| FREQUENTLY ASKED QUESTIONS |
| Q: Why is COPOCO Community Credit Union making this change? |
| A: This system upgrade is an important technology improvement for the credit union and our members. This technology |
| will enable COPOCO to operate more efficiently as well as provide the members with new products, functionality and benefits. The new |
| system will bring more applications and funtionality to the Online Banking system and more functionality to our Mobile Banking system. |
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| Q: When will the credit union be closed? |
| A: The credit union will be closed Wednesday, June 1st and Thursday, June 2nd for the conversion. We will return to normal business |
| hours on Friday, June 3rd. |
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| Q: Is the credit union merging with someone else? |
| A: No, COPOCO is not merging with another credit union. This is simply a transaction software upgrade. |
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| Q: When will the changes take place? |
| A: We will transition to the new system effective Wednesday, June 1st. Because of the complex nature of the transition, our offices will |
| be closed on Wednesday, June 1st and Thursday, June 2nd. |
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| Q: Will I be able to access my money and/or accounts during the closure? |
| A: Yes, you can access your funds at ATMs or by using your debit cards. |
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| Q: Are my accounts safe and secure? How safe is this transition? |
| A: Yes, we will continue to maintain industry best practices and keep member security priority throughout the upgrade. |
| The new system will provide even more safeguards to protect sensitive information. |
| We encourage you to review statements before, during and after the conversion to ensure accounts are accurate. |
| They should be accurate, however taking a second look will be beneficial. |
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| Q: Will account numbers change? |
| A: No, account numbers will not change. |
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| Q: Will Direct Deposit/ACH/Payroll Deductions be affected? |
| A: No, transactions will be processed without interruption. There is no need for you to contact your employer or others who deposit |
| or withdraw funds from your accounts. Payments to credit cards posted by payroll deductions/splits will be converted to auto transfers. |
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| Q: Will I need to order new checks? |
| A: No, the check information will remain the same. If you are running low on checks we suggest ordering one box of checks till the |
| system upgrade is complete. |
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| Q: Will I be issued a new debit card or credit card and PIN? |
| A: No, all debit and credit cards and their PINs will remain the same. Cards may be used throughout the transition without interruption. |
| Do keep in mind, following the close of businees on May 31st, debit cards will move to offline processing unitl the new system is live. |
| During this time, new transactions will be delayed in posting to your account. Large purchases should be avoided as possible while in |
| offline processing to avoid overdraft fees. |
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| Q: Will account history be transferred to the new system? |
| A: Account history will NOT transfer. Previous e-statements will not transfer. You should make sure to download and |
| save the previous e-statements for reference prior to close of business on May 31st. |
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| May statements will be available in early June and will be mailed to all members, including those enrolled in e-statements. |
| The first e-statement will be made avaiable in early July. |
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| Q: Will statements remain the same? |
| A: All members, regardless of whether they are enrolled in e-statements, will receive a paper statement for the month of |
| June. Following this, e-statements enrollees will begin receiving e-statements again. |
| |
| Q: Will Online Banking Login IDs and passwords change? |
| A: Online banking user names and passwords will not convert to the new system. The first-time you log into the new system, |
| you will need to use your member number. If your member number is less than six digits you will need to add zeros to the |
| beginning of your member number. (EXAMPLE - If your member number is 1234 your temporary login will be 001234.) |
| If your member number is longer than six digits you will enter it as normal. |
| |
| Your new temporary password will be the last four digits of the main member's SSN. Following the initial login you will be prompted to |
| change your login ID and password to the one of your choosing. *Please note your login can no longer be your member |
| number. |
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| Once you login into the new system you will be asked to set up security questions along with changing your login |
| and password. |
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| Q: Will Bill Pay be affected by the conversion? |
| A: Active Bill Payees and recurring payments will transfer to the new bill pay platform. However, you should consider printing |
| a copy of payees for future reference. The creations of new Bill Pay transactions will be unavailable over the conversion time. |
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| Q: What should be expected prior to the conversion? |
| A: Converting to a new transaction software will enable COPOCO Community Credit Union to operate more efficiently as well |
| as provide members with new functionality and benefits but expect some service interruptions. Online banking, mobile |
| banking, and phone banking services will be unavailable from 5:30pm Tuesday, May 31st until 8:30am Friday, June 3rd. |
| Debit and credit cards will function with offline limits at ATMs and point of sale locations. It is recommended for members to |
| withdraw cash on or before May 31st and have access to alternate forms of payments. |
| Additionally, branches will be CLOSED Wednesday, June 1st and Thursday, June 2nd. |
