PC Branch FAQ

DCU's PC Branch uses a secure server with encryption to protect members' private account information. Many companies use programs called "firewalls" that prevent outside users from accessing their computers. If you are trying to access PC Branch from within a firewall, you will need to set up a security proxy. See your network administrator for proxy information and follow the instructions for your browser to set up the security proxy. We also use a temporary cookie to validate each PC Branch session. Please be sure that your system is established to accept 128-bit encryption and temporary cookies in order to access PC Branch.

I access the Internet through America Online (AOL). Can I use PC Branch through AOL?

PC Branch is certified for use with AOL 8.0 and 9.0.

Are my transactions secure over the Internet?

Yes. Use version 7.0 or higher of Explorer or AOL 8.0 and 9.0, Mozilla Firefox 1.0 or 3.0, or Safari (Mac) 1.2 or 3.0"strong" encryption. See Security Features.

Why is PC Branch sometimes slower than the other web sites that I visit?

DCU's PC Branch uses a secure server to protect members' private account information. A secure server encrypts (encodes) the data being transmitted and received, requiring the browser on your PC to encode and decode each message before it can be understood by the host server or displayed on your screen. This process takes additional time to complete. Encryption is not used by most web sites, only on those sites that transmit and receive private information that must be protected from view.

Why can't I move back and forth quickly through pages I've already viewed? PC Branch has to reload the page every time I want to go back to it.

PC Branch pages are set up to prevent caching or storing the pages on your browser. This security feature prevents unauthorized users from viewing your private account information on your PC after you have completed a PC Branch session.

Why do I receive blank pages when using PC Branch?

PC Branch makes use of Java and JavaScript programming languages. Check your browser preferences to ensure that JavaScript is enabled as a language.

Can I bookmark to PC Branch login screen?

You should bookmark the DCU web site at dcu.org. You can log into PC Branch from virtually every page in the site by clicking on the PC Branch button.

Why am I receiving an error message asking me to allow the system to set a cookie. What does this mean?

A temporary processing cookie is required to allow PC Branch to assign a session ID number each time you log in. This number is verified each time you send or receive information from the PC Branch host processor. The session ID number provides security for your private information by responding only to requests that contain the number. The cookie is not stored on your computer, and it is dismissed when you exit your browser, exit PC Branch, or your session times out. Without accepting this ID number, you can not log on to PC Branch.

I need to update my address or phone number, where is the link?

The link to this page is called "Update My Information" and appears underneath Member Information at the upper right hand side of the PC Branch header bar. This form is also available as "Update Home Address" or "Phone Numbers" under "Secure Forms."

What can I do with User Options?

The User option service allows you to customize PC Branch by changing your PIN to a new Alpha-Numeric password, with a minimum of 6 characters and up to 16 characters long, setting the timeout for PC Branch inactivity, updating your email and home address, update your phone number, selecting your default history date range, and customizing your PC Branch start page.

How can I re-order checks?

Select the "Check Order" from the gold menu bar.

Can I view my statements online?

Select the "eStatements" option from the gold menu bar.

Where can I find my loan interest rate?

Interest rates now appear on the Account Detail page. Click on the underlined name link from the Account Summary screen to get to the detail page.

Can I make principal payments to my loans now?

Yes, except for Visa. Choose "Overpayment (Principal Only Payment)" button from the Account Transfer screen. Principal payments do not affect the due date or amount of your regular payments.

What if I want to change my nickname on my Member Described account?

Click on "Forms and Services" when you are in PC Branch.

Can I set up a notification?

Yes, you can set up notifications for balance level or certificate maturity. Select "Notification" link from the "Account Access" menu to add, view, edit, or delete notifications. To understand Balance Level notices you receive, make sure you enter an email message when you set it up. Otherwise, the email will be blank. Your notification criteria will be reviewed once each day in order to send you an email if your notification is reached.

Can I print out my account information?

Yes. If you select the "Printer Friendly" link from the "Account Access" menu, the information will print in black and white without graphics. This is a specially formatted printer friendly version of the "Account Summary" or "Account Detail."

Where is my Account History?

Just click on the underlined account name link that appears under "Account Summary." You'll be taken to an Account Detail page that includes the period of history you set up in User Options. At the bottom, there are options to change the period of history that appear.

Can I export my account history to financial or spreadsheet software?

Yes, select the "Export History" link in the "Account Access" menu to select the history export you want to complete. PC Branch supports exports to Money, Open Financial Exchange (OFC), Quicken (QFX), and CSV for spreadsheet software.

Is there a way to make sure my transfer is correct before it is completed?

Yes. After you initiate your transfer, you will be presented with a confirmation page to view and approve your transaction. You must select the "Confirm Transfer" button to complete the transfer or "cancel" if you change your mind.

Where do my automatic transfers appear?

The transfer screens have been consolidated to one for your convenience. You can select "Scheduled Transfer" to add, view, change, or delete scheduled or recurring transfers.

Can I skip a scheduled transfer?

Unfortunately that service is unavailable at this time. You will have to delete the scheduled transfer and re-add it later.

How can I view my transfer history?

All completed transfers appear in "Account History" for the accounts involved.

Is there an expiration to my transfers?

Yes, when scheduling transfers, you must enter a limit, from 1 to 400 times. We anticipate the new feature of unlimited transfers to be added soon. Recurring transfers set up before the July 20, 2002 conversion won't expire until cancelled by the user.

Can I find out if my scheduled transfer failed?

Yes, if you have entered your email address and message on the "Add" or "Change Scheduled Transfer" page you'll receive an email notice. Also on the "Scheduled Transfer" screen check "Last Transfer" status column.

Metavante^® Bill Pay Services provides Bill Payer to DCU members. DCU pays all costs. The service is FREE to all DCU members.

Will bill payments receive overdraft protection with funds from my Savings Account or DCU line of credit?

Yes. At this time, Bill Payer transactions will follow your established overdraft path for your checking account. A $30 Non-sufficient-funds fee will be charged for a negative account balance or a returned payment.

How do I sign up for Bill Payer?

You can sign up for Bill Payer by selecting the "Bill Pay/CashEdge" link from PC Branch, filling out the online form, verifying the information on file for your DCU account, and clicking Submit. Once you are signed up you can start using Bill Payer right away.

How do I add my billers?

When you access the Bill Pay/CashEdge screen after your application has been processed, you will be able to use the Add a Biller screen to add your billers. You will input information from your current billing statement sent to you by your biller. Online Help is available by selecting the ? Help icon on each page. If you would like DCU to set up your billers for you, fill out the Bill Payer Switch Kit Authorization Form.

Can I set up my billers so the system schedules my payments automatically?

Yes, if payments to your biller are for the same amount and on the same due date, you can set up your payment as an automatic payment. The Automatic Payment option is located under the "Manage My Bills" tab. Online Help is available by selecting the ? Help icon on each page.

How can I distinguish between two accounts at the same biller?

There are a couple of ways you can do this. The first is by the account number if they are different. Another way is by filling in a description when you set up your biller.

Can I set up bill payments to my DCU accounts?

It is not recommended that you use Bill Payer to make payments to your DCU loans. The Scheduled Transfer feature from PC Branch can be used to schedule your DCU loan payment transfers from your DCU checking, primary savings, money market, or member described accounts. The Account Transfer feature in PC Branch can be used to transfer funds from your DCU shares to satisfy your DCU loan payments immediately.

One of my billers moved. How can I edit the address and phone number?

Go to the Manage My Bills tab, select the "Biller Name" and then select "Update Biller Information" and make changes as needed. Make sure you do this well in advance of any scheduled payments.

How do I add single payments?

The billers you have previously set up will be listed in the Pay Bills section of the Payment Center. Enter the amount next to the biller you want to pay. The dynamic calendar will show you the earliest date you can expect your payment to arrive. You can schedule your payment to arrive any time later by entering a due date up to 12 months in the future by manually typing in a date or choosing a pay date from the dynamic calendar. It is that easy.

Why does the system ask me for the Pay Date of my payment instead of the date I want the payment to be withdrawn or processed?

You are required to select a Pay Date for your payment. The system then automatically schedules the processing date based on the delivery time required for the biller. This functionality provides the ability to schedule payments in the future without the user needing to refer to a calendar to determine the withdrawal date based on the number of business days required for processing. The payment actually leaves your account on the same day the biller is scheduled to receive it. Once the scheduled payment is within the processing period, it can't be deleted or changed.

When are bill payments withdrawn from my account?

On the payment date or later depending upon the payment method.

Can bill payments be withdrawn from my share savings accounts?

No. Bill Payer transactions must be withdrawn from your DCU checking accounts.

Can I change my payment?

Yes, you can change the payment amount, payment date, and withdrawal account of payments as long as it's in pending status. The ability to change this is accessible from the Payment Center and Bill History screens.

Can I make international payments using Bill Payer?

The Bill Payer service provided by Metavante is for use in sending payments to billers located in the United States or U.S. Territories, except state and federal tax payments or court ordered payments.

How do I pay a bill next day or immediately on Bill Payer?

If you set up a payment today, it can take up to four business days to arrive to your biller. Some billers now offer same day and next day payments. The dynamic calendar tool next to your billers in the Pay Bills section of the Payment Center screen will show you the earliest possible Pay Date available for your biller.

Why is there a difference between the Pay Date I enter and the date my payment is actually credited to my billing account by my biller?

Some billers may have a posting time between receipt of payments and posting to your account. This posting time must also be considered when establishing the Pay Date in order to ensure that your biller posts your payment by the due date. Some billers require the payment coupon sent to you in your bill each month to be returned with your payment. As a bill payer service cannot send the coupon with your payment, the biller would most likely need to post your payment manually upon receipt using the information listed on the check payment. The time required to post your payment manually may delay the posting of your payment to your account. Many billers establish a separate address that can be used in order to ensure a more reasonable posting time for Bill Payments. The processing time scheduled by Bill Payer calculates the time required for your payments to be received by your biller only.

Where can I see the bill payments that have already been withdrawn from my account?

The current month's payment section of the Payment Center displays all processed payments for the current month. From here, you can also navigate to Bill History to view up to six months of payment history.

How can I determine the status of bill payments that have already been processed?

You can verify your payment status under Pending Payments located on the Payment Center. If you are notified by your biller that one of these payments has not been posted to your account, please contact DCU. We can determine the status of your payment and request further research on your behalf if necessary.

What happens to bill payments that are not cashed by my biller?

Bill payments sent by Metavante in the form of a corporate check are valid for 90 days only. A payment that has not been cashed by your biller within 90 days will be refunded to the DCU account from which it was withdrawn. This refund will be listed as an ACH deposit.

Why can´t I use a different name when I am paying bills such as a maiden name?

Our bill payment service uses the Prime Owner´s name on your credit union account on each payment. However, the account number on the electronic payment or bill payment is the one you input for that bill. If the account number is correct, the biller should properly credit the payment.