Thank you for your continued patience as we address the issues associated with the rollout of our new Mobile and Online banking systems. Below is an update on our progress.
Mobile Deposit Issues Resolved with Apple and Android App Updates
We released an updated version of our mobile app on December 12th that resolves the mobile deposit issues users have been experiencing. Please update at your earliest convenience – the previous version will not allow mobile deposits. You can download the updated app at the links below. Learn more about this app update here.
Bill Pay & Transfers Progress
Our team is focused on resolving issues related to the conversion of Bill Pay and scheduled Transfers, and we expect to have this work completed soon. We’d like to reaffirm our commitment to reimbursing members for any unexpected fees or penalties caused by issues with our new online platform. We are also working directly with reporting bureaus to ensure any payments disrupted by the rollout do not affect your credit score.
Pending Debit & Credit Card Transactions
Based on member feedback, we have updated Online and Mobile banking to show pending debit and credit card transactions. You can now view these transactions in your checking or credit card account history.
Ability to View ‘Last Statement Balance’ When Making Payments
Based on member feedback, we have added the ability to view (and pay) the “Last Statement Balance” on credit cards and home equity lines of credit in both Online and Mobile banking. As a reminder, payments to SF Fire Credit Union loans are made using the Transfers tool in our new system (select the ‘Classic’ option within the Transfers tool).
Transaction Descriptions in Third Party Applications
Transaction descriptions in third party applications (Mint, Quicken, QuickBooks, etc.) are now showing complete details, as opposed to truncated or incomplete descriptions (“Debit” or “Credit” only).
Access to Data from Retired “Track Spending” Tool
We underestimated the popularity of the ‘Track Spending’ tool in our retired system and we apologize for the frustration its discontinuation has caused. Although this data cannot be imported to the new system, we can provide members an electronic file with historical data. To request this data, please use Secured Messaging in the new Online Banking System. When you ‘Compose’ a message, select ‘Old Track Spending Tool Data’ as your message category.
Frequently Asked Questions
At this point, 75 percent of our members have logged-in to our new system and we are in the process of updating our FAQ section based on the questions and feedback we have received. Please visit our FAQ for information on how to use and navigate the new system. If you are logging-in for the first time, please click here for a step-by-step guide to getting started.
Phone & Web Chat Response Times
We are continuing to re-allocate internal staffing to provide additional Contact Center support and reduce response times during this transition period. We thank you for your patience. NOTE: When choosing the CALL BACK OPTION, please listen carefully through all the prompts to ensure your call is processed correctly.