FAQ
Frequently Asked Questions
General Questions.
For up-to-date branch hours and information please visit www.metrocu.org/locations.
Yes, appointments can be booked at www.metrocu.org/about/appointments.
A wire transfer can only be completed at any branch location, an appointment is not required but highly recommended. Metro cannot perform wires over the phone or via an email request, this is an in-person service only.
Yes, notary services are available for members at all branch locations. An appointment is not required, but highly recommended.
Yes, Metro offers Medallion Signature Guarantees for members only at the Burlington, Boston – Mass Ave, Boston – Commonwealth Ave, Chelsea – Main, and Framingham branches. Appointments are required. Requests for signature guarantees cannot exceed $250,000.
Coin machines are available free of charge to members at all locations except our Burlington and Melrose branches.
Limited after-hours support is available for iBanking, debit cards, and credit cards at 877.696.3876. For all other inquires, you may reach out via secure message in iBanking, email, or call during regular business hours.
You can view a listing of all Metro branches here.
Account Questions.
Metro’s routing number is: 211381990
Metro rebates the maintenance fee associated with your My Reward Checking account instead of waiving it. If your account meets the requirements the fee will be automatically waived by the system.
You can make deposits into your Metro account several ways:
- Visit a branch to make a deposit
- Deposit checks or cash at a Metro ATM
- Set up Direct Deposit
- Deposit a check from anywhere with our mobile app
You will need a social security or tax ID number, 2 forms of identification, and funds to deposit at account opening. Acceptable primary IDs are a driver’s license, US passport, current resident alien card, US government military ID. Acceptable secondary IDs are a payroll ID with photo, firearms ID with photo, major credit card, debit card with VISA or Master Card logo. Learn more: How do I become a Member?
You can place a stop payment in person at a branch, over the phone with Member Services, or via iBanking. Please reference our current fee schedule for stop payment fees.
You can dispute an ACH transaction in person at a branch, over the phone with Member Services, or via secure message in iBanking. Paperwork will need to be signed and completed to initiate the process. Transactions can only be disputed within 60 days of being posted to your account.
An account can be closed in person at a branch, over the phone with Member Services, by email, or via secure message in iBanking. Please make sure all direct deposit/automatic payments and bill payments have been cancelled. For requests made via iBanking or email, a check will be mailed to the address on file.
The Membership Savings account is a required account for membership with Metro.
Checks can be reordered by logging into the full iBanking website and clicking on the “Self Service Center”.
Your address can be updated in iBanking by clicking on the “Self Service Center”, or you can update your address in person at a branch or by calling Member Services.
You can change the name on your account after you have updated your primary identification. Bring the new ID to any branch location and sign the appropriate documents to submit the change. Alternatively, you can initiate the request through secure message in iBanking or via email for the documents to be sent to you.
You can add a signer to your consumer account in person at a branch. The new signer would need to be present, provide two forms of identification, and sign the appropriate documents. You could also initiate the request through secure message in iBanking or via email for the documents to be sent to you.
Your full account number is available within iBanking. If you are a new member that recently closed on a loan with an auto dealer, your account information will be emailed to you -if an email was provided on the loan app.
You can add a beneficiary to an account by visiting any branch location and completing new signature cards. You will need to provide the name, SSN, address, date of birth, and phone number of the individual being added to the account. You may have one beneficiary per account number. If you are unable to visit a branch, you can submit a request via secure message in iBanking or email to start the process.
You will receive your Christmas Club funds October 1st and Vacation Club funds May 1st through automatic transfer to the bank account you choose for disbursement.
Debit Card Questions.
To activate your debit card or reset your PIN, please call 800.992.3808. This automated line is available 24/7.
Yes, all our branches can provide a new debit card on the spot (not valid for business accounts).
There is a replacement fee of $10.00 for a lost debit card. Damaged debit cards may also be subject to a replacement fee.
To place a freeze on your debit card you may access the “Cards” menu from Metro’s mobile app and change the card status. If you find your card, you can change your status back. If you are certain the card is lost, report the card missing by calling 877.MY.METRO (877.696.3876) option 4, even if you have already blocked the card.
If there is an unauthorized transaction on your account, you should first attempt to resolve the matter with the merchant. If you are unable to resolve the situation, you can start a dispute by contacting our Fraud Dispute Team at 877.696.3876 option 4. Transactions can only be disputed within 60 days of being posted to your account.
Yes, your card can be used anywhere VISA is accepted. For travel, we highly suggest placing a travel notification through CardValet in the Metro mobile app, via a secure message in iBanking or by calling Member Services.
Yes, this fee is typically 1% of the purchase amount. However, it will vary depending on currency exchange rates.
iBanking Questions.
iBanking is Metro’s online banking platform that allows you to view accounts, make transfers, pay bills, update contact information and more! Learn more: iBanking
You can enroll in iBanking by clicking on iBanking Login from the main page of MetroCU.org. On the next screen, you will select the appropriate “enroll” option. You will need a valid Metro account number as well as your personal information.
To change your password, simply navigate to the “Self Service Center” tab in iBanking.
If you have not locked yourself out, you can use the “Forgot Password” option from the main login screen.
If you are locked out, we will need to speak with you to assist. Please call us at 877.MY.METRO option 3; iBanking support is available 24/7. You may also visit a branch for assistance. We are unable to access password reset requests via email.
Statements are available by clicking on eDocuments while logged into iBanking on MetroCU.org or by selecting “Menu”, then scrolling to eDocuments from the mobile app. Statements can only be printed when opened from the full iBanking site on MetroCU.org.
A minimum of 13 months of statements will are available in iBanking. For statements beyond that, we can provide you with statement copies via a research request. Please reference our current fee schedule for research and reproduction statement fees.
Yes! To activate these services, select “Menu” from within the mobile app, then “Self Service Center”. From there, select “Manage Fingerprint/Face ID” and follow the on-screen prompts.
To make a mobile deposit, simply log into Metro’s mobile app and select “Deposit a Check”. There is a limit of $5,000 per day. Checks must be signed and endorsed with “For Mobile Deposit”. Only checks payable to members on the account will be accepted. Should your mobile deposit be rejected, you will receive an email notification.
Yes. To hide an account using the full website version of iBanking, select “Accounts” and then “Account Settings”. Under the tile that reads “Account Sort/Hide”, click the eye icon to hide or unhide an account, then click Save. From the mobile app, click on “Menu”, then “Self Service Center”, and select “Account Settings”. Click the eye icon to hide and unhide accounts.
Zelle Questions.
Zelle is a person-to-person payment service that allows you to send money to anyone via an email, telephone number, or account number. The limit on transfers is $1,500.
Zelle payments can be received same day for payments $500 or less and next business day for transfers over $500.
From time to time this can happen due to first-time use, suspected fraud, or inordinate activity. If this occurs, please call us at 877.MY.METRO option 3 during business hours. In most cases, once we can verify your information, we are able to release any blocks placed on your account.
Unfortunately, once a transaction is placed in Zelle you cannot stop the transaction from processing. It is important to make sure that all information entered for your contact is correct before submitting the transfer. Should the payee you sent funds to not accept the funds within 14 calendar days, the funds will revert to your account automatically.
You can send money to friends, family and others you trust2.
Since money is sent directly from your bank account to another person's bank account within minutes¹, it's important to only send money to people you trust, and always ensure you've used the correct email address or U.S. mobile number.
You can send, request, or receive money with Zelle.
- Once available, to get started, log into online banking or the mobile app, navigate to Bill Pay and select "Send Money with Zelle®". Accept terms and conditions, enter your email address or U.S. mobile phone number, receive a one-time verification code, enter it, and you're ready to start sending and receiving with Zelle.
- To send money using Zelle, simply add a trusted recipient's email address or U.S. mobile phone number, enter the amount you'd like to send and an optional note, review, then hit "Send." In most cases, the money is available to your recipient in minutes¹.
- To request money using Zelle, choose "Request," select the individual(s) from whom you'd like to request money, enter the amount you'd like to request, include an optional note, review and hit "Request"³.
- To receive money, just share your enrolled email address or U.S. mobile phone number with a friend and ask them to send you money with Zelle.
If you have already enrolled with Zelle, you do not need to take any further action. The money will be sent directly into your bank account, and will be available typically within minutes¹.
If you have not yet enrolled with Zelle, follow these steps:
1. Click on the link provided in the payment notification you received via email or text message.
2. Select Metro Credit Union
3. Follow the instructions provided on the page to enroll and receive your payment. Pay attention to the email address or U.S. mobile number where you received the payment notification - you should enroll with Zelle using that email address or U.S. mobile number where you received the notification to ensure you receive your money.
It's easy — Zelle will be available within Metro's mobile banking app and online banking within Bill Pay! Once available, check our app or sign-in online and follow a few simple steps to enroll with Zelle.
Zelle is a great way to send money to family, friends, and people you are familiar with such as your personal trainer, babysitter or neighbor².
Since money is sent directly from your bank account to another person's bank account within minutes¹, Zelle should only be used to send money to friends, family and others you trust.
Neither Metro Credit Union nor Zelle offers a protection program for any authorized payments made with Zelle – for example, if you do not receive the item you paid for or the item is not as described or as you expected.
You can find a full list of participating banks and credit unions live with Zelle here.
If your recipient's financial institution isn't on the list, don't worry! The list of participating financial institutions is always growing, and your recipient can still use Zelle by downloading the Zelle app for Android and iOS.
To enroll with the Zelle app, your recipient will enter their basic contact information, an email address and U.S. mobile number, and a Visa® or Mastercard® debit card with a U.S. based account (does not include U.S. territories). Zelle does not accept debit cards associated with international deposit accounts or any credit cards.
When you enroll with Zelle through your online banking Bill Pay account, or mobile banking app, your name, the name of your bank, and the email address or U.S. mobile number you enrolled is shared with Zelle (no sensitive account details are shared – those stay with Metro).
When someone sends money to your enrolled email address or U.S. mobile number, Zelle looks up the email address or mobile number in its "directory" and notifies of the incoming payment. then directs the payment into your bank account, all while keeping your sensitive account details private.
In order to use Zelle, the sender and recipient's bank accounts must be based in the U.S.
You can only cancel a payment if the person you sent money to hasn't yet enrolled with Zelle. To check whether the payment is still pending because the recipient hasn't yet enrolled, you can go to your activity page, choose the payment you want to cancel, and then select "Cancel This Payment."
If the person you sent money to has already enrolled with Zelle, the money is sent directly to their bank account and cannot be canceled. This is why it's important to only send money to people you trust, and always ensure you've used the correct email address or U.S. mobile number when sending money.
If you sent money to the wrong person, we recommend contacting the recipient and requesting the money back. If you aren't able to get your money back, please call customer services at so we can help you.
Scheduled or recurring payments sent directly to your recipient’s account number (instead of an email address or mobile number) are made available by Metro Credit Union but are a separate service from Zelle and can take 1 – 3 business days to process.
You can cancel a payment that is scheduled in advance if the money has not already been deducted from your account.
Yes! They will receive a notification via email or text message.
Keeping your money and information safe is a top priority for Metro. When you use Zelle within our mobile app or online banking, your information is protected with the same technology we use to keep your bank account safe.
If you don't know the person, or aren't sure you will get what you paid for (for example, items bought from an online bidding or sales site), you should not use Zelle for these types of transactions.
These transactions are potentially high risk (just like sending cash to a person you don't know is high risk). Neither Metro Credit Union nor Zelle offers a protection program for any authorized payments made with Zelle – for example, if you do not receive the item you paid for or the item is not as described or as you expected.
Your email address or U.S. mobile phone number may already be enrolled with Zelle at another bank or credit union. Call our Member Service Center at 877.MY.METRO and ask them to move your email address or U.S. mobile phone number to Metro so you can use it for Zelle.
Once customer support moves your email address or U.S. mobile phone number, it will be connected to your account so you can start sending and receiving money with Zelle through the mobile banking app and online banking. Please call Metro's Member Service Center at 877.MY.METRO for help.
Credit Card Questions.
If your card offers rewards, you can visit CURewards.com or call 800.637.7728 for more information.
If there is an unauthorized transaction on your credit card, you should first attempt to resolve the matter with the merchant. If you are unable to resolve the situation, you can start a dispute by contacting our Fraud Dispute Team at 800.449.7728. Transactions can only be disputed within 60 days of being posted to your account.
You can select a new PIN by calling 888.886.0083.
There is a replacement fee of $10.00 for a new credit card.
All secured credit cards are subject to a $59.00 annual fee.
You can access this information by clicking on the “Accounts” option at the top of the page, then “Credit Cards”. Once the page loads, click on “Credit Card Portal” on the right-hand side of the page. This portal will allow you to review transactions, make payments from other institutions, view statements, and more!
The best way to make this payment is by clicking on the “Accounts” option at the top of iBanking, then “Credit Cards”. Select the appropriate card from the drop down and enter the remaining payment information.
You can set up automatic payments from an internal or external account by completing a Payment Authorization Form. You have the option to pay the full balance or minimum balance. You can request a form in person at a branch, over the phone, via email, or through secure message in iBanking.