About Us
Frequently Asked Questions
Account Opening and Deposits
Q. Who can open accounts and apply for loans with Premier America Credit Union?
A. You are eligible if you are over 18 and a U.S. citizen or resident alien, and you meet one of the qualifying options below:
- You live, work or attend school in Ventura County, San Fernando Valley, Santa Clarita Valley or most other areas of Los Angeles County, or
- You live, work or attend school within 10 miles of our Westchase branch in Houston, Texas, or
- One of your family members is already a member, (all family members are eligible) or
- You are an employee or member of an eligible company or organization, or
- You can qualify for membership by joining the Alliance for the Advancement of Arts & Education (AAAE).
Q. Is there a minimum deposit to open a share account?
A. Yes, becoming a member requires a minimum deposit of one $5.00 Credit Union share to be maintained in a Smart Savings account.
Q. What do I need to provide to open an account with Premier America?
A. Premier America requires a U.S. Driver's License, U.S. Social Security Number, personal information (including your date of birth), and former mailing addresses. Credit card, debit card or U.S. checking account to fund your new account. A second ID may be required.
Q. When I make a deposit how long are my funds on hold?
A. The length of the hold varies depending on the type of deposit and is explained below. In accordance with Federal Regulation CC your funds are available to be withdrawn by cash or by check as follows:
- Same business day: electronic direct deposits, cash, wire transfers and checks drawn on a Credit Union account that has sufficient funds to cover the checks.
- Next business day (if made payable to you): U.S. Treasury, state, local government, cashier's, certified, teller's, Federal Reserve bank, Federal Home Loan Bank checks and postal money orders.
- If you do not make your deposit to one of our tellers (for example, if you mail the deposit), funds will be available on the second business day after the day we receive your deposit.
- Other Check Deposits: Funds from other check deposits will not be available until the second business day after the day of your deposit. The first $100 will be available on the first business day. These funds deposited on these checks will generally be available no later than the seventh business day after the day of deposit. If you deposit more than one of these checks in a day, only $100 from the deposit will be available on the first business day after the day of your deposit.
Shared Branches and ATMs
Q. How can I access my accounts if I am not near a Premier America branch? Can I visit other Credit Unions' branches?
A. Yes, our shared branches (or CU Service Centers) on the CU SWIRL network are available to all members. There are 6,300+ branches across the globe.
Q. How can I access my accounts if I am not near a Premier America ATM? Can I visit other Credit Unions' ATMs?
A. Yes, our CO-OP Network ATMs are available to all members. There are 28,000+ ATMs, including VCom units at 7-Eleven® stores nationwide where you can access your account with no ATM fee.
Q. Can I withdraw all my money and close my account at a shared branch?
A. Our system does not allow members to withdraw their entire balance; they must leave $.01 in the account. If an account needs to be closed, the member should contact a Premier America Member Service Specialist.
Q. How much can I withdraw from an account at a shared branch outlet?
A. Outlets are allowed to give a maximum of $500 with on-line approval from the Host CU System.
- Cash: Outlet may give out more than $500 in cash with on-line system or verbal approval from the Host CU if they have a policy that will allow them to do so.
- Check: Any amount with on-line system or verbal approval from the Host CU if they have a policy that will allow them to do so.
Internet Banking and PINs
Q. How can I sort and search for transactions in Internet Banking?
A. From the Account Access screen, you have the ability to view detailed account activity, including deposits, withdrawals, and transfers. Click on the account name or use the quick link to the right of the account listing to view the last five days of transactions. For more date options, click on the account history link located on the bottom right of screen. Select a date or date range, then you may choose any of the following options: single check, check range, dollar amount, or dollar amount range. Only the transactions that match your criteria will be displayed. A running balance may not be displayed depending on the sort you choose. If you would like to sort the search results, click on the column header. The columns available for sorting are the date of the transaction, description, the transaction amount which will appear in either the deposit or withdrawal column and account balance. Click an arrow to reverse the order of transactions currently displayed. To select another account, click on change account link located at the upper left-hand side, next to the account you are currently viewing.
Q. How should I reset my PIN or Personal Identification Number?
A. Within Internet Banking, you have the ability to: change your password (PIN); set your Internet Banking Session Time-out period; change your email address; and choose the page that is displayed to you when you log in to Internet Banking. Click on the User Options button located in top right corner of the screen. If you are changing your PIN for all Premier America electronic services your PIN must be 4 numeric digits. If you are selecting a Password/PIN for Internet Banking use only, it can be between 4 and 16 characters, alphanumeric and special characters. If you are changing both PINs at this time, change the PIN for all electronic services first, then change the Password/PIN for Internet Banking use only. You may also contact a branch or a Member Service Specialist for help with resetting your PIN. As with Premier America Mobile Internet Banking, you must contact us to reset your password.
Q. Can I access Internet Banking from multiple computers and browsers?
A. Yes, you can login to Internet Banking from any computer. If you login from a computer that you haven't added extra security to, you will be asked for additional information so that we can verify that it's really you. If you provide this information correctly, you will have the option to add extra security to that computer, and avoid being asked for this extra information again.
Q. How do I view cleared checks?
A. Images of cleared checks can be viewed within Internet Banking, by clicking on the check number links in your "Account History" detail of the "Account Access/Account Summary" page.
IRAs
Q. I want to move my IRA to Premier America, what do I do?
A. You can either go to a branch or call a Member Service Specialist for a transfer form. Once you return the completed form Premier America will process your request.
A. Contact a branch or a Member Service Specialist for a contribution or distribution form. Once you return the completed form the credit union will process your request.
Q. Which type of account has a better rate an IRA or a Certificate?
A. IRA products are the same as regular products. For example regular Certificates and IRA Certificates have the same rate.
eStatements
Q. What are the benefits of eStatements?
A. There are a number of benefits to using eStatements including:
- Your free eStatement is virtually identical to your paper statements and is available to you days sooner. eStatements are generally available by the 3rd business day of the month.
- With eStatements and an active checking account (3 or more monetary transactions each month), your Smart Savings Account earns a higher dividend (see Rates).
- You can access and print 18 months or more of statements.
- Your account information is password protected and secure.
- Shredding paper statements will become a thing of the past.
- eStatements are accessible whenever you have Internet access.
- eStatements help us reduce printing and mailing costs, which will benefit you as a member-owner of the Credit Union and less paper is a green bonus.
- When your eStatement is available we will send an email notification to the primary email address on file letting you know that your eStatement is available.
Q. What if I need a printed copy of my statement and I'm enrolled in eStatements?
A. You may either print your eStatement from your browser or order a paper statement. To order a paper statement, send us an email from within Internet Banking or call our Member Service Specialists. If your statement is not currently available in electronic format, there will be no charge. If it is currently available to you in electronic format, there is a $5.00 charge.
Q. What happens if I don't receive the eStatement email notification because my email box is full, I have blocked email from premier.org or Premier America does not have my current email address on file?
A. We are required by law to attempt to provide you with notification when your eStatement is available. We will transmit an email to the primary email address on file. Please be aware that we will also assess a "Courtesy Paper Notice Fee" of $1.50 for each month we must send a paper notification; therefore, we urge you to provide us with an active and valid email address. Just log in to Internet Banking and enter your email address via the "User Options" screen.
Q. Where is my eStatement located?
A. You can view and print and view your eStatement by accessing Internet Banking and clicking on the "eStatements" button on the blue bar.
Q. How long will my eStatements be available to view within Internet Banking?
A. eStatements will be available for a rolling period of 18 months.
Q. Are eStatements secure?
A. eStatements are secure because they are only available within Internet Banking. You will need your Member Number and PIN to log into Internet Banking. For more information visit the "Security" link located on the lower navigation bar on the home page.
Q. How do I enroll or de-enroll from eStatements?
A. You can enroll or de-enroll from eStatements via Internet Banking by clicking on the "eStatements" button and following the prompts. If you de-enroll be sure to save or print a copy of your eStatements for your records because once you are de-enrolled, you will no longer have access to your archived eStatements. If you change your mind and decide to re-enroll for eStatements at any time, your archived eStatements will once again be available.
Q. Why doesn't my eStatement print correctly (page breaks are wrong or extra blank pages are included)?
A. Different internet browsers (e.g., Internet Explorer, Netscape Navigator, AOL) and browser versions will affect how statements will print, and such browser limitations are not within our control.
Debit Cards
Q. I paid for something with my debit card online, and I did not receive it. How do I contest the charge?
A. You will need to file a dispute with TMG by calling 1-800-811-2917.
Q. My debit card has been lost or stolen. What do I do?
A. Call 1-800-811-2917 to report a lost or stolen debit card.
Q. I have identified a debit card purchase on my statement that is not mine. What do I do?
A. Call 1-800-811-2917 to report fraudulent charges.
Mobile Banking
Q. What services does Mobile Banking include and what does it cost?
A. Our free Mobile Banking includes the following services: Account Summaries, Account Transaction History, Transfers, Pay Bills, View Pending Bill Payments, Cancel Pending Bill Payments, and View Bill Payment Histories.
Q. How do I access Mobile Banking?
A. In order to access Mobile Banking, you need Premier America Internet Banking access (a valid Account Number and Password/PIN) and a mobile device with an Internet connection. Simply bookmark www.premier.org into the device's browser and then log in.
Q. Who is Premier America's Mobile application service provider for Mobile Banking?
A. MShift powers our Mobile Banking. For more information on MShift, visit their web site at www.mshift.com.
Q. How does Mobile Banking handle Security?
A. Our Mobile Banking is encrypted using the Mobile Transport Layer Security (WTLS) protocol, which provides the highest level of security available today. Additionally, all data that passes between the Mobile gateway, MShift's Servers and Premier America's web servers is encrypted using the Secure Socket Layer (SSL).
Real Estate Loans
Q. Do I have to be currently employed to refinance my property?
A. Yes, you must be employed at the time of application submission.
Q. How soon after my new loan is funded should I receive my loan payment coupons?
A. Loan payment coupons should be received within 2 or 3 weeks.
Q. What is the Dovenmuehle (DMI) Address and Phone number for Customer Service?
A. Dovenmuehle Mortgage, Inc., 1 Corporate Dr., Ste. 360, Lake Zurich, IL 60047. Customer Service: 877-757-7809.
Q. How long do I have to wait to get my recorded Reconveyance/Release of Lien after my real estate loan is paid off?
A. It takes 4 to 8 weeks to get a recorded Reconveyance/Release of Lien after a real estate loan is paid off.
Q. What makes a property acceptable to be a "second home?"
A. Reasonable distance from the members primary residence. It must be located in a vacation area and must be reasonable as a second home.
Q. How long does a refinance of a mortgage take?
A. It takes 30 days on average to refinance a mortgage.
Q. Do I need to have a property address to apply to for a mortgage loan pre-approval for a purchase?
A. No, you can put in "To Be Determined" or the property address to get a pre-approval.
Q. Should I lock the interest rate and points on my mortgage loan?
A. Locking your rate protects you from rate increases. You may lock the rate for 30 or up to 45-days when submitting the loan application. If the loan is not funded within that time period, then the member must re-lock the loan at the prevailing rate. Re-locking will costs an additional fee. If the rate was not locked, then Premier America will use the rate that is in effect just prior to signing loan documents. If the rate decreases the member must use the rate that was locked in.
Q. Can title be held in my Trust?
A. Yes, you can hold title on your mortgage in the name of a Trust.
Q. What is the maximum number of properties that Premier will finance for one member?
A. Premier will lend on a maximum of 4 properties including the member's primary residence.
Q. Can Premier America utilize the recent property appraisal I paid for?
A. Unfortunately, we will not be able to use the appraisal. Law requires that the appraisal used on a mortgage be ordered and paid for by the lender making the loan.
Q. Is there any way to get a lower rate than what is being quoted?
A. Yes, you can select a product on the system with points which will reduce the loan rate. If the application was already submitted, a credit union employee in the Real Estate Department can assist you in changing the rate and point structure.
Q. Do I need to be a member of the Credit Union prior to putting in a mortgage loan application?
A. No, but you must be eligible to become a member. You can become a member anytime during the loan process.
Q. How much insurance coverage do I need on the dwelling?
A. The dwelling-coverage must be an amount equal to the loan amount or the policy must have "Replacement Cost Guarantee."
Q. Can I finance the fees and points on my loan?
A. A member can finance costs, including, but not limited to, discount points, lender fees, prepaid interest, and impounds, up to 5% of the loan balance and be considered a limited cash-out refinance which is treated like a no-cash-out loan.This feature enables the borrower to refinance a loan without having to pay points out-of-pocket, as long as the LTV limits are not exceeded.
Q. Where do I get today's real estate interest rates?
A. To view information on loan products and interest rates, click here, or from any page at www.premier.org click on "Apply for a Real Estate Loan" tab at the top of the page. This takes you into the loan information and application where you'll find useful tools and mortgage rates.
