1 Systems Upgrade Information Frequently Asked Questions We ll be continually updating this page to ensure you have the most accurate and up-to-date information possible. Please check back often to stay in the know. If you have a question not addressed here, please call us anytime, 24 hours a day, at Top 20 Questions About The Upgrade 1. Why are you upgrading your systems? Your banking experience is a top priority at USECU. Having the latest banking technology will allow us to serve you faster and with greater efficiency while allowing even more enhancements arriving in early The upgrade will also enhance your online and mobile experience, making it easier than ever for you to manage your finances at home or on the go. 2. How does your system upgrade benefit me as a member? The system uses new technology designed to improve the quality of your banking experience. We'll be better able to anticipate and respond to your needs, process your transactions more quickly and efficiently, and develop more flexible and innovative products to serve you better in the future. 3. Will there be any service interruptions due to the upgrade? Yes. A planned service interruption begins at 6 p.m., Friday, October 9 and lasts until 9 a.m. Tuesday, October 13, Branches will be closed during this time and account access via Online, Mobile and Telephone Banking as well as Shared Branching will be unavailable. You'll still have access to cash, however, via the ATM or at merchants who accept MasterCard Debit Cards. Cash advances will also be available via your USECU Platinum Credit Card at any ATM. Despite the service interruption, our Contact Center will continue to be available as usual hours a day -- to assist with account and product-related questions, however, member representatives will not be able to process any transactions during the Upgrade Period. 4. What can I do to prepare for the upgrade? The most important thing you can do is be aware of the service interruption that begins Friday, October 9 at 6 p.m. and is expected to last through 9 a.m., Tuesday, October 13, We also recommend that you read the Service Impact section of this guide that explains in detail which services are affected and any action required. 5. Will my Debit and Credit Card work during the upgrade? Yes. Your USECU payment cards will continue to work as usual subject to your available balance or available credit line. If you have pending deposits or credit card payments that have not yet been processed or made available in your accounts, those funds will not be available for withdrawal or purchase. We apologize in advance for any transaction limitations and will be working hard to minimize the inconvenience for affected members. 6. Will I have ATM access while you re closed? Yes. You'll be able to get cash, check your balance and transfer money between USECU accounts at any USECU or other financial institution ATM. Withdrawals are subject to available balance restrictions and currently established daily limits. If you have pending deposits that have not yet been processed or made available in your accounts, those funds will not be available for withdrawal. We apologize in advance for any transaction limitations and will be working hard to minimize the inconvenience for affected members.
2 7. Will Mobile Deposit be available during the upgrade. No. Since Mobile Deposit is part of our Mobile Banking Application, this service will not be available until after the upgrade, but no later than 9 a.m., Tuesday, October Will Contact Center Representatives be available during the upgrade? Yes. Our Contact Center at will be available 24 hours a day as usual although representatives will not be able to process transactions between 6 p.m. Friday, October 9 and 9 a.m. Tuesday, October 13, Service will return to normal immediately after the upgrade. 9. Why won t Online, Mobile and Telephone Banking be available during the upgrade? Upgrading our systems requires that we take our systems offline during the upgrade period. This includes the network that provides access to your accounts remotely, including Online, Mobile and Telephone Banking. All systems and services will be restored no later than 9 a.m., Tuesday, October Will Online and Mobile Banking work the same after the upgrade? Yes, although the upgrade requires that we send a one-time passcode to your computer or desktop to validate those devices. After logging in for the first time, you ll notice only minor changes to the layout plus a few enhancements, including the ability to see pending debit and credit card transactions and place stop payments on multiple checks with a single tap or click. 11. Will I be able to use a Shared Branch during the Upgrade Weekend? No. The upgrade requires that we take our systems offline during the upgrade, causing a service interruption for USECU members who use Shared Branching. USECU members will not be able to receive service at Shared Branches on Saturday, October 10 or Monday (Columbus Day), October 12 (although many credit unions are closed on Columbus Day). Shared Branching service for USECU members will resume no later than 9 a.m., Tuesday, October How will this affect my October statement? Upgrading our system requires that we issue two sets of statements for the October statement period, one representing transactions that happened before the upgrade (October 1-9) and one for transactions occurring after the upgrade (October 10-31). If you receive statements by mail, you'll receive one envelope with both statements the first week of November. Members receiving E-Statements will have a similar experience electronically. 13. Is your Website changing? Yes. We re introducing a new, more member-friendly website and making it easier to view content on any device including your smartphone and tablet. All information has been reorganized to make it faster and easier to find what you re looking for. 14. Will my Online/Mobile Banking username and password still work? Yes. You can continue to use your existing login credentials for both Online and Mobile Banking, however we ll ask you to authenticate your device the first time you login. This is the same login verification process we use today to ensure the safety and security of your accounts. 15. Are there any changes to Bill Pay? No. Bill Pay is not receiving an upgrade at this time and will continue to operate in a familiar way. No action is required on your part as your payees, scheduled payments and other Bill Pay information will continue to be available after the upgrade.
3 16. Are there any changes to your Mobile Application? Our Mobile Application isn t being upgraded at this time and will continue to provide easy access to your accounts in a familiar way. Since our systems upgrade requires that we update our Mobile app, please check your device on or after October 13 for an upgrade message and click Accept to install the update (this may happen automatically on some devices). 17. How do I make my loan payment while you re closed? The best way to ensure your loan payment is received on time is to schedule an Online Banking transfer from another USECU account no later than 6 p.m., Friday, October 9. Payments received via mail or in branch on Friday, October 9, will be posted before the close of business. Payments can also be made using the exterior drop box at any USECU branch during the Upgrade Weekend. 18. Will my membership and account numbers change? Your member number will remain the same although the 2- or 3-digit account number following your member number will change. 19. Do I need notify merchants or others who bill my account automatically that my checking account number has changed? It s recommended, but not required. Our new system will automatically recognize your old account number and match it to the correct account, ensuring that your incoming bill payment requests are paid on time as usual. 20. Do I need notify the financial institution I use to pay my USECU loan automatically that my loan account number has changed? It s recommended, but not required. Our new system will automatically recognize your old loan account number and match it to the correct account, ensuring that your incoming loan payments are credited as usual. Additional Questions You Might Have 21. Will the telephone banking system change? Menu options may change, however you'll continue to enjoy the same features as before. If you're already enrolled in this service, you'll be prompted to change your password when you access the system on or after Tuesday, October 13. Use the last four digits of your Social Security number to gain access and then select a new password when prompted 22. Is my personal data safe during the upgrade? Yes. The safety and security of your accounts is a top priority. At no time will your personal or account information be at risk due to the upgrade. 23. Are my funds still safe and secure? Our system upgrade in no way affects the security of your funds, which continue to be insured by the NCUA Share Insurance Fund up to $250,000 and backed by the full faith and credit of the U.S. government.
4 24. Can I use the ATM to transfer money between accounts? Yes. You'll be able to transfer money between USECU accounts -- including transferring money from your checking or savings to a loan account -- at any USECU or other financial institution ATM. PMs to verify this answer. 25. How will this affect my October dividends? There are no changes to dividend payouts due to the upgrade. Dividend calculations will remain the same and will be paid on October 31, 2015, as usual. 26. Will direct deposits be credited while you re closed for the upgrade? Since direct deposits are not received or credited on weekends or holidays (in this case Columbus Day), the upgrade will have no effect on the availability of your deposits. Direct Deposits received on Friday, October 9 before 10 a.m., will post that day. Direct deposits received Friday after 10 a.m., will post on Tuesday, October 13 when we reopen for business. Direct deposits received on Tuesday, October 13 will post as usual. 27. Can I apply for a loan online during Upgrade Period? No. The technology upgrade requires that we disable our website -- including our online applications -- during the transition to the new usecu.org that begins at 6 p.m. on Friday October 9. We'll begin accepting and processing new online loan applications for all products when we reopen for business the morning of October 13, Will anything about my safe box records change? There are no changes to our safe deposit policies due to the system upgrade. 29. Will ATM and teller receipts look different? There are no changes to ATM receipts although teller receipts will look slightly different. 30. Will fees be changing? There are no planned fee changes due to the upgrade. 31. Is how I make loan payments changing? No. Loan payments can still be made by mail, in any of our branches or via Online Banking or other electronic means. See our website for a summary of payment methods. 32. Will I continue to be able to view check copies in Online Banking? Yes! This is an important feature of Online Banking and will remain available to help you manage your finances. 33. Will my statements look any different? The upgrade will not affect the overall look of periodic statements, although you might notice minor formatting changes to your account or credit card statement. 34. Will text message (SMS) banking still work? Text /SMS banking will continue to be available after the upgrade. 35. Will the verbal password on my account change? The upgrade will not affect the verbal password you use to verify your identity with our Contact Center representatives.
5 36. Will your upgrade change my credit card payment due date? No. The upgrade has no effect on your credit card payment due date so please continue to make your payments as you normally would. 37. Will your routing number change after the upgrade? No. Our financial institution routing number remains the same. Federally Insured by NCUA
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