FAQs

We know the loss of a loved one can be a difficult and overwhelming time for you and your family. That’s why we put together a guide to help walk you through the steps of settling a deceased Member’s accounts. Please understand that this guide is not meant to provide legal or tax advice to you and that you should consult with a professional in these areas regarding your questions about settling your loved one’s estate. Click here to view the Loss of a Loved One guide.

Yes! You can click here to open an account or click ‘Open an Account’ in digital banking under the ‘Account Services’ menu. You can also switch your direct deposit or automatic payments to your new Centra account using ClickSWITCH. Make sure the ClickSWITCH checkbox is selected under ‘Additional Services’ during account opening.

You can find your loan account number in digital banking, on your monthly loan statement, or by calling the Contact Center at 800-232-3642. If you received a coupon book for your loan, you can also find your loan account number there.

The current balance includes the total amount of money in your account at that particular time. If there are pending withdrawals or payments, the available balance is how much money will be left after the pending transactions are complete.

It’s best to plan your purchases or budget based on the available balance. If you make a purchase that exceeds your available balance, your account could overdraft when the pending transaction is applied to your account. If you use digital banking, you can view any pending transactions in your account transaction history.

The availability of your deposit can depend on factors such as how the deposit is made, the amount of the deposit, and your account history. Deposits made at an ATM, cash or check, could take at least 2 days to be available.

Any cash deposits made at a Centra location will be available immediately. The availability of check deposits at a Centra location will depend on many factors, and a Team Member at the branch can answer any questions you might have about your deposit.

If you’ve already made a deposit and your money isn’t available yet, the easiest way to know when your deposit will be available is by giving us a call at 800-232-3642, or visiting your nearest Centra location or an ITM.

If you use digital banking, you can log in to update your information under ‘Settings.’ You’ll need access to the existing phone number to change the phone number on your account. If you don’t use digital banking or no longer have access to the phone number on your account, please give us a call at 800-232-3642 or visit your nearest Centra location to update your information.

Centra Credit Union’s routing number is 274972883.

You can quickly find your account number in digital banking or on your recent statement or eStatement. If you’ve received checks for your checking account since June 2018, you can find your account number at the bottom. On the bottom of the check, you’ll see three sets of numbers listed. From left to right, the first nine numbers are the routing number, the second set of numbers is your account number, and the third set is the check number.

The standard limit for ATM withdrawals is $500 per business day and can be done in one transaction or multiple transactions. The daily limit for Opportunity Accounts is $100. Withdrawal limits are per card.

Yes, you can deposit checks and cash into certain ATMs. You can use our location finder to find an ATM near you. Not all ATMs can take deposits, so you can select ‘deposit-taking ATMs’ to filter your search. There’s a hold placed on these deposits until they can be verified, so if you need immediate access to your money, visit your nearest Centra location or connect with an Interactive Service Agent through an ITM.

Credit unions are cooperatives. Many credit unions like Centra work together through the CO-OP Network. This gives Members access to more than 30,000 free ATMs and more than 5,600 Shared Branches across the United States. These resources let Centra Members use the ATMs, visit the credit union locations, and do their banking nationwide, without getting hit with fees. The CO-OP Network is one of the largest in the United States and offers access to branch locations in all 50 states.

You can find a Centra location, Shared Branch, or ATM using our location finder. You can search by address, city, or zip code and filter your results by which types of branches or ATMs you want to find. You can also use the interactive map to zoom to a specific area. If you’re traveling, you can look for the CO-OP logo on ATMs and at Shared Branches.

Scheduled payments are based on the scheduled date and are not based on when your paycheck is deposited. If you get paid early, your payments will be made on the date you originally scheduled them for. To check your scheduled payments and transfers in digital banking, choose ‘Make a Transfer’ under the ‘Transfer & Pay’ menu. If you have any upcoming payments or transfers, you’ll see them under ‘Scheduled Transfers.’

Each pay period, your employer, agency, or other payer sends a payment file. This file includes the payment information including a post date, which is your normal payday. Some payers send this file a day early. When you get paid a day early at Centra, that simply means we gave you your paycheck the day we received the file instead of on the scheduled post date.

When you use your debit card as “credit” without entering your PIN, the merchant sends us an amount for pre-authorization. The pre-authorization amount is usually the total cost of the purchase, and it “reserves” the money to cover the payment. Most holds are automatically removed when your purchase posts to your account, usually within one or two business days. PIN-based transactions post immediately and don’t require a pre-authorization hold. When a merchant sends us a pre-authorization, you may see this amount pending in digital banking. If the hold expires before the payment posts, you might see the pending transaction disappear before you see the transaction in your account history.

Overdraft protection is available for those who’d like to avoid returned or denied payments and transactions. Click here to learn about our overdraft protection options.

A non-sufficient funds (NSF) service charge is applied when there isn’t enough money in your account to cover a withdrawal or payment. To avoid NSF charges, check your balance regularly and track any checks you write. You can monitor your balance in digital banking. You can also review our overdraft protection options.

Checks can be stopped in digital banking by selecting ‘Stop Payment’ under the ‘Account Services’ menu. You can also request a stop payment by calling the Contact Center at 800-232-3642 or by visiting your nearest Centra location. There’s a $15 service charge for each stop payment.

You can click here to reorder checks or select ‘Reorder Checks’ from the ‘Account Services’ menu in digital banking. If you haven’t ordered checks with us before or need to update your information, please visit your nearest Centra location or give us a call at 800-232-3642.

You can call 866-820-5852 for questions about your credit card.

You can report a lost or stolen credit card by calling 866-820-3882. Cards can also be temporarily blocked under ‘Card Management’ in digital banking.

If you notice a credit card transaction that you don’t remember, you can call the phone number listed with the transaction to ask questions about the charge. If you suspect that the charge is fraudulent, please contact us to initiate a dispute against the charges.

You can fill out our credit card application online by clicking here or selecting ‘Apply for a Credit Card’ in digital banking.

The easiest way is selecting ‘Make a Credit Card Payment’ in digital banking to make a transfer from your checking or savings account. If you don’t use digital banking, you can make a payment at your nearest Centra location.

You can click here to sign up for Mastercard ID Theft Protection. You can follow the steps for registration here.

You can make an appointment at your nearest Centra location for an Instant Issue replacement card. You can also give us a call at 800-232-3642 to order a replacement for a broken or damaged debit card. Replacement cards ordered by phone are sent by mail and will be delivered in up to 10 business days after the order is processed.

You can call 844-698-7052 to report a lost or stolen debit card. You’ll need to answer a few security questions to verify your identity. You can also report a lost or stolen debit card in digital banking by choosing ‘Card Replacement’ in ‘Card Management’ under the ‘Account Services’ menu. You can also temporarily block your card in ‘Card Management.’

If you notice a debit card transaction that you don’t remember, you can call the phone number listed with the transaction to ask questions about the charge. If you suspect that the charge is fraudulent, please contact us to initiate a dispute against the charges.

If you’ve forgotten your PIN, please call 800-992-3808. You can also visit your nearest Centra location to reset your PIN.

You can change your PIN by calling 800-992-3808. You’ll have to verify your identity by answering questions about your personal information prior to changing your PIN. You can also visit your nearest Centra location to change your PIN.

The front of your new card will have a white sticker with the phone number 800-992-3808 listed. To begin the activation of your card, call the number. You’ll need the last four digits of your Social Security Number to activate your debit card.

Your debit card can be used until the end of the month of the expiration date. You should receive a new debit card before your card expires. Please make sure your address is up-to-date through digital banking so your card is delivered to the correct address. If it’s near the end of the month your card expires and you haven’t gotten a new card yet, please give us a call at 800-232-3642 to check the status of your replacement card.

After your digital banking profile has been deleted, certain access and user data will be retained for regulatory purposes for a minimum of five years. Please note that usernames cannot be reused for other digital banking profiles. If you have any questions about your digital banking data, please give us a call at 800-232-3642.

Please give us a call at 800-232-3642, visit your nearest Centra location, or send us a message in digital banking to close an account. To send a message in digital banking, choose ‘Message Center’ in the ‘Help’ menu, click ‘Compose,’ and choose ‘Account Closure Request’ as the subject. You’ll then need to provide the requested information in your message before sending.

You can give us a call at 800-232-3642 to delete your digital banking profile. Please note that deleting your digital banking profile doesn’t close any of your Centra Credit Union accounts.

Use the ‘Forgot username?’ or ‘Forgot password?’ links on the login screen. If you need additional help, please give us a call at 800-232-3642.

You can call us at 800-232-3642 to have your password reset. We’ll give you a temporary password that is valid for 90 minutes. Once you log in with the temporary password, you’ll be prompted to set a password.

Select ‘BillPay | Zelle’ under the ‘Transfer & Pay’ menu in digital banking and follow the easy steps for registration.

Select the account the check was written from and click on the magnifying glass in the upper right corner to search all transactions. You can search by entering the check information or click ‘Checks’ to see all check transactions. You can select the check to view more information, including the date posted and images of the check. To see a copy of a check you mobile deposited, click ‘Deposit Check’ in Centra Mobile and choose ‘Activity’ to see all your mobile deposits.

Every month (quarterly for Members with savings accounts only), we send you an account statement with your transactions and balance throughout the previous month. If you use digital banking, you can choose to receive your statement electronically. You can select ‘eStatements’ in ‘Account Services’ to sign up. Click ‘Statements” to view past statements.

Apple users can Download on the App Store. Android users can Get it on Google Play.

You can sign up for digital banking by selecting ‘Register’ from the ‘Log In’ dropdown at the top right of this page or on the log in screen in Centra Mobile.

When you have a check to deposit, just open the Centra Mobile app. From there, choose ‘Deposit Check’ in the bottom menu. Then you can follow the steps on the screen to choose your account, fill out the amount, and take your check photos! Make sure to endorse the check with your signature and the phrase “mobile deposit only to Centra Credit Union.” Click here for more tips on using mobile deposit.

No. The following types of checks aren’t eligible for mobile deposit:

• Checks payable to you jointly with one or more other persons, unless deposited into an account in the name of all payees.
• Checks that have been deposited at Centra or any other financial institution via mobile deposit or otherwise, including checks that have been returned unpaid.
• Checks drawn on a financial institution located outside the United States or not in United States currency.

If your mobile deposit was rejected, please check the ‘Rejected Reason’ on your email notification. Please resolve the issue and try again. If your mobile deposit fails after multiple attempts, bring the check to your nearest Centra location for help.

No. Once a deposit is submitted, it will begin going through the deposit process.

You can click ‘Deposit Check’ in the Centra Mobile app to review your ‘Activity.’ You’ll also receive email receipts when your deposit is approved or rejected.

Mobile deposits are processed a few times throughout the day, Monday through Friday, excluding holidays. Deposits submitted after 5:00pm ET or on non-business days will be processed the next business day. For more information, refer to the ‘Your Availability to Withdraw Funds’ section of your account’s terms and conditions.

Each check is deposited individually and requires its own photo. There’s no limit to the number of deposits you can make per day. However, a daily aggregate deposit limit of $3,000 applies.

When you have a mortgage, you might occasionally get mail promoting home warranties or scams claiming that someone is trying to reach you regarding your mortgage. If you receive one of these mailers, please follow these tips to determine whether it is legitimate.

• Read the fine print. Home warranty promotions or mortgage scams will usually have small print indicating that the information on the card was gathered from public records and that the company is not affiliated with Centra.
• Check the contact information. If Centra is contacting you about your mortgage, you’ll usually be directed to call our Contact Center at 800-232-3642 or our Mortgage Servicing Team at 800-232-3642, ext. 0334.
• Review the formatting. Centra’s mortgage servicing communication will usually be on white paper with Centra letterhead and placed in a Centra-branded envelope.

When listing Centra as the lienholder (mortgagee) on your homeowners insurance, please use the following address:

Centra Credit Union ISAOA
P.O. Box 3787
Carmel, IN 46082

You can reach Mortgage Servicing at 800-232-3642, ext. 0334.

You can find your mortgage account number in your account details in digital banking, on your loan documents, on your mortgage statement, or by contacting Mortgage Servicing at 800-232-3642, ext. 0334.

If your mortgage payment is submitted between 8:00am and 5:00pm Monday through Friday (excluding holidays), it will be applied the same day. If your payment is made outside of these hours or on a holiday, it will be applied on the next business day.

You can set up recurring payments from your Centra and non-Centra accounts in digital banking by selecting ‘Transfer & Pay’ and adjusting the scheduling options. If you’d like to set up recurring ACH payments, give Mortgage Servicing a call at 800-232-3642, ext. 0334, and a Centra Team Member can email, fax, or mail the form to you.

You have several ways to make your loan payments. Simply sign into digital banking and manage payments under the ‘Transfer & Pay’ menu. You can also set up recurring payments from your Centra and non-Centra accounts in digital banking. If you’d like to set up recurring ACH payments, contact Mortgage Servicing at 800-232-3642, ext. 0334, and they can email, fax, or mail the form to you. You can also mail your payment into Centra Credit Union, PO Box 789, Columbus, IN 47202 or visit any of our locations.

At this time, mortgage statements are only available by mail. Centra Credit Union works with a third party to send these statements.

No, it’s free to apply for pre-qualification. Applying for a mortgage is a lot easier with the help of a Mortgage Loan Consultant (MLC). After you apply for pre-qualification, an MLC will reach out to you to discuss your mortgage options.

Congratulations on your new vehicle purchase! Once you have a new car with a loan from Centra, you need to make sure Centra is listed as the lienholder on your title and insurance. You’ll also need to send us proof of insurance (maximum deductible of $1,000). Click here to learn how to complete these next steps.

Yes! Click here and select the type of loan you’re interested. You can also apply for a loan in digital banking.

Late payments will be reported once they are 30 days past due.

The standard late payment service charge is $17.00 and is issued after the 15-day grace period if the payment hasn’t been made. If your loan is set up for weekly or biweekly payments, the standard late fee is $5.00.

Yes, there’s a 15-day grace period on personal and auto loans. The grace period lets you delay your payment past your due date without getting a late payment charge. If a payment hasn’t been made within 15 days after the due date, a late payment service charge will be applied.

Some loans can be paid off in digital banking. You can also use the loan payoff calculator in digital banking for loans that can be paid off online. If your loan can’t be paid off in digital banking, please give us a call at 800-232-3642 or visit your nearest Centra location to initiate your payoff.

To have a stop payment placed on an automatic loan payment, please call us at 800-232-3642.

You can set up recurring payments from your Centra and non-Centra accounts in digital banking by selecting ‘Make a Transfer’ in the’Transfer & Pay’ menu and adjusting the transfer frequency. If you need to add a non-Centra account, choose ‘Add an Account’ and then set up your transfer.

The best way to make your loan payment is through Centra’s digital banking. Conveniently make your payment from any account (at Centra or other institutions) on any device, with no extra charge. Learn more about loan payments here.

We want to assure you that as one of the top 200 safest credit unions, we have your back! Not only is Centra a financially strong credit union, but we’re also federally insured by the National Credit Union Administration. The National Credit Union Administration (NCUA) is an independent agency of the United States government that regulates, charters, and supervises federal credit unions. Click here to learn more.

Never respond to or click on any links in a suspicious or unsolicited email. You can call us at 800-232-3642 to report a suspicious email. Click here to learn more about avoiding scams.

Change your username and password right away using the links in the digital banking login at the top of the screen. You can also call 800-232-3642 for assistance. Click here to learn more about what you can do if you suspect you’re a victim of fraud.

If you ever question the validity of a call or text from someone who says they are a Centra representative, hang up or do not respond to the texts, then call us at 800-232-3642. We will never call you to request your personal information. Click here to learn more. For more ways to stay protected from fraudsters, you can visit our Fraud Awareness page.

If you think someone has stolen your identity, please give us a call at 800-232-3642 or make an appointment to visit your nearest Centra location at your earliest convenience. Click here to learn more about what you can do if you suspect you’re a victim of fraud.