Guide to Our System Upgrade
As a result of this upgrade, we have made adjustments to certain aspects of your banking experience and notified members of our Change in Terms.
Please see below for what this upgrade means for you.
Frequently Asked Questions
Why I am now seeing multiple accounts in Online Banking?
Following the system upgrade, you are now able to view all accounts that you are a joint member on when logged into online banking. If you would like to reorder, rename or hide any accounts, please follow the below steps:
- Log into online banking via the web (not the mobile app)
- Go to “My Settings”
- Scroll all the way down to rename & hide your accounts
- Use the drag and drop feature to move accounts, and uncheck any accounts you don’t want seen
- Use the “nickname” feature to name your accounts
I incurred overdraft fees as a result of this update. Will I be reimbursed?
We will reimburse any overdraft or Courtesy Pay fees incurred from Friday, October 8 at 6 p.m. to Tuesday, October 12 at 6:30 p.m. ET.
Are my products going to change?
We still offer the same great savings and lending products you come to expect from us, and will be able to serve you better. As a result of our upgrade, we have made adjustments to certain aspects of your banking experience and notified members of our Change in Terms.
Has my member number changed?
For enhanced member security and a simplified banking experience, members in the following groups have received new member numbers:
- Members whose Social Security Number was also their member number.
- Members who had multiple member numbers. If you had multiple member numbers, your number has collapsed to the oldest member number on file.
Where can I find my member number?
Your member number can be found within our app or in online banking, under “My Settings.” In the Personal Information section, your name will appear directly above your member identification number.
If you do not have online banking, you should have received a letter from us in September indicating your new member number.
Have my account numbers changed?
Previously, all account numbers had the same digits as your member number, but a different suffix. Following our system upgrade, we are no longer be using suffixes. Instead, your suffix is combined with your member number to create your updated account number for each type of account you have with us (e.g. checking, personal loan, etc.).
For example, if your checking account number was 12345678-02, wherein your member number was 12345678 and -02 denotes that’s your checking account. Your new checking account number is 1234567802, without the suffix.
Will I still need my Call24 PIN?
Our phone menu options have changed to better serve you through Star, our virtual assistant. You no longer need your Call 24 PIN when you call our Contact Center.
Will there be a change to my statements?
Due to our system upgrade, members will receive two statements in November, reflecting their October activity – one reflecting activity prior to the upgrade, and one for the remainder of your October account activity. These will be sent to you together in one mailing, at the normal time you always receive your statement. You may notice a slight change in the appearance of your statement, including seeing the last four digits of your account numbers. Previously, you would only see the suffix of your account number. Please do not be alarmed – this is correct and part of our upgrade to secure your information and safeguard your privacy.
I am a joint owner on an account or have been granted access to view someone else’s accounts. How have I been impacted?
Following the system upgrade, you are now able to view all accounts that you are a joint member on when logged into online banking. If you previously had access to view another member’s account that you are not a joint owner on because you had been given permission to do so, you can no longer see that account in online banking. If you have not already created your own online banking account, we highly encourage you to do so, and to not share your login information with anyone else.
I am a joint owner or an authorized user on someone else’s Visa® credit card. How have I been impacted?
Similar to the above, if you are a joint owner on someone’s credit card account, you will continue to have the ability to view this account in online banking. If you are an authorized user, but not a joint owner, you can no longer see that Visa® account in online banking.
Only members and joint members on a credit card, or any other Service CU account, are able to access their accounts in online banking and our mobile app.
Do I need to reset any automatic payments or transfers?
Even if your member number has changed, you will not need to make any changes to your direct deposit, bill payments or transfers to non-members.
However, member to member transfer history has not been saved following our system upgrade, and any transfers to other members will need to be set up again in online banking.
Please note, if you are establishing a new automatic payment on or after October 12, please make sure to use your full account number to establish your payments.
Why must I show my ID in branch?
For enhanced security, we are asking that anyone making in-branch transactions on behalf of someone else (e.g. a “runner” for a business), whether or not they are a member, present a valid form of identification.
I am expecting a cash incentive for a referral or new account, will that be affected?
We may experience delays in the posting of promotional rewards. Please allow an additional 30 days as we upgrade our system.
How can I get in touch?
As always, you can communicate with us anytime, anywhere via Live Chat on our website at servicecu.org.
You may also call us at 800.936.7730 (U.S.) or 00800.4728.2000 (International).