Full System Upgrade

As technology changes, we are excited to announce a new online system to bring you an updated and improved member experience! To implement these advancements, it will take a period of several days to complete the Full System Upgrade conversion. We have some very important messages to share with you to prepare for the event. Here’s what you need to know.

Our mobile app will be offline during this system conversion beginning Wednesday, May 26, at 3 PM ET through Wednesday, June 2, at 1 PM ET. Our online services (NetTeller & AudioTeller) will be offline from Monday, May 31, at 3 PM ET through Wednesday, June 2, at 1 PM ET.

Further, the Bill Pay service will be offline beginning Friday, May 28, at 3 PM ET through Wednesday, June 2, at 1 PM ET and will completely change platforms and require additional actions from our Bill Pay users. We understand this migration presents an inconvenience to you, and we are making every effort to minimize the impact. Below is a list of Frequently Asked Questions to help lessen the disruption. After reviewing our FAQs, if you have any questions, please call or email us at 866-385-9281 or help@frbfcu.org.

We sincerely appreciate your patience during this one-time system conversion and believe you will be pleased with the results in your future online experience.

Frequently Asked Questions (New Information Listed):

What is changing?

In order to keep pace with technology, the FRB Federal Credit Union is migrating to a new and improved online banking system that will replace NetTeller and AudioTeller, expand the functionality of our mobile app, and upgrade to a completely new bill pay service.

When is this happening?

What preparations should I make?

There are several tasks a member can take to help lessen the disruption:

Check your account balances before May 31 at 3 PM ET, and plan to track your expenses over the weekend to avoid potential overdrafts.
Complete any transfers between accounts before systems go offline on May 31.
Plan for any cash or debit card needs. Additional details are included in the debit/ATM card section below.
The bill pay service platform change will require substantial actions of our bill pay users. Many important details are covered in the Bill Pay section below.

What is the first thing I should do when systems are back online?

After 1 PM on June 2, the first action for online banking and mobile app users is to log in via a browser at the FRBFCU.org website. Attempting to log in using the mobile app will fail until your account is properly reset through online banking.

To reset your account login, using a browser, go to the FRBFCU.org website. You can use a computer or a browser on your phone. Enter your member number and use the last 4 digits of your social security number as your passcode to get started. You will be prompted to change your passcode. Very Important: our new online banking requires member numbers to have 6 or more digits. If your member number has less than 6 digits, add leading zeros. For example, if your member number is 2222, enter 002222. If your member number is 33333, enter 033333.

What services are impacted while systems are offline?

The list of services impacted is extensive and includes online banking, the mobile app, debit/ATM cards, credit cards, peer-to-peer (P2P) payment apps, scheduled ACH transactions, audio teller, and bill pay. Details for each of these are covered below.

Online Banking:

Will online banking (NetTeller) be available during the conversion?
- Online banking will be available except for the period from Friday, May 31 at 3 PM ET until Wednesday, June 2 at 1 PM ET. Note: Debit and ATM card transactions will not appear in online banking during the conversion period, so please track them closely to avoid potential overdrafts.
Will NetTeller look different?
- Yes, we are moving to a platform called Virtual Branch. It will look very different, more modern. You will see the same information, but it will look different. We think you’ll like it.

The Mobile App:

Will the mobile app be available during the conversion?
- No, the mobile app will not be available beginning on Wednesday, May 26th at 3 PM ET until everything is back online on Wednesday, June 2nd.
Can I sign on to the mobile app as soon as the conversion is complete?
- The mobile app will be available once your account is reset through online banking. Please review the FAQ “What is the first thing I should do when systems are back online?” for instructions.
I am locked out of the app; what should I do?
- If you have tried to sign on to the mobile app multiple times, you may get locked out. Please call a member services rep at 866-385-9281 for assistance.
What’s changing on the mobile app?
- The app will look pretty similar. However, you will now have bill pay services available through the app. We hope you will enjoy this additional functionality.

Debit/ATM Cards:

Can I use my debit or ATM card during the long upgrade weekend? It is a holiday weekend, you know.
- Yes! Your debit card will work, although the daily limit on PIN transactions (anytime you enter a PIN) will be lower because cards will be in “offline mode.” The daily limit on PIN transactions during the upgrade will be $410. The daily limit on signature transactions (when you don’t enter a PIN), is $1,500, as usual. Please keep these limits in mind.
What if I need more money over the weekend?
- If you need a higher limit for a particular transaction, call us at 866-385-9281. We can raise your limit for that transaction. We will have staff answering phones from 9 AM to 1 PM ET on Saturday and Sunday, in addition to our regular business hours.

Credit Cards:

Can I use my credit card during the upgrade?
- Yes! Your credit card will work as normal. You won’t be able to view information about your credit card in NetTeller over the weekend. However, you do have the option to go to EZCardinfo.com, click on “forgot your username” and follow the prompts to see the balance, transactions, and schedule payments.

AudioTeller:

What about AudioTeller?
- AudioTeller will not be accessible during the conversion period. After 1PM on June 2, AudioTeller will be back in service. Very Important: the number for AudioTeller is changing to 844-315-7624. When you call for the first time after the conversion, enter your member number and use the last 4 numbers of your social security number as your initial PIN. You will be prompted to change your PIN.

Payment Apps:

I use Cashapp and Venmo—what about them?
- You can use them with some planning. If you intend to use them during the conversion, load money in them before May 28 as transfers between the apps and your account at the credit union won’t work during the conversion.

Scheduled ACH Deposits and Payments from Your Account:

What about my payroll? And my pension? Will they get into our accounts?
- Yes! We will receive the same deposit files as usual. We will post them on June 2.
I have loan payments coming out of my account, and my utility company debits my account to pay my electric bill on the 1st. What about that?
- We will receive those files and will pay them as directed. The utility company will receive the funds on schedule. The payment will appear in your account on June 2. Call us if you have questions.
- NOTE: If you use your debit card for such payments, make sure you keep your daily debit card transactions under the above limits, or call us.

Bill Pay Service:

What is happening to bill pay?
- Bill pay is moving to a new platform that will enrich the online experience and add new functionality. The new bill pay service will integrate with your account more seamlessly and will be available on the mobile app. It will look different but is intuitive and easy to use. Also, later in June, Zelle® will be available in the bill pay service. However, this move to a new platform will require a one-time manual reset of all payees and scheduled payments. No information will be carried from the old bill pay platform to the new one.
Can I schedule bills to pay during the system conversion?
- Any bills scheduled to pay on or after May 28th will need to be set up in the new bill pay system starting after 1 PM ET on June 2.
- We recommend each bill pay user review all payments scheduled on or after May 28. There are three options:
  1. Reschedule the payment to be paid before May 27,
  2. cancel the payment and re-enter it using the new service after June 2, or
  3. cancel the payment and use another means of payment: by check, direct debit by the company, or your debit card.
- Is there any way this can be done automatically?
  - We searched at length for a way to convert the data. Unfortunately, this upgrade in technology cannot be done automatically; the two platforms are not compatible.
- This is inconvenient, what can the credit union offer?
  - We recognize it is inconvenient, and to thank you for spending the time to re-enter payees and reschedule payments, the credit union will enter every existing bill pay user into a drawing to win one of 5 – $100 prizes, provided they set up and use their new bill pay account before June 30*.

*Sweepstakes opens June 2, 2021 through June 30, 2021. To qualify for one (1) entry into the sweepstakes for one (1) of five (5) $100 prizes, you must be a current bill pay user as of May 28, 2021, have used the bill pay service to pay at least one (1) bill during May 2021, sign up for the new bill pay service, and pay at least one bill by June 30, 2021. Winners chosen at random. Winners will be informed by July 9, 2021 and $100 will be deposited into their share account. Credit Union staff, board members, and supervisory committee members are not eligible. Federally Insured by the NCUA. Equal Opportunity and Equal Housing Lender.

If I have an issue during the conversion, when and whom can I contact?

During the conversion, member services reps will answer phones from 9 AM to 1 PM ET on Saturday and Sunday, in addition to our regular business hours. Reps will not be available on Monday, Memorial Day.