Member's Manual and FAQ
Key Federal Credit Union
Serving the health care industry since 1966
Transfers Account ATM Cards Bill Pay Internet Access (MIA) Loans Locations/Hours
Can I do transactions on my account with Key FCU at other credit unions?
If you do not see what you are looking for, please click here and let us know.
Phone Access (MATT)
How do I talk to person and not an automated phone system?
How do I report problems with M.A.T.T.?
I'm getting the message account information is unavailable.
Transferring Funds Between Accounts
Is my account setup for transfers?
Why am I limited to 6 transfers a month?
How do I join the Credit Union?
How do I open a checking account?
How do I open a Christmas or Vacation club account?
How much is my account insured for?
How do I place a stop payment on a check?
Where can I make a deposit after hours?
What are your current savings. CD's, and loan rates?
Can I email, fax or phone an address change request?
What do I do if I forget my ATM pin number?
What is the daily withdrawal limit for my ATM card?
What do I do if my ATM/POS is lost or stolen?
Will I be charged for ATM transactions?
Is your Bill Pay service free?
How do I report the website is down or a webpage is not available?
Are MIA (Members Internet Access) and Bill Pay safe and secure?
What is Two Factor Authentication?
What do I do if I Get Locked Out of my Online Account?
How do I get setup for MIA services?
How do I setup or stop Automatic Recurring Transfers?
What is my member number on MIA?
Why is my Online Profile Important and What is it used for?
How do I reset my MIA password?
How do I transfer money between accounts in using MIA?
Why did I get charged a NSF or ODP fee when I transferred the funds on MIA?
I am having problems logging into MIA. What can I do?
How do I print my online e-statement?
What kind of loans do you offer?
Can I check my loan payment information online?
Where are your offices located?
What are your hours of operation?
Can I do transactions on my account with Key FCU at other credit unions?
Yes, but not all credit unions. They have to be a member of the Shared Credit Union Service Center Network just as Key FCU is. As of this writing there are over 2,440 service centers and some are open on Saturday. You can call 1-800-919-CUSC (2872) to find a branch near you or you can click on this link to do an online search for a branch near you.
It is very important that you know your account number because the service centers do not have the ability to look up your account number by your social security number or name.
They can not do transactions on restricted accounts such as IRA accounts, vacation accounts, Christmas accounts, and CD's. They can not take MasterCard payments, but you can make your MasterCard payment online. Click here for more information on MasterCard online.
You can cash checks, make deposits, make withdrawals by Cash or Check (Some cash limits may apply), make loan payments, make transfers from and to any account, purchase Money Orders, Travelers Checks, and Official Checks, and make balance inquiries.
How do I talk to person and not an automated system?
During normal business hours (9:30 AM to 5:30 PM Monday through Friday) call (713) 715-4200 or (888) 900-9400 when the auto attendant answers select option 5. Option 5 is always answered by a credit union employee who will help you or transfer your call to the department that can help you..
All members are automatically setup to check their balances on the automated system which we call M.A.T.T. To get your balances call (713) 715-4200 option 4 or (888) 900-9400 option 4. Click here for detailed M.A.T.T. instructions You can also sign up M.I.A. our online access. Click here for more information on M.I.A.
M.A.T.T. is an acronym for Member Automated Telephone Transactions and is our automated system . Click here for more information on M.A.T.T.
How do report problems with M.A.T.T.?
If you are having problems during normal business hours, please call (713) 715-4200 press 5 when the auto attendant answers or (888) 900-9400 press 5 when the auto attendant answers. After hours call (713) 715-4200 press 9 when the auto attendant answers or (888) 900-9400 press 9 when the auto attendant answers. Leave a message with your name, account number, phone number, and a brief description of the problem. We do check for messages after hours and on weekends. This is for technical help with the Internet (MIA) or phone system (MATT) only. You can also use our recommended secure encrypted email. The link for the secure email is https://www.keyfcu.org/smtpemail/email-TechSupport.aspx or use regular email (not recommended) to contact our I.T. Manager. His email address is listed below:
I'm getting the message account information is unavailable.
M.A.T.T. should always be available during business hours 9:30 AM to 5:30 PM Monday through Friday, if it is not available please report the problem to us. M.A.T.T. is usually available 24/7 however there are periods when the data processor takes M.A.T.T. offline. The data processor takes M.A.T.T. offline for 30 minutes to an hour every business day between 5:30 and 8 PM to run end of day. When the data processor runs end of month, it could be longer if it is the last day of the month or it is a Friday and it is the last business of the month. The data processor may run end of month on a Saturday and if they do they will take M.A.T.T. offline. If you get this message during normal business hours you need to report the problem, please call (713) 715-4200 option 5 or (888) 900-9400 option 5. After hours call (713) 715-4200 option 9 or (888) 900-9400 option 9.
Is my account setup for
transfers?
There are three ways to transfer funds between
accounts. (1) Call your branch or the Main Office at (713) 715-4200
press 5 when the auto attendant answers or (888) 900-9400 press 5 when
the auto attendant answers. It's very easy to get your balances
because everyone can get their balances using M.I.A. (Member's Internet
Access) or M.A.T.T. (Member's Automated Telephone Transactions). (2)
To use M.I.A. (accounts are not automatically setup). Stop by your local
branch and complete the application or
click here for the instructions
and the online application. (3) To use M.A.T.T. (accounts are not
automatically setup for transfers). If you have not submitted an
application you will not be able to transfer between accounts using
M.A.T.T. . Stop by your local branch to complete the
application or click here for
the application. Please do not forget to sign the application.
Why am I limited to 6
transfers a month?
There is no limit on transfers from any account when
they are made in person and from a checking account no matter how they
are made. There is a limit of 6 electronic transfers a month from
savings accounts. Transfers by phone, the Internet, and over draft
protection are considered electronic transfers.
Federal Regulation E only allows for 6 electronic transfers from a savings account. If a financial institution allows unlimited transfers then the Feds say this is a transaction account just like a checking account and must be reserved against. If they audit us and we are not enforcing this then they can classify the savings accounts as transaction accounts and require that a large reserved deposit be placed at the Federal Reserve. The deposit is in a non interest bearing account with a Federal Reserve Bank, which would be a large expense for the credit union. They can also levy steep fines.
1. Any one working in the medical or health care industry in the following counties or parishes: Harris, Ft. Bend, Brazoria, Galveston, Chambers, Jefferson, Montgomery and Orange Counties, Texas, and Calcasieu and Rapides Parishes, Louisiana.
2. Employees of the Credit Union.
3. Persons retired as pensioners or annuitant from the above employment.
4. Spouses of persons who died while in the field of membership of this credit union.
5. Members immediate family and members of their household.
6. Organizations of above employment.
Click here for the exact wording of our field of membership.
How do I join the Credit Union?
Stop by one of our offices. You will need your employer’s ID badge or check stub if you do not have ID badge, your social security card, and your driver’s license. You will need $51, one dollar is a one time membership fee and $50 will be deposited in your account. It possible to open with $11, if your employer offers payroll deductions or direct deposits, and you start a payroll deduction or direct deposit to build your account to the minimum $50 balance.
How do I open a checking account?
To open a checking account with Key Federal Credit Union, you will need to speak to one of our friendly Member Services Representatives at any one of our convenient office locations or by phone at (713) 715-4200 option 5 or (888) 900-9400 option 5.
How do I open a Christmas or Vacation club account?
To open a Christmas club or Vacation account with Key Federal Credit Union, you will need to speak to one of our friendly Member Services Representatives at any one of our convenient office locations or by phone at (713) 715-4200 option 5 or (888) 900-9400 option 5.
How much is my account insured for?
Your account is insured through the NCUA, an agency of the federal government for up to $100,000. IRAs and Roth IRAs are now insured separately in the aggregate to $250,000. Read NCUA’s Special Bulletin.
How
do I place a stop payment on a check?
Contact Member Services at (713) 715-4200 option 5 or (888) 900-9400 option 5or stop by any one of our office locations.
Where can I make a deposit after hours?
You can make after hour deposits at our main office or at over 2440 shared service centers nationwide many are open on Saturdays. Click here to locate a service center.
What are your current savings, CD's, and loan rates?
Please visit one of our offices or contact us at (713) 715-4200 option 5 or (888) 900-9400 option 5 for current rates.
Can I email, fax or phone an address change request?
For security reasons, we do not accept address change
requests via email, fax or over the phone. You can fill out the change of
address form and mail it to or drop it by
one of our convenient locations or mail it to Key
FCU, 8582 Katy Freeway, Suite 101, Houston, TX 77024.
Click here for the change of
address form.
You can apply for an ATM by completing an application at any one of our convenient offices or you can fill out the application online (Adobe Reader Required), print it, and mail it to us. Click here for the online ATM card application. You may also contact Member Services at (713) 715-4200 option 5 or (888) 900-9400 option 5 or your local branch office and request an application by mail and you can return it to us by mail.
What do I do if I forget my ATM pin number?
If you forget your ATM pin number, you will need to
complete a Pin Change Request at any one of our
office locations; you may also
contact Member Services at (713) 715-4200 option 5 or (888) 900-9400 option 5
and request the form by mail. Click
here for the Pin Change Request.
What is the daily withdrawal limit for my ATM card?
Contact Member Services at (713) 715-4200 option 5 or (888) 900-9400 option 5, for the daily withdrawal limit on your ATM card, each member has their own limit.
What do I do if my ATM/POS is lost or stolen?
For lost or stolen ATM/POS cards, please
contact Key Federal Credit Union at (713) 715-4200 option 5 or (888) 900-9400
option 5. The card must be reported immediately upon noticing it is missing.
Will I be charged for ATM transactions?
Transactions at Key Federal Credit Union operated ATMs are free of charge for Key FCU members.
Click here for instructions on signing up for bill pay, setting up your merchants, and paying your first bill. You must have a "Dividend" (20 type) or "Gold Key" (30 type) checking account to sign up for bill pay. You can not sign for bill pay if you have a "No Check" (40 type) checking account. If you have not signed up for online access, click here an online access application.
Is your Bill Pay service free?
Bill Pay is $5.95 monthly. This cost is less than a book
of stamps currently cost and you are using our checks.
You can pay just about anyone with Bill Pay. A paper check will be sent to the payee. There are some payments such as child support, certain taxes, and court-ordered payments that require a payment coupon or some other document to accompany the payment. For these payments, it's best to dust off the checkbook and send them the old fashioned way.
Yes. You will just need to set-up the payment like any
other payment. Make sure you type in all required information, including the
payee's name and account number.
How do I report the website is down or a webpage is not available?
Different webpages are hosted different servers, please let us know which webpage is not available. If you are having problems during normal business hours, please call (713) 715-4200 option 5 or (888) 900-9400 option 5. After hours call (713) 715-4200 option 9 or (888) 900-9400 option 9.
You can also use our recommended secure encrypted email. The link for the secure email is https://www.keyfcu.org/smtpemail/email-TechSupport.aspx or use regular email (not recommended) to contact our I.T. Manager. His email address is listed below:
M.I.A. is an acronym for Member Internet Access and is our online account access system . Click here for more information on M.I.A.
Are MIA (Members Internet Access) and Bill Pay safe and secure?
Absolutely! The Key Federal Credit Union information systems group, the internal credit union security and compliance department, and outside auditors and examiners have all reviewed the systems and procedures. For further security have added Two Factor Authentication. Read about it below.
What is Two Factor Authentication?
What do I do if I Get Locked Out of my Online Account?
You can also use our recommended secure encrypted email. The link for the secure email is https://www.keyfcu.org/smtpemail/email-TechSupport.aspx or use regular email (not recommended) to contact our I.T. Manager. His email address is listed below:
How do I get set-up for MIA services?
When you open a savings account with Key Federal Credit
Union, you are eligible to use our MIA service. Before you can logon the first time you have to
accept the disclosure, submit an application,
and your online account has to be setup by a credit union employee. Accept the
disclosure and follow the prompts.
Click here for a direct link to the disclosure and application. We
will send you an email when we setup your online account. Tip: Keep a copy
of your application, because it has all of the information you need to login for
the first time. Click here for
instructions on logging in the first time.
What is my member number on MIA?
Your member number is the same as your account number. Please omit any dashes.
Why is my Online Profile Important and What is it used for?
The information in your Account Profile is used for "Account Alerts", the "Forgot Password" feature, and "Bill Pay". If you do not fill out your account profile and keep it up to date some of the online features will not work. For more information on how to update your online account profile click here: http://www.www.keyfcu.org/MIA-Profile.htm.
We do not know. We can reset your password or you can reset
the password, read "How do I reset my MIA password" below. If this is the first
time you are logging in, you can make up a new password and access id using the
login id and account number listed on your application.
Click here for the 1st time login
instructions.
Click here new
user login page.
How do I reset my MIA password?
If you do not know your password you can click on the "Forgotten Password" feature in MIA. Click on the link just below the password prompt or click here. You must know your Access ID and you must have previously completed your "Account Profile" on MIA. If you have not done your "Account Profile" the system will not have your email address. If you can not reset your password call (713) 715-4200 press 9 when the auto attendant answers or (888) 900-9400 press 9 when the auto attendant answers. Leave a message with your name, account number, phone number, and a brief description of the problem. We do check for messages after hours and on weekends. This is for technical help with the Internet (MIA) or phone system (MATT) only.
You can also use our recommended secure encrypted email. The link for the secure email is https://www.keyfcu.org/smtpemail/email-TechSupport.aspx or use regular email (not recommended) to contact our I.T. Manager. His email address is listed below:
How do I transfer money between accounts in using MIA?
You can transfer money between your accounts (only accounts you have been set for and you are a signer on) by logging into MIA and using the "Account Transfer" option. You can also use the "Scheduled Transfers" option to set-up recurring transfers.
Why did I get charged a NSF or ODP fee when I transferred the funds on MIA?
MIA is not live and we consider the transaction was done when we receive it from the online data processor not the time you actually did it. Do not use MIA to transfer funds to cover items that will be clearing the same business day. The only thing you can count on is that if you do a transaction on a business day before 1 PM central time it will be posted before we close at 5:30 PM. If other transactions occur before we process your online transaction and there are not enough funds in the account, you will be charged a NSF fee or ODP fee. Tip: MATT (the phone system) is live and transactions are done immediately. Click here for detailed instructions on how to use the phone system (MATT).
I am having problems logging into MIA. What can I do?
If you are having problems logging into MIA or any other problem with MIA, call (713) 715-4200 or (888) 900-9400 press 9 when the auto attendant answers. Leave a message with your name, account number, phone number, and a brief description of the problem. We will look up your account and if the phone number is the same as the one we have, we will call you back and help you with your problem. We do check for messages after hours and on weekends. This is for technical help with the Internet (MIA) or phone system (MATT) only.
You can also use our recommended secure encrypted email. The link for the secure email is https://www.keyfcu.org/smtpemail/email-TechSupport.aspx or use regular email (not recommended) to contact our I.T. Manager. His email address is listed below:
How do I print my online e-statement?
You get your statements faster online and it is safer than an unprotected mail box! If you have not signed up for M.I.A., Please stop by one of our offices or click here for the online application.
Click here for instructions on printing your online e-statement.
Yes. If you are signed up to use our Bill Pay service, you
can set-up recurring payments to another financial institution.
What kind of loans do you offer?
We offer Auto, Motorcycle, Boat Personal, Share Secured, and our own D-9
Loans. Call your local office or (713) 715-4200 option 5 or (888) 900-9400
option 5 for loan rates. Click
here for an loan application. Tip:
Click here for the Secure Email Loan Application
is the easiest to fill out.
You can apply for a loan online, in person, or over the phone (713) 715-4200 option 5 or (888) 900-9400 option 5. Click here for an loan application. Tip: Click here for the Secure Email Loan Application is the easiest to fill out.
Can I check my loan payment information online?
Yes. You can view your payment information online including the balance and next payment due date in history.
You can get the loan payoff using the automated system.
Click here for Instructions. You can also contact member services at
(713) 715-4200 option 5 or (888) 900-9400 option 5 for your loan payoff.
Where are your offices located?
Click here for a listing of our office locations.
What are your hours of operation?
The main office is open from 9:30 AM to 5:30 PM Monday through Friday. The hours of operation for the branches are different and the hours are posted on the branches' web page. To check the hours of operation or to locate a shared branch click on the Service Center Locations located on our web site under the Account Access tab. Click here for branch offices' web pages.
