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Frequently Asked Questions
General Questions
  1. What are your hours?
  2. Do you have any ATM locations?
  3. Where can I find a listing of Credit Union Service Centers in my area?
Savings / Checking Questions
  1. Why are my balance and my available balance two different amounts?
  2. What do I need to do to add someone as joint owner to my account?
  3. Why can't you give me my account number over the phone?
  4. Where can I find my member number?
  5. Can I have information about my account faxed to me?
  6. Why can't you accept my faxed signature?
Advisor 24 Questions
  1. What is the number to Advisor 24?
  2. What does it mean when Advisor 24 asks for my account number? I already entered my member number when I first called.
Loan Questions
  1. Can I apply for a loan over the phone?
  2. What are the procedures to apply for a loan?
  3. Is there any cost to apply for a loan?
  4. How long does it take to process a loan application and get an answer?
PCU Direct to You - Online Banking Questions
  1. Is there a fee for online banking?
  2. How do I know my PIN to access online banking?
  3. What type of account information is available through online banking?
  4. What types of transactions are available through online banking?
General Answers
  1. What are your hours?
    Our North Avenue and Metropolitan branches are open Monday - Friday 8:30 to 5:00. Our Fulton Industrial branch is open Monday - Friday 9:00 to 6:00 and Saturday 9:00 to 2:00.
  2. Do you have any ATM locations?
    Yes, there is an ATM at the branch office located at 4780 Fulton Industrial Boulevard. This machine is a cash dispensing only machine. Networks available for withdrawals on this machine are STAR, Exchange, PLUS, VISA and Credit Union 24. There is no surcharge for Pinnacle Credit Union members, nor for others within the Credit Union 24 (CU24)network.. You can access a database of other surcharge-free ATMs by visiting the CU24 website.
  3. Where can I find a listing of Credit Union Service Centers in my area?
    For a listing of Credit Union Service Centers, visit the Credit Union.net website.
Saving/Checking Answers
  1. Why are my balance and my available balance two different amounts?
    This could be due to several different reasons, some include:
    • A check deposit could be on hold
    • Debit card transactions are on hold, and have yet to post to your account
    • There is a hold due to a delinquent loan
  2. What do I need to do to add someone as joint owner to my account?
    To add a joint owner you need to fill out an account change card (also available within Online Banking) with all the joint member's information. We require a copy of the joint owner's drivers license, and both you and the joint member must sign the card.
  3. Why can't you give me my account number over the phone?
    We cannot give out any member's account number over the phone for security reasons.
  4. Where can I find my member number?
    Your member number is located at the top of your statement. Please stop by one of our branches to get a membership card that you can carry with you.
  5. Can I have information about my account faxed to me?
    No. For security reasons we are unable to fax any information pertaining to your account. You may come in to one of our branches or we can mail the information to you.
  6. Why can't you accept my faxed signature?
    We cannot accept a signature over the fax because it is not a legal document.
Advisor 24 Answers
  1. What is the number to Advisor 24?
    404.872.6092, 404.872.6093, or toll-free 1.800.876.4443
  2. What does it mean when Advisor 24 asks for my account number? I already entered my member number when I first called.
    Advisor 24 is referring to your specific sub-accounts. For example, savings would be # 1 and checking would be # 2.
Loan Answers
  1. Can I apply for a loan over the phone?
    Yes, call one of our loan officers at 404.888.1648.
  2. What are the procedures to apply for a loan?
    There are several ways to do this. You can come into one of our branches and speak to a member of the loan department, you can apply over the phone and then fax in any information that we may need, or you can apply online. The online loan application can only be accessed through Online Banking. Your two most current paychecks are usually required in order to process a loan application.
  3. Is there any cost to apply for a loan?
    There is a $25.00 application fee. This fee is refunded to you if you are approved and the loan is processed.
  4. How long does it take to process a loan application and get an answer?
    The normal processing time is 24 hours, but this can vary depending on the information needed to process the application.
PCU Direct to You - Online Banking Answers
  1. Is there a fee for online banking?
    There is no fee for using PCU Direct to You. However, all normal transaction fees do apply, see the Truth-in-Savings Fee Schedule for applicable fee information.
  2. How do I know my PIN to access online banking?
    Your online banking PIN is the same as your Advisor 24 PIN. It consists of four numbers, and no letters. If you do not know or cannot remember your Advisor 24 PIN, please contact the credit union to have your PIN reset.
  3. What type of account information is available through online banking?
    Account balances, account history, current/year to date dividend amounts, loan payoff amounts, and share draft (paper check) status. You can view/print images of cleared share drafts and you can download account data to your personal computer.
  4. What types of transactions are available through online banking?
    Fund transfers between accounts (including loan payments), check reordering (via the Deluxe website), check stop payment, and check withdrawal. You can also complete a loan application, VISA application, and an account change card.
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