Hurricanes Katrina and Rita

Frequently Asked Questions:
Information for Credit Union Members in Areas Affected by Hurricane Rita

My credit union is not answering the telephone and/or the web-site is down. I need to contact the credit union. What should I do?

I need cash. How can I withdraw funds from my credit union account?

If my ATM card does not work, what should I do?

How can I find out if my payroll, or another ACH, has been direct deposited to my credit union account?

Where can I find a status report on credit unions affected by Hurricane Katrina?

Is my money safe? What if my credit union was destroyed?

What happens if my credit union has lost my records?

What about the contents of my safe deposit box?

I’m a credit union and want to help. Who should I contact?

Who can I contact for more information?

Information on Commercial Banks and Thrifts

My credit union is not answering the telephone and/or the web-site is down. I need to contact the credit union. What should I do?
Prior to the hurricane evacuation, staff from the NCUA contacted most credit unions and requested they take necessary precaution to provide back-up operations if the credit union office cannot be reoccupied. It is expected credit unions will post the information on their web sites. This information will also be provided to the NCUA once back-up locations are established, please check our alternate locations report.

While credit union staff will be diligently working to re-establish services, it may take some time, especially if telephone service is disrupted or member service staff has been displaced. Often, credit unions have agreements to share facilities, in case of emergency, and your credit union may be temporarily providing service out of a fully functioning credit union in a neighboring city.

Following are some tips on how to contact your credit union.

• Check the credit union’s website for contact telephone numbers and information.
• Call your credit union’s audio-response system for contact telephone numbers and information.
• Access the Credit Union Service Center network at http://www.cuservicecenter.com/ and see whether your credit union is listed as a participating credit union in the “Download Directory” or “Recent Openings” links on the left side of the main web page. If your credit union is participating in the CU Service Center you may transact business at any of the locations listed.
• Contact NCUA, using the toll-free number or email addresses, provided below.

I need cash. How can I withdraw funds from my credit union account?
There may be delays in the processing of transactions and access to accounts, depending on the extent of damage at your credit union. Credit unions will attempt to resume normal operations as quickly as possible.

Following are some tips on how to access funds.

• Try using your ATM card. Even if a credit union is not yet fully operational, it may be able to restore debit (ATM) services.
• Try using your credit card. Credit unions will often be able to restore credit card and debit services before branch operations can be re-opened.
• Try using the credit union shared branching network. Many credit unions belong to a credit union shared branching network, which lets you conduct transactions at local credit unions throughout the United States and in some foreign countries. In the states affected by Hurricane Katrina, many credit unions participated in one or more of the networks supported by CU Services Centers, http://www.cuservicecenter.com/.
• Try cashing a check. Your credit union may be able to confirm balances via telephone, even if data processing services have not yet been re-established.

If my ATM card does not work, what should I do?
If your ATM card will not work, consider other options such as cashing a check in the area where you are located or using a credit card. Many credit unions belong to shared branching networks, and you may be able to withdraw cash at a credit union near your current location. You should also contact your credit union, if possible, to let them know that your ATM card is not working.

How can I find out if my payroll, or another ACH, has been direct deposited to my credit union account?
First, attempt to check account balances using your credit union’s audio-response system, web services, or an ATM inquiry. If you cannot confirm the deposit through those channels, you may wish to try calling your credit union at its branch or emergency back-up location. If your credit union is a member of the shared branching system, you may be able to check balances through a shared branch.

Please remember, this is an emergency situation, if you can confirm your balances through an automated system, please evaluate whether you still need to talk to a credit union employee. There may be other members, lacking access devices or identification, that need in-person service.

Where can I find a status report on credit unions affected by Hurricane Rita?
NCUA will post a status report on its web site once information is received from the impacted credit unions.

Is my money safe? What if my credit union was destroyed?
Yes, your money is safe. Regardless of when your federally insured credit union will be able to resume operations, your money is still insured by the National Credit Union Share Insurance Fund (NCUSIF). Deposits in a NCUSIF insured credit union will continue to be protected up to $100,000. The NCUSIF is backed by the full faith and credit of the U.S. Government.

What happens if my credit union has lost my records?
Credit unions are required to have contingency plans for all types of disruptions to operations, including natural disasters. Credit unions have backup systems for records, which are housed in safe locations. As needed, financial records can be reconstructed and restored. However, you should retain copies of any financial records in your possession. These records can help to reconstruct your accounts and be used to speed payment of insured deposits, if necessary.

What about the contents of my safe deposit box?
Most safe deposit boxes are located in fireproof and waterproof areas. If possible, contact the branch or office where your box was located to determine the condition of your box. Please note that access to safe deposit boxes located in areas impacted by Hurricane Katrina may be delayed.

I’m a credit union and want to help. Who should I contact?
Please contact NCUA at the numbers below.

Who can I contact for more information?
The National Credit Union Administration (NCUA) has set up telephone and email hotlines for this crisis. Special telephone numbers and email addresses have been established for each state affected by Hurricane Rita. The hotline can provide information about the operating status of an affected credit union and direct you to a credit union service center near your current physical location.

Information on Commercial Banks and Thrifts

The Federal Deposit Insurance Corporation (FDIC) has information about commercial banks and thrift institutions affected by Hurricane Rita. They can be contacted at a toll-free number 1-877-ASK-FDIC (1-877-275-3342) or www.fdic.gov.