September 30, 2014
Dear Member:
New Enhancements Coming Soon!
Online Banking Notice:
All members will need to enroll in the new
online banking beginning on Tuesday,
November 4 at 8 a.m.
To enroll, visit http://www.citizensfirst.com to log
in. Please refer to the online banking section on
page two for log in instructions.
In order to serve you better, we will undergo a
system upgrade at the end of October. All
Oshkosh and Fond du Lac branches will be
CLOSED after normal business hours on Friday, October 31, 2014, and will reopen on Tuesday,
November 4. Online banking, mobile banking and Memberline (Bank by Phone) will also be unavailable
during the upgrade.
We anticipate a smooth transition and are making every attempt to minimize interruption of service to
our members. Our team will be working hard to bring you new and improved systems. Here are a few of
the upgrades you can look forward to:
•
The upgrade will allow members to make deposits, withdrawals and cash checks at all 10
branches!
•
Bill pay includes two new features! Person to Person allows you to conveniently make a
payment to another individual and also houses address information for common vendors, saving
you time when adding a new account.
•
Online banking will allow you to send money to or from an account at another financial. Account
to Account (A2A) transfers are great for managing funds at other financial institutions.
•
Jump from one account to another account in online banking, without having to log out from
the first account and log in to the second. This is a great feature for members who are listed on
multiple accounts, allowing convenient access to children’s accounts, for example.
•
Home loan and credit card information will be available on the main summary page within
online banking.
•
The new mobile app will have everything you need in one. In addition to viewing transaction
history, transferring funds and finding locations as you have in the past, now you’ll also be able
to pay bills and deposit checks.
•
Apply for a loan, open a new savings, checking or certificate or submit a stop payment on a
check all from within online banking.
•
Text banking that allows for quick balance checks from your cell phone.
Please take time to review the important information that follows, which
details important dates and how the upgrade will affect your accounts.
What You Need to Know
Account numbers will remain the same; however, suffixes will be changing. There is no need to notify
anyone or make account adjustments of any kind in regards to the suffix change. Automatic transfers
and deposits will be routed automatically.
Checks, Debit Cards and Credit Cards
• Your existing checks, debit and credit cards will continue to work during and after the upgrade.
• To report your card as lost or stolen while we are closed for the upgrade, please call 1-800-4489228 and choose option 5. Stop in any branch beginning on Tuesday, November 4 to get an
instant-issue replacement card.
• If you would like a debit card prior to the upgrade, please stop at any branch before October 28
to receive your instant-issue card and PIN.
Online Banking (Access to online banking will be unavailable beginning Friday, October 31 at 6 p.m.)
All members will need to enroll in the new online banking beginning on
Tuesday, November 4 at 8 a.m.
•
To enroll, visit http://www.citizensfirst.com to log in. The initial Username
is your account number and the password to enroll is the first four digits of
your social security number and the first two letters of your last name
(capitalized).
•
Password: You will be prompted to reset your password with a minimum
of 8 characters and set up your three security questions.
•
Username: After your initial log in, your Username will be reset by you.
Usernames can include a combination of numbers and letters from 1-20
characters. Usernames are NOT case sensitive, cannot be all numbers and
cannot contain your first or last name or your account number.
NOTE: After the upgrade, you will not be able to see transaction history prior to November 1 in online
banking. If you’re signed up for eStatements, you’ll have access to the past 18 months of your
statements, which will show your transaction history. If you prefer paper, you may want to print any
account history you’d like for future reference before October 31 at 5 p.m.
Online banking enrollment assistance
The new online banking system is very user-friendly. If you’d like some assistance with enrolling or using
the system, the following options are available:
1. View the “how to” video, which shows you how to enroll step-by-step. The videos can be found
at http://www.citizensfirst.com/resourcecenter beginning on November 4 at 8 a.m.
2. Call 1-800-448-9228 or stop in any Oshkosh or Fond du Lac branch beginning at 9 a.m. on
Tuesday, November 4 to have a team member walk you through the process.
eAlerts
While there are eAlerts available with the new system, existing elerts will not convert. If you would like
to receive free electronic alerts, you can subscribe in our new online banking when it becomes available
November 4th (check the My Messages section). The eAlerts can be sent by secure message, email
message or text alerts. You may select as many different eAlerts as you desire.
Mobile App
• Your current mobile app will be unavailable beginning Friday, October 31 at 6 p.m.
• The new mobile app will be available on Tuesday, November 4 at 8 a.m. Please uninstall the old
app and install the new one.
• To begin using the mobile app, please enroll in the new online banking.
Mobile Deposit
• Mobile deposit will be unavailable beginning Friday, October 31 at 6 p.m.
• The new mobile deposit will be available on Tuesday, November 4 at 8 a.m.
• Mobile deposit will be an option within the new mobile app. A separate app will no longer be
needed.
Bill Pay
• No payments will be processed after 6 p.m. on October 29 until 3 p.m. on November 3.
Anything scheduled for payment between October 30 and November 2 will be processed on
November 3.
• Access to Bill Pay will be unavailable beginning at 10 a.m. on October 30.
• All of your existing payees, as well as recurring and existing payments (including those scheduled
for October 30 through November 3), will transfer over to the new bill pay system.
• The new and improved bill pay system will be available beginning on November 4 at 8 a.m.
• If you are a current Bill Pay user, you will not have to enroll in the new bill pay system. Once you
enroll in the new online banking system, you are automatically set to pay bills.
• The cut-off time for same day payments in the new Bill Pay system is 3 p.m. central time.
Bank by Phone
• Memberline (Bank by Phone) will be unavailable beginning October 31 at 6 p.m.
• The new Bank by Phone system will be available beginning Tuesday, November 4 at 8 a.m.
• The same features you had with our old system, such as account history, making transfers or
loan payments, will continue to be available.
• The new Bank by Phone can be accessed directly by calling 1-844-484-1640. This new number
can be stored in your phone for easier access to the system. You may also access the system the
same way you have in the past by calling 1-800-448-9228 and pressing 1.
• The first time you access Bank by Phone, your PIN will be the last four digits of the primary
owner’s social security number.
Statements
You will receive your October eStatement notification on Tuesday, November 4. Paper statements will
be delivered as normally scheduled.
Transfers
All automatic transfers between savings, checking and loan accounts at CitizensFirst Credit Union will
convert to the new system.
Automated Clearing House (ACH): ACH transfers are automatic deposits such as payroll or social
security checks, as well as automatic deductions like mortgage or credit card payments
All transactions (deposits and withdrawals) that are normally scheduled to post to your account on the
1st, 2nd or 3rd of the month may post early on October 31. Since these transactions are initiated outside
the credit union, we have no control over when we receive them and they must be posted prior to the
upgrade. This means that you may receive a deposit from a payroll or social security posting earlier than
normal, or a withdrawal may come out of your account before a deposit comes in.
Questions?
The following resources are available to help answer any questions you may have about this upgrade:
• Detailed information is available at citizensfirst.com/resourcecenter.
• To speak to a team member directly, call 1-800-448-9228 or email [email protected].
Thank you for allowing us the opportunity to serve you. We look forward to bringing you even better
products and services beginning Tuesday, November 4.
Sincerely,
William J. Wuske, Jr.
EVP/Chief Operations Officer