Newburyport 93 State Street (Main Office) 68 Storey Avenue Residential Lending Office 81 State Street Beverly 4 Colon Street Gloucester 4 Parker Street Ipswich 2 Depot Square 112 County Road Rockport 16 Main Street 37 King Street Rowley Retail Office and Commercial Lending Center 312 Haverhill Street Salisbury 7 Bridge Road Important Information About the System Conversion and Your Accounts Topsfield 5 Main Street Member FDIC Member DIF Equal Housing Lender
Dear Former Rockport National Bank Customer: As you know, on Friday, August 29 th Rockport National Bank merged with the Institution for Savings. Our Bank now has 11 full service retail banking offices located in Salisbury, Newburyport, Rowley, Ipswich, Topsfield, Beverly, Rockport and Gloucester, with total assets over $2 Billion. The next step is to complete the conversion of core processing systems. This will take place in late October. This booklet has been developed to guide you through some important changes as a result of this conversion. I encourage you to read all of the information carefully as this booklet covers new banking procedures effective immediately and as of October 27 th. To successfully complete this conversion, our Rockport and Beverly Offices will close at 4:00 p.m. on Friday, October 24 th. Our Gloucester Office will remain open until 7:00 p.m. Additionally, our Rockport, Beverly and Gloucester Offices will be closed on Saturday, October 25 th, and re-open on Monday, October 27 th at the usual time of 8:00 a.m. Several banking operations will also be temporarily unavailable during the weeks leading up to and during conversion weekend. A complete description of areas that will be affected can be found in the following pages of this booklet as well as on our website, located at. Our goal is to make this conversion as seamless as possible for you. We thank you in advance for your patience during conversion weekend as well as during the brief transition period that may follow as our employees acclimate to a new system. Please do not hesitate to call Deposit Services at 978-462-3106 if you have any questions. In the meantime, we thank you for your business and look forward to serving your banking needs today and well into the future. Sincerely, Michael J. Jones President & CEO 3
TABLE OF CONTENTS IMPORTANT SYSTEM CONVERSION FACTS AND KEY DATES...6-7 QUESTIONS & ANSWERS ABOUT THE CONVERSION...8-9 HOW THIS CONVERSION WILL AFFECT YOU Personal Banking... 10 Mortgage and Loans... 11 Electronic Statements (E-Statements)... 11 ATM/ VISA Debit Card Users... 12 24-Hour Automated Telephone Banking... 13 Internet Banking/Bill Pay... 13-17 Miscellaneous Items... 17 MAP... 18 LOCATION, HOURS AND CONTACT INFORMATION... Inside back cover Table of Contents We remain true to our vision to positively affect the lives of every person, business and organization within the communities we serve. 5
IMPORTANT SYSTEM CONVERSION FACTS AND KEY DATES In our efforts to make this system conversion as seamless as possible, we have outlined some important information and key dates below. Updates and important information will be available on our homepage: under What s New. Sunday, October 19 th at 12:00 midnight to Monday, October 27 th Bill Pay will be unavailable. Internet Banking for Business Accounts will not be available. No transactions or views will be possible during this time. All bill payments and transfers previously scheduled through Sunday, October 26 th will be paid as scheduled without interruption. Any changes to scheduled payments must be made no later than Sunday, October 19 th at 12:00 midnight. (See pages 14-15) Friday, October 24 th Rockport and Beverly Offices will close Friday at 4:00 p.m. Gloucester Office will close at the regularly scheduled time of 7:00 p.m. 24-Hour Automated Telephone Banking will be unavailable beginning at 5:00 p.m. (See page 13) 6 All bill payments and transfers previously scheduled through Sunday, October 26 th will be paid as scheduled without interruption. Payments and transfers previously scheduled for Saturday, October 25 th and Sunday, October 26 th will be completed on Friday, October 24 th. Any changes to scheduled payments must be made no later than Sunday, October 19 th at 12:00 midnight. (See page 14) All bill payments scheduled after this period will begin without interruption on Monday, October 27 th. New Bill Pay registrations will NOT be accepted during this period. (See page 14) Previously scheduled or recurring person to person or 'Popmoney' and bank to bank transfers will not convert and must be set up again any time after Monday, October 27 th. Internal transfers between your Institution for Savings accounts will convert. Internet Banking for Personal Accounts will function in View Mode ONLY. No transactions will be possible during this time. All bill payments and transfers previously scheduled through Sunday, October 26 th will be paid as scheduled without interruption. Any changes to scheduled payments must be made no later than Sunday, October 19 th at 12:00 midnight. (See pages 13-14) Friday, October 24 th at 5:00 p.m. to Monday, October 27 th ATMs at our Rockport, Beverly and Gloucester offices MAY be intermittently unavailable during the weekend. Deposits made to ATMs from Friday through Sunday will NOT be immediately available and will be credited to your account on Monday, October 27 th. (See page 12) Saturday, October 25 th Our Rockport, Beverly and Gloucester offices will be closed and reopen Monday, October 27 th at 8:00 a.m. Monday, October 27 th System conversion will be complete. All Institution for Savings offices will open at 8:00 a.m. ATMs will be brought back online throughout the day. Internet Banking, Bill Pay and 24-hour Automated Telephone Banking will be back in service. Check our website for more timely updates on the conversion and your accounts. Updates and important information will be available on our homepage: under What s New. Important Dates 7
QUESTIONS & ANSWERS ABOUT THE CONVERSION Will there be any interruption to normal banking services during this conversion? We have scheduled this conversion over a weekend to minimize, as much as possible, the inconvenience to you. Rockport, Gloucester and Beverly offices will be closed for business on Saturday, October 25 th ; additionally, Internet Banking, Bill Pay, 24-Hour Telephone Banking and our ATMs will be unavailable for a period of time. Please refer to pages 6-7 of this booklet for key dates. Will my account number(s) change? No. Your account number(s) will not be affected by this conversion. Will I still be able to use my same checks? Yes. You should continue to use your current checks. Will I still receive my paper statements at the same time each month? Beginning in November all statements will be generated on the last business day of each month and either mailed to you or available online if you have chosen to receive your statements electronically. During October you will receive multiple statements: one will be generated according to your existing statement cycle, the next will be generated on Friday, October 24 th prior to system conversion, and the final statement will be generated as of the close of business on Friday, October 31 st. I receive my statements electronically. Will that change? You will continue to receive your statements electronically. You will receive an email notifying you that your statement is available for viewing beginning with your October month-end statement; this email will contain a direct link to your statement. However, on Friday, October 24 th one paper statement will be generated to reflect activity since the date of your last statement through Friday, October 24 th. Any previous statement history available online will NOT carry forward with this conversion. If you need to retain these statements for your records, please download or print these statements prior to Sunday, October 19 th at midnight. (See page 11) Will Internet Banking and Bill Pay change? Your Access ID will NOT change. When you log in to Internet Banking for the first time beginning on Monday, October 27 th your existing Access ID will now be referred to as your Internet Banking Login ID. For security reasons we are unable to maintain your existing password. In the PASSWORD field, enter the last four digits of your Social Security Number. At that time you will be prompted to put in your email address, select a new password, watermark and answer new security questions. (See pages 13-17) Will I need to re-enter all of my Bill Pay information after the conversion? No. All of your Payees will remain intact after conversion. However, if you have more than one checking account, please confirm that the default account number for payments is correct prior to paying any bills. Your bill payment history will not convert. If you wish, you can retain a copy of your previous bill payment activity by going into Internet Banking, clicking on Bill Payment, Bill History within the Payment Center and printing out available history. You must do this no later than Sunday, October 19 th at midnight as this history not be transfered over. As always, bill payment history is available on your regular monthly statements. Can I continue to use my existing ATM/VISA Debit card after the conversion? No. All Rockport National Bank ATM/Visa and Debit cards will be reissued with new numbers for use after the conversion. EFFECTIVE MONDAY, OCTOBER 27 th you will need to use your new Institution for Savings card; your existing card will no longer be active. Your new card will arrive in the mail in mid-october and can be activated on Monday, October 27 th. (See page 12) Updates and important information will be available on our homepage: under What s New. Check our website for more timely updates on the conversion and your accounts. Questions & Answers 8 9
HOW THIS CONVERSION WILL AFFECT YOU Please refer to Booklet #1, Important Information About the Merger and Your Accounts, mailed to all former Rockport National Bank customers in mid-august. That booklet contains detailed information about the features of your new account types as well as fee schedules and important regulatory disclosures related to your new accounts. If you do not have a copy of this booklet, copies are available in our Rockport, Beverly and Gloucester offices and on our website at. Personal Banking Deposit Accounts Please refer to Booklet #1, Important Information About the Merger and Your Accounts regarding your new account types and changes to fees after system conversion is complete. Your account numbers will not change. Your direct deposit will continue without disruption. Statements are cut at month-end. Checks/Passbooks You can continue to use your existing checks. After the system conversion we will be able to update your passbook. Debit/ATM Cards Check our website for more timely updates on the conversion and your accounts. Updates and important information will be available on our homepage: under What s New. ALL CARDS WILL BE REISSUED as Institution for Savings cards for use beginning on Monday, October 27 th. (See page 12) Statement Savings After conversion, Statement Savings customers that do not have Electronic Funds Transfer (EFT) activity will begin to receive paper or electronic statements quarterly, as opposed to monthly. This will not affect how your interest is calculated. Mortgages and Loans Beginning Monday, October 27 th loan payments may be made at any Bank office. A full listing of office locations and hours can be found at the end of this booklet. Beginning Monday, October 27 th your loan statements will look different but the information provided will be the same. Customers with a Reserve Loan Account and/or a Revolving Credit Agreement tied to their checking accounts will experience the following changes: Requests for loan advances will be made in $50.00 increments. Your current agreement allows for advances in $100.00 increments. Your new payment due date will be within 20 days of your statement date. Your current due date is within 25 days of your statement date. Electronic Statements (E-Statements) If you currently receive your statements electronically that will not change. However, on Friday, October 24 th one paper statement will be generated to reflect activity since the date of your last statement through Friday, October 24 th. As you did in the past, you will receive an email notifying you that your electronic statement is available for viewing. Beginning Friday, October 31 st this email will contain a direct link to your statement. To access your statement for the first time after conversion please make sure that you have first logged in to Internet Banking and create a new password. This can be done any time beginning Monday, October 27 th. Please note: Your month end electronic statement will contain all of your activity from Monday, October 27 th to Friday, October 31 st. Beginning Friday, October 31 st your statement history will build and you will have the ability, moving forward, to view up to 18 months of statements online. However, any previous statement history available online will NOT carry forward with this conversion. If you need to retain these statements for your records, please download or print these statements prior to Friday, October 19 th at 12:00 midnight. How Conversion Affects You 10 11
ATM/VISA Debit Card Users 24-Hour Automated Telephone Banking 12 All Rockport National Bank ATM/VISA and Debit cards WILL BE REISSUED WITH NEW NUMBERS AND THE INSTITUTION FOR SAVINGS NAME. Your new card will arrive in the mail in mid-october in a plain envelope (unmarked for security reasons). Several days after receiving this mailing, you will receive your new Personal Identification Number (PIN) in a separate, unmarked mailing. The Post Office will NOT forward these mailings. If you are traveling or will be at a different address during this time period, you must contact the Bank with your changed address. Your new Institution for Savings ATM/Debit Card will not work until Monday, October 27 th when our system conversion is complete. Please continue to use your Rockport National Bank card until then. If you currently use your ATM/Debit Card to pay memberships, subscriptions, etc., please provide vendors with updated card information after you activate your new card. The checking or savings account numbers linked to your card will not change, only your ATM/VISA Debit Card number. ATMs may be intermittently unavailable from Friday, October 25 th after 5:00 p.m. throughout the day on Saturday, October 26 th. Deposits made at ATMs during this time period will NOT be immediately available and will be credited to your account on Monday, October 27 th. If you are planning a trip, regularly travel extensively outside of the U.S. or use your card for international purchases, please notify us of your travel dates and the countries you will be visiting or purchasing from. Check our website () often for the current U.S. states that we may be limiting debit card transactions due to increased debit card fraud. Updates and important information will be available on our homepage: under What s New. Check our website for more timely updates on the conversion and your accounts. Our 24-Hour Automated Telephone Banking service will be unavailable from Friday, October 24 th at 5:00 p.m. to Monday, October 27 th. If you need to report a lost or stolen debit card during that time, please call 1-800-554-8969. On or after Monday, October 27 th current users will need to re-enroll by taking the following steps: 1. Call 1-800-437-6703 - 24-Hour Automated Telephone Banking line. 2. Select 1 for account information. 3. Select the appropriate number for the account type you are accessing (1=Checking/Money Market, 2=Savings, 3=CD/IRA, 4=Loan, 5=Holiday Club). 4. Enter your Social Security Number followed by #. 5. Enter your Account Number followed by #. 6. Select * to establish a new PIN. 7. Enter PIN (4-6 digits) followed by #. 8. Reenter PIN followed by #. Once you are re-enrolled, you will follow the same steps to access the system: enter your Social Security Number and the account number you wish to access, followed by your PIN. The options under our new system will be different, so please listen carefully to the menu and options. Internet Banking/Bill Pay Effective Sunday, October 19 th at 12:00 Midnight through Monday, October 27 th CONSUMERS USING INTERNET BANKING/BILL PAY: Internet Banking for Personal Accounts will function in View Mode ONLY. No transactions will be possible during this time. All bill payments and transfers previously scheduled through Sunday, October 26 th will be paid as scheduled without interruption. How Conversion Affects You 13
Bill Pay will be unavailable. All current Bill Pay payees will remain intact after conversion. Your bill payment history will not convert. If you wish, you can retain a copy of your previous bill payment activity by going into Internet Banking, clicking on Bill Payment, Bill History within the Payment Center and printing out available history. You must do this no later than Sunday, October 19 th at 12:00 midnight as this history not be transfered over. All bill payments and transfers previously scheduled through Sunday, October 26 th will be paid as scheduled without interruption. Payments and transfers previously scheduled for Saturday, October 25 th and Sunday, October 26 th will be completed on Friday, October 24 th. Bill payments scheduled beginning Monday, October 27 th will be paid on Monday, October 27 th. Any changes to scheduled payments or new payments must be made no later than Sunday, October 19 th at 12:00 midnight. New Bill Pay registrations will NOT be accepted until Monday, October 27 th. Person to person or 'Popmoney' transfers and bank to bank transfers will be disabled. Scheduled transfers will be completed through Sunday, October 26 th. Transfers scheduled to occur after Sunday, October 26 th will need to be rescheduled beginning on Monday, October 27 th. These details will not convert. Internal transfers (between Institution for Savings accounts) will convert. Web Connect will be unavailable. If you are a Quicken/QuickBooks user, you must deactivate Web Connect by Sunday, October 19 th at 12:00 midnight. Back up all information before deactivating your account. Failure to deactivate from Web Connect by Sunday, October 19 th at 12:00 midnight may result in items being entered multiple times. Instructions for reactivating Web Connect beginning Monday, October 27 th can be found on our website at. BUSINESSES USING INTERNET BANKING/BILL PAY: Internet Banking for Business Accounts will not be available. No transactions or views will be possible during this time. All bill payments and transfers previously scheduled through Sunday, October 26 th will be paid as scheduled without interruption. Any changes to scheduled payments must be made no later than Sunday, October 19 th at 12:00 midnight. Updates and important information will be available on our homepage: under What s New. Businesses will be unable to initiate payroll or wire transfers. You will be contacted individually. If you have not been directly contacted and are concerned this may impact you please call Deposit Services at 978-462-3106 immediately. Effective Monday, October 27 th CONSUMERS USING INTERNET BANKING/BILL PAY: When you log in Internet Banking/Bill Pay will look different as a result of this conversion. All one-time and scheduled Bill Pays will convert and begin without interruption. Previously scheduled or recurring person to person or 'Popmoney' transfers and bank to bank transfers will not convert and must be set up again. Internal transfers (between Institution for Savings accounts) will convert. Transfers entered Monday through Friday after 7:00 p.m. will be processed on the next business day. Transfers entered on weekends and/or holidays will be processed on the next business day. Recurring transfers scheduled on weekends and/or holidays will be processed on the business day immediately preceding that day (i.e., on Friday for the weekend or Monday holiday; on Thursday for a Friday holiday, etc.). Payments scheduled for weekends and/or holidays will be processed on the business day immediately preceding that day (i.e., on Friday for a weekend or Monday holiday payment; on Thursday for a Friday holiday payment, etc.). Electronic payments made to payees will be debited from your account on the date that your payment is scheduled. Paper checks made payable to your payee will be drawn on your account and debited when they have cleared your account, just like any other check. If you currently use Email Alerts, they will not convert. You can log into Internet Banking and re-enroll. Responses to email inquiries you generate while logged into Internet Banking can only be viewed within Internet Banking. You will receive notification while logged into Internet Banking that you have mail to view. How Conversion Affects You 14 15
Effective Monday, October 27 th (continued) You will no longer be able to view your Passbook Savings account information in Internet Banking. Your Access ID will not change. When you log into Internet Banking for the first time beginning on Monday, October 27 th your existing Access ID will now be referred to as your Internet Banking Login ID. For security reasons we are unable to maintain your existing password. In the PASSWORD field, enter the last four digits of your Social Security Number. At that time you will be prompted to put in your email address, create a new password, watermark and answer new security questions. If you are already enrolled in our Internet Banking, and your mobile device is enabled for Internet access and text messaging, you can begin using IFS gomobile Banking now! Here s how: 1. Log in to Internet Banking, click Options and select Mobile Settings. 2. Select 'Activate Mobile Banking Access' and select the accounts you want to access from your mobile device. 3. Enter your mobile phone number, select your wireless provider and read and accept the Mobile Banking Agreement. 4. You will then receive a text message on your mobile device with a link to our mobile banking site, which is ifsgomobile.com. Follow the link to begin using IFS gomobile Banking. 5. iphone/ipad Users: Applications for IFS gomobile Banking are available at the itunes store. 6. Android Users: An Android application for IFS gomobile Banking is available at Google Play. BUSINESSES USING INTERNET BANKING/BILL PAY: New users may enroll for the first time in Internet Banking or Bill Pay. Business owners will be unable to view both business and personal accounts using the same user ID and Password. Separate credentials will need to be created. If this will impact you, please call Deposit Services at 978-462-3106 prior to Friday, October 17 th so we may assist with this process. Businesses will only have one user with one set of credentials for online banking access, unless you are using Institution for Savings Cash Management services. If you are interested in this service, please call Deposit Services at 978-462-3106 after Monday, October 27 th in order to ensure proper security controls and use of tokens. Only authorized signers on business accounts will have Internet Banking access. For security reasons credentials issued to non-authorized users will not be converted. Electronic payments made to payees will be debited from your account on the date that your payment is scheduled. Paper checks made payable to your payee will be drawn on your account and debited when they have cleared your account, just like any other check. MISCELLANEOUS ITEMS Effective Immediately All requests to initiate wire transfers must be done in person. Requests via phone or fax will not be honored. Online services are available for business customers; please call Deposit Services at 978-462-3106 to inquire about the enrollment process. Checks payable to businesses or fiduciary accounts (trusts, estates, etc.) cannot be cashed. All checks payable in this manner MUST be deposited into an account registered to the trusts, estates, etc. Effective Monday, October 27 th Transfers done online or over the phone can only be completed if the account title/registration matches. For savings and money market customers, as referenced in our updated fee schedule mailed in July and in Booklet #1 mailed in August, a $5 fee will be charged for each third party transaction in excess of six per month. Transfers from a savings or money market account including those to third parties are limited to six per month. These transactions include preauthorized, automatic, telephone or computer transfers, checks, drafts, debit card or ATM point-of-sale purchases, or similar orders to third parties. MasterCard payments will not be accepted at Institution for Savings Offices and must be mailed. Foreign currency is not immediately available for purchase. Please call or stop by the Bank in advance to make arrangements for these services. Foreign checks will not be immediately credited or available in your account. All foreign checks, including those drawn on a foreign bank in U.S. funds, will go through a collection process. Miscellaneous Items 16 17
1 OFFICE ADDRESS CONTACT # HOURS ADDITIONAL SERVICES NEWBURYPORT Main Office 93 State Street Newburyport, MA 01950 978-462-3106 Mon - Thurs 8:00 a.m. - 4:00 p.m. Friday 8:00 a.m. - 6:00 p.m. Drive-up Window Residential Lending Office 81 State Street Newburyport, MA 01950 978-462-2344 Mon - Thurs 8:00 a.m. - 5:00 p.m. Friday 8:00 a.m. - 6:00 p.m. Saturday by appointment Residential Lenders Onsite Storey Avenue Office 68 Storey Avenue Newburyport, MA 01950 978-462-9321 Mon - Thurs 8:00 a.m. - 6:00 p.m. Friday 8:00 a.m. - 7:00 p.m. Residential Lenders Onsite 2 BEVERLY Beverly Office 4 Colon Street Beverly, MA 01915 978-921-1282 Mon - Wed 8:00 a.m. - 5:00 p.m. Thursday & Friday 8:00 a.m. - 6:00 p.m. Commercial Lenders Onsite 3 GLOUCESTER Gloucester Office 4 Parker Street Gloucester, MA 01930 978-282-0007 Mon - Thurs 8:00 a.m. - 6:00 p.m. Friday 8:00 a.m. - 7:00 p.m. Residential Lender by Appointment 4 IPSWICH County Road Office 112 County Road Ipswich, MA 01938 978-380-1910 Mon - Wed 8:00 a.m. - 5:00 p.m. Thursday & Friday 8:00 a.m. - 6:00 p.m. Residential Lender by Appointment Depot Square Office 2 Depot Square Ipswich, MA 01938 978-356-3600 Mon - Wed 8:00 a.m. - 5:00 p.m. Thursday & Friday 8:00 a.m. - 6:00 p.m. Residential Lender Onsite 5 ROCKPORT Main Street Office 16 Main Street Rockport, MA 01966 978-546-3411 Mon-Fri 8:00 a.m. - 4:00 p.m. Residential Lender Onsite King Street Office 37 King Street Rockport, MA 01966 978-546-7405 Mon-Thurs 8:00 a.m. - 4:00 p.m. Friday 8:00 a.m. - 6:00 p.m. 6 ROWLEY Rowley Office 312 Haverhill Street Rowley, MA 01969 978-948-6040 Mon - Wed 8:00 a.m. - 5:00 p.m. Thursday & Friday 8:00 a.m. - 6:00 p.m. Commercial Lenders Onsite Residential Lender by Appointment 7 SALISBURY Salisbury Office 7 Bridge Road Salisbury, MA 01952 978-465-3729 Mon - Thurs 8:00 a.m. - 4:00 p.m. Friday 8:00 a.m. - 6:00 p.m. Residential Lender by Appointment 8 TOPSFIELD Topsfield Office 5 Main Street Topsfield, MA 01983 978-356-3600 Mon - Wed 8:00 a.m. - 5:00 p.m. Thursday & Friday 8:00 a.m. - 6:00 p.m. Residential Lender Onsite
LOCATION, HOURS AND CONTACT INFORMATION NEW HAMPSHIRE HAVERHILL MERRIMAC GROVELAND WEST NEWBURY GEORGETOWN AMESBURY 6 7 SALISBURY 1 NEWBURYPORT NEWBURY ROWLEY BOXFORD MIDDLETON 8 TOPSFIELD DANVERS 4 IPSWICH 5 ESSEX HAMILTON WENHAM 2 BEVERLY MANCHESTER 3 GLOUCESTER ROCKPORT LYNNFIELD SAUGUS PEABODY LYNN SALEM MARBLEHEAD SWAMPSCOTT