Personal Banking Upgrade 2.MO Guide Everything You Need to Know About our Upcoming Enhancements What s Inside? Key dates when systems will be unavailable Instructions for logging into Online Banking after the upgrade Details on how to download and access our new Mobile Banking apps Information on calling Voice Banking after the upgrade An overview of our new account statements And much more
For over 28 years, PlainsCapital Bank has remained committed to putting you, our customer, first. Our top priority has been, and always will be, providing you with the very best banking solutions available. That s why we re launching Upgrade 2.MO. Upgrade 2.MO represents a complete, top-to-bottom enhancement of all our delivery channel solutions including Online Banking, Bill Pay, Mobile Banking, and Voice Banking as well as total modernization of our behind-the-scenes banking systems and processes. Our goal is to deliver a more powerful and versatile banking platform that integrates the latest technological advancements with our existing portfolio of products and services to provide you with greater security, added convenience, and new features. This upgrade Jerry L. Schaffner President & CEO PlainsCapital Bank also positions us to be able to offer you exciting new banking solutions in the future. From August 12 through 15, while Upgrade 2.MO is taking place, access to some of our banking tools will be limited. In this guide, you ll find all the information you need to be prepared for the upgrade, including important dates and details about accessing our delivery channels once the changes are complete. Please take time to review this guide carefully. We know you may have questions before, during, and after the upgrade, and we re ready to help. If you need assistance, please don t hesitate to call us at 866.762.8392 or visit your local branch. Thank you for your patience during Upgrade 2.MO and for continuing to trust PlainsCapital Bank with your financial needs. We re excited about this opportunity to provide you with enhanced banking solutions, and we re committed to delivering service beyond your expectations. Sincerely, Jerry L. Schaffner
Table of Contents What You Can Expect Upgrade 2.MO Checklist Personal Online Banking Bill Pay Mobile Banking Voice Banking Overdraft Privilege and Protection ATM Refunds Statements Frequently Asked Questions 3 4 5 6 7 8 8 8 9 10 Important Dates Upgrade 2.MO is scheduled for August 12-15. The upgrade will begin at 3 p.m. on Friday, August 12 and is scheduled to be completed by 8 a.m. on Monday, August 15. Please note the following dates and deadlines. All times are Central time. FRIDAY, AUGUST 12 at 3 P.M. Deadline to submit bill payments prior to the upgrade. Bill Pay will go into View-Only mode. FRIDAY, AUGUST 12 at 6 P.M. Deadline to submit a funds transfer prior to the upgrade. Online Banking, Mobile and Voice Banking will go into View-Only mode. August 2016 SATURDAY, AUGUST 13 Branches will be open during regular Saturday hours. You may continue to use your debit card for purchases and visit ATMs as usual during the upgrade. Sunday Monday Tuesday Wednesday Thursday Friday Saturday 31 1 2 3 4 5 6 7 8 9 10 11 12 13 SUNDAY, AUGUST 14 All branches will be closed. You may continue to use your debit card for purchases and visit ATMs as usual during the upgrade. MONDAY, AUGUST 15 at 8 A.M. Upgrade 2.MO is complete! You can now access our new Personal Online Banking, Bill Pay, Mobile Banking, and Voice Banking tools. Be sure to download our new Mobile Banking app. 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 2
What You Can Expect Here s a quick summary of what is changing and what is staying the same after Upgrade 2.MO. WHAT'S NEW OR CHANGING WHAT'S NOT CHANGING Online Banking. After the upgrade, you ll log in to a brand new Personal Online Banking interface. Be sure to update your phone number before the upgrade so we can verify your identity. See page 5 for details. Your Online Banking Username. While the characters in your username will remain the same, you ll need to enter them in all lowercase letters. See page 5 for details. Your Online Banking Password. The first time you log in to our upgraded Online Banking system, you ll need to use a temporary password and then create a new password. See page 5 for your temporary password. Quicken Integration. Quicken integration will continue to be available within the new Personal Online Banking system. Quickbooks integration will no longer be offered through Personal Online Banking but will be available in Business Online Banking. Quicken's automated transaction download process will not be available for 3-5 business days after August 15. Accounts and Loans. There are no changes to your existing product features. Account Numbers. Unless you ve already heard from us, your account number will not change. Safe Deposit Boxes. There are no changes to safe deposit boxes or your experience in our branches. Checks. Nothing will change with your existing checks. Debit Cards. Your existing debit cards will keep the same card number and Personal Identification Number (PIN) unless you have already heard from us. ATMs. You ll continue to have the same access to PlainsCapital Bank ATMs and other bank s ATMs you've always had. Bill Pay. We re upgrading to a brand new Bill Pay interface which you ll access via our new Online Banking platform. See page 6 for details on how this impacts your payees and ebills. Mobile Banking App. Our existing Mobile Banking app will be retired, and we re launching a brand new app. See page 7 for details on when, where and how to download the new app. Voice Banking. We are upgrading our Voice Banking platform. See page 8 for details on accessing the system after the upgrade. Statements. Our account statements will feature a brand new look and feel after the upgrade. See page 9 for details. Overdraft Protection Transfers. The fee for this service will now be charged on the day of the transfer. See page 8 for more information. ATM Refunds. After the upgrade, refunds of other bank s ATM fees will no longer require a $100 withdrawal and will be credited same-day. See page 8 for details. Debit Cards Transactions. During the hours of 3 a.m. to 5 a.m. Central time on August 15, some debit card transactions may be denied. Cards should operate normally after 5 a.m. on August 15. 3
Upgrade 2.MO Checklist BEFORE THE UPGRADE Schedule all bill payments by 3 p.m. Central time on Friday, August 12. Bill Pay will be in view-only mode during the upgrade. Schedule all Online Banking transfers by 6 p.m. Central time on Friday, August 12. Online Banking will be in view-only mode during the upgrade. Update your phone numbers! Before you can access the new Online Banking system, we will need to verify your identity via a telephone call or SMS text message. To guarantee your access won t be delayed, please make sure we have your up-to-date phone numbers on file. Simply log into Online Banking, click on Security in the Preferences menu on the left-hand side of your screen, then click on the Secure Delivery tab. From here you can add current phone numbers, make updates, and remove old phone numbers. Prefer to update over the phone? Just call Customer Service at 866.762.8392. DURING UPGRADE WEEKEND Branches will be open during their normal business hours on Saturday, August 13. All branches, including the Lubbock South Plains Mall Branch located at 6002 Slide Rd., Suite B-21, will be closed on Sunday, August 14. If you have any questions, please call PlainsCapital Bank Customer Service at 866.762.8392. We will be available to assist you with extended hours of operation from 9 a.m. to 3 p.m. Central time on Saturday, August 13 and Sunday, August 14. You will have view-only access to your accounts in Online, Mobile, and Voice Banking through 10 p.m. Central time on Sunday, August 14. Online Banking users should visit PlainsCapital.com, complete the first-time login process and create a new password. See page 5 for details on how to log in. If you scheduled any recurring or future-dated funds transfers in Online Banking before the upgrade, check to make sure your scheduled transfers were migrated correctly. After logging in to the new Personal Online Banking, Bill Pay users should review their scheduled payments and payees to ensure they were migrated correctly. Bill Pay users should reestablish any ebills, Person-to-Person (P2P) payments, and external transfers, as these payments could not be migrated during the upgrade. P2P payments are now "People Pay" transactions. Mobile app users, please delete our old app from your mobile device and download our new app from the App Store TM (Apple ) or Google Play TM (Android ). After you've completed the first-time login process for Online Banking, you can then log into the new Mobile Banking App. To enroll in Text Banking, please visit the Mobile Center within Online Banking and enroll your mobile device. Upon your first call into Voice Banking after the upgrade, please listen carefully to our new menu options and establish a new Personal Identification Number to access the new system. Android is a trademark of Google Inc. 4
Personal Online Banking After the upgrade, you ll notice some changes in Online Banking. WHAT S NEW? A customizable Online Banking homepage displays the information you want to see. New real-time account alerts keep you informed about balances and transactions. Our new Money Center makes it easy to transfer funds, pay bills, and pay people right from the homepage in a few easy clicks. BEFORE THE UPGRADE Deadline to Schedule Payments The deadline to submit a funds transfer before the upgrade will be Friday, August 12 at 6 p.m. Central time. View-Only Mode At 6 p.m. Central time on August 12, Online Banking will switch to "View Only" mode you'll have access to view your accounts but no new payments or transfers can be created until after the upgrade. Logging In The first time you log in after Upgrade 2.MO, you ll need to verify your identity for security purposes. Login: On or after August 15, please visit PlainsCapital.com. You ll notice our new Online Banking login box. Username: Please enter your existing username in all lowercase characters. Your username will now be case-sensitive and should be entered in lowercase. Temporary Password: On the next screen, enter the last four digits of your Social Security Number (SSN) as your temporary password. Don t have an SSN? Please contact 866.762.8392 to establish a first-time password. For security purposes, if you haven t logged in to Online Banking in the past year prior to the upgrade, you ll need to re-enroll as a new user. When you re ready to access the system again, just follow the steps below for easy online self-enrollment. NOT ENROLLED? After Upgrade 2.MO, it will be easy to self-enroll in Online Banking. Just go to PlainsCapital.com and click Sign Up For Online Banking" in the Online Banking login box. TRANSACTION HISTORY In the new Online Banking platform, your previous deposit account history will be available for January 1, 2016 through August 12, 2016. Please note that loan history will not be available after the upgrade, so please take a moment to save or print any loan history you wish to keep by August 12. HELP WITH ONLINE BANKING From August 15 through August 26, we will have dedicated Online Banking support available to assist you Monday through Friday from 7 a.m. to 10 p.m. Central time. Just call Customer Service at 866.762.8392 for assistance. 5
Bill Pay WHAT S NEW? After the upgrade, you ll notice that you can access Bill Pay quickly and easily right from your new Online Banking homepage. It will be seamlessly integrated into your customizable Online Banking experience. We re enhancing our Person-to- Person (P2P) payment experience with the launch of People Pay. Visit the Money Center within Online Banking to set up a People Pay transfer. BEFORE THE UPGRADE Deadline to Schedule Payments The deadline to submit a bill payment for same-day processing will be Friday, August 12 at 3 p.m. Central time. Payments submitted prior to this deadline will be processed the same day, or they will be transferred to the new system if they were scheduled to process after 3 p.m. Central time on August 12. All other payments should be held until after the upgrade is complete. View-Only Mode At 3 p.m. Central time on August 12, Bill Pay will switch to View Only mode you ll have access only to view existing payees and payments, but no new payments or payees can be created until after the upgrade. Payees and Scheduled Payments During the upgrade, most payees and scheduled payments will be migrated to the new system seamlessly. On Monday, August 15, please log in to Online Banking and verify that all your payees and scheduled payments look correct. ebills, P2P Payees, and External Transfers If you have established any ebills, Person-to-Person (P2P) payees, or external transfer payees, these will not be migrated to the new system. Prior to the upgrade, please take a moment to record information from the ebills, P2P payees, and external transfers you would like to keep. Then, on or after August 15, please reestablish ebills within the new Bill Payment system. P2P and external transfers will now be managed directly within Online Banking. Please visit our Money Center to establish new P2P payments with People Pay or set up new external transfers with the Make a Transfer option. As a reminder, People Pay (P2P) transfers and external transfers will continue to count toward the monthly bill pay allowance included with each account (if applicable); each additional payment is $1. Bill Pay History After the upgrade, you will have access to 60 days of Bill Pay history from our prior system. If you have any questions about an older payment, just give us a call at 866.762.8392. HELP WITH BILL PAY If you need assistance with PlainsCapital Bill Pay before the upgrade, please continue to call 877.268.3930. If you need assistance after the upgrade with the new bill payment system, please contact us at 855.513.3917. 6
Mobile Banking WHAT S NEW? In addition to the convenient features you re already used to like Mobile Check Deposit, Mobile Bill Pay, and People Pay (P2P) you will now be able to review check images within our new Mobile Banking app. And, we're launching Text Banking, an easy way to check balances and recent transactions with a quick text message. On or after August 15, it s time to get our new Mobile Banking app! Just follow these easy steps: 1. Delete our old Mobile Banking app from your Apple or Android device. 2. Sign in to Online Banking and complete the first-time login process. 3. Visit the App Store or Google Play to download our brand new App, PlainsCapital Bank Mobile. 4. Log in to the new app with your newly established Online Banking credentials and complete the mobile registration process. NEW TO MOBILE BANKING? PlainsCapital s Mobile Banking App makes it easy to bank on-the-go from your iphone, ipad, or Android phone or tablet. Mobile Banking is available to all Online Banking users. With Mobile Banking, you can: View account balances and transaction history Pay bills with Mobile Bill Pay Deposit checks with Mobile Deposit Transfer funds between accounts Pay friends and family with People Pay And more! To get started, just follow the steps above to download our app. TEXT BANKING Once your online profile is established, visit the Mobile Banking Center and click Get Started. Follow the prompts to begin Text Banking enrollment. When you ve entered your phone number, the system will send a welcome text to your phone with a unique enrollment code. Input this code into the appropriate area in the Mobile Banking Center to complete your enrollment. Then, you will receive a confirmation text. After you've enrolled, you can text to get a list of Text Banking commands to check your balance information, review transaction history, get help, and much more. iphone and ipad are registered trademarks of Apple Inc. 7
Voice Banking With Voice Banking, it s easy to access your account information anytime, 24/7. Just call 866.762.7782 to: Check account balances and review posted transactions Transfer funds between accounts Report a lost or stolen debit card Add Voice Banking to your phone s contacts for easy access to account information anytime, anywhere. For your security, the first time you call Voice Banking after the upgrade, you ll need to verify your identity and create a new Personal Identification Number (PIN). Please listen carefully to our new menu options and follow the instructions to access the new system. Overdraft Privilege and Protection An overdraft occurs when you do not have enough money in your account to cover a transaction, but PlainsCapital Bank pays it anyway. We can cover overdrafts in two different ways. We have standard overdraft practices that come with most accounts. We also offer Overdraft Protection Transfers, which are available when you link your checking account to another account such as a PlainsCapital savings account or personal line of credit. Funds are automatically transferred from the linked account to your checking account to cover the transaction. Each transfer costs $5. For more information about our Overdraft options, please visit a PlainsCapital branch near you. Please note that, beginning on August 15, the $5 fee for overdraft protection transfer service will be charged on the day the transfer is performed, rather than when the statement cycle ends. ATM Refunds Qualifying PlainsCapital Bank personal checking accounts still include refunds of other bank s ATM fees, and we have more good news! After the upgrade, refunds will be credited on the same day as the withdrawal. Additionally, refunds of other bank s ATM fees will no longer require a $100 minimum withdrawal. Check out the chart to the right to see how many ATM fee refunds are included with each account type. ACCOUNT Premier Checking Golden Checking, Preferred Checking, Select Checking, and Select Checking at Work ATM FEE REFUNDS Unlimited 5 per statement cycle 8
Statements Your first account statement after August 15 will feature a brand new look and feel as shown in the image to the right. You ll notice these enhanced features: Relationship summary of all accounts Detailed transaction information Easy-to-read account sections Categorized account details Easy-to-locate contact information Convenient check images New color messaging Checking and Savings Statements When we migrate to our new banking system on August 12, all checking, savings, and money market accounts will generate a special account statement regardless of your normal statement cycle dates. At this time, interest will be paid (if applicable) on your accounts and service charges will be waived. Your next account statement will be sent on your normal statement cycle date. If applicable, interest which has accrued since the special statement will be paid and any service charges will be assessed. CD and IRA Statements CD and IRA statements will follow their normal statement processing and delivery timeframes. You will not receive a special account statement for CDs or IRAs. IRA Fair Market Value Statements will be mailed at year-end. Online Statements (estatements) After the upgrade, Online Banking users will continue to have convenient access to up to seven years of past statements in Online Banking. After completing the first-time login process in Online Banking, please take a moment to review your online statements to ensure they were migrated correctly. Not enrolled? If you re an Online Banking user, just log in after the upgrade and click on Online Documents under the Accounts menu to enroll in online statements. You ll enjoy fast, secure access to your account statements while reducing paper recordkeeping. 9
Frequently Asked Questions What is Upgrade 2.MO? Upgrade 2.MO represents a complete, top-to-bottom enhancement of all our delivery channel solutions including Online Banking, Bill Pay, Mobile Banking, and Voice Banking as well as total modernization of our behind-thescenes banking systems and processes. Why is PlainsCapital Bank upgrading? We are committed to providing you with the very best banking solutions available. With this upgrade, our goal is to deliver a more powerful and versatile banking platform that integrates the latest technological advancements with our existing portfolio of products and services to provide you with greater security, added convenience, and new features. This upgrade also positions us to be able to offer you exciting new banking solutions in the future. When will the systems be down? During the upgrade, Online Banking, Mobile Banking, and Voice Banking will be in view-only mode from 6 p.m. Central time on Friday, August 12 through 8 a.m. Central time on Monday, August 15. Bill Pay will be in view-only mode from 3 p.m. Central time on Friday, August 12 through 8 a.m. Central time on Monday, August 15. Will branches be closed? PlainsCapital Bank branches will be open with normal business hours and accepting transactions on Saturday, August 13. All branches, including the Lubbock South Plains Mall branch located at 6002 Slide Rd., Suite B-21, will be closed on Sunday, August 14. How does this affect me? After the upgrade, Online Banking users will need to verify their identity and create a new password for security purposes. Bill Pay users will need to reestablish ebills, Person-to-Person payments, and external transfers. Mobile Banking users will need to delete our old app and download our new one on or after August 15. All customers will notice a brand new look and feel to their monthly account statements. Will my Debit Card still work? Yes! You can continue to use your debit card as usual before, during, and after the upgrade. Please note that between the hours of 3 a.m. and 5 a.m. Central time on August 15, you may experience transaction denials as the system is upgraded. After that time, your debit card should work normally. Who can I call for help? If you have any questions about the upgrade, just call customer service at 866.762.8392. We're available to assist you with extended hours of operation from 7 a.m. to 8 p.m. Central time from August 15 through August 26. In addition, you can call us for dedicated Online Banking support from 7 a.m. to 10 p.m. Central time from August 15 through August 26. 10
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