AFCU’s current system has served us well for over 20 years, and it’s now time to upgrade to a system that will allow us to provide better member experiences and improve our ability to meet your needs, innovate and grow. Changing systems is disruptive and expensive so before we decided to move forward with an upgrade, we spent many months researching and reviewing new systems to ensure that the system chosen would significantly improve our future capabilities and keep up with our members’ changing needs.
TIPS FOR UPGRADE WEEKEND (APRIL 28 – MAY 2, 2017)
• Review upgrade communications you have received.
• Review your available balance(s) since you will NOT have access to this information.
• Make any online or mobile banking transfers needed.
• Don’t forget to reschedule any transfers you already scheduled between 6:00 pm, April 28 – May 1
only if you need the money to be transferred before May 2.
• Download copies of any cleared checks or statements you may need during upgrade weekend.
KEY INFO TO REMEMBER
“Upgrade Weekend” - 6:00 pm, Friday, April 28 through 7:30 am, Tuesday, May 2, 2017
• All Service Centers and the Member Contact Center will be CLOSED.
• Online and Mobile Banking will NOT be available (will become available Monday, May 1, 2017).
• Touch-Tone Teller will NOT be available (will become available Monday, May 1, 2017).
• AFCU ATM, Debit and Credit Cards WILL continue to work.
• AFCU ATMs WILL be available
Between March 1 – April 28:
• Make note of the upgrade weekend dates.
• Carefully read all email and mail communications from AFCU.
All notices regarding the upgrade will be clearly indicated on the front of the envelope or the subject line of the email to help you separate upgrade notices from other email and mail you may receive from AFCU.
• Call the Member Contact Center or visit a Service Center with any questions or concerns.
• Schedule any online or mobile banking transfers or bill pay transactions before 6:00 pm, April 28.
Prior to 6:00 pm, Friday, April 28:
• Check for any one-time or recurring transfers that are scheduled for April 29 – May 1 and decide if you want to reschedule them.
• Check your available balance(s), as you WILL NOT have access to your available balance during upgrade weekend.
• Download copies of any cleared checks or statements you may need during upgrade weekend.
WE APOLOGIZE FOR THE INCONVENIENCE
The system upgrade will involve systems being unavailable during upgrade weekend. We understand this is an inconvenience and we want you to be informed about the ways you may be affected:
• AFCU Service Centers will be open normal business hours on Friday, April 28, but will be closed until Tuesday, May 2, 2017.
• Member Contact Center will be CLOSED beginning at 6:00 pm, Friday, April 28 until Tuesday, May 2, 2017.
• Online Services WILL NOT be available beginning at 6:00 pm, Friday, April 28 until Monday, May 1, 2017.
• Online Banking
• Mobile Banking
• Bill Pay
• Touch-Tone Teller
Please note online services should begin to become available during the day on Monday, May 1, 2017. Additionally, some AFCU Service Center locations may open on Monday, May 1, 2017, as they are able to do so. Please check the availability of these services through AFCU social media and website updates.
ATM, DEBIT AND CREDIT CARDS
You will be able to use your existing ATM, Debit and Credit Cards with NO INTERRUPTION during upgrade weekend. AFCU ATMs WILL be available for use, as well as any Surcharge - Free ATM without incurring a surcharge fee. Debit Cards will be limited to a maximum of $2500.00 per day.
PAYROLL & PAYMENT PROCESSING
Your payroll deposits, loan payments, allocations, and bill payments WILL process as usual. No changes are necessary for these already established transactions. However, beginning May 1, 2017, you should use your new account number(s) when setting up NEW payroll deposits, loan payments, allocations, transfers or bill payments.
Beginning May 1, 2017, we will begin utilizing seven (7) day processing and you could notice a slight change to the time your payroll deposit is posted when received by direct deposit (via ACH). Today, if the settlement date for your payroll is a Monday then that payroll deposit is posted to your account on Friday night. This posting time will change. With the upgrade, if the settlement date for your payroll is a Monday then that payroll deposit will be posted to your account on Sunday night.
AFCU service centers, the contact center; online & mobile banking; online bill pay; and touch-tone teller WILL NOT be available. AFCU credit, debit, & ATM cards will work as usual, but debit cards will be limited to a maximum of $2,500 per day based on balance.
Transfers scheduled to occur in online banking after 6:00 pm, April 28 - 30, 2017 will be delayed until Monday, May 1, 2017. If you have a one-time or recurring transfer scheduled for these dates, you may choose to cancel the transaction and reschedule it to occur prior to 6:00 pm, Friday, April 28, 2017.
EXPECT SOME THINGS TO LOOK DIFFERENT
As you probably expect with any upgrade, some things may look a little different. Your account number will be different and your statement will have some slight differences.
ACCOUNTS & STATEMENTS
Q: Will my member number change?
A: Not if you have only one membership.
Q: What if I have multiple memberships?
A: If you have multiple memberships, then the “oldest” member number will become your member number for all primary account relationships–this information will also be outlined in a separate notification to those members impacted.
Q: Will my account number change?
A: Yes, your account number(s) will change. Instead of the 1-3 digit suffix numbers used to identify accounts today – you will receive a unique account number for each account. Included in this mailing we have outlined your new account numbers. We will also be sending you a separate notification that will outline your new account numbers.
Q: Why is my Special Savings account called a Personal Savings now?
A: There has been a name change to the Special Savings account products and they are now called Personal Savings instead. This is a name change only and the product didn’t change. If you would like to nickname this account, please contact a credit union representative, and they can make this change for you.
Q: Do I have to order new checks?
A: No, there is no need to order new checks. Your existing checks will continue to work. However, beginning May 1, 2017, you should use your new account number(s) when ordering or reordering checks.
Q: Will Privilege Pay be available during upgrade weekend?
A: No, Privilege Pay will NOT be available during upgrade weekend. If you are enrolled in the Privilege Pay Program for ATM and Debit Card transactions, this service will not be available to authorize these types of transactions and could result in a decline at the point of sale location.
Remember to check your available balances prior to 6:00 pm, Friday, April 28, 2017, to avoid this occurrence.
Q: Will there be a change in how overdraft fees are debited?
A: Yes, beginning May 1, when funds are transferred from another deposit account, such as your share savings, to cover an insufficient item in your checking – the $7.50 overdraft share transfer fee will be deducted from your share savings account. Currently, this $7.50 is deducted from your checking account.
Q: How will my dividends be affected?
A: In first quarter 2017, dividends will post March 31, 2017, (last day of the quarter) instead of April 1, 2017, (first day of the month).
In the second quarter 2017, there will be a temporary change to how your savings account(s) dividends are paid in preparation for the system upgrade. In April, May, and June of 2017, you will receive your saving account(s) dividends monthly and they will post the last day of each month.
Starting in third quarter 2017 and going forward, your savings account(s) dividends will revert back to being paid quarterly and the dividends will post on the last day of each quarter.
For all other accounts, starting February 2017, your dividends will be paid on the last day of the month instead of the first day of the month.
Q: How do I ensure my AFCU loan payment is made on time if the due date is April 29 – May 1?
A: You will need to make sure your payment is received and posted before 6:00 pm, Friday, April 28. Payments can be made in person, by mailed check, or online transfer.
Q: Can I apply for a loan during the upgrade?
A: Yes, our online loan application WILL be available during upgrade weekend by accessing our website at www.afcu.org. You can also apply for a loan at one of our participating dealerships during this time.
Q: How will my regular account statements change?
A: Your monthly or quarterly statement, whether online or through the mail, will arrive at its regular time. You will notice some slight differences in the format of the statement but in general it will look very familiar.
Q: Will I continue to receive multiple statements if I have more than one member number today?
A: No. Because you will have one member number after May 1, you will receive one combined statement that includes all of your primary account relationships.
Q: How will I access e-Statements?
A: Accessing e-Statement hasn’t changed. Simply log into Online Banking and find the Transactions menu option, then select the Statements option. Depending on how long you’ve been enrolled in e-Statements, you can access up to 24 months of statement history.
Q: Will I continue to receive a credit card statement?
A: Yes, you will continue to receive a separate credit card statement. You will also continue to have access to your credit card statement in online banking by accessing the credit card account and selecting the Credit Card Details link.
Q: Will there be a change to the Savings Excessive Withdrawal fee?
A: Yes, the Excessive Savings Withdrawal fee is charged on withdrawals from a share savings or buinsess savings account after the 4th withdrawal in a month. The 5th withdrawal for that month would incur a $5.00 fee. The timing of this fee will be different and will be charged at the end of the month instead of the same day as the transactions.
ONLINE AND MOBILE BANKING
Q: How will I log into Online and Mobile Banking after the upgrade?
A: Existing online and mobile banking users will login with their current User Name and Password.
Q: Will my online information look different when I log in after the upgrade?
A: Not really! You will still continue to see all of the accounts with a single login with basically the same menu and options.
Q: When I check my account balance through online or mobile banking, sometimes the current balance and available balance are different, but there are no pending transactions listed to explain the difference. Why does this happen?
A: Automated Clearing House (ACH) payments are electronic payments that are created when you give another entity authorization to withdraw directly from your checking account. When AFCU is completing this process, you may notice a difference in your current and available balance, because these transactions are “pending” but not actually posted yet. Once the transactions are posted, then they will be visible in your transaction history. If you have immediate questions about these transactions, please contact AFCU so that an employee can look up the transaction detail for you.
Q: Will Bill Pay change?
A: No, Bill Pay isn’t changing. You will continue to access your bill pay through online banking by selecting the Pay Bills or People option. All of your payees, scheduled payments and history will still be intact.
Q: Will bill payments scheduled for Monday, May 1 be processed?
A: Yes, there will be NO interruption or delay of service for scheduled bill payments. If you have an immediate need to schedule a bill payment during upgrade weekend, you can contact bill pay support at 866-648-4269 for assistance.
Q: Do I need to set up my payments and payees again?
A: No, your current payees, scheduled payments and history will be just as it is today. The only exception would be if you have more than one bill pay account today. If you currently have more than one bill pay account, we may need to assist you in combining your payees on one bill pay account.
DIRECT DEPOSIT & AUTOMATIC PAYMENTS
Q: Will my direct deposit or automatic payment continue to post as it did on the old system?
A: Yes, there is no need to make any changes to your direct deposits or automatic payments. They will continue to work. However, after May 1, 2017, you should use your new account number(s) when requesting a NEW direct deposit or scheduling a NEW automatic payment.
ELECTRONIC PAYMENT PROCESSING
Q: Will my electronic payments process as they did on the old system?
A: Yes, your existing electronic payments and transfers already scheduled with an external source and scheduled online banking transfers and bill payments will continue to process as usual. However, after May 1, 2017, you should use your new account number(s) when scheduling a NEW electronic payment or transfer with external sources.
Q: Will I access my account the same way as before?
A: That depends on whether you have more than one member number today. If you only have one member number today, you will continue to access the automated phone system in the same way. However, if you have more than one member number today, you will now access all of your accounts using your oldest member number. You will no longer be able to access your accounts using the other member numbers. If you are not sure which member number is the oldest, please contact us at 800-456-3000.
Q: Will the Touch-Tone Teller change?
A: The Touch-Tone Teller will remain the same. The first time you log in after the upgrade, you will need to use your member number and the PIN will be the last four (4) of the primary’s Social Security Number. After you enter the primary’s Social Security Number, you will be prompted to change it to a new four (4) digit PIN.
Q: Will the Touch-Tone Teller phone number change?
A: No, you will continue to call 501-982-AFCU (2328) or 800-982-AFCU (2328).
SERVICE CENTERS & THE MEMBER CONTACT CENTER
Q: When will the Service Centers be closed?
A: All AFCU Service Center locations will be open during normal business hours on Friday, April 28, 2017, and will be closed until normal business hours on Tuesday, May 2, 2017.
Please note that some AFCU Service Center locations may open on Monday, May 1, as they are able to do so. If any locations open, notification will be made through social media updates and on our website.
Q: When will the Member Contact Center be closed?
A: The Member Contact Center will close at 6:00 pm on Friday, April 28, 2017 and will not reopen until 7:30 am on Tuesday, May 2, 2017.
Q: Can I access my money during the upgrade?
A: Yes. AFCU’s ATMs will function during upgrade weekend, but the balance information may not be current.
Q: Can I use my AFCU ATM card, debit card, or credit card during the upgrade?
A: Yes, your ATM card, debit card, and credit card will continue to function during upgrade weekend.
Q: Will there be a change to how ATM Foreign Network Fees are charged?
A: Yes, the $1.00 ATM Foreign Network Fee & Inquiry Fees will now be charged at night during batch instead of at the time of the transaction. The fees will no longer be posted in real-time. For example: if six (6) inquiries are done during the day, then those fees won’t post until that night and the fees will be one lump sum of $6.00 and not six (6) - $1.00 fees for each transaction.
Q: Can I log into Online or Mobile Banking during the upgrade?
A: No, online and mobile banking will not be available beginning at 6:00 pm, Friday, April 28. We anticipate these services becoming available during the day of May 1.
Q: Can I use the Touch-Tone Teller during the upgrade?
A: No, the Touch-Tone Teller will not be available beginning at 6:00 pm, Friday, April 28. We anticipate this service becoming available during the day of May 1.