Latest News

Keeping you updated on what’s happening at SF Fire Credit Union.

Latest News & Firefighter's Corner

Message from Kathy - Happy New Year

As many of you know, I began my tenure as CEO in March of 2017 during a time of significant transition for San Francisco Fire Credit Union. We had recognized the need to invest in the Credit Union’s infrastructure and already begun work to replace an outdated online banking system that wouldn’t be able to meet our long-term functionality and security needs.

Transitions of this magnitude are difficult. Ours hasn’t been an exception. I would like to thank you for your patience as we have introduced our new online and mobile banking system and reiterate my apology for the functionality and service issues that have occurred.

Despite these challenges, I am happy to report that we have made significant progress over the past month in bringing the new system online. Functionality updates include:

  • An app update that has resolved the mobile deposit issues some users had been experiencing
  • An update to show pending debit and credit card transactions based on member feedback
  • The ability to view and pay the “Last Statement Balance” on credit cards and home equity lines of credit

Looking forward, we will also introduce several new features to the new system in early 2018, including:

  • Card controls that allow you to restrict or reactivate debit and credit cards through the mobile app
  • Account aggregation so you can view balances for your accounts at other financial Institutions
  • The ability to add and remove sources of overdraft protection transfers to your checking account
  • Customizable balance transfers from other credit cards to your SF Fire CU Visa® Platinum Credit Card
  • FICO credit grade tracking based on soft score information from Experian

We have learned a lot through the challenges we have faced during these upgrades. In the new year, I look forward to discussing how we are working to ensure this kind of service disruption does not happen again. To increase our responsiveness to your needs, we are in the process of hiring additional Contact Center staff and are committed to restoring our service level to what you expect and deserve. All of us, myself included, will “walk the member path” when designing our products and service delivery channels.

Your loyalty has always been – and will continue to be – the key to this Credit Union’s success. We understand this, and consider it a privilege to be your financial institution of choice.

Kathy Elser
President and CEO

New Online Banking: Member Support Update – Dec. 29

We’d like to update our members as we continue to make progress in resolving issues related to the transition to the new Online Banking System. We recognize and thank our members for the time and effort they are expending to gain familiarity and become situated with the new system.

Progress with Scheduled Transfers

We’ve made progress in our review of the migration of scheduled transfers to our new system, and have begun communicating directly with members via Secured Messaging within Online Banking as to any need to review their transfers or next steps required. Please thoroughly review this message when it arrives.

We’d like to reiterate our appreciation for your patience related to this issue, and our commitment to reimbursing members for any unexpected fees or penalties related to our conversion. We will work directly with reporting bureaus to ensure any payments disrupted by our launch do not affect your credit score.

Message from CEO Kathy Elser About New Online Banking

Message from CEO Kathy Elser About New Online Banking

Dear Members,

I would like to apologize to each and every one of you for the difficulties we have had in introducing our new online and mobile banking platform. As a member-owner of San Francisco Fire Credit Union, you have the right to easy access to your money and confidence that your transfers, deposits and payments are functioning as expected. In the co-op spirit, you also deserve transparent and responsive communication about any disruption in these services.

We have failed to live up to these standards over the last few weeks, and we are working to resolve these issues as quickly as possible.

We understand your frustration, and will do everything we can to support you through this transition, including reimbursing members for any unexpected fees or penalties caused by issues with our online platform. We will also work directly with reporting bureaus to ensure any payments disrupted by the rollout do not affect your credit score.

To help answer member questions and concerns, we have reallocated additional staffing resources to reduce our response times, and will be providing Contact Center support on Sundays during this period of transition to the new system. Due to call volume, wait times are still longer than usual, but we are working as efficiently as possible to help our members. If you need support, please reach out to us via phone at 888.499.3473 (FIRE) or web chat.

Moving forward, we will also provide weekly updates on our website to keep you informed on our progress towards resolving our online and mobile banking issues.

Thank you for your patience and flexibility. It’s an honor to be your financial institution of choice, and we look forward to re-establishing the level of service you expect and deserve.

We will make this right.

Sincerely,

Katherine Elser
President and CEO, San Francisco Fire Credit Union

Annual Privacy Notification

We are required to notify our members annually of their privacy rights. Financial institutions choose how they share your personal information. Federal law gives consumers the right to limit some but not all sharing. Federal law also requires us to tell you how we collect, share, and protect your personal information. Please read this notice carefully to understand what we do. If you have responded to us in the past, that response still applies.

Mobile APP Alert: Updated to Address Mobile Deposit Issues

Resolution of a Mobile Deposit Issue

After the launch of the new Online & Mobile Banking System, we discovered some members were unable to process mobile deposits to certain accounts. We’ve found a resolution that we believe will address these issues.

CRITICAL: The Need to Update Our Mobile APP on Your Device

The resolution to this problem required an update to the Mobile Banking Application. This update has been pushed live to both Apple and Google. It is important that you complete the update, as the old version of the app will not work for mobile deposits – even for those members who were not having problems before.

How to Update Our APP

It will depend on your phone settings. Some members have their apps set to automatically update when new versions are released. Others may have to update their app manually by visiting the App Store or Google Marketplace.

How to Know if Our APP Has Been Updated

Whenever you open our app on a smartphone or tablet, you’ll see a series of numbers that appear briefly along the bottom of the screen:

APPLE – NEW/UPDATED version of the app: “3000.3.100”
GOOGLE/ANDROID – NEW/UPDATED version of the app: “3000.3.0.3176”

Contact Us with Any Questions

If you have any questions about the update to the app, or if you continue to have trouble with your Mobile Deposits, please contact us at 888.499.FIRE (3473) or by live chat at www.sffirecu.org. You may also send an inquiry through Secured Messaging – expect a response within 1-2 business days.

Logging-In for the First Time

Logging-In for the First Time

One of the most significant changes associated with our new system is the use of unique UserNames (UserID) as opposed to a Member (Account) Number. This can be particularly challenging for those members who have multiple memberships or are joint owners on a particular membership. Here’s an overview on logging-in to the new system for the first time:

Existing Online Banking Users (in the old/retired system)

If you are the sole owner of a membership, or if you are the primary owner on a joint membership:

  • Click “ForgotUsername”
  • Log-In using your existing password (from the old/retired system)
  • If you have multiple memberships, use the password linked to the lowest membership number in your name

Existing Online Banking Users (in the old/retired system)

If you are a joint owner on all of your memberships:

  • Contact us during our Contact Center Hours for assistance in registering.

Members Who Had Never Registered for or Used our Old/Retired Online Banking System:

  • Click “Forgot Username”, and then “REGISTER”.

Annual Privacy Notice

We are required to notify our members annually of their privacy rights. Financial institutions choose how they share your personal information. Federal law gives consumers the right to limit some but not all sharing. Federal law also requires us to tell you how we collect, share, and protect your personal information. Please read this notice carefully to understand what we do. If you have responded to us in the past, that response still applies.

Privacy Notice - PDF

To read more about the types of information we share, please click here or download the PDF above.

Another Great Year Working with the SF Firefighters Toy Program

As our long-time members are aware, we work with the SF Firefighters Toy Program each year to raise funds to help purchase toys for the children in need in our community. We are not able to do this without the generosity of our members, and the active and retired members of the San Francisco Fire Department.

Santa Claus and special guests

We were lucky to again have Santa (retired SFFD firefighter Bob Cuff) at all four of our branches, ready to greet children (young and old), and take photos. Our friends from Engines 10 and 19 also came out to the branches to join in on the fun, and add some local SF Firefighter flair to our members’ photos, and their own.

2017 SF Fire Toy Program Festivities

The SF Firefighters Toy Program distributes toys seasonally to over 40,000 kids in need and responds on a year-round basis to children and families in crisis. They are the oldest volunteer-run program of their kind in the nation and rely solely on donations.

Help Us Raise $15,000 for the SF Firefighters Toy Program

There are many ways you can help support the Toy Program this holiday season.
From November 24th – December 31st, you can donate through:

You can also bring unwrapped toys to one of our branches, or to any San Francisco firehouse.

Annual Employee Bake Sale on Wednesday, December 13th

Cookies, cupcakes and other sugary items baked by staff will be available for sale at our California Street branch on December 13th from 10 a.m. – 3 p.m. Please drop by to pick up some goodies and support a terrific cause.

Santa Claus is Coming to SF Fire Credit Union

Young and old alike enjoy visiting Santa Claus (SFFD Retiree Bob Cuff) every year at our branches. This year he’ll be in town on the following dates:

  • Pacifica Branch – Tuesday, Dec. 12th – 10am – 11:30am
  • Stonestown Branch – Tuesday, Dec. 12th – 1pm – 4pm
  • Mint Plaza Branch – Wednesday, Dec. 13th – 10am – 11:30am
  • California Street Branch – Wednesday, Dec. 13th – 1pm – 4pm

Drop by to have your photo taken for free and pick up a candy cane!