November 1st and November 2nd
On Wednesday, November 1st, and Thursday, November 2nd, our core system will undergo an upgrade, bringing improvements to everyday banking. Please read the following information regarding the temporary impact on member services beginning on Tuesday, October 31st, after the close of business (4pm EST).
We will resume normal operating hours with all services available on Friday, November 3, 2023.
An Upgrade to Better Serve You
TruEnergy Federal Credit Union is upgrading our core processing system. The core processing system serves as our platform for managing member account, loans, and conducting transactions. The upgrade will introduce more intuitive services and open doors to new service and product opportunities to better serve you, our members. Please be confident that we are implementing every required measure to safeguard your personal information throughout the transition process.
Please Note that the credit union branches will be CLOSED beginning at 4pm EST. Tuesday October 31 through Thursday November 2, 2023 as we finalize the conversion process. The conversion will affect the availability of certain services during this time. See the below conversion schedule table for more information.
Service Availability Schedule
| DELIVERY CHANNEL |
TUESDAY
10/31 |
WEDNESDAY
11/1 |
THURSDAY
11/2 |
FRIDAY
11/3 |
| Call Center |
Closed after 4pm EST |
Available |
Available |
Available |
| ATM/Debit Card |
Available |
Available |
Available |
Available |
| Credit Card |
Available |
Available |
Available |
Available |
| Online Banking |
Unavailable after 4pm EST |
Unavailable |
Unavailable |
Available |
| Mobile Banking |
Unavailable after 4pm EST |
Unavailable |
Unavailable |
Available |
| Bill Pay |
Unavailable after 4pm EST |
Unavailable |
Unavailable |
Available |
| Springfield Branch Office |
Closed after 4pm EST |
Closed |
Closed |
Open |
| Shared Branches |
Unavailable after 4pm EST |
Unavailable |
Unavailable |
Available |
| Zelle® |
Unavailable after 4pm EST |
Unavailable |
Unavailable |
Available |
Be Prepared for the System Upgrade with Your Conversion Checklist!
Important Things to Know:
- The core system upgrade will take place Wednesday, November 1 and Thursday, November 2.
- Some services such as online and mobile banking will be unavailable during this time. Refer to the Service Availability Schedule above.
Steps to Take Prior to Wednesday, November 1:
- Take care of transactions such as wire transfers, cashier’s checks, or large cash withdrawals.
- Consider downloading or printing previous statements for your convenience.
Frequently Asked Questions
What is a core processing system?
The core processing system is the computer system that TruEnergy Federal Credit Union uses to maintain members’ accounts and loans, and to process financial transactions.
Why is TruEnergy FCU converting to a new core processing system?
The system upgrade will enhance the overall credit union infrastructure, improve security measures, and provide members with a more seamless and efficient experience once the services resume.
Is my personal data safe during the conversion?
Yes, your personal data and account information is safe and secure, as always.
What services will not be available to me during the conversion?
Please see Schedule of Services above.
Will the branch be open and how can members get assistance during the temporary closure?
The branch will be closed November 1st and 2nd. Members can contact the Call Center support team at 703-750-4394 or via email at [email protected] if they have any financial needs or require assistance during the closure. The credit union will make every effort to assist members.
Is there a specific recommendation given to members before the conversion begins?
Yes, members are encouraged to plan their financial activities accordingly and ensure they have sufficient funds to cover essential expenses during the temporary closure.
Will online banking change after the conversion?
Your user ID and password will remain the same, but you will be prompted to change your security questions. For those members that have our Online Banking website bookmarked, the bookmark will no longer be valid. Please visit our website to access Online Banking and bookmark the new URL.
What will happen if my direct deposit is scheduled to come in during the conversion?
ACH deposits that come in during the conversion are anticipated to be deposited the evening of Thursday, November 2nd.
Will I be able to use my debit card and credit card?
Yes, members will still be able to use their debit or credit cards for withdrawals and transactions at ATMs and point-of-sale terminals as usual. If you experience any issues, please contact our Call Center at 703-750-4394. Visa and debit card 24-hour support can also be contacted through our main number.
Will I be able to apply for a loan during the conversion?
Yes. You will be able to apply for a loan; however, it will not be processed until after the conversion. If you apply for a loan, you will be contacted, and timelines will be communicated.
Will I be notified once the conversion is complete and Online Banking and Mobile are available?
Yes. We look forward to serving members with even better banking services once the system upgrade is complete. We will send an email to the membership to inform them when services are available.
Are my funds still safe and secure?
Yes, your funds remain secure. All TruEnergy Federal Credit Union accounts continue to be insured by the National Credit Union Administration (NCUA) Share Insurance Fund up to $250,000 per account. In addition, American Share Insurance (ASI) provides excess savings insurance with an additional $250,000 at no cost to members.
