Frequently Asked Questions

Questions About DuGood

Who can join the credit union?

Anyone who lives, works, or worships in Jefferson, Hardin, Jasper, or Orange counties. Come get to know us, and be part of something good!

Want to become a member? Check out our member Switch Kit.

How much do I need to open an account?

At DuGood, you can open a savings account with a first time deposit of $5. If you would like to open a checking account, you can also do so with a first time deposit of $5.

What do I need to open an account?

In order to open an account, you will need a photo ID (State-issued driver license, state identification card, U.S. Passport, U.S. Government issued card, or U.S. Military issued card) and your Social Security Card or valid Alien Registration Card.

How many branches do you have?

We currently have ten branch locations in Nederland, Beaumont, Lumberton, Port Neches, Vidor, Orange, and Jasper. One of these branches is a full service Student Financial Center, located in West Brook High School. This branch is available for students, faculty, and staff only.

You also have free access to your accounts nationwide. To locate a participating credit union, visit our Hours and Locations page.

How many ATMs do you have?

At DuGood, we keep adding free ATMs to our network every day. We have an ATM at each of our branch locations. Locally, we have also partnered with credit unions throughout Southeast Texas to form the CU Pass Network. Right now, CU Pass includes about 60 ATMs and counting. If you’re traveling outside of the area, you can still access free ATMs. DuGood is also part of the CO-OP network, which offers over 28,000 locations across the United States and Canada.

DuGood does not charge members to use any ATM machine, however, a terminal surcharge fee may still apply at certain ATMs. For a complete list of totally free ATMs in the CU Pass and CO-OP Networks, visit our ATM Locations page.

What is your routing number?

Our routing number is 313186679

Managing Your Account

What is an account suffix?

An account suffix is a two-digit number that allows several different types of accounts to exist under one account number. For example, if your account number is 6573221, your checking account would be 6573221-09.

How do I use the account suffix for an electronic payment?

Many electronic payment services will require an account suffix in order to debit/credit your account. Please be sure to include suffix information when filling out these forms. For example, if your account number is 6573221 and your checking suffix is 09, you will need to list your account number as 657322109, so that the money is withdrawn/deposited to the proper account. Suffixes vary, so be sure to confirm your suffix before submitting any electronic items.

What is the difference between a debit card and a credit card?

A debit card is just like using cash. Debit cards are attached to your checking account and do not accumulate interest. A credit card is a type of loan. When you use a credit card, you are actually borrowing money from VISA or MasterCard. If you use a credit card to make purchases, you will receive a bill each month. If you do not pay your bill in full, you will begin to accumulate interest.

Visit the Debit Card and Credit Card pages to learn more about what the services offer.

ID Theft Protection

Who is eligible for Fully Managed Recovery services?

All credit card holders and anyone who purchases an ID Theft Protection Plan.

How are services activated?

Covered members are eligible for their Fully Managed Recovery services immediately upon opening a credit card – there is no activation of the Recovery Services required.

What if a covered member wants more benefits than what is provided with their account?

Any member, whether a credit/debit card holder or not, may purchase a benefits package through the Fraud-Defender website at any time.

How does a member cancel their services and what happens when they do?

Credit Card Holders: Since the identity fraud benefits are embedded as a feature of the account, the member remains eligible for the services as long as the covered account is open.

Purchased Plans – Members have two options:

  1. Cancel by phone using the toll-free hotline available on the ID Theft Protection website
  2. Cancel within the website. Log in to the Identity Care Account and cancel the benefits under the ‘My Profile’ tab.

The benefits will terminate at the end of the month in which the request is made. If the member chose the annual payment method, we will refund any unused portion of the annual subscription back to the credit/debit card or ACH account that was used to make the subscription payment originally.

What if a member loses his/her wallet or debit card?

Even though the items may simply be lost, not necessarily in the wrong hands, the individual should be submitted for assistance from a Recovery Advocate. The Recovery Advocate knows the steps to take to help prevent or mitigate identity theft in these circumstances.

What documents are covered?

Driver’s License, passport, birth certificate, Social Security Card, license or certification documents, marriage license, credit cards, debit cards, etc.

What is Lost Document Replacement?

If an important document is lost or stolen, the member can receive help from a Recovery Advocate who will perform the necessary steps to assist the member in replacing the missing document.

What are the qualifications for Recovery Advocates?

Recovery Advocates provide the highest quality of services, backed up by the following licenses and certifications:
Credit Certifications:

  • FCRA & FACTA Certified (Renewed every 2 two years)

Identity Theft Certifications:

  • Licensed Private Investigators
  • Certified Identity Theft Risk Specialists (CITRMS)
  • Certified Financial Crimes Investigator (CFCI)
  • Certified Fraud Examiner (CFE )
  • HIPAA Certified

Crisis Management Training:

  • NXG Certified

Other Information:

  • Members of Amcrin’s CrimeDex
  • Average 20 years of Fraud Remediation Experience

What does the Recovery Advocate do?

The Recovery Advocate works one-on-one with the member to assess the situation and develop an identity recovery plan. Then, the Recovery Advocate works on the victim’s behalf to remediate the fraud under the authority of a Limited Power of Attorney. Once recovery is complete the Recovery Advocate follows up for 12 months and if any new issues arise a new case is opened.

Who should the member contact to utilize the recovery services?

The members have two options:

  1. Call or visit a DuGood branch. A credit union representative will confirm eligibility by ensuring the member owns a covered account then submit the victim through the online submission portal. Only a few pieces of information are required to start the case. A Recovery Advocate will contact the victim within 24 business hours – but usually much quicker (within a few hours).
  2. If they have purchased a website subscription package, call the toll-free hotline available on the ID Theft Protection website. Phones are answered 24/7/365.

When should the member take advantage of identity recovery services?

Whenever the member suspects identity theft for any reason. If there is actual evidence of identity fraud or if the member’s personal information has been compromised (e.g. lost wallet, data breach, phishing scam, etc.), a Recovery Advocate can assess the situation and create a plan of action for the member.

Does the member need to confirm identity theft to be eligible for Recovery?

Fraud does not need to be confirmed prior to requesting assistance. The Recovery Advocate will do the research to determine if identity theft exists and will remediate the fraud if it exists. If not, the Recovery Advocate can take preventative actions like placing fraud alerts on the member’s credit files.

Is there a time limit for the recovery process?

There is no time limit on recovery – the Recovery Advocate will continue to work until the victim’s identity is restored to pre-theft status and all problems are resolved. Once the identity is restored, the Recovery Advocate will follow up for 12 months to assure that no further problems have surfaced.

How long does the recovery process take?

There is no way to accurately estimate the length of recovery because each individual fraud case is different. Depending on the nature of the problem, complete resolution may take from a few days to many months or more.

How does the recovery process work?

The Recovery Advocate will create a customized recovery plan and will perform the legwork for the victim. Through a Limited Power of Attorney (when needed), the Recovery Advocate will contact and remediate the fraud with government agencies, retailers, credit agencies, financial institutions, etc.

What about children in college or the military?

As long as they maintain the same permanent address as the covered member, dependents under age 25 are covered.

Are family members eligible for recovery services?

Credit Card Holders: Free ID Theft Protection Services extend to three generations (3G) of the member’s family. Included are the spouse or domestic partner, children up to age 25 with the same permanent residence, any IRS-qualified dependents, and parents of the member with the same permanent residence or in elder care (nursing home, assisted living, hospice), with benefits extended up to 12 months after death.

Purchased Plans: The same 3G coverage applies when the FAMILY plan is purchased. 3G is not included with individual plan options.

The 3G family benefits apply to the Fully Managed Recovery services portion of ID Theft Protection services only.

What types of identity theft are covered?

ALL types of identity theft – financial or non-financial. It does not need to be related to an account with DuGood. Non-financial identity theft may be related to government documents or government benefits, utilities, employment, medical, and many more. This program covers all types of identity fraud.

What makes these services different from other programs?

With this program, the victim is not required to have the time, skills or knowledge to perform the recovery tasks. A professional, certified Recovery Advocate will work on the victim’s behalf to perform the recovery tasks and restore the victim’s name to pre-event status.

Online and Mobile Services

What is Online Banking?

Online Banking is a way for DuGood members to manage their money online. After visiting, members must enter their login information. Once they have completed all the security steps, members can check their balance, transfer money, view cleared items, set up account alerts, pay bills, and more. Online Banking is one of DuGood’s many free electronic services.

Learn more about DuGood’s Online Banking.

Why can’t I log into Online Banking?

You may have inadvertently locked yourself out of Online Banking. Online Banking will lock after three invalid login attempts. To reset your information, please contact the credit union.

System maintenance takes place periodically throughout the month. Maintenance usually takes place once a week after midnight and lasts approximately 3 hours.

How do I sign up for eStatements?

To sign up for eStatements, login to Net 24. Once you have completed all the security steps, click the eStatements link under the Accounts tab. Complete the short registration form, and you’ll have immediate access to your credit union statements.

Learn more about eStatements.

How do I change my email address for eStatements?

  1. Login to Net 24 and click the eStatements link under the Accounts tab
  2. Click on Change registration information at the bottom of the screen
  3. Click the button next to To change your email address
  4. Enter you address twice (your old address will be displayed above the two input boxes)
  5. Click Submit

Why can’t I open an eStatement?

If your computer is using any sort of “pop up blocker”, you will not be able to view your eStatements. You can either disable the pop-up blocker prior to visiting the eStatement site and then re-enable it once you are finished, or some pop-up blockers allow you to set exceptions. In this case, you can simply have your pop-up blocker software allow pop-ups on the eStatements page. Not all software can do this though.

Also check to see that you have the latest version of Adobe Reader installed.

Why are some Bill Pay items paid electronically and others by check?

If the payee accepts ACH (electronic payments), the payment will be made electronically. If not, the payment will be made via check.

Bill Pay items are processed by Metavante, our Bill Pay service provider. Metavante retains sole discretion when deciding to pay items by check or electronically.

Learn more about Bill Pay.

When does Bill Pay pull funds for payments?

Bill Pay is a two step process. The steps are “authorization” and “posting”. Authorization means that your account has enough money in it to cover the bill.  Posting means the money is actually taken from your account.

For example, if a bill is scheduled to be paid on the 15th of the month, the bill will be authorized for payment on the evening of the 15th. The funds will come out of your account the next morning when the payment posts.

Payments are not authorized on weekends or holidays. They will be pulled the following business day.

How long does it take for Bill Pay items to process?

Payments should be set up at least 10 days in advance if at all possible. This is because some payments are made via check and need time to arrive to the payee via the Postal Service. It is not recommended to set up a payment on the day it is due.

Remote Deposit

What are the qualifications for Remote Deposit?

Any DuGood member who meets the following set of criteria can use Remote Deposit:

  • Must have the DuGood Mobile App
  • Must be 18 or older
  • Must have a Checking or Savings Account established for at least 90 days
  • Account must be in good standing with a monthly average balance of at least $10

Are there fees to use Remote Deposit?

DuGood’s Remote Deposit Capture is a FREE service to our members.

Internet access is required in order to download and use the DuGood Mobile App, including Remote Deposit service. Your carrier may charge you for data services on your mobile device. Contact your mobile service provider for details.

Are there any types of checks that cannot be submitted using Remote Deposit?

The following checks cannot be submitted for deposit using Remote Deposit:

  • Any check that is stamped with a “non-negotiable” watermark.
  • Any check that contains evidence of alteration to information on the check
  • Any check issued by a financial institution in a foreign country
  • Any check that is incomplete
  • Any check that is “stale dated” or “post dated”
  • Any check that has been re-deposited or returned for any reason (such as Non-sufficient, Refer to Maker, etc.)
  • Any check payable jointly, unless deposited into an account/suffix in the name of all payees
  • Third party checks
  • Savings Bonds
  • Any check not listed that is prohibited by DuGood’s current procedures

Are there deposit limits for Remote Deposit?

Current deposit limits for Remote Deposit:

  • Maximum deposit amount per check: $2,500
  • Maximum deposit amount per day: $3,000
  • Maximum number of deposits per day: 2
  • 30-day deposit limit: $6,000

Limits subject to change.

How do I sign up for Remote Deposit

To begin the enrollment process for Remote Deposit, you must first have the latest version of DuGood’s Mobile App.

  1. Open the mobile app by selecting the DuGood icon on your device
  2. Select the More option on the navigation bar, and then scroll down to Deposit
  3. Next, select Signup for Remote Deposit to register for the service

Once you have applied, the credit union will determine your eligibility. You will be notified by email if approved. Be sure to add to your contact list or friendly senders list so that the notifications do not get lost in your junk mail.

How should I endorse the check?

On the back of the check, write:

  1. For remote deposit only MM/DD/YY” (today’s date)
  2. DuGood FCU
  3. Your Signature

On the front of the check, write:

  1. Scanned” in the memo area or at the top of the check

What else will I need to do to send in my deposit?

After you endorse the back of the check(s) as indicated above, you will need to do the following:

  1. Write “scanned” on the front of the check(s)
  2. Open the DuGood Mobile App on your device
  3. Select the More option on the navigation bar, and then scroll down to Deposit
  4. Enter your username and password (you previously set up when you enrolled) and push Login
  5. Click on Make a Deposit
  6. Click on Front and take a picture of the front of the check, making sure the entire image is contained within the box
  7. Click on Back and take a picture of the back of the check, making sure the entire image is contained within the box shown
  8. If you have multiple accounts/suffixes set up to deposit to, then click on Deposit and select the account or suffix you want to deposit to, then push Done (If you have only one account/suffix set up the account or suffix will automatically show here.)
  9. Push Amount and enter the amount of the check, then push Done
  10. Verify the information entered is correct, and then push Continue
  11. Finally, select Deposit Check to send your check image to us

How will I know if my deposit was received?

Shortly after you have submitted your check for deposit, you will receive a notification on your phone indicating the deposit was received. If there is a problem with the image, the notification will ask you to go back and try again.

How will I know if my deposit was accepted?

After your deposit is made, you will receive a notification on your phone indicating the check was accepted.

If there is a problem with the deposit after the image is transmitted successfully, you will receive a notification on your phone indicating the deposit was rejected.

When will the funds show up in my account?

Checks will be deposited the same day if they are received and accepted before 12:00 pm (Monday – Friday, excluding DuGood holidays). If your check is received after this time, funds will be deposited the next business day.

All checks deposited with Remote Deposit are subject to a 2-business-day hold.

How long should I hold on to my check(s) after it is scanned?

Once you have scanned your check(s) and your deposit has been credited to your account, you should securely store the original check(s) for 60 days before destroying it.

Member Services

What do you offer for children?

Members, ages 12 and younger, are automatically enrolled in our DuPup Club. DuPup teaches kids to save in a fun way. Whenever children deposit $5 or more into their savings accounts, they receive a stamp on the Bone Buck Card. Once their card is full, it can be redeemed for fun prizes.

Learn more about member benefits.

What do you offer for students?

In addition to our standard member perks, High School and college students can earn valuable scholarship money through our DuGood Scholarship Rewards program and our Student Advisory Council. High school students are also eligible to submit entries for a chance to receive a $500 scholarship. Entries are accepted starting at the beginning of each calendar year. learn more here.

Learn more about member benefits.

What do you offer for senior citizens?

Seniors, ages 55 and older, are automatically enrolled in our DuPlus Club. These members enjoy free trips and events, unlimited discounted checks, and more.

Learn more about member benefits.

General Credit Union Facts

What is a credit union?

A credit union is a cooperative, not-for-profit institution organized to promote thrift and provide credit to members. It is member-owned and controlled through a board of directors elected by the membership. The board serves on a volunteer basis and may hire a management team to run the credit union. The board also establishes and revises policy, sets dividend and loan rates, and directs certain operations. The result: members are provided with a safe, convenient place to save and borrow at reasonable rates at an institution which exists to benefit them, not to make a profit.

Who owns a credit union?

Most financial institutions are owned by stockholders, who own a part of the institutions and intend on making money from their investment. A credit union doesn’t operate in that manner. Rather, each credit union member owns one “share” of the organization. The user of credit union services is also an owner, and is even entitled to vote on important issues, such as the election of member representatives to serve on the board of directors.

How did credit unions start?

The first credit union cooperative started in Germany over a century ago. Today, credit unions are found everywhere in the world. The credit union movement started in this country in Manchester, New Hampshire. There, the St. Mary’s Cooperative Credit Association, a church-affiliated credit union, opened its doors in 1909. Today, one in every three Americans is a credit union member.