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Frequently Asked Questions

Debit & Credit Cards | Checking Accounts | Loans

If I no longer live, work, worship, or go to school in the counties you service, can I still have my account at Enrichment?  Yes.  Once a member, always a member.  Unless you close your account, you are always a member.

Is my money safe?  Yes, very safe.  Your money is insured by NCUA, National Credit Union Association.  Our members' money is insured up to $250,000 and in certain instances, for more.

How is my money at the Credit Union Insured? The NCUA has a new Share Insurance Estimator that helps credit union members calculate their coverage under National Credit Union Share Insurance Fund. You can use the estimator to determine how to structure your accounts to include joint accounts, payable on death accounts, and others to receive coverage greater than the $250,000 that is NCUA's standard maximum share insurance amount.

I don't remember my member number.  How do I find it?  Your member number can be found in the upper right corner of your statement.  You can also ask for a card with your member number on it at your next visit to one of our branches to put in your wallet or billfold for future reference.  Some also refer to the member number as the account number.

What is the credit union's Routing Number?    264281364

What is my MICR and what does that mean?  For accounts opened before May 1, 2016,your MICR is the second set of numbers at the bottom of your checks that start with 77827.  If your account was opened after May 1, 2016, the number would begin with 10010. MICR stands for Magnetic Ink Character Recognition.  This number is used by credit unions so they can know what account the money should come from or be deposited into.

What if I give someone my member number to make an automatic withdrawal?  If you give a payee or merchant your member number along with our routing number, when the transaction comes through, the money will be taken from your savings account.  If you want the money to come from checking, you will need to give them your MICR number.

What is the difference between an automatic withdrawal and Bill Pay?  Automatic withdrawal is when you give someone your account information and give them permission to withdraw money from your account.  Enrichment's Bill Pay service makes payments to payees without giving them your account information or giving them permission to automatically withdraw money from your account.  Bill Payment gives you control of who gets paid, when and for what amount.

What tax forms will I receive?  Enrichment sends out tax information on the December and January statements.  You can also see the interest/dividend information through Home Banking.

Can I do a stop-payment on automatic withdrawals?  No.  Automatic withdrawals must be stopped at the point of origin.  You will need to contact the company who is doing the automatic withdrawals and tell them you do not want them to withdraw from your account.

How can I change my address, phone or email address?  There is a form on our website you can print and send to us. The form can be found here.  You also can visit any branch and fill out the form and give it to a Teller.  Address changes require your signature.  Another option is by logging into your online banking, clicking the Options tab and sending a secure message with your old address, new address and phone numbers.

What do I need to do if I change my name?  You will need to bring a copy of your updated driver's license, social security card or legal paperwork to the branch.

How do I set up direct deposit?  Your employer's HR Department should have a form you can fill out so they can send your paycheck electronically to your Enrichment account.  There is a Direct Deposit Verification form you can print here fill out and give to your employer.

How can I change my direct deposit?  Depending on how you have your direct deposit set up, you may be able to talk with one of our Tellers and they can fill out a form for you to sign to change how your direct deposit is distributed.  Otherwise, you may need to talk with your employers HR Department.  For more information, call our Accounting Department.

Is there a way to make deposits after hours?  All of our branches have night drop boxes.  You can drop a transaction in the night drop at any time.  These are checked first thing each business morning.  We also have Remote Check Deposit through the Enrichment app for your smart phone.

When is my deposit available to me?  Our deposits are on real-time.  Your deposit is available immediately.  The only time it would not be is if there is a hold placed on a check.  At the time of your transaction, the Teller will let you know if there is a hold and when the funds will be released.

Can Enrichment get foreign currency for me?  No, we do not have foreign currency.  You can get foreign currency at AAA if you are a member or at a larger financial institution in Knoxville.

Do you have notary services?  Yes.  Each branch has staff members who are notaries.  You will need to bring your unsigned papers and a photo ID.

Do you take loose coin?  Yes.  Each branch has a coin machine that is free to our members up to $100.00.  There is a 5% charge (minimum $1.00) on any amount above $100.00.

How safe is the website?  The Enrichment website has numerous firewalls and security.  Each page of our website is secured and cannot be spoofed.  This means that someone can not get into our website and try to lure our members to give information we would never ask for.  Enrichment will never ask for any personal information on our website or by email.  If you do see something or get a request for information, please let us know by emailing or calling the Marketing Department.


Debit & Credit Cards


How can I change the PIN on my Debit/ATM card?
There are now two options for members to change their PIN on their Debit/ATM Card.

1. You can call the activation line at 1-800-448-8268. It will tell you your card is already activated, but will give you the option to change your PIN. You will enter your existing PIN and then it will let you choose your new PIN.

2. At all Enrichment owned ATM's –
  • Insert card
  • Choose Language
  • Enter existing PIN
  • Receipt Yes or No
  • ATM Transactions screen comes up. At the bottom on the left hand side will be an option to choose change PIN.
  • Enter new PIN
  • Confirm new PIN
  • The screen will then say: “Your transaction has been processed”.
What do I do if my Debit or Credit Card is lost or stolen?   Call 865-482-0045 or 800-482-0049   Option 5

What is the difference between an ATM and a Debit card?  An ATM card can be used at ATM machines to withdrawal money from your savings account.  Debit cards can be used at ATM machines to make withdrawals from savings or checking.  Debit cards can be used anywhere Visa is accepted and the money is taken from your checking account.

What are the limits for using my ATM/Debit card?  When using your ATM/Debit card at an ATM to withdraw money, there is a $1000.00 limit per day.  When using your Debit card for purchases, the daily limit is $2,500.00 per day.  You can call our Card Department to temporarily increase the amount for purchases for a specified period of time.

I am going out-of-town.  Is there anything special I need to do regarding my account?  It is best to call our Card Department to let them know you will be out-of-town during specific dates if you plan on using your Debit card.  This will allow them to put a note on the account so it will not be flagged for suspicious activity and interrupt your ability to use your Debit card.

When should I expect to receive my Visa/MasterCard statement?  Statements are printed and mailed out between the 6th and 9th of each month.

What's the difference between a debit and credit transaction?  A debit card transaction is when you use your PIN during a purchase and a credit transaction is when you sign your receipt.  There are times that you may not sign a receipt with a credit transaction.

How do I report my ATM/Debit card as lost/stolen?  To report a lost/stolen ATM Debit card during business hours, call our Card Department and they can cancel your card and reissue a new one.  After hours, call 1.800.325.3678.  You will need to call our Card Department on the next business day to ask them to issue a new card or come into a branch to receive an Instant Issue Debit Card.

I don't remember my debit card PIN.  How can I find out what it is?  Call our Card Department and they will be able to have your PIN mailed to you.  Or come by any of our branches and let the Teller know what four-digit PIN you prefer.  We can have it changed for you the same day in most cases.

Does overdraft protection work with debit card purchases?  Debit card transactions are approved based on the money you have in your account at the time of the transaction and if your savings or Line-of-Credit is set up as overdraft protection.  Also, if you have Opted-in for Everyday Debit Card and ATM transactions and have Courtesy Pay, that will be taken into consideration when approving debit card transactions.

Checking Accounts

How can I deposit a check through my phone? Once you have the EFCU mobile app loaded on your phone, there is a tab that says "Remote Deposit". Go to that tab and register for the service. Once you are approved, you can then take a photo of a check and deposit it into your account.

What does overdraft protection do?  We have two types of overdraft protection.  The first allows us to pull money from your savings account (or other account you may have set up) to cover transactions that come through your checking account when there is not enough money to cover the transaction.  The second, if you have qualified for this, will allow your account to go into the negative.  If this type of overdraft happens, your account is charged an overdraft fee of $30 for each transaction that comes through up to the amount you have been approved for.

How do I dispute a charge on my checking account?  If you have a charge on your checking account, you can dispute this by writing a letter with the following information:  Your name, member number, the specific transaction you want to dispute, how you have already tried to resolve the transaction with the merchant, their response, the name of the person you spoke with and when, and your signature.  This letter will need to be sent to our Card Department.  They will start an investigation into the dispute.

What do I do if my check cleared for the wrong amount?  If you notice a check has cleared for the wrong amount, call our Accounting Department and they can pull the check to see if there is a discrepancy between the written amount on the check and the actual amount it cleared for.  They can then make the correction if needed.

How do I order more checks?  You can order checks by calling or coming into any of our branches.  We also have a link on our website and within Home Banking for Liberty, the provider who prints our members checks.

Do I get copies of my checks back? No, we do not send copies of checks with statements.  If you need a copy of your check, you can get it within Online Banking or by calling our Accounting Department.  There are certain instances when a copy of the check will not be available.

Loans

How is interest calculated on my loan?  Our loans are based on simple interest.  This means when you make your payment, the interest is paid first and the rest goes to principle.  The interest is based on the daily balance and as the principle amount goes down, so does the interest payment.

Is there a penalty for paying my loan off early?  No.  There is not a penalty for paying consumer loans early.  We do require you call to ask regarding mortgage loan payoffs as there may be extenuating circumstances for some mortgages.

Can I make my loan payments early?  Yes, you can make loan payments early.  However, our system will not “bump” your due date if you make your payment too early.  You may want to wait to closer to your due date to make your payment each month.  If you will be on vacation or unable to make your payment each month for some reason, you may call Enrichment to make arrangements to have payments transferred from your checking or savings.

What if I can't make my loan payment?  Call a Loan Officer to let them know what your circumstances are and we will do what we can to help you with your account.

Does Enrichment offer financial counseling?  We have partnered with Accel.  Accel is a proactive education and counseling program designed to help you reach your financial goals; and the program provides support for members that might be struggling financially. Counselors are available extended hours to provide members with a personalized budget and action plan. You can request a free and confidential counseling session by calling Accel toll-free at (877) 33-ACCEL. Financial counseling sessions are focused entirely on your concerns and are conducted over the phone. You are not limited in the number of sessions you may have, and after the initial counseling session you will receive a detailed budget worksheet and action plan.
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What's New | Community Events | FAQ's | Auto Buying Resources | For Sale by Credit Union | Instructional Videos | Annual Report | Newsletter

Frequently Asked Questions

Debit & Credit Cards | Checking Accounts | Loans

If I no longer live, work, worship, or go to school in the counties you service, can I still have my account at Enrichment?  Yes.  Once a member, always a member.  Unless you close your account, you are always a member.

Is my money safe?  Yes, very safe.  Your money is insured by NCUA, National Credit Union Association.  Our members' money is insured up to $250,000 and in certain instances, for more.

How is my money at the Credit Union Insured? The NCUA has a new Share Insurance Estimator that helps credit union members calculate their coverage under National Credit Union Share Insurance Fund. You can use the estimator to determine how to structure your accounts to include joint accounts, payable on death accounts, and others to receive coverage greater than the $250,000 that is NCUA's standard maximum share insurance amount.

I don't remember my member number.  How do I find it?  Your member number can be found in the upper right corner of your statement.  You can also ask for a card with your member number on it at your next visit to one of our branches to put in your wallet or billfold for future reference.  Some also refer to the member number as the account number.

What is the credit union's Routing Number?    264281364

What is my MICR and what does that mean?  For accounts opened before May 1, 2016,your MICR is the second set of numbers at the bottom of your checks that start with 77827.  If your account was opened after May 1, 2016, the number would begin with 10010. MICR stands for Magnetic Ink Character Recognition.  This number is used by credit unions so they can know what account the money should come from or be deposited into.

What if I give someone my member number to make an automatic withdrawal?  If you give a payee or merchant your member number along with our routing number, when the transaction comes through, the money will be taken from your savings account.  If you want the money to come from checking, you will need to give them your MICR number.

What is the difference between an automatic withdrawal and Bill Pay?  Automatic withdrawal is when you give someone your account information and give them permission to withdraw money from your account.  Enrichment's Bill Pay service makes payments to payees without giving them your account information or giving them permission to automatically withdraw money from your account.  Bill Payment gives you control of who gets paid, when and for what amount.

What tax forms will I receive?  Enrichment sends out tax information on the December and January statements.  You can also see the interest/dividend information through Home Banking.

Can I do a stop-payment on automatic withdrawals?  No.  Automatic withdrawals must be stopped at the point of origin.  You will need to contact the company who is doing the automatic withdrawals and tell them you do not want them to withdraw from your account.

How can I change my address, phone or email address?  There is a form on our website you can print and send to us. The form can be found here.  You also can visit any branch and fill out the form and give it to a Teller.  Address changes require your signature.  Another option is by logging into your online banking, clicking the Options tab and sending a secure message with your old address, new address and phone numbers.

What do I need to do if I change my name?  You will need to bring a copy of your updated driver's license, social security card or legal paperwork to the branch.

How do I set up direct deposit?  Your employer's HR Department should have a form you can fill out so they can send your paycheck electronically to your Enrichment account.  There is a Direct Deposit Verification form you can print here fill out and give to your employer.

How can I change my direct deposit?  Depending on how you have your direct deposit set up, you may be able to talk with one of our Tellers and they can fill out a form for you to sign to change how your direct deposit is distributed.  Otherwise, you may need to talk with your employers HR Department.  For more information, call our Accounting Department.

Is there a way to make deposits after hours?  All of our branches have night drop boxes.  You can drop a transaction in the night drop at any time.  These are checked first thing each business morning.  We also have Remote Check Deposit through the Enrichment app for your smart phone.

When is my deposit available to me?  Our deposits are on real-time.  Your deposit is available immediately.  The only time it would not be is if there is a hold placed on a check.  At the time of your transaction, the Teller will let you know if there is a hold and when the funds will be released.

Can Enrichment get foreign currency for me?  No, we do not have foreign currency.  You can get foreign currency at AAA if you are a member or at a larger financial institution in Knoxville.

Do you have notary services?  Yes.  Each branch has staff members who are notaries.  You will need to bring your unsigned papers and a photo ID.

Do you take loose coin?  Yes.  Each branch has a coin machine that is free to our members up to $100.00.  There is a 5% charge (minimum $1.00) on any amount above $100.00.

How safe is the website?  The Enrichment website has numerous firewalls and security.  Each page of our website is secured and cannot be spoofed.  This means that someone can not get into our website and try to lure our members to give information we would never ask for.  Enrichment will never ask for any personal information on our website or by email.  If you do see something or get a request for information, please let us know by emailing or calling the Marketing Department.


Debit & Credit Cards


How can I change the PIN on my Debit/ATM card?
There are now two options for members to change their PIN on their Debit/ATM Card.

1. You can call the activation line at 1-800-448-8268. It will tell you your card is already activated, but will give you the option to change your PIN. You will enter your existing PIN and then it will let you choose your new PIN.

2. At all Enrichment owned ATM's –
  • Insert card
  • Choose Language
  • Enter existing PIN
  • Receipt Yes or No
  • ATM Transactions screen comes up. At the bottom on the left hand side will be an option to choose change PIN.
  • Enter new PIN
  • Confirm new PIN
  • The screen will then say: “Your transaction has been processed”.
What do I do if my Debit or Credit Card is lost or stolen?   Call 865-482-0045 or 800-482-0049   Option 5

What is the difference between an ATM and a Debit card?  An ATM card can be used at ATM machines to withdrawal money from your savings account.  Debit cards can be used at ATM machines to make withdrawals from savings or checking.  Debit cards can be used anywhere Visa is accepted and the money is taken from your checking account.

What are the limits for using my ATM/Debit card?  When using your ATM/Debit card at an ATM to withdraw money, there is a $1000.00 limit per day.  When using your Debit card for purchases, the daily limit is $2,500.00 per day.  You can call our Card Department to temporarily increase the amount for purchases for a specified period of time.

I am going out-of-town.  Is there anything special I need to do regarding my account?  It is best to call our Card Department to let them know you will be out-of-town during specific dates if you plan on using your Debit card.  This will allow them to put a note on the account so it will not be flagged for suspicious activity and interrupt your ability to use your Debit card.

When should I expect to receive my Visa/MasterCard statement?  Statements are printed and mailed out between the 6th and 9th of each month.

What's the difference between a debit and credit transaction?  A debit card transaction is when you use your PIN during a purchase and a credit transaction is when you sign your receipt.  There are times that you may not sign a receipt with a credit transaction.

How do I report my ATM/Debit card as lost/stolen?  To report a lost/stolen ATM Debit card during business hours, call our Card Department and they can cancel your card and reissue a new one.  After hours, call 1.800.325.3678.  You will need to call our Card Department on the next business day to ask them to issue a new card or come into a branch to receive an Instant Issue Debit Card.

I don't remember my debit card PIN.  How can I find out what it is?  Call our Card Department and they will be able to have your PIN mailed to you.  Or come by any of our branches and let the Teller know what four-digit PIN you prefer.  We can have it changed for you the same day in most cases.

Does overdraft protection work with debit card purchases?  Debit card transactions are approved based on the money you have in your account at the time of the transaction and if your savings or Line-of-Credit is set up as overdraft protection.  Also, if you have Opted-in for Everyday Debit Card and ATM transactions and have Courtesy Pay, that will be taken into consideration when approving debit card transactions.

Checking Accounts

How can I deposit a check through my phone? Once you have the EFCU mobile app loaded on your phone, there is a tab that says "Remote Deposit". Go to that tab and register for the service. Once you are approved, you can then take a photo of a check and deposit it into your account.

What does overdraft protection do?  We have two types of overdraft protection.  The first allows us to pull money from your savings account (or other account you may have set up) to cover transactions that come through your checking account when there is not enough money to cover the transaction.  The second, if you have qualified for this, will allow your account to go into the negative.  If this type of overdraft happens, your account is charged an overdraft fee of $30 for each transaction that comes through up to the amount you have been approved for.

How do I dispute a charge on my checking account?  If you have a charge on your checking account, you can dispute this by writing a letter with the following information:  Your name, member number, the specific transaction you want to dispute, how you have already tried to resolve the transaction with the merchant, their response, the name of the person you spoke with and when, and your signature.  This letter will need to be sent to our Card Department.  They will start an investigation into the dispute.

What do I do if my check cleared for the wrong amount?  If you notice a check has cleared for the wrong amount, call our Accounting Department and they can pull the check to see if there is a discrepancy between the written amount on the check and the actual amount it cleared for.  They can then make the correction if needed.

How do I order more checks?  You can order checks by calling or coming into any of our branches.  We also have a link on our website and within Home Banking for Liberty, the provider who prints our members checks.

Do I get copies of my checks back? No, we do not send copies of checks with statements.  If you need a copy of your check, you can get it within Online Banking or by calling our Accounting Department.  There are certain instances when a copy of the check will not be available.

Loans

How is interest calculated on my loan?  Our loans are based on simple interest.  This means when you make your payment, the interest is paid first and the rest goes to principle.  The interest is based on the daily balance and as the principle amount goes down, so does the interest payment.

Is there a penalty for paying my loan off early?  No.  There is not a penalty for paying consumer loans early.  We do require you call to ask regarding mortgage loan payoffs as there may be extenuating circumstances for some mortgages.

Can I make my loan payments early?  Yes, you can make loan payments early.  However, our system will not “bump” your due date if you make your payment too early.  You may want to wait to closer to your due date to make your payment each month.  If you will be on vacation or unable to make your payment each month for some reason, you may call Enrichment to make arrangements to have payments transferred from your checking or savings.

What if I can't make my loan payment?  Call a Loan Officer to let them know what your circumstances are and we will do what we can to help you with your account.

Does Enrichment offer financial counseling?  We have partnered with Accel.  Accel is a proactive education and counseling program designed to help you reach your financial goals; and the program provides support for members that might be struggling financially. Counselors are available extended hours to provide members with a personalized budget and action plan. You can request a free and confidential counseling session by calling Accel toll-free at (877) 33-ACCEL. Financial counseling sessions are focused entirely on your concerns and are conducted over the phone. You are not limited in the number of sessions you may have, and after the initial counseling session you will receive a detailed budget worksheet and action plan.