Get Answers to Frequently Asked Banking Questions

You can choose a debit card design by logging in to your online banking account. Hover over the “Financial Tools” tab, and then, click “Order Debit Card.” Follow the prompts and select the debit card design of your choice — the green GECU Empowerment, El Paso Chihuahuas, or El Paso Locomotive FC Debit Card.⁷ You can visit any GECU location and speak to a representative to get an instant-issue debit card. A $5 fee applies to replacement debit cards that are instantly issued. Another option is to call 1.800.810.2252 and wait 7–10 days to get a replacement with no fee.

• We will begin investigating your dispute as soon as you notify us.
• We may close your account or card to prevent additional fraudulent activity.
• We may request you to provide and complete supplemental documentation.
• As determined by the investigation, GECU may issue a provisional credit to your account within 10 business days from the date that the dispute is initially received.
• If your claim is determined to be valid, the provisional credit that has been issued becomes permanent, and the claim will be closed and completed.
• If your claim is determined to be invalid, you must return the provisional credit and GECU will debit your account for the entire amount of the provisional credit.
• GECU follows regulatory requirements of time limits for investigations. Generally, the entire process could take up to 90 days for a fraud investigation and up to 120 days for a dispute investigation.
• Once the investigation is complete, you will be notified in writing.
• Remember that your GECU debit and credit card are backed by Mastercard^® Zero Liability.¹⁵

• We will begin investigating your dispute as soon as you notify us.¹²
• We may close your account or card to prevent additional fraudulent activity.
• We may request you to provide and complete supplemental documentation.
• As determined by the investigation, GECU may issue a provisional credit to your account within 10 business days from the date that the dispute is initially received.
• If your claim is determined to be valid, the provisional credit that has been issued becomes permanent, and the claim will be closed and completed.
• If your claim is determined to be invalid, you must return the provisional credit and GECU will debit your account for the entire amount of the provisional credit.
• GECU follows regulatory requirements of time limits for investigations. Generally, the entire process could take up to 90 days for a fraud investigation and up to 120 days for a dispute investigation.
• Once the investigation is complete, you will be notified in writing.
• Remember that your GECU debit and credit card are backed by Mastercard Zero Liability.¹⁵

Access your credit score and credit report using SavvyMoney⁸ in GECU Online Banking or the GECU Mobile App! Checking your credit report can help you protect your identity and ensure that your score is correct. Enroll now and see how SavvyMoney can help you!

HOW TO ENROLL IN SAVVYMONEY

1. Log in to GECU Online Banking or the mobile app.
2. Find the credit score widget in online banking and click “Show my score” or tap the “More” button in the mobile app and tap “Credit Score.”
3. Opt in and agree to the terms and conditions.
4. Start monitoring your credit score!

Our online banking services give you instant 24/7 access to your accounts and money — enroll today!

Signing up for online banking is easy! For first-time users, your member number is your user ID. Both your member number and password are provided to you during account opening.

If you forgot your user ID, you can easily reset it online. For any questions, please contact us by using the GECU Chat or by calling toll-free at 1.800.772.4328.

Our mobile banking services are a free,¹ convenient, easy-to-use and secure way to get 24/7 access to your accounts and money. Download the GECU Mobile App to your mobile devices today!

What can I do with the mobile app?

• • Check account balances
• • Transfer money to family and friends with Zelle^®
• • Make mobile check deposits²
• • Apply for loans and credit cards³
• • Make transfers between your GECU accounts
• • Pay your bills
• • Find your nearest GECU ATM or location

How do I get the mobile app?

Download the GECU Mobile App from the App Store.

Download the GECU Mobile App from Google Play.

We’re here to help you protect your accounts and reach your goals by giving you more control over your GECU debit and credit cards. Enrolling in Card Control¹² lets you decide when, where and how your cards are used. Enjoy some extra peace of mind and enroll in Card Control today!

• Turn misplaced cards on and off instantly
• Limit spending amounts
• Receive spending-limit alerts
• Restrict purchases based on location, merchant or specific items

Follow these simple steps to start controlling your debit and credit cards!

1. Log in to GECU Online Banking or the mobile app.
2. Find Card Control by clicking the “Text and Card Alerts” tab in online banking or by tapping the “More” button in the mobile app.
3. Agree to the terms and conditions.
4. View your active cards and start setting up your card controls — it’s that easy!

Access your credit score and credit report using SavvyMoney⁸ with GECU Online Banking or the GECU Mobile App! Checking your credit report can help you protect your identity and ensure that your score is correct. Enroll now and see how SavvyMoney can help you!

• Access your credit score and report
• Set up credit-monitoring alerts
• Get tips to improve your credit
• Learn how to manage your credit and finances
• Browse through financial education resources

HOW TO ENROLL IN SAVVYMONEY

1. Log in to GECU Online Banking or the mobile app.
2. Find the credit score widget in online banking and click “Show my score” or tap the “More” button in the mobile app and tap “Credit Score.”
3. Opt in and agree to the terms and conditions.
4. Start monitoring your credit score!

1. Log in to the mobile app.
2. Select “Send Money With Zelle^®” in the “More” tab.
3. Enroll your U.S. mobile phone number or email address.
4. Send money to almost anyone that you know and trust.

1. Log in to the GECU Mobile App.
2. Click the "More" tab, and then "Send Money with Zelle^®."
3. Click on the QR code icon displayed at the top of the screen.
4. Next, point your camera at the code to scan.
5. Confirm the name of the recipient you are sending money to.
6. Enter the amount you'd like to send, click "Review" and then click "Send."

Setting up automatic transfers with GECU Online Banking can help you develop a healthy savings habit or pay off loans!

Types of transfers that you can make with a GECU account:

Between your GECU accounts: Transfer money at any time between any of your GECU accounts.

Zelle^®: Use Zelle^® on the GECU Mobile App¹ to send money to friends, family and others you trust. Learn more about Zelle^®.

Electronic Cash Management (ECM): Make transfers from your accounts at other financial institutions to your GECU checking,⁶ savings or loan accounts. One-time funds transfer or loan payments from an external account can be charged a convenience fee of up to $15. Call toll-free at 1.800.772.4328 for more assistance.

Add your GECU debit cards and credit cards to the mobile wallet on your smartphone or smart watch for quick, easy and convenient on-the-go purchases.

Why should I add my debit and credit cards to my mobile wallet?

- Enjoy secure contactless payments in store and online

- Check out on online purchases quicker

- You can safely make purchases even if you forgot your card at home

Watch this video to learn more about how to use your GECU cards on your mobile wallet!

-Add payees

-Make payments

-Set up an eBill

-Set up due date reminders

-Keep track of bills in one place

-Review your account activity

-Make credit card payments

-View billing statements

-Transfer your high-interest-rate credit card balances to a GECU credit card

-Sign up to receive eStatements

Your account security is one of our main priorities! You can add an extra layer of safety when you set up account or text card alerts.

Account text alerts¹:
Sign up to receive online banking alerts via text message or email to be notified of large deposits or withdrawals, loan payment reminders, and balance updates on your accounts.

To create an account text alert, follow these steps:

1. Log in to online banking and click on the “Text & Card Alerts” tab.
2. Select “Account Text Alerts” from the drop-down menu.
3. Update your email and/or phone number and click “Activate.”
4. Enter the verification code sent to your mobile phone into the text alert agreement box and click “Accept.”
5. Check the box next to email and/or text according to your preferences.
6. You’re all set!

Transaction alerts service for credit and debit cards:
Set up custom alerts for certain transaction types and dollar amounts, international purchases, online and phone purchases when the card is not physically present and declined transactions on your GECU cards.

To create a card alert, follow these steps:

1. Log in to online banking and click on the “Text & Card Alerts” tab.
2. Select “Card Activity Alerts” from the drop-down menu.
3. Click the “Register/Manage” tab or button.
4. Enter your card number and follow the prompts.
5. You’re all set — you may update your alerts at any time!

Receive your monthly bank statements online and save $1 on mail statement fees!

GECU’s money management online-budgeting tool is easy to use! Track your expenses and build budgets that can help you save money and strengthen your financial skills.

Access our money management tool now! Log in to your GECU Online Banking account, hover over the “Financial Tools” tab and click on “Money Management.”

Start managing your money!

To maintain your account’s security and to enjoy the best-possible online banking experience, please make sure that your internet browser is up to date.

Supported browsers
Google Chrome
Mozilla Firefox
Apple Safari
Microsoft Edge

Learn more about our online banking experience.

Make check deposits on your time and on the go from anywhere you are!

You can deposit checks quickly and easily using our mobile app or at any of our real-time deposit-taking ATMs throughout El Paso, Texas.² Find your nearest GECU ATM location.

Watch this quick step-by-step video to learn how to easily deposit checks with our mobile app:

- Enjoy secure, contactless payments in-store and online

- Check out on online purchases quicker

- You can safely make purchases even if you forgot your card at home

We’re here to help you protect your accounts and reach your goals by giving you more control over your GECU debit and credit cards. Enrolling in Card Control¹² lets you decide when, where and how your cards are used. Enjoy some extra peace of mind and enroll in Card Control today!

• Turn misplaced cards on and off instantly
• Limit spending amounts
• Receive spending-limit alerts
• Restrict purchases based on location, merchant or specific items

Follow these simple steps to start controlling your debit and credit cards!

1. Log in to GECU Online Banking or the mobile app.
2. Find Card Control by clicking the “Text and Card Alerts” tab in online banking or by tapping the “More” button in the mobile app.
3. Agree to the terms and conditions.
4. View your active cards and start setting up your card controls — it’s that easy!

• We will begin investigating your dispute as soon as you notify us.
• We may close your account or card to prevent additional fraudulent activity.
• We may request you to provide and complete supplemental documentation.
• As determined by the investigation, GECU may issue a provisional credit to your account within 10 business days from the date that the dispute is initially received.
• If your claim is determined to be valid, the provisional credit that has been issued becomes permanent, and the claim will be closed and completed.
• If your claim is determined to be invalid, you must return the provisional credit and GECU will debit your account for the entire amount of the provisional credit.
• GECU follows regulatory requirements of time limits for investigations. Generally, the entire process could take up to 90 days for a fraud investigation and up to 120 days for a dispute investigation.
• Once the investigation is complete, you will be notified in writing.
• Remember that your GECU debit and credit card are backed by Mastercard^® Zero Liability.¹⁵

To report a lost or stolen debit or credit card, please call our card services department at 1.800.810.2252.

Make sure to keep an eye on your account and purchases by logging in to your online banking account or using the mobile app. If you need to dispute a transaction, let the card services department know when you report your card as lost or stolen.

For more information, call 1.800.772.4328 or chat with us now.

• We will begin investigating your dispute as soon as you notify us.
• We may close your account or card to prevent additional fraudulent activity.
• We may request you to provide and complete supplemental documentation.
• As determined by the investigation, GECU may issue a provisional credit to your account within 10 business days from the date that the dispute is initially received.
• If your claim is determined to be valid, the provisional credit that has been issued becomes permanent, and the claim will be closed and completed.
• If your claim is determined to be invalid, you must return the provisional credit and GECU will debit your account for the entire amount of the provisional credit.
• GECU follows regulatory requirements of time limits for investigations. Generally, the entire process could take up to 90 days for a fraud investigation and up to 120 days for a dispute investigation.  
• Once the investigation is complete, you will be notified in writing.
• Remember that your GECU debit and credit card are backed by Mastercard Zero Liability.¹⁴

Your account security is one of our main priorities! You can add an extra layer of safety when you set up card alerts.

Set up custom alerts for certain transaction types and dollar amounts, international purchases, and online and phone purchases when the card is not physically present, and declined transactions on your GECU cards.

To create a card alert, follow these steps:

1. Log in to your online banking account and click on the “Text & Card Alerts” tab.
2. Select “Card Activity Alerts” from the drop-down menu.
3. Click the “Register/Manage” tab or button.
4, Enter your card number and follow the prompts.
5. You’re all set — you may update your transaction alerts service at any time!

Make check deposits on your time and on the go from anywhere you are!

You can deposit checks quickly and easily using our mobile app or at any of our real-time deposit-taking ATMs throughout El Paso, Texas.² Check deposits are subject to the funds availability policy. Not available for GECU Second Chance Checking Accounts. Find your nearest GECU ATM.

Watch this quick step-by-step video to learn how to easily deposit checks with the GECU Mobile App.

1. Log in to your GECU Mobile App.
2. Select “Send money with Zelle^®” in the “More” tab.
3. Enroll your U.S. mobile phone number or email address.
4. Send money to the people you know and trust.

1. Log in to the GECU Mobile App.
2. Click the "More" tab, and then "Send money with Zelle^®."
3. Click on the QR code icon displayed at the top of the screen.
4. Next, point your camera at the code to scan.
5. Confirm the name of the recipient you are sending money to.
6. Enter the amount you'd like to send, click "Review" and then click "Send."

We understand that life happens! If you can’t make a loan payment, you may request to skip a loan payment¹¹ by filling out a loan extension application.

Once you fill out and submit the form, a loan officer will contact you. There is a processing fee of $15 to skip a loan payment.

To see if your loan qualifies for an extension or to get more information, call toll-free at 1.800.772.4328.

Making payments on your GECU loans or credit cards is seamless and convenient with online banking and the mobile app. Make the process even easier when you set up automatic payments — you’ll avoid late fees!

Make a payment now by logging in to your online banking or mobile banking account. Then, click or tap on the “Transfer” tab, select “Scheduled,” and follow the prompts.

• • The beneficiary financial institution’s name, physical address and routing number
• • The beneficiary account holder’s name, physical address and account number
• • Applicable outgoing or incoming wire transfer service fees apply

Web portal payments can be made with a credit or debit card. To use this service, you’ll need to create an account. To make your payment, you’ll need your member number, your date of birth and the last four digits of your Social Security number. There is a $5 convenience charge for this service. 

Pay-by-phone payments can be made using a touchtone phone. You’ll need your loan number and ZIP code to make your payment. There is a $5 convenience charge for this service. Please call toll-free at 1.800.772.4328, and press 2 to make a payment by phone.

You can set up a recurring payment from the account of your choice. There is a one-time charge of $5 for this service through the web portal. If you stop the recurring payment and set it up again at a later date, you will need to pay the convenience charge again. 

If you’d like to make a payment from an account at another financial institution through a GECU Contact Center representative, there is a $15 charge for each transaction.

• • The recipient’s name.

Setting up your direct deposit with us is easy and convenient!

How do I set up my direct deposit?

You’ll need to provide your employer with a direct deposit letter. Follow these simple steps to get your direct deposit letter.

1. Log in to your online banking account.

2. Hover over the “Financial Tools” tab, and then click on “Direct Deposit Letter.”

3. Verify that your information is correct (i.e., name and address).

4. Select the account type that you want your paycheck deposited into.

5. Select the account number.

6. Click “Print” and you’re all done!

You may print the letter or save it as a .PDF file to send electronically.

For questions, contact us by using our online chat or by calling toll-free at 1.800.772.4328.

Make cash and check deposits or withdrawals 24/7 at any real-time deposit-taking GECU ATM throughout El Paso, Texas,² or deposit cash at 1,500 Allpoint+ ATMs nationwide.¹⁰

There are also 80,000+ surcharge-free ATMs nationwide that you can use for withdrawals while you’re on the go.

Find your nearest GECU ATM.

Cash management is a convenient, reliable, and easy-to-use tool that helps you organize and manage the daily financial needs of your business 24/7!

Control your everyday business activities with:

• Bill Pay
• Wire transfers
• eStatements

To set up your online access for your cash-management account, call 1.800.772.4328. Get helpful tips and tools on how to access your cash-management account.

1. 1. Log in to your business account on GECU Online Banking.
2. 2. Hover over “Move Money” in the main navigation menu, and click “Make/Collect a payment.” 
3. 3. Click “Make Payments.” 
4. 4. Choose “Make a one-time payment” from the drop-down menu.
5. 5. Select the funding account and payment type, and then, type in a payment name.
6. 6. Type the beneficiary’s name, address, account number, a message to the beneficiary and the purpose of the wire transfer.
7. 7. Type the beneficiary’s bank routing number and message to the beneficiary financial institution. If included in your wire transfer instructions, type an intermediary bank routing number and account number.
8. 8. Type the wire transfer amount, select a delivery date and click “Continue to review.”
9. 9. Review the details, and then click “Pay” after ensuring that the information is accurate.

• • A full suite of credit card terminals
• • Next-day funding
• • Mobile-app and mobile-chip card readers
• • eCommerce and online processing
• • POS systems
• • 24/7 customer service
• • Easy online application process
• • Special low rates and fees

• • Viscount & Airway
• • Rojas & Zaragoza
• • Ysleta & Alameda
• • Mesa & Doniphan
• • Dyer & Diana
• • North Loop & Horizon Boulevard
• • Vista Del Sol & Yarbrough

Cashier's checks are a safe method to transfer money with payment guarantee for the payee.

•$5 fee for cashier's checks from a personal account

•$5 fee for cashier's checks from business accounts

Learn more by using our online chat.

Store your documents and other valuables in one of our safe deposit boxes!¹¹

Find a safe deposit box at the GECU Branch at Viscount and Airway, 7227 Viscount Blvd., located in El Paso, Texas. The hours of operation for safe deposit boxes are 9:30 a.m.–5 p.m. MST Monday–Friday, and 9 a.m.–noon MST on Saturdays.

We offer different safe deposit box sizes!

• • 3x5x22
• • 3x10x22
• • 5x10x22
• • 10x10x22

A medallion signature guarantee confirms your identity, signature and legal authority to transfer securities.

When moving securities to a new account like a 401(k); when transferring a share of stock as a gift to a child; or when the owner of the securities has passed away and ownership needs to be transferred to a court-appointed representative, a medallion signature guarantee is a common requirement.

We offer medallion signature guarantee services at the following locations in El Paso, Texas:

• • GECU Operations Center — 1225 Airway Blvd.
• • Viscount & Airway location — 7227 Viscount Blvd.
• • Rojas & Zaragoza location — 11987 Rojas Drive
• • Dyer & Diana location — 9435 Dyer St.

We work hard to help you in any way we can! You can make a wire transfer to or from another financial institution during the same business day if they are made before the cutoff time of noon MST Monday–Friday.

What do I need to request a wire transfer?

• • The beneficiary financial institution’s name, physical address and routing number
• • The beneficiary account holder’s name, physical address and account number

Applicable outgoing or incoming wire transfer service fees apply.

Call the contact center toll-free at 1.800.772.4328 or visit any GECU location to request a wire transfer.