FAQs

• About Credit Unions
• Online Services
• Online Branch Security
• Online Branch Account
• General
• Account Transfers
• Card Products
• Overdraft Protection (ODP)
• Checking

About Credit Unions

Q. What is a credit union?
A. A credit union is a not-for-profit organization that is owned by its members. The prime function of the credit union is to serve its members. Credit unions focus on the needs of all their members, instead of a limited number of shareholders. All members of the credit union have equal voting rights, regardless of the amount on deposit.

Q. Why are credit unions important?
A. Credit unions give a competitive edge to the marketplace by offering favorable rates and services. In turn, they create benefits to consumers of all financial institutions.

Q. Why would I choose a credit union?
A. Most importantly, you have the ability to put your money where you want. Credit unions typically offer lower or no fees, higher savings rates, lower loan rates, and more personalized service. Credit unions focus on their members and return their profits to the members by giving higher savings rates and lower loan rates.

Q. Are my funds insured at a credit union?
A. All funds deposited at credit unions are federally insured  to at least $250,000 by the National Credit Union Administration (NCUA), an agency of the Federal Government. No member of a federally insured credit union has ever lost any money. Credit unions support the operations of the National Credit Union Share Insurance Fund (NCUSIF)  by maintaining deposit with the fund equal to a percentage of their insured savings. If events occurred that caused the NCUSIF equity ratio to fall below 1%, responsibility to immediately replace the funds would lay on the credit union--not the taxpayer.

Q. Who regulates credit unions?
A. The National Credit Union Administration (NCUA) regulates federally-chartered credit unions--like Mountain America. Credit unions are subject to much of the same consumer regulations as other financial institutions. In some cases, such as investments and mortgage business lending, credit unions must adhere to more strict regulations.

Q. Do credit unions pay taxes?
A. Credit unions pay payroll, property and sales taxes as well as various licensing fees. By law, they are exempt from paying income tax because all monies earned after operating expenses and setting aside statutory reserves are returned to members. As not-for-profit institutions, they return excess earnings to members-rather than an outside group of stockholders-in the form of higher savings rates, lower loan rates, and lower or no fees. Big or small, every credit union shares this not-for-profit structure and service-oriented philosophy of "not-for-profit, not for charity, but for service."

Q. How do credit unions raise capital?
A. Credit unions must generate capital for operating funds by receiving deposits from members and repayment of loans made by members. This is because they don't have the ability to generate capital through the sale of stocks to shareholders.

Online Services

Q. How do I log in to Online Branch?
A. Getting started is easy:

• Log on to the Internet.
• Go to https://www.macu.com. You may want to bookmark this site for future use.
• Enter your account number at upper left hand corner of the home page.
• Enter your password. It is the same as your Touch-Tone -Teller PIN. If you don't know your Touch-Tone -Teller PIN, please contact a service representative at 1-800-748-4302.
• Click on the login button.
• Choose a new password as indicated by the prompt to be used exclusively for Online Branch.

Q. How do I find my way around inside Online Branch?
A. Online Branch has easy menus and help screens to guide you. To use Online Branch, point and click the mouse and use your keyboard to enter text
and numbers.

The colored text can also direct you. For instance, to view your account history, go to Account Access and click on the colored account title (example: checking). The cursor will become hand-shaped when you can click to go to a new screen.

Q. What browsers are supported by Mountain America?
A. We guarantee support for Internet Explorer 7.0 or higher and Firefox 2.0 or higher.

A 128-bit encryption is required. To determine if your browser supports 128-bit encryption, click on 'Help' in the toolbar of your Internet browser and click on 'About browser name.' A pop-up box or window will display. For Internet Explorer, next to 'Cipher strength,' you should see '128-bit.' For Firefox, the following text should appear: 'This version supports high-grade (128-bit) security with RSA Public Key Cryptography.' Cookies and Java also must be enabled. To find out how, click here.

To test your browser, click here.

Q. Who should I contact for technical support?
A. You can contact us by email, click here, or by phone at 801-325-6228 or 1-800-748-4302.

Q. How do I log in to Bill Payer?
A. Paying bills online is easy to set up if you have Internet access and 128-bit encryption. (Before you begin, it is wise to have a list of the bills you wish to pay with addresses and phone numbers, the dates they are due and your account numbers with them.) To sign up:

• Go to and log in to Online Branch.
• Click on the "Bill Payment" button.
• Follow the prompts to set up your online bill-payment system.

Q. How do I use Bill Payer?
A. Using Bill Payer is easy. Click Here for a Bill Payer Demo.
Within Online Branch, click on the "Bill Pay" tab and enter the requested information. After you're signed up, you can set up payees and then schedule payments.
To set up payee (the company or person you have to pay):

1. Click on "Payees."
2. Click on "Add Payee."
3. Follow the prompts to enter your payee information.

To schedule a payment:

1. Click on "Payments."
2. Click on "Make Payments."
3. Enter the amount you want to pay.
4. Click on "Make Payment."

Q. Can I change my Bill Payer information?
A. Yes. You can change your password, add or remove bills or authorize one-time payments.

Q. How do I view forms on MACU2Go?
A. This service uses many PDF forms. If you do not already have Acrobat Reader, you will need to download this software. To download a free version of Acrobat Reader, click here.

MACU2Go Frequently Asked Questions

Q. Does MACU participate in OFX?
A. Yes we do. We offer direct connect services for products such as Quiken, QuickBooks, MoneyDance, iBank, and many more personal finance management programs.

Q. Which institution should I choose when setting up direct connect?
A. Choose the Mountain America CU - Direct connection.

Q. What versions of Intuit products does MACU support?
A. We follow Intuit's support which is normally the current year plus the two previous years.

Q. What information do I use to sign up for direct connect?
A. You simply need to enter your MACU account number and the password you use to login to macu.com.

Q. How do I get connected via direct connect?
A. Input your account number and your Online Branch password. Follow the instructions and select Mountain America CU - Direct from the Financial Institution list. Follow the instructions on the screen from there.

Q. Does Mountain America Credit Union support direct connect?
A. Yes we do. If you are a first time user, simply input your Online Banking information. If you have previously registered for direct connect, please follow the instructions here.

Q. Do credit cards work with direct connect?
A. Yes they do. Transactions will now be downloaded into your Quicken software when you run your one-step-update.

Q. Which connection should I choose for Quicken?
A. You will need to choose the Mountain America CU - Direct connection. This will ensure that you will be connected via our correct server. Step-by-step directions can be found here.

Q. Does MACU support OFX connections?
A. Yes we do! We support companies and programs such as iBank, MoneyDance, MoneyWell, Mint.com, MyMoney, Peach Tree, Wesabe, and many, many more! To establish a successful connection, just use the following information when setting up your account(s): FI Name - Mountain America Credit Union FI Org - MACU FID - 324079555 OFX URL - https://ofx.macu.org/OFXServer/srvr.dll

Q. What information do I need for bill pay?
A. To pay on a MACU loan, enter the 12 digit ACH number and our corporate address. To deposit money into a share account, use the 12 digit ACH account number and our corporate address. Examples for loans; 602001234567, 802001234567, 742001234567. So you will put the loan ID first, followed by 200 (inidcates it is a loan), then the 7 digit account number. If your account number is shorter than 7 digits, add the proper number of zero's after the 200 to make it a 12 digit number (602000123456, 802000012345, 742000001234). For deposits to share accounts, follow the same format with the share ID first, but then put 100 after that followed by the account number. Use the following address for Mountain America; PO BOX 9001, West Jordan UT 84084-9001.

Q. Does MACU offer mobile banking?
A. Yes we do! Simply enter macu.com/mobile in the browser on your phone and it will tell you whether or not your phone is supported for our downloadable application. From a desktop computer you can also go here. This will display all available channels for mobile banking.

Q. How do I get my login ID and Password?
A. You can call our Service Center at 1-800-748-4302 or you can visit any branch.

Q. I forgot my password and I am locked out of my account. What do I do?
A. Use the forgotten password feature, visit a local branch or call 1-800-748-4302.

Q. What browser do I need in order to use Internet Banking?
A. Any browser with 128 bit encryption that has cookies and Java enabled will work, but it is recommended to use a supported browser. We currently support Internet Explorer 7.0 & 8.0, Safari 3.x, and Firefox 3.x. If you are using a different browser and experiencing issues with our Online Branch, try using one of these browers. Otherwise we will not be able to assist you with issues on a non-supported browser.

Q. Why can't I view my eStatements?
A. The settings on your computer are crucial in being set correctly to view your statements. All of these settings can be found under your Internet Options. First, make sure you have Adobe Acrobat Reader installed on your computer. Next, make sure your browser is accepting 3rd party cookies. Also look for an eye with a red circle around it at the bottom of your browser screen. If it is there, double click that icon, then double click any web address in that box that has www.mtnestatement.org in it, then choose Always Allow cookies from this site. Next make sure your security settings are at medium for the Internet Zone (the globe), and the Trusted Sites (green checkmark). If there is not a sliding bar to adjust your settings, click on Default Level then proceed to make the proper changes. Also, while in this screen, make sure that the Enable Protected Mode is check marked on both the Internet Zone and the Trusted sites zone. Next make sure you have your pop-up blocker disabled. If you do not wish to disable your pop-up blocker, then go to the Privacy tab and click on the settings button next to Pop-up blocker. Add www.mtnestatement.org to that and click on allow then click on OK. Finally, if you have any kind of toolbar installed on your browser such as Bing, Yahoo, Google, or any others, they will need to be removed from your computer. To do this click on your Start Menu>Control Panel>Add/Remove Programs. This will pull up an alphabetized list. Look for any program that has toolbar mentioned and click on remove/uninstall. Then login to macu.com once again and view your statement.

Q. What are the acceptable characters for passwords?
A. ! (exclamation point) # (number sign) $ (dollar sign) % (percent sign) & (and/ampersand sign) * (asterisk) - (dash or minus) = (equals) + (plus) ( (open parenthesis) ) (closed parenthesis) , (comma) _ (underscore). Any others will not be accepted.

Q. What are the Terms and Conditions governing the use of Mountain America's Online Branch?
A. Click here to read our Terms and Conditions for the Online Branch.

Online Branch Security Questions

Q. What kind of security is being used for Online Branch?
A. MACU's Online Branch runs at the highest level of security for the protection of your account. The following security measures are taken to insure that Online Branch is safe.

• An account number and password are required to access the system.
• The 128-bit encryption scrambles the data when crossing over the Internet which makes the information unreadable.
• Online Branch is set up behind a firewall for added protection.

Q. What is encryption?
A. Encryption is the conversion of data that cannot easily be intercepted by unauthorized people. It takes the data you have requested and scrambles it before transmitting it on the Internet. Security experts say that unscrambling it would be so cost and labor intensive that it would not be worth the effort.

Q. What is my Online Branch Internet password?
A. In order to receive your Online Branch password, call 1-800-748-4302. Once you have been set up for Online Branch, and initially log-on, the system will ask you to change your password for security purposes.

Q. What is a firewall?
A. A firewall is a hardware and/or software solution that restricts access from your internal network to the Internet--and vice versa. You can think of it as a checkpoint; all traffic incoming and outgoing, is stopped at this point. Because it is stopped the firewall can make sure that the information is acceptable; in other words that it conforms to the security of the site.

Q. How do I change my password?
A. To change your password, click on the User Options button under the Online Branch platform. The password will be effective immediately and can be changed as often as you like.

Online Branch Account Questions

Q. How do I find the details of account transactions?
A. If you click on the account name it will give you a detailed summary of account transactions.

Q. How can I see if a check has cleared?
A. Once you're in the Online Branch section, double click on the word "Checking". This will show your entire checking history for the current and previous months.

Q. How do I download account information to import into MS Money and Quicken?
A. There is a download option through Online Branch. Choose which program you want to down load to-either Money or Quicken--and click on the appropriate button. You will then be asked the time frame you want to download and the account source. After you have submitted the information, it will ask you to save the information to your desktop. Then go into your Quicken or Money products and retrieve the information you saved to your hard drive.

Q. What do I do if I receive an error while trying to log in to Online Branch ?
A. Visit our Common Online Branch Errors section

General

Q. Where do I send a pay-off?
A. Payoffs can be given to a financial service representative at the branch nearest you or mailed to:

Mountain America Credit Union
Attn: Pay-off dept.
P.O. Box 9001
West Jordan, UT 84084-9001

Q. What are your hours?
A. Most of our branches are open from 9 a.m. to 6 p.m. Monday-Friday. Our Questar branch is open from 8 a.m. to 5 p.m. Some branches are open on Saturday for drive-up service only from 9 a.m. to 2 p.m. Most branch ATMs allow you to make deposits, withdraw cash, transfer funds, make loan payments and get balance inquiries -- 24 hours a day / 7 days a week.

Q. Do deposits post the same day they are made?
A. Yes, all deposits are effective immediately unless the teller informs you that there will be a hold placed on the check. See our Funds Availability Disclosure Statement (.pdf) for complete details.

Q. What is your routing number?
A. Our routing number is 324079555.

Account Transfers

Q. Will money automatically transfer from my Savings, Visa, and Swift Cash if I over draft my account?
A. Yes, all you have to do is call 1-800-748-4302 or visit the branch nearest you to get this service activated.

Q. Why can't I do more than six automatic transfers a month?
A. Regulation D is a federal regulation limiting the number of transfers from a "Savings" (non-transaction) share account. A "Savings" share account includes:

• primary savings
• money market
• secondary savings
• Financial Fitness^SM

The federally mandated limit is six (6) automatic, preauthorized, and/or telephone transfers per month. A transfer using anyone of the following methods will count against the six (6) transfer limit:

• Touch-Tone Teller^SM
• CARL^SM
• Online Branch^SM
• Telephone transfer requests called in to the Credit Union service center or branch employee.
• Automatic transfers from a "savings" share account to a checking account to clear items due to insufficient funds.

To be in compliance with Regulation D, transactions will not be processed on the "savings" share account with the above-mentioned methods once the six (6) transfer limit has been reached. However, you may make additional transfers at any Mountain America Credit Union branch.

Q. Is there a way I can transfer between one account number to another?
A. Yes. You need to be a signer on both accounts and will need to speak to a Mountain America representative to get this service activated. Once this is completed you may transfer funds at a branch, with Touch-Tone-Teller, CARL and Online Branch.

Q. What is the difference between my balance and my available balance?
A. All of our members maintain a share in the credit union of $25. This stays in your savings throughout the life of your account. The balance represents the amount in your account including shares, check holds, and loan pledges. The available balance is the actual amount that you may withdraw from your account.

Card Products

Q. A company double billed me for a Visa charge, how do I remove the extra charge?
A. First, you must phone Mountain America at 1-800-748-4302 to report this. You will then need to write a letter to Mountain America Card Products Department disputing the charge. Include the date of the charge, who it was to and the card number. This will give card products enough information to dispute the charges.

Q. My ATM, Debit or Credit card won't work, what is the problem?
A. There are a couple of possibilities. Most likely the strip on the back has been demagnetized and a new card needs to be ordered. Also often times when you receive a new card you need to call and get it activated before use. Another problem is that there may not be enough funds available in the account or a deposit was made recently and the card has not been updated. In any of these cases you will need to contact our call center at 1-800-748-4302.

Q. Where are your Visa Disclosure Statement and Agreement?
A. Visa Disclosure Statement Visa Disclosure Agreement

Overdraft Protection (ODP)

Q. What is Overdraft Privilege?
A. It is a service that allows us to honor check, Automated Clearing House (ACH) and debit card transactions when your account is overdrawn.

Q. Why does Mountain America provide this service?
A. Mountain America firmly believes in giving members a choice. While some financial institutions have decided to not allow anyone to opt in to overdraft coverage for everyday debit card transactions, we recognize that each member is unique and has different financial needs. In fact, many members value this service. We simply want to provide you with options for whatever you decide.

Q. Don’t I already have this service?
A. If you have an eligible account, you may already have Overdraft Privilege on your checking account. To find out if you’re currently enrolled, ask at your nearest branch or call our Service Center at 1-800-748-4302.

Q. Why am I being asked to opt in then?
A. Because of new regulatory requirements, Overdraft Privilege for everyday debit card transactions will only continue until August 15, 2010, unless you opt in. Your check and ACH transactions will not be affected.

Q. Why should I opt in?
A. There are a lot of reasons why you might want to you opt in to Overdraft Privilege for debit cards. Here are a few of them:

• Provides Security—May provide funds when you need money to tide you over or pay unexpected expenses
• Offers Convenience—May provide uninterrupted coverage for debit card purchases when you lack sufficient funds
• Eliminates Embarrassment—Helps avoid the awkwardness of a merchant declining your transaction
• There’s Nothing to Lose—No fee to opt in and no fee if you never use the service

Q. What if I never plan to use Overdraft Privilege?
A. We recommend that you still opt in, because you never know when an emergency will occur. Overdraft Draft Privilege acts as a last line of defense, kicking in only after other overdraft sources have been exhausted. Plus, there is no fee to opt in and no fee if you never use the service. We like to think of it as a type of insurance—one that doesn’t cost anything unless you actually use it. If only all insurance worked this way!

Q. How does Overdraft Privilege work?
A. These are the steps taken when you don't have enough money to cover a transaction:

• First, we will try to move funds from another overdraft protection source such as a line of credit or savings account.
• If this resource is exhausted, we may pay the item and overdraw your account up to the amount of your Overdraft Privilege limit ($750 total, check, ACH and debit card transactions).
• If you overdraw your account there is a $20 fee for each paid item. (If multiple items are presented against your account on the same day, each item will be assessed $20 up to a maximum of 5 transactions per day.) To find out how to avoid overdraft fees, click here.

Q. What happens if I chose not to opt in?
A. After August 15, your everyday debit card transactions may not be authorized if your account lacks sufficient funds.

Q. What if I still have questions?
A. Please contact your nearest branch or call our Service Center at 1-800-748-4302.

Checking

Q. Why is there $6 a month taken out of my checking account?
A. Our Convenience Checking product charges a monthly fee of $6 for unlimited check writing. However, this fee can be waived if you sign up for Direct Deposit with your employer or maintain an average monthly balance of $500 in your Convenience Checking account.

Q. What happens when I bounce a check?
A. When you have non-sufficient funds in your checking account Mountain America charges a $20 service fee.

Q. Will I receive fees from the company to whom I bounced the check?
A. It depends upon the company. Most companies do charge a fee for non sufficient funds, but not all of them.

Q. How much does it cost to stop payment on a check?
A. All "stop payment" fees are $20.00.