Online Bill Pay Agreement

1. 1. In order to enroll in the Internet Banking Service:
      1. You must have an Eligible Account with this Credit Union.
      2. Your account with us must be in good standing.
      3. You must be 18 years of age or older.
      4. If you enroll for our bill payment services, you must also be a resident of the United States or its possessions.
   2. Hardware and Software Equipment Requirements:
      1. You must have a computer and Internet browser that will support 128 bit encryption.
      2. We recommend use of the most current, fully patched, versions of Internet browsers for accessing the Internet Banking Service.
      3. Some features of the Internet Banking Services may not be supported with older browsers.
      4. You will need Internet access through an Internet service provider (ISP).
      5. You will need access to a printer and/or other storage medium such as a hard drive for downloading information or printing disclosures.
      6. You will also need an external email address for the delivery of electronic notices and disclosures.
      7. You must maintain fully updated anti-virus protection on your computer at all times. Prior to enrolling in the Internet Banking Service and accepting the electronic version of this Agreement, you should verify that you have the required hardware and software necessary to access the Internet Banking Service and to retain a copy of this Agreement. If we revise hardware and software requirements, and if there is a material chance that impact your ability to access the Internet Banking Service, we will give you advance notice of these changes and provide you an opportunity to cancel the service and/or change your method of receiving electronic disclosures (e.g. change to paper format vs. an electronic format) without the imposition of any fees.

1. 1. 1. 1. Monthly account statements,
         2. Deposit account disclosures,
         3. Notices regarding changes in account terms and fees,
         4. Privacy notices
            The equipment necessary for accessing these types of disclosures electronically is described above in Section 3. With your acceptance below, you agree to accept this agreement and other Internet Banking related disclosures in an electronic format. You also agree and represent that you have the necessary equipment for accessing the Internet Banking Service and for viewing electronic disclosures. If you consent to receive electronic disclosures and later change your mind, you may withdraw your consent and change to paper delivery format. You can notify us of your intent to cancel electronic disclosures by:
            1. Sending us a letter to P.O. Box 5040, Pasadena, CA 91117
            2. Sending us a secure message through the Internet Banking Service, or
            3. By contacting us at this phone number: 800-537-8491. If you send us a secure message through the Internet Banking Service or write us a letter, please be sure to identify yourself and the applicable accounts. As part of the enrollment process, we may ask if you want to receive electronic only versions of your account statements (e-statements). If you enroll for e-statements and then later decide that you want to receive paper statements, you can “opt-out” of electronic delivery on the “Statements” page within the Internet Banking Service. After your opt-out request is processed, you will begin receiving paper copies of account statements and additional charges may apply. If you enroll for e-statements and then later close your accounts with First Financial Credit Union, your access to the Internet Banking Service will also be terminated. You may request paper copies of historical statements at the address listed above. You should print or save a copy of all disclosures delivered electronically. Internet banking customers may request paper copies of disclosures such as this Internet Banking Agreement free of charge.

1. Access ID – means an Access Identification Code used to access the Internet Banking Service
2. Agreement – refers to these terms and conditions of the Internet Banking Service.
3. Authorized User – is any person you allow to use the Service, your Passcode or other means to access your online accounts.
4. Billing Account – is the checking account from which all Internet Banking and bill payment related fees will be automatically debited.
5. Bill Inbox – refers to the list of the bills that you must approve before we will send a payment and any notices from your payees.
6. Business Day – is any calendar day other than Saturday, Sunday, or any holiday recognized by the Federal Reserve Bank. Bill payments are processed on all Business Days that both the Federal Reserve Bank and the US Postal System are open and operating for business.
7. Business Day Cutoff – refers to the cut-off time for posting purposes. Our primary banking offices are located in West Covina, CA and our business day is based on the Pacific Standard time zone. For posting purposes, we will process online banking transactions completed by 7:00pm Pacific Standard on the same Business Day. Transactions completed after 9:00 Pacific Standard, including transfers, may be processed on the following Business Day. Bill payment cut-off times may differ and are further detailed within this Agreement.
8. Consumer – Refers to a natural person who owns or holds an account at First Financial Credit Union that is used primarily for personal, family or household purposes.
9. Due Date – the consumer defines the date the payment is due; typically, this is the date reflected on your payee’s statement for which the bill payment is due.
10. E-bills – refers to any bill that you receive in your bill inbox. If you enroll for E-bills, you may receive one of the following types of electronic bills or statements:* The first type is an electronic bill that we receive from one of your Payees and which we redirect to you.
    * The second type is a bill we retrieve from your Payee’s website and present to you electronically.
11. Eligible Accounts – refer to accounts eligible for access through the Internet Banking Service. You may request online access to any account that you own at this Institution or to any account at this Institution upon which you are an authorized signer. If you or your Authorized Users desire features of the Internet Banking Service that allow you to initiate bill payments, transfers, ACH transactions, or otherwise remove funds from an Eligible Account, you must have the required withdrawal authority over the relevant Eligible Account(s). Only checking accounts may be eligible for bill payment privileges. We may make additional accounts available for bill payment services from time-to-time as allowed by law or our bill payment Service Provider. When using the Internet Banking Service, you agree to keep sufficient balances in your Eligible Account(s) to cover all transactions requested by any Authorized User and to cover any applicable fee(s) related to the Internet Banking Service.
12. Funding Account – is the checking account from which bill payments will be debited. You must be a legal owner of any funding account registered for the Service.
13. Joint Accounts – If the accounts added to the Service are jointly held or have multiple signers, you agree that access to the information and all transactions initiated by the use of your Access ID and Passcode are authorized unless we have been notified to cancel the Service. If joint account holders use individual Access IDs, the Service may be identified as two separate Services and you may be charged for the use of two (2) Access IDs. Transaction history is maintained for each Access ID.
14. Payment Due Date – refers to the date by which the Payee requires payment from the customer
15. Passcode – means your password, that is known solely by you and not by us or our service providers, that you use to access the Internet Banking Service.
16. Payee – A Payee is the person or entity to which you wish a bill payment to be directed or the person, company or organization from which you receive electronic bills as the case may be.
17. Service Provider – includes any agent, licensor, independent contractor or subcontractor that this Credit Union may involve in the provision of Internet banking, bill payments and/or E-Bill services.
18. you and your – refer to the person(s) subscribing to or using the Internet Banking Service, owner of the Eligible Accounts and any Authorized Users that such person allows.
19. we, us, or our – As used within this Agreement, refer to First Financial Credit Union and any agent, independent contractor, Service Provider, sub-contractor, licensor, designee, or assignee that First Financial Credit Union may involve in the provision of the Internet Banking Service.

1. Up to 18 months of complete Internet transactional detail and history
2. Account Inquiries for balances, rates, etc.
3. Copies of monthly Account Statements
4. Transfers between your Eligible Accounts at this Credit Union
5. Secure emails through the Internet Banking Service’s messaging system
6. View loan and/or credit card balances
7. Payments to loans at this Credit Union
8. Online purchase of savings bonds
9. Online check reorders
10. Transaction downloads. You can use the Internet Banking Service seven days a week, 24 hours a day, although some or all features may not be available occasionally due to emergencies or scheduled system maintenance. Access to the Internet Banking Service may be slower at times due to high Internet traffic or other factors beyond our control.

1. 1. Secure Emails and Other User Services. Check Reorders, Address Change, Order Documents, Secure email & Secure File Delivery Services. You may use the secure mail or messaging features of the Internet Banking Service to submit an address change, and/or to request documents. The secure messaging feature may also be used for secure file delivery to this Institution. Generally, requests received through the secure email feature will be processed within one (1) to two (2) Business Days. For urgent requests, we recommend that you contact our Internet Banking Department. In the User Services section of Internet Banking Product, we also offer a direct link for check reorders and this link will securely submit your reorder request directly to the check printer. You may also request bill payment services and the addition or removal of a Linked Account through the User Services menu. There may be additional fees associated with some of these services, such as when you reorder checks through the Internet Banking Service or request additional features. Fees will be disclosed in our fee schedule and/or at the time of your request.

1. 1. Basic Internet Banking Service: (view balances and account transfers) – No charge
   2. Bill Pay: – No Charge. You are responsible for any and all fees assessed by your Internet service provider, telephone or mobile device carrier. Any applicable fees will be charged regardless of whether the Internet Banking Service was used during the billing cycle. You agree to pay all such charges and authorize us to deduct the charges from your Eligible Account and any additional charges that may be incurred by you. Any fees associated with your standard deposit account(s), as described in our Fee Schedule will continue to apply

1. 1. estatements@ffcu.org
   2. mycu@ffcu.org
   3. ebranch@ffcu.org
   4. pm.escalation@metavante.com

From time-to-time we may also send emails marketing various features of the Internet Banking Service; however, we will never ask you to provide any personal or account information in response to an email from this Institution.

Account Balances: Balances shown in your accounts may include deposits subject to verification by us. The balance reflected in the Internet Banking Service may differ from your records due to deposits in progress, checks outstanding, or other withdrawals, payments or charges. A transfer request may not result in immediate availability because of the time required to process the request. A transfer request must be made before the Business Day Cut-off time to be effective the same Business Day. The balances within the Internet Banking Service are updated periodically and will display the most current “as of” date on the “accounts summary page”. There may be situations that cause a delay in an update of your balances. In these situations, the Internet Banking Service will use the most current balance available at the time of a transaction to base our approval for account transfers.

Canceling or Changing Transfers: You cannot cancel a transfer after it has been entered into the system AND the information has been processed and/or transmitted to us for processing. However, you can edit or change a transfer that is still “pending”. In order to cancel or change a pending transfer that has not been submitted to us for processing, use the following procedures:

1. 1. Log in and make edits to the appropriate transaction.
   2. Edits must be made before 7:00pm for transactions to be processed the same Business Day
   3. You may edit a pre-scheduled (future dated/automatic) transaction anytime before 7:00pm on the Business Day before the scheduled transfer or payment date.
   4. For transfers, you can change the transfer amount to $0.00, or
   5. If you accidentally transfer funds, you can schedule another transfer to move funds to back to the original account. If you need to edit a pending transaction after-cut-off time, please contact us immediately; although in these situations, we may not have sufficient time to stop transactions from further processing. Separate agreements detail the required time-frames for submitting and making changes to ACH transactions and wire transfer requests.

1. 1. Set-Up Payees: It is easy to pay bills online. Simply set up your payments by choosing from the database of vendors (Payees) that already exist, or by entering necessary information to schedule a payment. We maintain a large vendor database of regional or national Payees to make this process quicker and easier. We can process payments to Payees that have a US Postal address.
   2. Bill Payment Transaction Limits: Our bill payment Service Provider limits daily bill payment to a single Payee to $6,000 and all bill payment transactions for a single day to $12,000. Otherwise, there is no limit to whom you pay or how many Payees you may establish. We reserve the right to refuse to pay any Payee to whom you may direct a payment. Our Service Provider may notify you if it decides to refuse to pay a Payee designated by you.
   3. Payment Methods: Payments that you make through the Internet Banking Service are processed either electronically or by check. Our bill payment Service Provider reserves the right to select the method in which funds will be remitted on your behalf to the Payee. Payment processing for electronic payments typically begins at least two Business Days prior to the Due Date. Payment processing for check remittance usually begins at least four Business Days prior to the Due Date.
   4. Scheduling Payments: When scheduling a bill payment, the earliest possible payment date for each Payee will be displayed within the Service. You should schedule bill payments in sufficient time to be delivered by the due date on your payee’s statement. When you select a payment “Due Date”, the bill payment Service Provider calculates a “deliver by” date. The payment will be delivered to the Payee by the scheduled Due Date. The system will not allow you to schedule a bill payment on a non-business day. After the payment has been scheduled, the bill payment Service Provider begins processing the payment so that it will arrive on the scheduled Due Date. For automatic payments, if the Due Date for one of the payments falls on a non-business day, the system will automatically adjust the Due Date for that specific payment to the previous Business Day. If an end-date is not entered for automatic payments, the system will default to “unlimited”. Scheduled bill payments will be charged to your account on the Due Date that you have selected for the payment. Our system assumes the Payee will promptly process the payment on the Business Day it is received. Any delays caused by the Payee would result in additional days before the payment would show on their records. The bill payment features of the Internet Banking Service will allow you to see a history of all the payments made from your accounts for the past 24 months.
   5. Bill Payment Guarantee: We will reimburse you up to $50 per payment for any late payment fees or penalties you are charged as a result of the Payee/Vendor not receiving a payment by the Due Date if all of the following apply:
      1. If you scheduled the payment to be sent at least 5-business days prior to the due date. This applies regardless of whether the payment is sent electronically or by check.
      2. If correct information was provided to us about the Payee (name, address, account number and amount).
      3. If your account had sufficient funds to complete the payment or transfer on the scheduled payment date.
      4. If the Payee was a business Payee.
      5. If the Payee assessed late payment fees or penalties due to the delay of this payment.
      6. If you did not receive notice from us, our Service Provider(s), or the Payee at least 10 calendar days prior to your scheduled payment that would have alerted you to a problem processing payments through our Internet Banking Service. In no event shall we be liable for damages in excess of your actual loss due to our failure to complete a transaction and we will not be liable for any incidental, exemplary, punitive or consequential damages.
   6. Prohibited Payments: Payments to Payees outside of the United States are prohibited and may not be issued under any circumstances. Payments to Internet gambling sites are prohibited through the Service. Deposit payments to personal/private bank accounts are prohibited as they are not payments to creditors or businesses. Tax payments to state, federal, or local tax agencies, court ordered payments and payments to insurance companies may be scheduled through the Internet Banking Service; however, such payments are discouraged and are scheduled at your own risk. In no event shall FI or its Service Provider(s) be liable for any claims or damages resulting from you scheduling these types of payments. The bill payment service guarantee, as it applies to any late payment related charges, is void for these types of payments if scheduled and/or processed by the Internet Banking Service. We reserve the right to refuse to pay any Payee to whom you may direct a payment in our sole discretion and as may be required by law. We will notify you if we decide to refuse to pay a Payee designated by you; however, this notification is not required if you attempt to make a prohibited payment under this Agreement.
   7. Payment Authorization and Payment Remittance: By providing the Service with names and account information of Payees to whom you wish to direct payments, you authorize us to follow the payment instructions received through the Service. In order to process payments more efficiently and effectively, our Service Provider may edit or alter payment data or data formats in accordance with payee directives. When you schedule a payment through the Service, you are authorizing our bill payment Service Provider to debit your Funding Account and remit funds on your behalf so that the funds arrive as close as reasonably possible to the Due Date designated by you. You also authorize our bill payment Service Provider to credit your Funding Account for payments returned to us by the United States Postal Service or Payee. We may also credit your Funding Account when payments are remitted to you on behalf of another Authorized User of the Service.
   8. Returned Payments: In using the Service, you understand that Payees and/or the United States Postal Service may return bill payments to our Service Provider for various reasons such as, but not limited to, Payee’s forwarding address expired; Payee account number is not valid; Payee is unable to locate account; or Payee account is paid in full. In these situations, our bill payment Service Provider will perform reasonable research and correct the returned payment or the Service Provider will void the payment and credit your Payment Account. The member is responsible to respond to emails from Metavante or the current First Financial bill payment provider to resolve any issue with payments.
   9. Failed Transactions: In using the Service, you are requesting us to make payments for you from your Funding Account. If we are unable to complete the transaction for any reason associated with your Funding Account (for example, if there are insufficient funds in your Funding Account to cover the transaction), the transaction will not be completed and we shall not be liable for failing to complete the transaction. In some instances, you may also receive a return notice from the Service.
   10. Bill Payment Information Authorization: Requests for bill payment privileges may not be fulfilled if this Credit Union and/or its Service Provider(s) cannot verify your identity and withdrawal authority over the specified accounts. In addition, you agree that this Credit Union and its Service Providers reserve the right to obtain financial information regarding your account from a Payee or other source when necessary to resolve payment posting problems or for verification purposes.

1. 1. 1. Activation: Upon activation of the E-Bill feature, our Service Provider may notify the Payee of your request to receive electronic billing information. The presentment of your first electronic bill may vary from Payee to Payee and may take up to sixty (60) days, depending on the billing cycle of each Payee. Additionally, the ability to receive a paper copy of your statement(s) is at the sole discretion of the Payee. While your E-Bill feature is being activated it is your responsibility to keep your accounts current. Each Payee reserves the right to accept or deny your request to receive electronic bills.
      2. Information Provided to the Payee: We are unable to update or change your personal or business information such as, but not limited to, name, address, phone numbers and email addresses with the Payee. Any changes will need to be made by you; contact the Payee directly. Additionally, it is your responsibility to maintain all usernames and passwords for all Payee sites. You also agree not to use someone else’s information to gain unauthorized access to another person’s or company’s bill. Our Service Provider may, at the request of the Payee, provide to the Payee your email address, system address, or other data specifically requested by the Payee at the time of activating E-Bills, for purposes of the Payee informing you about service and/or bill information.
      3. Notification of Bill Delivery: Our bill payment Service Provider will use its best efforts to present all of your E-Bills promptly. In addition to notification within the system, our Service Provider may send an email notification to the email address listed for your account. It is your sole responsibility to ensure that this email address information is accurate. In the event you do not receive notification of a bill, it is your responsibility to periodically logon to the system and check on the delivery of new E-Bills. The time for notification may vary from Payee to Payee. You are responsible for ensuring timely payment of all bills.
      4. Cancellation of E-Bills: The Payee reserves the right to cancel the presentment of E-Bills at any time. You may also cancel E-Bills at any time. The timeframe for cancellation of your E-Bills may vary from Payee to Payee. It may take up to sixty (60) days, depending on the billing cycle of each Payee. Our bill payment Service Provider will notify your Payee(s) as to the change in status of your account and it is your sole responsibility to make arrangements for an alternative form of bill delivery. We will not be responsible for presenting any E-Bills that are already in process at the time of cancellation.
      5. Non-Delivery of E-Bills: You agree to hold harmless, this Credit Union and its Service Providers should the Payee fail to deliver your statement(s). You are responsible for ensuring timely payment of all bills. Copies of previously delivered bills must be requested from the Payee directly.
      6. Accuracy and Dispute of Electronic Bill: Neither this Credit Union nor its Service Providers are responsible for the accuracy of your E-Bill(s). First Financial Credit Union and its Service Providers are only responsible for presenting the information received from the Payee. Any discrepancies or disputes regarding the accuracy of your electronic bill summary or detail must be addressed with the Payee directly. This Agreement does not alter your liability or obligations that currently exist between you and your Payees.

1. 1. 1. 1. Where it is necessary for completing transactions you have requested;
         2. Where it is necessary for activating additional services you have requested;
         3. In order to verify the existence and condition of your account to an authorized third party, such as a credit bureau or payee;
         4. In order to comply with a governmental agency or court orders; or
         5. If you give us your written permission. Please refer to our privacy notice for additional detail on disclosure of account information.

1. You should carefully select a Passcode that is difficult to guess.
2. You should not use words based on your name, address or other personal information.
3. Special characters may be used to increase security.
4. Do NOT use dictionary words.
5. Keep your Passcode safe.
6. Memorize your Passcode and do NOT write it down.
7. You should also change your Passcode occasionally, such as every 90 days.
8. Passcodes should not be shared with anyone.
9. The “Help” link within the Internet Banking Service will offer tips on choosing a secure Passcode that you can remember. When you enroll for the Internet Banking Service you agree to change your Passcode immediately if you suspect that your Passcode has been compromised. This can be done at any time from the “User Services” menu after you log on to the Internet Banking Service. Neither this Institution nor its Service Providers will contact you by telephone, email or text messaging requesting personal information, such as your Access ID Passcode, credit card number, ATM Card Number or ATM PIN. If you are contacted by anyone requesting this type of information, do not provide any information and contact our Internet Banking Department immediately. Encryption – The Internet Banking Service uses the Secure Socket Layer (SSL) encryption technology for everything you do while using Internet banking. Your browser automatically activates this technology when it attempts to connect to our Internet Banking Service. The Internet Banking Service requires a browser that supports 128-bit encryption and we will warn you if your browser does not meet this requirement. Whenever SSL is securing your communications, the browser will typically indicate this secure session by changing the appearance of a small icon of a padlock at the bottom of the screen from “open” to “locked”. What this means to you is that your communications are scrambled from your browser to our servers at all times so no unauthorized party can read the information as it is carried over the Internet.Certificate Authority – The servers hosting the Internet Banking Service have been certified by a Certificate Authority to assure you that you are actually talking to the Internet Banking Service instead of someone pretending to be us. By clicking on the lock within the Internet Banking Service, you can view the certificate to ensure it is valid. Cookies – During your use of the Internet Banking Service, our Internet banking Service Provider will pass an encrypted session cookie to your computer that enables us to process multiple transactions during the session without having to provide an Access ID and Passcode for each individual transaction. You must accept this cookie to use the Internet Banking Service. The session cookie is stored on your computer’s hard-drive, identifying your computer while you are logged on. The session cookie does not contain any personal information. When you log off, close your browser, or turn off your machine, the session cookie will be destroyed. A new cookie is used for each session; thus, no one can use the prior cookie to access your account. Our Service Provider also uses persistent or “permanent” cookies to identify this Institution and your computer as part of our enhanced security. The permanent cookies will remain on your computer’s hard drive until you clear cookies with your browser. If you do not accept these cookies, you may not be able to use all the features of the Internet Banking Service.Multi-Level Authentication – We use multi-level authentication (or enhanced security) to help prevent unauthorized access to your accounts. As part of our enhanced security solution we may ask you to select challenge questions which may be used to help verify your identity in the event unusual login or transaction activity is detected. We may also send you a One Time PIN (OTP) which can be used to help authenticate your login or transaction requests.

1. 1. All Authorized Users should sign-off after every session. While online sessions will automatically end after a period of inactivity, logging off can help protect you in case you accidentally leave your computer unattended.
   2. Refrain from using public computers (e.g. computers in a library, Internet café or hotel business center) to access your online banking accounts. The security of public or shared computers cannot be assured.
   3. Always keep your computer’s operating system and browser fully patched for critical security issues. We recommend use of the most current, fully patched, versions of Internet browsers for accessing the Internet Banking Service.
   4. Always keep your anti-virus and anti-spyware software current and routinely scan your computer, servers, and electronic media using reliable virus detection and anti-spyware products. Undetected or un-repaired viruses or malicious software (malware) may affect the affect the performance of your computer, corrupt and destroy your programs, files, and even your hardware. Furthermore, undetected or un-repaired viruses or malware may affect the security of online accounts and the privacy of personal information stored on your computer. If your computer is compromised by some form of malware, virus, or Trojan, you could unintentionally transmit sensitive account information or personal data to another third party or transmit a virus to other computers.
   5. Always use a firewall product (hardware and/or software), especially if you have a broadband Internet connection such as DSL or cable modem.
   6. If you use a wireless Internet connection to access your online accounts, make sure that the wireless network is encrypted. Occasionally we may post important security notices on our website and/or send online banking users security related notices or reminders. It is your responsibility to read all security notices.

1. 1. If, through no fault of ours, your Eligible Account(s) and/or Funding Account does not contain sufficient funds to complete the transaction or the transaction would exceed the credit limit of your overdraft account (if applicable);
   2. The Internet Banking Service and/or the payment processing center is not working properly and you know or have been advised by this Institution and/or its Service Providers about the malfunction before you execute the transaction;
   3. You have not provided us with the correct bill payment Funding Account information, or the correct name, address, phone number, or account information for the Payee;
   4. Your Eligible Account(s), including either your bill payment Funding Account or Billing Account, is closed;
   5. If your computer, software, telecommunication lines were not working properly and this problem should have been apparent to you when you attempted the transaction;
   6. It can be shown that the Payee received a bill payment within the normal delivery timeframe and failed to process the bill payment through no fault of ours;
   7. The payment or transaction request involves funds subject to hold, dispute, restriction, or legal process we believe prevents their withdrawal;
   8. We have reason to believe that a bill payment or other transaction request may not be authorized by you or any third party whose authorization we believe is necessary; and/or
   9. Circumstances beyond our control (such as, but not limited to, fire, flood, or interference from an outside force or third party) prevent the proper execution of the transaction and we have taken reasonable precautions to avoid those circumstances.
   10. FFCU maintains the right, at any time, to edit or cancel any pending payments and prescheduled payments, and to limit, restrict, or completely block access to online banking, bill payment service and eStatements service in the event of suspected fraud, potential fraud, account abuse, or upon receiving notice of death of the Primary Accountholder.Provided none of the foregoing exceptions are applicable, if we cause an incorrect amount of funds to be removed from any of your Eligible Account(s)or if we cause funds from your accounts to be directed to a Payee, which does not comply with your payment instructions. This Credit Union and/or its Service Providers shall be responsible for returning the improperly transferred funds to your Eligible Account, and for directing to the proper Payee any previously misdirected transactions, and, if applicable, any late payment related charges.

1. 1. Telephone us at 800-537-8491 during customer service hours;
   2. Contact us by using the secure messaging feature within the Internet Banking Service; or
   3. Write to us at estatements@ffcu.org if you think your statement is incorrect or you need more information about an electronic transfer or bill payment transaction listed on the statement, we must hear from you no later than sixty (60) days after the FIRST statement was sent to you on which the problem or error appears. You must:
      1. Tell us your name, relevant account number(s), and Access ID;
      2. Describe the error or the transaction in question, and explain as clearly as possible why you believe it is an error or why you need more information; and,
      3. Tell us the dollar amount of the suspected error. If you tell us verbally, we may require that you send your complaint in writing within ten (10) Business Days after your verbal notification. We will tell you the results of our investigation within ten (10) Business Days after we hear from you, and will correct any error promptly. However, if we require more time to confirm the nature of your complaint or question, we reserve the right to take up to forty-five (45) days to complete our investigation. If we decide to do this, we will provisionally credit your account within ten (10) Business Days for the amount you think is in error. If we ask you to submit your complaint or question in writing and we do not receive it within ten (10) Business Days, we may not provisionally credit your account. For errors regarding electronic transactions on new consumer accounts, we may take up to 90 days to investigate your complaint or question. We may take up to 20 Business Days to provisionally credit a new account for the amount you think is in error.If it is determined there was no error, we will mail you a written explanation within three (3) Business Days after completion of our investigation. You may ask for copies of documents used in our investigation. We may revoke any provisional credit provided to you if we find an error did not occur.
   4. Consumer Liability for Unauthorized Transfers: Tell us AT ONCE if you believe your Access ID or Passcode has been lost, stolen or otherwise compromised. Telephoning is the best way of minimizing your possible losses. Delay in notification could cause you to lose all the money in your account (plus your maximum overdraft line of credit if applicable). If you tell us within two (2) Business Days after you discover your password or other means to access your account has been lost or stolen, your liability is no more than $50.00 should someone access your account without your permission. If you do not tell us within two (2) Business Days after you learn of such loss or theft, and we can prove that we could have prevented the unauthorized use of your password or other means to access your account if you had told us, you could be liable for as much as $500.00. If your monthly account statement contains transfers that you did not authorize, you must tell us at once. If you do not tell us within sixty (60) days after the statement was sent to you, you may lose any amount transferred without your authorization after the sixty (60) days if we can prove that we could have stopped someone from taking the money had you told us in time. If a good reason (such as a long trip or a hospital stay) prevented you from telling us, we may extend the period.