Frequently Asked Questions

Questions and answers to our members' most common inquiries.

If you need additional assistance, please Contact Us and we'd be happy to help.

What is TruStage?

Answer
TruStage is insurance the credit union way. Our products and programs are made available through TruStage Insurance Agency and underwritten by CMFG Life Insurance Company and other leading insurance companies. Our products are only offered to credit union members. Today, more than 15 million members rely on us for our products, programs, services, expertise and experience. With a commitment to dependability and a members-first philosophy, we help you protect what matters most.

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Where can I learn more about TruStage?

Answer
You can visit their website at TruStage.com or call the toll-free number 1-88-TRUSTAGE (1-888-787-8243).

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Why did TruStage (through Heartland FCU) decide to mail me this information?

Answer
Making a decision about insurance should be both convenient and private. We want to give you the opportunity to make an informed decision without any sales pressure. We trust TruStage and the quality of the products and services they represent.

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How did they get my name?

Answer
When we decided to add to our insurance products available to our members, we wanted to join with an agency we knew could offer a variety of valuable coverages at affordable rates. That’s why we authorized TruStage to offer their products to our members.

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How do they address privacy?

Answer
They have a strong commitment to protect member information and have allocated significant human and technical resources to manage and protect member data. Their employees also go through mandatory privacy training.

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When I call the toll-free number, am I going to get a high-pressured insurance agent who will try to talk me into buying something I don’t want?

Answer
The phone representatives will discuss your life situation and recommend plans that will help you accomplish your goals. They’ll suggest some appropriate TruStage Insurance products, but the choice to buy is completely yours. No pressure – just information to help you make an informed decision.

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What if I don’t want to receive insurance offers in the mail?

Answer
Your name can be removed from future mailings by calling the TruStage Insurance Program Support Team at 1.800.428.3932, extension 4632007. Please note: It is not possible to suppress a name from a mailing that is already in progress. Due to processing and printing time, it takes approximately two months for suppressions to affect mailings.

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What is Heartland FCU's routing number?

Answer
Our routing number is 242277882. If you are having funds put in or taken out of a checking account, be sure to include your check digit at the end of your account number.

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Do you take cash?

Answer
Yes, we take cash at all branch locations.

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Do you run credit checks for loans?

Answer
Yes, we will consider an applicant's credit history when making a decision on a loan application. If you are having trouble or are unsure about your credit history, talk to our partners at Trinity Debt Management for help. It is a free service available to all Heartland members. Trinity Debt Management

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How do I become a member?

Answer
Becoming a member at Heartland is easy. The steps are completely outlined on our Membership page.

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What information do I need for a direct deposit or automatic withdrawal?

Answer
To ensure seamless direct deposits or automatic withdrawals from your account, be sure you are using the correct account number and routing number [242277882]. For a checking account, read the MICR line off your check book. If you are unsure feel free to contact or call us at 937.294.1991. Learn more.

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I cancelled my gym membership but it continues to come out of my account. What can I do?

Answer
We have a form called "Written Statement under Penalty of Perjury” and upon completion by you (the member) the Credit Union now has the authorization to return the ACH withdrawal as either an "Unauthorized Withdrawal” or "Revoked Authorization”, and redeposit the amount back into the account it was drawn from. Learn more.

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Is there a comparison site for credit cards?

Answer
Yes, check out NerdWallet to see how our credit card stacks up.

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Is there a difference between a "credit score" and a "FICO score"?

Answer
Credit bureau scores are often called "FICO scores” because most credit bureau scores used in the U.S. are produced from software developed by Fair Isaac and Company. FICO scores are provided to lenders by the major credit reporting agencies.

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Why do financial institutions use FICO scores?

Answer
FICO scores provide the best guide to future risk based solely on credit report data. The higher the credit score, the lower the risk. But no score says whether a specific individual will be a "good” or "bad” customer. And while many lenders use FICO scores to help them make lending decisions, each lender has its own strategy, including the level of risk it finds acceptable for a given credit product. There is no single "cutoff score” used by all lenders and there are many additional factors that lenders use to determine your actual interest rates.

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Are there other names for FICO scores?

Answer
FICO scores have different names at each of the credit reporting agencies. All of these scores, however, are developed using the same methods by Fair Isaac, and have been rigorously tested to ensure they provide the most accurate picture of credit risk possible using credit report data.



EquifaxBEACON® Score
ExperianExperian/Fair Isaac Risk Model
TransUnionEMPIRICA®
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What does my credit score need to be to get a loan?

Answer
There is no exact number a credit score must be to qualify for a loan. Loans are approved or denied on a case by case basis.

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How can I get my credit report?

Answer
The Fair and Accurate Credit Transaction Act entitles you to one free credit report from each credit bureau each year. You may also obtain a free credit report if you have been a victim of identity theft. To get your free credit report call 877-322-8228 or log on to www.annualcreditreport.com. Should you find something on your credit report you believe to be fraudulent or incorrect, contact each credit-reporting agency. NOTE: Heartland FCU also provides a free credit analysis for members. Find out where you stand with your credit, what goes into making up your FICO score, and what you can do to raise your score. Contact us for more details.

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Why should I consider FHA financing for my home mortgage?

Answer

  • Minimal Down Payment and Closing Costs. Down payment 3.5% of Sales Price.
  • Eliminates need for separate Mortgage Insurance approval!
  • Gift for down payment and closing costs allowed.
  • No reserves are required.
  • Seller can credit up to 6% of sales price towards buyers closing costs and prepaid items.

For more information, talk to our partners at Capital Mortgage Funding.

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Can I refinance into an FHA mortgage?

Answer
Yes. There is a liberal LTV’s 97.75% rate and term: different criteria than conventional loan. Streamlines allowed without an appraisal. For more information talk to our partners at Capital Mortgage Funding.

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Can I get FHA financing for a rental/investment property?

Answer
No, the property must be owner occupied by Borrower. No investment property or second homes. However, you can finance up to a four-unit property, with at least one unit owner occupied. For more information, talk to our partners at Capital Mortgage Funding.

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Can I get FHA financing for a condo?

Answer
Condominiums must be FHA approved. For more information, talk to our partners at Capital Mortgage Funding.

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What is the FHA loan limit?

Answer
For the Dayton metro area, the limit for FHA loans is $127, 250.

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What is a VA loan?

Answer
The VA Loan is designed for veterans and service personnel. Eligibility for the VA loan is defined as Veterans who served on active duty and have a discharge other than dishonorable after a minimum of 90 days of service during wartime or a minimum of 181 continuous days during peacetime. There is a two-year requirement if the veteran enlisted and began service after September 7, 1980, or was an officer and began service after October 16, 1981. There is a six-year requirement for National guards and reservists with certain criteria and there are specific rules concerning the eligibility of surviving spouses. For more information, talk to our partners at Capital Mortgage Funding.

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Is there a limit to a VA loan?

Answer
VA will guarantee a maximum of 25 percent of a home loan amount up to $104,250, which limits the maximum loan amount to $417,000. Generally, the reasonable value of the property or the purchase price, whichever is less, plus the funding fee may be borrowed. All veterans must qualify, for they are not automatically eligible for the program. For more information, talk to our partners at Capital Mortgage Funding.

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Do I automatically receive the no-cost basic insurance?

Answer
No. You must complete and return the enrollment form (typically mailed once or twice a year).

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Must I buy additional coverage in order to get the AD&D no-cost basic coverage?

Answer
No. The no-cost basic coverage is our gift to you as long as you have an account with us.

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Does this cover on-the-job accidents?

Answer
Yes. You're covered 24 hours a day, worldwide.

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How much additional coverage is available? Can I also insure my family?

Answer
Coverage amounts range from $10,000 to $300,000. Dependent children: unmarried children under 26 are insured for 20%. Spouse coverage is 60%. Households without spouse: dependent child coverage is 25%.

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Must I take a medical exam or answer health questions?

Answer
No. You are guaranteed acceptance.

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I bought additional coverage and received "Added Benefits." What does this mean?

Answer

  • You automatically receive five added benefits that are included in your insurance.
  • Common Carrier: Provides payment of twice the face value of your additional coverage.
  • Educational Expenses: Provides payment of a benefit to each dependent child enrolled as a full-time student in an institution of higher learning.
  • Accumulation Benefit: Provides guards against inflation by increasing the Principal Sum value based on every elapsed two years of coverage.
  • Paralysis Benefit: Provides payment of the benefit shown in the table on the certificate if paralyzed as a result of an injury.
  • Disappearance & Exposure Benefit: Provides payment for a covered loss as a result of being unavoidably exposed to the elements.

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Is there an age cut off?

Answer

No. However, coverage reduces to 50% at age 70.

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When does my coverage begin?

Answer

Please see your Insurance Coverage Document for "Effective Date."

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What does "common carrier" mean?

Answer

This is paid travel on common or public forms of transportation, such as: commercial airlines, trains, buses, cabs, ferries, etc.

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How long does it take before I receive my Insurance Coverage Document?

Answer

Processing and issuance of the Insurance Coverage Document takes about 30 days.

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What if I decide to cancel?

Answer

You have a no-risk, 30-day guarantee so if you choose not to keep your insurance, just call toll free 1.855.882.9536 to cancel.

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How will I be billed?

Answer

DDA, Credit Card, Mortgage premiums will be automatically debited from your account quarterly/monthly. These transactions will be reflected on your statement.

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How do I file a claim?

Answer

Call toll free 1.855.882.9536 weekdays, 7:00 a.m to 8:00 p.m., Saturdays, 8:30 am. to 5:00 p.m. CST.

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How long will it take to process my claim?

Answer

Once the Plan Administrator receives the appropriate information and documentation, claims are processed within 5 days and then forwarded to the underwriter for benefit determination.

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Who is the plan administrator?

Answer

The Plan Administrator is Affinion Benefits Group, LLC, a division of Affinion Group, the nation's largest provider of direct response insurance programs.

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What is a chip card and why am I getting one?

Answer
Chip cards are payment cards that have an embedded chip. Chip cards offer you advanced security when you use the chip to pay in the store or at an ATM. This new card provides you with more fraud protection.

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When will I receive my chip-enabled card?

Answer
You will receive your Debit Card by the end of March 2016 and your Visa Credit Card by the end of April 2016.

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Will the chip-enabled cards look the same?

Answer
Your Debit Card will look identical to your current card. If you have an HSA Debit Card or Visa Credit Card, the design has been updated. Click here to view images.

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What do I do when I receive my new chip-enabled card?

Answer
Please activate your new chip-enabled card immediately by following the instructions included with the card and destroy your old card. If you are unable to activate your new card with the information you provide, we may have outdated information. Please call us at 937.294.1991. During activation you will be prompted to set a new PIN, or you may keep your current PIN number.

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What happens to my current automatic payments?

Answer
It is important that you update your automatic payment information with your new expiration date and 3 digit code on the back of the card. This will help you avoid delays in the processing of future payments.

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Why are chip card transactions more secure?

Answer
Chip card transactions offer you advanced security in-store and at the ATM by making every transaction unique. And, your chip card is more difficult to counterfeit or copy. If the card data and the one-time code are stolen, the information cannot be used to create counterfeit cards and commit fraud.

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How do I use my chip card in stores?

Answer
During the transition to chip, you can swipe your card as much as you normally would and follow the prompts. If the terminal is chip-enable, it will prompt you to insert it instead. If you already know your chip card works there, start by inserting your card. These basic steps will help ensure successful transactions:

  • 1. Insert your card with the chip toward the terminal, facing up. Do not remove until prompted.
  • 2. Provide your signature or PIN as prompted by the terminal. Some transactions may not require either.
  • 3. When the terminal says the transaction is complete, remove your card.
  • 4. Always remember when you use your chip card to follow the prompts on the terminal and leave your card inserted until prompted to remove it.

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What should I expect when using my chip card at ATMs?

Answer
Depending on the type of ATM, your experience may differ slightly. If your card stays visible, use these basic steps for a successful ATM transaction: Insert and remove your card as you normally would. This tells a chip-enabled ATM whether you have a chip card or not. Then follow the prompts. If the AMT is chip-enable, it will prompt you to insert the card again and leave it inserted. The ATM will clamp down on your chip card to hold it in place until the transaction is complete. Do not try to remove your card until prompted by the ATM. When the ATM transaction is complete, remember to take your card. If your card is not visible, a chip-enable ATM will automatically recognized the chip on your card. If you're used to an ATM returning your card immediately, note that your chip card will now be returned at the end of the transaction. To complete a transaction, proceed as you normally would and follow the prompts. When the ATM says the transaction is complete, remember to take your card. [back to top]

Can I still pay in store or use an ATM if I don't have a chip card?

Answer
Yes, merchants and ATMs will continue to accept magnetic stripe cards.

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Can I still use my chip card at a non-chip-enable ATM or merchant terminal?

Answer
Yes. Your card will have a chip and a magnetic stripe to accommodate any situation.

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What does a chip-enabled merchant terminal look like?

Answer
Chip-enabled terminals have all the features you are used to with a payment terminal, with the addition of a slot to insert your card. The slot is typically located at the bottom or the top of the payment terminal.

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What does a chip-enabled ATM look like?

Answer
Chip-enabled ATMs have all of the features you are used to. You likely won't notice any physical difference between a magnetic ATM and a chip-enabled ATM.

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How do I know if a merchant terminal accepts chip cards?

Answer
During the transition to chip, you can swipe your card as you normally would and follow the prompts. If the terminal is chip-enabled, it will prompt you to insert it instead. If you already know your chip card works there, start by inserting your card.

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What if the terminal or ATM doesn't accept chip cards?

Answer
Cards will still have a magnetic stripe on the back, so even if a terminal or ATM is not yet chip-enabled, you can use your card as you do today.

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Where can I use my chip card?

Answer
Anywhere. Your card will have a chip and a magnetic stripe to accommodate any situation.

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When will I be able to use my chip card at all merchant and ATM locations?

Answer
Every day, more merchants and ATMs are becoming chip-enable to increase security for in-person card transactions, so you will start to see these terminals and ATMs at many of the stores and financial institutions you visit today.

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Can I use my chip card outside of the US?

Answer
Yes. Chip cards are widely used in international markets and are accepted in more than 80 countries. Having a chip card will make it easier for you to make purchases and complete ATM transactions when you travel internationally.

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What is EMV?

Answer
Chip cards are based on a global card payment standard called EMV, currently used in more than 80 countries. There are more than 3.4 billion chip cards issued across the globe.

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Do the chip-enabled cards offer contactless payments?

Answer
No. These cards do not offer the technology for Near Field Communication (NFC). Watch for contactless mobile payments like Apple Pay in the future.

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How do I know if I have a chip card?

Answer
If you have a chip card, the chip is located on the front of the card. You will still have a magnetic stripe on the back so that you can use it at merchants who don't accept chip cards yet.

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Can I use my chip-enabled card over the phone or online?

Answer
Yes! Your chip-enabled card will work over the phone or online just like it always has.

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Can my data from the chip-enabled card be stolen and fraudulently used?

Answer
While chip technology generates a one-time use code that is difficult to counterfeit, the account information may still be subject to compromise. Notify us immediately of any unauthorized use. For Debit Cards call 1.800.417.8715. For Visa Credit Cards call 1.844.334.3873.

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Do I still need to notify HFCU if I plan to travel?

Answer
Yes. So your card access isn't interrupted we recommend you let us know when you plan to travel with your cards. Call 937.294.1991.

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Do I need a protection sleeve or wallet?

Answer
No. Chip security cannot be scanned, it must be read at a terminal. Each time the chip is used the information is encrypted uniquely. This provides security for each transaction.

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Why didn't I receive a new chip card?

Answer
If there is a block on your account (i.e. 30 days delinquent on a credit card) a new card will not be issued. Contact us at 937.294.1991 or info@thinkhearltand.com.

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