit Card, and 1 point for every $2 spent on eligible purchases using your CPFCU VISA Debit Rewards Card. We keep up with the points, and you choose the rewards!

Where can I earn points?

You can earn Rewards points everywhere your VISA credit or debit card is accepted.

1.       Make a purchase requiring a signature (select the “credit” option and sign for your purchases).

2.       Make an online purchase using your CPFCU VISA Rewards Credit Card or Debit Rewards Card.

3.       Pay bills online using your CPFCU VISA Rewards Credit Card or Debit Rewards Card.

And you can earn additional bonus points by shopping at participating retailers such as Best Buy, Barnes & Noble, Old Navy, Wal-Mart.com, Kohl’s, Home Depot, Pizza Hut and more! View a complete list of participating retailers at www.uchooserewards.com.

What is the fee for participating in UChoose Rewards?

There is no fee! Coosa Pines FCU provides UChoose Rewards to VISA debit and qualifying VISA credit card holders at no cost to the member.

What can I purchase with my points?

It’s your choice! Merchandise, travel, gift cards, activities, concert and sporting event tickets, and more! There are millions of items available in the online catalog. Earn as many points as you like and redeem whenever you like. Plus, you can use our Wish List to keep track of the items you really want!

Simple to earn points. Easy to redeem points. You shop. You earn. You choose! It's that simple. 

NOTE: No points are earned for finance charges, fees, cash advances, convenience checks, unauthorized charges or foreign transaction currency conversion charges. Not all VISA credit cardholders will qualify to participate in UChoose rewards. Restrictions apply.

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Mobile Money FAQs

What is Mobile Money Mobile Banking?

Mobile Money (also referred to as Mobile Banking) allows any Virtual Branch online banking user to access their eligible accounts from a mobile phone. You can check account balances, make transfers or credit union loan payments, and review recent account activity 24 hours a day, 7 days a week.

How do I de-register my mobile phone from Mobile Money?

To stop using your mobile phone with Mobile Banking, access the Mobile Phones tab on the Mobile Banking main menu and select Stop using this phone for mobile banking from the I want to list for that mobile device.

Are there fees to use Mobile Money?
You should contact your mobile provider for information about fees associated with sending or receiving text messages or accessing the internet from your mobile phone, however, Coosa Pines FCU does not charge a fee for the Mobile Money service, which is free to members using the free Virtual Branch online banking service.

What accounts are eligible for Mobile Money?

All accounts that are accessible through Virtual Branch online banking are eligible for use with Mobile Money. You may choose which accounts to use with Mobile Money when registering your mobile phone through the Mobile Banking web site, which is accessible through Virtual Branch under the Self Service tab in the box for Additional Services.

Can I add more than one mobile phone?

Additional mobile phones may be added for use with Mobile Money by accessing the My Phones tab on the Mobile Banking main menu and clicking Add New Device.

What do you mean when you say, “standard messaging charges may apply”?

Every mobile carrier has a different rate plan for text messaging and data services access. You may be charged per use, or pay a flat rate for unlimited usage each month. You may also have different fees for text messaging and data services access. Please contact your mobile carrier directly if you aren’t sure what fees you will be charged to use Mobile Banking.

What are account nicknames?

Account nicknames are abbreviated account names that protect your account information and are required for each account. You can create your own unique account nickname or use the default nickname shown in the Mobile Banking Nickname column of the Your Details Mobile Banking page. Your mobile account nicknames will not replace the account names or nicknames defined in Virtual Branch online banking. I received my activation code but never used it—what do I do now? You'll need to access the My Phones tab on the Mobile Banking main menu and select Get a new activation code for the phone on which you wish to receive a new link.

Is Mobile Money Secure?

We are very concerned with the safety and privacy of your information and are committed to protecting your information. To ensure the security of your account information, a number of security features have been built into Mobile Banking products: 

1.      Registration Process — The unique activation code required to verify your mobile phone number. This code associates your mobile phone number with your account. In addition to the security measure, this verification lets you know your mobile phone number was successfully entered into the system.

2.      No Identifiable Information — No mobile banking text message returns any personally identifiable information, such as your full account number, PIN, email, or personal address. Your user ID and password will never be included or asked for in any of the text messages that you receive from or send to Mobile Money.

What if I change my mobile phone number?

If your mobile phone number changes, you must log in to Mobile Banking and update that phone number on the My Phones tab of the Mobile Banking main menu.

What if my mobile phone is lost or stolen?

We will never send full account numbers or other personal information via Mobile Banking. If your mobile phone is lost or stolen, no one can access your account without knowing your unique user name and password. In the unfortunate event your mobile phone is either lost or stolen, report it immediately to your mobile carrier. Then you should immediately log on to Mobile Banking from your computer and delete that mobile phone number from the Mobile Banking main menu.

I have not received the activation code on my mobile phone. What should I do?

If you have not received your activation code, please make sure your mobile phone number is entered correctly on the Mobile Banking main menu. If it is, please follow the steps below:

1.      Verify your mobile phone is turned on, and able to receive text messages. You may need to consult your mobile carrier if you are unsure if you can receive text messages.

2.      Contact your mobile carrier and make sure your mobile phone is able to send and receive SMS messages to and from short codes.

3.      Have the activation code resent to your mobile phone by navigating to the Mobile Banking main menu and selecting the Get a new activation code option located next to your phone number on the My Phones tab.

Can I register multiple users to the same phone?

Currently, for security reasons, only one user can register per phone.

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Virtual Branch FAQs

Virtual Branch Demo

Direct access to the Virtual Branch website: https://www.netit.financial-net.com/coosapinesfcu/

Access, Navigation and Personalization

How can I choose which accounts display on my Overview page?

Click on the Self Service tab and then select Preferences. Select one account for the History and select up to five accounts for the balances.

Where is the Loan Payment option?

Loan Payment, Transfer Funds and Loan Advance transfers are all performed on the same page by selecting Transfer Funds from the Banking tab.

How do I change my start page?

Click on the Self Service tab and then select Preferences. Select the page you wish to see first from the Default Start Page drop-down list.

What happened to the Export option that was previously on the left navigation menu?

The Export option is currently not available due to a lack of demand. If you are interested in Exporting your history to a Personal Finance Manager (PFM) such as QuickenTM, Microsoft MoneyTM, or Microsoft ExcelTM, please send your request by email using the secure email inside Virtual Branch. Be sure to include your contact information.

What does the curved arrow symbol mean that I sometimes see next to a scheduled payment or scheduled transfer?

The icon indicates that the transaction is a recurring transaction.

Can I use the "Back" button on my browser to return to a page that I have already been on, or do I need to use the menus to get there?

Yes, you can use the "Back" feature on your browser to return to prior pages. However, for security reasons, some pages automatically expire after you have navigated away from them. If you encounter this, simply use the menus to go to the location you wish.

Once I have selected "Help", how do I return to the application?

Use the "Back" function of your browser to return to your original location.

I was using the system and it prompted me to log on again. I had already provided my Logon ID and Security Code once before, so why did it ask again?

This is a security feature designed for your protection. If several minutes elapse without a request from you for anything from the Home Banking system (exclusive of Help), the system will end your session and not allow further transactions until you enter your user information again. This helps to prevent others from performing transactions on your computer in the event that you forget to properly exit the system.

I keep getting messages about receiving a "cookie". What is a cookie and how can I disable the warning message?

Cookies are small pieces of information sent from the server to be stored in a file on your computer. Cookies can be used for many purposes, but at our site a cookie is used to store security information needed to maintain a secure, confidential connection to our internet server. Your browser's Security and Privacy settings will enable, disable, or prompt for action regarding cookies.

Banking and Transfers

What activities can I do?

You can perform account inquiries (including balances and additional information), view account history and transfer funds between accounts. All of your available options are listed on the menus.

What can I see on account inquiries?

You can see your current balance, as well as some general information. This information varies depending on the type of accounts you have. You may see the maturity date of a CD or the interest rate of a Share savings account.

What kinds of transfers can I make?

Three kinds of transfers are available:

  • Immediate - A transfer that is attempted immediately.
  • One-time - A transfer that is made on the date you specify.
  • Automatic - A recurring transfer that occurs at your specified frequency as many times as you indicate.

Do transfers always occur on the day or date that I designate?

One-time transfers always occur on the date you designate. Recurring transfers are scheduled transfers set up to happen on the same day or date each month (for example: each 15th). If one of these recurring dates falls on a non-business day (such as a weekend or Federal holiday), the transfer is processed on the preceding business day.

How far in advance can I set up a transfer?

You may set up a one-time or automatic transfer as much as 18 months in advance.

What kinds of accounts allow transfer activity?

Allowed transfers may vary based on the rules for your account types. Some transfers are not allowed, such as a transfer to or from a CD, or are limited, such as transfers to or from a Share savings account. (Federal Regulation D restricts the number of electronic transactions on all savings accounts to six (6) per month. For more information on Regulation D transactions, please contact a Member Service Representative.)

Why do I get a confirmation number when I make a transfer?

Confirmation numbers are provided for all confirmed or modified transfers. This is your assurance that a transfer will be processed. It is also a reference number that can be used for requesting research.

Do I have to re-enter transfers each month?

You can set up automatic transfers of the same amount so you do not have to re-enter them each month.

Is there a cutoff time for me to delete or change a transfer?

You can review, change or cancel a transfer at any time. If the transfer is scheduled for the current day, the change or cancellation must be made before daily settlement time (2PM EST or 1PM CST). The system displays an error message if you attempt to modify a transfer after this deadline has passed.

Is there a way to see previous transfers?

Transfer history is retained for 18 months. You may search for past transfers by using one or a combination of the following:

  • To or From account number
  • Transfer date
  • Transfer amount
  • Confirmation number

How will I know if an automatic transfer has expired?

You will receive a Final Transfer secure message notifying you that the last scheduled transfer has been processed. You can reschedule your transfer if you wish to continue it.

Personal Information

How do I change my security code?

Under the Self Service tab you will see a bubble for Security Information; simply select Change Security Code from the menu. Enter your old security code and the new one. You are required to enter the new code twice for verification.

What are the system requirements for my security code?

The security code is required to be 8 alphanumeric characters, with a minimum of 2 letters and 2 numbers. Special characters are not allowed. We recommend that you change your security code regularly.

How can I change my Logon ID?

You may change your Logon ID at any time when logged on by selecting Change Logon ID on the menu.

What are the system requirements for my Logon ID?

The minimum number of characters in the Logon ID is 6. The maximum number of characters is 50. This allows you to use your email address as your Logon ID if you want. The valid characters for your Logon ID are:

  • A to Z
  • 0 to 9
  • At- sign - (@)
  • Period - (.)
  • Dash - (-)
  • Underscore - (_)

Secure Messages

How do I send a secure message to Member Service?

When you select Compose New Mail from the menu, a Send To drop-down selection is presented. Select the appropriate recipient and click the Create Message button.

Can I send a secure message to one of my merchant/payees?

No, you may only send a secure message to us.

Can I receive an email to let me know that the system has sent me a secure message?

To indicate when you want to receive an email, select Personal Information, Alerts. On this screen you can choose which incidents should generate an email.

ExportCan I download transactions to my Personal Financial Manager (PFM) software such as QuickenTM, Microsoft MoneyTM, or Microsoft ExcelTM?

The Export feature is not available at this time due to a lack of demand. If you would like to Export your history to a PFM, please send your request by email using the secure email inside Virtual Branch. Be sure to include your contact information.

Enhanced Authentication

What is Enhanced Authentication?

Enhanced Authentication is a security feature that uses multiple factors to authenticate our Internet Banking/Bill Pay site to the member/user. It provides extra protection for your online data and helps guard against fraudulent online activities like phishing scams (malicious requests for personal information) and identity theft.

Do I have to use it?

Yes, every Virtual Branch user is required to use Enhanced Authentication. Online theft is a serious concern to Coosa Pines FCU and all financial institutions, regulatory examiners, as well as members like yourself. Enhanced Authentication provides additional security to our Internet Banking/Bill Pay service and will better protect our members/users from falling victim to Internet Crimes.

How does it work?

In addition to your Logon ID and Security Code, the system recognizes your computer and usage patterns. If a questionable logon attempt is detected, the system will require additional identity verification before allowing access.

How does it protect me against phishing?

When you enroll in Enhanced Authentication, you choose a secret image and phrase combination. You will see this image and phrase each time you log on to Virtual Branch. In today's online environment, it is not uncommon for fraudsters to attempt to steal your identity by impersonating or spoofing the web sites you trust. When you see your secret image and phrase, you can be reassured that you are logging on to your actual Internet Banking/Bill Pay site and not a fake site.

I selected my image and phrase, but I can't see it. Where is it?

The image is in a "picture frame" and the phrase is shown at the bottom of the frame.

Why do I have to choose challenge questions?

As part of Enhanced Authentication, you will be asked to choose challenge questions and enter your answers. These should be answers that only you will know. If you should log on to your internet banking from a different computer than normal, you will be asked to answer a challenge question. The questions are used to verify your identity and prevent fraudulent logon attempts.

What if I use two computers to access Virtual Branch?

Enhanced Authentication monitors your use patterns to detect unusual activity. If you use two computers (such as from work and home), you can register both computers as devices you use for Internet Banking/Bill Pay. If you access Internet Banking from a computer that you did not register, you will be asked to provide the answer to one of your Challenge Questions.

Can I un-register a computer for Virtual Branch?

In order to un-register a computer, you will need to delete the cookies from the browser so that the information is no longer available to authenticate your logon. (In most browser windows you can do this by going to Tools, Internet Options, and selecting Delete under the Browsing History section. You would then select Delete Cookies.)

Does Enhanced Authentication store my personal information?

Enhanced Authentication remembers your computer by assigning a unique identifier (a standard cookie) to each computer that you use to access Virtual Branch Internet Banking. The cookie is used to store the identification information only. No personal or private data is stored.

Do I have to re-enroll for Enhanced Authentication if I delete my browser cookies?

No. The Virtual Branch system uses your computer hardware and software information to recognize you are a valid user. If you delete your cookies, the information is no longer available to authenticate your logon. You will be prompted to answer one of your Challenge Questions.

I share my computer with someone who has their own financial institution membership.  Can both of us use the same computer to access our Internet Banking/Bill Pay site?

Yes. You can register multiple user accounts on the same computer.

Can I change my challenge questions or secret image and phrase?

You can change your challenge questions, answers, secret image or secret phrase at any time when logged in to Virtual Branch by clicking on the Self Service tab and selecting the Security Information bubble.

What will happen if someone compromises my Virtual Branch password?  How will Enhanced Authentication prevent them from accessing my accounts?

If someone tried to log on to your Virtual Branch Internet Banking/Bill Pay account from a computer that you did not register for Enhanced Authentication, they will be challenged to answer one of your Challenge Questions. Since they will not be able to answer the question correctly, they will not be able to log on.

I tried to log on to Virtual Branch from my own computer, but I can't see my image or phrase. Instead I am being asked to answer a Challenge Question.  Why is this happening?

This might happen if you deleted cookies from your computer. Before answering the Challenge Question or entering your password, make sure you are accessing the Virtual Branch web site. The easiest way to ensure this is by typing the address for Coosa Pines FCU's website into your browser's address bar and logging in from our home page. Then answer your Challenge Question and verify that the image and phrase shown are the ones you selected.

What happens if I get locked out of Virtual Branch?

If you get locked out, you will receive an error message that specifically states "Your account has been locked." You may contact a Member Service Representative to have your account unlocked and Security Code reset. If you have a valid email address on file within Virtual Branch, you will see a message that an email has been sent with a temporary Security Code. Common reasons why you will not receive the email that is sent:

  • You have a spam blocker or some other type of control preventing the email from being delivered.
  • The email address on file with Virtual Branch is different than the email account you are looking to receive the email in. (You can update your email address under the Self Service tab, Personal Options bubble by selecting Personal Information.)

When you receive the email address with temporary Security Code and instructions for unlocking your account:

  • Go to the Logon screen (the Coosa Pines FCU home page) and enter your Logon ID.
  • Go to the Security Code screen and enter the one-time temporary Security Code.
  • You will be validated and allowed to re-enroll in Enhanced Authentication. 
  • You will be prompted to reset your Security Code the next time you log into Virtual Branch.

If you do not have a valid email address on file within Virtual Branch or experience difficulty using the auto-unlock feature, you may be unlocked manually by contacting a Member Service Representative at your local branch, or Virtual Branch Enhanced Authentication Support at 1-888-868-5187.

Where can I find information to help me configure my browser settings to work with Enhanced Authentication?

When you enter your Logon ID on our home page to go to the Virtual Branch sign-on screen you will see "Verify Browser Settings" beneath the Sign In button. Select the Verify Browser Settings link to see the Browser Checklist.

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Online Bill Pay FAQs

Virtual Branch and Online Bill Pay Demo

How do I start using Bill Pay?

You begin by adding merchants/payees to your Merchant/Payee list. You can then schedule payments for them using the Setup/Change Payments or QuickPay options.

What kind of bill payments are available?

There are two kinds of bill payments available:

  • One-time - A payment that is processed on the day you specify. On the payment date you specify the funds are withdrawn from your account and the payment is sent to the merchant/payee. The merchant/payee will receive the payment 2 to 5 days after the date the payment is made in PayIt.
  • Automatic - A recurring payment that occurs at your specified frequency as many times as you indicate.

Why do I get a confirmation number when I make a payment?

Confirmation numbers are provided for all confirmed or modified payments. This is your assurance that a payment will be processed on the date it is scheduled. It is also a reference number that can be used for requesting research.

How will I know if a payment is processed successfully?

The Payment History will show a status of "Processed" for that particular payment. However this does not guarantee that the merchant/payee received or posted the payment.

How will I know if a payment failed?

The Payment History will show a status of "Failed" for that particular payment and the system will send you a message to let you know the payment failed. The most common reason for a failed payment is insufficient funds in the account used to make the payment.

The Payment History showed that my payment was processed, but my account has not been debited.  Should I schedule another payment for the merchant/payee?

NO. Anytime a payment shows the status of Processed in the Payment History, this means that the payment went out to the merchant/payee successfully. The debit to your account can take up to 3 business days to post.

Is there a way that I can verify online that a merchant/payee received my payment?

If payment was made to the merchant/ payee by check (through the PayIt central processor), then you can determine if the check has been cashed by viewing the payment details under Payment History. Actual verification needs to come from the merchant/payee. If the payment was made via electronic remittance, then you must contact the merchant/ payee to verify that the payment was received and posted.

How far in advance can I set up a payment?

Payments can be set up as much as 18 months in advance.

Do I have to re-enter payments each month?

You can set up automatic payments of the same amount so that you do not have to re-enter them each month.

Are there any payments that I should not make through the system?The following payment types are prohibited through the system:

  • Tax payment
  • Court ordered payment
  • Payment to payees outside the United States

NOTE: It is not recommended to pay another bank to which you wish to make a deposit.

How many days before the due date do I need to make a payment?

Unless otherwise specified, we recommend that you specify a payment date at least 5 business days before the due date to ensure that your payment reaches its destination on time.

The Bill Pay system says "Schedule payment at least 5 days before due date." What does this really mean?

The number of days before the payment due date is called "lead time". Lead time covers the time required for the merchant/payee to receive and post the payment (assuming the merchant/payee address and account number are correct). This does not guarantee when the merchant/payee will post the payment.

NOTE:  The day the payment is processed is not included in lead time. Lead time should be used with discretion, since only user experience with the merchant/payee will determine the number of days the user should allow for actual posting of the payment.

Is there a way to see previous payments?

Payment History is retained for 18 months. You may search for past payments by using one or a combination of the following:

  • Merchant/Payee Name
  • Payment Date
  • Payment Amount
  • Confirmation Number

What if my recurring or one-time payment falls on a non-business day?

One-time payments cannot be scheduled for non-business days (such as weekends or Federal holidays). Recurring payments are scheduled payments set up to happen on the same day or date each month (such as the 15th). If a recurring date falls on a non-business day, the payment is processed on the preceding business day.

What do I need if one of my merchants/payees notifies me that a payment was not received?

First, contact the merchant/payee directly to verify that the payment has not been received. Next, confirm that your payment processed by using the Payment History option. View the payment details and select Research Request to initiate a payment investigation.

Is there a cut-off time to change or cancel a payment scheduled for today?

You can review, change or cancel a payment at any time. If the payment is scheduled for that day, the change or cancellation must be before daily settlement time (2PM EST or 1PM CST). The system displays an error message if you attempt to modify a payment after this deadline.

How will I know if an Automatic Payment instruction has expired?

You will receive a Final Payment secure message notifying you that the last scheduled payment has been processed. You can modify and reschedule the payment if you wish to continue it.

When can I begin making payments to a merchant/payee?

You can begin making payments to merchants/payees immediately upon adding them to your list.

Can I pay someone who does not appear on my list?

Yes. Simply add the merchant/payee to your Merchant/Payee list in order to make a payment to them.

How do I add a merchant/payee to my list?

Using the Merchant/Payee Accounts option, select Add Merchant/Payee and then complete the requested fields.

How do I change the account number or address for a merchant/payee?

Using the Merchant/Payee Accounts option, select Details and then update the appropriate information.

 
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e-Statement FAQs

What is an e-Statement?

An e-Statement is an electronic version of your paper statement that you may access via our secure website. The statement looks just like the one you receive in the mail but instead you will receive an email notification that your statement is ready, and the statement will be available for review and print inside Virtual Branch.

Are e-Statements safe?

Absolutely! In fact, your e-Statement may even be safer than a paper copy because there is less chance of it being stolen or lost in the mail! e-Statements will never be emailed to you. Instead, you will receive a notification when the statement is ready. Your secure Virtual Branch login is required to retrieve the statement.

Why would I want an e-Statement?

When you sign up for e-Statements, you'll enjoy safety, timeliness and convenience:

  • e-Statements are more secure than paper statements, because they cannot be lost or stolen in the mail.
  • You'll receive your statement faster - with no more waiting for the mail to arrive.
  • You'll eliminate the storage hassles of traditional paper statements.  You can choose to print your statement or just save a copy on your PC. 

How do I enroll for e-Statements?

To enroll for e-Statements, log into Virtual Branch and follow the steps below:

  • In Virtual Branch, select the Self Service tab and in the Additional Services bubble, select e-Statements
  • Select the member number for which you want e-Statements.
  • You will be prompted to enter an email address where you would like your email notice to be delivered. It is recommended that you use a personal email address and not a work email.
  • If you have multiple accounts within Virtual Branch, you will enroll for each individually. Just select each account from the drop down box when prompted.

NOTE: The e-Statements Service requires a new window to open to display the enrollment application and to access your statements. To continue with enrollment, your browser window must ALLOW pop-ups. If you have your pop-up blocker enabled, you must add https://www.netit.financial-net.com/coosapinesfcu to your pop-up blocker's list of allowed sites.

Do I have to be a registered Virtual Branch user to enroll for e-Statements?

Yes, for your security e-Statements are located inside Virtual Branch.  

Can I sign up for e-Statements if I am the joint owner on an account?

Yes. If you are a joint owner on an account and can view the statement in Virtual Branch you can sign up for e-Statements for that account.

NOTE: If both account owners are registered Virtual Branch users, both Virtual Branch owners can access the e-Statement. However, only one owner will be notified via email when the e-Statement is ready.

I know my password and can login to Virtual Branch. Why can I still not see the e-Statements site?

Make sure your pop-up Blocker is turned off for the e-Statements site or add https://www.netit.financial-net.com/cpfcu to your list of allowed sites.

How will I know when my e-Statement is ready?

Once signed up, you will receive an e-mail notifying you when your statement is ready. Simply click on the link in the email and it will take you to our Virtual Branch.

NOTE: To ensure receipt of your e-mail notice, make sure you keep your e-mail address current within e-Statements as well as the email address in Virtual Branch.  Your email address can be easily updated in the Profile section of e-Statements.

After signing up, how long will it take to receive my first e-Statement?

If you signed up for e-Statements at least two days before the end of the month, you will receive your first statement on the first of the month; otherwise you will have to wait for the following month.

NOTE: Members who receive quarterly statements will see their first statement at quarter-end.

If I do not receive an e-mail notification, does this mean my most recent statement is not available?

No. If you do not receive an e-mail notification, it may be because:

  • Your e-mail address has changed. You can update your e-mail address quickly and easily by going into the e-Statements site and changing it under the profile section.
  • You enrolled after the cutoff date. In order to receive your e-Statement for the following month, you must enroll for the service at least two days before the end of the month.
  • Email was blocked, add statements@coosapinesfcu.org to your allowed senders to keep it from going into your spam or junk folder.

What if I change my email address?

In order to continue receiving the email notice that your latest e-Statement is available, you need to notify us of your email address change. This can be done through the Profile section inside the e-Statements service.

NOTE: Changing your email address inside Virtual Branch will only change your email for Virtual Branch, not for e-Statements. Make sure you change it inside e-Statements as well.

Can I print my E-Statement?

Yes. You can also save an HTML version of it right to your computer!

How long is an e-Statement available online?

Your e-Statement will be available online for six months. If you need a statement copy that is no longer showing in your available statements, please contact a Member Service Representative.

Can I save my e-Statement?

Yes. To save a copy of your electronic statement, click on the Printable Version button while viewing your e-Statement. When your document is loaded, you can choose File, then Save As, and specify where you want the document saved on your computer or disk.

Will I be able to get information that came with my paper statement, like the promotional inserts?

Yes. You can still receive the credit union news you're used to getting such as the promotional inserts. All you have to do is click on the links at the bottom of your statements to view current promotional inserts and disclosures.

How do I look at old statements?

To review a previous statement click on the View link located under the Statements page inside e-Statements. You will have access to up to a six-months history of your most current Coosa Pines FCU member statements, beginning with the first month of enrollment growing to six during your first six-month tenure. For members receiving only quarter-end statements, the maximum statements you will see is a total of two months, as you do not have statement history for four of the six-month periods.

Who should I contact if I can't access my e-Statement?

If you cannot access your e-Statement or you forgot your Virtual Branch password, you can contact our Member Service Department by secure email through Virtual Branch or by calling 256-378-5559 (local), or 1-800-237-9789 (toll-free), during business hours.

What if there is a problem with my account?

Our Member Service Representatives are available to answer any of your questions.

What if I change my mind and want to go back to paper statements?

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Internet Crime: FAQs on Filing a Complaint

Who handles Internet crime complaints?

Complaints on Internet crimes, including email fraud, can be filed with the Internet Crime Complaint Center (IC3). The IC3 was established as a partnership between the Federal Bureau of Investigation (FBI) and the National White Collar Crime Center (NW3C) to receive and develop Internet related crime complaints from the public. After receiving a complaint, the IC3 researches and develops the case, then refers the investigation to local, state, federal, and international law enforcement or other regulatory agencies with jurisdiction.

What constitutes an Internet crime?

Internet crime is defined as “any illegal activity involving one or more components of the Internet, such as websites, chat rooms, and/or email”. This high-tech crime involves the use of the Internet to communicate false or fraudulent representations to consumers. Internet crimes may include, but are not limited to, advance-fee schemes, non-delivery of goods or services, computer hacking, or employment/business opportunity schemes. Get more information on Internet crime schemes.

Examples of complaints filed include:

♦  A person has been defrauded of money and/or goods

♦  A person has received an email asking for bank account information in order for money to be transferred into the account from another country

♦  A person has received an offer from another country to purchase an item the person listed on the Internet with payment being made in the form of a cashier’s check in excess of the asking price

♦  A person received an email purported to be from a financial institution asking the person to verify personal or account information

If you have been threatened or feel you are in danger, call your local and/or state law enforcement agency immediately!

How do I file a complaint?

The IC3 accepts online complaints filed by the person who believes they were defrauded or filed by a third party on behalf of that person.

What information should be included with a complaint?

Providing accurate, thorough information increases the success of the investigation. Information may include (if available):

♦  Complainant’s name

♦  Complainant’s mailing address

♦  Complainant’s telephone number(s)

♦  Name, address, and telephone number of the individual or business that committed the fraud/crime

♦  Website and email address of the individual or business that perpetrated the fraud/crime

♦  Specific details on how the fraud/crime was carried out

♦  Any other supporting information available

What types of documents would be considered evidence in a complaint?

It is important to keep any evidence that may be related to the complaint. Evidence may include, but is not limited to, the following:

♦  Canceled checks

♦  Certified or other mail receipts

♦  Chatroom or newsgroup text

♦  Credit card receipts

♦  Envelopes (if items were received via FedEx, UPS, or U.S. Mail)

♦  Facsimiles (faxes)

♦  Money order receipts

♦  Pamphlets or brochures

♦  Phone bills

♦  Printed or preferably electronic copies of emails (if printed, include full email header information)

♦  Printed or preferably electronic copies of web pages

♦  Wire transfer receipts

Keep the items in a safe location, as they may be needed for the investigation or prosecution.

How are complaints resolved?

The Internet Crime Complaint Center thoroughly reviews and evaluates each complaint so that it can refer the complaint to the appropriate law enforcement or regulatory agency or agencies. After referral, the complaint may then be assigned to an investigator. It is important to provide a telephone number so that an investigator may contact the complainant for additional information. IC3 cannot guarantee that a complaint will be investigated.

What happens after a complaint is filed?

After a complaint is filed with the IC3, the complainant will receive an email containing a complaint id and password. This email will contain a link to an area on the IC3 site where the complainant can view and download the complaint and also provide additional information to be added to the complaint. As Internet crime complaints are reported online, the IC3 electronically compiles the data. Trained analysts review and research each complaint, distributing information to the appropriate law enforcement or regulatory agencies for criminal, civil, or administrative action, as appropriate.

Will I be updated on the status of the investigation?

The IC3 does not conduct investigations and, therefore, is not able to provide the investigative status of a previously filed complaint. It is the IC3's intention to review every complaint and refer them to law enforcement and regulatory agencies having jurisdiction; however, investigation and prosecution is at the discretion of the receiving agencies.

For additional information regarding the IC3 or Internet crime, please visit:

♦  Federal Bureau of Investigation website

♦  National White Collar Crime Center website

♦  IC3 Internet Crime Prevention Tips

♦  Federal Trade Commission Consumer Protection-ID Theft

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