Altra Technology Upgrade - Altra Federal Credit Union

Altra Technology Upgrade
Frequently Asked Questions
Why is Altra upgrading its system?
Our core system – the engine that drives all of our services – is being upgraded to support new technology,
increase our process efficiencies, and ultimately provide a more seamless experience for you, our members.
It will also allow us greater flexibility to provide expanded products and services in the future.
UPGRADE WEEKEND
Friday, April 8 (7:00 pm CT) through Monday, April 11, 2016
Will Altra branches be open during the upgrade?
No. All Altra Federal Credit Union branches will be closed Saturday, April 9 through Monday, April 11.
Branches will reopen with regular business hours on Tuesday, April 12.
Will the Member Contact Center be open during the upgrade?
No. The Member Contact Center will be closed from 6:00 pm CT Friday, April 8 through Monday, April 11.
Our Member Contact Center will reopen with regular business hours on Tuesday, April 12.
Lost or Stolen Cards: For assistance during the upgrade, please call the number on the back of your card,
or visit altra.org/personal/credit-cards/lost-stolen-card for contact information.
Will Online & Mobile Banking, Bill Pay or Anytime Deposit be available during the upgrade?
No. You will not be able to access these services, view accounts or perform online/mobile transactions during the
upgrade. These services will become available when branches reopen on Tuesday, April 12.
Will Call 24 be available during the upgrade?
No. You will not be able to access this service during the upgrade. Call 24 Automated Account Access
will become available when branches reopen on Tuesday, April 12.
Can I access my Tax forms & eStatements during the upgrade?
No. Tax forms will not be available during the upgrade, but they will be available before and after the upgrade.
If you receive Altra eStatements, we encourage you to download your statements/tax forms prior to Friday, April 8.
Log in to Online Banking > Online Services > eStatements to access.
Can I use my Altra Checks, Debit card and Visa® Credit card during the upgrade?
Yes! Existing Altra Checks, Debit cards and Visa® Credit cards can be used without interruption to make purchases
throughout the upgrade weekend and after.
Can I withdraw cash during the upgrade?
ATMs and cash back from merchants will be the only way to withdraw cash from your accounts starting Friday,
April 8, at 7:00 pm CT, until Altra branches reopen on Tuesday, April 12. If you have an Altra Debit card that
has not been activated yet, please activate your card before Friday, April 8.
I don’t have an Altra Debit card—how do I access cash during the upgrade?
Please contact Altra or visit your local branch to request a free Instant-Issue Debit card before Friday, April 8 ,
or we recommend that you withdraw cash for that weekend at your local branch before Friday, April 8.
Altra Technology Upgrade
Frequently Asked Questions
Can I make a Smart ATM deposit during the upgrade?
Yes. However, deposits made at Altra Smart ATMs during the upgrade will not be available for
withdrawal until Altra branches reopen Tuesday, April 12. The ability to check account balances at
the ATM or on your ATM receipt will not be available until Altra branches reopen Tuesday, April 12.
Can I use CO-OP Shared Branches during the upgrade?
No. You will not be able to use any CO-OP Shared Branches to perform transactions on your account
during the upgrade. This service will become available for Altra members again on Tuesday, April 12.
Will my Automatic Deposits, Withdrawals, and Payments continue during the upgrade?
Yes. All automatic deposits, withdrawals, and transfers will continue as usual. Direct Deposit and cross-account transfers
between Altra accounts will continue as usual. Online Banking/Bill Pay scheduled transfers will continue as usual.
Please Note: ATMs and cash back from merchants will be the only way to withdraw cash from your accounts beginning
Friday, April 8, at 7:00 pm CT, until Altra branches reopen Tuesday, April 12.
Will my Bill Pay transactions continue during the upgrade?
Yes. Bill Pay transactions will be processed as scheduled without interruption. However, you will not be able to schedule
any new payments during the upgrade.
Why are you asking me to update my email address?
We need your valid email address to ensure that you receive important information and changes to your account coming
with the Technology Upgrade. You may update your email through your Online Banking account (select the User Options
tab), by phone at 800-755-0055, or at your local Altra branch. Please add [email protected] to your approved
email sender list to ensure you receive these important emails.
Is my member number changing after the upgrade?
• If you only have one member number with Altra, your member number will remain the same.
• If you have multiple member numbers, your accounts will be consolidated under one member number – generally,
the oldest or most active member number. We will now allow only one member number per social security number.
Are my account numbers changing after the upgrade?
The way your accounts are identified will change. Currently, your Altra account number is your member number
(four to six digits) plus a two-digit suffix, which indicates the type of account.
After the upgrade, all account numbers will be 10-digits. Suffixes are being eliminated. Each of your accounts will still
have a unique account number. See example to the left or view our
Technology Upgrade Member Guide for complete details.
Your full 10-digit account number(s) will be displayed in online
banking for 30 days after the upgrade. After that, account numbers
will be masked for security.
Checking accounts will use the current MICR number (the
encoded number on the bottom of your checks) as the 10-digit
account number. This means you will NOT have to change existing
direct deposits, automatic payments/transfers or order new checks.
Altra Technology Upgrade
Frequently Asked Questions
After the upgrade, you will be able to conduct business at Altra without your account number(s).
Your name, member number, social security number or other information will be used to verify your identity.
You will need your full 10-digit account number(s) to conduct business at CO-OP Shared Branches
and to set up NEW automatic payments. Please contact Altra for this information.
IMPORTANT!
You will NOT need to order new Altra Checks, Debit cards or Credit cards.
After the upgrade, your Checking account will use the check MICR number as your 10-digit
Checking account number. Your Debit card and Credit card numbers will not change.
This means you will NOT have to change existing Direct Deposits, automatic payments, transfers
or order new Checks or new cards. All automatic deposits or withdrawals you have set up will
continue without interruption. Continue to use your existing Check(s), Debit cards and Credit cards as usual.
Do I need to change my Direct Deposit or Automatic Transfers?
No. You will NOT have to change Direct Deposits, automatic transfers, or order new Checks. Any automatic deposits
or withdrawals you have set up will continue without interruption.
Will my Automatic Deposits, Withdrawals, and Payments continue during the upgrade?
Yes. All automatic deposits, withdrawals, and transfers will continue as usual. Direct Deposit and cross-account transfers
between Altra accounts will continue as usual. Online Banking/Bill Pay scheduled transfers will continue as usual.
Please Note: ATMs and cash back from merchants will be the only way to withdraw cash from your accounts beginning
Friday, April 8, at 7:00 pm CT, until Altra branches reopen Tuesday, April 12.
If my automatic transfer is set to occur on a day that falls on a weekend or holiday, will the transfer
happen on that day or on the next available business day?
After the Upgrade, all ATAs (automatic transfers) will be made on the date specified, even if it falls on a weekend
holiday.
Example: You have a transfer set for a payment on the 1st of the month because your payroll comes on the 1st and 15th.
The 1st is a Sunday this month. Previously, your transfer would have been made on Monday, but now it will be taken from
your account on Sunday, the 1st.
Please note: ACH deposits do not post on weekends or holidays, so in this example, your payroll will not yet be available to
cover the transfer. You may want to review the dates set up for any ATAs and adjust them accordingly.
Will the Technology Upgrade affect my statement(s)?
As a part of our Technology Upgrade, we’re giving your statements a new updated look and feel. For the month of April,
you will receive account statements in both the existing format and in the new statement format.
• You will receive a statement for April 1 through April 8 in the existing statement format.
• After April 9, you will receive statements in the new statement format.
• The delivery and frequency of your statements will not change.
Altra Technology Upgrade
Frequently Asked Questions
• If you currently receive free eStatements through Online Banking you will continue to do so.
•
If you currently receive statements by U.S. mail, we can continue to send them by U.S. mail but you will be charged
a $1.00/monthly statement fee and/or $1.00 per quarterly statement fee. (If you use Altra Online Banking, you automatically
have free access to view and download your monthly and/or quarterly account eStatements, account notices, tax forms,
mortgage statements and other documents).
Will my dividend payments be affected by the upgrade?
No. Dividends will continue to be posted at month end.
Will my PIN number(s) change?
No. There will be no changes to your Visa® Debit card PIN or your Call 24 automated account access PIN.
Will the Technology Upgrade affect how I log in to Online or Mobile Banking?
No. The way you log in to Altra Online Banking and/or Mobile Banking will not change.
Immediate Benefits of the Upgrade
While many of the Technology Upgrade changes will be behind the scenes, and others will be coming in the near future,
there are some benefits you will see right away:
• More efficient, personalized service – Your entire account relationship will be visible on one screen, allowing Altra staff
to assist you in multiple ways.
• Enhanced Identity Verification – Driver’s License/ID card scanning will provide additional security.
• Streamlined transactions – Conduct business at Altra without the use of account numbers.
• More complete information – Business account balances will be shown on receipts.
We’re here to help
If you have questions, concerns, or need any assistance with your accounts, please contact us at 800-755-0055
or stop in at your nearest branch to speak to one of our Member Service Specialists. We’re here to help!
It’s where you belong!