Answers to Frequently Asked QuestionsAnswers to Frequently Asked Questions

 
What branches are open and have there been any reduction in branch hours or availability?
Currently, the majority of Premier America’s branches are open with regular hours. We have 4 branches that are located inside facilities that have shut down due to concerns for the Coronavirus.  Please visit our special Branch Services page for details.
 
What account management services are available to me if I can’t make it to a branch?
Remote access to your account is as near as your mobile device or computer. You can find more information about using Online Banking & our Mobile App to make managing your accounts easy by clicking here.        
 
How do I enroll so I can use Online Banking and the Mobile App.
It’s easy! Just fill out the form on the Online Banking Enrollment page.
 
I have forgotten my password, how can I get it reset?
We can help you reset it. Just visit the Password Reset page and provide the information requested.
 
I am locked out of Online Banking, what should I do?
To unlock your password, visit the Password Reset page and provide the information requested.
 
I have heard about an increase in fraud, how can I protect myself?
If you receive a suspicious email or text message, don't respond, click on links, or open attachments. Please know that we won't ask for confidential information—such as your PIN, access code or Online Banking password—if we reach out to you. Here are tips that will help keep you safe. Fraud Tips
 
How can I reset my PIN (Personal Identification Number)?
With your debit or credit card handy, call PINNow at 888-891-2435 and you will be able to select a PIN. This service is available 24/7.
 
How do I report a lost or stolen card?
If your card is lost or stolen, immediately let us know so we can help protect your account from unauthorized transactions. You can call 800-811-2917 anytime to make a report.
 
How long does it take to replace a credit or debit card?
If you are near a branch, your credit or debit card can be instantly re-issued to you. If you call to request a new card, it will take 5 to 7 days to arrive.

Do you offer loan deferrals or other types of financial assistance?
If you’re experiencing a financial hardship due to the COVID-19 emergency, we’re here to provide assistance with your Premier America loan. To request a loan payment deferral or additional loan assistance, please complete our quick request form or speak with a Member Service Representative at 800-772-4000, ext. 3991.

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