WILD CARD
What is the Contact Center Fax #?
What is the Overnight address?
P.O. Box 58346, Houston, Tx 77258
Can a joint cancel and order a new debit card for the primary member? if they do, what was can they order one?
Yes; a joint member can order over the phone or vist a SC to get one.
Which third party company do we use to carry our Gap or Extended Warranties for members? What is their phone number?
Auto Exam; 713-944-2944 or 1-800-709-5792
Which department is the only one that can remove/add batch postings to an account?
Team EFT/Payment Processing
What are the steps for members to hide/unhide their accounts in OLB.
What is Credit Life and Disability and who offers it?
Credit Life and Disability is an insurance that members can elect to add to their car loan in case it is needed.
Credit Life will pay for the entire balance of the loan if the primary or joint were to pass away, and Disability will cover a member's loan payments if a member or joint were to be medically disabled. Has to be disabled by a doctor.
It is offered by SWBC.
NO; a card can not remain open under any circumstances to prevent further fraudulent charges from clearing; to protect member's account and any CU losses.
How much is GAP? and up to how long can a member get refunded for it?
Gap is $305 and it is non-refundable after 60 days.
Does Wellby have a Swift code to do wires?
No, we do not.
What third party company does our identity theft program?
NXG Program
International $40
What are the card limits for Wellby Early Start and Achievement Cards?
$200 ATM
$400 PIN
$400 NON-PIN
In Ipay, under which menu option can you see detailed information about the account, payees or any recent changes?
Under Subscriber Notes.
You will be able to view if a payee was removed and the reason why and other account changes.
These are entered by the ipay reps to communicate with us.
What 4 required fields are needed to enroll in OLB?
1. Social Security Number
2. MBR#
3. Email
4. Phone Number
(All of this info must match what is on file)
Why would the mbr use the online payment center?
To make a payment to any wellby, credit card, auto loan, personal loan, from a external FI. Also known as Bacon Pay.
What is the Visa Credit Card Rewards Phone# and web address?
What MUST be listed in visa in order for the mbr to set up a PIN?
A home number. If the mbr has a CELL and not a HOME number thats fine as long as the CELL is listed under HOME in visa.
What is the grace period for an Indirect Loan?
15 days.
When account fraud occurs on an account what form must be completed for credits/debits to post to the new account number?
Authorization to Clear form.
What do members need to endorse on the back of the check when doing a mobile deposit?
Signature followed by "For Mobile Deposit only at Wellby."
If a member calls in to set up an automatic transfer from his account to pay his Wellby loan, what questions would you ask and what ways can it be set up? what forms would you provide?
1. Are you paying from a Wellby account, or from another financial institution?
2. if within Wellby offer the periodic transfer form
3 if from another FI, offer the ACH Direct pay form
4. CU Payment Center; OLB or Wellby Website
5. External Transfers; must be on other FI acct.
6. Bill Pay FROM their other Financial institution
7. one time payments with CC Team.
Where at in Visa do you good to get more details about why a card was declined? Ex. What zip code was entered.
Click on the transaction dollar amount in blue, click view details, then select authorization data.
Mbr is traveling to Mexico and is taking his vehicle with him. Which department do we need to reach out to and what is the process?
What is the timeframe for disputing a ACH/Debit card transaction?
60 days.
What is needed to perform a member to member transfer? (WILD CARD)
1. Member number
2. Share Id #
3. First 3 of last name
4. FUNDS. LOL