Frequently Asked Questions
Can I apply for a loan online?
- I applied for a loan online and it said someone would contact me. Does that mean I was denied?
- How do I view my loan history online?
- Can I view my Mortgage or Home Equity Line of Credit histories online?
- Can you put a stop payment on a debit card purchase?
- Can I reorder checks via e-mail?
What do I do if I lost my debit card or ATM card?
- How can I change my PIN (Personal Identification Number) to my PrimeTrust Financial ATM or debit card?
- What documents are needed for the Service Member’s Civil Relief Act?
- Why don't all of my checks have images available?
- Why didn’t my automatic payroll deduction come out as scheduled?
- How do I set up Direct Deposit?
- Why was I charged Overdraft fees when I appeared to still have a positive balance?
- Why do I get a message that says “We’re sorry, but your request cannot be performed at this time. Please try again later. Thank You!” when I try to access my account online?
- Why are all my payments showing as checks when I set up my online bill pay? I know some of the businesses take electronic payments.
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Can I apply for a loan online?
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Yes. At the home page, look under "Services" for "WGeLoan". Applying is quick, easy, and free. You will receive a decision within 60 seconds.
Back to top - I applied for a loan online and it said someone would contact me. Does that mean I was denied?
- Not necessarily. Perhaps the information you entered didn't match the information in the system, such as your current address, or you may have inadvertantly made a mistake while typing, such as your salary is $30,000 and you put in $3,000. Someone from PrimeTrust Financial will call you to clarify the information and give you a decision on your application. Back to top
- How do I view my loan history online?
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You can view this history by clicking on the “history icon”, and selecting loan history from the drop down box. You can view your history from June 1, 2007 forward.
At this time, you are not able to view your Home Equity or Mortgage history. Back to top - Can I view my Mortgage or Home Equity Line of Credit histories online?
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Home Equity Lines of Credit and Equity loans are viewable online, however first mortgages are not viewable. This information is housed on a different computer system.
Back to top - Can you put a stop payment on a debit card purchase?
- No, a debit card purchase cannot have a stop payment place on a transaction. Debit card transaction are in "real time" Back to top
- Can I reorder checks via e-mail?
- No, not by e-mail, but you may order them through a Web site or by calling the PrimeTrust Financial Call Center at 765-289-2148. Back to top
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What do I do if I lost my debit card or ATM card?
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If you have lost or if you suspect your ATM or Visa Debit card was stolen, please call 877-943-5463 immediately.
If your Visa credit card is lost or stolen, please call 800-289-5939.
Back to top - How can I change my PIN (Personal Identification Number) to my PrimeTrust Financial ATM or debit card?
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You may change your PIN at any branch Monday through Friday, or at the Bethel Branch on Saturday. The process is free, quick, and easy.
Back to top - What documents are needed for the Service Member’s Civil Relief Act?
- If you or your spouse is being deployed, you need to bring a copy of the deployment papers, and we will need to have subsequent action forms signed. Back to top
- Why don't all of my checks have images available?
- If an item was processed as an “ACH” or electronic item you may not be able to get an image. You may contact PrimeTrust Financial for official documention of an ACH payment. Back to top
- Why didn’t my automatic payroll deduction come out as scheduled?
- The likely cause is your employer changing the way your payroll is sent to PrimeTrust Financial. Changing the name and/or payroll I.D. number can cause our PrimeTrust Financial system to be unable to recognize the payroll, and therefore not make the necessary deductions. Back to top
- How do I set up Direct Deposit?
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You need to give your employer the PrimeTrust Financial routing number and account number, and whether you want all of your money put in checking or savings. The routing number directs it to PrimeTrust Financial, the account number lets us know where you want the deposit.
To request the routing number, please contact PrimeTrust Financial at 765-289-2148. Back to top - Why was I charged Overdraft fees when I appeared to still have a positive balance?
- The most likely cause is debit card holds. Many times when you use your debit card the money isn’t taken out of the account that same moment, but rather is put on hold until it reaches the clear date decided on by the company where you swiped your card. So it appears there is money in the account, but it is already ear marked by the system as being used. Back to top
- Why do I get a message that says “We’re sorry, but your request cannot be performed at this time. Please try again later. Thank You!” when I try to access my account online?
- You get this message because we need to issue you a user name and password. Back to top
- Why are all my payments showing as checks when I set up my online bill pay? I know some of the businesses take electronic payments.
- The first time you set up a payment it will go out as a check. If the company accepts electronic payments, the system will automatically convert it from check payments to electronic payments. Back to top
Contact PrimeTrust Financial
Feel free to contact us with any questions or comments. Any sensitive or personal information should not be sent via email. Please contact our live 24-hour Call Center at 765-289-2148 or 1-800-459-5585.
