New Changes to Virtual Branch and Bill Pay

We have exciting news – Service One Credit Union’s Campbell Lane Branch isn’t the only upgrade occurring this summer.  On July 30th Service One’s Virtual Branch became Home Branch!  Please carefully review the following information regarding instructions to access your Home Branch account.

Your Home Branch logon is your member account number.  Your initial password is the last 4 digits of your social security number.  You should change your password the first time you log on. Please make your password 8 characters in length. Your password should contain at least one UPPER CASE letter and at least one of the following symbols: !@#0^&*

New and Improved Services

• Bills may be received and viewed from over 370 billers
• Funds are deducted on the date your payment is due (in most cases)
• Many payments can be made the same or next day
• The user-friendly Payment Center can be used to manage all bill payment activity from one convenient screen
• Bill Reminders provide a notification when a payment should be scheduled or when a bill has been paid
• The dynamic calendar feature assists with identifying the earliest available payment date

Who to Contact with Questions

If you have questions regarding Home Branch or the new Bill Pay service, please contact our Member Information Specialists at (800) 759-8500.  They will be happy to help you during this transition.  We look forward to serving you with our new and improved services.

FAQs

Computer System Upgrade – Frequently Asked Questions

Thank You for Your Continued Patience

We have spent months preparing and testing to make the transition as smooth as possible. While our intent is to continue to provide the same level of service you have come to expect, please understand if our call volume is higher and transaction times are slightly longer as we become accustomed to the new system. We appreciate your support as we adapt to the new system to serve you better.

Overview Questions

Will any important telephone numbers be changing?

All telephone numbers and extensions will remain the same.

Is my Member Number changing?

Your member number will remain the same. The sub-product, or suffix numbers may be different. There will be an account description that will help you distinguish between your various sub-products.

Do I need to order new checks?

Replacement checks will not be necessary. The micr information on your checks and SOCU’s routing and transit numbers will remain the same.

Will I need a new Debit or Credit Card?

You will continue to use your existing Debit and Credit Cards.

Will my direct deposit or automatic payments continue to post after the system upgrade?

Yes, the system changes will not affect direct deposits to SOCU accounts. You will not experience any delay, and there is no need to contact those who make your direct deposit. Automatic withdrawals from SOCU and automatic payments to SOCU loans and lines-of-credit will also be unaffected. However, please check your statements for discrepancies as an added precaution.

Will anything change on my SOCU loan or mortgage?

There will be no change to your loan or mortgage schedules. All terms and repayment arrangements will remain the same.

How will the system upgrade affect my statements?

The layout of your statements will be similar to what you are accustomed to seeing. Statements will continue to be generated as of the end of the statement period.

What about E-Statements?

E-Statements for all of 2010 should be available beginning August 28th. July transactions can be viewed through Home Branch after August 2nd , or you can request a paper copy if you should need that statement prior to August 28th.

One Call (Audio Response System) Questions

How will I access One Call after the upgrade?

You will still call SOCU’s phone number (270-796-8500 or 800-759-8500) to access One Call. Your new logon will be your account number and your temporary pin will be the last 4 digits of your social security number. You will be asked to change your pin the first time you log on.

Will I still have access to transaction history from One Call?

Transaction history that occurred prior to the conversion will NOT be available. You will be able to access transaction history that occurs after August 2nd.

Virtual Branch Questions

Will I still have access to transaction history?

Transaction history that occurred prior to the conversion will NOT be available.

Will I still be able to view checks that have cleared my account?

Images of checks that cleared prior to the conversion WILL NOT be available. You WILL be able to view images of checks that clear after August 2nd.

What about my scheduled recurring transfers in Virtual Branch?

These items will need to be reset in Home Branch after the upgrade.

How do I log on to Home Branch after the conversion?

Your Home Branch logon is your Member Account number. Your temporary password is the last 4 digits of your social security number. You will be asked to change your password the first time you log on. Your password must be at least 8 characters long, contain at least one UPPER CASE letter and at least one symbol. If you accidentally lock yourself out, just call our Member Information Specialists and they can reset your login.

On-Line Bill Pay Questions

What information will be transferred?

Your current subscriber, biller contact and account information will be automatically transferred. You do not need to re-enter this information in the new Bill Pay system. In addition, your scheduled and recurring payments will also be transferred.

What information will NOT be transferred?

Your Bill Pay payment history prior to conversion will not be transferred.

When will the new Bill Pay system be available?

The new Bill Pay system with its new features and benefits will be available on August 4, 2010.

What are the features of the new Bill Pay system?

Bills may be received and viewed from over 370 billers. Funds are deducted on the date your payment is due (in most cases). Many payments can be made the same or next day. The user-friendly Payment Center can be used to manage all bill payment activity from one convenient screen. Bill Reminders provide a notification when a payment should be scheduled or when a bill has been paid. The dynamic calendar feature assists with identifying the earliest payment date.

Who Should I Contact With Additional QUESTIONS?

If you have questions regarding any part of the conversion process (including One Call, Home Branch, or On-line Bill Pay), please call our Member Information Specialists at (800)759-8500. They will be happy to assist you during this transition. We look forward to serving you with our new and improved services.