Computer System Upgrade

Updates regarding computer upgrade & associated functionality

OnLine Banking Users: Some transaction details will not be visible in your account history for activity before 12/31/16. For example, you may see a description of “POS/ACH Withdrawal” rather than a merchant name. Please view your statements for detailed transaction information prior to 12/31/16.
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1/6/17 at 5:00pm PST: Scheduled transfer visibility and Text Banking are now fully functional. Please check to be sure that any scheduled transfers you had set up prior to 12/31/16 are visible within your View Scheduled Transfers page. If they are not visible, they will not process.
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1/2/17 at 9pm PST: Remote Check Deposit (a service of Mobile Banking) and Bill Payer are now fully functional.

1/2/17 at 7:40pm PST: OnLine and Mobile Banking have been restored and you may now log in. However, please be aware that access to some services is limited and our team is working hard to restore full functionality. At this time, the following services are impacted:

  • Bill Payer: New users cannot register at this time (existing Bill Payer users are unaffected)
  • Scheduled Transfers: Existing scheduled transfers cannot be edited at this time and are not visible on the View Scheduled Transfers page. Note: Although they are not visible to you, existing scheduled transfers are saved.
  • FinanceWorks: Users may experience technical difficulties
  • Remote Check Deposit (Mobile Banking): Unavailable at this time
  • Text Banking: Users may experience technical difficulties

1/1/17 at 6:45pm PST: Debit cards, ATMs and Shared Branching have all been restored to full functionality
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We are excited to announce the culmination of a project that we have been working diligently on implementing for over a year: Brand new computer software for all of our membership information and activities. The new system will be live on Tuesday, January 3rd, 2017.

There are many things that you need to know about the upgrade – including the impact on service between now and the date the new system will go live; service interruptions that will occur as we finalize the upgrade between 7pm Friday, December 30, 2016 – 12am Tuesday, January 3, 2017; what we need from you now and how to be prepared for the upgrade. Please review the Frequently Asked Questions that follow.

Frequently Asked Questions

Overview

Service Impact

Service Interruptions

Account Information

Planning Ahead

Overview

What is the function of Industrial CU’s computer system?

Our computer system maintains our membership information, accounts, loans, Credit Union services and all financial transactions.

Why is Industrial CU upgrading its computer system?

This new system is necessary to keep up with existing and emerging technologies, and will improve both your experience at the Credit Union and our ability to serve you.

What are the benefits of this upgrade?

  • Efficiency – The improved navigation of our new system will increase the efficiency of our service.
  • Service – The Credit Union will continue to explore financial products, member services and business practices that benefit our membership. Our new computer system will increase our capacity to improve upon and/or implement new membership benefits. The first change you’ll notice is that we redesigned our statements to make them easier to read and understand.
  • Communication – The new system will allow for improved correspondence including the option to email receipts, account notices and other communications.

Service Impact

How will service at Industrial CU branches be impacted during the upgrade to the new system?

The new software is a significant improvement over our current system, thus requiring substantial training for every employee. This training will continue through the end of the year, and we are making every effort to minimize the impact to our members during this time. However, the amount of training taking place will require our branches and back-office departments to operate with fewer employees than usual. We thank you for your patience and want to assure you that our employees are working hard behind the scenes – including before/after branch hours and on weekends – to provide the smoothest transition possible.

Will Industrial CU’s branch hours be affected during the upgrade?

No. The upgrade will be finalized over the New Year’s holiday, December 31, 2016 – January 2, 2017, when our branches are normally closed. Branches will resume normal business hours on Tuesday, January 3rd.

How will Shared Branching be impacted during the upgrade?

Shared Branching will be unavailable from 3pm on Friday, December 30th – 12am on Tuesday, January 3rd. Service is scheduled to return when participating Shared Branches open on Tuesday, January 3rd. Please plan to visit a Shared Branch location prior to 7pm on Friday, December 30th to perform any necessary transactions.

Service Interruptions

How will Industrial CU’s OnLine Banking be impacted during the upgrade?

OnLine Banking will be unavailable from 7pm on Friday, December 30th – 12am on Tuesday, January 3rd. Service is scheduled to return at 12:01am on Tuesday, January 3rd. This includes all functions –account history, Bill Payer, funds transfer options, eStatements, Finance Works, online loan applications, etc. Please plan to access OnLine Banking prior to 7pm on Friday, December 30th to perform any OnLine Banking transactions.

Will Industrial CU’s Bill Payer be impacted during the upgrade?

No, Bill Payer will not be impacted during the upgrade.

How will Industrial CU’s Mobile Banking be impacted during the upgrade?

Mobile Banking will be unavailable from 7pm on Friday, December 30th – 12am on Tuesday, January 3rd. Service is scheduled return at 12:01am on Tuesday, January 3rd. This includes all functions –account history, Bill Payer, funds transfer options, Mobile Check Deposit, etc. Please plan to access Mobile Banking prior to 7pm on Friday, December 30th to perform any Mobile Banking transactions.

How will Industrial CU debit cards and ATM cards be impacted during the upgrade?

Debit cards may experience usage downtimes between 7pm on Friday, December 30th – 12am on Tuesday, January 3rd. The following debit card limits will be in effect for the weekend of the upgrade: $500 aggregate cash withdrawals and $500 aggregate purchases per day. As a backup, please plan to have an alternate form of payment (cash or credit card*) with you.

*Industrial Credit Union Visa credit cards will NOT be impacted

How will Industrial CU’s ATMs be impacted during the upgrade?

ATMs may experience usage downtimes between 7pm on Friday, December 30th – 12am on Tuesday, January 3rd. Please plan to withdraw cash prior to the system upgrade.

Will Industrial CU’s Visa Credit Cards be impacted during the upgrade?

No, Industrial CU Visa Credit Cards will not be impacted by the system upgrade. Note: Industrial CU Visa Credit Cards have no cash advance fee, so keep this option in mind if you find yourself needing cash during the upgrade period.

Will IndustrialCU.org be impacted during the upgrade?

No, IndustrialCU.org will not be affected by the system upgrade. However, OnLine Banking, a feature of IndustrialCU.org, will not be available. Please see here for more information.

Will automatic debit and credit card payments be impacted during the upgrade?

Payments that are scheduled to automatically charge to your debit card may be affected by debit card service interruptions. We suggest that you reschedule any automatic debit card payments to a date before 12/30/2016 or after 01/02/2017 to avoid potential complications. Automatic payments on your debit card that do clear during the upgrade timeframe will be subject to the daily limits outlined here.

Payments that are scheduled to automatically charge to your Industrial CU Visa Credit Card will not be impacted.

Review of Service Schedule:
Service schedule revised

Account Information

Will my personal information remain secure during the upgrade?

Absolutely! Your security is always our top priority.

Will my funds remain safe and secure?

Absolutely! Your funds are safe with Industrial CU and they will continue to be federally insured to at least $250,000 by the National Credit Union Administration (NCUA).

Will my account number change?

No.

Will my ATM or debit card PIN numbers change?

No.

Will Industrial CU’s routing number change?

No.

Will I still receive my account statements?

Yes, and you’ll notice that we’ve redesigned our statements to make them easier to read and understand. If you are currently enrolled in eStatements, you will remain enrolled after the upgrade.

What do I need to do now?

As we work through this upgrade process, we need to verify account information for all members and make any necessary updates. In order to streamline this process, we ask that you please take a few moments to provide us with your most current information. To view and/or update the information we have on file for you, please log in to OnLine Banking > Additional Services > Change Address. Please do not send any personal information via email, as this is not a secure connection.

Planning Ahead

How can I prepare for the system upgrade?

Please review all service impacts and anticipated interruptions:

  • Remember, branches will be closed from 7pm on Friday, December 30, 2016 – Monday, January 2, 2017. We will resume normal business hours on Tuesday, January 3rd.
  • Complete OnLine or Mobile Banking transactions before 7pm on Friday, December 30th.
  • Plan to have an alternate form of payment (cash or credit card) with you during the upgrade period. Industrial Credit Union Visa credit cards will not be impacted.
  • If you normally download your transactions from OnLine Banking to use in Quicken® or other computer software, please download this data prior to 12/30/16. eStatements will remain available for those enrolled, but transaction data in an exportable format will not be available after 12/30/16 for transactions that take place prior to the upgrade. If this is not completed, you’ll have to manually enter transactions from your statements.

What should I do if I have questions?

If you have additional questions, please do not hesitate to contact us.