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. At the same time, we recognize that our members are gaining familiarity with the new system, and thank everybody for their time and patience. Below is an update on our progress.
Bill Pay & Transfers Progress
Our team remains focused on resolving issues related to the conversion of Bill Pay and scheduled Transfers.
Bill Pay – The majority of work to migrate ‘Payees’ over to the new system has been completed. We’re now in the process of fulfilling member service requests to make changes or adjustments to their Bill Pay. If you have questions or need assistance, please reach out to our Contact Center or send us a Secured Message within Online or Mobile Banking. When composing your Secured Message, please choose ‘Bill Pay Inquiry’ as the subject.
Transfers – We expect to have the majority of work migrating the remaining ‘Transfers’ information over to the new system by the end of next week. When this has been completed we’ll be communicating directly with affected members via Secured Messaging, prompting them to review the work which has been done and providing further instructions on how to use the new Transfers tool. If questions arise while this work is underway, reach out to our Contact Center or send us a Secured Message within Online or Mobile Banking. When composing your Secured Message, please choose ‘Transactions Inquiry’ as the subject.
We’d like to reaffirm our commitment to reimbursing members for any unexpected fees or penalties caused by Bill Pay or Transfers issues related to our conversion. We will work directly with reporting bureaus to ensure any payments disrupted by the rollout do not affect your credit score.
Phone & Web Chat Response Times
Contact Center response times are continuing to improve, but remain longer than what our members expect and deserve. We expect service levels to return to normal in the next several weeks, and thank you for your continued patience. NOTE: When choosing the CALL BACK OPTION, please listen carefully through all the prompts to ensure your call is processed correctly.
Contact Center Available on Christmas Eve from 9AM to 1PM (Pacific)
Our Contact Center will be available to provide member support on December 24th, from 9AM to 1PM (Pacific). It will be closed on Christmas Day, and re-open on December 26th at 7AM (Pacific).
Frequently Asked Questions
We have updated our FAQ section based on the questions and feedback we have received, and encourage members to utilize it as a resource to help learn about (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.