THE SWITCH FREQUENTLY ASKED QUESTIONS

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1 THE SWITCH FREQUENTLY ASKED QUESTIONS

2 TABLE OF CONTENTS Online Banking and Bill Pay 2 Mobile Banking... 3 Phone Banking 4 Plastic Cards CUO Debit and Credit Cards. 4 Statements and Notices.. 5 Direct Deposit, Deductions and Automatic Payments 5 Deposit Accounts. 6 Loans... 6 Misc P age

3 Frequently Asked Questions ONLINE BANKING AND BILL PAY Will I need to re-enroll in Online Banking? Yes, all members will have to re-enroll. You will need the following: CUO member number Social security number Date of birth Will Online Banking look different? Yes, you will see some enhancements and new features. To provide you with more convenience, you will see all accounts where you are the primary or joint owner. How do I access the upgraded Online Banking service? The online banking location will remain the same on the website. You will continue to visit and go to the upper left corner. However, the first time you click this link it will provide you with prompts to re-enroll. Reminder, you will need your member number and social security number in order to re-enroll. Will I still receive the alerts I have set up in Online Banking? No, you will need to set these alerts back up in Online Banking. The alerts you currently have will not carry over. Will scheduled transfers that I have set up in Online Banking carry over? Any scheduled transfer set up to transfer to a CUO account will carry over into the new system. Any scheduled transfer set up to go to a third party will need to be re-established. You can set these back up by re-enrolling in Online Banking December 3, or after. Will account history be accessible in Online Banking after the upgrade? Yes, account history will carry over from the old system. Will my estatements be available after the upgrade? Yes, your prior e-statements will be available from May P age

4 Will there be any changes to Bill Pay after the upgrade? We are using the same Bill Pay program. However, the layout may look different in our new online banking system. What if I have scheduled bills to be paid during the technology upgrade? There will be no delays in scheduled bills. However, you won t be able to schedule any new payments the last week of November - December 3. Will my pending payments still be set up in Bill Pay? Yes, your payments will transfer to the new online banking system on Monday, December 3. It is important that you make note and go into the new system to verify everything transferred accordingly. Will I need to setup my payees again in Bill Pay? No, this information will transfer over. Will my Bill Pay history transfer over to the new system? Yes. MOBILE BANKING When can I access Mobile Banking? Mobile banking will be unavailable from Friday, November 30 at 5PM through Monday, December 3 at 10AM. Will I need to update my Mobile Banking app? Yes. When you visit the mobile app, it will redirect you to the new application where you will need to re-enroll. You will need the following: CUO member number Social security number Date of birth Are there any changes to Mobile Banking? Yes, we are excited to introduce a more innovative app that will provide easier access and capabilities. Plastic card freeze capabilities Sign in with fingerprint or facial recognition 3 P age

5 PHONE BANKING How do I access the upgraded Phone Banking system? You will still call From there you will be prompted to re-enroll. You will need your member number and social security number in order to re-enroll. Will account history be accessible in Phone Banking after the Upgrade? Yes, account history will be available. PLASTIC CARDS CUO DEBIT AND CREDIT CARDS Will I be able to use my CUO Debit and Credit Card? Members will have limited access to their accounts during the weekend of December 1 December 2. It s important for members to plan accordingly. All CUO debit and credit cards will have limited access for purchases and withdrawals. Check your balance prior to 5PM on Friday, November 30. Also, use signature based transactions. This will provide you with more convenience when making purchases. Will my ATM or Debit Card number and PIN change? No, your current Credit Union of Ohio ATM or Debit Card number and PIN will remain the same. 4 P age

6 STATEMENTS AND NOTICES Will my account statements change? The look of online and paper statements will change to a more user friendly format. Will I be able to see check images through Online Banking? Yes, you will still be able to view check images. However, the look will be different. DIRECT DEPOSIT, DEDUCTIONS AND AUTOMATIC PAYMENTS Will any part of my direct deposits or payroll deductions change? No, you will see no change in your direct deposits or payroll deductions. Everything should still come into the same accounts and distribute to the accounts requested. However, we encourage our members to completely review their accounts after the technology upgrade to ensure account accuracy. Direct deposits and dividend postings will be posted prior to the upgrade weekend. Dividends that would normally be posted on December 1 will be posted on November 30 after the close of business. Will my automatic transfers change? Any automatic payments that are setup to a CUO product will transfer over into the new system. 5 P age

7 CUO DEPOSIT ACCOUNTS Will I have to order new checks? No, you will not need to order new checks. The account number on your checks will remain the same after the upgrade. Will Credit Union of Ohio s routing number change? No, the routing and transit number will not change. Credit Union of Ohio s routing number is Will I be able to check my balance during the technology upgrade at an ATM, through online banking, phone banking, or mobile banking? No, balance inquiries will not work from Friday, November 30 at 5PM - Monday, December 3 at 10AM. When will night deposits be processed the weekend of the upgrade? You may make deposits in the lobby until 5PM on Friday, November 30. Night deposits received at our branches after 5PM on November 30, will be processed on Monday, December 3. CUO LOANS Will my automatic payment to my CUO loan continue as scheduled? Yes, after the upgrade your payment will continue to automatically transfer to any CUO loan from your savings or checking account as requested unless you cancel or change the transfer request. Will I be able to complete an online loan application during the upgrade? No, the online loan application will be unavailable from Friday, November 30 at 5PM - Monday, December 3 at 10AM. 6 P age

8 CUO CERTIFICATE ACCOUNTS Will there be any changes with my Certificates? Members who have a certificate with CUO will see their dividends compounded monthly for October, November and December instead of quarterly. Members will receive monthly statements showing dividends. Certificates will change back to quarterly dividend earnings in January BRANCHES AND ATMS Will I be able to visit any CUO branch or Shared Branching locations? No, members will not be able to visit a Shared Branching location and our branches will be closed on Saturday, December 1. Will I be able to use ATMs? Yes, you can still make withdrawals from a CUO or any other ATM. MISC Reminder about bookmarked sites On December 3, be sure to update your bookmarked sites with our new online banking website. Will transactions in the branches change after the upgrade? We will still have internal security protocols in place to ensure authorized access to your account(s). However, our new system will streamline all processes to make for a better member experience. 7 P age