Frequently Asked Questions
I lost my card. What do I do?
A: For lost or stolen ATM or debit cards, please call 1-800-554-8969. For lost or stolen credit cards, please call 1-800-558-3424.
My card expires this month. When can I expect to get a new card?
A: You can expect to receive your new card during the second to third week of the month that it expires, as long as we have your current address. To update your address, please complete a change of address form and mail it to P.O. Box 218, Altoona, WI 54720 or drop it off at your local office. Your old card will work until the end of the month that it expires.
How do I replace a damaged debit card?
A: If your ATM or debit card is not functioning properly or is damaged, you may order a replacement card by calling our Customer Service Center at 800-590-9920. You will receive a new card with a new expiration date within seven to ten business days, and the Personal Identification Number (PIN) you are currently using will work with your new card.
I have received my new card. How do I activate it?
A: To activate your new Debit Card, please call 1-800-567-3451
How do I change my pin number for my Debit Card?
A: To change pin numbers for Debit Cards, please call 1-800-567-3451
Online Banking /Bill Pay/eStatements
Is there a charge to use Bill Pay?
A: Most of our customers qualify for free Bill Pay. There's no monthly service fee if you have a Traditional, Freedom, or Freedom Rewards Checking account.
Even if you're not eligible for the monthly service fee waiver, you can still try Bill Pay for free for the first three months. After that, Bill Pay is $5 per month. The monthly service fee will be assessed starting in the first month of use after the free trial period. The charge will be deducted from your checking account.
How do I sign up for eStatements?
A: To sign up for e-statements, you must be enrolled in Online Banking. Contact our Customer Service Center at 800-590-9920 to sign up for online banking.
Once signed into your online banking, click on the Options tab towards the top of your screen. Scroll down to eStatement Enrollment and click on Edit. Select the accounts you wish to enroll, enter your valid email address. You will need to read the terms and conditions and input the security code found at the bottom of the terms and conditions. Click Enroll to complete your registration.
How do I view my eStatements?
A: To view your eStatements, first log into your Online Banking. Select the account you wish to view the e-statement. Click on the Documents tab towards the top of the screen. For Document Type, select eStatements, enter in the date range you wish and click submit.
How do I cancel eStatements?
A: To resume receiving paper statements by mail, stop by your local office to complete an eStatement cancellation form. Please be aware that some accounts are assessed a fee to receive paper statements.
Will my eStatement look the same as a paper statement?
Yes, your eStatement will appear the same as a paper statement.
How much does it cost to receive eStatements?
A: eStatements are a free service offered by Citizens Community Federal.
How will I know when my eStatement is available to view?
A: You will automatically receive an email at the end of your statement cycle notifying you that your eStatement is ready to view.
If you are not receiving the email notification, sign onto your online banking, click on Options, scroll to Email, and click Edit. Verify that your email address is input correctly. Also check your email account to make sure eStatement notifications are not being filed in your spam or junk mail folder. If they are, add firstname.lastname@example.org to your address book to ensure notifications are delivered to your inbox.
What is the $1 charge that appears in my online Account Activity?
A: Sometimes merchants perform a test charge to verify your account before authorizing a debit card purchase. These charges are usually for a nominal amount such as $1. Once the actual purchase is charged to your account, the $1 test charge is removed.
Can I make a loan payment online?
A: Currently, you may only make a loan payment online if the payment is coming from another account with Citizens Community Federal. You may sign up for Direct Loan Payments by completing a Direct Loan Payment form and mailing it to P.O. Box 218, Altoona, WI 54720 or by dropping it off at your local office. We can also take loan payments over the phone via ACH or debit/credit card for a $10 fee. To do this, please contact our Customer Service Center at 800-590-9920.
What is an overdraft fee or returned item fee?
A: Overdraft is a term used to indicate when an item such as a check, Debit Card purchase, or other transaction presented for payment is paid even though the available balance in your deposit account is less than the amount of the item, creating an overdraft (or negative balance) in your account. An overdraft fee will apply.
Returned Item is a term used to indicate when an item such as a check or other transaction presented for payment is returned unpaid because the available balance in your deposit account is less than the amount of the Item. Also called a "bounced check." A Returned Item Fee will apply.
How do I place a Stop Payment?
A: A stop payment may be placed through Online Banking, by clicking on the Stop Payment tab. You may also place a stop payment by completing a stop payment request form at any of our branches or by calling our Customer Service Center at 800-590-9920. Stop payments placed through online banking or verbally will remain in effect for 14 days, unless a signed Stop Payment request form is received. Signed stop payments will remain in effect for 6 months unless revoked in writing.
How do I change or cancel an automatic withdrawal or payment that I have set up with another company?
A: To change or cancel an automatic payment you've set up with a company, you will need to contact that company directly. We are unable to change or cancel your agreement with them.
We can place a stop payment to prevent the payment from posting to your account. Once signed, the stop payment will remain in effect for 6 months, unless revoked in writing.
To have a stop payment order placed on your account, please stop by your local office or contact our Customer Service Center at 800-590-9920. You may also place a stop payment online through your online banking. We will need the following information:
- Date of transaction
- Amount of transaction
- Account number
- Name of originating company
- Type of stop payment request (one-time or all future payments)
Placing a stop payment order does not release you from any contractual agreements. You may still be held to the terms of the agreement you have made. There is a stop payment fee. For fee amounts, please refer to your Fee Schedule.
How do I change or cancel an automatic withdrawal or payment from one CCF to another CCF account?
A: To change or cancel an automatic withdrawal or payment you have between CCF accounts, you will need to complete an Automatic Transfer form. This form is available at your local office or can be mailed to you by contacting our Customer Service Center at 800-590-9920.
How do I update my phone number, email address, or mailing address?
A: To update your information, please fill out a Change of Address Form and mail it to: Citizens Community Federal, P.O. Box 218, Altoona, WI 54720. You may also update your information by contacting our Customer Service Center at 800-590-9920.