Banking System Conversion Guide for former United Ukrainian Credit Union Members

Transcription

1 Banking System Conversion Guide for former United Ukrainian Credit Union Members CONVERSION PERIOD: JUNE 29 JULY 1, 2013 Call Centre Toll Free Canada & USA За україномовною версією зверніться до УКС Head Office 145 Evans Ave., Suite 300 Toronto, Ontario M8Z 5X8 Call Centre Internet Page 1 of 21

2 UNITED UKRAINIAN S CONVERSION TO ACUMEN UCU S BANKING SYSTEM Dear Member, Between Saturday, June 29, 2013 and Monday, July 1, 2013, our branches will be closed as we convert the former United Ukrainian Credit Union (UUCU) members to Acumen, the state-of-the art banking system used by Ukrainian Credit Union Limited. Our banking system is the engine of your credit union. During the Conversion Period, we will be integrating all your financial vehicles: internet banking, ATM, and telephone banking channels to ensure that the transition is seamless and to your level of satisfaction. This booklet is your guide to the coming changes and how this process will impact your financial and banking needs. It is important that you review the enclosed Calendar of Important Dates as this will provide you with a chronological list of events that will assist you during this process. For a summary of improvements and changes to your products and services, please see page 18. During this Conversion Period if at any point in time you have a question we would strongly encourage you to either contact the CALL CENTER where a qualified specialist will assist you with a quick resolution or simply the Call Center at ucuconversion@ukrainiancu.com, if this is more convenient. There will also be updated information posted on our website If, as a United Ukrainian Credit Union member, you also have an account at UCU, you will recognize this conversion process because it will be similar to the conversion process we conducted in the winter of CONTENTS CALENDAR OF IMPORTANT DATES... 3 CONVERSION PERIOD SERVICE HOURS... 4 INFORMATION NEEDED BY UCU (Hamilton) BEFORE CONVERSION... 5 NEW GROUPING OF ACCOUNTS BY MEMBER... 6 SUB-ACCOUNTS IN THE NEW ACUMEN BANKING SYSTEM... 8 CHEQUES: No Change... 9 CPP & OAS DIRECT DEPOSITS: No Change... 9 BILL PAYMENTS, DIRECT DEBITS OR CREDITS: No Change... 9 SAFE DEPOSIT BOXES: New Process... 9 UUCU MASTERCARD : No Change... 9 INTERAC ATM & DIRECT PAYMENT (Point-Of-Sale) UNITED UKRAINIAN WEBSITE & INTERNET BANKING DURING CONVERSION UCU ATM FUNCTIONALITY U-TOUCH AUTOMATED TELEPHONE BANKING: LINES OF CREDIT & MERITLINES SUMMARY OF CHANGES TO PRODUCTS AND SERVICES WHAT IF A MISTAKE OCCURS? NEW PRODUCTS THAT WILL BECOME AVAILABLE TO YOU CONVERSION PERIOD QUICK REFERENCE Page 2 of 21

3 CALENDAR OF IMPORTANT DATES Date Item Member Action Checklist June 28, 2013 Branch Hours: Last day branch is open before To be safe, take out extra cash in advance of the Canada Day long weekend. conversion. The Branch reopens Update passbooks by June 29, July 2, For a list of available services after Retain a print-out of all your available June 29 th, see the box immediately balances in advance of the Conversion below. Period. All pre-authorized debits and credits will be processed ensure your accounts are adequately funded. June 29 until July 1, 2013 July 2, 2013 July 15, 2013 August 15, 2013 Services Available: Debit Cards: for purchases and ATM deposits or withdrawals. UCU ATMs will be working. UCU MasterCard Cheques Call Centre for inquiries only: June 29, am 3 pm June 30, pm-5pm July 1, pm-5pm Website: for news updates & transaction history only Services NOT Available: Branches: CLOSED on Sunday, June 30 and Monday, July 1 Internet and Automated Telephone banking transactions: Not available Transfers on UCU ATMs will not be available ALL SERVICES AVAILABLE BRANCH OPENS AT 9:00 AM CALL CENTRE is open 9 AM 7 PM June 2013 full statements issued for all accounts. July 2013 full statements issued for all accounts under new Acumen banking system. To make purchases, use your debit card or credit card. IMPORTANT NOTE ON DEBIT CARDS: YOUR CURRENT UUCU DEBIT CARD WILL WORK UNTIL MONDAY, JULY 1, 9:00 PM. AFTER THIS, PLEASE USE THE NEW UCU DEBIT CARD YOU RECEIVED IN THE MAIL TO MAKE PURCHASES OR TAKE OUT CASH FROM ATMS. Pay using your existing cheques. Refer to your pre-conversion updated statements or passbook for available funds. For assistance, call the UCU Call Centre at or or ucuconversion@ukrainiancu.com. Check your account balances. Sign in and reset your Internet & Telephone banking passwords. Retain your June 30 statement until at least September Carefully review your statement; report any discrepancies to UCU within 30 days of statement receipt. Carefully review & compare your statement with the June 2013 statement; report any discrepancies to UCU within 30 days of statement receipt. Page 3 of 21

4 CONVERSION PERIOD SERVICE HOURS Branches Closed Call Centre Open for Extended Hours The consolidation of member data from one system to another is a huge undertaking and it will be necessary to limit services for two consecutive days to complete all required testing. The last day that you will be able to get in-branch counter service in Hamilton will be: Friday June 28, Please plan ahead. If you foresee any difficulties with bill payments, EFT s, etc., please contact your Branch so that the appropriate plan of action can be put into place. This should be done prior to Friday June 28, BRANCHES: The Branch will be closed on Sunday, June 30 and Monday, July 1 to allow for the conversion. We refer to these two days as our Conversion Period. The Branch will re-open at its regular time on Tuesday July 2, ACCOUNT ACCESS: Despite the branch being closed, you still will be able to access your funds through an ATM or by Interac Direct Payment (Point-Of-Sale). You can also write cheques using your existing stock, use your UUCU MasterCard, and for most of the Conversion Period, obtain updates from credit union websites on the state of the conversion. CALL CENTRE: The Call Centre exists to answer any questions or concerns you may have about your account. CALL CENTRE CONTACT INFORMATION or During the Conversion Period, they will be extending their hours: CALL CENTRE EXTENDED HOURS Saturday, June 29 9 am to 3 pm Sunday, June pm to 5 pm Monday, July 1 12 pm to 5 pm July 2, 3 and 4 9 am to 7 pm During the Conversion Period itself, since U-Touch Automated Telephone Banking will not be operational, only live operator service will be available. Call Centre staff will be able to answer your questions and assist you with urgent requests (e.g. debit card issues and in some cases, limited emergency cash). However, they will not be able to perform transactions on your accounts. Page 4 of 21

5 INFORMATION NEEDED BY UCU (Hamilton) BEFORE CONVERSION It is essential that we have correct and accurate information on file at all times. Prior to the Conversion Period, take a moment to ensure that the Branch has the correct following information for you: Social Insurance Number Please contact your Branch or the Call Centre with your SIN number if you have not provided it to us previously. If you do not have a SIN number, please let your Branch or the Call Centre know as soon as possible. Full Street Address with Postal Code It is important that we have your current address. If you have moved recently, please (CallCentre@ukrainiancu.com) or fax ( ) the Call Centre with your new address. If you do not have access to or fax, please visit your Branch before the Conversion Period. Home Telephone Number The home telephone number we have on file is used in conjunction with your SIN and address to verify the correct conversion of your accounts to Acumen. We also encourage you to provide us with your business and mobile phone numbers, so that we could reach you when you are not home. In order for us to be able to contact you with important information during conversion, this information needs to be current. Confidential Your provides a quick means of our contacting you in the event of a problem or to communicate credit union information to you in the future. We encourage you to provide an address for this reason. Page 5 of 21

6 NEW GROUPING OF ACCOUNTS BY MEMBER Under the Acumen banking system, you the Member, is at the centre of the system, not your account number(s). That s why Acumen groups all of your accounts together under your name. This way, UCU will serve you better when you come into a Branch or contact the Call Centre - our staff can identify your total business relationship with UCU. This change will not affect how your passbooks are updated, or how you will receive statements. They will continue to be issued on the basis of one passbook or statement per account. As this was the way things were done under the old banking system, it will make it easier for you to understand and compare old and new passbook and statements with each other. The grouping of accounts by member will change how internet or telephone banking users view their accounts. Internet users will now have access to ALL of their accounts with a single login name, typically the internet alias associated with the oldest account they own. When you sign on with this one login username, all of your accounts should be displayed and available to process transactions. Similarly, telephone banking users will access all of their accounts with a single telephone login. In Acumen, your account number may be referred to as a Membership Number, Account Number, or Portfolio Number, depending on the context. To keep things simple, when our Staff speaks with you, we will simply refer to your account number and take it from there. REMEMBER Membership Number = Account Number = Portfolio Number One Internet or Telephone Banking Sign-on Name Treatment of Children s Trust Accounts Members who have children s trust accounts will also see small changes specific to these accounts. Children s trust accounts will typically not be combined or grouped with the Trustee s other accounts. Also, rather than seeing the Child s name under the ownership of the account, you will see that the Child s name appears in the account description in the following way: Trustee Name 4 Child Name Lastly, any interest reporting slips (T5s) will be issued in the name of the Trustee only. This conforms to the income tax rules and regulations governing the ownership and tax reporting for this type of account. Page 6 of 21

7 NEW ACCOUNT NUMBERING SYSTEM Your new account number in the Acumen banking system will be the first 6 digits of your existing account number prefixed with the number 11. Although this is not ideal, it was necessary that all account numbers change in conversion. Rather than assign a whole new number, this method allows you to maintain the account number you are familiar with. When you are speaking with our Staff, you will not have to remember this new numbering system. You may refer to your account number as you know it now, and we will take it from there. However, please note that any pre-authorized payments in the future should use the new number. EXAMPLE OF THE NEW NUMBER SYSTEM: If your current account number is Your new Acumen membership/account number will be If you currently have more than one account, each one of your accounts will be converted to an 8 digit Acumen membership/account number, and when grouped, will appear typically in ascending order from lowest to highest. For example: If your current account numbers are Your new Acumen membership/account numbers will be For ease of reference, think of your new membership/account number and your old account number as interchangeable references despite the difference of two digits added to the beginning. All the sub-accounts like savings, chequing, term deposit, line of credit, mortgage etc. that come under your current account number, will be transferred over to the new banking system under your new corresponding Acumen membership number. Each of your sub-accounts will continue to have a descriptive name, followed by a new three digit product number that will be familiar to you. To Summarize: Each account you currently have, with all of its related sub-accounts, will be transferred over one-for-one to Acumen. Page 7 of 21

8 SUB-ACCOUNTS IN THE NEW ACUMEN BANKING SYSTEM As Compared with the Current System Currently, when you see your account number in print, it s followed by an extension or a sub-account. For example, XX. This extension (.XX) exists because this identifies the account type. For example, a chequing account type is identified with a 1, 2, or 3 at the end of your 6-digit account number. In the new Acumen banking system, sub-accounts are identified by a combination of account number, subaccount name and a new three-digit numerical suffix. For example: If your current UUCU sub-account is: Your corresponding sub-account in the new Acumen banking system will appear as follows: Chequing Chequing 101 Or numerically as Premium Savings Premium Savings 204 Or numerically as Res Mortgage Residential Mortgage 601 Or numerically as Variable RRSP Variable Rate RSP 401 Contract #123456* Or numerically as *in the case of registered plans, the plan number is also included in statements & on the Internet For ease of reference, you will note in the above table, that the 3 digit suffix in Acumen typically starts or ends with the same digit as your current UUCU sub-account suffix. On statements, you will typically see the account description and the numerical account number. When on-line or on U-Touch phone banking, you will see or hear only the description of the account, such as personal chequing or premium savings. For a full account concordance table, please go to or visit a Branch to view or obtain one. Personalizing Your Account Names In Acumen, you can change the account names to something that is more meaningful to you. For example, if you are setting aside money for a vacation, you can rename that savings account to Vacation Account. Or, rename the chequing account which you use to pay utilities and upkeep of your home to House Expenses. You can even have multiple savings accounts or chequing accounts if this helps you manage your finances. Page 8 of 21

9 PASSBOOKS: New One Needed If you have a passbook account, you will be provided with a new passbook the first time that you update the passbook after conversion. CHEQUES: No Change Continue using your existing supply of UUCU cheques. Any cheques that you have written that are dated post conversion (i.e. July 1, 2013 or later) will be processed as usual. There will be no interruption to your service. CPP & OAS DIRECT DEPOSITS: No Change If your pension or Old Age Security is coming in by Direct Deposit, it will continue to do so without requiring you to take any additional steps. BILL PAYMENTS, DIRECT DEBITS OR CREDITS: No Change If you pay your utility, municipal tax and other bills by Direct Debit, there is no action required on your part. The same applies to other automated payments coming out of your account (debits) or coming into your account (credits). There is nothing you need to do to allow such automated payments to continue. Please see page 11 and 14 for additional information on bill payments and other transactions that are not automated, but which you perform using Internet and U-Touch telephone banking. SAFE DEPOSIT BOXES: New Process If your Safe Deposit Box fee was taken from your account on a monthly basis, after conversion, the fee will be taken out on an annual basis on December 31. Your box rental fee will be changed to reflect UCU s fee schedule. Please contact a representative at your branch for more information or call the Call Centre at or UUCU MASTERCARD : No Change You may continue using your existing Credit Union MASTERCARD. Page 9 of 21

10 INTERAC ATM & DIRECT PAYMENT (Point-Of-Sale) Your Debit Card and PIN DEBIT CARD AND PIN UUCU debit cards issued before June 29, 2013 will continue to work using your existing Personal Identification Number (PIN) only up to JULY 1 AT 9:00 PM. After 9:00 PM July 1, all card holders must start using their new Ukrainian Credit Union debit card with a new PIN. All active cardholders will receive this new debit card and PIN by mail before June 29, 2013 to ensure uninterrupted service. This new card replaces the existing UUCU debit card prior to the Conversion Period, and will be active on July 1 at 9:00 PM. If you are an active debit card user and have not received your new debit card or PIN by June 29, please contact your branch or the Call Centre. DAILY CASH LIMITS During the Conversion Period, daily card cash limits will be restricted to $500 per day on ATM cash withdrawals, and $500 per day for Interac Direct Payment (Point-Of-Sale). Do not forget that the POS transaction limit of $500 includes your purchase plus any cash-back. After conversion, your daily cash limits will change. The new daily cash limits are $500 per day on ATM cash withdrawals, and $750 per day for Interac Direct Payment (Point-of-Sale). CARD TRANSACTIONS All ATM and Interac transactions performed after close of business on June 29, 2013 will be posted to your account on July 1, UCU ATMs UCU ATM s (including Hamilton s ATM) will be available for cash withdrawals and deposits (subject to holds), but not for any other transactions such as transfers or loan payments. You can also make surcharge-free deposits and cash withdrawals at any Exchange Network ATM. Visit for the closest location near you. REMEMBER If you encounter any difficulties with your card during the Conversion Period, please contact the Call Centre at or Call Centre Hours of Operation are: June 29-9 am to 3 pm June pm to 5 pm July 1 12 pm to 5pm July 2, 3, and 4-9 am to 7 pm As a precaution, you are urged to withdraw some extra money before the Conversion Period (June 29 July 2, 2013) so you have the comfort you need, and avoid running short of cash. Page 10 of 21

11 UNITED UKRAINIAN WEBSITE & INTERNET BANKING DURING CONVERSION UUCU INTERNET BANKING & WEBSITE DURING CONVERSION See News Updates, or View & Print Transaction Histories Only The United Ukrainian website will remain operational during the Conversion Period to provide you with up-dates on the Conversion and any important news that Members need to know. As a website viewer you may have already observed that you are currently redirected to certain sections of the UCU website. After the Conversion, you will have view-only access to United Ukrainian online banking. This will enable you to view historical data, as your account history will not appear on your new on-line access. The view only access will be available for a period of several months. Your new on-line internet banking website will be UUCU INTERNET BANKING & WEBSITE AFTER CONVERSION New Internet Banking & Website The look and functionality of your credit union s homepage & Internet Banking will be different after the Conversion Period. The change-over will occur by 1:00 am on July 2. Therefore, on the morning of Tuesday, July 2, most members will be able to login to the new Internet Banking channel and resume performing on-line transactions. There is an additional security feature, called increased authentication, you will be required to complete when you first log into the new UCU Internet Banking site. This is another level of security to ensure that you, and only you, can access your account online. You ll pick an image and phrase that you'll recognize when you log in. You ll pick from a list of security questions and provide answers that are unique to you. Next time you log in from your registered computer, you will see your image and phrase. If you don't, you'll know it's not a legitimate UCU Online Banking site, and you should not proceed with your login. If you log in from a computer that isn't registered, we'll ask one of the questions so we know it's really you. Please contact the Call Centre if you have any problems logging into Internet Banking after conversion. The new UCU Internet Banking site is as follows: View Pre-Conversion Transaction History on Old System For account transaction history prior to July 2, you will need to use the old United Ukrainian internet banking site. There, you will be able to view and print your transaction histories. The new site, ukrainiancu.com, will provide you with a link to the old site. Don t forget you will not be able to perform any transactions on the old United Ukrainian banking site after Saturday, June 29, Page 11 of 21

12 INTERNET BANKING CHANGES One Sign In for All Your Accounts that have been Grouped Together Refer back for a moment to pages 6 7 of this brochure to refresh how your accounts will be grouped in Acumen. The grouping of accounts means that you will have only one login name for internet banking for that grouping. (Since the grouping of accounts is typically based on your first name, last name, SIN and address, it is possible that you have more than one grouping if all of that information does not match between your accounts.) The best way to understand how the groupings work is to study your account set up once you login for the first time on the new Internet Banking site. Resetting your Password Most Members will be able to sign on to Internet Banking using the same Login name (alias) they used at United Ukrainian. However, your password will be new. This new password will be only temporary, as for security reasons, you will be prompted to change your password the first time on login. Depending on the type of account you have, your temporary password will be one of the following: 1. For Personal accounts, the temporary password is the last 4 digits of your phone number, followed by the last 3 digits of your SIN; 2. For Business and Sole Proprietorship accounts, the temporary password is the first 3 digits of the account number, followed by the last 4 digits of the phone number on file for that account. Please remember that the first 3 digits of your new account number includes the new leading 11. Remember, if you have more than one account, your accounts will be grouped. The internet Alias associated to the lowest (or oldest) account number you have with United Ukrainian will be the new all-in-one login username. Also, internet usernames (aliases) and passwords are case sensitive. Internet Banking for Joint Accounts If you only have a joint account, only the login alias of the person whose name appears first on the account will be converted. The other joint account holder(s) who had their own internet alias will have to obtain a new internet username (alias) and password by calling the Call Centre or visiting a Branch. REMEMBER If you have any difficulties with Internet Banking, please contact the Call Centre after July 2 at or or ucuconversion@ukrainiancu.com. Under Acumen, your Internet Banking password can be different from our telephone banking password or your debit card PIN they are not related. If you get a new password for one of those services, the other passwords will not change. INTERNET BANKING FEATURES The new UCU website will provide you with the following new features: consolidated access to all your sub-accounts post-dated transfers and bill payments send and receive Interac e-transfers search for transactions by name, date and amount download transactions into Quicken and similar programs view images of your paid cheques and statements. We invite you to explore the site to become familiar with its layout and many features, including the financial planning material available. Page 12 of 21

13 UCU ATM FUNCTIONALITY As before, you will be able to use all UCU ATMs as well as all ATMs on affiliated networks after conversion with your new debit card. UCU s ATMs are located at the following Branches: Bloor (at Bloor West and Armadale St. in Toronto) Bloor (at Bloor West and Durie St in Toronto) Etobicoke (East Mall and Dundas St.) Etobicoke (at the St. Demetrius Catholic Church on La Rose) Hamilton (1252 Barton Street East) Mississauga (Burnhamthorpe and Cawthra Rd.) North York (5799 Yonge Street near Finch) St. Catharines (118 Niagara Street) Sudbury (532 Kathleen Street) Windsor (1275 Walker Road) Oakville (300 River Oaks Blvd. East) Oshawa (245 King Street West) Ottawa (271 Bank Street, co-located with the Ottawa Women s Credit Union) Unlike Internet and Automated Telephone banking in which one sign on gives you access to all your accounts, you may have a separate debit card and PIN for each of your accounts. Page 13 of 21

14 U-TOUCH AUTOMATED TELEPHONE BANKING: or (Canada & US) Press 1 Not Available During Conversion Period U-Touch automated telephone banking will not be available from 2 pm on June 29 until about 1 am on Tuesday, July 2. In the event that this service comes up sooner, that information will be posted on the UCU website. One Sign In for All Your Accounts that have been Grouped Together Refer back for a moment to pages 6-7 of this brochure to refresh how in Acumen your accounts will be grouped together under your corresponding membership/account numbers. For a visual of how the groupings work, first visit the new internet banking site and sign in to your account. The grouping of accounts means that you will only have one sign in for automated telephone banking for that grouping. Resetting your Password When you first call telephone banking after Conversion you will be prompted to change your password and will be provided with recorded instructions. When you are asked to enter your account number during the reset procedure, be sure to enter the lowest 8-digit account number you have in your group of accounts. Refer to page 7 for a reminder of what your new 8-digit account number will be. If you have only one membership number, then enter that one. If you only have a joint account, only the person whose name appears first on the account may reset the password by phone. The other joint account holder(s) must obtain a new alias and temporary password from the Call Centre. Your telephone banking password can be different from your internet banking password and the PIN on your UCU debit card. Page 14 of 21

15 U-TOUCH AUTOMATED TELEPHONE BANKING: CALL TREE After you sign in to U-Touch telephone banking and reset your password, you will be asked to enter your new 8-digit account number (eg: ) followed by # (the pound sign) and your new password followed by #. Resetting your Password When you first sign in to U-Touch after Conversion, for security reasons, you will be prompted to change your password. Depending on the type of account, the password is made up as follows: 1. For Personal accounts, the temporary password is the last 4 digits of your phone number followed by the last 3 digits of your SIN; 3. For Business and Sole Proprietorship accounts the temporary password is the first 3 digits of the account number followed by the last 4 digits of your phone number. Please remember that the first 3 digits of your account number includes the new leading 11. Please note if you have multiple accounts under your name, a) in U-Touch only one sign in is required and all other accounts are updated. b) the number you enter when prompted to enter an account number should be the lowest one of all the accounts under your name c) you will prompted at different points of the call tree to select from one of the multiple accounts you want to transact on by phone d) once you sign in, and choose what you want to do, you can BY-PASS listening to the listing of all your accounts just enter the 8 digits of the account you want to deal with and press # To get you started, here are the opening functions of the U-Touch call tree. For Account Balance and Other Information Press 1 For Chequing and Savings Press 1 For Loans or LOC Balances Press 2 For Loan Payment Information Press 3 To Speak to a Member Service Representative Press * For Inquiries on Account Transaction History Press 2 For the last 5 transactions Press 1 For the last 5 deposits Press 2 For the last 5 cheques cleared Press 3 For the last 5 withdrawals Press 4 To Speak to a Member Service Representative Press * For Transfers or Loan Payments Press 3 To transfer between your chequing or savings Press 1 To transfer to another member s account Press 2 To make a line of credit payment Press 3 To transfer from your line of credit account Press 4 To Speak to a Member Service Representative Press * For Bill Payments Press 4 To add or remove a vendor visit your branch To pay a bill from savings or chequing account Press 1 To pay a bill from an LOC Press 2 To speak to a Member Service Representative Press * Once you have identified the sub-account you want within the function you want, you can BY-PASS listening to the listing of all your sub-accounts. Once you become acquainted with the numbers U-Touch generates to correspond to your sub-accounts, just enter the corresponding number for the sub-account you want. Page 15 of 21

16 LINES OF CREDIT & MERITLINES Some Important Changes & New Options Our priority in Conversion is to maintain the level of service to our members. Wherever possible, we have matched product capabilities between the new and old systems. However, where the sophistication of the new system outstrips the old, some existing products have had to be adapted and do not completely mimic the old system functionality. Where there are changes, we will strive to provide the best service and support for Members until they learn more about their new options under the new banking system. PRODUCT OPTIONS UCU offers all types of loans there will be no change in what types of loans you may apply for. In the case of lines of credit and overdraft protection, the new banking system does offer a wider range of products. Our line of credits or overdraft protection can now be linked to a selection of accounts, or left as a stand-alone loan product. LINES OF CREDIT There are significant changes in how a personal or business line of credit or a MeritLine functions in the new banking system. United Ukrainian lines of credit and MeritLines will be moved over to the new system subject to the important changes listed below to make for a more convenient and smoother conversion. If you are satisfied with the changes, you may continue using your line as is. However, if you find the way your line has been converted to be inconvenient, we invite you to contact your Branch after Conversion to discuss the alternatives or other options available to you to meet your needs. We value your business and want you to enjoy financial peace of mind. Automatic Overdraft of Chequing Account Transactions will not change Upon Conversion, your existing personal or business line of credit or MeritLine will continue to function as an automatic overdraft source for your chequing account for the following types of transactions: 1. ATM cash withdrawals 2. Interac Direct Debit Purchases (Point-Of-Sale) and Cash back 3. Cheques 4. Automated pre-authorized direct debits by a third party (e.g. Utilities companies, insurance, other financial institutions) 5. Bill payments Automatic Overdraft of Loan Payments is no longer available Line of credits and MeritLines will no longer cover an obligated line of credit payment. In other words, a line of credit or MeritLine payment will not be covered from that same line. Members must be aware of their line of credit or MeritLine payment amount and date, and ensure that there is a satisfactory deposit balance on their chequing account prior to the payment date. Effective August 1, 2013, you will need to make sure that you have enough money on your chequing account to make your line of credit or MeritLine payment. Your line of credit will not do so by itself. Page 16 of 21

17 Line of Credit & MeritLine Payment Dates will now be on the 1 st of the month Payments on your line of credit or MeritLine will now be always due on the 1 st of every month, rather than the last day of the month. Since you will make a payment on June 30, 2013, the first obligated payment due on the new system will be on August 1, Should you find any revised payment terms listed above onerous, please contact your Branch after conversion to discuss alternative payment arrangements ones that will meet your needs. We will find the right solution for you. Remember: You re Automatically Covered When 1. You withdraw money from an ATM. 2. You make an Interac purchase or request cash back using your debit card. 3. You write a cheque. 4. A pre-authorized automated third-party debit is processed against your account. 5. You make a bill payment. Page 17 of 21

18 Changes to Accounts Features SUMMARY OF CHANGES TO PRODUCTS AND SERVICES Single login for Internet and Telephone Banking New Account numbers New Call Centre to answer all or your questions or concerns see pages 11 and 12 for more details see pages 7 and 8 for more details see page 4 for contact information Changes to Interest Rates Monthly Savings increase from 0 to of 0.10%. US Savings decrease from 0.10% to 0.05%. UCU Prime Rate as of June 1, %, lower by 0.50%* * Your loan rate will not change your effective rate will be maintained in conversion. Changes to Overdraft Services Daylight Overdraft Service no longer available NSF Item Fee increase from $25 to $40 Cut-off time to cover clearing items new 1:00 PM Members will still be notified by phone in the morning when a cheque or pre-authorized payment comes for clearing and there are insufficient funds on an account, however, the member will have only until 1:00 PM the same day to cover the balance. If it is not, the cheque or pre-authorized payment will be returned. Changes to Card Services New Card and PIN see page 10 for more details Debit Card Purchases (Interac POS) increase from $0.25 to $0.45 per purchase Daily Debit Card ATM Withdrawal Limit decrease from $1,000 to $500 Daily Debit Card Purchases (POS) Limit, including cash back decrease from $1,000 to $750 Additional Network Available in the US ACCEL subject to standard POS fee of $0.45 Service charges will be debited from your account once a month, rather than per transaction. The service charges will accumulate over the month, along with any other service charges assessed, and debited from the account on the last day of the month.* Changes to Service Fee Packages Unlimited POS/Interac Preferred Package Seniors Benefits (60 years of age or older) Youth Benefits (for those 5 to 25 years of age) no longer available* new Seniors Plus Package** new Youth Unlimited Package** * Any Members who do not wish to pay full account charges for the use of their account should consult their Branch representative, who can offer product alternatives and other arrangements to satisfy all service needs. ** These packages include free unlimited debit card purchases (POS), free bill payments, and 3 free ATM withdrawals per month, along with other discounts and benefits. For a full list of UCU Service Charges, please consult a Branch Representative or visit us at Changes to Commonly Used Fees* NSF Item Fee increase from $25 to $40 Loan Late Payment Fee new $40 Utility Bill Payment Fee at the counter increase from free to $1 Safety Deposit Boxes consult your Branch American Express Traveller s Cheques no longer available RRSP/RRIF Withdrawals increase from $10 to $25 Business Account Cheque Clearing increase from $0.30 to $0.50 * For a full list of UCU Service Charges, please consult a Branch Representative or visit us on-line at Page 18 of 21

19 Changes to Account Statements Statements for all personal accounts are mailed quarterly, not monthly. The quarterly statement will include all activity for the previous 3 months. Monthly estatements are available through Internet Banking. Statements for all business accounts will continue to be mailed monthly. Statements for joint accounts will be issued in the name of and to the current address of the first member listed on an account, rather than to all joint account holders. Joint account holders will be listed as Joint Associates to the account. For example, if the joint account holders of an account are Mary, John and Peter Smith, the statement will be issued to Mary Smith; John and Peter Smith will be listed as Joint Holders. Changes to Loans* Line of Credit and MeritLine payments due on the 1 st of every month Loan Late Payment Fee new $40 If a line of credit or MeritLine is paid off during the month, enough to satisfy the obligated payment amount coming up in the next month, you will not debited for the obligated payment. The system will advance your next payment to the next month. Line of credits and MeritLines can now be insured for life and disability. UCU offers line of credit Life and Disability Insurance through our service partner, CUMIS. Please consult your Branch Representative for more information. * For a full list of UCU Service Charges, please consult a Branch Representative or visit us on-line at PLEASE TALK TO US Should you find any of these changes listed above unsatisfactory, please consult your Branch Representative after conversion to discuss alternatives ones that will meet your needs. We value your business and your UCU team is prepared to work diligently to maintain the great service you are used to. We will find the right solution for you. Page 19 of 21

20 WHAT IF A MISTAKE OCCURS? Our Joint Goal: Quick Detection & Quick Resolution Our banking system conversion project has followed strict protocols and rigorous testing to ensure that your accounts at United Ukrainian are accurately transferred over to the new banking system. While every effort will be made to avoid errors on your accounts, some errors may nevertheless occur when we move the member accounts from the current UUCU system to the new Acumen banking system, or when Acumen begins processing some of your more complex automated transactions (e.g. payments to and from your line of credit, or loans). Your contribution to detecting errors is to retain and promptly review your June 30, 2013 and July 31, 2013 statements and passbook transactions to see that everything appears to be accurately recorded. If something does not appear correct, please contact the Call Centre or your Branch immediately, and within 30 days from when you received your statements. In this manner, all items can be investigated and rectified within a reasonable time after the Conversion. NEW PRODUCTS THAT WILL BECOME AVAILABLE TO YOU ucublu, ucublu too and ucumobile After Conversion you will have access to additional products offered by Ukrainian Credit Union Limited. These include ucublu High-Interest Virtual Savings accounts, ucublu too No-Fee chequing account, and ucumobile. Short descriptions of these products follow. Virtual Banking High interest savings accounts ucublu Your ucublu high interest savings account pays one of the best rates around for similar virtual high interest savings accounts. ucublu is a virtual account that can only be accessed over the internet, ATMs, debit card or via telephone banking. ucublu too For daily virtual banking needs you can open up a no fee daily transaction account ucublu too. This no fee transactional account is available exclusively on-line, through ATMs, debit cards and by automated telephone to members of UCU. No minimum balance is required. ucublu too features: Free Interac Direct point of sale purchases by debit card Free Bill Payment Free Chequing Free UCU ATM transactions Works with your ucublu high interest savings account Mobile Banking ucumobile Web Banking With the ucumobile service for smart phones (e.g. iphone or BlackBerry ) you can bank from anywhere. Securely access your accounts while you're on the go at (for regular accounts) or (for ucublu). ucumobile Text Banking If you don t have a smartphone, you can still check your balances and recent account activity from anywhere you can get a signal instantly. Just send a quick text message from any text-enabled phone to your account and you'll receive a message back. It's fast and it's easy. Visit our website to sign up. Page 20 of 21

21 CONVERSION PERIOD QUICK REFERENCE 1. Branches closed on Sunday, June 30, 2 013, Mo nday July 1, and re-opening July 2, Internet banking and U-Touch telephone banking will not be available from Saturday afternoon, June 29 t h until about 1:0 0 am Monday, July Your United Ukrainian debit card will STOP WORKING July 1, 2013 around 9:00 pm. You should have received a new UCU debit card and PIN prior to June 30, 2013 via mail to be used starting on July 1, 9:00 PM. 4. You can use your existing cheques. 5. Pre-authorized payments and third-party debits will be processed as usual. 6. Post-dated bill payments set up online through Internet banking will be processed as usual. 7. Automated deposits (credits) to your accounts will be processed as usual (including pensions and payrolls). 8. Your United Ukrainian MasterCard will work. 9. Lines of Credit will not pay themselves. Please have the correct payment amount on your chequing account on the first day of every month, starting August 1, You will be able to access United Ukrainian and UCU web sites for conversion news updates throughout the Conversion Period, though at times, intermittently. 11. You will be able to look up transaction histories on internet banking using your current alias and password, but you will not be able to do transactions until the after the Conversion Period (and you will have to do so from the ukrainiancu.com website). 12. If you need assistance, contact the UCU Call Centre at ucuconversion@ukrainiancu.com or by phone at or toll-free , or by fax at Call Center Extended Hours: June 29, am to 3 pm June 30, pm to 5 pm July 1, pm to 5 pm July 2, 3 and 4, am to 7 pm BE PREPARED! PLEASE DON T WAIT TO THE LAST MINUTE TO: 1. If you have not done so previously, provide us with your Social Insurance Number, current full address and telephone number as soon as possible before Conversion. 2. Update your passbooks and print out your recent internet transactions and balances for your reference during the Conversion Period. 3. Take out some extra cash for the Conversion Period in case your debit card or credit card does not work. PLEASE BE PATI ENT Your UCU Team has been working hard for months to make every effort to achieve a smooth banking system transition. We apologize for any inconvenience or delays and are counting on your understanding, patience and support as we take this momentous step forward together. We value your business and we thank you for your cooperation. Page 21 of 21