FAQs

Before August 19, you will receive a new Nusenda Visa debit card. If you do not receive a new card by August 19, please contact us at (505) 889-7755, option 8. You will receive your PIN in a separate mailer.

Upon receipt, please activate your card immediately; however, please note that your new card will not be usable until your account is converted to our system on August 19.

After conversion, remember to update any automatic payments or preauthorized payments associated with your old card’s expiration dates and security codes with your new card’s information.

Your Western Heritage account and routing numbers will be valid for the foreseeable future. You do not need to change anything related to your direct deposit, ACH or automatic transactions; these will post to your account as usual.

To locate your full account number in Nusenda's Mobile and Internet Banking, follow these easy steps:

• Download the Nusenda Mobile Banking App
• Log into Mobile and Internet Banking
• Click on your account name tile, then click the details and Settings tab
• Your account number is listed under Account Number for Direct Deposit

A new member number will be mailed to you. If you have not received your member number by August 19, please visit a branch or call us at 505-889-7755, option 8.

You can find the table for new statement dates here.

Before August 19, you will receive a new Nusenda Visa debit card. If you do not receive a new card by August 19, please contact us at (505) 889-7755, option 8. You will receive your PIN in a separate mailer.

Upon receipt, please activate your card immediately; however, please note that your new card will not be usable until your account is converted to our system on August 19.

After conversion, remember to update any automatic payments or preauthorized payments associated with your old card’s expiration dates and security codes with your new card’s information.

If you already have Overdraft Protection established, it will be converted with your account. If you don’t, you can apply for a personal line of credit, or opt to use your savings account to cover a checking account overdraft. Qualified members can also use Courtesy Pay, which allows Nusenda to cover insufficient fund items on debit card purchases, point-of-sale transactions (POS) transactions, ATM withdrawals, and check and ACH transactions up to $500.

Good news: your Western Heritage personal and business checks can continue to be used after the account conversion. When you do need to order Nusenda-branded checks, your routing number (ABA), which is used to identify the credit union, will update to Nusenda’s. Your new routing number will be 307083665, however items being processed with your current routing number will still clear as normal. You may order checks by visiting a branch, calling Nusenda’s Contact Center at 505-889-7755, or following these online instructions:

• Log into the Nusenda Mobile Banking App or Internet Banking at nusenda.org and select Check Re-order under Additional Services on the menu.
• Multiple checking accounts may appear; select the one for which you are ordering checks.
• Select the check design you wish to order. Discounted, custom checks can be found under the Nusenda Credit Union tab.
• Personalization to checks such as design, font, and special logos can be made online. However, if you need to update your address, please do so before ordering your checks. Address changes can be made by visiting a branch, calling the Contact Center, or by updating contact information under the My Profile tab within Mobile or Internet Banking.
• Review the shipping method. Please note that trackable shipping methods do have an increased cost associated with the service.
• Click Place Your Order to submit.

Business members needing to order new checks can call Nusenda’s Contact Center at 505-889-7755 , option 8, or visit a Nusenda branch location. For check re-orders, business members can order through ordermychecks.com.

Share Certificates are a safe place to put your money if you're looking to save for a fixed amount of time. Credit unions call this type of savings account “share certificates.” Banks call them “CDs” or “certificates of deposit.” Why the difference? Member-owned, not-for-profit credit unions, like Nusenda, return – or share – our profits with members in the form of reduced fees, lower loan rates—and higher savings rates.

You can make an online payment with Mobile and Internet Banking, or pay at a branch. If you prefer to send your loan payment by mail, please mail it to our post office box.

Consumer Loans

Loan payment amounts, due dates, and terms of mortgage loans and most other consumer loans (auto loans, personal loans, etc.) will remain the same after account conversion.

Business Loans

Loan payment amounts, due dates, and terms of most business loans will remain the same after account conversion. We are also pleased to share that there are no pre-payment penalties on business loans!

As a Nusenda Credit Union member, you can send or receive a wire transfer using your account click here to review a few simple steps.

Yes, you will be able to use your Western Heritage debit card at these ATMs until our systems conversion is complete. When traveling, look for machines that have the CO-OP symbol, text your zip code to 91989, or find a location on CO-OP’s site. Use the ATM locator to find the location closest to you.

Our Community Rewards^® program, available with all Nusenda Credit Union personal checking accounts, helps you earn cash back and support the community initiatives you care about. When you skip the pin and make signature-based transactions with your Nusenda Visa debit card, you earn cash back and we contribute a cash reward to the community. In 2023, we awarded $634,000 in Community Rewards grants to organizations addressing critical needs. Our focus areas include Education, Healthcare, the Arts, Environment and Wildlife, and Community Services and Support.

Our Earn Your Return program allows you to earn bonus dividends through qualifying usage of our savings, deposit, and loan products. The more you financially participate at the credit union, the more you can earn! If you meet eligibility criteria, you are automatically qualified for an Earn Your Return distribution. Since 2013, we have distributed more than $60.5 million in bonus dividends to our members.

We are committed to helping you strengthen your financial well-being, no matter where you are in your financial journey. We offer no-cost tools, like our Credit Score tool, Banzai content library, BALANCE Financial Fitness program, and special workshops to help you dive into the topics you care about.

When you opt into The Power of Change^® in Mobile and Internet Banking, you can round up your Nusenda Visa debit card purchases to the nearest dollar and place the change where you need it most. You can boost your savings, pay down your debt, or donate to your favorite cause.

On August 19, visit the Apple App Store or Google Play Store and download the Nusenda mobile app.

Start using Nusenda Mobile and Internet Banking on August 19.  Review the comprehensive account conversion schedule here.

At this time, you will have multiple Mobile and Internet Banking login profiles to access accounts depending on the account type and ownership. For instance, your consumer (personal) accounts will not show up in the same login session as business accounts. This could also be the case if the individuals/owners on the account were different e.g. primary vs. joint, resulting in multiple memberships being created. Prior to the acquisition, you were mailed a member number letter for each membership created as a result of the conversion. Please ask an employee for details if you didn’t receive this information.

The credit union continues to evaluate our processes and how we can enhance the member experience. We are actively working with a new Mobile and Internet Banking platform which will allow members to see all accounts under one login session. This will improve the member experience and help members maintain their accounts in one session. 

If you need a copy of your financial history for future reference or financial management software (i.e. Quicken, QuickBooks, etc.) please download your account history from Western Heritage Mobile and Internet Banking prior to August 16.

To export your history:

• Log into Western Heritage Mobile and Internet Banking and select the desired account tile
• Select a date range to view from the drop-down list above the account transactions
• Click the Export button at the top center of the page and select your preferred file type from the following: Excel (.xls), OFX, or Quickboos (.qbw)
• Click on Export

 

To make this transition as convenient as possible, your payees, payments, and payment preferences will automatically transfer to Nusenda’s Bill Pay system. While we don’t anticipate any issues, we recommend reviewing your information after the conversion to ensure accuracy. You will not be able to add new Bill Pay payees or schedule payments in Western Heritage Mobile and Internet Banking starting August 12 (while conversion is under way). Starting August 19, you will be able to set up new payments on the Nusenda platform.

Please note that any payments that are scheduled for the conversion timeframe (August 12 through August 19) will go through as scheduled. For example: if on August 11, you schedule a payment for August 16, it will be processed without issue.

Yes, you will be able to continue using Bill Payer on all your checking accounts. For acquired accounts, the Bill Payer relationship will remain intact. When you log into Mobile or Internet Banking and access Bill Payer, simply select the account you wish to use for each payment. 

Starting August 16, you will not be able to schedule future-dated transfers in Western Heritage Mobile and Internet Banking. If you have previously set up recurring or automatic transfers in your Western Heritage Mobile and Internet Banking profile, they will carry over as part of the account conversion. You can validate these transfers or make changes beginning August 19.

After the conversion, person-to-person (P2P) payments can be performed on Nusenda’s Mobile and Internet Banking platform. P2P transfers allow you to quickly and conveniently send money to anyone in the United States with just an email address or phone number. Zelle will no longer be available. Payment history and contacts cannot be converted, and you will need to manually re-enter your contacts in the new service after conversion.

Mobile Pay is a simple, secure, and convenient way to pay for purchases directly from your digital device in seconds. Mobile Pay is available at participating stores, restaurants, and even online. Our Visa^® cards are compatible with Apple Pay, Google Wallet, Samsung Pay, Garmin Pay, and Fitbit Pay.

For personal accounts, our no-cost Credit Score tool allows you to view your latest score and report, perform a personal financial check-up, identify offers, and track any changes in your score to prevent or fight fraudulent activity – all without ever negatively impacting your score. You can opt in through Mobile and Internet Banking post conversion.

On July 21, we opened Nusenda accounts for some Western Heritage members in preparation for the conversion to Nusenda systems and so we could order VISA debit cards. These have no balance and should not be used before August 19.

Yes, member-to-member transfers can be completed online. These can be set as one-time transfers or recurring transfers, and you can link accounts for future use if you prefer. You will need the member number, sub-account number, and the first three letters of the last name of the member you are transferring to (this will be the primary account holder’s last name, if the last name is hyphenated, it’s the first three letters of the first last name). The funds will be transferred instantly and available for the member to use.

Yes, Nusenda offers Person-to-Person (P2P) transfers at no cost to members. Transfers can be completed from Mobile and Internet Banking by using the recipient’s phone number or email address.

Here are some key details about this money transfer option:

• $750 daily limit for the first four months.
• $1,500 daily limit after the first four months. (Acquired Western Heritage accounts fall into this category.)
• No fee or cutoff time.
• The recipient has seven days to accept the funds. 
  

Positive Pay will help you avoid financial loss caused by check or ACH fraud and offers a simple solution to identify fraudulent items presented on your accounts by verifying the authenticity.

At this time, you will have multiple Mobile and Internet Banking login profiles to access accounts depending on the account type and ownership. For instance, your consumer (personal) accounts will not show up in the same login session as business accounts. This could also be the case if the individuals/owners on the account were different e.g. primary vs. joint, resulting in multiple memberships being created. Prior to the acquisition, you were mailed a member number letter for each membership created as a result of the conversion. Please ask an employee for details if you didn’t receive this information.

The credit union continues to evaluate our processes and how we can enhance the member experience. We are actively working with a new Mobile and Internet Banking platform which will allow members to see all accounts under one login session. This will improve the member experience and help members maintain their accounts in one session. 

If you are a business member using Merchant Capture, you will have access to our Remote Deposit Plus service post-conversion. The service, functionality, and log in credentials are the same, just with a different name.

To locate your full account number in Nusenda's Mobile and Internet Banking, follow these easy steps:

• Download the Nusenda Mobile Banking App
• Log into Mobile and Internet Banking
• Click on your account name tile, then click the details and Settings tab
• Your account number is listed under Account Number for Direct Deposit

Although your account number(s) will remain the same, Western Heritage Freedom Money Market and Platinum Money Market will be replaced by Nusenda Money Market. Click here for more details about Nusenda's Money Market accounts.