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Frequently Asked Questions

Use the search bar below to sort through our library of FAQs to learn more about a specific product, service, or process.
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What documentation is required to close a home equity loan or line?

Required documentation will include but is not limited to: an insurance binder or insurance declaration page, income verification, mortgage statement, and valid license or identification.

Can I use talk-to-text(Dictation) to talk to a live chat associate?

Our live chat platform supports the talk-to-text (dictation) feature available on your smart device. To use talk-to-text to chat with one of our live associates click on the “live chat” button found on the bottom left of your screen. Upon establishing a connection with a live chat associate, you may initiate the use of the talk-to-text feature.


The method for accessing the talk-to-text feature on your device's keyboard may vary depending on the type of smart device you are using. To assist you in locating the talk-to-text feature on your device, we have provided additional resources below.

Click here for Apple Keyboard
Click here for Google assistant (gboard)

*Other keyboards may support this feature. Contact your phone provider for additional assistance.

Do you offer 529 plans?

We currently do not offer 529 plans.

View our banking account options >

I accidentally responded to an alert that a fraudulent transaction was valid. What do I do now?

Please report the unauthorized transaction immediately by calling the phone number provided in the alerts or the number on the back of your card. The agent will then take care of marking the transaction as fraud and close the card.

What happens if I did not reply to a fraud alert whether via Email, Text or Phone?

Your card may be blocked for use and future transactions would be declined until the fraud alert is cleared.

Do you offer Youth Accounts?

Applicants under 18 require a joint owner on the account.

How long will it take to receive my Direct Federal Visa® card?

Once your application has been approved, you can expect your new card in the mail within 1-2 business days.

What is your Fax number?

Our fax number is 781-433-2922.

What happens if interest rates change between the time I apply and the time I purchase a vehicle?

If rates rise from the time you apply until the time you use your loan, you will get the lower rate that was in effect when you applied. If rates fall from the time you apply until the time you use your loan, you will get the lower rate in effect at the time of purchase.

How much equity can I use?

For primary residences, eligible borrowers may access up to 80% of their home’s combined loan‑to‑value (CLTV).

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