Arizona Federal - Experience the power of Us!

 

Upgrade Status:  Completed

 

We Will Be Closed!

Beginning on the evening of Friday, March 28, we will be making a needed (and overdue) upgrade to our core processing system – the backbone of our information systems. In short, all of the systems that you interact with (online, mobile, ATMs, debit and credit card authorizations) ultimately connect to this one.

When we close for business at 6:00 p.m. on Friday evening, March 28, we won't open again until 9:00 a.m. on Tuesday, April 1. While you'll be able to access your funds using your debit or credit cards, by writing checks or by ATM, you will not be able to use CU Online, our mobile apps, or TouchTone 24 – nor will our ServUs Center or call center staff be able to perform transactions on your behalf.

System Upgrade Schedule
   
Friday, March 28
  • ServUs Centers and Call Center close at 6:00 p.m.
  • Upgrade begins, impacted services go offline
 
Saturday, March 29
Sunday, March 30

  • ServUs Centers are closed
  • Impacted services are offline
  • Call Center is available but offline from 9:00 a.m. to 5:00 p.m. (No account information or transactions are available)
 
Monday, March 31
  • ServUs Centers are closed
  • Impacted services are offline
  • Call Center is available but offline from 8:00 a.m. to 6:00 p.m. (No account information or transactions are available)
 
Tuesday, April 1
  • ServUs Centers open at 9:00 a.m.
  • Impacted services are back online
  • Call Center opens at 8:00 a.m. (may be offline until 9:00 a.m.)

 

How will the upgrade impact you?

What's Available During the Upgrade What's Not Available During the Upgrade
  • ATMs
  • Debit & Credit Card transactions (within normal purchase patterns)
  • IDProtect™ and credit monitoring remains live during the upgrade
  • Neural network fraud monitoring remains live during the upgrade
  • Lost/Stolen card hotline at (866) 599-5615
  • ServUs Centers (all branch locations will be closed)
  • CU Online, Mobile Apps and Text Banking
  • TouchTone 24
  • Shared Branching
  • Loan Applications
  • Bill Pay

 

Impact by Service

Service How it will be Impacted on Upgrade Weekend
ACH/Electronic Deposits and Withdrawals All electronic deposits and withdrawals (direct deposit/payroll, etc.), received after 6:00 p.m. on Friday, March 28 will be held over the weekend and posted on Tuesday morning, April 1. Consistent with our ongoing practices, all deposits will be posted first, followed by withdrawals (including checks).
ATMs (Withdrawals) You can make ATM withdrawals as you normally would. The standard $500 daily limit applies. However, receipts will not reflect current balance.
ATMs (Deposits) If you make a deposit in an ATM from Friday, March 28 thru Monday, March 31, it will not be posted and applied to your account until Tuesday, April 1.
Bill Pay Bill Pay will not be available from 6:00 p.m. Friday, March 28, until 9:00 a.m. Tuesday, April 1. Bills that were previously scheduled to be sent will be sent as scheduled.
Call Center Our call center will be available to field your questions as follows:
  • Saturday (March 29), from 9:00 a.m. to 5:00 p.m.
  • Sunday (March 30), from 9:00 a.m. to 5:00 p.m.
  • Monday (March 31), from 8:00 a.m. to 6:00 p.m.
While we'll be available to take your call, we will not have access to your account information and will not be able to complete any transactions on your behalf.
Credit Cards While your cards will work, our fraud monitoring systems will be live and may decline purchases outside of your typical spending pattern (which we will be unable to override).
CU Online CU Online will not be available from 6:00 p.m. Friday, March 28, until 9:00 a.m. Tuesday, April 1.
Debit Cards While your cards will work, our fraud monitoring systems will be live and may decline purchases outside of your typical spending pattern (which we will be unable to override).
Email Alerts Any email alerts you have established will not be sent from 6:00 p.m. Friday, March 28, until 9:00 a.m. Tuesday, April 1.
IDProtect™ IDProtect™ and credit monitoring remain live throughout the weekend.
Loan Applications We will not be able to accept loan applications from 6:00 p.m. Friday, March 28, until 9:00 a.m. Tuesday, April 1. This includes applications submitted online, by phone, or at a dealership.
Mobile Banking & Mobile Deposit Our Mobile Banking apps will not be available from 6:00 p.m. Friday, March 28, until 9:00 a.m. Tuesday, April 1.
Night Drop Deposits All deposits made after 5:00 p.m. on Friday, March 28 will be held and posted on the morning of Tuesday, April 1.
ServUs Centers All ServUs Centers will be closed by 6:00 p.m. on Friday, March 28 and will not reopen until 9:00 a.m. Tuesday, April 1.
Shared Branching Shared Branching will not be available from 6:00 p.m. Friday, March 28, until 9:00 a.m. Tuesday, April 1.
Text Banking Text Banking will not be available from 6:00 p.m. Friday, March 28, until 9:00 a.m. Tuesday, April 1. Any text alerts you have established will not be sent from 6:00 p.m. Friday, March 28, until 9:00 a.m. Tuesday, April 1.
TouchTone 24 TouchTone 24 will not be available from 6:00 p.m. Friday, March 28, until 9:00 a.m. Tuesday, April 1. Note: The first time you use TouchTone 24 after the upgrade, input your account number and use the last four digits of the primary member's (first name listed on the account) social security number as the authorization code. You will then be immediately asked to select a new code.
Website ArizonaFederal.org and azfcu.org will both remain live during the weekend to provide you with updates.
Wire Transfers Wire transfers will not be available from 1:00 p.m. Friday, March 28, until 9:00 a.m. Tuesday, April 1.

 

What to Do to Prepare:

  • Anticipate your need for cash and withdraw it in advance of the weekend
    • ServUs Centers will be closed Saturday (3/29) thru Monday (3/31)
  • Avoid making big ticket or out-of-pattern purchases with your credit or debit card (appliances, furniture, travel tickets, etc.) during the weekend of the upgrade
    • While your cards will work, our fraud monitoring systems will be live and may decline purchases outside of your typical spending pattern
  • Know your balance as of the close of business on Friday (3/28)
    • You will be unable to view your balance online or with TouchTone24 during the upgrade weekend
  • Arrange for payments to be made before or after the weekend
    • Bill Pay will not be available to schedule payments during the upgrade weekend
  • Anticipate any loan needs ahead of upgrade weekend
    • Applications will not be available, lobbies will be closed and unable to disburse loans
  • Share this list with any joint account owners (spouse, etc.) so they're not caught off guard!

 

So what will be different after the upgrade?

Once our upgrade is complete you may notice several changes regarding how your account information is displayed online, on your statement, and on any receipts or other account documentation we provide you with. We've listed the changes that will impact all members below, with special sections broken out by service to help you more quickly identify impacts of the most significance to you.


All Members

Account Suffix Renumbering – You're likely familiar with services appearing on your account as suffixes of your primary account number. For example, you may know your checking account as account #123456-9, with the 9 representing your checking account suffix. After the upgrade we will reference these suffixes as "share IDs" within our systems as follows:

Service Type Current Suffix Share ID After Upgrade
Basic Savings 0 200
Special Savings/Sub-Share 1-4 201-204
Holiday Club 5 250
Money Market 6 100
Checking 9 9
Visa Pledge 75 205
Share Certificates 01-19, 40-99 300 + the existing suffix number (e.g., 4 = 304)
IRA Certificates 20-39 Traditional IRA: 500 + existing suffix number
(e.g., 20 = 520)
Roth IRA: 600 + existing suffix number
(e.g., 21 = 621)

Loan suffixes/IDs will not be changed. We will include an insert with your first monthly statement to help you locate each service on the new statement.

Receipts via Email – When completing a transaction at a ServUs Center, you may be offered a receipt by email as an alternative to a printed receipt. If you choose this option, we will send an electronic receipt to the email address of record on your account. You can add or change your email address anytime by logging in to your account online and clicking the My Settings link at the top-right corner of the screen.

Account Format for Direct Deposit/Electronic Withdrawals – Any existing direct deposits or electronic withdrawals (e.g., utility payments) you have authorized will continue to occur uninterrupted. However, if you wish to establish any future direct deposits or electronic withdrawals to/from your checking account, you will need to provide your account number in the following format:

Account Type (1 for deposit account, 2 for loan account), Suffix/ID (use preceding zeros to fill to 3 digits), Account Number (use preceding zeros to fill to 10 digits)

Here are some examples using account number 123456.




Confused? Don't worry about it – simply give us a call or log in to your account online and send us a secure email and we can provide you with the appropriate format to match your request whenever you're in need. Checks that you order after the upgrade will contain your checking account number in this format imprinted on the bottom of the check. See an example below:


 

Monthly Account & Visa Statement Changes – Future statements will look a little different, but don't worry – we'll insert information to help you identify and understand the changes.

 

CU Online & Mobile Users

Order of Accounts – When you log in to view your account online, loans and sub accounts may appear in a different order – for example, you may see your auto loan listed first today, followed by a second mortgage. They may appear in reverse order after the upgrade.

Stop Payments – You will now be able to place stop payment on a range of checks, in addition to individual check numbers.

 

TouchTone 24 Users

Authorization Code Change – The first time you use TouchTone 24 after the upgrade, input your account number and use the last four digits of the primary member's (first name listed on the account) social security number as the authorization code. You will then be immediately asked to select a new code.

Menu changes – The TouchTone 24 menu will change. If you listen carefully to the options, you will not have difficulty determining what number to press for the information or transaction you are seeking.

 

System Upgrade FAQs:

Debit/Credit Cards:

Will my debit or credit card work during the upgrade?
Yes, your cards will work. However, our fraud monitoring systems will be live and may decline transactions outside of your typical spending pattern.
What do you mean by "my typical spending pattern?"
Everyday transactions, which should work just fine – groceries, gas, normal shopping. High dollar purchases that you don't make often (e.g., major appliance, furniture, expensive airline tickets, jewelry, etc.) will likely be detected as being out-of-pattern and may be declined beginning Friday night March 28, until Tuesday, April 1.
What should I do differently?
Simply make any expected purchases like the ones described above (major appliance, furniture, expensive airline tickets, jewelry, etc.) before Friday evening, or once our upgrade is complete on Tuesday, April 1.
I'm expecting a deposit to my account that weekend. How can I access those funds? Will my cards work if that deposit isn't posted?
All deposits (electronic and checks) and withdrawals that we receive after Friday, March 28 at 6:00 p.m. will be held and posted Tuesday morning, April 1. Consistent with our ongoing practices, all deposits will be posted first, followed by withdrawals. Your debit card will still work during the weekend for transactions within your typical spending pattern, even if an anticipated deposit is being held and not posted. We will then post the deposit before we post the debit card transactions.
What is neural network fraud monitoring?
This monitoring program is in place for your protection. It learns your spending patterns and detects purchases made outside of your usual routine. Depending on the risk level the system applies, your transaction may either be declined or you may be called to verify the authenticity of a transaction. We anticipate some declines for this reason throughout the weekend of the upgrade so please try to avoid any high dollar, out-of-pattern purchases.

Member Assistance:

What will you be able to do for me over the upgrade weekend?
If you call us during the weekend of the upgrade during our hours of phone support, we will be able to help you identify alternative ways to complete financial transactions. For example, if you need cash and aren't near an ATM, we may suggest using your debit card to make a small purchase at a grocery or convenience store and choose cash back. We will not be able to view your account or perform any transactions.

Online Access

Can I use Purchase Rewards over the weekend of the upgrade?
You will not have access to view or add new offers. However, if you have added an offer to your card you will be able to redeem it by using your debit card to make the purchase. The cash back will be applied to your account as normal.

TouchTone 24:

Why did you set my authorization code to the last four numbers of my Social Security number?
During our system upgrade our TouchTone 24 hardware and software is being replaced. We needed to program the new system with initial authorization codes. Since we don't store your TouchTone 24 authorization code in a usable format (which is for your protection), we were not able to program it in the new system. We therefore had to select a four-digit code that we could identify to you – and we chose the primary member's Social Security number. There is no material security risk posed by this, as TouchTone 24 cannot be used to withdraw funds out of an Arizona Federal account. You will also be asked to change your authorization code immediately upon your first successful use of the new system.
Why did you have to use the primary member's Social Security number?
We had to pick a method that we could apply and describe to all members. Every account has a primary member – not every account has another member to choose from.

General/Background:

Why are you doing this upgrade?
Our core processing system is the backbone of our information systems – all of the systems that you interact with ultimately connect to this one. Any service we want to make available to you is limited to what this system supports – and our current system has limitations. Once we have the new one in place, we strengthen all three of the main components of our mission:
  • Empowerment – we gain the opportunity to further expand self-services (enhancing member convenience) and to better integrate electronic/paperless options into our processes.
  • Expertise – we will be able to speed up and simplify processes for our staff, providing them more time to help you reach your financial goals, with less time spent pressing buttons.
  • Mutual Benefit – we will achieve long-term cost reductions from the operational efficiencies gained, as well as the opportunity to reallocate costs to areas that more directly benefit our members.
When is the last time you made an upgrade where you had to close like this?
We installed our current core processing system in 1988. While it's received the benefit of a lot of improvements and maintenance over time, a significant upgrade is needed to move us into the future.

Negative Impacts & Fees:

What happens if I'm charged an NSF or overdraft fee due to your holding and posting of my transactions?
We've organized our posting schedule to ensure deposits are posted before withdrawals to minimize the likeliness of this occurring. However, if you believe this occurred please contact us. While we recognize our upgrade weekend may be disruptive and may cause some confusion, it should not cost any of our members any money in the form of fees.

 

Quicken and QuickBooks Update Procedures

To ensure a smooth transition of your data after our system upgrade, members who utilize Quicken or QuickBooks should modify their settings.

Not sure which one you use? Here is a short definition for each connection type:

  • Web Connect – You manually download your transactions directly from CU Online and import them into Quicken.
  • Express Web Connect (EWC) and Direct Connect – Quicken communicates directly with Arizona Federal. You don't have to sign into CU Online and manually download transactions - Quicken does this for you.

For a step-by-step instruction guide, click on the link in the chart that corresponds to the type of operating system and Quicken software you have. It's important you perform the instructions in order. If not, your service may stop functioning properly. The conversion should take 15-30 minutes. This update procedure should be performed on or after April 1, 2014.

 

 

How to Read Your New Statements

As part of our system upgrade, statements have been redesigned. Here's an overview of how to read your new statements.

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