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812-253 MYCU(6928)

As we recently announced, Heritage Federal Credit Union will undergo a data system upgrade during 2009. This section of the website will have the most recent up-to-date information regarding our upgrade. You can always tell when this information was updated by looking at the revised date.

All Times Listed are C.S.T.

Answers to Your Questions About the
Data System Upgrade

Here are some system upgrade questions that you may be thinking about asking.

Q:  When will the credit union branches be closed for the data system upgrade and when will they reopen?

A:  All Heritage Federal Credit Union branches will be closed on Saturday, October 31, 2009 through Monday, November 2, 2009.  Branches will re-open for business on Tuesday, November 3, 2009 at their normally scheduled time.

Q:  How will Online Banking be affected during the data system upgrade?

A:  Online Banking will be unavailable beginning 3:00 p.m., Friday, October 30, 2009 through Monday, November 2, 2009.  Service will resume at 12:01 a.m. on Tuesday, November 3, 2009.  Enrollment for new Online Banking accounts will cease on Wednesday, October 28, 2009 and the credit union will resume accepting new enrollees on Tuesday, November 3, 2009.

Q:  Since Online Banking is being impacted with the data system upgrade what will be the impact to the Bill Pay service?

A:  Bill Pay will be unavailable beginning at 3:00 p.m., Friday, October 30, 2009.  You will not have access to view, add, delete or modify any payments.  Service will resume at 12:01 a.m. on Tuesday, November 3, 2009.  Any payments scheduled for payment after 3:00 p.m., Friday, October 30, 2009 through Monday, November 2, 2009 will not be processed until Tuesday, November 3, 2009.  Enrollment for new bill pay service will cease on Wednesday, October 28, 2009 and the credit union will resume accepting new bill payment accounts on Tuesday, November 3, 2009.

Q:  Will Telephone Banking be available during the data system upgrade?

A:  No.  Telephone Banking, also known as Express Line Anytime, will be unavailable beginning 6:00 p.m., Friday, October 30, 2009 through Monday, November 2, 2009.  Service will resume at 12:01 a.m. on Tuesday, November 3, 2009.  Express Line Anytime will become Telephone Banking.

Q:  Will the Information Center be open during normal business hours during the data system upgrade?

A:  Yes.  Heritage Federal Credit Union’s Information Center at (812) 253-MYCU (6928), or (800) 858-1693 US Toll-free WILL be available for general questions regarding the data system upgrade on Saturday, October 31, 2009 from 8:30 a.m. – Noon and Monday, November 2, 2009 from 8:30 a.m. – 4:30 p.m.  However, no business transactions will be able to be conducted until 7:00 a.m., Tuesday, November 3, 2009. 

Q:  What will happen after the data system upgrade to the Information Center’s hours?

A:  To better serve you our Information Center will have expanded hours during the first couple of weeks after the data system upgrade. We will operate as normal on Saturdays from 8:30 a.m. – Noon.

• Tuesday, Nov. 3, 2009 – Friday, Nov. 6, 2009; 7:00 a.m. – 7:00 p.m.
• Monday, Nov. 9, 2009 – Friday, Nov. 13, 2009; 7:00 a.m. – 7:00 p.m.
• Please Note:  The credit union will be closed in observance of Veterans Day on Wednesday, November 11, 2009.

Q:  Does the credit union anticipate increased call volume coming into the Information Center?

A:  Yes.  It is not uncommon for financial institutions to see increased call volume right after a data system upgrade.  We ask all of our valued credit union members to be patient with the credit union staff as we strive to answer the calls as quickly as possible and spend as much time with each member as is required to answer their specific questions.  The Information Center wait times and actual call times are anticipated to be longer than normal during the first month after the data system upgrade.

Q:  What plans has Heritage Federal Credit Union put in place in the Information Center to assist members after the data system upgrade? 

A:  We have planned and prepared for this data system upgrade for more than two years.  The credit union has increased the Information Center staff with both full time and temporary employees to handle the anticipated increased call volume after the data system upgrade.  In addition, not only has the credit union trained all Information Center employees on our new systems, but we have also trained staff members from other departments to assist in taking member calls for the first few weeks until the call volume decreases.

Q:  Will my Heritage Federal Credit Union ATM Card, Visa Express Check Card and Visa Credit Card continue to function?

A:  Yes.

Q:  What will happen to the Heritage Federal Credit Union ATMs?

A:  Heritage Federal Credit Union ATMs will be available only for withdrawals from Wednesday, October 28, 2009 through Monday, November 2, 2009.  Members will not be able to perform balance inquiries, transfers or deposits from Wednesday, October 28, 2009 through Monday, November 2, 2009.  Members may use Alliance One Network ATMs without service fees during the data system upgrade (visit www.hfcu.info for a complete list of locations).  Your Heritage Federal Credit Union card also will function at other non-Alliance One Network locations, however service charges may apply. ATMs will be reactivated for normal business on Tuesday, November 3, 2009.

Q:  Can I use the Night Drop during the data system upgrade?

A:  Yes.  However, Night Drops will not be processed after 8:30 a.m. on Friday, October 30, 2009.  Processing will begin again on Tuesday, November 3, 2009.

Q:  How will the credit union handle mortgage loan applications and funding of new mortgage loans during the data system upgrade?

A:  Heritage Federal Credit Union will accept mortgage loan applications through our mortgage loan officers or online at www.hfcu.info.  However, loan-funding transactions will not be available until 8:00 a.m. Tuesday, November 3, 2009.

Q:  When will Heritage Federal Credit Union function as normal?

A:  Heritage Federal Credit Union Branches, Information Center, Online Banking, Bill Pay, Telephone Banking, ATMs and Night Drops will be reactivated for normal business on Tuesday, November 3, 2009.

Q: You may ask what is a system upgrade?

A: Plain and simple, Heritage Federal Credit Union is upgrading from one computer system to another. This system stores our member information and handles the operations of the credit union.

Q: Why is Heritage Federal Credit Union upgrading to a new system?

A: While our current system is up to standards and functioning properly, technology changes quickly. This upgrade allows us to be proactive and keeps us ready to serve our growing membership and their changing needs today and for many years into the future.

Q: Are my accounts and personal information safe during the upgrade?

A: Absolutely. Security and privacy are top priorities for us. Not only does Heritage Federal Credit Union follow stringent procedures to protect member information, part of the credit union’s due diligence during the selection process in 2008 was to ensure that our new vendor also invests in their employees and technology to maintain a secure operation.

Q: What will remain the same and what will change as a result of the system upgrade?

A: We are working to minimize member impact and the credit union desire’s to have a seamless conversion for our members. Please watch our website, future editions of the Dividend, online banking messages of the day, and your mailbox for updates throughout 2009 as we continue preparing for this milestone. You can rely on us to keep you up-to-date with changes and, on the things that won’t be changing, continuing our commitment to superior member service.

Q:  Should I update any information with the credit union prior to the data system upgrade?

A:  Yes, since Heritage Federal Credit Union will be going through the data system upgrade during the rest of 2009 it is a good time for all members to make sure that the credit union has the correct member contact information on file. Please make sure that your mailing addresses, contact phone numbers (home, work and cell phones) and e-mail addresses are updated.  This will ensure that we have the correct information on file for you. Members may be asked for this information when they call into the credit union or upon visiting a branch location.

Our employees are very excited about all the great things coming with this upgrade. It is necessary in order for us to satisfy your growing needs and we know you’ll be pleased with the results!

At Heritage Federal Credit Union we value you as a member and look forward to serving you.