FAQs

All the answers you need to the questions you have

Top FAQs

If you have forgotten your PIN, please contact our Contact Center at 919-420-8000 that is available 24 hours a day for assistance. Representatives are available 7 days a week, 24 hours a day. Or you may send an email to cardservices@coastalfcu.org. Once we receive your request we will send the PIN to you in the mail.

Reordering checks couldn't be easier! You have a few ways to reorder your personal checks if you do not plan to make any additional changes with your name, address, or phone numbers.

You may reorder checks directly within Digital Banking, simply choose ""Order Checks"" from the Accounts Summary. You may also visit https://orderpoint.deluxe.com/personal-checks/home.htm. You may also call 877-838-5287 or stop by a branch location and speak to a representative.

If you would like to make changes to your checks (address, phone, etc.), please log in to Digital Banking to update your contact information by clicking the Account Services icon. Once the changes have been made, simply choose "Order Checks" from the Accounts Summary.

You may choose your PIN on both your debit and/or credit card. To change the PIN on your debit card, visit any Coastal ATM and choose the PIN change menu option.  To change the PIN number on your credit card, simply call (888) 891 -2435.  You cannot choose or change the PIN on your ATM card.

There is no charge to order a new card. However if you would like the card expedited, additional charges may apply.  If a card is lost or stolen, a replacement charge may apply in some instances.

Alerts FAQs

Alerts are near real time and will be sent roughly within 30 minutes of the action occurring.

Within Digital Banking, follow these easy steps:

  1. Select the Accounts Services icon
  2. Select the Alerts tab
  3. Choose the alert you want to subscribe to
  4. Complete the necessary fields

Alerts include Balance Alerts, Daily Balance Alerts, Transaction Alerts, Cleared Check Alert, Loan Due Date, plus many more.  Alerts are an effective tool to help monitor your account for potential suspicious activity.

Auto Loans FAQs

We offer flexible terms up to 84 months; however longer terms are subject to credit and collateral approval.  See disclosures.

We finance new and used vehicles up to 10 years old.  Certain restrictions apply for older vehicles, ask your loan officer for details.

GAP pays the difference between the actual cash value of a vehicle up to the balance remaining after your auto insurance company settles your claim in the event your auto is in an accident and is declared a total loss. 

We guarantee that we will save you at least $100 on your monthly payment, if not we will pay you $200 in cash when you refinance your auto loan to Coastal!

Your loan officer can provide you with a Pre-Approval letter that you can provide to a dealer. 

Yes.  Borrow money based on the value of your auto for using the equity for cash out.  We offer both Cash Out & Cash Out with Refinance options.

Yes.  We can help you take the stress out of buying with AutoSMART.  Conduct online research to find the right car and determine Fair Market Value (FMV).

Bill Pay FAQs

One of the biggest benefits is you can enjoy all the great features of Bill Pay on both your desktop computer and mobile phone, including person-to-person payments (P2P). Everything you can do in one, you can do in the other. This new program will also allow us to provide even more benefits in the near future.

Yes. All of your active billers and Bill Pay transactions over the last 2 years have been converted to our new bill pay system.

If it is an electronic (ACH) payment, the money will be removed from your account on the Send Date. If the payment is sent as a paper check, the money will be removed from your account when your biller deposits the check. Make sure you keep enough money in your account to cover the check whenever your biller deposits it.

When you make a check payment in Bill Pay, we create a check as if you had written it yourself, and it’s treated just like any other check. Make sure you keep enough money in your account to cover the check whenever your biller deposits it.

The estimated delivery time will display when you request to submit a payment.

  • If the biller is setup for electronic (ACH) payments, they should receive the payment in one (1) business day (if submitted before 5:00 p.m.).
  • If the biller is not setup for electronic payments, we will send a paper check, which the biller will typically receive in three (3) to five (5) business days.

On the Payments tab, you can see the Send and Estimated Delivery date. If you expand the Transaction, you can view the status and tracking information.

Some billers are not set up for electronic (ACH) payments within Bill Pay. The list of electronic billers will grow over time as we onboard additional billers for electronic payments and eBills.

Yes. You’ll need to manually enroll the biller to send a paper check. From within Digital Banking, navigate to Bill Pay > Pay Bills, click Add Biller, click Search for Biller, click Add Biller Manually, and enter your biller’s information.

From the Pay Bills tab within Bill Pay

  • Click the down arrow ⌵ in the lower right corner of the biller’s section
  • Click the Edit pencil ✏ next to the biller’s name
  • Update the biller’s information as needed or click the Delete button to remove the biller

Some converted biller names were outdated and have been updated to use their current company name.

You can see Bill Pay check images the same way you see images for other checks you write inside Digital Banking.

  • Go to the navigation menu and select “Accounts
  • ”Select “Accounts Summary”
  • Select the checking account used to make the payment, locate the Bill Pay transaction, and select the check icon to display the check image.

Check payment that have already been sent can’t be cancelled. However, you can place a stop payment to prevent anyone from depositing the check. See our Schedule of Fees for the costs associated with stop payments.

From the Solution Center within Digital Banking, select “Place a stop payment”. You will need to provide the check number displayed for the payment in Bill Pay Transaction History. You may also place a stop payment by Secure Message or Live Chat within Digital Banking or by calling us at 800-868-4262.

If an electronic payment is rejected, the money is returned to your account after a few business days.

On the Payments tab, expand the transaction. From there you can delete a payment.

No. Electronic payments cannot be cancelled after they’ve been sent. If you need to dispute a transaction, please contact us at by sending a Secure Message inside Digital Banking or call us at 800-868-4262.

If money is not available in your account when your biller deposits the check payment, the payment will be rejected, and you may incur a non-sufficient funds fee. Services like Bounce Guard and Overdraft Projection can help ensure that your check payments are not rejected.

After enrolling in Electronic Bills, the biller may require up to 2 billing cycles to display eBills inside Bill Pay.

Yes. Both mobile and desktop Digital Banking share the same features.

You must submit your payment by 5:00pm to be processed that day. The Biller will receive the payment according to our standard delivery timeline.

Bill Pay allows payments to US territories, but international payments are not allowed.

There could be two reasons you are unable to access Bill Pay.

  1. Bill Pay does not work in “private” or “incognito” browsing mode. Be sure to use a regular browsing window when accessing Digital Banking.
  2. Your browser must accept third-party cookies to use Bill Pay.

If you are having problems accessing Bill Pay, here are the instructions to enable third-party cookies for Bill Pay:

Using the Chrome Browser

First, select Bill Pay in the top menu of Digital Banking to access the Bill Pay page. In the top right corner of your browser (inside the address/location bar) you will see a gray “eyeball” icon with a slash through it. Click the eyeball icon. In the box that pops up, click the link that says, “site not working?”. Lastly, click the “Allow cookies” button to enable third-party cookies for Bill Pay.

Using the Edge Browser

First, select Bill Pay in the top menu of Digital Banking to access the Bill Pay page. In the top right corner of your browser (inside the address/location bar) you will see a “cookie” icon with a red “x”. Click the cookie icon. In the box that pops up, click the link that says, “site not working?”. Lastly, click the “Allow cookies” button to enable third-party cookies for Bill Pay.

Using the Firefox Browser

First, select Bill Pay in the top menu of Digital Banking to access the Bill Pay page. In the top left corner of your browser (inside the address/location bar) you will see a “shield” icon. Click the shield icon. In the box that pops up, click the toggle switch to disable “Enhanced Tracking Protection”. This will enable third-party cookies for Bill Pay.

Each Bill Pay provider has different relationships setup with billers. This determines whether a payment is sent via check or ACH. We are working with our new Bill Pay provider to re-establish ACH connections with these billers.

When we transfered your biller info to our new service, we had to use the original information you provided for the biller profile and addeses to process the payments. Overtime, some of your billers may have changed their address. Unfortunately, we were not able to transfer their most recent address and account numbers as that information is tied to our old Bill Pay service. To make sure your payments contintue to process correctly, you willl need to update the biller information from your recent biller statement or invoice.

The reason payments continued to process on the previous system regardless of biller changes is because bill pay providers subscribe to biller networks to establish electronic payment processing on your behalf and they manage their own biller profile and addresses for processing your payments. Unfortunately, these are proprietary payment processing arranges between bill pay providers and biller networks and if we had used that information in the biller records it would not have worked for payment processing by the new provider.

There are three big reasons we make this upgrade:

  1. Our new Bill Pay service gives you full control over all your bills on both your desktop computer and mobile phone.
  2. Improved and easier to use Person to Person Payments (P2P), right inside Bill Pay
  3. Our new Bill Pay service also allows us to provide even more benefits in the near future, like “Action Insights” which is a special tool that finds ways to save you money on your bills.

The reason why the first scheduled payement does not process is because it  starts at the delivery of the next bill. 

The "deliver date" is the anticipated date of your bill arrival. The "send date" is the date your bill will be processed. If it is an electronic (ACH) payment, the money will be removed from your account on the Send Date. If the payment is sent as a paper check, the money will be removed from your account when your biller deposits the check.

Branch Services FAQs

As a member of Coastal you can make free, basic transactions at thousands of credit union locations nationwide through shared branching network. Transactions and services available include:

  • Deposits
  • Account Inquiries
  • Transfers
  • Withdrawals up to $1k of your available balance
  • Line of Credit Advances
  • Statement Print Outs
  • Loan Payments

Business Services FAQs

As long as you have an established business account, you can apply for a loan in your business name.

You can open a small business account at any branch location. Depending on the type of business, a few additional documents will be needed to open the account.

To sign up for Digital Banking, you must accept the terms of the Digital Banking Services Agreement and Disclosure. Click on the link to Register a Business or Trust Account. Fill in the blanks for Account Number, Business or Trust Name, SSN/TIN, and Zip Code exactly the way the business or Trust is named. Press submit when complete. You will then be prompted to create a User ID and Password. Then, follow the steps when prompted.

CERTIFICATE and IRA FAQs

Available terms are 7-90 days, 6, 12, 24, 36, 48 and 60 months. Occasionally, other terms are available on a promotional basis.

Deposits are insured by National Credit Union Administration (NCUA) up to $250,000.

Yes.  The minimum deposit needed to open an account is as low as $250.  For certificates 7-90 days, a $50,0000 minimum is needed.

You can fund your new account by transferring money from an existing Coastal or non-Coastal account or by check at a branch location convenient to you.

Dividends are compounded daily and post to the designated share at the end of the month.

Yes.  There is a 7-day grace period at maturity. During this time you can do the following:

  • Withdraw funds, including dividends without penalty
  • Add funds to the certificate
  • Take no action and the certificate will automatically renew after grace period ends
  • Contact us to change the term of the certificate

Notifications will be sent about maturing certificate at approximately 20 days before renewal.

A penalty may be imposed if you withdraw any of the principal before the maturity date.  The penalty depends on your certificate term. Terms less than 12 months, $25 or 90 days of dividends, whichever is greater.  Terms of 12 months, $25 or 180 days of dividends, whichever is greater. Terms greater than 12 months $25 or 365 days of dividends, whichever is greater. In certain circumstances, the penalty may reduce the principal balance if accrued dividends are insufficient to cover the early withdrawal penalty. Penalty will be waived in the event the primary member is deceased or by court of law.

No. Coastal does not charge ANY maintenance fees for having your IRA established with us.

A certificate is going to earn a fixed rate for the entire term, as opposed to a savings account having a fluctuating rate. No matter what happens to certificate rates, you are guaranteed the rate that you lock in at for the entire term.

Chat FAQs

The ChatBot is available to you via your online banking or the app 24/7.

The ChatBot can answer many different frequently asked questions.  It knows the answers to over 500 questions asked by members, just like you!

The best way to use the ChatBot is to research FAQs.  You can also use it to learn more about the best ways to use your own online banking and ways to be empowered to manage your account as you see fit.

  • Use short phrases and keywords.
  • Be specific with your needs.
  • Don’t use long paragraphs and sentences.
  • Don’t send back-to-back statements in quick succession.  The ChatBot will only read the most recent statement you sent and try to answer that.  Let the ChatBot think and answer you.

 

Absolutely!  The ChatBot can give you guidance on how to move forward with issues that you are having on your account.

Yes!  The ChatBot can give you guidance on how to research your own account.

The ChatBot cannot look specifically at your account profile to answer questions.  However, it can give you instructions on where to look for the information.

The ChatBot cannot answer complicated or multi-layered questions at once, unless you break them down into smaller questions.

No.  The ChatBot is going to read the same key words over and over again, giving you the same repeated answer.  Try rephrasing, shortening your question, or add a different key word or detail.

You can speak to a live agent Monday – Friday, 8:30 am – 5:30 pm.  If Coastal is on holiday or closed for unexpected reasons, live chat is not available.  In order to speak with a live agent, you can ask directly for an “Agent”.

Checking Accounts FAQs

No.  Checking accounts can be opened for $0, but new members have to also open up a savings account with a minimum opening balance of $25.

Our Basic and Go Green Checking accounts do not have any monthly service fees.

Yes, in addition to continued fraud monitoring, all of your deposits are federally insured, up to $250,000 through the NCUA. We are also pleased to provide convenient fraud text alerts for debit cards as well as debit card controls using CardNav.

Yes, Coastal has several options available to guard against overdraft. You can link a savings or money market account to automatically transfer funds in the event of an overdraft. In addition, many accounts are eligible to enroll in Bounce Guard or Bounce Guard Plus  which can limit the fees incurred in the event of an overdraft.

All Coastal memberships come with complimentary idAlly, identity theft recovery services. In addition, you can complete transactions nationwide using our network of shared branches.

COASTAL App

Click “LOGIN” at the top of the page, then click “Register” and follow the instructions to create a Digital Banking account.

Mobile Check Deposit works by using the camera on your phone to capture an image of the check. The image is processed the same way as making a deposit at a branch or at an ATM. None of the check images are stored on your phone, so you can rest assured that it is secure. Your check image is transmitted for processing and verification. Funds are credited to your account, subject to holds and verification.

The Digital Banking mobile app contains most of the same features as the desktop site. It also offers functionality not found on the desktop site, such as Mobile Check Deposit and Tap Balances.

Yes, our app is compatible for iPhone or Android smartphones directly from your device’s app store.

Yes. Using the camera on your smartphone, you can deposit a check into your account remotely using the Coastal Digital Banking app.

If you would like to do things like change your password, change your email address or change your address, you just need to access the Solution Center on the mobile app.  This can be found by tapping the menu icon at the top right of the screen and scrolling down until you see the Solution Center.

You may enroll in Bill Pay within Digital Banking to pay your bills, review scheduled bills and see your bill pay history. For full featured Bill Pay, be sure and access your account from a desktop computer for additional functionality.

Both the desktop version and the mobile app have a Ways to Save Module that will provide you with special product offers, seminars, and perks that we recommend to you based on your overall relationship with Coastal.

Tap Balance is a convenient way to view the balance of your account without logging into Digital Banking. After opening the Digital Banking app, simply tap the tab above the User ID field and your real-time balance will appear. Plus, you can view your last five transactions by tapping the account name.

Within the app, tap the menu icon in the top right-hand corner.  From the menu, select "Solution Center" and then select "Manage Tap Balances".

Coastal CardNav FAQs

There is no charge to download or use Coastal CardNav.

If the address on record does not match the address the member is entering, they member will have three attempts before they are locked out for security reasons.  The member should validate the address on record to ensure they have correct address information.   If not, the member will need to follow standard operating procedures to update their address accordingly.

No, once the member receives their new card, they will need to re-register in Coastal CardNav.

 

All Coastal debit and credit card products are eligible for enrollment in Coastal CardNav. The only excluded card type will be the ATM access cards. There is no limit to the number of cards that can be enrolled.

1. Tap the menu button at the top of the screen (three bars on top of each other). 
2. Select Manage Portfolio. 
3. Select Add Card in the middle of the Manage Portfolio screen. 
4. Enter your card number and select Next. 
5. Enter your security code, expiration date, billing address, and select next. 
6. Verify account ownership by entering the last four of your social security number and select Next. 
7. Tap OK. If the added account does not appear on the Accounts page after a minute, tap refresh. 

Tap Forgot Password.  The new Password must include Upper case letter, Lower case letter, Number, and a Special Character. If a member has made too many incorrect password attempts, they will need to contact the Credit Union by calling 800-868-4262 to have it reset.  

Alerts are the push notifications you receive when a transaction has taken place on your debit card. You can select to receive alerts on all transactions, no transactions, or select transactions. Controls are the types of transactions you can turn on or off or restrict a function from occurring.

A card can remain turned off as long as you need. 

All in-app notifications are push notifications and are controlled by the inherent settings on the phone. You will receive them even when you are not logged in if you have your notifications provisioned as such.

No. Coastal CardNav is a mobile app only.

Alerts and controls are initiated by in-store transactions that occur outside of the area where your primary mobile device is located. The mobile device must have location services (GPS) enabled with permission to use the current location. If your phone is turned off, without cellular service, or does not provide GPS location coordinates it will use the last saved GPS location. However, if this situation occurs for more than eight hours, CardNav temporarily ignores the My Location policies. Transactions would not trigger alerts or control denials based on My Location preferences during this time, however an alert would be generated informing you that a transaction was conducted

Yes, however, we recommend as a best practice that you set establish a passcode, which requires a 4-digit code when the app is launched.

1. Tap the menu button at the top of the screen, then tap Settings. 

2. Select Passcode. 

3. Enter the four- to ten-digit passcode you would like to use and press Set. You may use numbers or letters. 

4. Re-enter the four- to ten-digit passcode and press Set. 

If you have an internet connection, Coastal CardNav will work. You may select a new country of residence setting as needed. 

If you wish, we can block your card and issue a new card number. We can also temporarily deactivate your account so no one can access it.

Refunds and other credits are exempt, so if one is attempted when the card is turned off it should still come through without incident.

Coastal Foundation FAQs

All grant requests are initially reviewed to ensure that the request meets all of our submission requirements. Complete grant requests are then sent to the board of directors for consideration. The board reviews each request and makes a decision based on a set of criteria that includes how well it matches our mission and focus, and what impact it will have in the community.

Each time members use their Coastal Debit or Credit Card, Coastal takes a penny from the fee we receive from the merchant, and donates it to the Foundation. It may seem like a small amount, but all those pennies add up to more than $300,000 a year to help our community.

NoNo. Coastal also provides some direct contributions to organizations in the community. These are typically smaller requests, or sponsorships that don't fit the Foundation's mission. Additionally, Coastal employees reported generously contributing more than $235,000 and 2,400 hours of their own time last year.

Grant requests are accepted at any time, and are reviewed at quarterly meetings of the Foundation's board of directors. However, there is no guarantee that a grant will be made at every meeting.

GranGrant requests are reviewed at quarterly meetings of the Coastal Credit Union Foundation's board of directors. Please allow at least 90 days for consideration.

Credit or Debit Card FAQs

You can activate your credit card in two ways: by calling the number affixed to your card (888-691-8661) or by logging into Online Banking and click on your Credit Card Loan Details.  Then choose MyCardInfo.

If you would like to set a PIN for your card, simply call 888-891-2435 and follow the prompts.  If you have forgotten your PIN, contact us at 919-420-8000 or 800-868-4262.

You may access your credit card history, transactions, payments, and details within Online Banking.

Log into Online Banking and click on your Credit Card Loan Details > MyCardInfo > e-Statements to enroll. e-Statements are free and convenient. You can resume paper statements at any time.

The Annual Percentage Rate (APR) can be found on your monthly statement.

Once you log into Online Banking, select the credit card and then click on visit "MyCardInfo". From there, choose Account Overview to verify your limit and balance on your account.

Accessing your points and redemption choices is quick and easy. You may call 800-484-2509 or simply log into Online Banking and choose your credit card account. Your points should display on the Account Details page. You can then click on the Share Points link to visit the redemption site.

Once you have established a Personal Identification Number (PIN), you can visit any ATM to make a withdrawal on your card. Or you can visit any Financial Institution that accepts Visa, including any of our Coastal branch locations. Refer to your specific Card Agreement for cash advance fees, rates, and limitations.  See disclosures

Call 800-868-4262, the customer service number written behind the card, or place your order online. Be prepared to provide identifying information, such as your name, account number and current address

To add an authorized user to your credit card, you can call 800-868-4262, log into Online Banking to send us a secured message or visit any of our branch locations. Please be prepared with the authorized user’s personal information to process the request. Please also note that you are responsible for all charges made to the card in addition to any balance transfers and cash advances.

To remove an authorized user from your credit card, you can submit your request by calling 800-868-4262 or via secure message through Online Banking.

Please call (800) 868-4262 immediately so we can disable the card to prevent fraudulent activity from occurring. You may also log into online banking and access our credit card account details.  From there you can choose MyCardInfo and report your card lost or stolen. 

There are several ways to make payments to your credit card account.

  • Coastal’ s Online Banking: You can set up both recurring and one-time payments from your Coastal accounts by logging into Online Banking through Coastal24.com. Select the Transfer Funds tab to set up or edit recurring payments. For one-time payments you can navigate to the Transfer Funds tab or use the Quick Transfer module on the Account Summary page. This payment method will post to your credit card account within two business days.
  • One-time payment through MyCardInfo: You can make a one-time draft payment from a deposit account at a different financial institution by selecting Make a Payment on the Payments tab of MyCardInfo. Enter the account and routing number, which can be found on the bottom of a check. This payment method will post to your credit card account within a few business days, depending on the other financial institution.
  • Recurring payments through MyCardInfo: You can establish recurring draft payments from a deposit account at a different financial institution by selecting Automatic Payments on the Payments tab of MyCardInfo. Enter the account and routing number, which can be found on the bottom of a check. This payment method will post to your credit card account within a few business days, depending on the other financial institution.
  • Pay by check: You can mail a check with the payment coupon you find attached to your monthly credit card statement. Please send payments to the Payment Address displayed at the bottom menu in MyCardInfo.
  • Pay at a Branch: You can visit any of our branch locations to make a payment.

Identifying a transaction that you do not recognize on your card can be unsettling. Be sure and verify your receipts. If a merchant has charged your account inaccurately, the first step is contact the merchant directly for resolution. If you are not able to obtain a resolution with the merchant, we can assist with disputing the transaction for you.

For disputes with your credit card, you can call us at 800-868-4262 or submit your dispute within online banking. After you have selected your credit card account, choose ‘visit MyCardInfo’. Then you can select Account Services from the menu to begin to process the dispute.

You should receive your new card prior to the end of the month that the card is set to expire. To prevent any delays getting you a card, please ensure your address on record is correct. If you do not receive your new card, please contact our Contact Center at 919-420-8000 or cardservices@coastal24.com.

To receive a replacement just give us a call at 800-868-4262 or 919-420-8000. Please allow 7 to 10 business days to receive the replacement card.

Yes, in most cases these cards can be used outside of the United States; however, to better serve you while traveling it is best to notify us for improved security and access to your accounts. Knowing when and where you are traveling allows us to strive to minimize the chances of your card(s) being blocked or flagged for unusual activity. To notify us of your travel plans, please log into Online Banking and place a Travel Notice on your card(s). For your convenience you can access cash at ATM locations worldwide. Keep in mind these transactions are subject to foreign transactions fees as well as any additional 3rd party fees.

If your credit card has been blocked, you may call 800-868-4262. To help ensure uninterrupted use of your card, notify us of your travel destination and dates in advance so a financial surprise doesn't spoil your trip by logging into Online Banking and setting a Travel Notice.

You can activate your debit/ATM card by calling the number on the activation sticker and following the prompts until you receive confirmation your card was successfully activated. You may also activate your card by making a transaction at a Coastal ATM.

If you have forgotten your PIN, please contact our Contact Center at 919-420-8000 to speak to a representative, available 24 hours a day, 7 days a week. You may also log into Online Banking and send us a request by secure message. Once we receive your request, we will send the PIN to you in the mail to the address on file.  You will receive your PIN mailer within 5-7 days.

Established limits are daily:

Classic - PIN $1000 Purchase/Credit $2000

Go Green - PIN $1000 Purchase/Credit $5000

HSA - PIN $1000 Purchase/Credit $3000

Log into Online Banking and click on the account you’d like to view. The transactions will appear beginning with the most recent.

Please contact our Call Center at 800-868-4262, or 919-420-8000 immediately so we can disable the card to prevent fraudulent activity from occurring

Identifying a transaction that you do not recognize on your card can be unsettling. Be sure and verify your receipts. If a merchant has charged your account inaccurately, the first step is contact the merchant directly for resolution. If you are not able to obtain a resolution with the merchant, we can assist with disputing the transaction for you.

For disputes with your debit card, you can call us at 800-868-4262 and speak to a representative or you may begin the dispute process by submitting your dispute through Coastal24 by clicking on the “Cardholder Dispute Form”.

You should receive your new card prior to the end of the month that the card is set to expire. To prevent any delays getting you a card, please ensure your address on record is correct. If you do not receive your new card, please contact our Contact Center at 919-420-8000 or cardservices@coastal24.com.

To receive a replacement just give us a call at 800-868-4262 or 919-420-8000. Please allow 7 to 10 business days to receive the replacement card.

Yes, in most cases these cards can be used outside of the United States; however, to better serve you while traveling it is best to notify us for improved security and access to your accounts. Knowing when and where you are traveling allows us to strive to minimize the chances of your card(s) being blocked or flagged for unusual activity. To notify us of your travel plans, please log into Online Banking and place a Travel Notice on your card(s). For your convenience you can access cash at ATM locations worldwide. Keep in mind these transactions are subject to foreign transactions fees as well as any additional 3rd party fees.

If you suspect your debit card has been blocked you may contact us at 888-241-2440, or if outside of the U.S. at 909-941-1034.  To help ensure uninterrupted use of your card, notify us of your travel destination and dates in advance so a financial surprise doesn't spoil your trip by logging into Online Banking and setting a Travel Notice.

Credit Reporting FAQs

Annually, you are able to receive a copy of your credit report. You can visit www.annualcreditreport.com to request the report.

Trans Union- 800-680-7289, www.transunion.com
Experian- 888-397-3742, www.experian.com
​Equifax- 800-525-6285, www.equifax.com

 

The most effective way to dispute an item on your Credit Report is to work directly with the Credit Reporting Agencies:

Trans Union- 800-680-7289, www.transunion.com
Experian- 888-397-3742, www.experian.com
​Equifax- 800-525-6285, www.equifax.com

A FICO score is a type of credit score created by the Fair Isaac Corporation. Lenders use borrowers' FICO scores along with other details on a borrowers' credit report to assess credit risk and determine whether to extend credit. Your score can impact your loan, interest rates terms, approvals and more.

Coastal has teamed up with Accel, a financial management program. Through comprehensive education and exceptional service, this organization has been assisting individuals for more than 40 years.

Deposit Services FAQs

Frequently, we see that direct deposits may not credit your account due to an invalid account number. Be sure to verify with the issuer of the deposit that they are sending funds with your full 14 digit account number. You may also provide the issuer of the deposit a voided check.

You may also want to validate the ABA Routing Number, 253175494.

Transferring funds is easy and free! Simply log into Digital Banking and select Transfer Funds. Follow the displayed prompts. Transfers may take up to 3-5 business days to credit.

You may also transfer funds from your Coastal account to another financial institution via a wire transfer. To initiate a wire transfer, please contact our Call Center at (800)868-4262, ext 6784 or 919-420-8000, ext 6784 or visit the nearest branch location.

On April 24th the Federal Reserve Board announced an interim final rule to delete the six-per-month limit on convenient transfers from the savings/share accounts.  The interim final rule allows Coastal to immediately suspend enforcement of the six transfer limit to allow our members to make an unlimited number of convenient transfers and withdrawals from their savings at a time when it is critical because of the coronavirus pandemic.

Prior to the interim rule, Federal Regulations require us to have limitations on the number and types of withdrawals allowed on a savings account. Your savings accounts are limited to 5 teller withdrawals (this includes cash and official checks) per month. Any transactions in excess of 5 are charged a fee for each withdrawal. As an alternative, you can avoid this fee by performing a cash withdraw from your savings account at an ATM. It's good to know that ATM withdrawals from savings accounts do not count against your 5 monthly teller withdrawals, or the 6 monthly electronic withdrawals that are allowed by Federal Regulation D. Transfers made through Telephone Banking, Digital Banking, or our Transaction Call Center count towards the 6 monthly transactions allowed by Federal Regulation D. Any ACH (electronic) debits from savings count towards the 6 as well. Also, if a savings account is used for overdraft protection, then overdraft transfers from savings will also count towards the six transactions per month. If you find yourself coming close or exceeding your limits, you may want to consider a checking account at Coastal.

To set up a direct debit or credit to your account you will want to provide the ABA/Routing Number 253175494. If you have a checking account, please use the 14 digit number on the bottom of your checks. If you want to debit or credit another account with your Coastal account, please give us a call at 800-868-4262 or 919-420-8000. For security reasons, we will mail you the account details to set up direct debit or credit to your account.

If wiring U.S. Dollars, please provide the issuing institution the following instructions:

Bank Name: Coastal Credit Union
ABA/Routing Number: 253175494
Credit Name: (Your name and address)
Account Number: (Your 14-digit Coastal account number)

Eligible members can deposit funds by using Digital Banking through the Mobile Deposit feature. You may also visit any Coastal branch location or Shared Branch/Service Center location. Or, you can fill out the Mail Teller Form (pdf) and send it to: Coastal Credit Union Attn: Payments / Deposits P.O. Box 10009 Irmo, SC 29063-5009

Primary members can update their address or phone number within Digital Banking using the Account Services icon and then choosing the Solutions Center Log into Digital Banking, select the Account Services icon, under the Solutions Center tab click on option to change address/phone number. If you are updating an address to a PO Box, a physical address is also needed. You may also change an address at any our branch locations. If you are unable to visit a branch location, you can send the completed form to

Coastal Credit Union
Attn: Deposit Services
PO Box 58429
Raleigh, NC 27690-5811

Or fax it to 866-881-5533.

After 6 months of no activity, an account is statused as inactive and may incur an inactive charge. After five years of inactivity, the account is considered dormant and funds are required, by law, to be sent to the state. Prevent fees and an inactive status from occurring by performing one or more of the following: deposits, withdrawals, or transfers. If you have questions about your account status please call us at 800-868-4262.

Wires can be sent domestically or internationally until 3 PM EST.

Yes! You can view pending deposits, debits, and credit card transactions directly within Digital Banking.

To dispute an ACH transaction, please complete the Written Statement Under Penalty of Perjury form. Please fax the completed form to 866-881-5533 or stop by a Coastal branch for assistance. If you have any questions about the form, or the dispute process, please contact us by email at ach@coastalfcu.org.

While Coastal does not charge a fee for receiving the international wire, some issuing or corresponding institutions may charge a fee. If a fee is imposed, it will be deducted from the amount of the incoming wire prior to us receiving it and posting it to your account.

We are not currently part of the SWIFT system. We can only directly accept domestic wires but the issuing bank may have a US affiliate who can forward the funds to us.

Members have access to over 30,000 surcharge-free ATMs, including:

  • Coastal Branches
  • State Employees Credit Union Branches
  • Cash Points
  • Sheetz
  • COOP Operated ATMs
  • Cash Back at the Register
  • Mobile Deposit for Deposits
You may also make a debit card purchase (with a PIN) at many merchants and get cash back at the register. This option saves both a trip to an ATM and a potential surcharge.

For a list of all ATM locations, click here.

Or you can text your zip code to 91989 and get a list of the nearest CO-OP surcharge free ATMs. Standard data/text fees apply.

Yes. All of our locations have a notary, which is free of charge to our members.

All contributions and distributions are required to be reported on your income tax return. Annually, we will provide you with a 5498-SA for your contributions and a 1099-SA for your distributions.

Unfortunately, we do not exchange foreign currency.

Placing a stop payment is quick and easy. Just log in to Digital Banking, click the Account Services icon, then click "Place a Stop Payment" under the Checking Services section of the Solutions Center tab. As an alternative, you can contact us directly at 919-420-8000 or 800-868-4262. Or you may visit one of our branch locations.

There are numerous ways in which paper checks can be converted into electronic items. Generally they are converted to electronic debits that flow through the ACH (Automated Clearing House) network. ACH is the national network for exchanging electronic payments.

Please contact our Call Center at 800-868-4262 or 919-420-8000 or visit your local branch for assistance.

Yes, funds can be direct deposited without your name being on the account.

If you would like to change the account in which funds should be deposited, please contact the issuer of the funds to make the necessary changes.

Checks drawn off of a foreign financial institution can be deposited. Once we receive the item, it may take an extended period of time for the credit union to collect upon the funds. In the interim, we will provide a provisional credit to your account.

You may visit any of our branch locations to deposit the check. If you are unable to visit a branch location, please complete the "Foreign Collection Disclosure Form" and mail it to:

Coastal Credit Union
Attn: Deposit Operations
P.O. Box 58429
Raleigh, NC 27658-8429

Please remember to hit the pound key ("#") after every entry. If you are still unable to activate your card, please call us at 800-868-4262 or 919-420-8000.

Bounce Guard Plus is an enhanced version of Bounce Guard to extend overdraft protection to your ATM and debit card transactions.

There is no cost to enroll in Bounce Guard Plus, and you only pay a fee if you actually use the service.

Making a payment is easy! Simply login to Digital Banking and select the Transfer/Payments tab. Follow the prompts to submit the payment.  You can also set up automatic payments by faxing an ACH Loan Payment Authorization form to 866-881-5533.

The ACH transactions will post on the first business day of the following week.

You can place an stop payment on an ACH transaction by visiting any of our locations or contact us directly at 800-868-4262.

Digital Wallets FAQs

To use, simply hold your phone or device near the card terminal until you hear a beep and/or
feel the device vibrate. You may also need to validate with your fingerprint, iris, or other
verification method, depending on the payment form you’re using. If you’re using a debit
card, you might need to enter your Coastal PIN, and some transactions might require a
signature. You should see confirmation on both the device and the terminal that the
transaction has been accepted.

Digital wallets work anywhere that you can tap your contactless card. 

 

  1. Choose the Samsung Pay icon, and log in using your Samsung account information.
  2. If you do not already have a Samsung account, you can create one.
  3. Once logged in you can, touch ADD CARD in Samsung Pay app to begin the process
  4. of adding your card.
  5. Center the card in the on-screen window and Samsung Pay will read the card number, or you can enter the card number manually.
  6. Verify or enter the additional information such has Cardholder Name, Expiration Date and Security Code (CVV).
  7. Accept the Terms and Conditions for adding a card to a digital wallet by touching AGREE TO ALL.
  8. You may be prompted to select a delivery method for receiving a One Time Passcode such as SMS or EMAIL or CALL IN.
  9. The One Time Passcode will be delivered to the destination selected. Enter the code received and touch SUBMIT.
  1. Choose the Google Pay icon, and log in using your Google account information.
  2. If you do not already have a Google account, you can create one.
  3. Once logged in you can, touch ADD CARD in the Google Pay app to begin the process of adding your card.
  4. Center the card in the on-screen window and Google Pay will read the card number. Or you can enter the card number manually.
  5. Verify or enter the additional information such as Cardholder Name, Expiration Date and Security Code (CVV).
  6. Read and accept the Terms and Conditions for adding a card to a digital wallet by touching AGREE TO ALL.
  7. You may be prompted to select a delivery method for receiving a One Time Passcode, such as SMS or EMAIL or CALL IN.
  8. The One Time Passcode will be delivered to the destination selected. Enter the code received and touch SUBMIT.

You can add up to 10 credit or debit cards to your Garmin Pay™ wallet.
1. From the Garmin Connect™ app, select  select the Garmin Devices section
2. Select Garmin Pay and then Add Card.
3. Follow the on-screen instructions.

All digital wallets create a unique digital number for each of your cards that is different from
the number on the plastic card issued by Coastal. The wallets store these digital numbers and use them to complete your transactions to keep your Coastal-issued card information protected. You can locate your Device Account Number/Digital Card Number/Virtual Account Number inside the app of the digital wallet. If you make a purchase with a digital wallet and end up returning or questioning that purchase, the merchant might ask you for the last four digits of your card number. In those cases, you will need to provide them with the last four digits of the Device Account Number/Digital Card Number/Virtual Account Number instead of the last four digits on the plastic card number.

You should be able to use your card within a few minutes of adding it and verifying the OTP.

You should be able to use your digital wallet at any participating merchant regardless of the location. However, be aware that your wireless and data plans may charge additional fees if you’re using a digital wallet internationally. As always, we recommend that you submit a travel notice to Coastal if you have plans to travel internationally.

Please call 800-868-4262 for assistance.

As a fraud prevention measure, anybody who has changed or updated their contact information within the last 90 days will not be able to use the OTP. If your information has recently changed, you will need to call 800-868-4262 for verification assistance.

Your phone/device does not store your actual card number at any time, so your card information cannot be accessed even if your phone is lost or stolen. Transactions themselves are completed using encrypted, dynamic information called tokens. The tokens change for every transaction and are useless by themselves, so if a criminal were to obtain the token, they would not be able to use it to access either your phone/device or your Coastal information. These measures make digital wallets a very safe and secure option for using your Coastal card.

Even though it would be extremely difficult for someone other than you to use your digital wallet, you should get a new card number if you believe your device has been stolen. Please call 800-868-4262, verify all transactions on your statement, and request that we close your old card and send you a new card number.

If you get a card with a different card number or expiration date, you will need to update your card information in your digital wallet.

You will need to load your card into your new device after you’ve gotten it set up.

Yes. However, be aware that depending on your data plan, some rates may apply.

OTPs for a debit card will come from the number 76128. Credit card OTPs will come from 98699. The text will read as follows, depending on the verification method:

Email Variables Available: 

  • $(OTP) = One Time Passcode
  • $(WALLET) = Wallet Name
  • $(LAST4) = Last 4 digits of PAN (can be used not currently used today; would require CU to determine placement)

Email Body

Note: This is a message regarding your $(WALLET) Identification Code.

Here is the Identification Code you will need to enter in your Mobile Wallet to help us complete the verification process.

Your Identification Code is: $(OTP)

This code will expire in 30 minutes so please enter in the appropriate field on your Mobile Wallet as soon as possible.  YOUR FINANCIAL INSTITUION WILL NOT CALL TO ASK FOR THIS CODE. DO NOT GIVE THIS CODE TO ANYONE. ENTER CODE IN DEVICE ONLY.

Sincerely,

Mobile Wallet Team

SMS Variables Available

Same as Email variables listed above.

SMS - OTP Message when using FD Shared Short Code

Your $(WALLET) code is $(OTP). DO NOT GIVE CODE TO ANYONE. ENTER IN DEVICE ONLY. For information, reply HELP or call the number on your card.

 

No. The digital wallet app will create the encryption data and a Device Account Number/Digital Card Number/Virtual Account Number on its own.

No. You never have to use a digital wallet if you don’t wish to.

Yes, you will still get a receipt for your transactions.

Returns will be handled according to the merchant’s return policy. If you used a digital wallet to complete the transaction, you might need to hover your device over the reader the same way you did when you made the purchase to complete the return.

Yes, you will still get Coastal credit card rewards on all eligible transactions if you’re using a Coastal Signature Premier Rewards or Coastal Rewards card. If you use your Coastal Go Green debit card, transactions will qualify even if you use a digital wallet to make the transaction.

Yes, you may remove your Coastal cards from a digital wallet at any time. You may also choose to use your physical Coastal card instead of a digital wallet at any time.

Fraud FAQs

It’s unfortunate but they do happen. Criminals insert malicious software into a company’s point-of-sale (POS) system. That malware then records credit and debit card information when the card is swiped through payment terminals. The recorded information is sent to the criminals who then sell it on what is referred to as “the dark web”. 

Retailers are responsible for changing/upgrading their point-of-sale systems, which though slow in going, the adaptions are being made. The good news is as of 2016, credit card companies shifted to the more secure chip-enhanced cards, which make it more difficult for criminals to access your personal information. 

More good news - Coastal blocks and replaces cards as soon as fraudulent activity is reported.

Card data breaches are announced by the card associations (Visa, Mastercard, Discover, AmEX, etc.). They typically don’t name the merchant (or merchant processor) who was breached. If the merchant deems the breach was serious enough to divulge that a breach occurred, they will announce it. Sometimes, Coastal learns of the merchant as the announcement is being made. Sometimes, we don’t. There is currently no federal or state law that requires a card association to name the merchant that was breached nor is there a law requiring the merchant to announce they have been breached. 

If Coastal learns of the merchant that was breached, we will advise our members as we re-issue their cards or sooner. 

The best way for you to guard yourself against card fraud is to - 

  • In Digital Banking, set up alerts on your debit or credit cards 
  • Use a chip-enhanced credit or debit card at your local merchants to guard against malware that may have been installed on their systems 
  • Use virtual payment services like Visa Checkout or Apple Pay 
  • Be careful when clicking on links in emails you receive. Inspect the link itself, subject line, and the sender carefully. If you think anything is suspicious, don't click the link! 
  • Control your debit permissions and preferences using CardNav

Set alerts in digital banking on your debit & credit cards

Watch your account(s) daily, if possible.

Simply wait for your new cards (and PINs) to arrive.

Remember to update your automated payments with your new card information.

GO GREEN MONEY MARKET FAQs

Deposits are insured by National Credit Union Administration (NCUA) up to $250,000.

Yes.  The minimum deposit needed to open an account is as low as $100. 

Dividends are calculated on the average daily balance and are compounded and credited monthly. Tiered Dividend Rate based on balance and number of debit card transactions.

You can fund your new account by transferring money from an existing Coastal or non-Coastal account or by check at a branch location convenient to you.

To qualify for the highest rate, you must make at least 30 transactions with your linked Go Green Checking debit card.

Home Equity Loan FAQs

A home equity loan is one-time disbursement of loan proceeds secured by your home. Both the interest rate and monthly payments are fixed, ensuring a predictable repayment schedule for the life of the loan.

Property must be a primary residence located in North Carolina, South Carolina, or Virginia.  Eligible property types are single family detached, Townhouses and Condominiums only.

You do not need to have a first mortgage with Coastal to obtain a Home Equity.

Because of the competitive interest rates and potential tax advantages of home loans, they are convenient ways to finance home improvements/repairs, education, purchasing a vehicle, buying a second property or consolidating higher interest rate balances.  Member should consult a tax advisor for additional information.

You can borrow as little as $5,000 or up to $250,000 depending on your credit history, available equity in the property and your current monthly debt up to 100% of the Loan to Value (LTV).  Higher loan amounts may be available if your first mortgage with Coastal.

Interest on home equity loans may be tax deductible.  Consult your tax advisor regarding tax deductibility.