Official Credit Union of UMass Athletics

Official Credit Union of UMass Athletics

Frequently Asked Questions

Checking and Savings

Co-op Rewards

Fees

Loans

Member Services

Misc.

Online and Remote Services

Shared Branching

Checking and Savings

What do I need to open an additional savings or checking account?

To open an additional savings or checking account, you need* a valid government issued photo ID (driver’s license, passport, green card).

*Additional forms of identification may be required, depending on the savings or checking account you wish to open. Please contact a friendly UMassFive representative for additional assistance.

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What transactions qualify for my twelve debit card purchases for Co-op Advantage Checking?

Only purchases made with your debit card in stores or online which post to your account by the end of the calendar month will qualify for Co-op Advantage Checking rewards. This excludes ATM withdrawals.

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How long does it take to receive my debit card?

Most members receive their new card within 10 business days, but please allow 2 - 3 weeks for delivery.

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When I have reached my limit of six transactions in one month, how can I transfer funds from my savings to checking?

You have the option to either come into a branch or use an ATM to make this transfer.

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What is courtesy pay and how does it work?

Courtesy Pay is often granted to members with checking accounts in good standing after 60 days of activity. Courtesy Pay allows the checking account to be drawn negative up to a specific limit. A fee is assessed for each Courtesy Pay transaction.

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I bought an item online (or through a catalog) with my debit card and never received the merchandise. What can I do?

We are able to help you file a VISA dispute if you have not received what you paid for. Contact a UMassFive representative for assistance.

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Why does every member have an 01 primary savings account?

Every member of UMassFive is required to have at least $5 on deposit in a primary share account, constituting their ownership share of the Credit Union. This ownership entitles the member to vote for the Board of Directors.

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How do I activate my debit card?

You can activate your debit card once received by mail by calling the number that comes with the card. You will also set up your personal identification number (PIN) when you call.

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What can I do if I forgot my PIN for my debit card?

Visit one of our branches or call 800.757.9848 to select a new PIN.

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How can I report fraud on my debit card?

Dial 800.472.3272 anytime and listen to the menu of options. For international calls, call collect 614.564.5101.

If your card is stolen, be sure to also notify your local police.

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Where can I use my debit card outside the U.S. when travelling?

Your UMassFive Debit Card can be used anywhere VISA is accepted, aside from any countries we may have blocked. For international travel, please alert us of your travel plans before you leave. We have fraud detections that notice unusual activity. If we do not know in advance that you and your card are traveling, we may restrict access of use until we can confirm your transactions.

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Do you have ''offline limits'' for my debit card if your system goes down?

Yes, members are able to withdraw up to $55 at an ATM and $150 for Point-of-Sale (POS) transactions using our debit card in the event our system is offline.

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Does NCUA function like the FDIC?

Yes. Your share insurance through NCUA/NCUSIF is similar to the deposit insurance protection offered by the FDIC.

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What is an "Inactive Account"?

An inactive account is defined as:

A member of age 18 or older with a combined deposit account balance less than $500.00 and;
Has had no transactions in the last 12 month, and;
Does not have any of the following: private student loan, Individual Retirement Account (IRA) share savings, or IRA share certificate accounts, or share certificate.

A fee is assessed for each month of inactivity.

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Why is my balance different from my available balance?

There are a few reasons why these balances may be different. For example, you may have made a check deposit, in which some of the funds were on hold. Or, you may have a debit card purchase pending. For help reviewing your account history, contact a UMassFive representative.

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What is an "06" account?

An 06 account is a savings account from which automatic loan payments can be transferred. Funds in the 06 account may not be withdrawn without loan officer approval.

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When does an account go dormant, and what can I do to remove the dormant status?

When an account has no activity for 12 consecutive months, the status of the account will be ‘dormant.' Making a deposit, withdrawal, or transfer will change the account status to ‘active.'

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I lost my debit card. What do I do?

Call or visit UMassFive right away. We'll shut off your lost debit card and order a new one. We'll also help you review your recent transactions to check if any fraudulent activity has occurred on your account. Please note that if you find your lost debit card after it's been shut off, we cannot turn it back on.

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Is there a minimum balance for Co-op Advantage Checking?

No.

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How can I see if a check has cleared?

If you are looking for a check that may have cleared recently (including from a Mobile Deposit), you can log into EZbank online banking and review your transaction history. Any check numbers which appear in blue can be clicked on to view an image of the check. If you need to go back further in your account history than EZbank will allow, you can view your eStatements (located in EZBank) to view the last 13 months of statements and check copies. For more help, contact a UMassFive representative.

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Can I increase the limit on my debit card to make larger purchases?

A temporary increase can be authorized, typically for no longer than 24 hours.

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What is the minimum to open a Term Share Certificate of Deposit?

$500.00

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Do some merchants hold additional funds when using your debit card?

Yes. When you make a purchase using your debit card, the merchant may place a hold on your account for an estimated purchase amount. At gas stations in particular, these hold amounts can range up to $75 and higher, even if you only put $10 of gas in your car. Merchant hold periods can range up to a few days, even after the transaction clears your account. UMassFive does not have control over these holds. Remember that when funds are on hold, they are not reflected in your available balance. Attempting to then use your debit card for more than your available balance may result in insufficient funds or courtesy pay fees. Always read the hold policies at gas pumps and other merchants carefully.

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What is the daily limit for withdrawals and purchases on debit cards?

$500 for an ATM cash withdrawal and $2,000 for point-of-sale purchases.

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If I have the Co-op Advantage Checking and have two debit cards, must I complete 12 purchases for each card?

No. Twelve debit card purchases must be made per checking account, not per debit card

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How long do I have to change my Term Share Certificate of Deposit after maturity?

You have 10 days to withdraw or change the terms of your Term Share Certificate after maturity. If you want it to renew under the same terms, you do not have to do anything.

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When do you disburse the funds from the Holiday Club account?

On September 30th the available balance in your Holiday Club account will be transferred into your checking account. If you do not have a checking account, the funds will be transferred into your primary savings account.

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What do I need to open a new savings or checking account?

To open an additional savings or checking account, you need* a valid government issued photo ID (driver’s license, passport, green card).

*Additional forms of identification may be required, depending on the savings or checking account you wish to open. Please contact a friendly UMassFive representative for additional assistance.

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Are my deposits at UMassFive insured by the FDIC?

Under the National Credit Union Administration (NCUA) rules for insurance coverage, each individual's deposits at UMassFive are federally insured up to $250,000 by the National Credit Union Share Insurance Fund (NCUSIF), which is backed by the full faith and credit of the United States Government. There may also be ways to structure your accounts to receive more than $250,000 of coverage. Contact a UMassFive representative for more information

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Are ATM deposits held?

Yes, all deposits made at an ATM, by cash or check, are held until UMassFive services the ATM the morning of the next business day. Cash deposits will be released at that time. Check deposits will continue to be held in accordance with our funds availability policy. Most checks will be held for two business days from the date of deposit. For more information speak to any UMassFive representative.

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How do I order checks?

You can order checks by logging into EZbank Online Banking, selecting your checking account, and to the right hand side of the screen there will be a hyperlink that states ‘more options’ – from this drop down you may select ‘order checks’. If you do not have EZbank Online Banking, simply contact a friendly UMassFive representative who will happily assist you!

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What qualifies as a point-of-sale transaction for Co-op Advantage Checking rewards?

Using your debit card at a store or online to make a purchase is considered a point-of-sale transaction. ATM withdrawals do not qualify as point-of-sale transactions

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I thought I did 12 transactions with my debit card this month, but I did not get the high interest on my Co-op Advantage Checking Account. Why?

Your 12 debit card purchases must post to your account by the end of the calendar month, regardless of when you swiped your card. For tips on how to meet these qualifications each month, check out our Co-op Advantage LARGE Print.

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How can I remove a joint owner on my account?

There are two options for removing a joint owner from an account. A joint owner can sign a Remove Joint Owner form in the presence of a notary public. Or, a primary owner may close a joint membership without the joint owner's permission, and establish any new accounts as they wish.

Note that a primary owner may not be removed from an account.

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Why is my debit card being rejected when I try to withdraw money at the ATM?

Reasons may vary, but here are some of the most common:

  • You may have exceeded the $500 daily limit for ATM withdrawals. 
  • The ATM in the country you are trying to withdraw money from has been blocked by UMassFive due to fraud concerns.
  • You put in the wrong personal identification number (PIN).
  • Your loan payment is late.

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What are the requirements for Co-op Advantage Checking?

To qualify for the high interest rate on this account, each month you must make 12 debit card purchases, have one direct deposit or ACH auto debit/credit, and sign up for eStatements. If you meet these three qualifications by the end of the calendar month, you will receive the higher interest. If not you will receive our default rate. You will receive an email at the beginning of each month informing you of whether you qualified for the higher interest, or which qualifications you missed. For tips on how to meet the qualifications each month, check out our Co-op Advantage LARGE Print.

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Why is my debit card being rejected when I try to make a purchase?

You may have exceeded the $1,000 daily limit for point-of-sale purchases. Contact us if you need to request a temporary increase.

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What is my liability if someone steals my debit card?

You "can lose no more than $50 if you fail to give us notice of your lost or stolen card and/or code and your card and/or code is used without your permission." There is also an additional limit on liability for a VISA Check Card which is "Unless you have been grossly negligent or have engaged in fraud you will not be liable for any unauthorized transactions using your lost or stolen Visa Check Card. This additional limit on liability does not apply to ATM transactions or to transactions using your Personal Identification Number which are not processed by VISA."

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How can I tell how many debit card purchases I have made this month?

Perhaps the easiest way is to utilize our free EZbank Online Banking or Mobile Banking to keep track of how many purchases you have made. You can also contact the Credit Union and we would be happy to provide you with the total. Keep in mind that for the purposes of meeting the Co-op Advantage Checking rewards qualifications, the debit card purchases must post to your account by the end of the month, regardless of when you swiped your card.

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Co-op Rewards

What does it cost to use Buzz Points?

Buzz Points is a free feature of your UMassFive checking accounts. Local businesses that want to participate as Buzz Points Merchants can choose from three tiers of service, each carrying its own unique benefits and costs.

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How do I earn Buzz Points?

You earn points every time you use your UMassFive debit card for a transaction, but you earn more points for shopping with local merchants.

  • You earn ¼ of a point for every dollar you spend at a “National” merchant
  • You earn 1 point for every dollar spent at a “Local” merchant
  • You earn 2+ points for every dollar spent with a “Recommended Local” merchant

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How do I change my email address or edit my account details in Buzz Points?

To edit your account details in Buzz Points, log in to your account, then click the 'Edit Account' button at the top right hand of the screen. Here you can change your email address, home address, or any other personal details.

If you change your email, the system will send you an email to your new email address with a link you have to click to finalize the change. You will also get a notification email to your old email address telling you that a change was made to your email address used to log into Buzz Points.

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Can I reset my Buzz Points password on the mobile app?

Not at this time.

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What is Buzz Points?

Buzz Points is a free community focused debit card reward and loyalty program that encourages members to shop locally. Learn more here.

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What do I do if I lose my Buzz Points password?

On BuzzPoints.com, you can click on the “Forgot Password” link. Then type in your email to receive a password reset email. You can only do this on a computer right now, not on your mobile device.

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I just opened a UMassFive checking account and got my debit card. Can I start earning Buzz Points immediately?

It may take as long as 2-3 business day before your information is transferred to Buzz Points and you can start earning points.

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Where do I go to register/enroll for Buzz Points?

To enroll, you’ll need your member number and the last four digits of your social security number ready.

Go to: https://buzzpoints.com/umassfive/login.html#signup

You can enroll from your mobile phone, but not from the Buzz Points mobile application (available for iPhone and Android). For the best experience, enroll from a computer.

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Why is my Buzz Points app not updating points immediately?

The app refreshes points when you move to a different tab within the app, or in most cases when you close the app (not just minimize on your phone). It will also log you out when you close the app. It will not log you out when you minimize the app, or have it running in the background. Sometimes there is a delay between when you redeem online and when that change is reflected in the mobile app. Also keep in mind that your Buzz Points do not show up instantaneously. Your Buzz Points will be updated within 2-3 days after the transaction posts and settles on the account.

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Can I register/enroll for Buzz Points from their mobile app?

You can enroll from your mobile phone, but not from the Buzz Points mobile application (available for iPhone and Android). For the best experience, enroll from a computer.

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What type of support does Buzz Points offer to our members?

Buzz Points provides support during the week from 8:00 AM – 5:00 PM EST Monday through Friday. Contact Buzz Points Support:

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How does Buzz Points get my transaction details? I don’t know if I like them having access to such private information.

UMassFive only shares transactional data, names, and email with Buzz Points (no other personal information or SSN#) and we do so in a completely secure process.

 Please note: while everyone with a qualifying checking account is eligible for Buzz Points, members must opt in to the program, which is completely voluntary!

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How does Buzz Points benefit local businesses?

When local businesses sign up as Buzz Points Merchants, they gain access to a cost-effective, multi-channel, turn-key marketing program.

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How does Buzz Points benefit members?

For starters it is completely free for members. And you don’t have to do anything different other than signing up. Once you sign up, Buzz Points rewards you for everyday spending when you use their debit card. It also rewards you  more for shopping locally. Learn more here.

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What are Co-op Points?

Co-op Points are awarded to each member for doing business with us. That includes opening products and services, paying interest on loans, receiving interest on deposits, and using their debit cards. Other activities like referring new members to the Credit Union or attending workshops and seminars earn Points as well.

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Who can use Buzz Points?

Every UMassFive member with a checking account and debit card.

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How can I tell how many Co-op Points I have?

You can always see how many Co-op Points you have earned by checking your monthly electronic or paper statement. You can also contact the Credit Union and we would be happy to provide you with the total.

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What’s the difference between recommended local and local for Buzz Points?

A local merchant is exactly as it sounds - a business that’s been identified as operating locally within the community. When you make purchases at local merchants you will earn 1 point for every dollar.

A “Recommended Local” merchant is a business that enrolls in the Buzz Points program to receive additional marketing benefits. When you shop at a “Recommended Local” merchant you can earn bonus points for every dollar spent.

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How do I check my Buzz Points balance?

 Log into your Buzz Points account on the Buzz Points website. Your user name and password will be the ones you established at enrollment.

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How can I get my favorite local merchant to become a “Recommended Local” merchant for Buzz Points?

First of all, if you are earning a ¼ of a point for transactions at one of your favorite Local merchants, you should mark the merchant as “Local” in your Activity Feed to be sure you earn 1 point per dollar spent. If you’d like a merchant to join Buzz Points as a “Recommended Local” merchant, tell them about it. Then you can tell us about them by suggesting the merchant to us here: https://buzzpoints.com/info/suggestmerchant/

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What happens when I travel? Will the Buzz Point values still be the same when I shop at Local merchants in other cities?

Yes. Regardless of the location you are in, if Buzz Points has labeled a business as a “local merchant” or “recommended local merchant”, you will receive the appropriate amount of points for your purchase.

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How do I use my Co-op Points?

Co-op Points may be redeemed to raise the rate on a term share certificate, lower the rate on most consumer loans, or waive a number of fees.

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My favorite merchant is a local business, however, Buzz Points has it listed as national. Can I change that?

If you feel a company should be labeled as “local” and not “national” log into your Buzz Points account and select the “Activities” tab located at the top of the screen. Find the transaction you have concerns about and click on the plus sign to expand the information. You will then see a button labeled “Mark as local”, select it. This request will be sent to the Buzz Points team and they will review the request.

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How do I get more Co-op Points?

Co-op Points are earned for every dollar of interest you earn on your accounts and every dollar of interest you pay towards most consumer loans. You also earn points for every $10 you spend using your debit card for purchases, by signing up for products and services offered by the Credit Union and for every year you are a member.

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Will my Buzz Points ever expire?

Buzz Points expire after 3 years of inactivity on the account. You do not have to log into Buzz Points or redeem Buzz Points to prevent them from expiring. As long as you use your card to make a purchase, that will keep your Buzz Points account active.

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What are Buzz Points eRewards?

Buzz Points eRewards are electronic gift certificates to Local merchants that are delivered via email or your mobile app, rather than as a physical gift card in the mail. Once redeemed they are available for use immediately.

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The Buzz Points system isn’t allowing me to redeem my points.

Be sure that you verified your email address by clicking on the link in the email you got when you registered. If you have not verified your email address, you cannot redeem from your computer or mobile app. To resend the verification email, log in to Buzz Points on your computer, go to “Rewards”, hover your mouse over any reward, and it will prompt you to “Verify your Email address”. Click to resend the verification email, then click on the link in your email.

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How do I redeem my Buzz Points?

Once you have earned enough points to redeem a gift card you can do so by logging in to your Buzz Points profile, clicking on the "Rewards" tab of your home screen, selecting a gift card you would like to receive and clicking the icon. Follow the onscreen instructions and agree to the terms and conditions listed. You will then be able to redeem a gift card.

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Is there a cap for how many Buzz Points I earn for each purchase?

 Buzz Points has instituted a cap on points of $1,000 on a single transaction with non-Recommended Local Merchants (National and Local merchants).

For example, if someone makes a single, $10,000 transaction on their debit card with a Local Merchant, their Buzz Points award will be capped at 1000 ($1000*1 points per dollar).

If someone makes a single, $10,000 transaction on their debit card with a National Merchant, their Buzz Points award will be capped at 250 ($1000*.25 points per dollar).

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What happens to my Buzz Points with returns? Keep my points?

Your point value will be automatically adjusted to reflect the return.

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Can Co-op Points be transferred to another member?

Yes, any UMassFive representative would be happy to help you share your Co-op Points with another member.

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Can I earn Buzz Points for paying bills?

You can earn Buzz Points with Bill Pay if you use the number on your debit card to make the payment. If you use the account number, it is an ACH transaction, and you will not earn Buzz Points.

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Can I earn Buzz Points for other transactions? ACH, Check, Overdraft?

No. To receive Buzz Points you must make a debit card signature or pinned purchase. Other things like ACH transactions, Checks, overdrafts, or ATM withdrawals do not count.

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My significant other and I share multiple checking accounts together. How are Buzz Points broken up in that scenario?

Buzz Points can be combined together for any checking accounts that have a common primary account holder. If you two share checking accounts that have different primary account holders, then the points would be put into your own separate Buzz Points account. Also keep in mind that each Buzz Points account must be associated with a unique email address.

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Who do I contact if I have any issues registering for Buzz Points?

Contact Buzz Points Support:

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What if my significant other and I share a checking account but we each have our own debit cards? Can we combine our Buzz Points together?

Absolutely! Buzz Points are awarded at the Account level, so any debit cards associated with that account will earn points on that Buzz Points account. However the person listed as “primary” will be the one who has the Buzz Points account.

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Can Co-op Points be turned in for cash?

No. Co-op Points is a reward system that we provide each member as a way of thanking them for doing business with us. You can use them to lower loan rate, raise term share certificate rates, and waive several fees.

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What if I have multiple checking accounts? How are Buzz Points accumulated?

When a single person has multiple checking accounts (and a debit card for each account), all their points can be combined into their Buzz Points account, as long as they are the primary account holder on each account.

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I just made a purchase. When will I see my points in my Buzz Points account?

Points will show up within 2-3 business days, but often faster. Therefore if a purchase is made on a Friday, you will likely not see the points in your account until Monday. Purchases made on a weekend or a Monday holiday most likely would not be seen until Tuesday.

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What are Buzz Poitns eLoyalty cards?

eLoyalty cards are a digital version of a punch card. Gone are the days of paper punch/stamp cards and overflowing wallets. Once you “Activate” the eLoyalty card on the merchant’ page, Buzz Points will track your transactions for eLoyalty card. You must “Activate” the eLoyalty card to be eligible, and some merchants have minimum transaction amounts to qualify. You can find this information on the merchant page on the Buzz Points website.

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Fees

Is there a fee when I use my debit card at one of your ATMs?

There is no fee when you use your UMassFive debit card at any UMassFive ATM or any ATM with the SUM network logo. If you have a Co-op Advantage Checking account and you meet all qualifications each month, we will also waive up to $25 per month of fees charged for using ATMs owned by other banks.

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Do I have to pay a penalty for early withdrawals on Share Certificates?

Yes. If the certificate has a term of one year or less, the penalty is 3 months of interest. If the certificate has a term of more than a year, the penalty is 6 months of interest.

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Are there fees for using Courtesy Pay?

Yes, please see our current fee schedule.

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What is the fee to send a wire?

Please see our current fee schedule.

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Are there any fees to use my debit or credit card internationally?

Yes, there are different fees for international transactions that involve foreign currency, and international transactions conducted in US dollars.

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Loans

How do I apply for a Mass Solar Loan?

To apply for a Mass Solar Loan, click the link here. You will need a valid email address to do so. Please contact a UMassFive representative today if you need help with this information.

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How do I apply for an Equity Loan?

To apply for a Fixed Equity or a Home Equity Line of Credit, click the link here. You will need a valid email address to do so. Please contact a UMassFive representative today if you need help with this information.

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How do I apply for a Farm Share Loan?

To apply for a Farm Share loan, click the link here. You will need a valid email address to do so. Please contact a UMassFive representative today if you need help with this information.

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How can I close my credit card?

Please put your request to close your VISA credit card in writing, sign it, and send it to UMassFive or drop it off at any branch. We suggest that you cut up the card to prevent future purchases. You will be responsible for all unpaid balances on the account.

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How can I report fraud on my VISA credit card?

Dial 413.256.5500 and select option 6. If out of the country, for international calls, call collect 727-299-2449.

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Can I schedule an appointment with a mortgage consultant on weekends or after business hours?

Yes - you can speak directly with any mortgage consultant to schedule a appointment at a convenient time. You may also book an appointment online here.

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How do I apply for an Auto Loan?

To apply for an Auto Loan, click the link here. You will need a valid email address to do so. Please contact a UMassFive representative today if you need help with this information.

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Does UMassFive refinance auto loans?

Yes, we will refinance auto loans from other lenders.

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Can I pay my VISA credit card bill at a branch?

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Why, sometimes, when I make a loan payment does more of that payment go to interest than it did the previous month and my balance is lower?

Because interest is added to your loan daily, the interest charged when you make your payment is calculated based on the number of days since your previous payment. For example, if you make your first loan payment 30 days after your loan was opened, 30 days of interest will be deducted from your payment. If you then make your second payment 40 days later, 40 days of interest will be deducted. Though your interest payment will typically reduce over time as your principal balance decreases, more days of interest in between payments may increase the interest portion of your payment from one month to the next.

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How do I apply for a Personal Loan?

To apply for a personal loan, click the link here. You will need a valid email address to do so. Please contact a UMassFive representative today if you need help with this information.

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Can I make principal only payments?

Yes, principal-only payments are permitted on all loans and mortgages.

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Can I make a mortgage payment at the branch, even though Midwest is processing my mortgage?

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How do I apply for a HEAT Loan?

To apply for a HEAT loan, click the link here. You will need a valid email address to do so. Please contact a UMassFive representative today if you need help with this information.

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How do I apply for a special Five College Computer & Technology Loan?

To apply for a special Five College Computer & Technology loan , click the link here. You will need a valid email address to do so.

Please note this loan is available exclusively as a benefit for Five College employees and students. Please contact a UMassFive representative today for additional assistance.

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Can I get a rate reduction if I have automatic payments?

No, however there are other ways to earn a rate reduction. Any member may buy-down most consumer loan rates if they have enough available Co-op Points. 2,500 Co-op Points are needed to decrease the rate by .25%, and 5,000 are needed to reduce the rate by .50%.

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How do I apply for a Mortgage?

Click here to apply for an Mortgage Online.

You can also set up an appointment with one of our Member Advantage Mortgage consultants here.

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What do I need to apply for a loan?

To apply for a loan, you must* have an active membership or be eligible for membership, and provide proof of income.

*Additional forms of identification may be required, depending on the type of loan you wish to apply for. Please contact a friendly UMassFive representative for additional assistance.

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Will the rate on my VISA credit card change based on my credit score?

Once a year you may request a credit review. If your credit score decreases, we will not move you into a less beneficial interest rate tier than you have currently. But if your credit score improves, we will move you into a more beneficial interest rate tier.

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When I pay my mortgage, why do I not see my balance on my mortgage receipt?

Our mortgages are serviced by a third party, MidWest Mortgage Servicing. When you make a payment at UMassFive, we send the funds to MidWest, which delays the calculation of your new balance. Rest assured that your payment is effective dated with MidWest to the day you made your payment at UMassFive. You can enroll in MidWest's online service site to view your current balance at any time.

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How do I apply for an Energy & Fuel Conservation Loan?

To apply for an Energy & Fuel Conservation loan, click the link here. You will need a valid email address to do so. Please contact a UMassFive representative today if you need help with this information.

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How do I apply for a Student Loan?

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What is the mailing address for UMassFive VISA credit card payments?

PO Box 37603
Philadelphia, PA 19101

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I am trying to apply for the Farm Share loan online, and it does not give me that option to choose. How can I choose this option?

When you are in the loan application screen, choose Personal Loan under the section "Type of Loan", and then in the "Purpose" drop down menu, you will be able to select Farm Share Loan.

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Can I pay more than my scheduled loan payment?

Yes, you can always pay more than your scheduled payment without a penalty.

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What kind of paperwork do I need to bring to refinance my car?

Please bring your most recent auto loan statement, vehicle registration, and the name and phone number for your auto insurance company.

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How do I apply for a Credit Card?

To apply for a VISA credit card, click the link here. You will need a valid email address to do so. Please contact a UMassFive representative today if you need help with this information.

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Does the Energy & Fuel Conservation loan cover installation of a wood/pellet stove?

Yes, our Energy & Fuel Conservation loan is available for a variety of home improvements, including the purchase and installation of a wood/pellet stove.

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Does a co-signer on a loan have to be a member?

No.

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Do you have a minimum on a home equity line advance?

Yes, the minimum is $500.

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What is the requirement for auto insurance to get an Auto Loan?

Both comprehensive and collision coverages are required, with a maximum deductible of $1000. Loan amounts under $2,000 do not require this coverage.

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Are my VISA payments posted right away to my account?

Not exactly. While your payment will be posted to your account effective the day you made the payment, it does take up to 48 hours for your balance and available credit limit to reflect your payment.

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Do I need to make an appointment to speak with a loan officer?

No. You can simply come to a branch office to be seated with the next available loan officer. You may request an appointment with a specific loan officer (excluding Saturdays), however, our branches operate on a "first come, first serve" basis.

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Are there pre-payment penalties?

No, UMassFive does not have pre-payment penalties on any loans or mortgages.

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Do you accept loan payments by phone?

Yes. Transfers from UMassFive accounts are available by phone free of charge. If the payment is coming from another financial institution, it can be made from a checking or savings account. A fee is assessed for these payments.

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How do I apply for a loan?

To apply for a loan, click the link here.

For first time applicants: in the center column you will need to enter a valid email address and create a password in order to begin the online application process.

For returning applicants: in the right column you will need to enter your email address to login to our online application website to complete your application , check your application status, or create a new application.

Please contact a UMassFive representative today if you need help with this information

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Member Services

What is an EMV chip card?

 EMV, an acronym for Europay, MasterCard, and Visa, is an interchangeable term with Chip and PIN, which has been covered by the media extensively. This refers to a chip that will be embedded in debit and credit cards that will offer more protection against fraud. Financial institutions are currently or will be reissuing cards with this feature, and merchants are working towards supporting this.

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Do you offer insurance?

There are many types of insurance available at UMassFive:

1) Annually, all members between the ages of 18 through 69 are offered $1,000 of Accidental Death and Dismemberment protection at no cost through CUNA Mutual. Additional coverage may also be purchased.

2) Most consumer loan borrowers are eligible to purchase life and disability coverage for their loan payments at the time of application.

3) UMassFive offers GAP coverage for auto loans, which protects the borrower if their vehicle is deemed a total loss by their auto insurance company (totaled or stolen). GAP insurance pays the difference between the auto loan balance and the insurance settlement, plus an additional $1,000 towards the purchase of your next vehicle if financed through UMassFive within the next 90 days.

4) Extended warranties are available for purchase through UMassFive for any vehicle, regardless of whether there is an auto loan outstanding.

For information about life and long-term care insurance, visit our Retirement Planning & Investments page.

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Do you have any materials (membership apps, etc.) in Spanish?

Not at this time.

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What are my overdraft protection options?

There are three types of overdraft protection, which may be combined:

1) Courtesy Pay is often granted to members with checking accounts in good standing after 60 days of activity. Courtesy Pay allows the checking account to be drawn negative up to a specific limit. A fee is assessed for each Courtesy Pay transaction.

2) Overdraft from the savings account is available when there are enough funds available to cover the transaction. These transfers out of the savings account, combined with transfers made using EZbank or our Contact Center, may not exceed 6 occurrences per calendar month. A fee is assessed for each overdraft savings transfer.

3) Overdraft Line of Credit loans are available for qualified applicants. A specific limit will be set at the time of application. There is no fee assessed for overdraft line of credit usage, however, an interest rate is applied to the balance and monthly payments are required.

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What is the deadline for same day wire transfers?

Domestic Wire Transfers for less than $10,000 must be received during business hours before 3:30 p.m. Eastern Standard Time to be processed that day. Domestic Wire Transfers for $10,000 and more must be received during business hours before 2:00 p.m. Eastern Standard Time to be processed that day.

International Wire Transfers must be initiated during business hours, Monday to Friday between 8 a.m. and 2:00 p.m. Eastern Standard Time, to be processed the same day. The maximum amount of money that can be wired internationally in any given day by an individual member is $10,000. Please note that the Credit Union must provide a member requesting an international wire transfer with a pre-payment disclosure at the time of the transfer request. This disclosure will list the amount of money to be transferred, the exchange rate, all fees associated with the transfer, and the amount of money expected to be delivered abroad. UMassFive must also provide a receipt when payment is made so please plan on remaining in the Branch until the wire is completed. The wait time could possibly be up to 30 minutes.

Domestic Wire Transfers are generally completed within two business days; international transfers take longer.

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What account types receive quarterly statements instead of monthly statements?

Only memberships that contain a checking account or loan receive monthly statements. All others receive quarterly statements.

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What is your routing/transit number?

211880271. Please note that if you are requesting this information for the purpose of originating a wire transfer, you will need more information. As our complete wire instructions can change from time to time, please contact our Contact Center or visit a branch for this information.

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How do I alert UMassFive of a change of address?

To alert UMassFive of a change of address, you can do so through EZbank online banking.

You can also stop by a branch or call us locally at 413-256-5500 or toll free at 800-852-5886.

Click to see UMassFive Locations & Hours

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How can I change my address?

Please visit a branch or contact our Contact Center to initiate a change of address. You may also do so in our EZbank online banking.

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How can I stop a check?

Any UMassFive representative can help you complete the necessary forms to place a stop pay on a check you have written.

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How do I place a stop pay on a cashier's check?

A stop pay may only be placed on lost, stolen, or destroyed cashier's checks. Contact any UMassFive representative for assistance in completing an Indemnification Agreement

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Do you offer notary public service?

Yes, each branch offers free notary public service

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Does UMassFive have health insurance that they offer to members rather than employees?

No.

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What is UMassFive's check hold policy?

Any checks which are not eligible for immediate release will typically be held for two business days. Up to $200 will be made available on the first business day after deposit.

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How can I send a wire?

A wire transfer must be initiated in branch. Please visit any branch or phone our Contact Center for more information. You will need the wiring instructions for the financial institution to which you would like to send the funds.

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Does the Credit Union sell travelers' checks?

No, not at this time.

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Do you offer safe deposit boxes?

Yes, at our Hadley branch only.

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Am I eligible to be a member?

UMassFive offers its products and services to the employees of a select group of organizations. Membership is extended to employees and students of the University of Massachusetts system, Amherst College, Hampshire College, Mount Holyoke College, and Smith College, as well as persons who belong to certain other occupational or associational groups with common values. See our membership eligibility page for more information and to join online today.

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What are my investment options other than Term Share Certificates (CDs)?

Co-op Advantage Checking pays a high interest rate if you meet three simple monthly qualifications, or you can come in for a complimentary consultation with one of our financial advisors to explore investment options.

Non-deposit investment products and services are offered through CUSO Financial Services, L.P. ("CFS"), a registered broker-dealer (Member FINRA/SIPC) and SEC Registered Investment Advisor. Products offered through CFS: are not NCUA/NCUSIF or otherwise federally insured, are not guarantees or obligations of the credit union, and may involve investment risk including possible loss of principal. Investment Representatives are registered through CFS. UMassFive College Federal Credit Union has contracted with CFS to make non-deposit investment products and services available to credit union members. 

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What do I need to open a UMassFive membership?

To open a UMassFive membership, you first must be eligible for membership. If eligible, you will need* a valid government issued photo ID (driver’s license, passport, green card) and also, proof of address if the address on your valid government issued photo ID is not your current address.

To open a UMassFive membership for an eligible minor, parents or legal guardians will need* your child's Social Security Card and birth certificate. Once the child is a member, be sure have them join our Super Savers Club!

*Additional forms of identification may be required. Please contact a friendly UMassFive representative for additional assistance.

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What was the October 2015 EMV chip card deadline referring to?

It has been stated through the media that there was an October 2015 deadline relating to EMV chip cards. This solely refers to the liability shift. Prior to this deadline, financial institutions would bear the burden whenever fraud on their credit and debit cards occured. With EMV, the liability shifts, meaning if a merchant does not have the equipment for EMV to more readily safeguard consumer information, then fraud occurs on that EMV card, the merchant will be liable for the fraud amount. This deadline was put in place to incentivize merchants to be proactive and invest in protecting consumer information. EMV cards will still have a magnetic stripe that merchants will be able to utilize if they are not equipped for EMV yet.

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Will I be able to use my EMV chip card when I am traveling outside of the country?

Yes! Many countries have already adopted EMV, and therefore are well-equipped to process transactions involving an EMV card. If they are not, a magnetic stripe will still be located on the back of your card in order to accommodate consumers. An EMV card is recommended for traveling, and we will be reissuing cards sooner than your expiration date to members who travel on a regular basis. Please remember that VISA Credit Cards are currently available and VISA Debit Cards will be available later in 2016.

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Will my card number change when I recieve my EMV chip card? What about any terms and conditions compared to my current card?

No – your card number will not change when you are issued an EMV chip card. You will also have the same terms and conditions for your card as you currently do when you are issued an EMV card.

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I don't want to wait to receive my EMV chip card. What do I do?

You have the option to request a new VISA Credit Card before your expiration date at a UMassFive branch or by contacting us. Please remember that only VISA Credit Cards are currently equipped with an EMV chip.

VISA Debit Cards will be available later in 2016. In the meantime, please rest assured UMassFive is dedicated to protecting your information against fraudsters. Though you will not have an EMV card immediately, we continue to monitor members’ activity to ensure that fraud is caught quickly. As always, you are not liable for any fraud that occurs on your card.

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When will I get my EMV chip card from UMassFive?

A natural reissue of our VISA Credit Cards is currently underway, and our VISA Debit Cards will begin later in 2016. By natural reissue, we mean you will be receiving a new EMV chip card when your card expires.

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Can I change my Personal Identification Number (PIN) ?

You can change the PIN on your UMassFive Debit Card as frequently as you'd like by calling the PIN by phone line - 800-757-9848. You can also contact our Contact Center or visit a branch for this service.

Unfortunately, we are currently unable to allow you to change the PIN on your UMassFive VISA Platinum Credit Card.

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What do I need to open a UMassFive membership for a minor?

To open a UMassFive membership for an eligible minor, parents or legal guardians will need* your child's Social Security Card and birth certificate. Once the child is a member, be sure have them join our Super Savers Club!

*Additional forms of identification may be required. Please contact a friendly UMassFive representative for additional assistance.

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What do I need to become a new UMassFive Member?

To open a UMassFive membership, you first must be eligible for membership. If eligible, you will need* a valid government issued photo ID (driver’s license, passport, green card) and also, proof of address if the address on your valid government issued photo ID is not your current address.

To open a UMassFive membership for an eligible minor, parents or legal guardians will need* your child's Social Security Card and birth certificate. Once the child is a member, be sure have them join our Super Savers Club!

*Additional forms of identification may be required. Please contact a friendly UMassFive representative for additional assistance.

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What do I need to become a new UMassFive Member as a Minor?

To open a UMassFive membership for an eligible minor, parents or legal guardians will need* your child's Social Security Card and birth certificate. Once the child is a member, be sure have them join our Super Savers Club!

*Additional forms of identification may be required. Please contact a friendly UMassFive representative for additional assistance.

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Misc.

I can't find my 1099-INT or 1098-INT form for filing my taxes. Can I get a new copy?

Yes, we can give you or mail you a new copy. Contact a UMassFive representative for assistance

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What's the difference between a Money Order and a Cashier's Check?

Money Orders are only valid up to $1,000, but may be purchased without knowing the name of the eventual payee. Cashier's checks are available in any dollar amount, and must be printed with the name of the payee at the time of purchase. Please see our current fee schedule, including Money Order and Cashier's Check fees

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Are there currently any job openings at UMassFive?

Please click here to view our employment opportunities page.

Please be aware that we only accept applications for available positions - we do not keep applications and resumes on file.

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What is SUM?

SUM is an alliance of financial institutions that do not surcharge at many of their ATM locations.

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What employment opportunities are available at UMassFive?

Please click here to view our employment opportunities page to view any position openings.

Please be aware that we only accept applications for available positions - we do not keep applications and resumes on file.

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What is the maximum dollar amount covered by NCUA on individual accounts?

Individual accounts are covered up to $250,000, however there may also be ways to structure your accounts to receive more than $250,000 of coverage. Contact a UMassFive representative for more information, or utilize the NCUA's Share Insurance Estimator.

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What is the difference between a debit and credit purchase?

When the checkout clerk asks Debit or Credit? for your UMassFive debit card, there's no wrong answer. If you say Debit, you'll be required to enter your PIN to complete the transaction, and the funds will typically be withdrawn from your checking account immediately. When you say Credit, you may be required to sign your receipt, and the funds will typically be withdrawn from your checking account within a few days.

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How does UMassFive invest member deposits?

UMassFive only invests in options that are either 100% guaranteed by the United States Government or implied 100% guaranteed by the United States Government. These include:

  • NCUA or FDIC Insured Credit Union or Bank Certificate of Deposit
  • Government Sponsored Enterprise (GSE) of the United States Government: Federal National Mortgage Association (FNMA); Federal Home Loan Mortgage Corporation (Freddie Mac); Government National Mortgage Association (GNMA)
  • Small Business Administration (SBA) and United States Department of Agriculture (USDA) guaranteed loans. UMassFive occasionally buys a portion of these types of loans that are 100% guaranteed by the United States Government.

Our aim is safety and soundness so we do not put member deposits at risk. UMassFive has never invested in: Fossil Fuel Funding Bonds; Pipeline Companies; Energy Companies; Gambling Industry; Corporate Bonds; Municipal Bonds, Mutual Funds of any kind.

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What careers are available at UMassFive?

Please click here to view our employment opportunities page to view any position openings.

Please be aware that we only accept applications for available positions - we do not keep applications and resumes on file.

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I want to travel overseas. Do I need to tell you about it?

Yes, we encourage our members to inform us of their travel plans so we are aware that your debit or credit card may be used in new locations. This will ensure we don't restrict your card access due to suspicious activity while you are traveling.

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What is Regulation D?

Regulation D is a federal regulation limiting the number and type of transfers and withdrawals that can be made from savings accounts. Simply put, you may conduct no more than 6 transfers per month out of each savings account by phone, EZbank or Mobile Banking, or overdraft.


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Is the NCUA a federal entity?

The NCUA is a US Government Agency with jurisdiction over all credit unions.

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If I joined UMassFive through my employer, can I still be a member after I leave that employer?

Yes. Once you're a member you are always a member until you close your account. If you have previously closed your account, and you no longer are eligible for membership, you would not be able to re-join UMassFive.

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Who pays taxes on joint accounts?

Interest earned is reported to the IRS under the social security number of the primary account holder. If you would like the joint owner on your account to be responsible for this interest income, speak to a tax consultant.

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Does UMassFive make socially responsible investments?

UMassFive only invests in US Government backed agency issues and FDIC insured investments. Our aim is safety and soundness so we do not put member deposits at risk. All of our investments are 100% full faith and credit guaranteed by the US Government or has implied government backing.

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How long is a W-8 good for?

3 years

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Online and Remote Services

How do I access my account if I do not have a computer or smart phone?

We offer a Member Audio Teller system (MAT) which you may call 7 days a week 24 hours a day. MAT allows you to make transfers and payments to loans, or get balances and recent transaction history.

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How do I enroll in online Bill Pay?

Simply sign into your EZbank online banking account and click 'Pay Bills'. From here follow the easy steps to enroll, add your merchants, and begin to pay your bills in one convenient place!

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Can I transfer funds to another financial institution using EZbank?

Yes you can. To do so, you must be enrolled in our Bill Pay service within EZbank online banking. Once enrolled, go to the 'Transfer Money' section within Bill Pay and add your account at another financial institution.  From there, you can make a transfer, or set up a schedule for repeating transfers.

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How do I call MAT?

Dial 413.256.5500 or 800.852.5886 and listen for the prompts.

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What is Mobile Banking?

Mobile Banking is UMassFive’s most convenient way to bank yet. Downloading the App onto your iPhone, iPad, Android phone, Android Tablet or Kindle Fire; downloading the mobile browser; or signing up for text banking will give you access to your account from your mobile device 24/7. You can securely access your UMassFive accounts from your mobile device to check account balances, pay bills, transfer funds, find your nearest branch or ATM, and more.

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I made a payment using Bill Pay and the merchant has not received my payment yet. What can I do?

For Bill Pay issues, please contact the Bill Pay Member Service team at 844-781-1967 between the hours of Mon - Fri: 8:00 a.m. - 5:00 p.m., Sat: 9:00 a.m. - noon.

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If I have forgotten my passwords for EZbank Online Banking or eStatements, what do I do?

Any UMassFive representative can reset your password or you can reset it yourself. For self-service:

1) On the EZbank login screen, click the 'Reset Password' link. On the next screen, enter in your User ID and continue to follow prompts.

1) To access eStatements, you must go through and be enrolled in EZbank online banking. On your eStatements page, there is a link to click if you have forgotten your password.

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Can I transfer funds to another person using EZbank?

Yes you can by using the Popmoney feature within EZbank and Mobile Banking. Popmoney is a money transfer service that will let you securely send and receive funds via email or text to and from family, friends, roommates, or just about anyone else.

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What can I do with MAT?

You can make transfers and payments to loans, get balances and recent transaction history, or make VISA payments via account transfer.

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How do I sign up for eStatements?

Electronic Statements are accessed through EZbank online banking.

To sign up for eStatements, please click the following link to sign into or enroll in  EZbank online banking: https://online.umassfive.coop/

Once in EZbank, click on Account Details of your savings, checking, or loan account and then click on Statements. From here, follow prompts to sign up. Please note that once enrolled, you will only be able to view eStatements for accounts that your EZbank User ID is linked to.

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What do I use my MAT PIN for?

To access the Member Audio Teller system (MAT).

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Can I modify an automatic payment/transfer in Mobile Banking?

Not at this time. The only way you can modify an automatic transfer is by logging into EZbank Online Banking. You are also not able to make any additional manual payments in Mobile Banking on a bill that has already been set up to be automatically transferred in EZbank Online Banking.

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What is the difference between eStatements and EZbank?

eStatements is an electronic service that allows you to conveniently and safely download and view or print your monthly statements online instead of receiving paper copies through the mail. To access eStatements, you must be enrolled in EZbank.

EZbank is our online banking system, where you can conduct your Credit Union business any time of day or night from any computer. You can monitor your accounts, transfer money between accounts, pay bills, and more

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Are my User ID and Password for Mobile Banking any different from my EZbank Online Banking account?

No, they are both the same.

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What will happen to my Mobile Banking App if I change my mobile phone number?

If your mobile phone number changes, you must log in to EZbank Online Banking and update that phone number on the 'My Phones' tab of the Mobile Banking main menu.

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What if my mobile device gets stolen?

If you lose your mobile device or believe it has been stolen, you should login to EZbank Online Banking to deregister your device immediately. If you cannot access EZbank Online Banking, please contact a UMassFive representative for further assistance.

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What happens to my Mobile Banking App if I lock myself out of EZbank Online Banking?

If locked out of EZbank Online Banking, you will also be locked out of Mobile Banking. You must rest your EZbank Online Banking Security Code in order to log back in to Mobile Banking (with the same new Security Code). 

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Do I need to be signed up for EZbank Online Banking to have Mobile Banking?

Yes.

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If I change my Password for EZbank Online Banking will this also change my Password for Mobile Banking?

Yes, once you change your Password for EZbank Online Banking, you will need to use the new Password to be able to log into Mobile Banking.

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Why should I use UMassFive Mobile Banking?

• When you’re at the electronics store, and you see that big screen HDTV you absolutely just have to buy - play it safe & make a quick check on your account balance and make sure you have enough money before you purchase.

• How many times do you find yourself simply waiting around? If you’re waiting at the DMV, or waiting at the airport for your flight – this would be a great time to get in tune with your spending habits by checking and reviewing your transaction history.

• When you’re out on vacation, out traveling, or simply have no computer access, you might have a bill you forgot to pay from home or a bill that is due very soon. Don’t cut it close. Ensure that you’re never late on any of your bills by making a quick and easy bill payment from your phone.

• Going out this Friday night and realize you’ll need some cash? Find UMassFive's nearest ATM from wherever you are!

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I'm trying to sign up for eStatements and it says my account number does not exist. What do I do?

You are unable to sign yourself up for eStatements until after you receive your first paper statement. If you would like to sign up prior to that, you may contact our Contact Center or visit any branch and a member service representative can sign you up. Please note that you must be enrolled in EZbank Online Banking to access eStatements.

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Can I set up an EZbank Online Banking transfer from another financial institution into a UMassFive checking account?

Yes you can . To do so, you must be enrolled in our Bill Pay service within EZbank online banking. Once enrolled, go to the 'Transfer Money' section within Bill Pay and add your account at another financial institution. From there, you can set up a transfer to be one time or reoccurring.

Please note that you cannot  set up an EZbank  transfer from another financial institution into a UMassFive savings account at this time.

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Do I need to have Bill Pay set up on my EZbank Online Banking account if I want to make a payment to a loan at UMassFive?

No. You can make that payment by doing a transfer in the Accounts or Transfers screens within EZbank. This allows you to make payments from your UMassFive account to your UMassFive loan.

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How do I enroll in EZbank?

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I'm moving, how can I continue to conveniently bank with UMassFive?

There are a variety of options for remote access to your accounts. In addition to the traditional ATMs, Contact Center, and EZbank Online and Mobile Banking, UMassFive also participates in the CO-OP Shared Branching network.

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If I have more than one member number can I view all accounts under one login for EZbank?

Yes you can if you are joint owner on the accounts. Any UMassFive representative can help set this up for you

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How far back can I access my eStatements online?

13 months of past statements with check copies are archived.

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How do I set up Phone Alerts in Mobile Banking?

Phone Alerts can only be setup in EZbank Online Banking. You can set these up while you register for Mobile Banking.

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What text banking commands are there?

  • BAL = Balance Inquiry. The system responds immediately with the available balance for all accounts enabled for mobile banking.
  • HIST + account nickname = Transaction History. The system responds immediately with the most recent transactions for that account.

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What are account nicknames in Mobile Banking?

Account nicknames are abbreviated account names that protect your account information and are required for each account. You can create your own unique account nickname or use the default nickname shown in the 'Mobile Banking Nickname column' of the 'Your Details' Mobile Banking page. Your mobile account nicknames will not replace the account names or nicknames defined in EZbank Online Banking.

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What if I lock myself out of Mobile Banking?

If locked out of Mobile Banking, you will need to deregister your mobile device on EZbank Online Banking and then re-register to get back into Mobile Banking.

To deregister a device from Mobile Banking, you will need to logon to your EZbank Online Banking account and go to the Mobile Banking section. When you get to the Mobile Banking section, select the specific device that is locked, and then select I want to: "Stop using this device for Mobile Banking" and select go. This will deregister your device.

To re-register a device for the Mobile Banking App on the iPhone, simply go back into the Mobile Banking App you already downloaded, and click the register button on the top right hand of the screen Once registered again, you will be able to type in your EZbank User ID and then password to log back into Mobile Banking.

To re-register a device for the Mobile Banking App on the Android phone, Android Tablet, Kindle Fire, or iPad, simply go back into the Mobile Banking App you already downloaded and type in your original password to log back into Mobile Banking.

**Being locked out of Mobile Banking does not mean you are locked out of EZ Bank Online Banking.**

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Can I set up new payees through Mobile Banking Bill Pay?

Not at this time. Setting up new payees can only be done in EZbank Online Banking.

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Am I able to view automatic payments/transfers in Mobile Banking?

Yes, you just cannot modify them.

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Can I pay bills through Mobile Banking?

Yes, you can pay your bills right from your mobile device!

  •  View and modify pending payments (note: you can view, but not modify automatic payments )
  • Must be enrolled in the EZbank Online Banking bill pay service to access this feature.

Please note: Mobile Web service is required for this level of service. Message and Data rates may apply. Not available with our Text Banking option.

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What is VISA Checkout?

VISA Checkout is an easier way for you to pay online at your favorite stores with a single sign in. Click here to learn more.

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Are you Apple Pay compatible?

Yes, both UMassFive credit and debit cards can be utilized with Apple Pay. Learn more here.

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Are you able to use Touch ID to login to Mobile Banking?

Touch ID login for UMassFive Mobile Banking is currently available for iPhone users. Learn more about Touch ID login here.

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Can I sign onto Mobile Banking with multiple different EZbank Online Banking accounts?

Yes, you are able to login with as many different EZbank accounts as you want on any App enabled device.You are able to have multiple mobile devices tied to one EZbank account.

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Are you Android Pay compatible?

Yes, both UMassFive credit and debit cards can be utilized with Android Pay. Learn more here.

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Are you Samsung Pay compatible?

Yes, both UMassFive credit and debit cards can be utilized with Samsung Pay. Learn more here.

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I am having trouble accessing EZbank. What can I do?

There are a few possible solutions:

1) If you have not accessed your EZbank account for 3 months or more, you will need to re-enroll as a first time user.

2) You may want to try using a different browser. View browser requirements here.

3) You may also need to delete some temporary files or clear your browser's cache.

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Can I receive my statements electronically?

Yes, you can sign up for eStatements to no longer receive paper statements.

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Can I deposit checks through Mobile Banking?

Yes, if you have a UMassFive checking account, you can deposit checks right from your mobile device!

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Is EZbank Online Banking and Mobile Banking secure?

Yes. Our online and mobile banking vendor who we partner with for this service has employed multiple levels of protection to ensure that your information is safe. The security of EZbank and Mobile Banking is tested and audited regularly.

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How can I access my account remotely?

There are a variety of options for remote access to your accounts. In addition to the traditional ATMs, Contact Center, EZbank Online Banking and Mobile Banking, UMassFive also participates in the CO-OP Shared Branching network.

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What is PopMoney®?

Popmoney® is an innovative personal payment service that eliminates the hassles of checks and cash.  It allows you to send and receive money as easily as you send and receive email and text messages. Best of all, you don't need a separate account. Just use your current U.S. checking or savings account.

With Popmoney, you can send and receive money using both EZbank online and mobile banking!

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Do you offer a personal financial management tool?

Yes, it is called Trends and lives within our EZbank online banking system. We are also mint.com compatible.

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Are you Mint (mint.com) compatible?

Yes. We also offer an alternative personal financial management tool that is right in our EZbank online banking called Trends.

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How do I make a mobile deposit?

To perform a Mobile Deposit, you must have a UMassFive checking account, be enrolled in EZbank Online Banking, and have our Mobile Banking App downloaded.

Once you have confirmed you have these items, please use the following instructions:

  1. Sign your check, and below it, write “Via Mobile Deposit”
  2. Log into your UMassFive Mobile Banking App.
  3. Click ‘Deposit’. Then click ‘Deposit Check’.
  4. Select checking account to deposit check into, and type in the check amount.
  5. Continue to follow steps to deposit check into your checking account.

Please note: Deposits made after 3pm will be made available by 7:30pm on the next business day.

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Do you support VISA Checkout?

Yes, we do! You can enroll your UMassFive debit and/or credit card in VISA Checkout. Click here to enroll.

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What mobile wallet providers are you compatible with?

UMassFive is compatible with Apple Pay, Android Pay, and Samsung Pay mobile wallet technology. Both our credit and debit cards can be utilized for each mobile wallet service. Learn more here.

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Does it cost anything to download Mobile Banking?

UMassFive Mobile Banking is absolutely free – although message and data rates may apply. Members should check their mobile service provider plan for details.

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What mobile devices support the UMassFive Mobile Banking App?

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What types of balances am I seeing on Mobile Banking

Where the accounts are listed, you are seeing available balances. You are also seeing your available balance if you have Text Banking.

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I am actively scrolling through the Mobile Banking App, why do I keep getting timed out?

The App does not count scrolling as being 'active'. In order to be active, you must be clicking between features to not get timed out.

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Shared Branching

If I make a check deposit through Shared Branching, how can I get the hold on the check released?

You may ask the CO-OP Shared Branching outlet to fax a copy of the check to us so that we can determine if the funds may be released.

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How do I access my account at a shared branch?

You will need the exact name of your credit union (UMassFive College FCU), your exact member number, and a valid non-expired government issued photo id.

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Do you have a withdrawal limit for shared branching?

Each institution may set a limit for how much a member may withdraw at their shared branches. For up to date information, contact the institution where you'll be conducting your transaction. A full list of locations with contact information is available here.

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What is CO-OP Shared Branching?

Shared Branching is offered through CO-OP Shared Branch, a network of credit unions nationwide who allow members from other credit unions to conduct business at their locations.

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What types of transactions can I do at shared branches?

You can make withdrawals, deposits, and loan payments. You may also purchase money orders and travelers checks, though some fees may apply.

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Do all of your branches offer Shared Branching?

At this time our UMass Amherst, Hadley, Northampton, Worcester, and Mercy Medical Center locations all offer CO-OP Shared Branching transactions.

Find a branch near you.

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If I go to a shared branching credit union, do I get charged ATM fees?

Yes, applicable ATM fees still apply. The CO-OP Shared Branch network is not related to ATMs.

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