WE’RE UPGRADING OUR CORE SYSTEM
TO BETTER SERVE YOU!
“Our Mission is to help our members live better lives… every, single, day.”
Staying true to our Mission statement, the core system upgrade will enable your credit union to readily adopt new technologies to better serve our members. We are excited about the new core operating system efficiency and its focus on member relationship. The System Upgrade is scheduled from Friday, April 30, 2021 to Monday, May 3, 2021.
What is a core system in the financial industry?
A core banking system is the software used to support financial institutions in their daily transaction processing. Elements of the core system include making and servicing loans, opening new accounts, processing account deposits and withdrawals and maintaining all accounts financial records.
What to expect during the system upgrade?
Important System Upgrade Dates
Shared Branching Service Interruption Notice
- Lahaina Branch - Shared Branching Service Not Available Monday, April 19 to Friday, May 14
- Kahului Branch - Shared Branching Service Not Available Monday, May 3 to Friday, May 14
Thursday, April 29th
- Online Banking & Mobile Banking New/First-Time Enrollment
In preparation for our SYSTEM UPGRADE from April 30th to May 3rd, new/first-time account enrollment services for Online Banking and Mobile Banking will not be avaialble. Members who plan to sign up for our Digital Banking Services must do so before Thursday, April 29th. Digital Banking enrollment services will resume on Monday, May 3, 2021.
Friday, April 30th through Monday, May 3rd
- Debit Cards, ATM Cards, Online Banking, Mobile Banking and Phone Banking
During our SYSTEM UPGRADE from Friday, April 30th to Monday, May 3rd there will be an interruption in banking services:
- Debit and ATM cards – Limited access.
- Online Banking will not be available.
- Mobile Banking App will not be available.
- Telephone Banking will not be available.
Due to the interruption of banking services during the SYSTEM UPGRADE weekend, we highly recommend that our members make the necessary preparations in advance. Take out extra cash for the upgrade weekend, plan to make purchases using your debit card no later than Thursday, April 29th, and prepare your finances accordingly.
We understand the banking system upgrade will impact your ability to conduct your normal banking during that weekend. We appreciate your attention and apologize in advance for this inconvenience.
More information on our SYSTEM UPGRADE will be available very soon on the System Upgrade page of our website at www.vicfcu.org/home/about-us/systemupgrade.
Monday, May 3rd
- Branch Locations Temporarily Closed
All branches will be closed on Monday, May 3rd so that the staff can ensure a smooth and accurate transition has taken place.
Lahaina Branch Temporarily Closed effective Monday, May 3, 2021
- Due to our system upgrade and staff training, our Lahaina Branch will temporarily close effective Monday. May 3, 2021 until further notice.
System Upgrade Questions & Answers
When will the System Upgrade take place?
The SYSTEM UPGRADE will take place from the close of business on Friday, April 30, 2021 through Monday, May 3, 2021. All branches will remain closed on Monday, May 3rd so that the staff can ensure a smooth and accurate transition has taken place.
Why is the Lahaina Branch going to stay closed after May 3rd?
Our Lahaina Branch will be temporarily closed on Monday, May 3rd until further notice due to a system upgrade and staff training.
Our credit union had a difficult time making this call. After the completion of our latest core system upgrade on May 3rd, our staff must be prepared to assist our members with any problems or concerns that may arise because of the upgrade. In order to provide our members with the best service possible, Lahaina branch will temporarily serve as our call center.
Why is the system being upgraded?
To improve our services, increase efficiency, and accommodate growth, we are upgrading our system. Our new system will allow us to provide you more capabilities and offerings, enhance your experience with us and ensure easy adoption of new technologies. The new system will focus on member relationship or “person centric” to better service all your financial needs.
Where can I learn more about the upgrade?
Information on our SYSTEM UPGRADE will be available very soon on the System Upgrade page of our website at www.vicfcu.org/home/about-us/systemupgrade.
Why does the system upgrade take several days?
We want to ensure the various systems are running properly before they are made available to our members. Although we are making the enhancements as quickly as possible, and this timeframe is considered typical, we sincerely apologize for any inconvenience this may cause and thank you for your patience.
Will the Shared Branching Service be available during the SYSTEM UPGRADE weekend?
No. Shared Branching Services will not be available.
Will I have access to Online Banking & Mobile Banking during the upgrade?
No, Online Banking and Mobile Banking will not be avaialble during the upgrade starting Friday, April 30, 2021 to Monday, May 3, 2021.
Will Phone Banking be available during the upgrade?
No, Phone Banking will not be available during the upgrade weekend starting Friday, April 30, 2021 to Monday, May 3, 2021.
Will Online Banking & Mobile Banking Account Enrollment be available during the upgrade?
In preparation for our SYSTEM UPGRADE weekend, from April 30th to May 3rd, new/first-time account enrollment services for Online Banking and Mobile Banking will not be available. Members who plan to sign up for our Digital Banking Services must do so before Thursday, April 29th. Digital Banking enrollment services will resume on Monday, May 3, 2021.
Will Online Loan Applications be available during the upgrade?
No, Online Loan Application will not be available during the upgrade.
Will Online BillPay be affected during the upgrade?
The ability to set up a new Online BillPay transaction will not be available during the upgrade. Existing BillPay transactions will be processed accordingly.
Will my Debit Card & ATM Card work during the upgrade?
During the system upgrade, access to conducting transactions using your Debit and ATM cards will be limited. We highly recommend that members prepare for our upgrade weekend by withdrawing sufficient cash before and/or using other payment methods such as our VISA Gold or Platinum credit cards.
Will my Debit Card or ATM Card PIN Number change?
No, your Debit and ATM card PIN number will not change.
Will my Credit Card work during the SYSTEM UPGRADE dates?
Yes, members can use their Credit Cards during the SYSTEM UPGRADE dates.
Will my Phone Banking Login change?
Yes. Members will need to re-enroll in our new Phone Banking system. On Monday, May 3, 2021, the new system will go live. To participate in the latest Phone Banking system, call 1-833-674-0919 and follow the security authentication instructions.
Will my Account Number change?
No, account numbers will not change.
Will my User ID and Password for Online Banking change?
No, your Online Banking username and password will remain the same before the upgrade.
Will my loan number change?
Yes. All loans numbers in the new SYSTEM UPGRADE will be assigned a loan ID starting with 200. If you have more than one loan with our credit union, the first loan ID will be 200, and the 2nd loan ID will be 201 and so forth. Members using bill pay to make loan payments will need to update their bill pay checks memo reference to reflect the new loan ID number.
Will my Statements change after the upgrade?
No. You will notice a difference when it comes to looks, but otherwise your information and the content of the statement will remain the same. The only notable change will be the masking (partial covering) of your account number to improve the privacy of your account number.
Will my information be secure throughout the upgrade?
Yes, your security is always our top priority, and your account information will remain protected as we complete the upgrade.
Will my established Online Banking Alerts remain the same?
Yes, your established Online Banking Alerts will remain the same.
Will my account Online Banking History still be there?
Yes, your Online Banking account history will remain the same.
Will my Online Banking Scheduled Transfers continue to work?
Yes, any scheduled transfers (account to account or automatic payments) you have established in Online Banking will remain in place as scheduled, EXCEPT if you have scheduled transfers during the system upgrade weekend dates of May 1st and 2nd. Your credit union team will manually post any scheduled transfers that will occur during the system upgrade weekend.
Will my Direct Deposit remain in place?
Yes, all transactions will clear and post to your account normally.
Will my Authorized Online Banking Sub Users continue to have access?
Yes, your sub-users will continue to work. However, you may need to re-enable the sub-user or re-associate the accounts a sub-user has access to.
Where Can I Go for Help?
If you need additional assistance, please give us a call at (808) 877-3232, schedule an in-branch appointment, or send an email to email@example.com.
What Should I Do to Prepare?
Our fundamental goal is to minimize the impact on our members, so we have worked diligently to make the transition as seamless as possible for you. While most of the process will take place behind the scenes, we encourage you to plan and address any of your needs before our upgrade weekend to help avoid any major inconvenience.
• Mark your calendar of our system upgrade.
• Schedule an In-Branch Appointment to take care of any special In-Brach related transactions.
• Take note of your account balance as of April 30th and verify your balance for accuracy on May 3, 2021. Please be sure to also note any automatic payments or scheduled transfers that may affect your account balance.
• Get cash for the System Upgrade weekend or confirm your credit cards are ready to go.
• Download or export your transaction history just in case you need access to them over the upgrade weekend.
• Connect with us via Social Media, Home Banking Page, or the credit union Website for updates on our System Upgrade.