FAQs

Online Banking

  • How do I enroll in online banking?
    • First, you must be a member in good standing
    • Go to www.koolaufcu.org
    • Select “Login To Account”
    • Please complete the “I am not a robot” verification before continuing with enrollment
    • Enter your Member ID, which is your account number
    • Enter the Online Access PIN, which is the last four numbers of the primary account owner’s SSN
    • Create a Logon ID. Your logon ID must be between six (6) and twenty (20) characters
    • Create a Security Code/Password. This code is case-sensitive and must be between nine (9) and sixteen (16) characters long, contain at least one upper case letter, one lower case letter, one number and one of the following special characters: ! @ # $ ^ & *
    • If your enrollment is successful, log into online banking to complete the set-up
    • At the Enhanced Authentication Enrollment screen, choose three (3) security questions. The answers to the selected questions must be unique and at least four (4) characters long
    • Read and accept the Terms & Conditions of KFCU’s Online Banking service
    • Add your profile information – a valid email address and your mobile phone number
    • Congratulations! You competed the KFCU Online Banking set-up process
  • What information is needed to enroll in online banking?
    Your Member ID/Account Number and the last four (4) numbers of the primary account owner’s SSN.
  • How do I reset my password in online banking?
    Select the Log In to account option on the online banking bubble on our home page at www.koolaufcu.org. Select “Reset Security Code” and follow the prompts to reset the Security Code/Password.
  • How do I reset my username in online banking?
    Log in to online banking. Select Settings, Profile, Log On ID and follow the prompts.
  • Can I enroll in online banking through the mobile app?
    No. You must enroll in online banking via the URL www.koolaufcu.org prior to downloading the mobile app.
  • Can I transfer funds between my KFCU accounts within the online banking system?
    Yes. Once signed into your online banking select “Transfers” and complete the required information.
  • Can I transfer funds from my KFCU account to another member or other person through the online banking system?
    There are multiple options for you to transfer funds to another person: (1) Zelle; (2) Billpay; (3) Transfer-Custom Recipient
  • Can I enroll in e-Statements through online banking?
    Yes, you can. Follow these simple instructions:
    • Login to KFCU Online Banking
    • Use the Online Statement link on the online banking home page
    • Select Member ID from the drop-down menu and select “Continue”
    • Read and accept the Terms & Conditions of the e-Statement service
    • Open the eSign Document to obtain the confirmation code
    • Enter the confirmation code in the box and select “I Agree”
    • Select “e-Statement” for your statement delivery preference and select “Next”
    • Select “Enroll”. You will now receive an email when your statement is ready for viewing
  • Can I set up bill payments through online banking?
    Yes. Once signed into your online banking select “Pay Bills”.
  • How do I transfer funds from one KFCU account to another KFCU account?
    This function is only available in online banking or through Zelle. If using online banking, go to the transfer screen and choose “custom recipient”. You must know the other account number to complete the inter-account transfer.

Mobile Apps and Mobile Banking

  • Does KFCU offer a mobile app?
    Yes. Search for “Ko’olau Federal Credit Union” on Google Play or the Apple App Store.
  • Is KFCU’s mobile app available for both Android and Apple devices?
    Yes, our mobile apps are compatible with most Apple and Android devices.
  • What features are available on KFCU’s mobile app? (i.e., Remote Deposit Capture, external transfers, etc.)
    (1) Remote Deposit Capture; (2) Check your account balances; (3) Review recent transactions transfers; (4) send or receive funds via Zelle; (5) Check your credit score; (6) pay bills; and (7) transfer money...while you are on the go!
  • How do I sign up for mobile banking?
    You must enroll in Online Banking via the URL www.koolaufcu.org prior to downloading the mobile app. Once signed into your Online Banking select “Mobile” and follow the instructions.
  • Can I link my KFCU accounts to Zelle, CashApp, or Venmo?
    Yes. Enroll with Zelle® in the Ko’olau Federal Credit Union mobile banking app. Open your app, select “Send Money with Zelle®” and simply follow the steps as prompted to enroll.
  • Can I view my e-Statements through the mobile app?
    No. The mobile app does not have this feature. You will be able to view e-statements using the Online Banking product.
  • Can I set up bill payments through the mobile app?
    Yes, on the Accounts page of the app, choose “Transfer & Pay” then “Pay bills” and follow the prompts to pick a bill to pay, how much to pay and when to pay.
  • Can I make external transfers through the mobile app?
    Yes, select the Transfer & Pay icon at the bottom of the app screen. Use Zelle through the KFCU mobile app and you can send or request funds from other registered Zelle users for free.
  • How do I deposit a check through Remote Deposit Capture?
    • Open the KFCU mobile app
    • Sign the back of the check being deposited and write the verbiage – “For Mobile Deposit at Ko’olau FCU” below the signatures
    • Select “deposit” at the bottom of the mobile app screen
    • Select “Deposit a check”
    • Select the account you will be depositing the check to
    • Enter the amount being deposited
    • Enter the amount of the check
    • Following the instructions in the app, take a photo of the front and back of the check. Ensure that the check is focused and within the border on the mobile app screen
  • Remote Deposit Capture won’t accept my deposit. What do I do?
    Ensure that your check deposit is within these limitations:
    • All payees of the check must sign and be on the account that will receive the deposit
    • The check cannot be higher than the per item limit of $2,000
    • Funds are normally credited to your account within two business days. Retain the deposited check until your account is credited and then destroy the deposited check
    • Remote Deposits can only be credited to a savings or checking account. Once the funds are credit to your account you may then transfer the funds to other loans or accounts at KFCU
    • You will receive an email when the check is accepted or rejected
  • My funds transfer through Zelle hasn’t posted yet. What’s wrong?
    If you send money to someone who isn’t enrolled with Zelle®, they will receive a notification prompting them to enroll with Zelle®. After enrollment, the money will move directly into your recipient's account, typically within minutes*. If your payment is still pending, we recommend confirming that the person you sent money to has enrolled with Zelle® and that you entered the correct email address or U.S. mobile number. If you’re waiting to receive money, you should first check to see if you received a payment notification via email or text message, if you haven’t received a payment notification, then follow-up with the sender. Double check the email address or U.S. mobile number where you received the payment notification is the one you enrolled in Zelle® with.

Member Services

  • How do I schedule an appointment for service in the branch or by phone?
    Send an email to info@koolaufcu.org. Please provide 24-hour advance notice of the appointment time and a staff member will contact you to schedule an appointment.
  • Does KFCU offer e-Statements?
    Yes we do, and we highly recommend that you sign up for e-Statements and notices. The service is free and is more secure than mail. Plus, you are contributing to our efforts to reduce paper waste and improving the environment. Simply sign up through online banking. If your account is already set-up for e-Statements, the “Submit” button will be grayed out.
  • How do I order or re-order checks?
    You may send an email to info@koolaufcu.org to order your initial check order. If you are re-ordering checks, sign into your Online Banking, click on your “checking account”, click on “more actions”, then choose “check reorder”.
  • How do I change my mailing address?
    Log in to online banking and select Settings, Profile, Address and follow the prompts.
  • How do I update personal information in your system? (i.e., update phone number)
    Log in to Online Banking and select Settings, Profile, Phone and follow the prompts.
  • How do I stop payment on a check?
    Log into online banking, click on your “checking account”, click on “more actions”, then choose “check stop payment”.
  • How do I send a wire transfer?
    For domestic wires less than $5,000.00, fill out and fax the Wire Transfer Agreement which is located on the “Our Services” page under Services. For domestic wires greater than $5,000.00 or International wires, you must complete the Wire Transfer Agreement in person at one of our branches.
  • What are the cut-off times for a wire transfer?
    Cut-off time for a Domestic outgoing wire is 4:00 p.m. Central Standard Time. Cut-off time for an International outgoing wire is 3:00 p.m. Central Standard Time.
  • Is there a fee schedule available to members?
    Yes. The fee schedule is located on the “Service Charges” tab under “About Us”.
  • What is Windy Phone?
    Windy Phone is KFCU’s 24 hour voice response system. To access the Windy Phone menu call (800) 544-0930 and follow the prompts by using your telephone’s keypad.

Debit Card

  • What is the lost/compromised debit card phone number?
    To report a lost or stolen ATM or Check Card (debit VISA card), please call the Main Office at (808) 254-3566 during normal business hours. If you are calling after business hours, please call customer support at (855) 726-7756 and (727) 299-2449 (International Cardholders).
  • What is the after-hours lost/compromised debit card phone number?
    To report a lost or stolen ATM or Check Card (debit VISA card), please call customer support at (855) 726-7756 and (727) 299-2449 (International Cardholders).
  • What is the phone number for me to call to dispute transactions?
    Please call the credit union at 808-254-3566 during normal business hours or call customer support at (888) 918-7313.
  • What is the phone number for me to call to activate my debit card?
    Please call 866-985-2273.
  • Is there a phone number to call if I forgot my PIN?
    Please call 866-985-2273.
  • Can replacement debit cards be issued at a branch?
    We do not issue ATM, debit or VISA cards at our branch locations.
  • What happens when my debit card is due to expire?
    A replacement debit card is mailed to your address on file at the beginning of the expiring month.
  • How long does it take to receive a replacement card via mail?
    Five to Seven business days.
  • What is the daily limit for Point of Sale (P.O.S.) transactions?
    The daily limit is $5,000.00.
  • What is the maximum amount I can withdraw from an ATM?
    $600 is the maximum allowed by KFCU, but the ATM owner may set a lower maximum limit.
  • Can I request a temporary increase in my card’s daily limits?
    Yes. please contact the credit union at 808-254-3566 during normal business hours to request an increase.
  • Can I select my own PIN?
    Yes, please call 866-985-2273.

Membership

  • Can I join KFCU online?
    Click here to begin the account opening process. It’s fast and simple to apply.
  • What is the minimum deposit to open an account/establish membership?
    $5.00
  • Do I have to be military-affiliated or live on the Windward Side to join KFCU?
    Membership in KFCU is open to anyone who lives, works, worships or attends school in Honolulu County (the island of Oahu). All personnel of Marine Corps Base Hawaii, military, civilian and their household members are also eligible to join our credit union. Membership is also available to immediate family members, regardless of where they live. And remember, once a KFCU member, always a member.
  • May I maintain my membership if I move out of the area?
    Yes, once a KFCU member you will always be a member. You can continue to use digital banking services and the shared branch network for account transactions too!

Shared Branches & ATMs

  • Are you partnered with a shared branch network?
    You may perform KFCU transactions at all Hawaii Network and Velera locations.
  • Are you partnered with a shared network for ATMs?
    No, but you can find a list of fee free ATMs on the Home page at www.koolaufcu.org by clicking on “Find an ATM Location”.
  • What documents are required to utilize a shared branch?
    You must provide the following when you visit a Shared Branch location:
    • Photo ID (State Driver’s License, State or Military ID, Passport, or Consular Card)
    • Your credit union’s name
    • Your Member/Account Number
  • Can I do shared branching transactions over the phone, through online banking or the KFCU Mobile App?
    No, shared branch transactions must be completed in-person at a shared branch location.

Accounts & Shares

  • How do I open an account or add a new share to my existing account?
    Contact us to open additional Share, Checking, or Certificate accounts.
  • Do you offer business accounts?
    Yes. Please contact us for additional information and document requirements.
  • Do you offer youth accounts?
    Yes.
  • Do you offer insurance on my deposits?
    Yes. All savings accounts are insured up to $250,000 by the NCUA, the National Credit Union Administration, an agency of the federal government.
  • Can I open a KFCU accounts online?
    Yes. Click on “Join Us Today” on the Home page at www.koolaufcu.org
  • Which accounts require members to open in person?
    If you are opening a Trust, Business, Club, or Representative Payee account, you will need to visit one of our branches during normal business hours.
  • How do I add certificate to my account?
    Please contact the credit union.
  • How do I add a beneficiary to my account?
    Please contact the credit union.
  • How do I add a Power of Attorney to my account?
    Please contact the credit union.
  • How do I change the name of an individual share?
    You may change the name of your share type thru the Online Banking program. Go to “Settings”, then “Accounts Preference” and edit the nickname of the share type. This nickname will only appear on your Online Banking program.
  • How do I place my account in a trust?
    Provide a copy of the Trust documents which will be reviewed by a credit union employee prior to placing the account in a trust.

Credit Cards

  • What is the lost/compromised credit card phone number?
    800-654-7728
  • What is the after-hours lost/compromised credit card phone number?
    800-654-7728
  • What is the phone number for me to call to dispute credit card transactions?
    800-654-7728
  • What is the phone number for me to call to activate my credit card?
    800-631-3197
  • Is there a phone number to call if I forgot my PIN?
    800-631-3197
  • Can replacement credit cards be issued at a branch?
    We don’t issue replacement cards in our branches. Replacement cards are delivered by USPS in five to seven business days.
  • How long does it take to receive a replacement credit card via mail?
    Replacement cards are delivered by USPS in five to seven business days.
  • What is the daily limit for credit card transactions?
    The daily limit is your available balance.
  • Can I request a temporary increase in my credit card’s daily limits?
    Yes. Please contact the credit union at 808-254-3566 and speak with a Loan Officer.
  • How do I add an authorized user to my credit card?
    Please contact the credit union and speak with a Loan Officer
  • How do I add life or disability insurance to my credit card?
    Please contact the credit union and speak with a Loan Officer

Loans

  • Do you offer business loans?
    No, we only make consumer loans.
  • Do you offer student loans?
    No, we do not offer student loans at this time.
  • How do I apply for a loan?
    Use our on-line Consumer Loan Application and we'll respond the same day or the next business day. You can also use our Loan by Phone by calling (808) 254-3566 or visit a Loan Officer at any branch during our regular business hours.
  • How long does it take to get a loan?
    If you have all of the documents required to complete your loan request you could receive your loan proceeds the same day that you apply. Real estate loan requests cannot be closed earlier than 10 days from the date of application under current federal law.
  • How can I check the status of my loan application online?
    We do not have this feature available at this time, however you may email info@koolaufcu.org or call 808-254-3566 to check the status of your loan.
  • When do I get my auto title after I pay my loan off?
    If the pay-off payment was done in cash, you are able to obtain your title within 24 hours. If the pay-off payment was done via a check or ACH there is a 15 business day waiting period.
  • How can I get a shipping authorization letter to ship my vehicle from Hawaii?
    Please contact the credit union at info@koolaufcu.org or 808-254-3566.
  • I forgot to make my loan payment and need to pay it today to avoid a late charge or the loan being reported delinquent. What can I do?

    If you have sufficient funds in your KFCU account, log on to Online Banking or the Mobile App and transfer the funds to your loan. If you would like to make a loan payment from your KFCU account, click here and sign into your Online Banking.

    If you don’t have sufficient funds in your KFCU account you can make a payment to your KFCU loan remotely with our new Electronic Loan Payment program. This service is available 24 hours a day, 7 days a week. It’s fast, easy and secure! This program allows you to make payments from another financial institution to your loan or visa credit card at Koʻolau FCU.

    Features:

    • Make a payment towards your loan or KFCU Visa credit card using another financial institution’s Visa or MasterCard debit or credit card or your Discover credit card
    • Make a payment towards your loan or KFCU Visa credit card using your checking or savings account from another financial institution
    • Review payment history up to 2 years
    • Please note that there is a $10.00 processing fee to use this service for payments greater than $50.00. If you choose to make a loan payment using the Electronic Loan Payments service, you agree to the fee
    • Click here to make a payment to a Loan (Auto, Personal, Home Equity LOC)
    • Click here to make a payment to a Visa or Collection Account
  • I’m having difficulty repaying my loans at KFCU. What should I do?
    Please contact KFCU as soon as you begin to experience financial challenges and explain your situation. We may be able to offer payment accommodations, such as deferring or skipping some payments, extending the payment due dates, or waiving late fees, which would avoid delinquencies and negative credit bureau reporting caused by financial disruptions.

Deceased Members

  • Handling a Deceased Member's Account
    Your circumstances may differ, but generally, we find two situations are most frequent:
    The account is jointly owned, or It is being administered by a Personal Representative

    If you are a joint owner on the account:
    You will be able to assume full control of and responsibility for that account. In some very rare cases, the account may need to be closed.

    If there is not a joint owner on the account:
    The account will need to be closed and the funds will be distributed to any beneficiaries named on the account, or if there are no beneficiaries, distributed to the estate via the Personal Representative.
  • Documents necessary to fulfill the account settlement
    Upon contacting KFCU and informing us of your loved one’s death, information will be gathered by a KFCU team member regarding the deceased member’s account(s). The deceased member’s account will be reviewed, which may include filing any insurance claims, determining account adjustments, asking for submission of and verifying required legal documents, and determining who is entitled to receive funds.

    Everyone’s circumstances are unique. So, unfortunately, we are unable to predict how long it will take for an account to settle. However, we do commit to strong communication throughout the process. Here are some of the documents you should be prepared to provide:
    • Death certificate
    • Letters of Testamentary or Letters of Administration
    • A Small Estate Affidavit
    • Trust documents
    • An Estate EIN
    • Proof of Name Change
  • Who is allowed access to information about the affected accounts or loans?
    The joint owner or co-borrower can access information about the affected accounts or loans. If there are no surviving owners or borrowers on the account, the Personal Representative may request information about the affected accounts or loans after providing any required documentation.
  • What will happen to direct deposits coming to the KFCU account?
    If a Direct Deposit is received from one of the federal paying agencies (such as the Veterans Administration, Social Security, or DFAS) on or after the owner’s date of death, KFCU is required to return the funds. If a Direct Deposit is received before or on the date of death, we will deposit funds into the deceased owner’s account as normal. All paying agencies should be notified of the member’s death as soon as possible.
    You can contact the Social Security Administration toll-free at 1-800-772-1213 or online at www.ssa.gov. Since it can take up to 90 days to process a claim, it is important to notify the SSA as soon as possible.
  • I am a joint owner on the account, and I have my own debit card; can I still use my card?
    Yes. As a joint owner, you may continue to use your debit card. You may not use the deceased owner’s debit card; you can either destroy it yourself or bring it to a KFCU branch.
  • Should I continue making monthly payments on the deceased member's accounts?
    If you’re a co-borrower, then you will need to continue making monthly payments. If you are not a co-borrower on the loan, you are not personally responsible for the debt. If there is Loan Protection Insurance and/or a Payment Protection Plan, KFCU will file a claim. If the claim is paid in full by the insurance plan, any money left in the account will be given to the survivor or estate.

Email Contact

  • What email address should I use to contact KFCU?
    Use the secure instant messaging function in Online Banking or email us at info@koolaufcu.org. If you are not using the secure instant messaging function in Online Banking, please omit personal identifying information (SSN, account number, etc.) from your email for security purposes.
  • How quickly will I receive a response to a question emailed to info@koolaufcu.org?
    You will receive a response within 24 hours or the next business day.

Security

  • How do I protect myself from fraud and scams?
    Visit the NCUA’s Fraud Prevention Center for information on how to recognize, take action, and protect yourself and your personal financial information from frauds and scams. The Fraud Prevention Center is part of NCUA’s website, MyCreditUnion.gov, dedicated to consumers that contains valuable consumer financial protection information. The FTC and FDA also provide consumers with helpful information on frauds and scams, including phishing and lottery scams.
  • How do I protect myself when using KFCU’s mobile apps?
    The Federal Bureau of Investigation has issued Public Service Announcement I-061020-PSA highlighting methods of cyber-attacks on mobile banking as well as a few protection tips. Additional information associated with security protections for privacy and mobile device applications are available on the Department of Homeland Security Cybersecurity and Infrastructure Security Agency’s Security Tip (ST19-003).

Overdrafts and Checks

  • Why was I charged an overdraft fee?
    At the time your transaction was processed, the available balance in your account was not sufficient to cover the withdrawal.
  • How soon can I access my funds after depositing a check?
    Please refer to our “Funds Availability” page under “About Us” on the home page at www.wcfcuchawaii.org.
  • How can I find out if the hold on a check I deposited has been released?
    Sign into your Online Banking program and check the available balance on your account.

Credit Reports and Disputes

  • Do you report all my loans to the credit bureaus?
    Yes! All loans are reported.
  • Can I get a one-time courtesy deletion of a late payment showing on my credit report?
    Our responsibility is to report credit accurately and comply with the Fair Credit Reporting Act. No worries, if the reporting is inaccurate, we will fix it! KFCU has a responsibility to report accurate information. The loan will be reported as charged-off paid in full when the balance is paid.
  • My loan was charged-off, but I repaid the balance in full. Will KFCU remove the negative information from my credit report?
    KFCU has a responsibility to report accurate information. The loan will be reported as charged-off paid in full when the balance is paid in full.
  • How long will my loan history stay on my credit report?
    Tradelines generally stay on your credit report for 7-10 years.
  • Where can I find my FICO score?
    We provide a free credit score in our mobile app. You may also visit AnnualCreditReport.com. This is a website jointly operated by the three major U.S. credit reporting agencies, Equifax, Experian, and TransUnion. The site was created in order to comply with their obligations under the Fair and Accurate Credit Transactions Act to provide a mechanism for American consumers to receive up to three free credit reports per year.