Frequently Asked Questions

Q:  Does Wildfire offer home/auto/life insurance?

A:  Wildfire Credit Union does not offer home/auto/life insurance. However, we do have a connection with Liberty Mutual to offer a group discount rate. To get a quote from Liberty Mutual, contact them at 1-800-779-7905. We also have a similar connection with TruStage Insurance as well. Their contact number is 1-800-356-2644.

Q:  What is Wildfire’s Routing Number?

A:  272484713

Q:  What is an ACH Reject Fee?

A:  An ACH Reject fee is a $5 fee that is assessed when an ACH Deposit or Withdrawal has been processed with an incorrect account number or account type. Since these transactions require manual intervention to locate and post to the account, a $5 processing fee is assessed. To correct this, simply give us a call at 989.249.8200 and we can provide the correct information to avoid future fees.

Q:  When do ACH Transactions Post?

A:  The Federal Reserve processes ACH files throughout the day and makes them available to financial institutions. To comply with the changes related to the "same day" ACH entries, we process ACH files from the Federal Reserve several times a day. We have postings around 1:00 A.M., 7:00 A.M., 12:00 P.M., and 4:00 P.M., this includes all transactions, both deposits and withdrawals from and to member accounts.

View, download, and print your account statements all from your online banking profile! All you have to do is:

Step 1: Select "Account Statements" from the "Accounts & Cards" tab at the top of your screen to view your list of statements

Step 2: Then you can either preview a statement by clicking the button in the "Preview" column or download it by clicking the button in the "Download" column.

Connecting an external account you have at another bank or credit union, allows you to transfer money between your Wildfire account, and the account you have at another bank or credit union.

Step 1: To connect to and external account to be able to transfer money to and from it, head to the “Accounts & Cards” tab at the top of the screen and click it to open a drop down menu.

Step 2:  Select “External Accounts” in the drop down menu.

Step 3: Once on the Connected Accounts screen click the blue "+ Connect account" button in the top right.

Step 4: Enter the account credentials in the fields of the pop form that appears and click the blue "Connect" button at the bottom.

Connecting an external account you have at another bank or credit union, allows you to transfer money between your Wildfire account, and the account you have at another bank or credit union.

Step 1: Head to the “My Accounts” tab at the top of the screen and click it to open a drop down menu.

Step 2:  Select “Connected Accounts” in the drop down menu.

Step 3: Once on the Connected Accounts screen click the blue "+ Connect account" button in the top right.

Step 4: Enter the account credentials in the fields of the pop form that appears and click the blue "Connect" button at the bottom.

Q:  Can I use an outside credit card to make a loan payment at Wildfire over the phone?

A:  You cannot use a credit card to make a loan payment. However, you can use your debit card from another financial institution to pay your Wildfire loan. We can also debit your savings or checking account and have your loan payment processed through Electronic Funds Transfer (EFT). EFT transfers can also be set up through online or mobile banking. If you have any questions please contact us at 989.249.8200.

Q:  How do I get my PIN for my new Debit or Credit Card?

A:  You can set your PIN for your Wildfire Debit or Credit Cards by calling 1-866-304-8760.

Option 1 will allow you to activate the card and set a pin number.

Option 3 will allow you to change an existing pin. If you are unsure of the current PIN number, please give our Contact Center a call at 989.249.8200. Our Contact Center representatives will be able to reset the PIN change option on your card to allow you to set your PIN.

Q: Why can I not sign into the Business Digital+ app?

A: You first need to enroll and complete one log in on our website for Business Digital+ to have access to the Business Digital+ app. Enroll here: Digital+ Business Banking (wildfirecu.org).

Q: Will I need to verify a text or phone call upon logging in?

A: This will only need to be done the first time when enrolling in the Business Digital+ app. From here you can sign in with Touch ID, Facial Recognition, Passcode, or Username and Password.

Q: What version of iOS (Apple) or Android is required for Business Digital+ app?

A: In order to accommodate the new app:

• iOS version 12 is required which would be equivalent to an iPhone 6 or newer.


• For Samsung or Android you would need Android 8.0 version and up.

Q: As an owner, what profile do I select when signing into the Business Digital+ app?

A: You will want to select the primary profile with your individual name as the owner, and it is the profile with the home icon.

If there are SA or SD accounts below, these are just to notify the names of authorized users which you have added to your account.

Q: How do I hide accounts in Business Digital+ app?

A: Currently there is not a function to hide accounts in the Business Digital+ app and will need to be done on the online web Business Digital+ platform. You do have the ability to rename accounts in the Business Digital+ app by selecting an account and clicking “Details”.

Q: What features are unavailable in Business Digital+ app, but in online web Business Digital+?

A: Web only features:

• Enrollment  for Digital+


• Hide accounts


• Manage other bank/credit union accounts.


• Make profile changes


• Banking analytics


• Setting up Connected Accounts


• Order checks

Q: How do I edit notifications?

A: This can be done under the “More” section at the bottom of your app or the notification bell icon in the top right hand corner. Notifications consist of direct phone/push notifications, text, or e-mail.

Q: What new features are there with Mobile Deposit Capture?

A: There is an automatic photo feature to line up the check and take the image. If this is not working than a manual option is also available. All mobile deposits post after 9:00 A.M. and 5:00 P.M. (EST) on business days.

Q: Why do I not see an image of my personalized card?

A: Currently the personalized feature is not available.

Q: What is the Rewards section at the bottom of my accounts?

A: This tab shows the amount of cash back rewards earned from purchases you made with your Business Visa® Credit Card. This displays for all members and can be hidden in the Business Digital+ web version, but you are not able to rename this account.

Q: Can I save or bookmark my Digital+ Sign In page?

A: Since Digital+ has a changing URL for security, this will not function properly. The best way to access Digital+ is through our website at www.wildfirecu.org, which you may bookmark.

Q: Who can enroll for Wildfire Business Digital+?

A: Only owners of a business account can enroll for Digital+ and they will use their information when enrolling.

Q: Why do I have to receive a phone call or text upon each sign in?

A: This feature has been put in place for security purposes and to verify that you are the only individual with access to your account. Remember, do not share this code with anyone. Wildfire Credit Union employees will never ask you for this code.

Q: What phone number will receive phone call or text upon login verification?

A: The phone number listed under each joint owner is used to verify. Please reach out to us to update your contact information if not receiving your verification.

Q: How do I link a personal account to my business account?

A: Upon enrolling your business account on the first log in, you will be prompted to select what personal accounts you want to view or not view in the Digital+ system. If you miss this step or don’t see this upon enrolling, then please reach out to us so we help you get this prompt again.

Q: What is the purpose of an Authorized User?

A: An Authorized User is an individual that you have given permissions to assist with your business account. These permissions can be taken away by a business owner, edited, and removed, and each Authorized User has their own login information.

Q: How do I Hide accounts or loans I am seeing or rename them?

A: You will select “Manage Accounts” at the top of “Account Summary” page. From this page, you can toggle account viewing on or off using the toggle button and edit the names of any accounts using the pencil icon. 

Q: Why doesn’t Manage other Bank Accounts work to view my other financial institution?

A: Based on the security of that financial institution, there may be times where you will need to re-validate the connection because of limited access or unable to connect due to phone or text verification at your other institution.

Q: How do I know if my Bill Pay is sent via check or electronic?

A: An envelope next to payment will show that the Bill Pay is sent via check and a lightning bolt shows that it is electronic. When adding a new payee, upon typing the payee name a drop down will appear with that payee’s name to select electronic payment. All Bill Pay checks will clear your account once received and cashed by payee. 

Q: QuickBooks will not link to my Business Digital+ account?

A: Please reach out to us at 989.249.8200, so we can assist you with linking your QuickBooks with Business Digital+.

Q: Why can I not sign into the Wildfire Digital+ app?

A: You first need to enroll on our website for Digital+ to have access to the Digital+ app. Enroll here: Digital+ Banking (wildfirecu.org).

Q: Will I need to verify a text or phone call upon logging in?

A: This will only need to be done the first time you log into the Digital+ app. From here you can sign in with Touch ID, Facial Recognition, Passcode, or Username and Password.

Q: What version of IOS (Apple) or Android is required for Digital+ app?

A: In order to accommodate the new app

• IOS version 12 is required which would be equivalent to an iPhone 6 or newer.


• For Samsung or Android you would need Android 8.0 version and up.

Q: How do I sign into a different user or account from the Digital+ app?

A: Tap the "More" button at the bottom of the app and then tap "Switch Users".

Q: How do I hide accounts in Wildfire Digital+ app?

A: Currently there is not a function to hide accounts in the Digital+ app and will need to be done on the online web Digital+ platform. You do have the ability to rename accounts in the Digital+ app by selecting an account and clicking “Details”.

Q: What features are unavailable in Wildfire Digital+ app, but in online web Digital+?

A:

• Enrollment for Digital+


• Hide accounts


• Manage other bank/credit union accounts.


• Make profile changes


• Banking analytics


• Setting up Connected Accounts


• Order checks

Q: How do I edit notifications?

A: This can be done under the “More” section at the bottom of your app or the notification bell icon in the top right hand corner. Notifications consist of direct phone/push notifications, text, or e-mail.

Q: What new features are there with Mobile Deposit Capture?

A: There is an automatic photo feature to line up the check and take the image. If this is not working than a manual option is also available. All mobile deposits post after 9:00 A.M. and 5:00 P.M. (EST) on business days.

Q: Why do I not see an image of my personalized card?

A: Currently the personalized feature is not available.

Q: What is the Rewards section at the bottom of my accounts?

A: This tab shows the amount of cash back rewards from purchases, which members with a Wildfire Visa® Credit Card have accumulated. This displays for all members and can be hidden in the Wildfire Digital+ web version.

Q: Can I save or bookmark my Digital+ Sign In page?

A: Since Digital+ has a changing URL for security, this will not function properly. The best way to access Digital+ is through our website at www.wildfirecu.org , which you may bookmark.

Q: Why do I have to receive a phone call or text upon each sign in?

A: This feature has been put in place for security purposes and to verify that you are the only individual with access to your account. Remember, Do not share this code with anyone. Wildfire Credit Union employees will never ask you for this code.

Q: Why am I not receiving a phone call or text to access my Digital+ account?

A: Your contact information on file determines the verification call or text. If you are not receiving, then please reach out to us at 989.249.8200 so we can update.

Q: With a joint account, how do both owners receive verification?

A: We can help you update your contact information so one owner receives a phone call and the other a text message. Each owner can have their own sign in credentials but must enroll with primary member’s personal information.

Q: Why can’t I see transfers to other Wildfire members?

A:

1. One-time transfers to other Wildfire members which were done prior through Online Banking or Mobile app will need to be reset up in our P2P system for instant transfers via a debit card.


2. Recurring transfers can be set up with Wildfire or through the P2P system directly from a savings or checking account.

Q: How do I Hide accounts or loans I am seeing or rename them?

A: Select “Manage Accounts” at the top of “Account Summary” page. From this page, you can toggle account viewing on or off using the toggle button and edit the names of any accounts using the pencil icon.

Q: How do I Search for a specific transaction or amount?

A: First, you will select the specific account you are looking to search under and type in the search bar for the transaction or merchant. To search an amount or range, select Filter to find based off amount.

Q: How do I setup text alerts or notifications?

A: Select “Manage Notifications” under the “Self Service” drop down menu. From this page, you can set up what types of alerts you want, which accounts, and if you want them sent via text or e-mail.

Q: Why doesn’t Manage other Bank Accounts work to view my other financial institution?

A: Based on the security of that financial institution, there may be times where you will need to re-validate the connection. Limited access or unable to connect may be due to phone or text verification at your other institution.

Q: How do I update my contact information?

A: Select “My Profile” under “Self-Service” tab drop down menu to update e-mail, phone, or address. All contact information is for Primary Member only.

Q: How do I send Wildfire a message?

A: Select the “Messages” tab under the "Self Service" at the top of your online banking and click the blue “Compose” button. Messages can be sent with attachments as PDF, JPG, and PNG with a maximum attachment size of 10MB.

Q:  How many P2P payments am I allowed to have in progress at one time?

A:  You are only allowed to have 5 P2P transfers in progress at any given time. For example, if you initiate 3 transfers on Monday and on Tuesday those transfers are still being processed, you can only make 2 Transfers until the other three go through. 

Q:  How does a P2P recipient avoid answering security question each time?

A:  When a P2P request is received, there is a button to select “Auto-Accept” by recipient. This allows all future deposits to come in from a known sender without having to answer a question.

Q:  How do I accept a P2P from a Wildfire member and only have a Wildfire savings account for deposit?

A:  If you are having a deposit go to your Wildfire savings, then you will need to add 4 zeros (0000) to the end of your account number.

Q:  P2P failed and being sent via debit card or received with debit card?

A:  First you will want to make sure that the debit card with Wildfire is updated in Digital+ if a new card or card expired. The recipient of P2P can also select text or e-mail link to update their debit card or method of receiving the P2P.  

Q: Why is my P2P not going to recipient and funds have pulled from my account?

A:  

• Recipient may have answered the security question incorrectly or failed 3 times.


• Recipient may need to update debit card or account information


• Recipient may have not received or deleted e-mail or text for verification.

Q:  When will P2P recipient get text or e-mail?

A:  Same day if sent for instant P2P with debit card. If future P2P, the text or e-mail will be sent the morning requested for the payment to be sent. Recipient has until 5:00 P.M. (EST) that day to complete P2P receiving information or P2P will not arrive until the next business day. 

Q: P2P recipient never received text or e-mail, how do I get refund? 

A: If you do not see an option to delete the P2P in your Digital+ under Payment Activity, then you can reach out to Wildfire Credit Union and we will be able to assist with refunding the P2P if it did not send. Auto refunds will happen after 10 calendar days if recipient does not accept.

Q: How do I delete P2P or resend text/e-mail if never received? 

A: You can go to Payment Activity to view future P2P in order to edit or delete them. If P2P is removed, then a new P2P may be reset up right away. 

Q: How do I know if P2P went through successfully? 

A: There is an option during P2P setup to be notified once recipient receives the deposit sent.  

Q: How long does it take for P2P to arrive for recipient?

A:  

• If P2P is sent via a Wildfire Debit Card then recipient should be receiving notification of text or e-mail right away, and will receive deposit same day if accepting with debit card.


• If P2P is sent directly from Wildfire savings or checking account, then recipient should receive deposit next business day once accepted. *Recurring transfers are set up by selecting savings or checking.*

Q: How do I know if my Bill Pay is sent via check or electronic?

A: An envelope next to payment will show that the Bill Pay is sent via check and a lightning bolt shows that it is electronic. When adding a new payee, upon typing the payee name a drop down will appear with that payee’s name to select electronic payment. All Bill Pay checks will clear your account once received and cashed by payee. 

Q: What happened in the breach?

A: On December 30, 2023, Doxim (our third-party vendor) detected suspicious activity within a portion of their computer network supporting our credit union services. Upon discovering the situation, they promptly took these systems offline, notified law enforcement, and engaged industry-leading cybersecurity experts to investigate. As part of their investigation, they determined that files had been removed from their network, and they worked with their cybersecurity experts to secure the destruction of those files. We recently discovered that some of those files included personal information. This event impacts some current and past members.

Q: Which third-party vendor was involved in the breach?

A: The third-party vendor is Doxim, and they are Wildfire's vendor for all statements, notices and tax documents.

Q: What specific information was accessed or stolen?

A: The files removed from Doxim’s network that relate to our members contained their name, mailing address, Wildfire Credit Union account number, and Social Security number.

Q: Has the breach been contained, and how?

A: Upon discovering the situation, Doxim took their systems offline and notified law enforcement. There is currently an investigation proceeding, but the breach has been contained.

Q: Explain the measures that have been taken to secure the system and prevent further unauthorized access.

A: Doxim is actively collaborating with federal law enforcement in their ongoing criminal investigation. To strengthen their cybersecurity measures, Doxim is working closely with cybersecurity experts and have engaged a third-party service to monitor online forums and marketplaces for any developments related to this incident. As of now, they have found no evidence that any files, including those containing personal information, have been published or misused.

Q: What is the credit union doing in response to this breach?

A: Although the breach occurred on our vendor's network, we take our responsibly to our members' very seriously. We continue to work with Doxim in an effort to notify each and every member impacted by the event are properly notified and offered credit monitoring services, if applicable.

Q: What can members do to protect their information moving forward?

A: Members can protect their information by reviewing their credit report for any activity they do not recognize every six months. We advise our members to continue to monitor accounts for any suspicious activity. Members can also place fraud alerts with any of the three credit bureaus.

Q: Will affected members be notified personally?

A: Yes, we are making efforts to ensure every affected member will receive a letter in the mail.

Q: Is there any credit monitoring or identity theft protection being offered to affected members?

A: Yes. Doxim is offering Identify Monitoring Services through Kroll Monitoring. To activate identity monitoring services, please visit: https://enroll.krollmonitoring.com/create-account

Q: Who can members contact for more information or if they suspect any misuse of their information?

A: They can call our Contact Center at 989.249.8200 or call Doxim’s dedicated support team at 866-898-2363.

Q: What is an escrow account?

A: An escrow account is established to hold money collected by your lender to pay your hazard insurance (homeowners insurance), mortgage insurance (PMI) and property taxes when they become due.
Your monthly mortgage payment includes an amount, approximately 1/12 of the anticipated total annual tax and insurance due. This account may contain a cushion, also referred to as a reserve.

Q: What is a cushion?

A: The cushion is a required dollar amount to remain in the escrow account to offset unanticipated increases in the property tax amounts or insurance premiums. This amount cannot exceed 1/6th of the total amount of items paid out of the escrow annually.

Q: What is a shortage?

A: A shortage occurs when your escrow account does not have sufficient funds to pay for property taxes and/or insurance premiums. Unexpected increases to the items paid through your escrow account can cause a shortage. For example: if property taxes increase from the prior year, your escrow account must fund the full amount due. The difference would be included in the shortage amount. You will have two options to pay the shortage:

1. Pay the shortage amount in one full lump sum. Typically, your monthly mortgage payment will still increase but for a lower amount than when choosing option 2. If you would like to pay your shortage in full, please contact the Mortgage Servicing department, no later than February 26th, 2025 to allow time for escrow analysis to be re-ran. 989.249.8200, ext. 1004.
2. Pay the shortage amount monthly with your mortgage payment. The shortage will be spread over 12 months and added to the monthly payment. This will happen automatically as part of the escrow analysis process.

Q: Can the monthly escrow payment still change without a shortage occurring?

A: Yes. If any annual disbursements change, the monthly collection amounts will be calculated based on the new amounts due.

Q: What is an overage?

A: An overage occurs when your escrow account has more funds than required at the time of the analysis. For example: if your insurance premium decreased from the year prior, the premium amount paid would be less than anticipated. The difference would be included in an over amount. The overage amount will be refunded in one of two ways:

1. If the overage is less than $50, the funds will remain in the escrow account.
2. If the overage is over $50, and your loan is current a refund check for the overage amount will be included with Annual Escrow Account Disclosure Statement and mailed to you.
   • The overage amount cannot remain in the escrow account or be treated as a prepayment of escrow funds. Real Estate Settlement Procedures Act (RESPA) requires the overage funds to be sent back to you.

Q: How to Read Your Annual Escrow Account Disclosure Statement

A: An escrow analysis of your escrow account is completed annually to determine if sufficient funds are being collected. You will receive the results to the escrow analysis on an Annual Escrow Account Disclosure Statement.

The second page of the Annual Escrow Account Statement includes an account history detailing actual deposits and disbursements from the escrow account since your previous analysis.

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Q:  What is the fee for a Money Order or Cashier's check?

A:  The fee for a money order is $2. The payee for a money order is completed by the holder of the money order.

There is a fee of $5 for each cashier's check. The payee for a cashier's check is completed at the time the cashier's check is printed by the credit union.

Q:  Why is there a fee when my check gets returned?

A:  A Non-Sufficient Funds (NSF) fee is charged when there is not enough money in an account to cover a check that is presented for payment. This fee is also charged for ACH items when there are not sufficient funds in an account to pay an item. Please contact us Regarding overdraft options on your account to avoid NSF or Overdraft Fees..

Q:  What is the normal approval time for a loan application?

A:  The loan application process is usually 15 minutes. After an application is submitted for approval we typically have a turnaround time of same day or next business day pending loan volume.

Q:  What is Mobile Deposit?

A:  Wildfire Mobile Deposit* is a secure, online service that allows you to deposit checks into eligible Wildfire accounts with your mobile device. Simply take a picture of a check with your smartphone or tablet camera and the images and deposit information will then be electronically delivered to Wildfire Credit Union.

* Available to all eligible accounts. Contact us to see if your account is eligible.

Q:  How do I enroll in Mobile Deposit?

A:  To enroll your eligible account, select the "Mobile Deposit" option from the menu of your Mobile Banking app; then read and accept the Mobile Deposit Service Agreement.

Q:  How long should I retain my original check? What happens if I discard the check and an issue arises?

A:  We are glad you asked. For your protection, retain the original check for at least two weeks AFTER receiving confirmation that it has posted to your account. When you are ready to discard it, mark it "VOID" and dispose of it in a way that prevents it from being presented for payment again, such as shredding it.

If an issue should arise and the original check is no longer available, please contact the issuer of the check to obtain a copy of the check that can be re-submitted for deposit.

Q:  How long does the system retain my Mobile Deposit history?

A:  Completed deposits can be viewed in the account history for two years.

Q:  Is my financial Information safe with Mobile Deposit?

A:  YES! The Mobile Deposit service is offered through Mobile Banking, which requires you to provide a unique username and password when you log in. To prevent unauthorized access to your account, be sure to log out of Mobile Banking once your online account activities have been completed.

Q:  Is there a fee to use Mobile Deposit?

A:  Nope! The Mobile Deposit service is FREE to Wildfire members making deposits to their eligible account(s).

Q:  What are the deposit and transaction limits?

A:  Accounts have a $5,000 per check, per day limit and an aggregate or maximum limit of $20,000 in any 30-day period.

Q:  What are the guidelines for taking a good picture for Mobile Deposit?

A:  Make sure your check image follows these conditions:

• Take the picture in a well-lit area.
• Avoid shadows such as those created by holding the camera between the check and the light source.
• Only the check you are working with should be visible in the picture.
• Avoid having other objects in the frame, such as other papers, pens, etc.
• Take the picture of your check against a darker background color.
• Make sure the check is not cut off by the edge of the view window, a deep shadow or other objects. All four corners of the check need to be visible.
• Make sure the image is sharp and focused. For some devices this means pulling back from the check so the image does not blur.

Q:  What mobile devices are supported by Mobile Deposit?

A:  Good question. Mobile Deposit is currently available on iOS 12 and above or Android™ OS 5.0 and above.

Q:  What should I do if I need some help with Mobile Deposit?

A:  If you need assistance, please visit one of our branch locations or contact us at our Contact Center at 989.249.8200 during normal business hours.

Q:  What steps should I take if my Mobile Deposit is declined?

A: Possible reasons for a deposit being declined include:

• Ineligible check
• Non-negotiable
• Missing signature
• Missing endorsement
• Stale dated
• Post-dated
• Duplicate check
• Poor image quality
• Daily deposit dollar amount exceeded
• Unacceptable item
• Other

If you feel you need to discuss the matter in more detail, you can contact our Contact Center at 989.249.8200 during normal business hours.

Q:  What types of checks can I deposit with Mobile Deposit?

A:  Wildfire accepts checks drawn on financial institutions within the United States, excluding its territories. This includes Personal checks, Corporate/Business checks, Cashier's checks and Government checks.

Q:  What types of checks CANNOT be deposited with Mobile Deposit?

A:  The following items are NOT eligible for Mobile Deposit:

• Checks or items payable to any person or entity other than the owners on the account for which the check is being deposited.
• Checks with asterisks in front of the check amount, example: $***150.
• Post-dated checks.
• Checks or items containing an obvious alteration to any of the fields on the front, or checks or items which you know, suspect or should know or suspect to be fraudulent.
• Checks written from any account of which you are a primary or joint owner at Wildfire.
• Checks or items not payable in United States currency.
• Items drawn on financial institutions located outside the United States.
• Items previously converted to a substitute check.
• Checks to make a loan, credit card or mortgage payment.
• Checks to be directly deposited into your IRA, High Yield Deposit Account or Certificate of Deposit.
• Money orders and travelers checks.
• Starter or counter checks.
• Amex Gift Cheques.
• Savings bonds.
• Checks that require authorization.
• State-issued registered warrants.
• Checks from another financial institution to a closed account.

Q:  When will deposited funds be available in my account?

A:  If you deposit a check Monday – Friday between 9:00 A.M. - 5:00 P.M. ET funds will be available that day based on our Funds Availability of Deposits.

If you deposit a check Monday – Friday after 5:00 P.M. ET, Saturday, Sunday or a Holiday, funds will be available the next business day based on our Funds Availability of Deposits.

Q:  Who is eligible for Mobile Deposit?

A:  Members with a checking or savings account in good standing are eligible for Mobile Deposit.

Q:  Why must the check be endorsed with the words For Wildfire Mobile Deposit Only?

A:  This specific endorsement ensures that checks deposited through Mobile Deposit will not be deposited again at a Wildfire Credit Union branch or at another financial institution. It is one of many security measures we have put in place to protect member accounts from theft and fraud. Checks that are not endorsed as specified will be rejected by Wildfire Credit Union.

Step 1: Select “Move Money” menu button at the bottom of your screen (looks like two arrows one points up and one points down).

Step 2: Once on the "Move Money" screen, select "Make a Transfer".

Step 3: Click the box under “From”, which will open a drop down menu.

Step 4: Scroll through the drop down menu and select an account you would like to transfer money from. Make sure the account you select is being displayed under "From".

Step 5: Then select the account , loan, or credit card you wish to send funds to in the “To” drop down, by clicking the box below “To” and locating an account.

Step 6: Then select the frequency you would like the transfer to take place in the "When" field.

• Note: When redeeming reward points the transfer cannot be scheduled.

Step 7: Next, click the blue “Continue to review” button at the bottom and then the blue "Confirm and transfer” button on the following screen.

View, download, and print your account statements all from your online banking profile! All you have to do is:

Step 1: Select "Download Statements" from the "Self Service" tab at the top of your screen to view your list of statements

Step 2: Then you can either preview a statement by clicking the button in the "Preview" column or download it by clicking the button in the "Download" column.

Step 1: Head to the “Move Money” tab at the top of the screen and click it to open a drop down menu.

Step 2: Select “Make a Transfer” in the drop down menu.

Step 3: Click the box under “From”, which will open a drop down menu.

Step 4: Scroll through the drop down menu and select an account you would like to transfer money from. Make sure the account you select is being displayed under "From".

Step 5: Then select the account , loan, or credit card you wish to send funds to in the “To” drop down, by clicking the box below “To” and locating an account.

Step 6: After you select your account to transfer points to enter the amount in the “Amount” field.

Step 7: Then select the "Frequency" you would like the transfer to take place.

• Note: When redeeming reward points the transfer cannot be scheduled.

Step 8: Next, click the blue “Continue” button at the bottom and then the blue “Submit” button on the following screen.

Step 1: Head to the “Move Money” tab at the top of the screen and click it to open a drop down menu.

Step 2: Select “Make a Transfer” in the drop down menu.

Step 3: Click the box under “From”, which will open a drop down menu.

Step 4: Scroll through the drop down menu and select an account you would like to transfer money from. Make sure the account you select is being displayed under "From".

Step 5: Then select the account , loan, or credit card you wish to send funds to in the “To” drop down, by clicking the box below “To” and locating an account.

Step 6: After you select your account to transfer points to enter the amount in the “Amount” field.

Step 7: Then select the "Frequency" you would like the transfer to take place.

• Note: When redeeming reward points the transfer cannot be scheduled.

Step 8: Next, click the blue “Continue” button at the bottom and then the blue “Submit” button on the following screen.

Q:  Are my funds insured at Wildfire?

A:  Great question! Yes, your funds at Wildfire are federally insured by the National Credit Union Share Insurance Fund (NCUSIF). The standard share insurance amount is $250,000 per share owner, for each account ownership category. For more information, the National Credit Union Administration (NCUA) provides an estimator to help you better understand the protection offered by the NCUSIF. This resource is available at MyCreditUnion.gov/estimator.

Q:  Does Wildfire offer checking accounts with free checks?

A:  When you open a checking account at Wildfire your first box of checks are free! Any check orders that come after your first box are to be paid for.

Q:  How do I update my address?

A:  There are a few quick and easy ways to do this:

• Submit an address change in writing and mail it to PO Box 3285, Saginaw, MI 48605.
• Stop in to one of our branch locations.
• Within Online Banking, choose "My Profile" within the "Self Service" drop down.

Q:  When are Christmas Club funds transferred to my savings or checking account?

A:  Christmas Club funds that are saved throughout the year will automatically transfer each year on October 15 to your savings or checking account. This will take place regardless if October 15 happens to fall on a weekend.

Q:  Does Wildfire offer Visa Gift Cards?

A:  Yes, Wildfire offers Visa Gift Cards. The fee for a Visa Gift card is $2 for members and $5 for non-members. The minimum amount that can be loaded to a Visa Gift card is $25 and the maximum amount is $1,000. Visa Gift cards are not reloadable.

Q:  Can my gift card be reloaded?

A:  No, the gift card cannot be reloaded.

Q:  Can my gift card have a negative balance?

A:  Any authorization request that is greater than the card's available balance will be declined. However, there can be times when a Visa merchant puts an item through without prior authorization. If an overdraft occurs, you will be required to make a payment to cardholder services to cover the negative amount.

Q:  Does my gift card have an expiration date?

A:  Yes it does. The card and the funds expire on the date shown on the front of the card or when the balance is $0, whichever comes first. The cardholder may terminate the card and receive the funds via a check. Within six to eight weeks of a written request, a check will be sent with less than a $25 fee.

Q:  Can I get Cash Back from a merchant?

A:  No, Cash Back is not an option on your gift card.

Q:   How are merchandise returns handled?

A:  Each merchant location has its own return policies and will handle the returns in the same manner as a Visa debit purchase.

Q:  How do I check my gift card balance?

A:  Head on over to www.harlandclarkegiftcard.com or call 1-866-244-5360.

Q:  Is my gift card a credit card?

A:  No, it is a prepaid Visa card that carries a fixed cash amount determined by the Gift Card purchaser. Each time you use the card, the purchase amount is deducted from the available balance. So, if you have a $25 gift card and buy something that is $7, you will have $18 remaining.

Q:  What do I do if my purchase is denied?

A:  If your purchase is denied the card's available balance is probably less than the purchase amount. Call 1-866-244-5360 for the remaining balance on the card and then use another form of payment, accepted by the merchant, to pay the difference.

Q:  What happens if my gift card is lost or stolen?

A:  Each merchant location has its own return policies and will handle the returns in the same manner as a Visa debit purchase.

Q:  What happens if there is a balance remaining on my gift card after it expires?

A:  Any remaining funds on the card after the card expires will no longer be available.

Q:  When purchasing an item or experience, should I select debit or credit at the point of sale?

A:  Select "credit".

Q:  Where can my gift card be used?

A:  It can be used to make purchases everywhere Visa debit cards are accepted.

Here are some tips when using the card at:

• Restaurants, Beauty Salons, Hotels, Car Rental Agencies - It is customary for service-oriented or travel companies to require an available balance over the purchase amount (usually 25%) to ensure sufficient funds for tips or incidental expenses.

• Gas Stations - Paying at the pump using this card requires at least a minimum balance of $75. However, only the actual amount spent will be deducted from the card. If your gift card balance is less than $75.00, you can use the card inside the station as long as the purchase does not exceed the remaining balance.

• On-line Merchants- In order to use this card for merchants who use address verification to authenticate purchases, you must register your card on-line at www.harlandclarkegiftcard.com. Login as a Returning Cardholder and follow the instructions to register your card. Your card may not be used at age restricted on-line merchant sites.

Q: What is the Wildfire Rewards Program?

A: We have designed a rewards program for its members to earn points, which can be redeemed for cash back on purchases they make using their Visa credit card.

To learn more check out Wildfire Rewards.

Q: How much is a point worth?

A: 1 point = 1 cent ($0.01)

Q: Can I cover withdrawals I make at ATMs with my points?

A: No, you cannot.

Q: Can I redeem my points online?

A: Yes, you can redeem points by either logging into Online Banking or by using our Mobile Banking App. Choose "Make a transfer" from the "Move Money" menu. Then select your "Rewards" account in the "From" dropdown. From there choose the account or loan you would like to redeem you points to, the amount you wish to transfer, and then click the submit button.

Q: Can I reverse and/or pay a fee with my points?

A: Yes, you can perform a transfer from your rewards account and deposit to savings or checking to reverse a fee.

Q: How can I use my points?

A: We offer a variety of ways to use your points. You can choose to simply have a transfer to your Visa or other eligible transactions on savings or checking accounts and make loan payments.

Q: How do I apply Cash Back to my credit card bill?

A: You can do this when using Online Banking or by using our Mobile Banking App. Choose "Make a transfer" from the "Move Money" menu. Then select your "Rewards" account in the "From" dropdown. From there choose your Visa loan as the "To" account, enter the amount you wish to transfer, and then click the submit button. Don't hesitate in contacting our Contact Center or stopping into one of our branches. We are more than happy to help you out.

Q: How do I earn points?

A:  You earn one point for every dollar you spend when using your Wildfire Visa credit card.

Q: How long will it take to receive points I redeemed?

A: Not long at all! You will instantly see the deposit into the share or loan you choose. If you are not seeing the deposit or payment being made, please contact our Contact Center at 989.249.8200.

Q: If fraudulent charges occur on my account, do I get to keep the points the charges earned?

A: No.

Q: If I travel out of the country, will the international fees earn points?

A: No, international fees will not earn points.

Q: If I use my points to make a loan payment, will it automatically advance the due date?

A: If you use your points to satisfy the full payment of the amount due, the system will advance the due date by one month, as long as the loan is not already paid ahead into the next month.

Q: If my Visa card gets lost or stolen will my points transfer to my new card?

A: Yes, your points will remain the same when you get a new card.

Q: Is there a limit to the amount of points I can earn?

A: Nope!

Q: Is there a minimum or maximum to the amount of points I can redeem at one time?

A: No. Feel free to redeem as many or as few points as you want, whenever you want.

Q: What if I don't see points on my account after making a purchase?

A: No need to worry, your points will appear once the merchant posts the transaction. Merchants can post as early as the same day or over the next few days.

Q: Where can I find my point balance?

A: You can see your balance in real time on the "Rewards" account under the "Other" section on the summary page, when you log in to either Online Banking or in the Wildfire Mobile Banking App.

You can also find your point balance on your monthly statement that is delivered in the mail or electronically through Online Banking.

Q: Why didn't I earn points on my purchase during a promotion?

A: Points are earned based on the authorization date, not posting date of a transaction.

For example, if you make a purchase on a Monday and a promo starts that Wednesday and your transaction is posted on Wednesday, it will not count towards the promo. This is because the date you made the transaction, or the authorization date, was on Monday.

Q: Why do I have a restriction on my account?

A: There are various reasons why restrictions get placed on accounts. If there is a restriction on your account please contact the Contact Center at 989.249.8200 to answer any questions you have.

Q: Why isn't my balance growing as I use my Visa?

A: Please give us a call at 989.249.8200 or stop into one of our branches to report this issue and we will get things all straightened out for you!

Q: Why was interest deducted from my payment when I redeemed points to pay on my loan?

A: When you redeem points for cash back to pay on your loan, this will apply to your loan as a payment. Just like any other payment, if there is interest owing, the system will satisfy the interest owing and any fees before applying any amount to principal.

Q: Will I be notified when my points are expiring soon?

A: Yes, you will receive a notification on your statement before your points expire.

Q: Will my points ever expire?

A: Yes, your points will expire four years after the first of month following the month you earned the points.

For example: Say you made a purchase on October 15, 2022. The points earned on that purchase will expire on November 1, 2026.

Q:  Does Wildfire Credit Union offer notary or medallion services?

A:  Yes, the credit union offers notary and medallion services to members at our branches. The fee for a notary is $5 and $10 for a medallion.

Q:  Does Wildfire Credit Union send and receive wires?

A:  Yes, we send domestic wires in the United States and receive incoming wires.

Q:  What is the cost for sending or receiving a wire?

A:  The fee for an incoming wire into your account is $10 and for all outgoing wires is $20.