About Us

Frequently Asked Questions

 

What are your hours?

We're open Monday - Friday 8:30 a.m. - 5 p.m. and Saturday from 9 a.m. to 12 Noon. The Call Center is available at 877.717.2271 Monday - Friday 7 a.m. - 7 p.m. and Saturday 9 a.m. - 12 Noon.

 

Where are you located?

We have 24 physical branch locations to serve you! Addresses and additional information can be found here.

 

Why can't I call my local branch?

Calls can go to the local branch; however, many times they are busy with members who are present in the office. The call center is a department within the credit union that was specifically setup to help members get answers to questions and to troubleshoot and resolve any account issues the member may have. We have extended call hours of 7 am to 7 pm Monday - Friday and 9 am – 12 noon on Saturday.

 

What is my account/routing number?

Routing information can be found on the membership card (routing number is on back of card), on the bottom of member's checks and can be found in the details link located above the checking history in internet banking or the mobile app.

 

Can you help me make a transfer?

Members can complete transfers via internet banking, mobile app and Superior Line. If you’re still not able to, members will need to contact member service at 419.223.9746 and select option 4 to request assistance. 

 

Why is my debit card not working?

There could be a multitude of reasons: insufficient funds, suspicious use, etc. Contact member service at 419.223.9746 option 4 and they can answer your question and get your card up and running again.

 

What is my balance?

You can securely get balances via intent banking, mobile app or Superior line. For security, balance information is not available via phone call.

 

Why can't I access my account online?

You can can do a recover of login credentials. In internet banking, a link that says 'I Cannot Access My Account' will display when account login fails. On the mobile app, a box will display asking if they would like to do a recovery. If unable to regain access after trying these options, please call member service at 419.223.9746 option 4 for assistance. 

 

What is this item that posted to my account?

Many items that post may have a phone number or web address where you may obtain more information. If it is determined that the debit is fraudulent, and item was processed on your credit/debit card, they should block the card through the card management link in internet banking or mobile app, call member service to have card blocked, or fraud watch at 866.842.5208 (after hours) for additional assistance.

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