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 via mail in approximately 7-10 days.

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

You may either visit an MSUFCU Branch to select a PIN or instead log into your ComputerLine account and click the plus (+) sign next to your Visa Credit Card before selecting “Update PIN”.

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

Call 517-333-2424 or toll-free 800-678-4968, 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, you may either call 888-393-1172 or send an eMessage through ComputerLine, which will be addressed within one business day. You also have the option of remotely blocking the card within our mobile application.

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 517-333-2424 or 888-678-4968. Depending on the type of charge and circumstances involved, we may require documentation such as a letter of dispute or a fraud affidavit in order to proceed.

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

If your card is captured at an ATM, please contact MSUFCU via phone at 517-333-2424 or 888-678-4968. We will need to 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.

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.

How do I view my credit card statements online?

Visit our homepage, msufcu.org, to sign into your ComputerLine 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.

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 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 our homepage, msufcu.org, to sign into your ComputerLine 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 fora 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. You may contact MSUFCU via phone, LiveChat, or eMessage to request a balance transfer. Please have your creditors’ mailing address and the amount to be transferred as well as your account or card number with them ready so that we may transfer the balances for you.

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 text or 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 either by text message or by phone call 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. Please note that the last four digits of your Social Security Number may be requested by the Fraud Alert Management representative in order to assist you.

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 MSUFCU to verify your identity.

How do I change my TrulyUTM Security questions/answers?

After logging into ComputerLine, select “My Profile” and then “Security Settings” before clicking “TrulyU Security Questions”. You are 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 MSUFCU at 517-333-2424 or 888-678-4968.

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.

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.

FICO® Scores

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.

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
• Opened relatively few new credit accounts
• Rate shopped within a short period of time

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.

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

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