FAQs regarding our system upgrade

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1 FAQs regarding ur system upgrade 1) Q: Why are yu upgrading yur cre data prcessing system? A: An upgrade is the act f making smething better, such as an imprved experience r a human interactin. At Arsenal Credit Unin, we knw that ur greatest assets are ur members/wners yu. We als recgnize that in rder t ffer yu the best resurces, we must take the prper steps t be yur best resurce. Our system upgrade, taking place this summer, is designed t streamline and imprve internal peratins while enhancing yur banking experience. 2) Q: Hw will the upgrade affect me? A: During the upgrade prcess, certain prducts and services will be temprarily disabled r limited in usage while we enhance the systems that empwer yu t utilize yur accunts and fr us t serve yu each day. IMPORTANT DATES: Friday, July 31: After 2:00 p.m. Arsenal Visa debit cards and Arsenal ATM cards will cntinue t wrk, but with PER- DAY LIMITS ON THE NUMBER OF TRANSACTIONS yu can d and PER-DAY LIMITS ON PURCHASE AMOUNTS AND CASH WITHDRAWALS. In additin, yu will NOT BE ABLE TO GET YOUR ACCOUNT BALANCE AT ATMs. Dn t wrry! These TEMPORARY limits shuld nt interfere with mst day-t-day purchases and ther transactins. After 6:00 p.m. and thrugh the end f Mnday, August 3 ALL OF OUR OFFICES WILL BE CLOSED NO SHARED BRANCH AVAILABILITY NO PHONE SERVICE NO ONLINE BANKING ACCESS (PC, iphne, Andrid, tablet), which als means NO BILL PAY ACCESS and NO POPMONEY ACCESS NO BANKING BY PHONE YOU WILL BE ABLE TO USE YOUR ARSENAL VISA CREDIT CARD, with n restrictins ther than yur established credit limit Tuesday, Aug. 4: All branches pen during nrmal hurs. Yu can use shared branches again. All services available as usual. In regard t nline banking (AccessPint), previus transactin histry will n lnger be available; yur transactin histry will start anew after the upgrade is cmpleted. (Yu will, hwever, still be able t access prir mnths accunt statements.) Checks yu wrte that cleared prir t the upgrade will nt be available fr viewing nline. All checks cleared after August 1 and frward will be viewable. In regard t banking by phne (ActinLine), yu will need t enter yur full Scial Security number the first time yu access this service. Page 1 f 5

2 3) Q: When will the upgrade ccur? A: Starting at the clse f business (6:00 p.m.) n Friday, July 31, thrugh the end f Mnday, August 3, Our gal is t bring services back nline as sn as pssible. 4) Q: Hw lng will the upgrade take? A: The upgrade will take three days t cmplete. 5) Q: What will the upgrade mean fr me? A: Frm a user perspective, yu will still access yur accunts in the same manner yu always have. Internally, hwever, the upgrade cnsists f a revamped system cre that will allw us t imprve peratins and enhance service. 6) Q: D I need t d anything t make sure nthing happens t my accunts during r after the upgrade? A: N, there is nthing yu need t d ther than plan ahead, knwing that the branches and electrnic services will be temprarily limited r unavailable during this particular weekend and n Mnday. 7) Q: Will my accunt number be changing? A: N, yur accunt number will remain the same after the upgrade. 8) Q: Will any f Arsenal s branches be clsed during the system upgrade? A: Yes, yu shuld expect all Arsenal branches t be clsed Saturday, August 1, 2015, thrugh Mnday, August 3, All branches will repen fr service n Tuesday, August 4, ) Q: Can I use shared branches during that time t d transactins n my Arsenal accunt? A: N. Because shared branches must access the same system that is being upgraded, yur accunts will nt be accessible thrugh a shared branch during this time. 10) Q: Will my current Arsenal Credit Unin ATM/debit card wrk during the upgrade? A: Yes, yur ATM card and debit card frm us will wrk during the upgrade perid, but with sme established limitatins. Please nte that yu will nt be able t get any accunt balances at ATMs during the upgrade. These limitatins, in mst cases, shuld nt affect day-t-day purchases and ther transactins. If yu dn t have an ATM r debit card frm us, we encurage yu t get ne at the Arsenal branch nearest yu. These are issued n the spt. If yu want t have cash n hand fr use n Friday night (July 31), Saturday (August 1), Sunday (August 2) and/r Mnday (August 3), we encurage yu t visit any f ur branches r a shared branch prir t clse f business (6:00 p.m.) n Friday, July 31, t make a withdrawal. 11) Q: Will my current Arsenal Credit Unin credit card wrk during the upgrade? A: Yes, yur ACU Visa credit card will be fully functinal during the upgrade. If yu dn t have a credit card frm us, cnsider applying fr ne as sn as pssible. Keep in mind that it takes 7-10 days t receive a card in the mail nce yu ve applied fr and been apprved fr such. (Our Page 2 f 5

3 rates are as lw as 7.75% APR n variable-rate cards and 9.90% APR n fixed-rate cards. Each time yu use yur Arsenal-issued Visa credit card yu will earn rewards pints. There are n annual fees t pay with ur cards, n minimum finance charges, n transactin fees fr purchases, n fees fr cash advances, n fee fr balance transfers and n penalty rates!) 12) Q: Will I be able t use my Arsenal Credit Unin credit card t make a credit cash advance? A: Yes, yu will still be able t brrw cash against yur credit limit at any lcatin that accepts Visa. (We d nt charge any fees fr cash advances.) 13) Q: Will there be any ATM dwntime during the upgrade? A: N, all Arsenal Credit Unin ATMs, as well as ATMs functining within the CO-OP Netwrk, will be available fr yu t access yur funds. Hwever, there will be per-day limits n cash withdrawal amunts. The limits shuld nt affect mst transactins. 14) Q: Will I be able t submit a payment by check? A: Yes, check payments are nt affected by the upgrade. 15) Q: Will I need t rder new checks after the upgrade? A: N, yur current Arsenal Credit Unin checks will cntinue t perate as they always have after the upgrade is cmplete. 16) Q: Can I still d nline banking during the upgrade? A: N. Yu will nt be able t access yur accunt nline. 17) Q: Can I still pay bills nline during the upgrade? A: If the bills are nes that yu previusly scheduled fr nline payment n Friday, Saturday, Sunday r Mnday, they will be prcessed as usual. Yu just wn t be able t access yur nline banking accunt these days t schedule any new payments. Plan accrdingly t avid a late bill payment. 18) Q: Can I still access mbile banking n my phne r tablet? A: N. Since Arsenal s mbile applicatin must access the same system that is being upgraded, yur accunts will nt be accessible thrugh yur phne r tablet during this time. 19) Q: Will Ppmney be affected? A: Yes, while the upgrade is taking place, Ppmney will be unavailable. Yu will need t re-establish Ppmney after the upgrade if yu were previusly set up fr it. 20) Q: Will nline banking be affected after the upgrade? Will I have t d anything? A: Yes, specifically: Current transactin histry will n lnger be available. After the upgrade is cmpleted, yur transactin histry will start anew. (Yu will still be able t access prir mnths accunt statements.) Checks yu ve written that have been cleared prir t the upgrade will nt be available fr Page 3 f 5

4 viewing nline. If yu need a cpy f a check that has cleared, please cntact us. (All checks cleared after August 1 and frward will be viewable.) Yu will need t re-establish the fllwing prcesses within nline banking if yu previusly had them set up: Ppmney, electrnic funds transfer, scheduled reccurring transfers, and & text alerts/ntificatins. Yu d nt need t set up yur bill payments again r enrll in estatements if yu previusly did s. 21) Q: Will my nline/mbile user ID and passwrd change? A: N, yur lgin credentials fr nline and mbile banking will remain the same after the upgrade has been cmpleted. 22) Q: Will I get my accunt statements at the same time as I d nw? A: Since the typical accunt statement release date cincides with the upgrade initiatin date, yur mnthly accunt statement may be delayed until the upgrade is cmplete. 23) Q: Hw far back can I view my accunt statements nline? A: 12 mnths 24) Q: D I need t re-enrll fr estatements? A: N, if yu were enrlled in estatements at the time f the system upgrade, yu will cntinue t receive them after the upgrade. 25) Q: Will my ACH transactins (direct depsit f payrll, scial security, etc.) still ccur n their assigned dates? A: Each transactin that is available fr psting will be depsited r withdrawn frm yur accunt as usual n the Friday befre the first f the mnth. Remember thugh, if yu need access t yur funds, please plan ahead and visit a branch r use a shared branch befre the clse f business (6:00 p.m.) n Friday, July 31. If yur emplyer r ther entity des nt prcess an ACH transactin until after the first f the mnth, Arsenal will prcess thse transactins as usual n Mnday, August 3. 26) Q: What will happen t autmatic withdrawals? A: Autmatic withdrawals scheduled t ccur frm Saturday August 1, 2015, thrugh Mnday August 3, 2015, will nt be cmpleted. 27) Q: Can I still bank by phne (ActinLine) during the upgrade? A: ActinLine, ur 24/7 autmated teller (phne) system, will be unavailable during the extent f the upgrade. 28) Q: Will there be anything different abut using ActinLine after the upgrade? A: Yes, specifically: When accessing ActinLine fr the first time, yu will need t enter yur full Scial Security number. After that, yu will be prmpted t set up a new PIN (which can be the same PIN as Page 4 f 5

5 befre that yu had fr ActinLine), and yu will use that PIN rather than yur Scial Security number mving frward. Yu will n lnger be able t access yur Arsenal Visa credit card balance thrugh ActinLine. 29) Q: Will my teller/atm receipts still have the same infrmatin listed n them? A: Yes, even thugh yur receipt may appear differently after the upgrade, the same infrmatin yu ve grwn accustmed t seeing will still be present. 30) Q: Will accunt statements be the same? A: N, they are changing fr the better! They will feature a fresh, cntemprary lk, with accunt activity and summary infrmatin presented in a frmat that s easier t digest, starting with mnth-end August 2015 statements if yu have a checking accunt with us r any autmated clearinghuse (ACH) activity n yur accunt that mnth; therwise, yu ll ntice the change with third quarter-end (mnth September 2015) statements. Page 5 f 5

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