Welcome to Florida West Coast Credit Union’s new internet banking service named ONLINE 24. You now have the power to manage your account from work, home or anywhere that you can log onto the internet. It is available to you 24 hours a day free of charge. You can access all of your financial information and correspond with your Credit Union by email through Online 24.

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FAQ’s (FREQUENTLY ASKED QUESTIONS) FOR ONLINE 24

1. What is ONLINE 24?
Online 24 is the Credit Union’s online banking system. It is available 24 hours a day-7 days a week.

2. What transactions are available through ONLINE 24?

3. How much does it cost to use ONLINE 24?
Online 24 is free to all members.

4. How do I sign up for ONLINE 24?
No paperwork is required to access ONLINE 24. Log on to our website at www.fwccu.comand click on the ONLINE 24 button on the home page. Pick internet banking and if you have never registered for multi -factor authentification please click on the Stop and then enter your account number and the PIN number that you use to access CALL 24. You must then read the disclosure information that is displayed on the screen. Once you accept this disclosure information by checking the box that states you agree to the disclosure, you must then set up three questions to use when accessing your account.  We recommend that you choose your own questions not use the questions provided.  Once you have set up your questions enter your email address and then a security key.  This should be a name or some number (not your PIN number) that is easy to remember.  Once you have done all these steps you will be able to access your account.  You must only complete the steps for mult-factor authentification one time.  Once you have completed the process for future logins you will need to log in using your account number, the secret code displayed on the screen, then answer one of your questions, enter your PIN number and you should see the secuirty key displayed that you picked.  This tells you that you are entering a valid web site, that your computer has not been directed to a bogus site. At this point you will be directed to the online banking site. The online banking disclosure will not appear again unless you wish to read it under the help screen.

It is recommended that you change your PIN number on your initial log in. If you choose to change your PIN, your PIN number for Call 24 also becomes the same PIN that you use to access ONLINE 24. Should you have any questions on your ONLINE 24 PIN, please call the Credit Union at 813-643-5572 and speak to the online banking specialist.

If you wish to transfer funds from one account number to another account number; you must contact the Credit Union. There is specific paperwork that needs to be completed. You must also be an owner on all the account numbers that you wish to transfer from and to.

5. What hardware and software do you need to for ONLINE 24?
You will need to have a computer with a web browser either a Netscape Navigator 4.04 or higher or Microsoft Internet Explorer 3.02 or higher.

6. How do I download information into Microsoft Money?
Instructions for downloading this information is available on the help screen under the heading of DOWNLOAD. If you are not able to accomplish a download after reading the instructions, please contact the Credit Union at 813-643-5572 ext 118.

7. What should I do if I have questions about ONLINE 24?
If you have any questions about how ONLINE 24 works, please refer to this list of FAQ’s or click on the HELP button at the bottom of the ONLINE 24 screen. If you have specific questions related to your account information that are not answered by the FAQ, please contact the Credit Union at 813-643-5572.

8. What do I do if I forgot my PIN number?
Call the Credit Union at 813-643-5572 and ask that we reset your PIN number. You may then log on to ONLINE 24. If you call during business hours the change can be made immediately, if after hours it may take up to 24 hours.

9. How secure is my information?
All your internet traffic is encrypted with Secure Sockets Layer (SSL), ensuring that transmissions between client and server are complete, unaltered and 100% safe and secure.

10. What happens if I enter the wrong PIN number more than once?
If you enter the wrong PIN number three times, ONLINE 24 will lock you out of the system. You will have to call the Credit Union at 813-643-5572 to have your PIN number reset.

11. How much history of my account appears in ONLINE 24?
You are able to obtain up to three months history of transactions on your accounts on ONLINE 24.

12. How do I block access to my account on ONLINE 24?
Once you have enabled access to ONLINE 24 on your account and you wish to block access you must contact the Credit Union to do this.

13. When are my ONLINE 24 transactions effective?
Any transactions that you perform on ONLINE 24 happen in real time. Your balance will be updated immediately, however your transaction history will not update until the following business day if the transaction is done after 7:00 PM eastern standard time on a business day. Your transaction history will also not update on a weekend, holiday or a day that the Credit Union is not open for business. If you have requested a check withdrawal on ONLINE 24, a check will be mailed to your address of record as soon as the Credit Union opens for business.

14. How do I end my ONLINE 24 banking session?
To end your online session you can click on the log out button or click on the FWCCU logo and that will take you back to the Credit Union’s homepage.

15. What happens if I forget the answer to one of my questions? 

   If you forget the answer to one of your questions, contact the credit union at 813-643-5572 to have your questions reset.  You will then be required to perform the multi factor authentification process again by clicking on the stop on the log in screen.

 16.  How do I view a copy of a share draft online? 

Just click on the blue underlined share draft number that appears in history on your account.  An image of the share draft should then appear as a window on your computer.

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FLORIDA WEST COAST CREDIT UNION INTERNET DISCLOSURE AND AGREEMENT FOR ONLINE 24
This Agreement governs the use of Florida West Coast Credit Union’s internet banking service, hereafter referred to as ONLINE 24. By using Online 24 to conduct transactions, you agree to the terms of this Agreement.

INTERNET BANKING (ONLINE 24) MEMBER SERVICE INFORMATION
Florida West Coast Credit Union Member Service is available from 9:00 AM to 5:00 PM Monday through Friday and Saturday from 9:00 AM through 12:00 PM.

If you are calling from the Tampa area the number is 813-643-5572 Ext 100 or if calling outside the Tampa area the number is 1-888-621-6957 ext 100.

Electronic mail can be sent at any time to nblattner@fwccu.com

You can also contact us in writing at:
Florida West Coast Credit Union
1225 Millennium Parkway
Brandon, Fl 33511

DEFINITIONS
As used in this Agreement, “account” and “accounts” mean the Florida West Coast Credit Union account in which you are either the owner or joint owner. “Loan account” and “loan accounts” mean any loan that you have with Florida West Coast Credit Union.

“You”, “your” and “yours” mean the person or persons using the service hereafter called the member. “We”, “us,” “FWCCU,” or “Credit Union” refers to Florida West Coast Credit Union, the holder of your accounts.

DEPOSIT AND CREDIT AGREEMENTS
The terms and conditions stated in your existing account and loan agreement shall have precedence over any conflict that you may have in using ONLINE 24.

REQUIRED EQUIPMENT
In order to use ONLINE 24, you will need a computer with a web browser (either Netscape Navigator 4.04 or higher or Microsoft Internet Explorer 3.02 or higher) a member account number and a Call 24 PIN number. The first time that you access ONLINE 24 you will use the confidential PIN number which you use when you access Florida West Coast Credit Union’s Telephone Response system. We encourage you to choose a new PIN number on your initial log in. The new PIN number that you choose will become your PIN number for home banking (ONLINE 24) and for telephone banking (CALL 24). You should choose a unique PIN number and be very careful to keep this number confidential.

You are responsible for the installation, maintenance and operation of your computer, browser and any software associated with the use of your computer. Florida West Coast Credit Union is not responsible for any failures from any malfunction of your computer, the browser or the software. FWCCU is also not responsible for any computer virus or related problems that may be associated with the use of an online system.

HOW TO LOG IN

HOW TO USE ONLINE 24
To use ONLINE 24, you must have at least one Florida West Coast Credit Union share (savings) account and a CALL 24 PIN number. Through ONLINE 24 you can access any of your FWCCU share or loan accounts. FWCCU reserves the right to deny access to a deposit account or loan account or to deny transactions under certain circumstances. If you are unable to log into ONLINE 24, please contact the Credit Union.

You may use ONLINE 24 to perform the following transactions:

• Transfer funds between account suffixes to include making loan payments.
• Obtain account balances.
• Review your account history.
• View interest and dividend information on your accounts.
• Reorder checks online.
• Request Check withdrawals.
• Transfer funds between different account numbers***

***In order to transfer funds between two different account numbers, you must contact the Credit Union to set this up. You must be an owner on all the accounts that you want to set up for transfer.

The features mentioned above are subject to the terms noted below:

1. Your ability to transfer funds between certain accounts is limited by federal law and governed by the “Important Account Information for our Members” agreement. You should refer to this agreement for all legal restrictions and charges applicable. Transfers made using Online 24 count against the permissible numbers of transfers described in the “Important Account Information for Members” agreement.
2. Transactional history on your account will be available for approximately 3 months from the date of inquiry.
3. When you perform a transaction, it will happen in real time. Your balance will change immediately however your transaction history will not update until the following business day if the transaction is done after 5:00 P.M. eastern standard time on a business day. Your transaction history will also not update on a weekend, holiday or a day that the Credit Union is not open for business.

ONLINE 24 INTERNET BANKING TRANSFERS
You may access ONLINE 24 to make transfers from:

Share draft/checking to share/savings -You may make no more that six (6) transfers per month.

Share/savings to share draft/checking -You may make no more than six (6) transfers per month.

Share draft/checking to share draft/checking -You may make no more than six (6) transfers per month.

Share/savings to share/savings -You may make no more than six (6) transfers per month.

Line of credit to share draft/checking -You may make no more than six (6) transfers per month.

Line of credit to share/savings -You may make no more than six (6) transfers per month.

PERSONAL IDENTIFICATION NUMBER AND SECURITY
Your Call 24 personal identification number (PIN) is required to access Florida West Coast Credit Union’s ONLINE 24 internet banking service. You will access ONLINE 24 with the same PIN number that you use to access Florida West Coast Credit Union’s telephone banking system. You agree not to give this number to any unauthorized individual. Florida West Coast Credit Union does not maintain a record of your PIN. If you lose or forget your PIN, contact the Credit Union immediately so that you may select a new confidential PIN. Also, contact the Credit Union immediately if the following conditions occur:

• If your PIN number is lost or stolen.
• If someone has attempted to use ONLINE 24 without your permission.
• If your share accounts or your loan accounts have been accessed without your permission.
• If someone has transferred money without your permission.

FINANCIAL INSTITUTIONS LIABILITY

LIABILITY FOR FAILURE TO MAKE TRANSFERS
If we fail to make a transfer to or from one of your accounts in time or in the correct amount according to our agreement with you, we will be liable for your losses or damages. However, there are some exceptions. We will not be liable for instance:

1. If, through no fault of ours, you do not have enough money in your account to make the transaction.
2. If you have an overdraft line and the transfer would go over your credit limit.
3. If the computer terminal was not working properly or the Credit Union’s Online 24 system was not working and you knew this when you started the transaction.
4. If circumstances beyond our control prevent the transfer despite reasonable precautions that we have taken.
5. If your loan is past due at the time that an advance is requested.
6. There may be other exceptions stated in our agreement with you.

CONFIDENTIALITY (DISCLOSURE OF INFORMATION TO THIRD PARTIES)
We will disclose information to third parties about your account or the transfers you make:

1. When it is necessary to complete the transfers.
2. In order to verify the existence and conditions of your account for a third party, such as a Credit Bureau or merchant.
3. In order to comply with a government agency or court order.
4. If you give us written permission.

CHARGES
You will be charged fees in accordance to those disclosed on our fee schedule available in paper at your local branch or on this website.

LIABILITY FOR UNAUTHORIZED TRANSFERS
Tell us at once if you believe that your account information and/or PIN have been lost or stolen. Contacting the Credit Union immediately by telephone is the best way of keeping possible losses down. You could lose all the funds on deposit in your account plus your maximum overdraft line of credit. If you tell us within two (2) business days, you are liable for no more than $50.00 if someone used your account information and/or PIN without your permission. If you do NOT tell us within two (2) business days after you learn of the loss or theft of your account information and/or PIN, and we can prove that we could have stopped someone from using your account and/or PIN without your permission, if you had told us, you could loose as much as $500.00.

Also, if your statement shows transfers that you did not make on ONLINE 24, tell us at once. If you do not tell us within sixty (60) days after your statement was mailed to you, you may not get back any of the money that you lost after the 60 days if we can prove that we could have stopped someone from taking the money if we had been advised in a timely manner.

If a good reason (such as a long trip or a hospital stay) kept you from telling us, we will extend the time periods.

ERRORS AND QUESTIONS
Telephone the Credit Union at (813) 643-5572 or 1-888-621-6957 or write us at Florida West Coast Credit Union, 1225 Millennium Parkway, Brandon, Fl 33511 as soon as you think your statement or receipt is wrong or if you need more information about a transaction appearing on your statement. We must hear from you no later than 60 days after we sent the FIRST statement on which the problem or error appeared. Your inquiry needs to include the following:

1. Your name and account number.
2. A description of the error or the transfer that you are unsure about and explain as clearly as you can why you think an error has occurred or why you need additional information.
3. Tell us the dollar amount of the suspected error.

If you tell us verbally, we will require that you send us your complaint or question in writing within ten (10) business days. We will tell you the results of our investigation within ten (10) business days or twenty (20) business days if the transaction involved a new account opened within the last thirty (30) days. If we determine that we need additional time we may take up to forty-five (45) days. If we decide that there was no error, we will send you a written explanation within three business days after we complete our investigation. You may request documents that we used in our investigation.

DISPUTES
In the event of a dispute regarding ONLINE 24, you and Florida West Coast Credit Union agree to resolve the dispute by looking at the Agreement. You agree that this Agreement is the complete and exclusive statement between you and Florida West Coast Credit Union.

ASSIGNMENT
You may not assign this Agreement to any other party. Florida West Coast Credit Union may assign this Agreement to any present or future, directly or indirectly, affiliated company.

NO SIGNATURE REQUIRED
When using ONLINE 24 to conduct transactions, you agree that the Credit Union may debit your account to complete the transactions.

ALTERATIONS AND AMENDMENTS TO ONLINE 24 INTERNET BANKING
The terms of this Agreement, applicable fees, and service charges may be altered or amended by Florida West Coast Credit Union from time to time. If this would happen, FWCCU would send a notice to you at your address of record or an online notice through ONLINE 24. Any continuation of usage of ONLINE 24 after Florida West Coast Credit Union sends you a notice of change will constitute your agreement to such change or changes. Further, FWCCU may revise or update the ONLINE 24 program, services rendering prior versions obsolete.

ADDRESS CHANGES
You agree to notify Florida West Coast Credit Union, in writing of any address changes on your account.

GOVERNING LAW
This agreement shall be governed by the laws of the jurisdiction in which the Credit Union is located and the applicable Federal and State laws and regulations.

FEDERAL DISCLOSURE
You agree to accept this disclosure online rather than a paper disclosure. We recommend you print the entire agreement and disclosure for your records. If you are unable to print this, please call FWCCU and request that a paper disclosure be mailed to you.

SECURITY
When you perform a transaction through ONLINE 24, you will be utilizing the safest and most secure devices available in the marketplace. All your internet transactions are encrypted with Secure Sockets Layer (SSL) ensuring that transmissions between your computer and the Credit Union’s server are complete, unaltered, and safe from intrusion.

Because keeping your account safe is of paramount importance to us, we have built safety measures into our internet banking service which reflect how important security is to us.