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ATM, Credit & Debit Card FAQs

General

ATM cards

Visa Platinum & Travel Rewards Gold MasterCard

Debit MasterCard

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General FAQs

What should I do if my ATM, credit or debit card is lost or stolen?
Lost or stolen cards should be reported immediately. Use one of the following designated toll-free numbers to report your lost or stolen NWFCU ATM, credit or debit card and be ready to provide your name, account number and whether the card was lost or stolen.

Contact Card Services at 703-709-8900, ext. 6006 (1-800-336-3384 toll-free) or use NorthwestXpress Bank-by-Phone.

How can I report a lost or stolen card when traveling?
Contact our Call Center at 703-709-8901 (1-866-708-8901 toll-free) or use NorthwestXpress Bank-by-Phone. Please note, you cannot use the toll-free number listed on the back of your card when calling from outside of the US.  

What do I do if my purchase appears on my account multiple times?
You must first contact the merchant and inquire about the additional charges. If the issue is not resolved with the merchant, send your dispute in writing, with your signature, name and contact information included to:

Northwest Federal Credit Union
ATTN: Card Services
P.O. Box 1229
Herndon, VA 20172-1229

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What are the Verified by Visa and MasterCard SecureCode programs, and how do they work?
The Verified by Visa and MasterCard SecureCode programs are Internet payment authentication processes designed to provide an added level of security to online payment transactions when you shop at participating merchants. These services use personal passwords to help protect credit card numbers against unauthorized use.

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What is a Point-of-Sale transaction?
A point-of-sale (POS) transaction is when you use your Debit MasterCard or NWFCU ATM Card to access funds from your checking account to make a purchase. A POS transaction is conducted free of charge and can be made wherever you see the STAR logo. POS transactions are a great alternative to paying cash or writing a check and can be made at most grocery stores, gas stations and other retail locations.

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If I close and replace my ATM, credit or debit card, but I have the old card number set up for automatic monthly debits from my checking account, what should I do? 
If you change or cancel a card that is set-up for automatic monthly payments, contact the merchant immediately to notify them of the new card number.

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My Debit MasterCard or NWFCU Credit Card is nearing expiration, when can I expect to receive my new card? 
Your current card is valid through the last day of the expiration month. You should receive a new card by the middle of the expiration month. When you receive your new card, we suggest you call the activation number immediately to activate your new card and then destroy your old card.

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What is the difference between the Debit MasterCard and the Travel Rewards Gold MasterCard? 
When you use the Debit MasterCard, the transaction will debit from your checking account.  Whereas the Travel Rewards Gold MasterCard is a credit card and all transactions are added to the balance owed on your credit card, and are subject to finance charges. Each card can be used wherever the MasterCard logo is displayed.

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Can I use my ATM, credit or debit card when I travel abroad? 
Yes! NWFCU ATM, credit and debit cards are accepted at merchants worldwide. To ease problems should they occur with merchants while you travel, please send your planned travel dates and destinations to services@nwfcu.org or call 703-709-8900, ext. 6006 (toll-free 1-800-336-3384, ext. 6006). We also suggest you review our Important Message for Members Traveling Abroad.

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Can I stop a merchant from charging my account for a transaction made with my Debit MasterCard or NWFCU credit card? 
No. NWFCU's Debit MasterCard and credit cards are guaranteed forms of payment. By having your card scanned by a merchant, you are authorizing payment.

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ATM Card FAQs

How can I find an ATM machine near me?
From Northwest Federal's website, click on the ATM Locator Wizard found on our Locations and ATM Services pages. Not near an Internet connection? Let our Call Center's fingers do the walking for you! Simply call us at 1-866-709-8901 and ask a Member Service Representative to pinpoint the nearest machine for you by simply giving a point of reference or street address. You may also call 1-888-SITE-COOP (1-888-748-3266) to access a voice-activated CO-OP Network ATM locator service. Simply say a street address or cross street to hear the location of your nearest CO-OP Network ATM.

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Can I choose my own PIN for my ATM card?
Yes! To customize your PIN, simply bring the actual ATM card, your driver's license or other form of ID into a branch and ask to speak with a Member Service Representative.

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How can I avoid paying ATM surcharge fees?
For free ATM transactions, use an NWFCU-owned ATM or visit a Credit Union Family Service Center.

NWFCU members can also use an Alliance One or CO-OP Network ATM. To find one of the 33,000+ free ATM locations nationwide including ATMs in 5,800 7-Eleven stores accross the country – click here or stop by an NWFCU branch to pick up a CO-OP Network directory.

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I have forgotten my ATM PIN, what can I do?
For security purposes, NWFCU does not store PINs. If you have forgotten your ATM PIN, you can:

What is the daily-draw limit when using my ATM card?
There is a maximum daily withdrawal limit of $500 at both our main branches and our shared branches. This is for your protection as well as the credit union in case of lost or stolen cards. If you need more than a $500 cash withdrawal, please visit a branch.

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Visa Platinum & Travel Rewards Gold MasterCard FAQs

How can I apply for an NWFCU credit card?
Applying for an NWFCU credit card is fast and easy. Simply apply online or fill out and return credit card application to a branch or our Call Center at:

Northwest Federal Credit Union
P.O. Box 1229
Herndon, VA 20172-1229

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How can I review and/or pay my credit card balance online?
Use our free NWLink Internet Banking service for 24/7 access to pay and review your credit card balances online.

You can also make payments by:

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Can I choose my own pin for my NWFCU credit card?
Yes! To customize your pin number, simply bring the actual Visa Platinum or Travel Rewards Gold MasterCard, your driver's license or other form of ID into a branch to speak with a Member Service Representative. You can also call 1-866-297-3413 to change the PIN on your NWFCU credit card. You will be asked to enter your card's current PIN in order to request a PIN change.

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How can I transfer the balance from another credit card to my NWFCU Visa Platinum or Travel Rewards Gold MasterCard?
Simply fill out and return a Credit Card Balance Transfer Request to a branch or our Call Center at:

Northwest Federal Credit Union
Attn:  Call Center
P.O. Box 1229
Herndon, VA 20172-1229

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How do I dispute charges on my NWFCU Credit Card Statement?
Disputes involving unauthorized charges need to be noted on our Cardholder Dispute Form and mailed to:

Northwest Federal Credit Union
ATTN: Card Services
P.O. Box 1229
Herndon, VA 20172-1229

Please note, we must receive the completed dispute form from you no later than 60 days after we sent you the first bill on which the error or problem appeared.

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How can I request a credit card limit increase?
To request a credit card increase:

How can I get an additional card for an authorized user for my credit card account? 
Simply complete and return a Credit Card Authorized User Designation form to:

Northwest Federal Credit Union
ATTN: Card Services
P.O. Box 1229
Herndon, VA 20172-1229

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How can I redeem my Travel Rewards Gold MasterCard points?
To redeem your Travel Rewards Gold MasterCard points call 1-888-264-9855.

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What is a Finance Charge? 
A finance charge is a monthly charge incurred for a credit card when the holder does not pay the full balance owed. If the balance is paid in full each month, there will be no finance charge.

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What is the difference between Finance Charge–cash and Finance Charge–purchase? 
A Finance charge–cash is incurred when you use your card to take out a cash advance. A Finance charge–purchase is incurred when you use your card to make a purchase(s).

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How often can my interest rate change? 
Our credit card interest rates are based on the Wall Street Journal Prime Rate listing on the last business day of the month and are subject to change monthly.

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Debit MasterCard FAQs

Can I choose my own PIN for my Debit MasterCard?
Yes! To customize your PIN, simply bring the actual Debit MasterCard, your driver's license or other form of ID into a branch and ask to speak with a Member Service Representative.

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How can I avoid paying Debit MasterCard surcharge fees?
For free Debit MasterCard transactions, use an NWFCU-owned ATM or visit a Credit Union Family Service Center.

NWFCU members can also use Alliance One or CO-OP Network ATM. To find one of the 33,000+ free ATM locations nationwide including ATMs in 5,800 7-Eleven stores accross the country – click here or stop by an NWFCU branch to pick up a CO-OP Network directory.

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I have forgotten my Debit MasterCard PIN, what should I do?
For security purposes, NWFCU does not store PINs. If you have forgotten your Debit MasterCard PIN number, you can:

I made a purchase with my Debit MasterCard yesterday. Why hasn't the transaction cleared my account yet?
The delay in posting Debit MasterCard transactions will depend on how often the merchant processes his/her debit card transactions. NWFCU has no control over how quickly these items post and a hold is placed on your account for the amount of the purchase when the merchant swipes your card. Depending on when the merchant processes the transaction, the money will usually be cleared from your account within 1-5 days.

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What does it mean when I use my Debit MasterCard and the clerk asks "debit or credit?"
There are two types of debit card transactions: debit (PIN) and credit (signature). When paying for a purchase, the clerk may ask you if you'd like the charge to go through as "debit or credit?"

When you request the charge to go through as "debit,” you are conducting a PIN transaction. This means you are required to enter your Personal Identification Number (PIN) after the card has been swiped through a point of sale terminal.

When you request the charge to go through as "credit,” you are conducting a signature transaction. Signature transactions do not require your PIN, but you are required to sign a receipt to accept the transaction.

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