User Guides

Secure Messages

If you have questions regarding your account, a specific transaction or would like more information on a product, you can send your inquiry to CCU in a secure message from your Online Banking. A CCU representative will reply to your inquiry within 24 business hours. To contact us with a question or concern regarding your account(s) via secure message, please log into your online banking and follow these steps:

Go to Manage Profile -> View Messages -> Compose New.

Screen capture displays image of highlighted area to go to Manage Profile, then View Messages, then Compose New.


You can also initiate a message to be sent from the main home page of your online banking. Once logged into your account, select the blue Messages link on the right hand side of the page next to Deposit Accounts.

Screen capture displays where to select Messages on the right hand side of the page next to Deposit Accounts.


The next screen presented is for your message, question or concern that you would like addressed by a member of CCU Contact Center staff. Please complete the following fields:

  • Category - Is your inquiry in regards to a specific transaction or a general inquiry?
  • Account (if applicable) - In this dropdown, all of your share and loan accounts with CCU are listed. If your inquiry is directly related to one of these accounts, select that account.
  • Subject - Briefly state what you are inquiring about.
  • Message - Type your inquiry, question or concern in this box. Please include as much information as you have. Being as detailed as possible will assist the representative replying to your inquiry to assure they are answering all of your questions and addressing all issues. Rest assured, you can always reply to a response to provide more information if needed at a later time.
  • You are able to add an attachment, if necessary.

You can elect to receive a notification when the response to your inquiry has been sent back to your online banking. This notification will be sent to the email address that is on file with CCU.

Send.

Screen capture displays where to enter your message, question or concern that you would like addressed by a member of CCU Contact Center staff.

Once your Secure Message has been sent successfully, you will receive a confirmation message along with a tracking ID number.

Screen capture displays that your message was sent successfully.

Your inquiry will be responded to by the end of the next business day.

If you elected to receive a notification once your inquiry has been answered, you will receive an email from Consumers Credit Union with the subject description "You have received a response to a secure message".

Screen capture image showing that you have received a response to a secure message.


To view the response, log into your online banking -> Manage Profile -> View Messages.

Screen capture displays image of highlighted areas to choose Manage Profile, then View Messages.


Your response can also be accessed from the main home page of your online banking. Once logged into your account, select the blue Messages link on the right hand side of the page next to Deposit Accounts. In the example, there is one new message being displayed.

Screen capture displays image of highlighted area to showing you have a new message.


Once you are directed to the View Messages page, click on the inquiry you submitted under the Subject column.

Screen capture displays image of highlighted area to select Subject.


Review the response given. If you have more questions or if more information was requested from the representative assisting, you can reply to the response by selecting the green Reply button at the bottom of the message. If you are satisfied with the response and no longer want to retain the message in your online banking profile, select Archive Thread and the message will be removed from your online banking view. If you do not archive the thread, the message will remain in your online banking until you choose to do so.

Screen capture displays area to review the sample response.

Non archived threads are able to be viewed at any time by selecting Manage Profile -> View Messages.

You can review messages by selecting the message subject. You can also delete messages you no longer want to retain for your records by selecting the red X to the right of the message. However, once the message is deleted, you are no longer able to retract it.

Screen capture highlights area to delete sample response.

When selecting to delete the message thread, you will receive an alert asking if you are sure you want to delete. Select OK to delete.

Screen capture image confirming you want to delete this thread.

A message deleted alert will appear confirming deletion.

Screen capture image displays message was deleted.


Secure Messages can also be sent from your CCU Mobile App. To send a secure message via your mobile phone, download the Consumers Credit Union mobile application on your Android or iPhone device and log into your account using your online banking User ID and Password. Once logged in, select Messages in the Main Menu.

Screen capture displays where to select Messages in mobile app main menu.


Then select New Message.

Screen capture highlights New Message.

Complete the following fields:

  • Subject - Briefly state what you are inquiring about.
  • Category - Is your inquiry in regards to a specific transaction or a general inquiry?
  • Account (if applicable) - In this dropdown, all of your share and loan accounts with CCU are listed. If your inquiry is directly related to one of these accounts, select that account.
  • Body - This is where you will type your inquiry, question or concern. Please include as much information as you have. Being as detailed as possible will assist the representative replying to your inquiry to assure they are answering all of your questions and addressing all issues. Rest assured, you can always reply to a response to provide more information if needed at a later time.

You can elect to receive a notification when the response to your inquiry has been sent back to your online banking. This notification will be sent to the email address that is on file with CCU.

Send.

Screen capture displays image of highlighted areas to enter information to elect to receive a notification when you receive a response..

Once your Secure Message has been sent successfully, you will receive a confirmation message.

Screen capture shows Message sent confirmation and tracking number.


Your inquiry will be responded to by the end of the next business day.

If you elected to receive a notification once your inquiry has been answered, you will receive an email from Consumers Credit Union with the subject "You have received a response to a secure message" your reply has been sent.

Screen capture shows the subject of the response email

To view the response, log into your online banking via your CCU mobile app -> Main Menu -> Messages.

Screen capture shows Messages area highlighted in mobile app main menu.

Click on the message that states Unread: 1

Screen capture shows highlighted area for unread messages.

Review your response. If you have more questions or if more information was requested from the representative assisting, you can reply to the response by selecting the blue Reply button at the bottom of the message.

Screen capture displays image to review the response.


If you are satisfied with the response and no longer want to retain the message in your online banking profile, select the white back arrow to the left of Message Details and then select the red X to the right of the message.

Screen capture highlights area to go back.

Screen capture highlights the red X to delete the message

When selecting to delete the message thread, you will receive an alert asking if you are sure you want to delete. Select OK to delete.

Screen capture displays image of confirmation to delete this thread.

A thread deleted alert will appear confirming deletion.

Screen capture shows the thread has been successfully deleted.

If you do not delete message, it will remain in your online banking until you choose to do so.

Non archived/deleted threads are able to be viewed at any time by selecting Main Menu -> Messages.