Live Chat FAQs

About

Live Chat FAQs

Hours of Availability

Monday - Friday 8:00 am - 5:00 pm
Saturday, Sunday, and Credit Union Holidays Live Chat is Closed

 

Terms of Service

By using PEFCU’s Live Chat, you agree that:

Publix Employees Federal Credit Union (PEFCU) is committed to protecting your personal privacy. Therefore, your participation in Live Chat is governed by the following guidelines to protect your privacy and security.

Disclosure of any information by you in the text of a Live Chat session, or any personal data contained in an associated e-mail message is strictly voluntary. You are under no obligation whatsoever to offer PEFCU any information.

All Live Chat sessions may be monitored and recorded for training and quality assurance purposes. Live Chat sessions are secure using Secure Socket Layer (SSL) Technology. PEFCU makes no warranty the Live Chat service will be available at any particular time.  Any abusive, defamatory, or inappropriate language during a Live Chat session will result in the termination of the session.

PEFCU makes no representations or warranties regarding the security of your personal computer, smartphone, “tablet” device or other forms of electronic access you may choose to use and PEFCU expressly disclaims any and all responsibility or liability arising from breach of security and/or any losses or damages resulting or arising there-from.

 Our Customer Service Representatives will identify themselves in Live Chat, by entering their first name when responding to the member. So members or participants can identify that they are speaking with a PEFCU representative.

 PEFCU does not offer emailed chat transcripts to respect the privacy and security of the personally-identifiable information that may be disclosed during a Live Chat.  

Unauthorized attempts to upload information or change information on or using this service are strictly prohibited and may be punishable as criminal offenses under the Computer Fraud and Abuse Act of 1986 and the National Information Infrastructure Protection Act.

Penalty for False Statements: The US Criminal Code (Title 18 US Code Section 1001) provides that whoever, in any matter within the jurisdiction of the Government of the United States, knowingly and willfully - (1) falsifies, conceals, or covers up by any trick, scheme, or device a material fact; (2) makes any materially false, fictitious, or fraudulent statement or representation; or (3) makes or uses any false writing or document knowing the same to contain any materially false, fictitious, or fraudulent statement or entry; shall be fined or imprisoned not more than 5 years, or both.

For your own protection and security, do not respond to any unsolicited e-mails, telephone calls, chat requests or other communications that claim to come from PEFCU, or from any unknown person asking you to disclose or submit personal data.

Live Chat FAQs

Click the “Live Support Online-Click here” button to begin your chat session. When chat is unavailable, the button will display “Offline-Click to email” in red. However you can still click the button to send us an email when chat is unavailable

Yes. PEFCU uses Secure Sockets Layer (SSL) that provides secure encrypted communication during chat sessions.

PEFCU Associates in our Digital Contact Center are responsible for communications made through chat.  These associates have been trained to offer assistance on PEFCU products and services, as well as technical issues and concerns.

You should see a lock within the chat windows that indicates a secure SSL connection.

  • Be sure the chat window’s internet address (URL address) contains https://c.velaro.com.
  • Be sure the SSL (Secure Socket Layer) certificate is registered to velaro.com. To check the certificate, click the lock icon within the chat window and select “view certificates” or “more information”. You will see the certificate name listed.
  • Our representatives will always identify themselves to you, stating their name and their area of specialty.

No, there is no fee to use PEFCU's Live Chat, it's free. 

The Digital Contact Center at toll-free:  (800) 226-6673 or Lakeland Area:  (863) 683-6404     Option 1 then Option 5

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