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 * Banking Services Accounts & services
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HOW CAN WE HELP?


HOW CAN WE HELP?


HOW CAN WE HELP?


HOW CAN WE HELP?


HOW CAN WE HELP?

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WHAT OTHER PEOPLE ARE ASKING

What should I do if my card has been lost or stolen?

Contact us as soon as you realise that your cards have been lost, stolen or may
be misused. The sooner you tell us, the sooner we can protect your account.

LET US KNOW VIA ONLINE BANKING

If your card(s) has been lost or stolen please Log on to Online Banking with
your Secure Key and select the "Report lost or stolen card" menu option.

Firstly you will be asked to place a temporary block on your card(s). This will
mean that your card is secure and no-one will be able to use it. Once you have
placed the temporary block on your card, return to "Report lost or stolen card"
within Online Banking to either unblock your card should you find it, or report
it lost or stolen and request a replacement.

You can only place a temporary block on your card, or remove the temporary block
in Online Banking at the moment. You can't apply or remove a temporary block in
the Mobile Banking App, by telephone banking or by visiting a branch.

PHONE OUR EMERGENCY LINE

If you are not registered for Online Banking please phone our emergency line on
+(256) 5421 451 if you are overseas.

Lines are open 24 hours a day, 7 days a week.

WHAT HAPPENS NEXT?

If you place a temporary block on your card, the card will remain blocked until
you remove the block via Online Banking. If you report your card lost or stolen,
we will cancel your card(s) immediately and issue you with replacement(s). You
will receive a new card within 7 working days in the US by post and within 10
working days overseas.

*Charges may be incurred if calling from overseas.

How do I get a replacement for a cracked or damaged debit or credit card?

If your card is damaged and you can no longer use it, please Log on to Online
Banking and select "Order replacement card".

If you aren't registered for Online Banking, you can also visit your local
branch or contact us.

How do I activate my card?

DEBIT CARD

Sign the back of your debit card and choose one of these activation options:

BY ONLINE BANKING

 1. Log on to Online banking.
 2. Select the account you want to activate the card for.
 3. Select Manage, then Activate card, and follow the instructions.

BY PHONE

Call +(256) 5421 451

AT A CASH MACHINE

Just make a transaction, such as a cash withdrawal, balance enquiry or mobile
top-up and your new card will be automatically activated without any on-screen
notification.

Please note you can't choose this option if it's your first debit card from
Bank.

Please also note, if you are a joint account holder and have more than one card
on the account, you'll need to activate each card individually.

CREDIT CARD

As soon as you receive your new credit card, sign the back and choose one of two
easy ways to activate it:

BY ONLINE BANKING

 1. Log on to Online banking.
 2. Select the account you want to activate the card for.
 3. Select Manage, then Activate card, and follow the instructions.

Please note, if you have additional cardholders on your account then all cards
will be activated at the same time.

BY PHONE

Call +(256) 5421 451 and speak to a member of our Customer Services team. Lines
open 8am to 10pm every day. Please note, if you have additional cardholders on
your account then all cards will be activated at the same time.

Where can I find my BIC and IBAN number?

To receive an overseas payment into your Bank US account, you may need to
provide the payee with the BIC (Branch Identifier Code) and/or IBAN
(International Bank Account Number).

Both can be found at the top of a previous bank account statement. If you have
Online Banking, log on and navigate to 'Statements' within the 'Manage' menu.
Select to view a recent statement and the BIC and IBAN will be listed just below
your sort code and account number.

If you do not have Online Banking access, you can check a recent paper statement
or visit your local branch.

My card is blocked, can I still get some money?

If your card is blocked, and you have not placed this block on your card via
Online Banking, please go to your local branch with proof of ID so that you can
withdraw money and also discuss how to remove the block.

If you have found a card that you temporarily blocked via Online Banking, Log on
now to remove this block and withdraw money as before.


SEARCH OUR HELP TOPICS

Mobile & Online Banking

Lost and Stolen cards

Moving abroad

Bereavement

US Ring Fencing

Security centre

Settling in the United States

Card support

Closing an account

Find a branch

Money worries

Complaints and Feedback

Inactive accounts


HAVEN'T FOUND WHAT YOU'RE LOOKING FOR?

 * Tweet us @UBHE
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 * See how our services are performing.Find out more

CONNECT WITH US

Listening to what you have to say about our services matters to us.

HELP & SUPPORT

Got a question? We are here to help you

FIND A BRANCH

Find your nearest UBHE Banking location

OUR PERFORMANCE

View our service dashboard to see how we're doing

ABOUT UBHE

Careers, media, investor and corporate information

This Credit Union is federally insured by the National Credit Union
Administration. We do business in accordance with the Fair Housing Law and Equal
opportunity Credit Act.


301 East Water Street, Charlottesville, VA 22904 Virginia.
Call us : +(256) 5421 451
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© 2009 Universal Bank of Heroes - All rights reserved.