We know some White River Credit Union members are continuing to experience issues with their debit cards, and we understand how frustrating this can be, especially when it affects everyday purchases, recurring payments, or access to your money.
We want to make sure you have the information you need, so we’ve put together answers to some frequently asked questions.
Why is my debit card being declined?
Some merchants’ payment processors are still working to update their systems following a change in WRCU’s card processor.
In some cases, merchants’ systems may still be directing transactions to our previous processor, causing debit card transactions to be declined.
This issue doesn’t affect every merchant or every transaction, which is why your card may work at one location but not another.
When will the issue be resolved?
Unfortunately, we don’t have a confirmed timeline for when all transactions will return to normal.
The remaining updates need to be completed by individual merchants’ payment processors. We’ll continue monitoring the situation and sharing updates as more information becomes available.
What should I do if my debit card is declined?
If you’re having trouble completing a purchase, here are a few options to try:
- Select credit instead of debit. If you’re prompted to enter your PIN, try bypassing it and selecting credit.
- Try requesting cash back as part of a purchase transaction.
- Use an ATM to withdraw cash. WRCU will reimburse ATM surcharge fees incurred during this issue.
- Find a surcharge-free ATM. Use the ATM and Shared Branch Locator to find a participating ATM near you.
- Use another form of payment, such as a WRCU credit card, if available.
Please note that these workarounds may not work for every transaction or merchant.
What if my recurring payments or subscriptions are being declined?
If a recurring payment, subscription, or automatic transaction is being declined, the merchant may not have your current debit card information on file.
We recommend taking the following steps:
- Log in to your account with the merchant.
- Verify that your debit card information is up to date.
- Update your payment information if needed.
- If you’re unable to make changes online, contact the merchant directly for assistance.
Updating your card information with the merchant may be necessary for future transactions to process successfully.
Do I need to get a new debit card?
Your current debit card should continue working once the issue is resolved. A replacement card generally shouldn’t be necessary because of this issue.
If you have concerns about your specific card, please contact our team for assistance.
Why does my debit card work at some stores but not others?
Different merchants use different payment processors, and not all have completed the necessary system updates.
As those updates are completed, transactions at affected merchants should begin working normally again.
Is there a list of merchants experiencing issues?
Unfortunately, we don’t have a complete list of affected merchants.
Because the issue involves individual merchants’ payment processors, the experience may vary depending on where you’re making a purchase.
What if I need help with an important payment?
We understand that these issues can be especially concerning when they affect essential purchases, bills, or business transactions.
If you’re experiencing difficulties, please contact our team directly. We can review your specific situation and help identify available options.
Phone: (360) 825-4833 ext. 6, option 2
Email: WRCUVisa@WhiteRiverCU.com
How will WRCU keep members updated?
We’re committed to keeping members informed as we work through this issue.
We’ll continue sharing updates through our website, email communications, and Facebook page as new information becomes available.
We appreciate your patience and understanding. We know you’ve been counting on us to help you through this, and we’re here to assist however we can.
–White River Credit Union
