Questions?

Starting April 27, we’ve temporarily extended our service center hours to 7 a.m.– 7 p.m. Tuesday through Friday and 8 a.m. to 2 p.m. on Saturday. Call us at 800.448.9228 and select option 4 or email us at [email protected].

Member + Account Numbers

You now only have one membership number, even if you have more than one membership. Your membership number will be the oldest number of all open memberships, and all other memberships/accounts will roll up under that number.

Statements

You will receive two statements for April. One for transactions through April 23, which will be mailed to all members regardless of whether you receive eStatements or not. A second statement for transactions April 24-30 will be delivered based on your delivery preference. Dividends will post and be reflected for the time period range on each statement.

Statements are receiving a makeover! View an example statement.

Each member listed on the account will receive a statement.

You will continue to receive a statement according to your preference—either paper by mail or eStatement through online banking. You can change your preference in online banking. 

• Note: If you currently receive an eStatement and switch to a paper statement, there will be a $2 fee per monthly statement. eStatement members with Kickback Checking® who switch to paper statements will not earn dividends.

If you have an escrow account, you will no longer see a separate deposit account. Your escrow balance will be listed on your mortgage statement.

Please note that mortgages, which were previously included on deposit statement, and credit cards will have separate statements. If you receive paper statements, they will be mailed with your other statements.

Online Banking + Bill Pay

Starting April 27, you will use the following login process. Please note: you will only need to complete these steps once for accessing both online banking AND the mobile app.

Existing Users:

• When you log in for the first time, you will click FORGOT Password, accept the terms and conditions, enter your username and SSN/TIN and a temporary password will be sent.
• You will need the email address or phone number associated with the account.
• Update your password to meet the new requirements: 8 characters long and include a lowercase and uppercase letter, number and special character. Your new password may be the same as your previous password as long as it meets the password requirements.
• If you are a joint account owner, you will need to create a new username to access the accounts. Select register (rather than login) and follow the registration process. Due to increased security requirements, the username and password can’t match the primary account owner’s login details.
• Joint Owners / Never Logged into Online Banking
  • Click REGISTER
  • Select Individual or Business
  • Accept disclosure
  • Check to make sure your computer can read/open a PDF document
  • Enter SSN/TAX ID and birth date (Individuals) or SSN/TAX ID and Email (Business)
  • Temporary password will be sent.
  • All accounts associated with the same Social Security number (SSN) will be viewable with the same online banking login.

New Users:

• Click REGISTER
• Select Individual or Business
• Accept disclosure
• Check to make sure your computer can read/open a PDF document
• Enter SSN/TAX ID and birth date (Individuals) or SSN/TAX ID and Email (Business)
• Temporary password will be sent.
• Create a new memorable username and a secure, complex password.

Alerts and Notices: There are great new options, so you will need to set up new loan payment reminders, low balance notices or other alerts in the new system. (Old alerts and notices will not transfer over.)

Your payees in Bill Pay will transfer to the new system.

Mobile App + Mobile Deposit

After upgrade weekend:

• Apple users will receive an automatic update to the Verve mobile app.
• Android users will need to delete the old Verve mobile app and go to the Google Play Store to download and install the new version of the app.

Starting April 27, you will not need to log in separately for mobile deposit and can use your current online banking username. If you are already enrolled in mobile deposit, you will log into the mobile app, accept the user agreement (only the first time you use it) and be able to start depositing checks.

Debit Cards, Credit Cards, Checks

Your debit and/or credit cards will work as normal.

Your existing checks will work (unless you’ve been notified in a separate communication).

Bank by Phone + Text Banking

Starting April 27, you will call 800.448.9228 and select option 1. Use your new account number format and the last four digits of your Social Security number as your temporary PIN. You will be prompted to change your PIN the first time you call.

Text Banking will no longer be available. Online banking and the mobile app will offer new features and a better user experience to help replace this service.

Transfers

Transfers (internal and external) you currently have set up will transition to the new system.

A small number of transfers did not transition to the new system and those members were notified prior to the upgrade.

If you log in to online banking and can’t see or can’t edit a transfer, call 800.448.9228 and select option 4 and we will help you re-setup the transfer.