Frequently Asked Questions About the Conversion
Q: How will this conversion benefit me?
A: We are upgrading with your best interest in mind: to stay ahead of the technology curve and continue to bring you innovative products and services. As a result of this conversion, we will be able to offer you:
- A more convenient streamlined banking experience
- Existing and emerging technologies
Q: What do I need to do?
A: We have been working hard to ensure a smooth transition for you. Please watch for future communications and ensure the contact information we have for you is accurate and up to date. You can update your information by calling the Credit Union or visiting a branch.
Q: Is my personal and financial information safe?
A: Yes. The safekeeping of member account and personal information is the Credit Union’s top priority.
Q: Will branch hours be affected during the upgrade period?
A: Yes. All Credit Union branches (lobbies, drive-thrus and phones) will close at 3:00 p.m. on Friday, November 4th and we will re-open our ITMs at 8:00 a.m. and lobbies at 9:00 a.m. on Tuesday, November 8th.
Q: Will I be able to access Online Banking during this time?
A: No. Online and Mobile Banking will be unavailable from 3:00 p.m. on Friday, November 4th until Tuesday, November 8th.
*Remote Deposit, Zelle, Bill Pay and External Transfers will be unavailable starting at 2:00 p.m. on Thursday, November 3rd.
Q: Will I have access to Carter Connect24?
A. No. Carter Connect24 will be unavailable from 3:00 p.m. on Friday, November 4th until Tuesday, November 8th.
Q: Will my Debit card work during the conversion?
A: Yes. However, transaction limits will be in effect beginning Friday, November 4th throughout the conversion. We recommend having cash, your Carter credit card or an alternative form of payment on hand.
Q: Will I be able to access ATMs during the conversion timeframe?
A: Yes. You will be able to access ATMs, but you will not be able to view your account balance. Please note whatever you have in your account as of November 4th at 3 p.m. is what is available during this conversion period. Any deposit made after 3 p.m. on Friday, November 4th will be processed no later than Tuesday, November 8th.
Q: Will Shared Branching be accessible during this time?
A: No. You will not be able to conduct transactions at Shared Branches from November 3rd at 2 p.m. thru November 8th.
Q: Will my checks still work?
A: Yes. You can continue to use your current checks as normal.
Q: I have a direct deposit set up; will it work when you are closed?
A: Yes. Any ACH automatic deposits or automatic withdrawals you currently have set up will process as normal.
Q: Will I be able to access Bill Pay during the upgrade?
A: Bill Pay will be unavailable from Friday, November 4th until Tuesday, November 8th. Pre-scheduled payments will process during this time, but you will not be able to add, delete, or modify scheduled payments or payees after November 3rd.
Q: What will happen to my scheduled loan payments during this time?
A: Payments will process as normal. However, you will not see this until November 8th when systems are available.
Q: What if I make a night drop when you are closed for the upgrade?
A: Any night drops made after 3:00 p.m. on Friday, November 4th will process on November 8th.
Q: I have a loan payment due during the conversion, how do I make sure it’s paid on time?
A: Make any payments due during the planned system upgrade by November 3rd. As a reminder, any automatic withdrawals from other financial institutions that you currently have set up will process but may be delayed up to 48 hours.
Q: If I leave on vacation during the conversion time frame, what should I do?
A: Come by any branch or give us a call before Friday, November 4th and we will make sure you have everything you need. Since branches will be closed through November 7th you will need to make sure you have enough cash, your Carter credit card or another form of payment before you leave. Reminder- Your debit card will work for purchases with the available balance as of 11/4/22. Transaction limits may apply.
Frequently Asked Questions About Changes after the Conversion
Q: Will I see my account history?
A: Your previous transaction history for 2022 will be available within Online Banking.
Q: Will I lose my e-statement history?
A: No. The last 12 months of your eStatement history will be available within Online Banking.
Q: Will my member number change?
A: No. Your member number(s) will remain the same.
Q: Will my account suffixes change?
A: Yes. Your account suffixes will change from a 2-digit to a 4-digit number. For example, your checking account 75 will become 0075, your savings 01 will be 0001, and your loan 151 will become 0151.
Q: Will there be a delay in receiving my statement due to the conversion?
A: No. October statements and eStatements will arrive within the normal delivery timeframe. However, your November statements will have a new and improved look!
Q: What should I do if I have questions?
If you have any questions regarding this planned system conversion, please visit the Conversion Page or contact a Credit Union representative at 800-367-5026.