Online Banking – Conversion Related
Q. Will Online Banking and Call24 Phone Access be available during the system upgrade weekend of October 13th?
A. Online Banking and Call24 will be available up until NOON on Saturday, October 13th. At Noon, both systems will be unavailable until Tuesday morning, October 16th.
Q. Will my User ID to login to Online Banking remain the same?
A. Yes. If you are the Primary Owner on only one account, you will continue to use the same number as your User ID (this is now your JDCU ID Number). If you have multiple accounts in which you are the Primary Owner, or are only listed as a joint owner on an account, you will use your assigned JDCU ID Number (#).
Q. What is my JDCU ID #?
A. Your ownership on your account(s) will determine what your JDCU ID # will be.
Q. Why was I assigned a JDCU ID #?
A. One of the many benefits of our system upgrade is to allow you to view all of your accounts using only one number, your JDCU ID #. By assigning this unique JDCU ID #, you now have a ‘total relationship view’ of all your account relationships, even if you previously had multiple account numbers with us.
Q. What is a ‘total relationship view’?
A. All accounts that you are an owner of will now display within Online Banking under ONE login, with your JDCU ID #. Your JDCU ID # will also grant you access to all of your accounts via Call24 Phone Access. Please review your accounts to carefully note any changes in how your information will be displayed. If you’ve shared your password (for security reasons, we recommend you never share your password with anyone), you have the ability to change it before Oct 13th, or anytime, in Online Banking by selecting “Change Password” from the User Options button. In Call24 you can change your password before Oct 13th, by selecting Option #7 after you login.
Q. How do I login after the conversion weekend?
A. Beginning October 16th,you will use your JDCU ID # as your User ID and your existing password, which in most cases is the same User ID you use today.
Q. How can I differentiate all of the accounts I am an owner of within Online Banking?
A. Now with your JDCU ID # and “total relationship view”, you’ll be viewing all accounts on which you are a primary or joint owner. To quickly and easily differentiate between all of your accounts, you can create Account Nicknames. Simply select “Change Account Nicknames” from the User Options button in Online Banking.
Q. What happened to the Account Nicknames that appeared on my statement(s)?
A. If you have set up Account Nicknames, they will no longer appear on your account statement. The only nicknames that will remain are those that you have established through Online Banking, but they also will not appear on your statement. New nicknames established beginning Tues, Oct 16th will also remain within Online Banking.
Q. What if I forget my password?
A. Contact our Member Service Center at 978-452-5001.
Q. I have Scheduled Transfers set up in Online Banking, will they still be there?
A. Yes. Any Scheduled Transfer (for example: weekly payment to your loan) you had setup on the old system are still in effect. If you would like to cancel a scheduled transfer, simply select the Scheduled Transfers button within Online Banking and select the edit/delete link and follow the steps.
Q. What if I have a Scheduled Transfer set-up in Online Banking to be processed over the weekend of conversion, Oct 13th– Oct 15th?
A. Transfers scheduled to be processed on Sat., 10/13 & Mon, 10/15 will be processed as scheduled. Transfers scheduled to be processed on Sun, 10/14 will be processed on Mon, 10/15.
Q. Will there be any changes to my Online Statements?
A. If your account(s) are currently enrolled in our Online Statement service, you will continue to receive them electronically within Online Banking. However, you will be asked to re-accept our Online Statements Service User Agreement the next time you access them online after conversion. As an enhancement, all of your accounts (in which you are the Primary Owner) will now receive an Online Statement – you no longer need to enroll each account number separately.
Q. I've changed my email address. Do I need to let the Credit Union know?
A. Yes, this is very important, especially if you receive Online Statements. You may change your email address by selecting “E-mail Address” under the “User Options” button within Online Banking.
Q. Will there be any changes to my Cross Account Transfer access?
A. Primary members will still have the ability to transfer to currently set up ‘cross accounts’. Joint Owners using a new JDCU ID # will need to establish ‘cross accounts’ separately after the conversion. One noticeable change will be the absence of the primary owner name of the ‘cross account’ you are transferring to in your “Transfer To” dropdown selection.
Q. Do I need to make any changes to my PFM software, such as Microsoft® Money or Intuit® Quicken?
A. Yes. You will need to upgrade your connection to your PFM software after the weekend of the conversion, beginning on Tuesday, Oct 16th. Visit our Enhancement Updates page for instructions.
Q. How do I see current activity on my account?
A. From the Account Summary Page, simply click on the link of the account you would like to view. There are a number of options of ways you can view your account activity.
Q. Why does my Line of Credit show a debit for interest charges?
A. This is due to the way the payment is credited to the loan.
Q. Why does my checking account show a negative balance?
A. This means that you have overdrawn your account, and overdraft protection or another deposit account (set up to cover overdrafts) has covered the overdraft. Instead of overdraft transfers being made each time you overdraw your account, a single transfer covering all overdraft transactions (provided funds are available) will occur that night.
Q. Can I place a stop payment on checks in Online Banking?
A. Yes. Please be aware there is a fee for this service. Select “Stop Payment” from the Account Access menu and complete the requested information.
Q. How do I make a payment to my credit card?
A. The easiest way to make a credit card payment is to use the Account Transfer option from the Account Access menu. If you would like to make a payment from a financial institution other than the credit union you can use the Manage My Visa button in the upper right hand corner of the main navigation within Online Banking.
Q. I have never used Online Banking, how do I login?
A. If you currently use Call24 Phone Access, you simply use your JDCU ID # as your User ID and your current Call24 PIN as your Password. You will be required to change your Online Banking password upon your first login. If you don’t use Call24 or don’t know your current PIN, you can stop by any branch or contact our Member Service Center at 978-452-5001.
Q. Can anyone access my account information?
A. No. Your online account information is available only through access methods that have been rigorously tested for their secure access. The information is not public. Unless you share your JDCU ID # and Password, no one else can access your account information online. Notify Member Services immediately if you notice any unusual account activity by calling 978-452-5001.
Q. What if I have questions or problems?
A. If your questions are account related, please visit yourlocal branch, contact our Member Service Center at 978-452-5001 or send us a Secure Guestbook email. If you believe the trouble you are experiencing is due to a connection problem, please contact your Internet Service Provider (For example: AOL, Verizon, Comcast etc.)
Q. Will Bill Payment change as a result of the Computer System Upgrade?
A. No, Bill Payment will remain unchanged. All payments and payees set up in the previous Bill Payment will not be affected by the conversion.
Q. I have bills scheduled to be paid during the conversion weekend of Oct 13th, will they still be paid as scheduled?
A. Yes. They will be processed based on the regular bill payment schedule. There will be no interruption.
Q. I logged in to Online Banking and Bill Payment is no longer setup on my account. What happened?
A. Due to the merging of account numbers, your JDCU ID # may no longer be linked to your Bill Payment account. To have your Bill Payment re-linked, simply call the Member Service Center at 978-452-5001, send us an Online Banking Secure email by selecting Online Forms, or visit your local branch.
Q. If my Bill Payment isn’t currently linked to my JDCU ID #, will my scheduled bills still be paid?
A. Yes. Your bills will still be processed as scheduled and you will see them debited from your account.
Call24 Phone Access – Conversion Related
Q. After conversion weekend, how will I access Call24.?
A. Simply call the main phone number, 978-452-5001, and select Option 4.
Q. Will I still use my account number to access Call 24?
A. Yes.
Q. What if I want a Joint Owner to access my accounts via Call24?
A. Members listed second on an account (Joint Owners) AND are not listed first on any other account will be assigned a totally new JDCU ID #. Please have your Joint Owner visit a convenient branch location or call our Member Service Center to obtain their new JDCU ID # beginning on Oct 16th.
Q. Will I use the same PIN as I do today?
A. Yes. However, if you encounter any difficulties please call the Member Service Center by simply pressing 0, or stop by any branch location to have your PIN reset.
Q. If I am assigned a new JDCU ID # what will my PIN be?
A. It will be set to the last 4 digits of your social security number. Once you enter it you will be prompted to change it for security purposes.
Q. How can I change my PIN before Oct 13th?
A. Simply call 978-452-5001, select Option #4, then select Option #7.
Q. Will the Call24 menu options be the same as they are today?
A. No. Our enhanced Call24 system features new dynamic menus. This means you will only be presented with options for the products or services that you have.
Q. Are there any new features?
A. Yes. We are excited to tell you about Quick Information. Quick Information allows you to immediately hear your checking account balance, then the last 3 deposits, last 3 check withdrawals and the last 3 non-check withdrawals. You will then be presented with menu options that will let you hear savings information or make a transfer. Quick Information is Option #1 on the main menu.