Frequently Asked Questions
I can't log into Online Banking.
Things to check before calling your local branch:
1. Is your CAPS LOCK on?
2. Are you entering the correct account number and corresponding password?
3. Are you entering in your account number WITHOUT dashes or ID numbers (i.e. enter XXXXX NOT XXXXX-01)
4. Have you enrolled in our True Factor Authentication? All members are required to use True Factor Authentication to access their accounts through Online Banking.
5. Do your spelling and punctuation match? Passwords in Online Banking ARE case sensitive.
Why do I have to enroll in True Factor Authentication?
Our True Factor system is a layered security authentication mechanism that adds two additional levels of security to the Web Branch when you log in. We are requiring our members to enroll in True Factor as an additional protection for your personal information.
I forgot my Online Banking password. What do I do?
1. Have you checked the above tips to see if you are logging in correctly?
2. Call your local branch to have your password reset. DO NOT try to sign up for Online Banking again to gain a password.
I am having problems with Online Bill Pay.
If you have any questions on your payments you can call the Heritage Bill Pay Support line at 888-432-8496, Monday – Fridays from 8 AM to 5 PM. Visit the bill pay Q&A page here.
I am moving. How do I change my address?
Call your local branch before moving to have your address updated in our system. We don't want you to miss a statement or other important information that we may send you through the mail. You can also download our Address Change form.
What are your hours?
Follow this link to our locations page and choose your local branch to view hours.
How do I get a copy of my credit report?
If you would like to see your credit report, contact your local HCU branch. Our loan officers would be happy to set up a meeting with you, go over your credit report and possibly save you money!
There is a mistake on my credit report. How do I fix it?
To correct an error on your credit bureau report, contact the credit bureau to file a dispute. The credit bureau will follow up with the creditor and investigate your claim. Validated errors will be corrected by the creditor.
What is my debit card PIN?
If you have forgotten your PIN number, call your local branch to initiate a PIN reminder.
I lost my debit card. What do I do?
If you have lost your debit card, contact the VISA department immediately. During business hours, please call us at 1-888-432-8496. After hours, you can call 1-866-546-8273.
I lost my credit card? What do I do?
If you have lost your credit card, contact the VISA department immediately at
1-877-881-6018.
How do I order more checks?
Click here to order online! You can also call your local branch to order checks.
Can I pay my VISA bill online?
Yes! You can pay your credit card bill at managemycreditcard.com. You can also make payments over the phone by calling 1-800-881-6018.
Where should I mail loan payments?
You should mail loan payments to your local branch. Please do not mail loan payments to the HCU Corporate Office, 1212 Huxley Street, Madison, as this will delay your loan payment processing.
Where should I mail credit card payments?
You can mail your credit card payments to:
Card Center
PO Box 3789
Evansville, IN 47736-3789
E-Statement Frequently Asked Questions
Click here for answers to your e-statement questions.
