Core System Upgrade - Frequently Asked Questions

FREQUENTLY ASKED QUESTIONS
ABOUT OUR UPGRADE

GENERAL

Q: Why are you upgrading?
A: We are upgrading our core system in order to allow us to improve processing productivity, introduce new products and features, and a more streamlined workflow, creating a better banking experience for our customers.

Q: When will the upgrade take place and how long will it take?
A: We will begin the upgrade process on Thursday, October 25th. The transition will complete over the weekend with intermittent delays in some of our services. We will continue to be open normal business hours each day to assist you with all your financial needs during these service interruptions. On Monday, October 29th, the transition will be complete, and all services will be restored and available with new and exciting enhancements. Please see the list of available services during the upgrade:
 

Service Availability During Upgrade Weekend

Q: Is the Bank's routing number changing?
A: No. Our routing number will remain the same: 075903912.

ACCOUNTS

Q: Will my account number(s) change?
A: No, all current account numbers will remain the same.

Q: Will there be any impact on my automatic direct deposits and payments (ACH Transactions) that are currently set up on my accounts?
A: No, since your account numbers will not be changing, existing ACH transactions will not be affected.

Q: If I currently have automatic transfers set to transfer money between my BNG accounts, will this continue after the upgrade?
A: Yes, your existing automatic transfers between BNG accounts will not be affected and continue as scheduled.

Q: Will my funds availability change after the upgrade?
A: No, funds availability is not impacted by this upgrade.

STATEMENTS

Q: How will this affect the delivery of my bank statement?
A: Statements will have a new and improved look. However, the statement cycles and dates when they are generated will change. Currently, the statement cycles vary throughout the month based on product. After the upgrade, all printed statements will be generated and mailed out on the 1st of each month with e-Statements available online after 3 PM that day. You can expect to receive your new enhanced statement beginning the first week of November.

Q: Will my e-Statement history be available for viewing?
A: No, because we are using a different system to generate statements, past e-Statement history will not be available to view onilne after the upgrade. You must save and/or print your previous e-Statements to keep them for your records should you need them in the future.

Q: How do I save my previous eSatements?
A: Click HERE to view step-by-step instructions for downloading your previous eStatements.

Q: Will my statements look different after the upgrade?
A: Yes, even your statements are getting an upgraded look. Click here to see a sample of your new statements.

DEBIT & ATM CARDS

Q: Will I receive a new Debit or ATM card?
A: Consumer (Personal) customers will not receive new cards, but Business customers will have new cards issued.

Q: Will my current PIN number continue to work?
A: Yes, your current PIN number will remain the same if you are using the same card. Business customers receiving new cards will need to set up a new PIN.

Q: Will I be able to use my ATM and debit cards during the upgrade weekend?
A: Yes, your ATM and Debit Cards will continue to work for both cash withdrawals and purchases without interruption.

Q: Will the phone number I call if my card is lost or stolen change after the upgrade?
A: Yes, the current number (866) 546-8273 will be replaced by (800) 472-3272.

ONLINE BANKING

Q: Is your website changing?
A: While the overall look of our website will remain the same, the Online Banking portal/portion will have a new look and feel. You may continue to reach our website at thebankofnewglarus.bank. When logging into your Online Banking account, you will notice an additional selection to choose between logging you’re your Personal or Business account.

Q: Will Online Banking be available during the upgrade weekend?
A: Beginning Saturday, October 27th, through to 8:00 AM on Monday, October 29th, Online Banking will operate in an "Inquiry Only" status, which means that your account balance information will not be displayed in real-time. Additionally, any funds transfer options will be restricted. All Online Banking services will be fully-restored at 8:00 AM on Monday, October 29th.

Q: Do I need to re-enroll in Online Banking after the upgrade?
A: No, you do not need to re-enroll. However, after log in you will be greeted with new terms and conditions for our new Online Banking. Please review and click accept to continue.

Q: Will my Online Banking username change?
A: Yes and No. Existing online banking clients logging onto online banking for the first time after 9:00am on Monday, October 29th, will continue to use the existing username. However, the username must be entered in all lowercase letters.

Your username must be at least 6 characters long. If your current username is less than 6 characters long, you must update it to something at least 6 characters long or the name will not convert over to the new system and revert back to the 12 digit Online Banking User ID.

Q: Will my Online Banking password change?
A: In order to keep your confidential information secure, your Online Banking password was reset when making the switch to a new system. When logging onto online banking for the first time after the upgrade, your password will have been reset to the last 4 digits of your Social Security Number or business EIN. You will then be prompted to change your password and set up your security questions.

MOBILE BANKING

Q: Will I have to download a new mobile app?
A: Yes. In order to provide you with an upgraded mobile experience, we have developed 2 new apps: One for Personal accounts and one for Business accounts. Please refer to the list below to determine which app you should search for and download from the App Store or Google Play as early as October 25th.
 

BNG Mobile For Personal Banking	BNG Business Mobile For Business Banking

You will not be able to log into either of the new apps until Monday, October 29th. At that time, you will no longer be able to access Mobile Banking using the old app.

TELEPHONE BANKING

Q: Will the T3 (Touch Tone Teller) Telephone Banking number change? 
A: No, while the menu options and voice recordings may change slightly, the phone number will remain the same, (800) 370-5964.

BILL PAY

Q: Will I have access to bill pay services during the transition?
A: Online Bill Pay will be unavailable from Thursday, October 25th through to 8:00 AM Monday, October 29th.

Q: Will my bills be paid scheduled in bill pay prior to and after the upgrade?
A: Yes, any payments scheduled in bill pay prior to and after the upgrade will be paid.

Q: Will I need to reestablish my payee information after the upgrade?
A: Consumer customers will not need to reestablish payee information, but Business customers will have to.

WIRES

Q: Can I still send and receive wires during the upgrade weekend?
A: Yes, the wiring process will not be affected by the upgrade.

Ca$hTrack

Q: Will you still offer Ca$hTrack as a Personal Financial Management and budgeting tool?
A: Unfortunately, Ca$hTrack is part of our old system and will not be available after the upgrade, but there are many other online/mobile budgeting tools available, offering the same if not better features. Below is a list of some of the many alternatives that you can try:

• EveryDollar
• Mint
• Personal Capital
• PocketSmith
• Status Money
• You Need a Budget

*Please note: The Bank of New Glarus and Sugar River Bank Branches does not directly endorse any of these products and only provides them as a courtesy.