We are excited to announce that we are converting to a new core banking system starting on Friday, February 1st, 2019. We have decided to change our core system so we may continue to provide you with safe, secure products and services while utilizing the latest in technology.
Connect Credit Union System Upgrade Frequently Asked Questions (FAQs)
General System Upgrade Information
Q. When is the system upgrade occurring?
A. The system upgrade will begin at the close of business on Thursday, January 31, 2019 and be completed on Monday, February 4, 2019 at 12pm.
Q. Why are you upgrading your core system?
A. We have decided to change our core system so we may continue to provide you with safe, secure products and services all while utilizing the latest technology.
Q. Will I be able to access my accounts during the system upgrade?
A. Yes, your access to certain services will remain available. Your debit card and credit card will continue to operate during the system upgrade. The services that will be unavailable during the system upgrade will be Online Banking, Bill Pay, eDeposit, Phone24, and Shared Services.
Q. Will the branches or Call Center be open during the system upgrade?
A. Connect CU branches and Call Center will be closed beginning on Friday, February 1, 2019 and will re-open on Monday, February 4, 2019 at 12pm.
Q. Will my Member Number change?
A. No, your Member Number will not change. We WILL be changing the suffix number that is associated with your member number. The Savings suffix will change from 00 to 001. The Checking account suffix will change from 40 or 41 to 040, or 041. In addition, your loan suffixes will be updated to a three-digit suffix number.
Q. Will the system upgrade affect my automatic withdrawals and Direct Deposit?
A. All Direct Deposits and Automated Clearing House (ACH) payments will process as normal. No action is required on your part.
Q. Can I still use my checks?
A. Yes, you can continue to use your existing checks. Our routing & transit number, 267078765, will remain the same.
Q. Will the website www.ConnectCU.org change?
A. No, our website address will not change.
Online Banking & Bill Pay
Q. Is there a change to Online Banking & Bill Pay?
A. Yes, Online Banking and Bill Pay will be upgraded to a more user-friendly interface with additional features to enhance your online experience. Online Banking users will receive email communications with steps how to sign in after the system upgrade is complete.
Bill Pay users’ payees will be converted over; however, any eBills you may have set up will not be transferred over. You will be able to set up your eBills in the new Bill Pay system once it is in place on February 4, 2019.
Q. Will Online Banking & Bill Pay be available during the system upgrade?
A. No, during the system upgrade you will not have access to Online Banking or Bill Pay. Once the system upgrade is complete, the services will have a completely different look when you log in.
Q. Will I be able to log in to Online Banking & Bill Pay during the system upgrade?
A. No, you will not be able to log in to Online Banking or Bill Pay during the system upgrade. Online Banking and Bill Pay will not be available. No new Online Banking or Bill Pay enrollments/registrations will be allowed after January 31, 2019 through Monday, February 4, 2019. Once the new Online Banking and Bill Pay systems are in place, registrations and enrollments will be available.
Q. Will my Bill Payments I have set up be sent out during the upgrade?
A. Yes, any Bill Payments already scheduled will be sent out as scheduled.
Debit Card Access
Q. Will I be able to use my Debit Card during the system upgrade?
A. Yes, you will be able to use your Debit Card during the upgrade however; your access may be limited during the system upgrade weekend.
Connect Credit Union will continue to monitor purchases on your debit card and notify you of any suspicious activity. In the event we are unable to connect with you regarding any suspicious account activity, your debit card may be placed in a temporary blocked status for your protection. This is the same process we follow currently and will continue to follow during and after the upgrade.
Q. Will I be receiving a new Debit Card?
A. No, new cards will not be issued. Debit cards will function as normal and you can continue to use your existing Debit Card. If the expiration date on your debit card is January of 2019, you will receive your new card before January 31, 2019.
eDeposit
Q. Will the eDeposit service be available during the system upgrade?
A. No, the eDeposit service will not be available during the system upgrade. Once the system upgrade has been completed, eDeposit will be available within the new mobile application. You will no longer have to use the separate eDeposit application that requires a separate username and password to process your eDeposits.
You will receive email communications on how to download Connect Credit Union’s new mobile application to access your account and process mobile deposits. After February 1, 2019, please delete the old eDeposit application from your phone.
Shared Services
Q. Will Shared Services be available during the system upgrade?
A. No, you will not be able to access your Connect Credit Union account via any Shared Services facility during our system upgrade, which will occur from close of business of Thursday, January 31, 2019 through Monday, February 4, 2019 at 12pm. Once the systems upgrade is complete, Shared Services will be available as normal.
Credit Card Access
Q. Will my credit card function as normal during the system upgrade?
A. Yes, you will be able to use your Credit Card during the system upgrade weekend.
Connect Credit Union will continue to monitor purchases on your MasterCard credit card and notify you of any suspicious activity. In the event we are unable to connect with you regarding suspicious transactions, your credit card may be placed in a temporary blocked status for your protection. This is the same process we follow currently and will continue to follow during and after the upgrade.
Q. Is the system upgrade for Credit Cards at the same time as the overall system upgrade?
A. No, the system upgrade for Credit Cards will occur beginning on Wednesday, February 27, 2019 through Monday, March 4, 2019
Q. Will I be receiving a new Credit Card?
A. No, most members will not be receiving a new card. However, if you have a joint Credit Card with a co-signor or an authorized user, a replacement card for each signor on the account will be issued mid-February 2019.
ATM
Q. Will Connect CU ATMs be available during the system upgrade?
A. Connect CU ATMs will be available for use on Monday, February 4, 2019 at 12 pm. We recommend you withdraw any cash you will need for the weekend before the close of business on Thursday, January 31, 2019.
Phone24
Q. Will Phone24 system be available during the system upgrade?
A. No, the Phone24 system will not be available from close of business on Thursday, January 31, 2019 until mid-day Monday, February 4, 2019. Once the system is available on Monday, February 4, 2019, the menu will be slightly different.
Q. Will the Phone24 menu change?
A. Yes, the Phone24 system menu will be changing. The phone number will be the same. View our easy reference guide to Phone 24.
MY$MANAGER
Q. What is happening to My$Manager, the personal financial management tool in Online Banking?
A. On September 13th, the personal financial management tool, My$Manager, will no longer be available for members use. As part of a system conversion, occurring in February 2019, this product will no longer be supported.
Q. What alternatives are available?
A. Connect Credit Union will continue to research the market for personal financial management tools that will complement our array of online products & services.
Q. What happens to the goals and account information I have in My$Manager?
A. All data entered or linked to external accounts will be purged. You can also delete the information by logging in to My$Manager and delete or unlinking your accounts before the September 13th date.
Q. When will this service be discontinued?
A. After September 13th, My$Manager, the personal financial management tool will no longer be accessible within Online Banking.
