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QUESTIONS/TROUBLESHOOTING/ASSISTANCE


GENERAL QUESTIONS/ACCOUNT ASSISTANCE

Minimum Monthly Payments
If we do not receive your payment for at least the Minimum Payment Due by 5:00PM ET on the Payment Due Date, you will be assessed a Late Payment Fee and Interest Charge in accordance with the Terms and Conditions of the Credit Card Agreement. You can also lose the benefit of any outstanding Promotional Credit Plan balances if we do not receive a Minimum Payment within 60 days of the Payment Due Date. Payments must be received no later than 5:00PM ET on the Payment Due Date.
Payment Methods
There are three ways to make a payment:

1) You can pay on-line by clicking the MAKE A PAYMENT tab (once you are logged into the system).

2) You can pay your bill by check or money order and send it to the following address:
Credit First, N.A.
P.O. Box 81344
Cleveland, OH 44188-0344

3) You can make an electronic debit to your checking account (ACH) by calling us toll-free at 800-321-3950.

(Payments made by any other method may be delayed)
How may I request that a printed copy of my Credit Card Agreement with CFNA be mailed to me?
You may submit your request in the "Contact Us" form at the top of this screen, or by phone or mail at: Credit First National Association, BK-11/ Customer Service, P.O. Box 81315, Cleveland, OH 44181-0315. Phone (toll-free): 1-800-321-3950

A link to the Credit Card Agreement is available at the bottom of each screen.
Customer Service hours of operation
Our Customer Service representatives are available to assist you Monday through Friday 8:00am - 9:00pm ET and Saturday 9:00am - 5:00pm ET.

You can access our Interactive Voice Response (IVR) unit by telephone 1-800-321-3950 seven days a week, twenty-four hours a day.
The IVR can:
- Provide you with account information such as balance and available credit;
- Allow you to make a payment.
Complaints about a purchase or service work.
You should contact the merchant where you made your purchase/service.
Six Month Promotional Payment Plan
You will not owe us Interest Charges that accumulate on Six Month Payment Purchases during the Delay Period if we receive (a) the required Minimum Payment Due by its Payment Due Date for each Billing Cycle during the Delay Period and (b) the full amount of your Six Month Payment Purchases by the Six Month Payment Plan Due Date. You can lose benefits of the Six Month Payment Plan early if you make late payments. Please see the Credit Card Agreement for more information.
Making an online payment
Click on the MAKE A PAYMENT tab and enter the following information in the fields provided:

1.) Payment amount. This must be at least $10 but no more than your current balance.

2.) Payment Date. This can be as early as today but no further than six-months from today's date.

3.) Routing Number. Your checking account routing number as written on the left-hand side of your check.

4.) Checking Account Number.
Deleting a scheduled online payment
Click on the MAKE A PAYMENT tab. Under Scheduled Payments locate the payment you wish to delete. Click on the Delete action located to the right of the payment information. NOTE: Payments may only be edited or cancelled if they have not yet been processed. You will not be given the option EDIT/CANCEL unless it is eligible.
Editing a scheduled online payment
Click on the MAKE A PAYMENT tab. Under Scheduled Payments locate the payment you wish to update. Click on the Edit action located to the right of the payment information. Edit any of the fields displayed. NOTE: Payments may only be edited or cancelled if they have not yet been processed. You will not be given the option to EDIT/CANCEL unless it is eligible.
Redeeming CFNA Promotions
1. For Online Redemption*, please visit our redemption website at www.CFNARebates.com. This link can also be found on our homepage under the Promotion Redemption section. Please click on "CFNA Rebates" to enter the redemption website. Once you have entered the site, please enter the required information to redeem for your reward.

*Please note: Not all promotions are available for online redemption.

OR

2.Mail your completed redemption form to:

CFNA Rebates
PO Box 5516
Fairlawn, OH 44334-5516
Paper statements are not received.
When you are signed up to receive electronic disclosures (paperless) CFNA will no longer mail paper statements to you. You can print any of your historical statements from this site.

TECHNICAL QUESTIONS/TROUBLESHOOTING

Please keep in mind these troubleshooting techniques are known resolutions to most technical problems. If none of these solve your issue, please email us by using the form on the CONTACT US tab. Be sure to select Technical Problems from the drop down list.

Supported Web Browsers for use with CFNA.com
You will need to have the following:
An Internet browser which supports HTML 4.0 and 128bit SSL encryption and JavaScript, such as:
For PC using Windows NT, 2000, ME, XP, Vista, or Win 7, one of the following
      a. Microsoft Internet Explorer 7.0 and higher
**NOTE: Internet Explorer 9.0 is not fully supported and you may experience problems.
      b. Firefox 3 and higher
      c. Chrome 3.0 and higher

For Macintosh using OS 10.x, one of the following
      a. Safari 3.0 and higher
      b. Firefox 3 and higher
      c. Chrome 4.0 and higher
Adobe Acrobat Reader 7.0 or higher (for online statement viewing)

Forgotten Username
Under the LOGIN screen, click on FORGOT YOUR USER NAME OR PASSWORD. You will be asked to provide your nine-digit CFNA account number, nine-digit social security number and the answer to your secret question. If all the information entered is correct, you will be provided with your user name and the opportunity to reset your password.

Your user name is permanent and cannot be changed.
Forgotten Password
Under the LOGIN screen, click on FORGOT YOUR USER NAME OR PASSWORD. You will be asked to provide your user name, nine-digit CFNA account number, nine-digit social security number and the answer to your secret question. If all of the information entered is correct, you will be provided with your user name and requested to enter a new password. Passwords must be a minimum of 7 characters and a maximum of 20 characters in length and contain only letters and numbers.
Forgotten answer to Security Question.
Please email or call Customer Service at 800-321-3950 for assistance.
Printing problems
You must have the current version of Acrobat Reader to properly print your statement or documents from the website. View the statement or document you wish to print and download the correct Acrobat Reader by clicking on the link provided at the top of the page to the right of the PRINT VERSION button.
Registration Problems
If you are having trouble registering, please make sure your username is at least 6 characters and your password is between 7 and 20 characters long and includes at least one letter and one number. It cannot be the same as your Username and it is case sensitive. Some other reasons you may have trouble registering:
         - the account is past due;
         - the account is closed;
         - the social security number does not match what is on file
Not receiving e-mail notifications that your statement is available for viewing
Verify that your email address is correct by selecting the My Profiles Tab (located at the top of your screen). If it is correct, check the Spam folder of your e-mail box. You must change your Spam Folder settings to allow e-mail from ESTATEMENTS@CFNA.COM.
Changing/updating bank information on the Payments page
Click and highlight your old bank information and delete it. Type in your new bank information. Once your payment is fully processed to your account and the information is accepted, the new bank information will remain.
Don't see a solution to the problem?
Please keep in mind that described above are all the known resolutions to most technical problems. If none of these solve your issue, please email us by using the form on the CONTACT US tab. Be sure to select Technical Questions/Assistance from the drop down list. Please include as much information as possible such as:

        1. Exact time of the situation when you experienced this problem (time zone).
        2. IP address of your computer's system.
        3. Operating System and its version/
        4. Browser name and its version
 Need More Help? Contact us!   
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 Contact Us By Mail Or Phone   

If you have questions or comments, please contact us at:

Credit First National Association
BK-11/ Customer Service
P.O. Box 81315
Cleveland, OH 44181-0315
Phone (toll-free): 1-800-321-3950

 
 
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