Important Alerts

Launching Soon!

We’re always looking for ways to make your experience with Charter Oak easier, faster, and more secure. That’s why we’re excited to introduce our new voice-activated self-service that is launching soon!

Exciting news for sure… so let’s make sure your account is setup for this new experience.

STEP 1: Text "START" to 860-446-3251 to complete opt-in for one-time passcodes?

Please note: you are only opting in for SMS messaging to receive one-time passcodes each time you use self-service. You will not receive marketing or other communications from this number.

STEP 2: Is the cell phone you use for texting correct on your account?
Choose an option below to update your phone number on your account.

Manually update your information:

Log into online banking
Select the profile icon at the top of the page
Select settings
Select contact
Update the mobile number

Speak with a member representative:

Call 860-446-8085
Press 9

Visit a branch at one of our convenient Branch Locations

STEP 3: Do you have your access code?

You will need a pre-established access code for self-service. If you don’t have an access code or if you forgot your access code, Call Today! We can assist you in setting up your access code:

Have your Member Number and Social Security Number ready.
Call 860-446-8085 and press 9 for a member services representative.
Our representative will assist you with setting up an access code.
To ensure security, each time you call to access your account using our voice activated self-service, a one-time passcode will be sent via SMS text message to your cell phone for verification.
Call today, we can set you up with your access code and have you ready for when the new self-service is live.

Voice Activated Self-Service FAQs

How do I opt-in for SMS texting to receive one-time passcodes?

Text “START” to 860-446-3251

Please note: you are only opting in for SMS messaging to receive one-time passcodes each time you use self-service. You will not receive marketing or other communications from this number.

Does my cell phone number need to be correct on my account?

Yes, the cell phone number you use for texting will need to be on your account.

Please use one of these options if you need to update your cell phone number:

Manually update your information:
1. Log into online banking
2. Select the profile icon at the top of the page
3. Select settings
4. Select contact
5. Update the mobile number
Call and speak with a Member Service Representative:
1. Call 860-446-8085
2. Press 9
Visit one of our convenient Branch Locations

What do I need to know to access my account with the new system and how will I be verified?

You will need these items when you call:

Member Number
Social Security Number
The texted one-time passcode
Pre-established access code

If you don’t have an access code or if you forgot your access code, Call Today! We can assist you in setting up your access code:

Have your Member Number and Social Security Number ready.
Call 860-446-8085 and press 9 for a Member Services Representative.
Our representative will assist you with setting up an access code.
To ensure security, each time you call to access your account using our voice activated self-service, a one-time passcode will be sent via SMS text message to your cell phone for verification.
Call today, we can set you up with your access code and have you ready for when the new self-service is live.

What if I do not have a cell phone number?

Call 860-446-8085 and press 9 to be connected to a Member Service Representative, or you may visit a branch at one of our convenient locations. Branch Locations >

Important: If you do not have a cell phone number, you will not be able to self-serve over the phone.

Are the main menu options changing when I call 860-446-8085?

All menu options will remain the same. After the new system is launched, it will verify your identity and assist you in getting your account information, simply say why you’re calling.

For example, you will simply say a few words, “Checking account balance” or “Make a loan payment”.

Will I still be able to do everything I was able to do with the old info-phone?

Yes! The biggest change is now all you need to do is say a few words regarding what you would like to do.

What if I need to speak with a live person?

No problem. During normal business hours, simply say what you’re calling about, and you'll be connected to the right team member.

Fraudulent Text Messages and Phone Calls

We have been made aware of members receiving fraudulent text messages and fraudulent phone calls that appear to be coming from Charter Oak asking for personal information to verify fraud charges. Just a reminder that we will never call you or text you asking for personal confidential information.

DO NOT CLICK any links and DO NOT give out your information. If you are unsure of the validity of a text message or phone call, please contact us directly or stop into a branch.

Fraudulent Text Message

We have been made aware of a text scam targeting some of our members and even non-members. Some members have received fraudulent text messages that may appear to be from Charter Oak.

Some messages we've seen:

"For your safety, we have temporarily suspended your account as we detected an unusual login attempt. You're encouraged to verify at https://verifycharteroak.selfip.org/cu to access your account."

"(CharterOak CU) Your debit card pin was successfully updated. If you did not make this changes click cht-oak.me to stop it.".

We ask that you DO NOT click on a link attached to a text message. If you are unsure of the validity of a text message, please contact us directly or stop into a branch.

Frontier Troubleshooting

Members have been successful in following this troubleshooting guide to fix connectivity issues with logging into online banking and our app. Please see the below troubleshooting steps for Frontier Communications.

Uses EERO router hardware
Use this guide Block / Allow Websites – eero Help Center
You should have an app on their phone to control settings or the EERO device in their home or business. Follow the guide Block / Allow Websites – eero Help Center
If this does not work please contact your internet service provider tech support for further assistance.
Support number 800-801-6652

We sincerely appreciate your patience and understanding.

Fraud Updates

Fraudsters spoofing Charter Oak Federal Credit Union’s phone number and asking the Members for banking information

Spoofing is when a caller deliberately falsifies the information transmitted to your caller ID display to disguise their identity. Hence, you may see Charter Oak’s phone number, but it may not be us calling you. We may call you to verify information you’ve already submitted to us or other reasons. However, we will never call you asking for your personal confidential information (social security number, account number, debit or credit card number, date of birth, etc.) When in doubt, ask for their name. Then hang up and call us! Our Contact Center will be happy to assist you.

When you call us, we will ask you some security questions to identify you as the account holder. We are protecting your information. You generated the call. This is different than someone calling you and it is okay to answer our questions.