About Direct

Web Banking FAQs

What is Direct.com Web Banking?

Direct.com Web Banking is our on-line account access and bill payment service. Our Web Banking service allows you to securely access your accounts and pay your bills over the Internet.

What types of accounts can I view with Direct.com Web Banking?

With Direct.com Web Banking you can view all of your deposit and loan accounts.

What can I do on-line?

  • View your account balances and histories
  • Transfer funds between accounts or to a linked account
  • Request a withdrawal by official check
  • View account information and payment dates
  • Reconcile transactions that have cleared your account
  • Download your transaction information to financial management software such as MS Money or Quicken
  • Submit on-line consumer loan account applications
  • Submit address changes and check orders
  • Access monthly statements and check images
  • Pay your Direct Federal Visa bill from any financial institution
  • Pay your bills via our optional Bill Pay service

How much does Direct.com Web Banking cost?

Account access is free. The optional Bill Pay service is also free when you direct deposit your pay, pension or Social Security check to your Direct Federal Checking Account. Without direct deposit, Bill Pay is free for the first two months of usage and then just $5.00 per month, whether you use it or not. This amount will automatically be deducted from your Direct Federal Checking Account on the last business day of each month.

Can I use Web Banking right now?

If you have an existing CALL 24 PIN, you can use Web Banking immediately.  If you don't have a PIN, or have forgotten it, contact a Service Associate at 781.455.6500.  When you log in to Web Banking for the first time with your PIN, you will be asked to select a new passcode.  The Web Banking passcode must be at least six characters in length and be a combination of numbers and letters.  To activate the option Bill Pay Service, you must Login and then select Bill Payment.

SECURITY

Is Direct.com Web Banking secure?

Yes.  Direct Federal uses a multi-tiered security policy that governs all aspects of Web Banking and Bill Payment. 

  • The first tier is Data Source Security.  All of your data is stored on a database at Direct Federal and at no time does anyone from the outside world have access to this database.  Any and all requests for data must pass through two distinct validation and control centers. 
  • The second tier is Data Transmission Security.  Secure Socket Layering (SSL) protects all transmissions between you and Direct Federal via the Internet.  SSL utilizes authentication and encryption technology.  Encryption takes meaningful text and numbers and scrambles them into numerical nonsense before transmitting them across the Internet.  This process uses complex mathematical formulas to create a key that is used to translate the numerical nonsense back into meaningful data.  There are billions of potential keys and a different one is used for each on-line session with Web Banking.  The key used is established when the on-line connection is made between your computer and Web Banking.  You next on-line session will use a completely different key. 
  • The third tier is Account Protection Security.  In order to access Web Banking, you must enter your Direct Federal core account number and PIN (Personal Identification Number).  In the event that someone knows your account number and tries to guess your PIN, or vice versa, the system will deny account access and lock the account after four incorrect attempts.  Only a Direct Federal Service Associate can unlock the account.

HARDWARE, SOFTWARE & INTERNET SERVICE REQUIREMENTS

What type of personal computer do I need to access Direct.com Web Banking?

You do not need a special computer configuration to access our Web Banking service -- just a computer, Internet access and a browser.  We support Internet Explorer 5.0 or greater, Netscape Navigator 4.7 or greater, and America Online 6.0 or greater.

Are there any requirements for my Internet Connection?

For optimal graphics and data transmission, you should have the fastest modem your connection will support. Our Web Banking is designed to transmit information and load graphics quickly using a 56.0 Kbps modem. However, a Digital Subscriber Line (DSL) or Cable Modem (Broadband) will greatly improve your online banking experience.

Why is my browser unable to access Direct.com Web Banking?

Web Banking will not allow connections from browsers that do not support 128-bit security encryption. If your browser level is not acceptable to meet our specific security protocol, then go to the Netscape or Microsoft Web site to upgrade your browser. Make a backup copy of any important files prior to any major browser upgrade. If you are still having browser issues, make sure that your "cookies" setting under Internet Options is enabled and that your Privacy Setting is set to "Low" (Privacy Settings are found within Internet Explorer 6.0).

Can I connect to Direct.com Web Banking from within another network?

You may experience difficulty connecting if you use a PC that is part of a network, such as a LAN or WAN that is connected to the Internet. Frequently, security barriers on many networks can prevent connection with secure, encrypted Web sites. If you experience difficulties in connecting from a networked PC, ask your network administrator about possible interference caused by security barriers.

Do I need any specific accounts to access Direct.com Web Banking?

You are not required to have a specific account type to have access to Web Banking. You do need to have a Direct Federal account and a Personal Identification Number (PIN).  The PIN is needed for our CALL 24 telephone banking service.  You can then use the CALL 24 PIN to establish your Web Banking Passcode the first time you log in to Web Banking. If you don't have a PIN or have forgotten it, contact a Service Associate at 781.455.6500.

MEMBER SUPPORT

What type of member support does Direct.com Web Banking have?


Web Banking features a Demo of the product and an on-line help facility that can answer many questions you may have when you are using it. Members may also direct questions to our Member Services Department at 781.455.6500, Monday - Friday, from 8:00 a.m. - 8:00 p.m., and Saturdays from 8:00 a.m. - 5:00 p.m. (EST).

What if I have questions regarding my Bill Pay service?

For questions regarding bills that have already been processed, call Metavante, the vendor contracted to provide bill payment services for our members, at 1.800.825.4321, Monday through Saturday from 8:00 am to 12:00 p.m. (EST). For all other questions, Member Service Associate at 781.455.6500, Monday through Friday from 8:00 a.m. to 8:00 p.m. and Saturdays from 8:00 a.m. to 5:00 p.m. (EST).

Who do I contact if I forget my Passcode?

If you completed the Forgotten Passcode Service enrollment when you created your Web Banking Passcode, you can reset the Passcode yourself at any time of the day or night. Simply go to the Web Banking Login page and use the "Click here" link. Or, you can call a Service Associate at 781.455.6500 during business hours.

How do I change my Passcode?

You can change your Web Banking Passcode as often as you like by logging in to Web Banking, selecting the User Options and then selecting Change Passcode.

ACCOUNT INFORMATION

What type of account information is available with Direct.com Web Banking?

You can view balances and histories of all your Direct Federal accounts including Checking, Savings, Money Market, Certificates of Deposit, IRAs, loans (including lines of credit), mortgages and VISA.

How do I download account information to import to Quicken or MS Money?

If you wish to download your account history into your personal financial management software (Quicken or MS Money), you may do so by selecting "Export" while in Direct.com Web Banking. Simply select the appropriate format for your software. You may save this file or open your software immediately. To enter the download information into your personal records, follow your software's directions.

TRANSFERRING FUNDS

How can I transfer funds between my accounts?

Transferring funds between your accounts is easy. After selecting the "Transfer and Withdrawal" function from the top navigation bar, a list of your accounts from which you may transfer funds will be displayed. In addition, a list of your accounts to which you may transfer funds will also appear. Simply select the appropriate accounts, enter the amount you would like to transfer and click on "Transfer Funds". Please note that you cannot transfer funds into or out of your CD or IRA.

Do I receive a confirmation that my transfer is complete?

After verifying your transfer information, you will receive a confirmation of your transaction. This screen will display a confirmation number.

Can I withdraw funds with Direct.com Web Banking?

Withdrawing funds from your accounts can be done by official check. For security purposes, all check withdrawals are made payable to the primary owner of the account and are mailed the following business day to the address on record.

BILL PAYMENT

What is Bill Pay?

The Bill Pay Service is an easy way to make payments without writing a check.  You'll save the cost of postage and checks by paying bills online.

How much does it cost?

The optional Bill Pay service is free when you direct deposit your pay, pension or Social Security check to your Direct Federal Checking Account.  Without direct deposit, Bill Pay is free for the first two months of usage and then just $5.00 per month, whether you use it or not.  This amount will automatically be deducted from your Direct Federal Checking Account on the last business day of each month.

From which account is money for bills taken?

Funds are withdrawn from your Direct Federal Checking Account. Just as when you write a check, be certain you have enough money in your checking account to cover all scheduled payments. Overdraft sources are available for Bill Pay Transactions.

Why can't I have bills paid from my Savings or Money Market Account?

By federal regulation, these accounts are classified as a non-transactional account and cannot be used by the Bill Pay service.

Can I "bounce" a bill payment?

No, our bill pay processor will send your payment on the "Process Date" that you specify.  Funds for the payment will be debited from your Checking Account up to two days after the "Process Date".  If a 'non-sufficient funds' (NSF) condition exists, the bill payment processor will not be able to debit your Direct Federal Checking Account and will be informed of the NSF condition.  If this occurs, the system will block your bill payment account for 5 days, preventing you from scheduling bill payments.  Any future dated payments (single or repeating) scheduled for release during the time the account is blocked will not be sent.  Those pending payments that were not paid while your account was blocked will appear with a status of  "In Process" on the Payment History screen.  You will need to reschedule those payments, once the NSF condition is resolved and your account is unblocked.  YOU WILL BE RESPONSIBLE FOR ANY NON-SUFFICIENT FUNDS FEES. 

How do I setup a Bill Payment?

To setup a bill payment, you will need to select a payee, enter an amount to be paid, and specify a "Process Date" i.e. the day in which the funds are sent to the Payee at least 5 business days before the bill's "due date" for check payments (non-electronic payments) and 3 business days before the bill's "due date" for ACH payments (electronic payments).

How can I tell if my payment is being made via ACH or check?

Click on Payee Maintenance and find your Payee. Under "Type", you'll either see that your payment is Electronic ACH (3 business days) or Check (5 business days).

How do I get check copies for processed payments?

Copies of checks can be obtained by calling Direct Federal at 781.455.6500. Check copies are only available for "manual" (non-electronic/ACH) payments.

Can I change or delete a payment that is already entered?

You can change or delete any pending payment that is listed on the Pending Payments screen. Once a payment is processed, it will be listed on the Payment History screen and cannot be changed.

How do I place a stop payment on a bill payment?

If payments are sent via ACH, they cannot be stopped once they have been withdrawn from your account. However, if payments are sent via check, they can be stopped (as long as the payee has not yet cashed the check) by contacting Direct Federal at 781.455.6500.

The mailing address for one of my payees has changed and I didn't change it? Why?

Metavante routinely reviews payees entered into the Bill Pay system and whenever possible, will change the payment method from "Check" to "ACH" (electronic). This sometimes requires them to change the address of your payee to send your payment electronically, the fastest way possible.

Bill Pay Answers to Other Bill Pay Questions

For questions regarding bills that have already been processed, call Direct Federal at 781.455.6500, Monday through Friday from 8:00 a.m. to 8:00 p.m. and Saturdays from 8:00 a.m. to 5:00 p.m. (EST).

What if I have questions regarding my Bill Pay service?

For questions regarding bills that have already been processed, call Metavante at 1.800.825.4321, Monday through Saturday from 8:00 a.m. to 12:00 p.m. (EST). For all other questions, please call a Service Associate at 781.455.6500, Monday through Friday from 8:00 a.m. to 8:00 p.m. and Saturdays from 8:00 a.m. to 5:00 p.m. (EST).

How can I cancel my Bill Pay service?

To cancel Bill Pay, contact a Service Associate at 781.455.6500.  Cancellation will become effective immediately and all pending payments will be deleted.  We may ask that you put your cancellation request in writing.

APPLICATIONS

Can I open new accounts with Direct.com Web Banking?

With Web Banking, you can apply for a VISA card, Auto Loan, Home Equity Loan, Personal Line of Credit or Personal Loan. Simply click on Applications and then the specific application on the left vertical tool bar. Complete the application information requested and then submit it.

OTHER ONLINE SERVICES

What other transactions can I perform?

You can conveniently send us address changes and reorder checks. Simply click on "Applications" and then the specific service. Complete the information requested and then submit it.

 

Web Banking Member Login

Updated August 2006

 

 

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