Online Banking Letter (FAQ Version) - Core Conversion
Account holders have to be informed about changes made to their account. Help them stay informed about any changes and address some common questions they may have with this template.

Dear [Customer’s/Member’s First Name],

We are excited to announce that we are converting to a new core banking system starting on [INSERT DATE] through [INSERT DATE]. We decided to change our core system so we may continue to provide you with safe, secure products and services all while utilizing the newest technology.

This core conversion will affect our Online Banking service for a short period of time, but in a good way. The new and improved Online Banking is safer and more secure than our current service. It will also offer a variety of new tools that we weren’t able to offer before, like [INSERT A FEW NEW TOOLS].

As mentioned above, there will be some changes heading your way, and we want you to be ready for them. Below are some helpful FAQs we hope will help prepare you for this process:


Q: Can I still access Online Banking during the core conversion?
A: [INSERT WHEN – TIME AND DAY - ACCOUNT HOLDERS WILL NOT HAVE ACCESS TO ONLINE BANKING, HOW ONLINE BANKING WILL BE AFFECTED, AND WHAT DAY IT WILL BE AVAILABLE AGAIN]

Q: Will I be able to view my e-statement history in Online Banking after the core conversion?
A: Unfortunately, you will not be able to view your e-statement history in your Online Banking account after [INSERT DATE]. With this in mind, we recommend downloading and printing a year’s worth of statements for your records before [INSERT SAME DATE FROM PREVIOUS SENTENCE]. This can be done by:

  1. [LIST WHERE THEY CAN FIND THEIR E-STATEMENTS AS WELL AS HOW TO DOWNLOAD THEM]

Q: Will my Online Banking username change?
A: If a customer’s or member’s username will change – Yes, your username will change. After [INSERT DATE USERS CAN ACCESS ONLINE BANKING AGAIN], you will need to re-register for Online Banking again. To do this, simply go to our Online Banking service and use your current log-in credentials. The system will then prompt you to register again. Please make sure to have your [INSERT CUSTOMER NUMBER OR MEMBER NUMBER] ready for verification purposes. That’s it! All other information, such as Bill Pay information, will be transferred automatically and not have to be re-entered.
A: If a customer’s or member’s username will not change – No, existing [INSERT CUSTOMERS’ OR MEMBERS’] usernames will not change.

Q: Will my Online Banking password change?
A: Once the core conversion is complete, our Online Banking will have a new log-in process. Part of the process is changing your password. When you log-in after [INSERT DATE USERS CAN ACCESS ONLINE BANKING AGAIN] for the first time, your password will default to the last four digits of your social security number. Our system will them prompt you to change your password and select security questions.

Q: Can I access Online Bill Pay during the core conversion?
A: You will not be able to access Online Bill Pay during the core conversion process. We highly recommend adjusting any payments that are due during our core conversion timeframe to ensure a timely payment.

Q: I have some payments due during the core conversion process. What should I do?
A: Since you will not have access to Bill Pay after [INSERT DATE], please schedule all online bill payments to be paid before [INSERT LAST DAY THEY SHOULD SCHEDULE AN ONLINE BILL PAYMENT].


We are looking forward to the new changes, and we hope you are too. If you have any questions, please contact us at [INSERT PHONE NUMBER] or visit our website at [INSERT WEBSITE URL – OR SPECIFIC CORE CONVERSION FAQS PAGE ON YOUR SITE].

Respectfully,

[Name]
[Title]
[Bank or Credit Union Name]

Template Info
  • License: Free for Commercial Use
  • Product/Service: System Conversion
  • Note: Compliance related items not included, as they differ for banks and credit unions.
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