Frequently Asked Questions (FAQ)

Affinity Credit Cards

I applied for my Visa Credit Card. When should I expect to receive my card?

Upon approval, your new card should arrive in approximately 7-10 days.

How do I change the PIN for my Visa Credit Card?

Bring your card(s) to an MSUFCU Branch and you will be able to choose your new PIN.

My wallet was lost/stolen. What do I do about my cards?

Call 517-333-2244 or toll-free 877-340-8470, or come in to an MSUFCU Branch as soon as possible. We will help you to complete the necessary steps to block your card. With proper identification, we will issue a new card for your account. After business hours, call 888-393-1172.

What is the fee to use an out-of-network ATM?

You will receive a $1.00 out-of-network fee per transaction in addition to a surcharge from the institution that owns the machine. Their surcharge can range from $1.00 to $3.00 and will be posted on the machine before your transaction occurs.

To what address should I mail my Visa Credit Card payments?

Your payments should be mailed to the card provider:

MSU Federal Credit Union
PO Box 1067
East Lansing, MI 48826-1067

For express mail, please send your payment to:

MSU Federal Credit Union
3777 West Road
East Lansing, MI 48823

How do I dispute a charge on my Visa statement?

Contact MSUFCU at 517-333-2244. Depending on the type of charge and circumstances involved, we will order a merchant copy of the receipt.

We also need a detailed, signed letter of explanation from you before we can seek charge back rights and credit your account.

My card was captured at an ATM. Do you have it or do I need to order a new card?

If you were using an MSUFCU-owned ATM, the card will be returned to us and we can return it to you. If you were using a non-MSUFCU-owned ATM, please call 517-333-2244 and we will block the captured card and order a new card with a new PIN.

Who is MSU Federal Credit Union?

MSUFCU is the provider and servicer of your Visa Credit Card.

How do I view my credit card statements online?

Visit the My Account page to sign into your account. Once signed into your account, just click My eStatements on the Account Summary screen.

If you do not have access to ComputerLine, please contact us for assistance.

My credit card statement says I have a cash advance interest owing. What is a cash advance?

A cash advance is funds forwarded from a Visa account by a Visa Convenience Check, withdrawal at a teller, ATM, for overdraft protection, or ComputerLine transfer from your credit card to your savings or other share account. Reviewing your statements should reveal when the cash advance occurred. Cash advances accrue interest immediately.

When I log into my account, I have a Spartan Saver account listed with a $5 balance? Where did the $5 come from?

When you apply for an affinity credit card, you also become a member of MSU Federal Credit Union, who is the provider of your card. All members of MSUFCU need to maintain a $5 balance in a savings account. When your card was opened, MSUFCU made your required $5 deposit for you.

Why does my statement or online account show activity on my credit card, even though I have not used it?

If you have a checking account and your account uses your credit card ard as overdraft protection, your account may have automatically withdrawn money from your credit card to cover a transaction. This transfer will count as a cash advance and begin to accrue interest immediately.

How do I view my credit card balance online?

Visit the My Account page to sign into your account. Once signed into your account, you will be presented with the Account Summary screen which will display your current balance, available credit, and payment information.

If you do not have access to ComputerLine, please contact us for assistance.

I applied for an Affinity Credit Card. Can I do a balance transfer to pay off my other credit cards?

Yes, you may pay off other credit cards with your with your new card, provided you have enough credit available on your new card. To assist in transferring balances, we will send out a book of 10 convenience checks that can be used to pay off other credit cards.

If you use the convenience checks provided, they are considered a cash advance and will begin to accrue interest immediately.

How can I get a cash advance from my credit card? Are there fees?

You may make a cash advance from your Visa by contacting us, via ATM, using a convenience check, or by visiting a financial institution that accepts Visa.

Each institution or ATM may charge a small fee, in addition to any out-of-network fees you may receive from MSUFCU. While MSUFCU does not charge a fee to perform a cash advance, interest will begin to accrue immediately.

Can I use my credit card abroad?

Your credit card can be used internationally, anywhere Visa is accepted.

A 1.00% International Transaction Fee will be charged for ATM and PIN-based Point-of-Sale (POS) transactions made outside the U.S.

A 3.00% exchange rate fee is charged by Visa for all other transactions made outside of the U.S. Fees will be calculated after the transaction has been converted to U.S. dollars.

Due to fraudulent transactions occurring internationally, some Visa/ATM card transactions may be temporarily blocked in certain countries. Visit the Blocked Card Transaction page to verify in which countries your card is currently blocked.

What countries are currently blocked for Visa transactions?

Due to fraudulent transactions occurring internationally, some card transactions may be temporarily blocked in certain countries. Visit the Blocked Card Transaction page to verify in which countries your card is currently blocked.

What if I get a call verifying charges on my credit card?

The Fraud Alert Management system provides continual monitoring of card activity to identify and help protect your accounts against fraudulent use.

When unusual spending behaviors or transactions appear on your card, a Fraud Alert Management representative will contact you by phone to verify the suspicious transactions. If the transactions are not yours, Fraud Alert Management will assist you in blocking your cards and reporting unauthorized usage.

How do I know if a call to verify card transactions is really from an MSUFCU representative and not someone trying to steal my information?

A call from Fraud Alert Management will be an automated recording. The recording will state that the call is from MSU Federal Credit Union (your credit card provider) and will request that you verify information.

We will only request that you verify information that we already know.

TrulyU

Do I have to enroll in TrulyUTM Security?

Yes, TrulyUTM security enrollment is required for all ComputerLine users.

How do I enroll in TrulyUTM Security?

Upon your initial login to ComputerLine, you will be presented with the TrulyUTM security enrollment. TrulyUTM security enrollment takes only a few minutes and involves just 3 simple steps.

1. Select a user name for all joint parties/authorized users on the account.
2. Review a list of security questions and choose 3 to answer.
3. Provide answers to the questions you have chosen.

What if I share my account with another person?

All joint parties/authorized users will need to set up a username and select and answer security questions. After you complete your TrulyUTM security enrollment, you are asked if you share the account with anyone else. If yes, at the next login the user is prompted to complete enrollment for the additional user(s). We strongly recommend that each user set up his/her own username and security questions. At any time you may update/delete a user by selecting the "Manage My TrulyUTM Security Questions/Users" from the initial login screen in ComputerLine.

How does TrulyUTM Security work?

The TrulyUTM security feature keeps track of your ComputerLine login access patterns and learns your typical login behavior. If someone were to attempt to login to your account, TrulyUTM security detects that the login does not match your history. Should this happen, in order to verify your identity, a security question is presented. For authorized users, providing a correct answer that matches the answer provided during enrollment is easy. Failing to provide a correct answer will deny access to the account.

Why is my ComputerLine account locked?

If you are unable to successfully answer your security questions, your ComputerLine account will be locked and will not allow you further access. Your account will remain in locked status until you contact the MSUFCU to verify your identity.

Keep in mind that lockouts occur at the account level, which means that if your joint party/authorized user locks the account, neither you nor your joint party/authorized user will be able to access your ComputerLine account until it is unlocked by the MSUFCU.

Why do I need to set up a username?

TrulyUTM security requires a username that is unique across the entire membership. For example, if you have 2 accounts at the credit union, each user will need a unique username for each account.

The username is used to identify you and your set of questions and answers. If your account is presented with a security question and there is more than one user on the account, you select your username and then your question will be presented.

How do I change my TrulyUTM Security questions/answers?

Select the link, "Change TrulyUTM Users/Questions" found on the initial account summary screen in ComputerLine near the bottom of the screen. You will be able to select new questions and provide new answers at any time.

How do I unlock my account?

If you have locked your account from ComputerLine access, you need to contact the MSUFCU at 517-333-2244 or send us a secure email.

We will verify your identity and provide you with a new temporary password for ComputerLine.

When you login with the temporary password, you will need to change your password and complete a new TrulyUTM security enrollment for the user that locked the account.

Why might I be presented with a security question?

A security question will be presented to you from your stored list when your ComputerLine login doesn't match your history. For example, you login to ComputerLine using a public kiosk or a friend's computer, or if you upgrade your computer hardware or software. Select the correct username (if more than one user), and provide the correct answer to the presented question.

Why is MSUFCU offering TrulyUTM Security?

MSUFCU is offering TrulyUTM security to add an additional layer of protection to ComputerLine and to help prevent unauthorized access to your account.

Due to the rise in phishing scams and identity theft, the federal government is requiring all financial institutions to put such additional security features in place on Internet banking programs.

How do I add/delete a TrulyUTM Security user?

Select the link, "Change TrulyUTM Users/Questions" found in ComputerLine's Manage menu. You will be able to add or delete a user at anytime. Keep in mind that one user needs to be enrolled at all times.

Why can't I have the same username on all my accounts?

Your username(s) are matched to each account number and help to identify the questions specific to the user and account. You don't have to remember your username, it is just a helpful tool to help you to identify yourself.

For example, if you have two accounts, you may want to choose, "Joe Spartan 1" for the first account and "Joe Spartan 2" for the second account. The same name cannot be used for separate account.

It is also a good idea to ensure your usernames across different accounts are unique, to help differentiate your accounts.

What is a FICO® Score?

A FICO® Score is a three-digit number calculated from the information on your credit report. Lenders typically use your credit score to determine the likelihood you’ll be able to pay them back.

What makes up a FICO® Score?

FICO® Scores are calculated using information in five categories from your credit report. The categories and their corresponding percentages make up your FICO® Score:
35% - Past History
30% - Amount Owed
15% - Length of Credit History
10% - Types of Credit in Use
10% - New Credit

Why is MSUFCU providing FICO® Scores?

MSUFCU offers members with an active lending relationship or checking account the ability to view their FICO® Score, updated quarterly, as a way to better understand their financial health.

Will receiving my FICO® Score from the Credit Union affect my score?

No. Your FICO® Score will not be affected.

How do I opt out of having my FICO® Score displayed?

You may opt-out of the ability to view your FICO® Score within the FICO® Score screen.

Why don’t I have a FICO® Score?

You may not have a FICO® Score if you do not have any credit history, or if you do not have a lending relationship with MSUFCU.

How long will negative information remain on my credit files?

It depends on the type of negative information. Here’s the basic breakdown of how long different types of negative information will remain on your credit files:

  • Late payments: 7 years
  • Bankruptcies: 7 years for a completed Chapter 13, and 10 years for Chapters 7 and 11
  • Foreclosures: 7 years
  • Collections: Generally, about 7 years, depending on the age of the debt being collected
  • Public Record: Generally 7 years, although unpaid tax liens can remain indefinitely

Keep in Mind: For all of these negative items, the older they are the less impact they will have on your FICO® Scores. For example, a collection that is 5 years old will hurt much less than a collection that is 5 months old.

What actions can help my score?

Generally, lenders see less risky borrowers as those who have:

  • Timely bill payments
  • Low balances
  • Open relatively few new credit accounts
  • Rate shop within a short period of time

Where can I go to find out more about FICO® Scores?

To find out more about FICO® Scores, visit scoreinfo.org or check out the FAQs about FICO® Scores and Understanding FICO® Scores educational information posted on our website.

1.5% Cash Back for Platinum Plus Visa

Why do I need to activate my 1.5% cash back?

We ask you to activate because we want to make sure you know where you can earn 1.5% cash back.

How and where can I activate my 1.5% cash back for my Platinum Plus Visa?

You can activate your 1.5% cashback between July 20 and August 31, 2016:
• In ComputerLine
• Via the MSUFCU Mobile app
• Call 517-333-2323 or 800-847-2383
• Visit any MSUFCU branch

If you forget to activate before the deadline, you will not receive 1.5% cash back on qualifying purchases.

Is it free to activate my 1.5% cash back?

Yes, it’s free to activate your 1.5% cash back.

What types of stores qualify for 1.5% cash back?

Qualifying merchants include: Children’s and infants clothing stores, men’s and boys clothing and accessories stores, department stores, family clothing stores.

Specifically, retailers with merchant codes 5311, 5611, 5641, and 5651. Click here for a full list of merchant code categories.

Will I still receive 1% cash back at other places?

Yes, you will continue to earn 1% cash back on purchases at all other retailers during this promotion.