Questions? and Answers!

Here’s what you need to know about the upcoming new technology.

GENERAL INFORMATION & HOURS OF OPERATION

What is changing with this digital upgrade?

• Most notably, the credit union’s online and mobile banking experience is being upgraded. The credit union is also updating its website and giving all member statements, both paper and e-statements, a brand-new look. All these changes are being made to fully enhance your experience, grant you greater access to control your financial journey, and provide you with more intuitive and digitally robust services to manage your finances.

How does this benefit me? 

• We are upgrading with your best interest in mind! These changes will help keep us ahead of the digital curve and continue to bring you innovative products and services. As a result of this digital upgrade, you will have:
  • A convenient, streamlined banking experience through the new online and mobile channels
  • Emerging technology
  • Customizable online and mobile banking experience
  • Credit Score monitoring and education
  • Both debit and credit card transactions and history under ONE app
  • More intuitive Remote Deposit Capture capabilities
  • Separate mortgage, HELOC, and regular statements

What do I need to do?

• We have been working hard over the past year and a half to ensure a smooth transition for you. No action is required on your part, but we do ask you to be aware of upcoming closure dates and periods of brief downtime so we can facilitate this upgrade.

Is my account number changing?

• No. Your account number will remain the same.

Is my personal and financial information safe and secure?

• Yes. The safekeeping of member account and personal information is the credit union’s top priority. Your personal data and account information will remain safe and secure throughout the entire technology upgrade process. REMINDER: US Community Credit Union will never call and ask you to provide us with your account number, social security number, debit card number, and usernames or passwords. If you receive a call from someone claiming to be US asking for this information, hang up the phone and call US immediately at (615) 256-8712.

Will branch hours be impacted by this robust digital upgrade?

• Yes. All USCCU branches, to include lobbies, drive-thrus, and the call center will be closed June 1-June 3. Normal operations will resume at 8:30am on June 4th.

ONLINE & MOBILE BANKING INFORMATION

Will I be able to access online and mobile banking during the upgrade timeframe?

• No. Online and mobile banking will be unavailable beginning at 4pm on May 31st, and access will not be restored until June 4th.

Is my username and password for online and mobile banking staying the same?

• Yes and no. Your username will remain the same, however you will be prompted to set a new password the first time you access the new online or mobile banking platform once access is restored.

Will I lose my account/transaction history?

• No. You will be able to see 12 months of transaction history once access to online and mobile banking is restored on June 4.

Once access is restored to the app and online banking platform, what do I need to do?

• If your phone settings are set to automatically update apps then the app update will go through without you having to do anything at all. When you login in on June 4th, you will notice the USCCU icon will look different – it will no longer be the color logo on a white background, but instead will have a purple background (see example below). If your icon reflects the purple background, you have successfully upgraded to the new app. When you login, you will use your same username (unless you are a joint member) and will be prompted to create a new password, as well as provide either your date of birth or zip code for final authorization and security.
  
  If your phone settings are not set to automatically update, when you click on the USCCU app, you will be prompted to allow your phone to complete the upgrade. Please select yes to allow this to happen. Once the update is completed, you will then be taken through the process to update your login credentials as well.

Old App Icon

New App Icon

• If you access your account through Online Banking on the credit union website, you will be able to use your current login username and will be prompted to change your password. You will also be required to provide either your date of birth or zip code for final authorization and security.

I am joint on a family members account and we share login information to access our account online and in the app. Is that staying the same?

• No. If you are joint on an account, you will need to create your own username and password when you to go login for the very first time after access is restored. You will be prompted to do so at login. Please follow the prompts. You will also be required to provide your social security number and account number at the time of registration, in addition to either your date of birth or zip code for final authorization and security. Once you log in, you will automatically be able to see all accounts and information for those you are joint on.

I just joined the credit union and want to register for online and mobile banking. Is there any restriction to this due to the downtime for the technology upgrade?

• It depends on when you joined US. Registration for online and mobile banking will not be available after 1pm on May 25th. All new members can register for online and mobile banking on June 4th.

LOAN PAYMENTS & DIRECT DEPOSITS

Will I be able to access online Bill Pay or conduct External Account Transfers during the scheduled downtime?

• No. Access to Bill Pay and External Account Transfers will be temporarily unavailable beginning on May 24th, with access being restored on June 4th. Prescheduled payments will still process during this time, but you will not be able to add, delete, or modify payments or payees.

I have direct deposit setup – will this still work during the closure period?

• Yes. Any automatic/direct deposits or withdrawals will continue to work as usual, even during the closure but will not be processed into or out of your account until operations resume on June 4th.

I have a loan payment (car, credit card, mortgage, HELOC) scheduled to be deducted from my account and applied towards my loan on June 1st. Will this still process?

• Yes, all scheduled payments will still process as normal. However, you will not be able to see these payments reflected towards your loan or in your account until normal operations resume on June 4th.

I have a personal line of credit and/or a HELOC at the credit union. Can I access/make a draw during the downtime for the technology upgrade?

• No. You will not be able to make draws or access your personal lines of credit during our downtime on June 1, June 2, or June 3. When operations resume on June 4, you will then be able to make your draw or access your line of credit. We encourage all members to make advances prior to the start of the downtime on June 1.

Because I cannot see my account or transaction history from May 31st until June 4th, will I get a fee if my account goes negative?

• We will evaluate member situations and scenarios on a case-by-case basis. We recommend tracking your balances and transactions during this time period to ensure you don’t have any negative balances.

Will my checks still work?

• Yes. Because your account number and our routing number are not changing, you can continue to write and use your checks as you normally do.

OTHER SERVICES (STATEMENTS, CREDIT CARDS, SHARED BRANCHING & MORE)

I frequently use the 24-hour telephone teller. Will I temporarily lose access to this during the upgrade?

• Yes. Access to our USCCU 24-hour telephone teller will be temporarily unavailable beginning on May 31st, with access resuming again on June 4th. You will also be required to change your password and pin information the first time to use it after June 4th.

If I make a night drop deposit between 5/31 and 6/4, will it still process?

• Yes. All night drop deposits will be processed when normal operations resume on June 4th.

I think I might need cash from an ATM during the closure period. Will I still be able to use the ATMs?

• Yes, you can still use the ATMs, but we are encouraging all members to get your cash withdrawals before May 31st since you will be unable to view your current balance after 4pm May 31st.

Will my debit card still work during the upgrade timeframe?

• Yes, you can still use your debit cards, but we remind you to use your debit card with caution since you will be unable to view your current balance in online or mobile banking after 4pm on 5/31.

I am a credit card holder with USCCU. Will I still be able to access the USCCU Credit App?

• No. Beginning at 4pm on 5/31, you will no longer have access to the USCCU Credit App. A huge enhancement with this technology upgrade is that all account information, to include your full credit card profile, will now be available under the regular, newly upgraded USCCU App, meaning there is no longer any need for the USCCU Credit App (app icon below). Once access is restored on June 4th to the regular app, you will be able to see your credit card transactions, make disputes, freeze or lock your card, make payments, and much more. However, you will be required to setup any previously set alerts and controls.

Old USCCU Credit App Icon

(this app no longer needed)

What if I want to access my CURewards – am I still able to that during the upgrade timeframe?

• No. Access to CURewards for our credit card holders will be temporarily unavailable June 1st through June 3rd with access restored on June 4th.

Will my statement look different?

• Yes!! We are very excited about this portion of our upgrade. Both physical and digital statements are getting completely overhauled with a new look and more in-depth information to help you have better control over your finances. This upgrade will also allow you to have access to and receive notices and tax statements. Please visit the benefits section above to see a sample of the new statement.

Will there be a delay in receiving my statement because of this upgrade?

• No. June statements will arrive within the normal delivery timeframe. In addition, all members will also be receiving a mailed paper statement reflecting your May transaction history and balance in early June. Once access to online and mobile banking is restored, all members will have access to 3 months of statement history in your digital profile.

What about my earned/expected quarterly dividends? Will I still receive those?

• Absolutely. All accrued dividends will be posted at the end of May and will be reflected on your May month-end statement. Once again, this is the statement that is being mailed directly to you. If your account typically earns quarterly dividends you will receive dividends at the end of June as well.

I use Zelle®. Is this being impacted?

• Yes. All Zelle users will be impacted by this significant technology enhancement project. Access to Zelle will be temporarily unavailable beginning on May 24th and will not be restored until June 18th. Once access to Zelle is restored, all users will have to go back in and re-add their history and contacts.

I use Shared Branching. Will that be impacted during this downtime?

• Yes. Credit Union members who utilize Shared Branching will be unable to do so at US Community Credit Union locations from 5/31 until normal operations resume on June 4th. In addition, US Community Credit Union accounts will not be accessible at Shared Branch locations during our downtime as well.

RESOURCES

What do I do if I have questions?

• Please be on the lookout for continued communications from US surrounding this technology upgrade. While we may be closed June 1st through June 3rd, reopening at 8:30am on June 4th, we do encourage you to contact US before our upgrade closure timeframe with any questions. You can also visit www.usccu.org/tech for more in-depth information, or text the word TECH to (615) 256-8712.

Watch the New Technology Announcement Video from our CEO Here