Frequently Asked Questions Electronic (estatement) and Print (paper) Statements

Transcription

1 Frequently Asked Questions Electronic (estatement) and Print (paper) Statements We are pleased to announce that we have completed several enhancements to our electronic and print statements and ebills. On January 21, 2015 you will see a new look along with improved functionality to estatements/ebills (electronic) and print statements for Loan, Mortgage, and Deposit Accounts. What is changing? estatement/ebills (electronic): With this system upgrade you will be able to access all your estatements/ebills for each account with one login (currently members sign on separately for each account). You will have access to your statement history and be able to view, save and print your statements. Plus, now you will be able to view check images directly from your estatement. We will continue to offer two (2) options to access your estatement/ebill: 1. Online Banking View your estatement/ebills by logging-in to your online banking and clicking on the estatements tab 2. Our website From our home page, click on the Tools tab, then Electronic Statements under eservices Print: For members who continue to receive paper statements, you will notice a new size with your loan statements (8.5 x 14 ) and colorful marketing messages and a clean, easier to read statement. Deposit Accounts (checking and savings) will remain at the 8.5 x 11 size. See sample print statements below.

2 Loan Sample:

3 Savings Statement Sample:

4 Checking Statement Sample:

5 Accessing an estatement through our website

6 Your estatement/ebills can be accessed from our website (see image below for instructions). From here you are able to Log-in or Register. PLEASE NOTE: Current estatement/ebill members who access their estatement/ebill for the first time through this method, after our system upgrade, will be required to re-register to view their current estatement record. This will require you to create a USER NAME and PASSWORD. During this process you will be asked to: accept the disclosure define which accounts you will want to begin or continue receiving an estatement/ebill for. Please note: if an account is not selected as estatement/ebill, you will automatically receive paper statements. You will not be able to view the statements within the estatement/ebill site unless you change the delivery preference to electronic.

7 once you are registered and log in to the estatement/ebill system, you will be able to view any statements that you have registered as electronic and will have access to 24 months worth of statements or less, depending on when the account was opened.

8 Presently members who are enrolled in estatements receive an notification each month when their estatement/ebill is ready for viewing. This notification will continue but will now include links associated with the member s login preference (i.e., Online Banking, through our website, or both). Accessing an estatement/ebills through Online Banking (Single Sign-On) If you are enrolled in Online Banking you are able to view your estatement/ebill through your online banking screen by simply clicking on the estatements tab from the menu at the top. You will no longer need to re-enter or login again. With this system upgrade you will only need your Online Banking login credentials in order to view your estatements/ebills. When you log in to view your estatement/ebills through your Online Banking for the first-time after our system upgrade, you will be required to: accept the disclosure choose additional accounts (if applicable) or change your delivery preferences for each account. Please note: if an account is not selected as estatement/ebill, you will automatically receive print statements. This means that you will not be able to view the statement within the estatement/ebill site unless you change the delivery preference to electronic.

9 Presently, members who are enrolled in estatements/ebill receive an notification each month when their estatement/ebill is ready to be viewed. This notification will continue but will now include links associated with the member s login preference (i.e., Online Banking, through our website, or both). Viewing your estatement/ebill Once you login you will be brought to your home page. To view your estatements/ebills, click on the Statements tab from the top of the page. You will see your available estatements/ebills here. Click on PDF to view the file. You are then able to save or print your estatement/ebill. *For maximum performance when viewing your estatements, we recommend using Chrome, Firefox and Safari. Internet Explorer (IE) can also be used, however if using IE11 you may experience some formatting issues when you print. If you are using IE we recommend printing the "PDF View" to eliminate this issue.

10 Changing Delivery Preference While you are logged in, click on My Profile, then Delivery Preferences. You are now able to select or change the radial button under the specified account from Paper Statement to estatement/ebill. Enter your address, check off the disclosure and click on Save Changes.

11 To Change a Username and Password To change a username and password click on My Profile. Click on the Change Password tab and enter the existing password and the new password. Once complete, click Set Password. Additional Information Currently, members are NOT able to view estatements for accounts that are NOT registered for electronic viewing. In order to view an estatement/ebill that is associated with an account, members must assign the desired account(s) to Electronic, versus Print option. A member can add a new account in the Delivery Preferences section of the estatement/ebill site after they log in. *Also, if you have saved or bookmarked the link to access your estatements/ebills on your computer or phone, you will need to update your saved or bookmarked URL to the NEW Member Login link.

12 Frequently Asked Questions 1. Is my information secure? Yes. To protect your personal information from unauthorized access and use, we use security measures that comply with federal law. 2. Will my account numbers change? No. Your account numbers will remain the same. 3. If I am already enrolled in estatements/ebills, will I need to re-register in order to view my estatements/ebills? Yes. You will need to create a new username and password by clicking on Register for estatements/ebills on the Member Login home page. If you are currently enrolled in Online Banking, you can access your estatement/ebills by clicking on the estatement tab within your Online Banking record. 4. Will I be able to see archived estatements/ebills? Yes. estatements/ebills are archived for 24 months 5. Can I change my method of receiving an account statement? (print to electronic, electronic to print) Yes. You can add or remove accounts in the Delivery Preferences section of the estatement/ebill site. 6. If I open a new account and enroll for estatements, when will I be able to access my estatement/ebill? New accounts will not immediately appear on the estatement/ebill site until the following business day. If you attempt to view your estatement/ebill, through Online Banking or the estatement/ebill site, for the new account the same day, you will receive an error message. 7. What will happen if I access my estatements/ebills from your website instead of through my online banking record? You will see the same information. You can use both methods, direct login on the Electronic Statement page of our website or through online banking. However, you will be required to register and create a new USER NAME and PASSWORD if you access your statements from our website. 8. If I close an account, can I still access my estatement/ebills for that closed account? Yes. Closed Account records will continue to appear for twelve (12) months after the account is closed. You can also contact the Credit Union for assistance at

13 9. How can I reset my password if I forgot it? You must click on forgot my password link which will prompt an to your address on file to reset your password or contact the the Credit Union at What web browsers should be used to view estatements? For maximum performance we recommend using the following browsers: Chrome (from Google) google.com/chrome Safari (from Apple) apple.com/safari/download Firefox (from Mozilla Corporation) mozilla.com/en-us/firefox/firefox.html * Internet Explorer (IE) can also be used, however if using IE11 you may experience some formatting issues when you print. If you are using IE we recommend printing the "PDF View" to eliminate this issue.