Kirtland CU Online, Mobile, and Telephone Banking will be unavailable on Sunday, December 11 between 12:30 – 7:30 a.m. as we perform system maintenance.

Kirtland CU branches and the Member Contact Center will be closed on Monday, February 20 in observance of Presidents’ Day.

We have engaged FORVIS, LLP (Attn: Jeff Rosno, 1801 California Street , Ste. 2900, Denver, CO 80202) to perform member verifications. Kindly compare the balance of your accounts on your December 2022 statement WITH YOUR RECORDS. If balances do not agree, please address your discrepancies directly to FORVIS, LLP. Include your name, truncated account number, and an explanation of the difference noted.  A reply is not considered necessary unless a difference is noted.

January 19, 2023: Visa® Credit Card Production Delay

We wish to inform you that members are experiencing long wait times to receive their Visa® Credit Cards. Normal processing times are typically 5-10 business days (2 weeks). Currently, replacement Visa® Credit Cards may be delayed by as much as 8 weeks.  

Factors contributing to the current delays:

  • Staffing constraints – Card processors are experiencing staffing shortages.
  • Capacity constraints – Card processor production backlog due to increased demand and equipment challenges.

 

We apologize for the inconvenience and understand the frustration caused by these delays. Although this delay is affecting many institutions nationwide, we are doing everything we can to help resolve the issue for our members.

You should expect delays if:

  • You report your Visa® Credit Card lost/stolen/damaged and need a replacement card.
  • Your Visa® Credit Card is expiring, and you’re expecting a renewal card.
  • You recently opened a new Kirtland CU Visa® Credit Card.

 

If your Visa® Credit Card is delayed, or you suspect it might be:

  • You can access your line of credit by using our cash advance feature free of charge. Please call us at 1.800.880.5328, and we’ll process your request. 
  • Consider using your Kirtland Credit Union debit card – debit cards are not affected.
  • You should consider contacting any merchants you have scheduled automatic payments tied to your Visa® Credit Card and make other payment arrangements.

 

Please check back here often for updates.  If you need further assistance, you may call Cardholder Services at 1.866.820.2902 or our Contact Center at 1.800.880.5328. 

Your membership is important to us and keeping you informed is our commitment to you as our valued cardholder. Thank you for your membership. It’s our honor to serve you.

Frequently Asked Questions

Credit card production is delayed because of higher peak season volumes and production equipment maintenance challenges at the card production facility. This is not only affecting Kirtland CU. It is affecting other credit unions nationwide.

The replacement credit cards can take up to 8 weeks for delivery.

  • The timeline starts when a new/replacement card is requested. 
  • If your credit card has expired or been reported lost/stolen, unfortunately the credit card is no longer valid.
  • If your credit card is reported lost/stolen, a new credit card will be assigned during the production process, and the lost/stolen credit card will no longer be valid.

Yes, you should make other arrangements for your payments until you receive your new card. Additionally, when your card arrives, reoccurring payments will need to be updated with the new card number for each merchant.

No, you will not be charged.

  • Letters were sent via US Postal Service to all Visa® Credit Cardholders (letters were sent to the primary address we have on file).  If you didn’t receive a letter, please contact us to ensure we have your correct mailing address.
  • Email communication was sent to all Visa® Credit Cardholders who have a valid email address on file.

We cannot expedite (rush order) replacement credit cards.  This may cause additional delays in delivery due to the existing production and shipping delays.

Yes, as with every new credit card we reissue, the security code (CVV) is changed for security purposes.

Note: We do not have access to the security code and cannot provide this information to you.  It will arrive in the mail, separate from your card.  This is for security purposes and the normal process you’re likely already using.

 

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Kirtland CU Online, Mobile, and Telephone Banking will be unavailable on Sunday, December 11 between 12:30 – 7:30 a.m. as we perform system maintenance.