Frequently Asked Questions

MyCardInfo

 

What is MyCardInfo? MyCardInfo allows you to view your credit card transactions and your statements online. It also provides information on who to call with questions, payment addresses, and how to handle fraud and dispute claims.

 

How do I enroll? Enrolling is as simple as entering your account information, assigning a Username, Password, and Personal Security Code, and completing a few security controls. You will then have access to your online account. If you are not currently enrolled or logged into the MyCardInfo system yet, just click on the HOME link at the bottom of the page and you'll be re-directed to our Enroll/Login page.

 

What if my Username or Password does not work? If you encounter any questions or concerns that are not answered by following the online instructions during your enrollment or login process, call our customer call center (800) 234-5354.

 

If you have any questions, please contact our customer call center at (800) 234-5354.

 

If I suspect Fraud or Forgery, what should I do? Visit our Online Assistance page and fill out a Fraud and Forgery Affidavit. Complete the form, and fax to (515) 457-2074 or mail to:

Fraud Department
PO Box 10409
Des Moines, IA 50306

 

If I want to Dispute a transaction, what should I do? Visit our Online Assistance page and fill out a Dispute Form. Complete the form, and fax to (515) 457-2074 or mail to:

Cards Risk Management Team
PO Box 10409

Des Moines, IA 50306

 

Is MyCardInfo safe? MyCardInfo is designed to keep your account information secure. Your session will time out after 20 minutes of inactivity and your account number is never displayed on the screen. Also, you have the ability to select specific security controls that only you would know. If you have any questions please contact our customer call center (800) 234-5354.

 

Making a Payment

 

How do I make a Payment on my account? The easiest way to make a payment is through the Make A Payment option in MyCardInfo. By entering your checking or savings account information, you can have a payment posted to your account within a few business days. Also, you can make a payment by stopping in at your local credit union office or by mailing payment to:

VISA

PO Box 10417
Des Moines, IA 50306

 

Automatic Payments

 

You can schedule automatic payments on your credit card from a checking or savings account at any financial institution. You can choose from four payment options.

Pay a specific amount each month This will allow you to specify how much you want to pay each month. If this amount is less than the unpaid minimum amount due then the system will withdraw the minimum payment amount from your account. If the amount specified is greater than the last statement balance, then the system will withdraw a payment in the amount of the last statement balance.
Pay Minimum Payment Amount The system will withdraw a payment for the minimum due amount. If another payment or credit posts to the account during that month, those payments will be credited towards the minimum amount due resulting in a lesser amount of the automatic payment or no automatic payment in the case that the aforementioned credits cover the minimum amount due.
Pay Balance or Minimum Payment Amount The system withdraws a payment for the last statement balance amount, unless a credit or payment has already posted for that month. In that case a payment is withdrawn in the amount of any remaining minimum payment due.
Pay Balance The system withdraws a payment in the amount of the last statement balance. This amount will be less if any payments/credits post to the account during the period by the amount of those credits.

 

How do I set up automatic payments? You can schedule automatic payments by selecting the "Make a Payment" option in MyCardInfo. Select the "Click here to sign up for Auto Pay" link at the top of the page. Choose the automatic payment option that best suits your needs and select submit. That’s all there is to it!

 

When will my automatic payment be applied to my account? Automatic payments are generally applied to the next statement you are scheduled to receive. If you have already received your statement, please use your regular payment method to submit your payment. This will ensure your payment is received on time. Going forward your payment will be posted approximately the same day each month and no later than your next statement date. Please contact your financial institution for more specific dates/details.

 

How do I turn off automatic payments? To turn off automatic payments, simply select the Make a Payment option in MyCardInfo and the “View Automatic Payments” link at the top of the page. From the automatic payment type drop down box, select the option “Automatic Payments Disabled”. Once you select submit, automatic payments will no longer be applied to your credit card.

 

Activation and Use

 

How do I activate my account? When you receive your card, please call 888-691-8661 from your home phone. Once your card is activated, don’t forget to enroll in MyCardInfo for full online access.

 

My card has been lost/stolen, what should I do? Please call (800) 234-5354 immediately to report your lost card. Our customer service team will disable the card limiting unauthorized spending. To better assist us in servicing your account, please let us know where your card was lost/stolen and the last authorized transaction on the card.

 

I think I have fraud on my account, what should I do? Please call (800) 234-5354 immediately to report any fraud.

 

What is MasterCard SecureCode and how do I register? MasterCard SecureCode is another layer of security MasterCard offers its members for online purchases. Please visit MasterCard’s website to register and for more information.

 

How can I get my credit limit increased? Maintaining a high credit score will earn you a higher line of credit. In the event you need a credit limit increase, please call (800) 234-5354 to request the additional amount.

 

General Information

 

What is APR and how do I find my APR information? APR is annual percentage rate, this is the amount of interest that is billed to your account for the convenience of carrying a balance. Please review your card agreement and welcome letter for complete APR details.

 

What is a line of credit? This amount is listed on the card carrier, the letter that your card was glued to, in the upper right corner. You may also view your credit line and the balance remaining for purchases and cash advances on the Account Overview page once you have logged into MyCardInfo.

 

What is a minimum monthly payment? This amount is the monthly minimum you must pay to keep your account in good standing. This minimum amount is clearly stated on each statement and is equal to 3% of the new balance.

 

Who do I talk to if I need help understanding my credit card statement? If you have questions regarding your statement or if you feel there is an error please contact our customer call center (800) 234-5354.

 

 

I have a dispute on my credit card statement, what do I do? If you do not recognize a charge or feel you were billed an incorrect amount, please follow these three steps. First, double-check your receipts and check with other authorized users of your card. Second, contact the merchant where the purchase originated. Finally, if you are unable to resolve your dispute with the merchant, please complete and mail or fax the appropriate form on our Online Assistance page to the designated number. If you have any questions, please contact our customer call center (800) 234-5354.

 

How does my credit union keep my personal information safe? Your account safety is our primary concern. Please refer to our Privacy Policy for specific policies and information.

 

I am traveling internationally. Can I use my credit card? Your card will work in most countries. Due to fraud trends, we may restrict transactions in certain countries. We do strongly recommend that you call our customer call center (800) 234-5354 prior to your departure as a fraud protection measure. When traveling internationally please use the direct dial number of 00-1-515-457-5568. The toll free number will not work outside the United States .

 

Can I add an additional user to my credit account? Yes, please call our customer call center (800) 234-5354. They will quickly gather the necessary information from you. There is no fee for adding a secondary user.

 

Account Access

 

I forgot my account password or user name, how do I get a new one? In the event you are unable to log into your account online please call (800) 234-5354 or use the I Forgot My Username or I Forgot My Password options in MyCardInfo.

 

How do I make a cash advance? There are three convenient ways to get cash from your credit card. You may visit your credit union branch or a bank or credit union that displays the MasterCard logo or call to request a PIN to make withdrawals from any ATM.

 

How do I get a personal identification number (PIN)? As a security measure to protect you, the card member, personal identification numbers (PINs) are not created unless they are requested. To request or to change your PIN, please call (800) 234-5354.

 


eStatements


Dupaco Community Credit Union offers eStatements - an electronic version of your paper statement. Using your current email address, you can have a monthly statement notification automatically delivered directly to your email inbox! You can access your statement anytime, day or night through MyCardInfo.

With eStatements, there's no need to continue receiving paper statements. The benefits include:

  • Eliminate paper storage hassles and save the trees - save your statement electronically.
  • Being able to save statements on your computer and print them whenever you like
  • Greater security eliminates the risk of your statement getting lost in the mail or falling into the wrong hands
  • Receive your statement quicker.
  • It's simple and it's free.

What are eStatements?eStatements are an electronic delivery of your monthly or quarterly statements, which will take the place of your mailed paper statement.


How much does Dupaco’s eStatement service cost?There is no charge for Dupaco’s eStatement service.


How do I sign up for eStatements?To sign up for eStatements, simply click on the link to sign up for eStatements located on your Statement History page. Complete the required information; accept the disclosure and click submit.


How do I receive my eStatement?To receive your eStatement, you log onto MyCardInfo, then click on the Statement History link on the top menu bar.


Why did I have to give my email address to sign up?The email address is needed to send an email notification that your statement is available on MyCardInfo.


Will my eStatement be on MyCardInfo if for some reason I don't receive my email notification?Yes, your eStatement and email notification is independent of one another. If you do not receive your email notification, your eStatement will still be on MyCardInfo.


What do I need to view my eStatement on-line?You will need Adobe Acrobat Reader to view your eStatement.


What if I don't have Adobe Acrobat Reader?Adobe Acrobat Reader is free software that you can download from Adobe.com.


Can I receive a paper statement as well as an electronic statement?No, you can either receive a paper statement or an electronic statement. You can not receive both.


Why can't I receive the statement(s) of my joint account?According to the law, we must deliver the statement to the primary account holder.


When will my eStatement be available?Your eStatement will be available during the first week of the statement cycle.


Can I get my eStatement emailed to me instead?No, your eStatement can not be emailed to you. Email is not a secure way to send your statement.


How long will my eStatement be available?After you sign up, your eStatement will be available every month for up to one year.


What if I want to cancel my eStatement?You can switch back to the paper version of your statement at any time. To cancel eStatememts, simply click on the Statement History link on the top menu bar. Select "View eStatements". Select "Edit eStatements settings and email". Select "Resume Paper Statements". Your enrollment in eStatements will be terminated and you will once again receive paper statements.


Can I have my eStatement email notification sent to more than one email address?No, we can only send your eStatement notification to one email address.


How do I change my email address?You can change your email address any time. Simply click on the Statement History link on the top menu bar. Select "View eStatements". Select "Edit eStatements settings and email". Select "Edit". You can then change the email address associated with your eStatement notification messages.