Everything You Need to Know

Transcription

1 Everything You Need to Know About the WECU System Upgrade Keep this information handy. Do not discard.

2 What to Expect Upgrade Checklist We ve been working hard behind the scenes to make banking with WECU as easy as possible. As a result, our Operating System, Online and Mobile Banking, and Telephone Banking are all getting a facelift. And we ve even made it easier to be a member. We re closed Monday, October 1 4 WEEKS TO GO Friday, August 31 p Verify your contact info. Verify your address, phone number and by logging in to Online Banking, reviewing your statements, or contacting us. p Check your Inbox. We ll keep you up-to-date on all the changes August 30 - October 2, via or letter. s will come from wecu@ .. Check your Spam folder if you haven t seen a message. p Learn more. Visit /SystemUpgrade for details about all the changes. We need a little time to make things right. Online, Mobile, and Telephone Banking will also be unavailable during the upgrade. The good news is, we ll have extended hours after the dust settles we re even open Columbus Day, Monday, October 8. See the Help Center tab for more details. 3 WEEKS TO GO Friday, September 7 p Add Account Nicknames. We recommend that you give your accounts Nicknames now (e.g. Main Checking, Rental Checking, Vacation Savings, etc.) to differentiate between them after the upgrade. You can add them in Online Banking or by contacting us. 2 WEEKS TO GO Friday, September Verify Your Contact Info Verify your address, phone number and by logging in to Online Banking or reviewing your statements. You are also welcome to use secure Chat at, call us at or come in to any branch. What You Need to Do 2. Check Your Inbox We will keep you up-to-date on all the changes August 30 to October 2. You ll receive either or standard mail. s will come from wecu@ .. Check your Spam folder if you haven t seen a message. Take a look at our helpful checklist 3. Learn More Learn more about the system upgrade online: /SystemUpgrade Check out the rest of this booklet for details about Your Account, Statements, Online & Mobile Banking, and WECU Membership. Contact us if you have further questions: Call or chat online at. p Receive your Username. If you currently have multiple Usernames, we ll send you an with the one you ll use on the new system. All of your accounts will be under this Username. 1 WEEK TO GO Friday, September 21 p Send your final external transfers. No transfers will be processed September The accounts and recurring transfers that you ve set up to your other financial institutions will automatically move over. Transfers to people outside of WECU will not, but they are easy to set up on the new system. p Grab cash. Online, Mobile & Telephone Banking will be unavailable during the upgrade, so having a couple payment options or extra cash is a good idea. LAST DAY Friday, September 28 p Check your balances. Make sure to check your balance before the upgrade and track your spending carefully to avoid overdraft charges. Note: Some services may be unavailable on Friday, September 28. Contact us if you need help. System Upgrade starts Friday, September 28 at 7pm NEW SYSTEMS Tuesday, October 2 p Check out Online and Mobile Banking. The first time you log in on the new system, we ll verify your identity and ask you to reset your Password. Then enjoy our new and improved features, such as Touch ID, Mobile Deposit, transfers and payments, Fast Balances, Text Banking, plus the option to turn your credit cards on or off. Need help? Call at , chat online at, or visit any branch. WHAT YOU NEED TO DO

3 Your Accounts /SystemUpgrade What s new? It s simple you re a member, not a number. From now on, all of your accounts and information will be under your name, so you won t need to remember an account number when you call or come in. What do you need to do? Nothing, we ll move everything over for you. We recommend that you give your accounts Nicknames now, to differentiate between your new account numbers after the upgrade. FAQ Will my account number change? Yes. New account numbers are between 9 and 11 digits. This will not affect your checks, cards or automatic withdrawals/deposits. We recommend that you give your accounts Nicknames now, to differentiate between them after the upgrade. You can do this in Online Banking or by making the request via Chat, phone or at a branch. Why should I use Nicknames? On the new system, Nicknames will help you differentiate between accounts of the same type. For example, you might use Nicknames like Main Checking, Rental Checking, Vacation Savings, Kids Savings, etc. You can add Nicknames to your accounts in Online Banking or by making the request via Chat, phone or at a branch. Where can I find my new account number? After the upgrade, your new account number will be on your monthly statements (beginning with your October 2018 statement). You can also find it inside Online or Mobile Banking by selecting Accounts > Snapshot. Will I still need my account number when I call or visit a branch? No. When calling in or visiting a branch, we ll look you up by your name or SSN. As always, we ll verify your identity to ensure complete account security. Will my checks still work? Yes! The next time you order checks, we ll update them to your new account number. In the meantime, your checks will work as usual. Will my Debit or Credit Card numbers change? No, your cards will work as usual. Will my automatic transfers, deposits and withdrawals still work? Yes! Automatic transfers, deposits and withdrawals will post to your account as usual. We recommend giving your new account number to anyone that you send/receive money from in case they update their information in the future. Please note: transfers, payments, and other transactions that are processed automatically will happen at a new time of day, but will still occur on the day they are scheduled. Will my transaction history look different? Yes. Things will look a bit different, but the important information (i.e. Deposit, Withdrawal, ATM Withdrawal) will still be included. Will the WECU routing number change? No. The WECU routing number will stay the same. All of your cards and checks will be transferred to your new account number. YOUR ACCOUNTS

4 Statements What will the new statements look like? All statements will have a new look! WECU will continue to send you a month-end statement for all deposit account information (savings, checking, certificates and IRAs). You will receive separate loan statements for any loan you have with WECU. What s new? Statements will have a new look. Make sure to enroll in estatements to see them in Online or Mobile Banking. What do you need to do? Check your mailbox. You ll receive your September statement in October. After that, you ll start getting statements with the new design. FAQ How will my September 2018 statement be affected? September statements will be processed as usual after the last business day of September. To help with the transition, WECU will send everyone a printed version of their September statement. Will my delivery time change? How do I enroll in estatements? estatements are a great way to save time and eliminate clutter! You can enroll in estatements on the new system by simply logging in to Online Banking, selecting Accounts > estatements and accepting the Terms and Conditions. Only members who are enrolled in estatements will have access to view, print or download them in Online Banking RETURN SERVICE REQUESTED Summary of Accounts Contact WECU Phone Number Mailing Address Website Account Type Account Number Ending Balance Savings $12, Check Plus Checking $5, Money Market Checking $5, Checking $3, Checking $5, Total Current Value $30, Certificate of Deposit Certificate Number Ending Balance 24 Month Certificate $10, Savings Account Summary Date Description Amount 07/01/2018 Beginning Balance $ Credit(s) This Period $12, Debit(s) This Period $ /31/2018 Ending Balance $12, Interest Summary Description Amount Annual Percentage Yield Earned 0.25% Interest Days 31 Interest Earned $0.50 Interest Paid This Period $0.50 Interest Paid Year-to-Date $0.50 Account Activity Post Date Description Debits Credits Balance 07/01/2018 Beginning Balance $ /01/2018 New Account Deposit $12, $12, /31/2018 Credit Interest $0.50 $12, /31/2018 Ending Balance $12, Daily Balances Date Amount 07/01/2018 $12, Interest Rate Changes Interest Rate As Of Date 4 Date Amount 07/31/2018 $12, Statement Ending 07/31/2018 Statement Account: Page 1 of 4 Interest Rate 07/01/ % 1 Month-End Statements 1. How to Contact WECU 2. Summary of Accounts: Account Type, Number & Balance 3. Account Summary: Beginning & Ending Balance, Debit & Credit Totals 4. Dividend Summary (if applicable): Annual Percentage Yield, Dividend Days, Earned, Paid & Year-to-Date. 5. Account Activity: All Transaction Details 6. Dividend Rate Changes (if applicable): Dividend Rate as of each date of change Yes! You ll go back to receiving your statements shortly after the statement period ends. Thank you for your patience during this transition time. How many statements will I receive? You ll receive a month-end statement for all deposit accounts with the same signers. You ll also receive a loan statement for any loan you have with WECU. Will my transaction history look different? Yes. Things will look a bit different, but the important information (i.e. Deposit, Withdrawal, ATM Withdrawal) will still be included. How will my account/loan notices be affected? WECU may send you account or loan-related notices as needed. If you are enrolled in estatements, you ll receive your notices electronically on our new system. If not, you ll receive them through regular mail. If you are enrolled in estatements, you can access them in Online Banking by selecting Accounts > Documents > Notices after the upgrade. If you aren t enrolled, you can do so by simply logging in to Online Banking, selecting Accounts > estatements and accepting the Terms and Conditions RETURN SERVICE REQUESTED Account Information Property Address Outstanding Principal Interest Rate Prepayment Penalty Past Payments Breakdown Paid Last Month $30, % No Paid Year to Date Principal $0.00 $5, Interest $0.00 $5, Escrow (Taxes and Insurance) $0.00 $5, Fees $0.00 $0.00 Total $0.00 $15, Transaction Activity (08/03/2018 to 08/30/2018) Account Number Payment Due Date 08/01/2018 Amount Due $ If payment is received after 08/16/2018 a late fee of $24.00 will be assessed. Explanation of Amount Due Principal $ Interest $ Escrow (Taxes and Insurance) $ Regular Monthly Payment $ Total Fees and Charges $0.00 Overdue Payments $0.00 Total Amount Due $ Date Description Charges Payments No Activity this Period Real Estate 2 Mortgage Statement Ending 07/31/2018 Page 1 of RETURN SERVICE REQUESTED Auto Account Number Other Loans Payment Information Payment Due 08/20/2018 Principal and Interest Due $ Regular Payment Due $ Other Amount Due $0.00 Past Due Amount $0.00 Total Amount Due $ A late fee of 5.0% of the payment amount may be assessed on payments more than ten (10) days late. Account Summary Outstanding Balance $20, Interest Rate % Interest Paid YTD $ Statement Period: 08/03/ /30/2018 Account Number: Contact WECU Phone Number Mailing Address Website Page 1 of 2 Payment Options /makepayment Loan Statements 1. How to Contact WECU 2. Payment Info: Breakdown of the Total Amount Due 3. Account Summary: Balance, Interest Rate and more 4. Past Payments: Last Month & Year-to-Date Account Number: Amount Due Due By 08/01/2018 $ Payment received 15 days after the due date will be assessed a late charge of $ Total Amount Enclosed $ Detach and mail your coupon with your payment PO BOX 9750 BELLINGHAM, WA EA9529B748FEC74DBEDD73CEE Loans Detach and mail your coupon with your payment Account Number Payment Due Date: 08/20/2018 Payment Due Amount: $ Write in the Amount Enclosed You re all set! Payment will be automatically deducted from your account # 0 on your due date for $ BEF8F1492C35C41B7A3A6D096C3AE Loans 5. Transaction Activity: During Statement Period 6. Payment Coupon STATEMENTS

5 What s new? Now you only need one login to see all of your accounts. What do you need to do? When you log in after the upgrade, we ll verify your identity and ask you to reset your Password. If you currently have multiple Usernames, we ll send you an with the one you ll use on the new system. FAQ Online & Mobile Banking How are Online & Mobile Banking changing? We re excited to debut a brand new Online and Mobile Banking experience! You can see all of your accounts with one login, we ve updated our technology and added new features. If you already use Online or Mobile Banking, check out Will I need to re-register? Why is WECU upgrading? Technology is changing fast and we all rely on our digital services now more than ever. Our new Online and Mobile Banking is simple and convenient because we want to make your life a little easier. What s new and improved? We ve added and improved features to make Online & Mobile Banking even better: Touch ID: Fingerprint access for Mobile Banking. Mobile Deposit: Better technology and quicker access to your money. Manage Cards: Turn your credit cards on and off. Transfers: Move money between your accounts at WECU, your accounts at other financial institutions, to other WECU members, friends or family. Fast Balances: Check your account balance on the app without even logging in. Text Banking: Request account information with a quick text. Help options: Live Chat, Secure Messages and Help tips. Registration Will I need to re-register? When you log in after the upgrade, we ll verify your identity and ask you to reset your Password. You can do this from your computer or mobile device. If you currently have multiple Usernames, we ll send you an with the one you ll use on the new system. Can I register from my phone? Yes! You can now register for Online or Mobile Banking directly from your mobile device. Existing User Registration Enter your Username and your Password, click Submit. Re-enter your Username to confirm. Verify your identity via a phone call, text, or by answering security questions. Select a new Password and re-enter to confirm. Select security questions and answers. What if I forgot my Username? If you ve forgotten your Username, you can reset it by calling us at and selecting option 3. Is the New System Secure? Password Retrieval Click Forgot Password. Enter your Username and Social Security Number (SSN) and click Submit. Verify your identity via a phone call, text, or by answering security questions. Enter a new Password and re-enter to confirm. If you know your Password, you can change it by clicking on the profile icon in Online Banking and selecting Profile Updates > Change Password. New User Registration You can register from your computer or mobile device. Follow these simple steps: Click Register. Review and agree to the Terms and Conditions. Enter your name, social security number, and address. Complete the security verification step by receiving a phone call, text, or answering the security questions. Enter a Username, Password and re-enter your Password for confirmation. Absolutely! Our new system verifies your identity via call, text or security questions. There are also additional layers of security to combat fast-moving threats and detect fraud. Make sure to update your phone number before the upgrade and add your cell phone if you d like to verify your identity via text. ONLINE BANKING & MOBILE BANKING

6 Online & Mobile Banking continued... Mobile Check Deposits We re excited to offer an even better Mobile Deposit option. Mobile Deposit lets you deposit your checks anytime, anywhere with your Android or Apple device. All you need is internet service and the WECU Mobile App. We ve improved check recognition with top-of-the-line technology, your money may be available immediately* and of course, you ll save time and money not taking a trip to a branch. How does it work? It s easy. After the upgrade, choose Deposit a Check from your app Quick Links. Choose the account you want to deposit to, the amount of the check and snap a photo of the front and back of the check. Make sure to write WECU mobile deposit on the back. General Information Who will have access? Each person on an account will have their own login and will be able to access any account they are on. Can I give someone access? Yes. You can setup additional users and give them access to any or all of your accounts by clicking on the profile icon in Online Banking and selecting Users. Will my transaction history look different? What if I see a transaction that I do not recognize? While using a desktop computer, you ll see a question mark next to each transaction. You can click on it to send us a Transaction Inquiry. The details of the transaction will be included in the message automatically. On a mobile device, you can simply send us a message with your questions. Can I send WECU a message? *All checks are subject to review and temporary holds may be placed based on check details and account status. MX (Money Desktop) Will I still have access to Money Desktop? Yes! Money Desktop (now MX) is a free, personal finance tool inside of Online & Mobile Banking. You can link all your accounts, loans and credit cards at other institutions for a complete view of your finances. Take control of your financial health with robust, integrated tools for budgeting, spending categorization, savings goals and net worth. How to get started? 1. Click on the MX option in Online or Mobile Banking 2. Choose Add an Account to link your accounts at non- WECU institutions (like your Costco Card or other bank accounts) 3. Provide your login credentials It may take a few minutes for your transaction details to download and be available, but your WECU accounts will all be added automatically. After this, you ll be able to monitor your full financial picture. Existing users: All of your information will be transferred over to the new system. Note: if you had multiple MX accounts, we chose your most active. Transfers How do I make a transfer? There are many options for transferring funds in Online or Mobile Banking. Click on Make a Transfer and you ll have the options to transfer to: Your WECU accounts Accounts you have at other institutions Other members, friends or family How do I manage my accounts? You can easily add and delete accounts that you transfer to by selecting Transfers > Manage Accounts. Can I set up recurring transfers? Yes! You can set up and manage your own recurring transfers in Online or Mobile Banking. Choose from following options: Daily Bi-weekly Bi-monthly Semi-annually Weekly Monthly Quarterly Annually Note: transfers, payments, and other transactions that are processed automatically may happen at a new time of day, but will still occur on the day they are scheduled. Yes. Things will look a bit different, but the important information (i.e. Deposit, Withdrawals) will still be included. Where can I find my transaction history? You can see account history in Online or Mobile Banking by selecting Accounts > Transactions, choosing an account and a date range. You can also see your most recent transactions by selecting Accounts > Snapshot and clicking on an account. How much history is available? Initially, you ll be able to see up to 120 days of account history in the new Online and Mobile Banking systems. Over time, this will accumulate to up to one year. If I need additional history, how do I request more? You can request additional history in Online or Mobile Banking by completing the form in More > Statement Request. We will send you copies of any statement you need. Note: there is a $1 fee for each statement copy. Where do I find my receipts? You can view receipts and other documents in Online or Mobile Banking by selecting Accounts > Documents. Can I view check copies online? Yes. You will have the option to view a copy of a cleared check in Online or Mobile Banking by selecting Accounts > Transactions, choosing an account and clicking on the check icon in your account history. Yes. If you have a question for us, click on the Envelope icon at the top of the page to send us a secure message. We can also send messages to you or send documents back and forth, if needed. Can I still send money to people outside of WECU? Yes! You can send funds to another person with just their address or phone number. It s as easy as that! How does it work? Choose Payments > Pay People in Online or Mobile Banking. The first time you use this service, you ll be asked to accept the Terms and Conditions. Simply put in the details of who you want to pay, how much, how quickly and send. You can even set up recurring transactions. Existing P2P users: Your existing P2P info will not transfer over, but it s easy to set them up on the new system. Your payments will clear your account a little differently (not immediately) and fees for non-sufficient funds, stop payments, etc. apply, if applicable. You will also need to have a checking account to use this service. Is Bill Pay changing? Will I need to reregister? Bill Pay will not be changing, but if you had multiple Bill Pay profiles on our old system, you will now be able to access all of your payees in one place. You will also be able to use any of your checking accounts for paying bills. You will not need to re-register because your registration will transfer to the new system. How to set up authorized users for Bill Pay: The authorized users that you may have set up on our old system will not automatically come over, but you can add authorized users and define their access in our new system by choosing More > Users. ONLINE BANKING & MOBILE BANKING

7 Online & Mobile Banking continued... New Features How do I set up Touch ID? It s easy! Simply click the profile icon in Online Banking and select Touch ID. Choose your Device Name, enter your Username and Password, and click Enroll. Please note, Touch ID must also be enabled on your mobile device. How do I turn my credit cards on & off? Now you can have peace of mind knowing you can turn your credit card on or off in the moment to stop or allow new charges. And it gets better, this option is in addition to our regular, 24/7 fraud monitoring. How does it work? It s easy. Choose Manage Credit Cards from your Quick Links. Pick the card you want to deactivate and select Turn Off. How do I set up Fast Balances? Fast Balances lets you check your balances and history without logging in! Simply click the profile icon in Online Banking and select Fast Balances. Enable your mobile device to enroll and select which accounts you d like to see. Then, you ll be able to view these accounts from your Login page by clicking on the tab below the WECU logo. How do I set up Text Banking? WECU Text Banking allows you to send a quick command via text message and receive the response back via text. Here are the requests that you can make: BAL: Balance TRANS: Initiate a transfer HIST: 5 most recent transactions MORE: 5 more transactions NICK: List of all account nicknames HELP: List of all command options STOP: Cancels text banking To Enroll in Text Banking: Click on the Profile icon next to your name in Online Banking, select Text Banking and simply register your phone number to enroll. How do I set up automatic transfers of my paycheck? It s easy to set up automatic transfer to split your paycheck between your accounts each time you get paid. How does it work? Choose More > Direct Deposit in Online or Mobile Banking. Complete the Direct Deposit form and submit. Your request will be processed within 3 business days. WECU Membership Existing Members You no longer need $5 on deposit or a savings account. Any account or loan makes you a member, as long as you meet eligibility requirements. Joint Members All account holders or borrowers are now members, so welcome (officially) to WECU! Please make sure to update your contact info so we can share the latest happenings with you. Other Changes ATM Deposits After the upgrade, the first $200 of your deposits (per day, per card) will be available immediately;* and the remaining funds will be available 2 days later. Debit Card Limits After the upgrade, daily debit card transaction limits will change to $510 at the ATM and $10,000 at any merchant (both entering your PIN and signing to authorize). Fraud Notifications With our new system we have the ability to add each cardholder s contact information for fraud notifications. This will allow us to contact you directly if we see any suspicious transactions. If we need to verify activity on your card, you will be contacted via text, or phone. Please make sure your contact information is up-to-date. Mortgage Payments Our new system allows mortgage payments to be processed in real-time, which means there will no longer be an account (S47) linked to your mortgage for routing payments. Overdraft Transfer Fee After the upgrade, the $2 fee for transferring money between accounts to cover overdrafts will now charge to the account that funds were transferred from. Travel Notes Now you only need to notify us if you are traveling outside of the US. You can do this in Online or Mobile Banking by selecting More > Travel Notification. *You need to be a member for at least 6 months to qualify for the immediate credit. WECU MEMBERSHIP

8 Help Center Our upgrade will take place after closing on September 28 until we reopen October 2. During this time, some of our services will be unavailable. Branches CLOSED during the upgrade. We ll reopen on October 2. OPEN on Monday, October 8. We ll be open on Columbus Day in case you need anything. Contact Center CLOSED during the upgrade. EXTENDED HOURS October 2-13: 8 am to 7 pm Monday- Friday, and 9 am to 2 pm on Saturday. OPEN on Monday, October 8. We ll be open on Columbus Day in case you need anything. Online & Mobile Banking UNAVAILABLE during the upgrade. Make sure to check your balances, review your account activity and perform any necessary online transactions with plenty of time ahead of the upgrade. Debit Cards AVAILABLE during the upgrade. Temporary limits will be in effect. Card transactions, including ATM withdrawals, will post to your account by the time we open Tuesday morning. Your balance will not be updated by transfers, deposits, merchant credits or reversals during this time, so having another method of payment or extra cash is a good idea. Make sure to check your balance before the upgrade and track your spending carefully to avoid overdraft charges. During the upgrade, you re welcome to call Visa Transaction Assistance with questions about your signature transactions at Outside of the US, call collect Credit Cards AVAILABLE during the upgrade. Temporary limits will be in effect. Card transactions will post to your account by the time we open branches Tuesday morning. Your balance will not be updated by charges, payments, merchant credits or reversals during this time. Track your spending carefully to avoid going over your limit. During the upgrade, you re welcome to call Visa Transaction Assistance with questions at Outside of the US, call collect ATMs AVAILABLE during the upgrade, but your balance will not update. Temporary limits will be in effect. Track your spending carefully to avoid unnecessary overdraft charges. Any ATM deposits you make during the upgrade will post to your account by the time we open branches Tuesday morning, with up to $200 available.* The remaining funds will be available 2 days later. Don t forget, as a WECU Member you have access to nearly 30,000 surcharge-free ATMs - that s more than most of the biggest banks. Telephone Banking UNAVAILABLE during the upgrade. We suggest that you check your balances, review your account activity and perform any necessary online transactions with plenty of time ahead of the upgrade. *You need to be a member for at least 6 months to qualify for the immediate credit. Don t forget to grab some extra cash as a back-up payment option. Service Availability The following will be unavailable from closing on September 28 until we reopen on October 2. Branches Contact Center Online & Mobile Banking Telephone Banking The following will be available during the upgrade. Debit Cards Credit Cards ATMs We re Closed Monday, October 1 We re Open Columbus Day, October 8 We re here for you. All branches and our Contact Center will stay open on Columbus Day. Final Reminders Extended Hours Our Contact Center will have extended hours October Mon-Fri: 8am to 7pm and Sat: 9am to 2pm. Still have questions? Update your contact information. Check your inbox for messages. Review the checklist included with this booklet. Check your balances prior to the upgrade. Grab some cash as a back-up payment option. Track your spending carefully during the system upgrade. Transactions will post to your account by the time we open our branches Tuesday morning, October 2. Check out the new and improved WECU systems on October 2. /SystemUpgrade Chat at 11 locations in Whatcom County HELP CENTER

9 Learn more about the WECU system upgrade online: /SystemUpgrade Contact us if you have further questions: Call or chat online at OR VISIT A BRANCH: Holly Branch 600 E Holly Street Bellis Fair Branch Bellis Fair Mall - Target Wing Birchwood Branch 1600 Birchwood Ave Fairhaven Branch 1225 Harris Ave Fountain Branch 2625 Meridian Street Sunset Branch 3061 Orleans Street Blaine Branch 1773 H Street Everson Branch 106 East Main Street Ferndale Branch 5659 Barrett Rd Lynden Branch 2045 Front Street Sudden Valley Branch 1945 Lake Whatcom Blvd Effective August 2018 Printed on 30% recycled material. Federally Insured by the NCUA. Equal Housing Opportunity