Frequently Asked Questions - Service Federal Credit Union (2024)

Our mobile app can be downloaded from theApp StoreorGoogle Play. Learn more about getting started with our app and its additional features here.

Get real-time account information and important updates by signing up for our SMS alerts.

For members located in the United States:
To sign up, simply text SERVICE to 603603.
On a mobile device? Simply tap here.

For members located overseas:
To sign up, simply text SERVICE to +49 176 888 69325.
On a mobile device? Simply tap here.

Download a printable form for deposit, withdrawal, transfer or payment.

Your member number can be found within our app or in online banking, under “My Settings.” (Hit the gear button on the top right to get here if you are using our mobile app). In the Personal Information section, your name will appear directly above your member identification number.

To view your individual account numbers in online banking, go to “Accounts,” select the account of your choice, and hit “Details.” The account number will appear on the top line.

If you would like to reorder, rename or hide any accounts, please follow the below steps:

1. Log into online banking via the web (not the mobile app)
2. Go to “My Settings”
3. Scroll all the way down to rename & hide your accounts
4. Use the drag and drop feature to move accounts, and uncheck any accounts you don’t want seen
5. Use the “nickname” feature to name your accounts

An external transfer allows you to connect your external bank with your Service Credit Union account for the purpose of transferring funds to and from the external account. To set up an external transfer, please follow these steps:

1. Log into online banking. Click on the following: Transfer Funds>External Transfers. >Click the link to add your account from another fFinancial iInstitution. If using the mobile app, click on “More…” and then click “External Transfers.”
2. Once you add the account, we will make two small trial deposits into your EXTERNAL account in 24-48 hours for amounts less than $1.00. You will have to go into your external account to view what those amounts are, and then come back to your Service CU online banking portal and input those amounts (see step 3 below).
3. To activate a recently added account, please take the following steps in online banking: Transfer Funds>External Transfers> Manage External Accounts and click on “Validate Account.”.  This will allow you to input your trial deposit amounts to activate your account. Once that’s completed, you can begin transferring funds between accounts. If usingthe mobile app, then click on “More…” and then click “External Transfers.”

Quick tips:

• When making payments to your Service Credit Union lLoan in online banking, click on “Pay My Service Credit Union Loan” and select the loan account you are paying and the external account where the funds are coming from. If usingthe mobile app, then click on “More…” to get to this option.
• When transferring funds to or from an external account, click on “Transfer Funds” and select the desired account to transfer from and the desired account to transfer to. On the mobile app, click on “Transfer.”

Our member services representatives are here for you 24 hours a day at 800.936.7730 (U.S.) or 00800.4728.2000 (Intl). We are also available via Live Chat.

To save you time and effort, we’ve introduced Star, our digital banking assistant, who can answer questions immediately over Chat and by phone without you waiting on hold. Get answers to frequently asked questions such as:

• “When is Military Pay Day?”
• “How do I report fraud on my card?”
• “How do I apply for a car loan?”

When you contact us by phone, you can save time by using Star to ask for your account balance, get branch and shared branching information, list your recent debit or credit card transactions, withdrawals and deposits, transfer funds and make loan payments to and from Service CU accounts without waiting on hold to speak to an agent.

For any protected information, you will need your member number and a phone banking PIN number.

You may also call us to create or change your phone banking PIN using Star. To make phone banking easier in the future, you may also set up voice authentication.

Your voice banking PIN number allows us to verify your identity for secure phone banking questions. If you previously had a Call 24 PIN, your voice banking PIN is the same number.

If you need to create a voice banking PIN, or update an existing PIN, you may do so using Star when you call us over the phone.

In online banking, select “Pay a Bill,” and choose whether you are paying a U.S. or International Bill.

If using the mobile app, select “Bill Pay” from your options list.

Select “pay” from top list of options to schedule a payment.

Choose where the payment is coming from, and then select the payee from your checking account, and select amount.

Select payee and date, and schedule as a one-time or repeat transfer.

To pay your student loan, visit https://servicecu.studentchoice.org/ and select “log in to my account” to make a payment.

The charge that is waived when using a surcharge-free ATM is the fee that the owner of the ATM charges. The $2.00 fee is assessed by Service Credit Union when a member uses a non-Service Credit Union ATM. Depending on the checking account tier you have, you may qualify for up to $30 monthly for ATM reimbursem*nts. More information.

What non-Service Credit Union branches can I make transactions at?

Today, members can conduct Service Credit Union transactions at 5,000 shared branch locations and nearly 30,000 surcharge-free ATMs worldwide. Make deposits, withdrawals, transfers, account inquiries and other transactions at convenient locations near work, home, shopping and travel locations. Find a location near you.

View our current fee schedule.

No, you do not need to close your account if you are changing stations or going on deployment. If you’re a Service Credit Union member, you’ll remain a member for life.

That’s why we offer special services to make life easier both stateside and overseas, whether it’s our full-service mobile app, 24/7 Contact Center, access to thousands of shared branch locations and surcharge-free ATMs or International Bill Pay. Learn more now.

Many members are surprised when they look at their loan account to find that a large dollar amount has been added for CPI insurance. This is insurance that Service Credit Union will purchase if you have not provided proof of insurance (comprehensive and collision) for your vehicle. This is to ensure that Service Credit Union’s collateral is protected in the event of an accident. To have this insurance removed, follow the steps below:

• Send an email to Allied Solutions: docsend@fmq.alliedsolutions.net
• The subject line of the email should be: Remove CPI Insurance
• The body of the email should read: My name is (Your Full Name) and I am requesting the CPI insurance be removed from my loan. My member number or SSN is: XXXXXXXX. Attached is a copy of my insurance policy.
• Attach a copy of your insurance policy to the email.
• You may also mail the insurance policy to:

Service Federal Credit Union

c/o Allied Solutions

PO Box 2366

Sioux City, IA 51106

• Allow approximately 10 business days for processing.
• If you have any questions, please contact our Resolution and Recovery department at 800.936.7730 (U.S.), or 00800.4728.2000 (International), select Option 6 from the automated menu.
• You can also contact Allied Solutions directly at 800-719-3028 or easternsupport@alliedsolutions.net.

If you require a name change, please follow these steps:

• Download and complete this Name Change Request Form
• Email the completed form as an attachment to scu@servicecu.org
• Subject of the email should read: Name Change Request
• Body of email should include your full name and member number or full SSN.
• Attach the document that resulted in the name change, i.e., marriage certificate.

If you require further assistance, then please speak to a representative at 800.936.7730 (U.S.), or 00800.4728.2000 (International), select Option 6 from the automated menu.

In order to ship your vehicle that is financed through Service Credit Union, you will need a Permission to Ship letter. Please follow these steps to avoid any delays:

• Make the request for the letter by sending an email to loans@servicecu.org or faxing to 603-422-8457.
• The subject should be: Request Permission to Ship Letter

• Attach a copy of the insurance policy and PCS/rotation orders.
• The body of the email should read: My name is (Your Full Name) and I will be returning to the United States from overseas. My account number or SSN is: XXXXXXXX. The year/make/model of the vehicle being shipped is: (Year/Make/Model). The estimated shipping date of my vehicle will be on (estimated date vehicle will be shipped). My vehicle will be shipped to (City, State). PCS Orders and proof of insurance for this vehicle are attached.

It is recommended to make this request as soon as you receive your PCS/rotation orders to avoid any delays. Estimated processing time is 1-2 business days.

In order to ship your vehicle that is financed through Service Credit Union, you will need a Permission to Ship letter. Please follow these steps to avoid any delays:

• Make the request for the letter by sending an email to records@servicecu.org or faxing to 603-422-8391.
• The subject line should be: Request Permission to Ship Letter
• Attach a copy of the insurance policy and PCS/rotation orders.
• The body of the email should read: My name is (Your Full Name) and I will be leaving the United States to work overseas. My account number or SSN is: XXXXXXXX. The year/make/model of the vehicle being shipped is: (Year/Make/Model). The estimated shipping date of my vehicle will be on (estimated date vehicle will be shipped). My vehicle will be shipped to (Country, city). My PCS/rotation Orders and proof of insurance for this vehicle are attached.

It is recommended to make this request as soon as you receive your PCS/rotation orders to avoid any delays. Estimated processing time is 1-2 business days.