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Frequently Asked Questions

MyCardInfo


What is MyCardInfo? MyCardInfo allows you to view your credit card transactions and your statements online. It also provides information on who to call with questions, payment addresses, and how to handle fraud and dispute claims.

How do I enroll? Enrolling is as simple as entering your account information, assigning a Username, Password, and Personal Security Code, and completing a few security controls. You will then have access to your online account. If you are not currently enrolled or logged into the MyCardInfo system yet, just click on the HOME link at the bottom of the page and you'll be re-directed to our Enroll/Login page.

What if my Username or Password does not work? If you encounter any questions or concerns that are not answered by following the online instructions during your enrollment or login process, call our customer call center (866)341-5195.

How do I make a Payment on my account? The easiest way to make a payment is through the Make A Payment option in Mycardinfo. By entering your checking or savings account information, you can have a payment posted to your account within a few business days. Also, you can make a payment by stopping in at your local financial institution office or by mailing payment to:

Bankcard Department
PO Box 14407
Des Moines, IA 50306

If you have any questions, please contact our customer call center at (866) 341-5195.

If I suspect Fraud or Forgery, what should I do? Visit our Online Assistance page and fill out a Fraud and Forgery Affidavit. Complete the form, and fax to (515) 457-2074 or mail to:

Fraud Department
PO Box 10409
Des Moines, IA 50306

If I want to Dispute a transaction, what should I do? Visit our Online Assistance page and fill out a Dispute Form. Complete the form, and fax to (515) 457-2074 or mail to:
Cards Risk Management Team
PO Box 10409
Des Moines, IA 50306

Is Mycardinfo safe? Mycardinfo is designed to keep your account information secure. Your session will time out after 20 minutes of inactivity and your account number is never displayed on the screen. Also, you have the ability to select specific security controls that only you would know. If you have any questions please contact our customer call center at (866) 341-5195.


Activation and Use


How do I activate my account? When you receive your card, please call 888-691-8661 from your home phone. Once your card is activated, don’t forget to enroll in MyCardInfo for full online access.

My card has been lost/stolen, what should I do? Please call (866) 341-5195 immediately to report your lost card. Our customer service team will disable the card limiting unauthorized spending. To better assist us in servicing your account, please let us know where your card was lost/stolen and the last authorized transaction on the card.

I think I have fraud on my account, what should I do? Please call (866) 341-5195 immediately to report any fraud.

What is Verified by Visa and how do I register? Verified by Visa is another layer of security Visa offers its cardholders for online purchases. Please visit Visa’s website to register and for more information.

How can I get my credit limit increased? Maintaining a high credit score will earn you a higher line of credit. In the event you need a credit limit increase, please call (866) 341-5195 to request the additional amount.


General Information


What is APR and how do I find my APR information? APR is annual percentage rate, this is the amount of interest that is billed to your account for the convenience of carrying a balance. Please review your card agreement and welcome letter for complete APR details.

What is a line of credit? This amount is listed on the card carrier, the letter that your card was glued to, in the upper right corner. You may also view your credit line and the balance remaining for purchases and cash advances on the Account Overview page once you have logged into MyCardInfo.

What is a minimum monthly payment? This amount is the monthly minimum you must pay to keep your account in good standing. This minimum amount is clearly stated on each statement and is equal to 3% of the new balance but at least $20. If the new balance is less than $20, then the minimum payment would be equal to the new balance.

Who do I talk to if I need help understanding my credit card statement? If you have questions regarding your statement or if you feel there is an error please contact our customer call center (866) 341-5195.

I have a dispute on my credit card statement, what do I do? If you do not recognize a charge or feel you were billed an incorrect amount, please follow these three steps. First, double-check your receipts and check with other authorized users of your card. Second, contact the merchant where the purchase originated. Finally, if you are unable to resolve your dispute with the merchant, please complete and mail or fax the appropriate form on our Online Assistance page to the designated number. If you have any questions, please contact our customer call center at (866) 341-5195.

How does my financial institution keep my personal information safe? Your account safety is our primary concern. Please refer to our Privacy Policy for specific policies and information.

I am traveling internationally, can I use my credit card? Your card will work in most countries. Due to fraud trends, we may restrict transactions in certain countries. We do strongly recommend that you call our customer call center (866) 341-5195 prior to your departure as a fraud protection measure. When traveling internationally please use the direct dial number of 00-1-515-457-2082. The toll free number will not work outside the United States.

Can I add an additional user to my credit account? Yes, please call our customer call center (866) 341-5195. They will quickly gather the necessary information from you. There is no fee for adding a secondary user.


Rewards


What rewards do you offer? Your credit card offers a full and generous rewards program. You may choose from cash, air, land, and sea travel, merchandise, or gift cards just to name a few.

How do I redeem my rewards? Please visit our rewards website for full details.


Account Access


I forgot my account password or user name, how do I get a new one? In the event you are unable to log into your account online please call (866) 341-5195 or use the I Forgot My Username or I Forgot My Password options in MyCardInfo.

How do I make a cash advance? There are three convenient ways to get cash from your credit card. You may visit your financial institution branch of call to request a PIN to make withdrawals from any ATM.

How do I get a personal identification number (PIN)? As a security measure to protect you, the cardholder, personal identification numbers (PINs) are not created unless they are requested. To request or to change your PIN, please call (866) 341-5195.