| E-Statements |
 | What if a member forgets their E-Statement password? They are receiving the error: "password is incorrect". |
| The password you use for e-statements is the same password you use to sign into Online Banking. If you have forgotten your password for Online Banking/e-services, please contact us at 1-800-351-1670 to re-set your password. |
| A member received his statement, however he is unable to open it. The following error is received - "There was an error opening this document. This viewer cannot decrypt this." |
| Most likely they do not have the correct version of Acrobat Reader on their computer. Adobe Acrobat 5.0 or higher is needed to view the statement. To download Adobe 5.0, the member first needs to un-install their previous version.
My Computer
Control Panel
Add/Remove Programs
Click on current version of Adobe to highlight
Click Uninstall or Remove button
Once this is done, the member can install Adobe Reader 5.0 by clicking on the Adobe picture at the bottom of our online banking sign on page or going directly to the link at www.adobe.com. |
| What is the benefit of using E-Statements if I already use online banking? |
| By signing up for E-Statements, member's printed statements will no longer be mailed. This saves the credit union money. You receive the e-statement quicker than the statement that is mailed to you. E-statements is also password protected which makes it secure. Also, the e-statement looks just like the printed statement so it is an official statement copy, not like the online banking statements which look like transaction printouts. The e-statements can be saved on the member's computer indefinitely for easy record keeping purposes in case the member needs it at a future date. |
| How can a member sign up for E-Statements? |
| If you don't receive your statements electronically, it's easy to sign up. IT'S FREE and paperless!
Please print a copy of these instructions. It will make it easier to follow while signing up for the service. To sign up for e-statements, please follow these steps:
1. Sign in to Online Banking
2. Click on 'e-Services'
3. Read the User Agreement & either agree or disagree. If you agree enter your password for online banking again & click on submit.
4. Enter your primary email address & click on: Subscribe.
5. An activation code will be sent to your primary address. Enter the activation code that was sent to your email address & click: activate my address.
*Please note if you click activate later, you HAVE NOT signed up for E-statements.
6. Whether you choose to activate my address or later, on the next screen click on the tab 'E-statement'.
7. Verify your primary e-mail address & you can enter a secondary e-mail address also. The e-statement will then go to both addresses.
If you have any questions, please feel free to contact us.
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| What do I do if something is wrong on my e-statement regarding a electronic transfer or transaction? |
| In case of errors of questions about the electronic transfers:
Please telephone us at 915-562-1172 ( El Paso), 575-526-4401 (Las Cruces) or toll free at 1-800-351-1670; or write us at FirstLight Federal Credit Union, P.O. Box 24901, El Paso, TX 79914-9001, as soon as you can if you think your statement of receipt is wrong, or if you need more information about a transfer listed on the statement or receipt. We must hear from you no later than 60 days after we send the first statement on which the error or problem appeared.
1. Tell us your name and account number
2. Describe the error of transfer that you are unsure about and explain as clearly as you can why you believe it is an error or why you need more information.
3. Tell us the dollar amount of the suspected error.
We will investigate your complaint and will correct any error promptly. If we take more than 10 business days to do this, we will re-credit your account for the amount you think is in error so that you will have use of the money during the time it takes us to complete the investigation.
Billing rights summary:
If you think your statement is wrong, or if you need more information about a transaction on your statement, write us at the address shown on your statement as soon as possible. We must hear from you no later than 60 days after we sent you the first statement on which the error or problem appeared. You can telephone us, but doing so will not preserve your rights. In your letter, give us the following information:
1. Your name and account number
2. The dollar amount of the suspected error
3. Describe the error and explain if you can why you believe there is an error. If you need more information, describe the item you are unsure about.
You do not have to pay the amount in questions while we are investigating, but you are still obligated to pay the parts of your statement that are not in question. While we investigate your questions, we cannot report you as delinquent of take any action to collect the amount you question.
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