FAQs-Main-DP

FREQUENTLY ASKED QUESTIONS

Have a question for us? We compiled the top questions asked by our members. Simply check out our FAQs below to see if there’s a quick answer waiting for you.
Account, Member and Routing Numbers
Which set of numbers on the bottom of my check is my checking account number?

Your checking account number is the last series of numbers at the right, beginning with zeros. Please view our sample check for details.

Is my member number the same as my account number for my Share Savings Account?

Yes, your member number matches your Share Savings Account number. Any other accounts you open with TruWest will have a different number and will not change your member number.

What is the routing number for TruWest Credit Union?

TruWest's routing number is 322173055, and may also be called a transit or ABA number.

Joining TruWest Credit Union
Can I join TruWest?

Of course, you can! TruWest Credit Union is open to the community, and membership eligibility is based upon geographic area or employment. Access our eligibility requirements for details.

Online Banking
How do I sign up for online banking?

Enrolling in online banking is super easy. Visit our Enroll Now page to find out how.

How can I log into online banking?

You can sign into your online banking account from any page on our site. Simply enter your username and password at the top of the screen.

What if I need additional assistance?

For login help and additional technical support, please visit our Online Banking FAQs page.

TruWest Operations
What is TruWest’s mailing address?

Please reference the list below for the department/address you need:

  • Closed-End Loans (Signature and Auto)
    PO Box 78637
    Phoenix, AZ 85062
  • Main Mailing Address and Leases
    PO Box 3489
    Scottsdale, AZ 85271
  • Open-End LOC (PCL and HELOC)
    PO Box 3489
    Scottsdale, AZ 85271
  • Overnight
    1667 North Priest Drive
    Tempe, AZ 85281
  • Texas Payoffs (Auto, Home Equity and Mortgage)
    13609 N IH-35, Building #4
    Austin, TX 78753
  • Visa
    PO Box 31112
    Dallas, TX 75266
  • Title Address
    PO Box 27938 Sacramento, CA 95827-7938

What are your branch hours and directions for the nearest branch?

Please visit our locations page for a list of our branch locations and hours.

What are the hours of the Contact Center?

Feel free to call our Contact Center for member assistance 24/7 at 1 (855) 878-9378 (that’s 855-TRUWEST). Our main office Contact Center is open 7 a.m.-5 p.m. MST (M-F).

TruWest Fees
Where can I find a list of fees?

You can view all consumer fees and all our business fees as well.

What is the monthly fee for a checking account?

We offer four different checking accounts.

  • Choice Checking has no monthly fee unless you choose any of the value-added features
  • OTG Checking has no monthly fee
  • Advantage 55 Checking has no monthly fee
  • Opportunity Checking has a $10 monthly fee

Account Transactions
What is the daily limit for transactions?

The daily limit for both personal and business debit cards is $3,500 per day on PIN-based transactions—also known as point of sale (POS—and $3,500 on signature-based transactions (or debit cards processed as credit). A merchant is allowed to complete a transaction using both PIN and signature-based transactions totaling up to $7,000, but not to exceed $3,500 individually. A $500 limit is placed on withdrawals from an ATM daily.

Can I transfer funds to or from another financial institution or brokerage account?

Yes, you can! Funds transfer allows you to conveniently transfer money online between accounts at more than 23,000 banks, credit unions and 85% of brokerage houses. To set up your funds transfers in online banking, sign in and click Funds Transfers.

Wire Transfers
What information do I need to receive a wire transfer into my TruWest account?

The following information is needed to have funds wired to your TruWest account:

  • The routing/ABA/Swift number: 322173055
  • Your account number: membership number for savings or account number for checking
  • TruWest's address: PO Box 3489 Scottsdale, AZ 85271
  • TruWest's phone number: 1 (855) 878-9378 (that's 855-TRUWEST)

How do I wire money from my TruWest account?

  • To setup an outgoing wire transfer, call during normal business hours-8:30 a.m.-5 p.m. MST (M-F)-to speak with our Accounting Department or stop by a TruWest branch
  • The fee for a domestic wire is $20 (takes 12-24 hours to be received) and $40 for an international wire (takes 24-48 hours to be received)

What is the fee for a wire transfer?

  • The fee for a domestic wire transfer, within the U.S., is $20
  • The fee for an international wire transfer is $40

Ordering Checks
Can I order or reorder my checks online?

You can reorder your checks through Harland Clarke. Please note, you will need the account number located at the bottom of your check when placing your order.

Mobile Deposit and eDeposit
What is mobile deposit or eDeposit?

Mobile deposit and eDeposit are remote services that allow you to deposit checks directly into your account from your smartphone, home or office.

  • To make a mobile deposit, download our mobile app and sign in to online banking
  • To make an eDeposit, use the Internet and a scanner for both business and personal checks you wish to deposit (it's just a few simple steps)
  • There is a daily deposit limit of $5,000 and a monthly limit of $30,000 for mobile deposit and eDeposit
  • Check holds may apply with mobile deposit and eDeposit
Mobile deposit and eDeposit are cost effective alternatives to mailing a deposit, traveling to a branch, utilizing a Shared Branching office or visiting an ATM.

Tax Information
Why did I get a tax form in the mail?

If you opted to receive eStatements in lieu of paper statements, you may be surprised to see a tax form arrive at your door. While you should receive most of your tax forms electronically, exceptions include IRA tax forms, which are mailed directly from our IRA custodian, and some first mortgage statements.

  • Dividends Paid: If you earned $10 or more in dividends from a non-IRA you will receive a 1099INT, which is mailed by the end of January.
  • Interest Paid: If you paid interest on a first mortgage or on a home equity/second mortgage, you will receive a 1098 in February. We do not send tax statements for any other loans.
  • IRAs: If you made any distributions, you will receive a 1099R or 1099Q (Coverdell Education IRA) in February. Likewise, if you made a contribution to an IRA, you will receive a 5498E in late May or early June. This form is mailed later because you have until April 15 of the current year to make a contribution for the previous tax year.

All Other Questions
What if my question wasn’t answered?

Please call TruWest 24/7 toll-free at 1 (855) 878-9378 (that's 855-TRUWEST), or contact us online. We look forward to serving you.

Loan Payments
How do I make a payment using a non TruWest Account?

  • The easiest way to make a loan payment is to transfer funds into your TruWest account. Simply login to online banking and select "External Transfers" under Additional Services. You can also transfer money to your TruWest account from your other financial institution's site.
  • If you would like to make a payment using your non TruWest debit card or checking account, login to online banking and click on "Need to pay your loan?" under Helpful Links on the main screen. From there you will be directed to a secure payment site where you can set up one-time or recurring payments.
  • You can also call 1 (855) 878-9378 (that's 855-TRUWEST) to make a payment over the phone.


How do I rush a loan payment?

  • If you are late on a payment or want to avoid late fees, log in to your online account at truwest.org and click on "Need to pay your loan?" under Helpful Links on the main screen. From there you will be directed to a secure payment site where you can set up a one-time loan payment.
  • You can also call 1 (855) 878-9378 (that's 855-TRUWEST) to make a payment over the phone.


Can I use my TruWest debit card to make a payment to my TruWest loan?

  • If you would like to make a payment on your TruWest VISA credit card, auto loan or personal loan using your TruWest account, simply login to online banking, click "Make a Transfer" under the Move Money tab; under "From" select the account you would like to make the payment from; under "To" select your credit card account; enter the amount; and click "Transfer Funds." If your bill is currently due you can also click "Pay" under loans on the main screen.
  • If you would like to make a payment on your mortgage, simply click the Mortgage Loan link and you will be taken to the MLS site for payment processing. Then click the "Make Payment" link in the blue bar to set up your ACH draft information. Debit and credit card payments are not an option.


Are there any fee’s for making payments online or over the phone?

Please reference our Rate and Fee Schedule for any applicable fees.

Skip Pay
What is the Skip Pay program?

The Skip Pay program gives you a chance to skip one monthly payment per rolling calendar year on eligible loans. 

 

Which loans are eligible for Skip Pay?

Auto, marine, RV, personal watercraft, and signature loans in good standing may be eligible. 

 

Is there a fee?

There is a $35 processing fee which must be available in your TruWest checking or savings account before the Skip Pay can be processed. 

 

How often can I skip a payment?

We allow you to skip one monthly payment per rolling calendar year. 

 

Update Your PIN
How do I update my PIN?

Changing the PIN on your TruWest ATM MasterCard® debit or business debit card is easy. Simply call (866) 985-2273
and follow these simple steps*:

  1. Enter your ATM card number
  2. Enter the last 4 of your SSN
  3. Enter the 3-digit security code on the back of your card
  4. Enter the expiration date in MM/YY format
  5. Enter and re-enter your new PIN

*For verification purposes, you must call from the phone on record. 

EMV Chip Cards
When is TruWest switching to EMV chip card technology?

TruWest is replacing all credit and debit cards with "EMV" chip card technology in the fall of 2015. Additionally, all TruWest debit cards will switch from MasterCard to Visa.

What is chip card technology?

Chip card technology, also known as EMV (Europay, MasterCard®, Visa®) is a more secure form of payment. This technology significantly reduces fraud from counterfeit and stolen cards, thus creating a safer form of payment. Click here to view a video.  

 

Will I have to update my automatic payments?

Yes, you will need to update all automatic payments you have linked to your TruWest credit or debit card(s). 

 

Will I need to update my debit card PIN?

Yes, since your TruWest debit card is switching from MasterCard to Visa, you will need to update your PIN. Simply call 1-866-985-2273 and follow the prompts.

 

Why are chip cards more secure?

The small square chip on the front of the chip card is at the heart of the card's fraud prevention.  The chip creates a unique transaction code, or token, each time the card is used at a payment terminal. Instead of obtaining the actual card number during the transaction, retailers will receive a temporary token. The information within this token will not remain on the card or in the retailer's database, so hackers who break into a network will only find useless numbers. On top of that, chip cards are almost impossible to duplicate, decreasing counterfeit cards.

 

How do I make a purchase with my chip card(s)?

If the merchant is chip card capable, you will insert or "dip" the chip side of the card into the card reader. The card will remain in the reader and when the transaction is complete, you will retrieve it. If a merchant is not yet chip card capable, your transaction will be processed with a swipe using the magnetic strip on back, just like usual. Click here to view an infographic.  

 

What will happen if I swipe my card(s) at a payment terminal that has a chip card reader?

The transaction will be declined and the payment terminal or merchant will alert you to insert or dip the card into the chip card slot. Conversely, if you insert the card into a chip card reader that is not active, it will alert you to swipe the card.