System Upgrade Complete

Frequently Asked Questions

Suncoast Credit Union recently upgraded our core processing system effective February 17, 2015. We believe our members deserve the best service possible – online, by phone, on the app or in person and a more efficient system means better service to you. That’s why we converted to the top rated credit union core processing system in the country. Our new system allows us to better serve you – our member and most valuable asset – with enhanced capabilities for future products and services, faster transactions and expanded options for current services.

Learn what’s new, what’s stayed the same and how the new core processor can improve your member experience.

System Upgrade (Conversion) Overview

Why did Suncoast upgrade its system?

The upgrade to our core processing system allows Suncoast to better serve you now through enhanced delivery channels and processes and in the future by supporting strategies and growth for continued service enhancements.

When did the upgrades take place?

The system upgrades took place between 8pm ET Friday, February 13, 2015 through Monday, February 16, 2015.

Post-Conversion Information
MEMBER NUMBERS, SUFFIXES AND ACCOUNT NUMBERS

Did my member number change?

Your current member number (sometimes referred to as your account number) remained the same. In some cases, you may see your account number presented as a 10-digit number with leading zeroes; however, it is not necessary to enter leading zeroes when transacting business.

Did deposit account numbers and suffixes change?

Your deposit account numbers are a combination of your member number and an identifying suffix. Deposit account suffixes – which identify whether you have a checking, savings, money market or special savings – have been expanded from two digits to four digits. For example, the suffix for a Smart Checking account was 50 and is now Account ID 0050. If your member number is 12345, and your Smart Checking account suffix was 50, your new account number for your Smart Checking account is 12345-0050. Learning your new four digit IDs will help you conduct business at a branch or via phone banking.

Did certificate account numbers and suffixes change?

Certificate account numbers are a combination of your member number and an identifying suffix. Certificate account suffixes – which identify whether you have a regular share certificate or retirement certificate – have been expanded from two digits to four digits. For example, if your member number is 12345 and your current suffix was 10, your new regular share certificate account number is 12345-1010; if your member number is 12345 and your current suffix was 70, your new retirement certificate account number is 12345-2070. Learning your new four digit IDs will help you conduct business at a branch or via phone banking.

Did loan account numbers and suffixes change?

Your loan account number is a combination of your member number and an identifying suffix. Loan account suffixes – which identify your different loan accounts such as auto loans and personal loans – have been expanded from two digits to four digits. For example: Loan Suffix 20 is now Loan ID 0020. If your member number (also known as your account number) is 12345, and your loan suffix was 20, your new loan account number is 12345-0020. This change will appear on your statement and within online banking. Learning your new four-digit IDs will help you conduct business at a branch or via phone banking.

Did my mortgage account number change?

Your current mortgage account number is now ten digits and starts with a 9 and zeros leading up to your current number and suffix. For example, if your mortgage account number was 12345 and 60 was the suffix, your new account number is 9001234560.


CHECKS AND CARDS

Do I need to order a new Suncoast ATM, debit or credit card?

No. Your Suncoast ATM cards, debit cards, and credit cards will continue to function normally.

Did the MICR number that appears on my checks change?

Magnetic Ink Character Recognition (MICR) is a character-recognition technology used by the banking industry to ease the processing and clearance of checks and other documents. This is best recognized as the numbers found on the bottom of your checks. Your old MICR number will continue to work for checks and deposits. You don’t need to order new checks until you have depleted your current supply. When ordering new checks from Suncoast, your new MICR number will appear on the checks. Should you choose to order checks from a source other than Suncoast, or change your direct deposit, please consult a Suncoast Credit Union representative to obtain the proper MICR number.

Do I need to order new checks?

No. You can continue to use your current checks. You will not need to order checks until you deplete your current supply.


CERTIFICATES

Why is there a difference between my Certificate Balance and Available Balance?

The difference between your Certificate Balance and Available Balance represents the $500 minimum balance requirement for Certificate Accounts. All funds are available for withdrawal upon closure of the Certificate Account. If the Certificate secures a loan, the available balance represents the secured amount in addition to the $500 minimum balance requirement.


GENERAL ACCOUNT INFORMATION

I use services like Quicken and Mint.com. Do I need to change anything?

Members using Quicken, Mint.com or similar services should disable auto update and reconnect those services. Because your account numbers have changed, those services aren’t able to automatically update, as they’re looking for the old account numbers.

How to update your Quicken Mac 2006 - 2007

How to update your Quicken Essentials and Mac 2015

How to update your Quicken Windows 2012 - 2015

How to Refresh FIDir.txt File for Quicken 2015 on a Mac

How to Refresh Financial Institution List in Quicken for Windows

Am I able to access my transaction history online?

Yes, you are able to access your transaction history online, with access to 90 days of history prior to the system upgrade. The transaction history has a new look.


AUTOMATIC PAYMENTS AND TRANSFERS

Did my direct deposit or automatic payments continue to post after the system upgrade?

Direct deposits (including payroll deposits, Social Security, Supplemental Security Income (SSI) benefits, or other regular deposits) and existing automatic payments to or from any of your Suncoast accounts WERE NOT affected by the system upgrades and will continue to be processed as usual. You do not need to contact any businesses that withdraw or deposit funds from or into your Suncoast account.

Did my automatic transfers between my Suncoast accounts continue to post after the system upgrade?

Automatic transfers between your respective Suncoast accounts (i.e. from your Suncoast Checking account to your Suncoast Savings account) were not affected by the system upgrade.

Did the upgrade change the delivery time for bill payments?

No. The delivery time for online bill payments has remained the same. Remember, bill payments are not processed on weekends or holidays.


LOANS

Did my loan suffix number change?

Loan suffixes have been expanded from two digits to four digits and are being referred to as Loan IDs. For example: loan suffix 20 is now Loan ID 0020. This change appears on your statement and within online banking. Learning your new four digit IDs will help you conduct business at a branch or via phone banking.

What enhancements affect my loan payments?

If you have your loan payment set up to transfer from your checking account and funds are not available on your due date but have overdraft protection from your savings (and funds are available), the payment will transfer.


DIVIDENDS

Were dividend payments affected by the system upgrade?

Yes. Dividends for money market and checking accounts are no longer applied based on your statement cutoff date. Instead, dividends for money market and checking accounts are compounded and applied at the end of each month. This is reflected on your statement. For example, if you typically receive your checking account statement on the 20th of the month, you will not see a dividend payment applied on the 20th. Instead, the dividend payment listed on your statement will reflect payment made on the 30th or 31st of the month prior.

When will dividends be posted?

On February 13th your dividends that cover the period of time from your last regular statement through February 13th were posted. The next time your dividends post will be on the last day of the month and will cover the period of time from February 14th through the last day of the month.


ONLINE BANKING, MOBILE BANKING & BILL PAY

Did the system upgrade affect how I login to online or mobile banking?

No. Continue to use your member account number and Personal Identification Number (PIN) to log into SunNet Online Banking and SunMobile mobile banking.


SUNTEL TELEPHONE BANKING

How did the system upgrade affect SunTel Telephone Banking?

SunTel underwent an upgrade, however most functions remain the same. Continue to use your existing member number, which has been expanded to a 10-digit number leading with zeros. If you have multiple products, you are asked to enter a 4-digit account suffix to identify which product you’re requesting information about.


STATEMENTS

How did the system upgrade affect my account statement?

All members were sent an abbreviated account statement on February 13, 2015, the final day that our existing system was in place. The statement covered the period of time from your last statement up to that date. Any statement with a drop date that fell between February 14th and February 25th was not generated; instead, transactions made during those dates will be printed on your March statement. All statements received after February 17 were generated from our upgraded system and have an improved, easier-to-read format.

How did the system upgrade affect my mortgage statement?

Mortgage billing statements are delivered as they were prior to the system upgrade. During the first month after converting to the new system, you can refer to your periodic statements as of 2/13/15 for a detailed history of your previous mortgage payment.

Am I able to access my previous account statements after the system upgrade?

All statements issued prior to the system upgrade are available as usual.


MORTGAGES

Did my mortgage account number change?

Home Equity account numbers and Equity Line of Credit account numbers remain the same; however the loan suffix has been expanded from two digits to four digits. For example, loan suffix 39 is now 0039.

First mortgage account numbers have been expanded to 10 digits and begin with a 9 and 0s leading up to your current number and suffix. For example, if your mortgage account number is 12345 and 60 was the suffix, your new account number is 9001234560. If you open a new 1st Mortgage after conversion, your mortgage account number is 10 digits and starts with 81.

Did my mortgage escrow change?

The Credit Union will continue to analyze escrow accounts on an annual basis, but will begin doing so in February of each year.

Did the system upgrade affect my mortgage payment?

After the system upgrade, you may experience a delay in seeing your mortgage payment posted to your account. Your payment is posted as of the day you make your payment; however, you may not be able to see the payment being posted to your account until the next business day.

How did the system upgrade affect my mortgage statement?

Mortgage billing statements are delivered as they were prior to the system upgrade. During the first month after converting to the new system, you can refer to your periodic statements as of 2/13/15 for a detailed history of your previous mortgage payment.

Are my mortgage receipts at the teller line different?

The majority of mortgage receipts still contain the payment breakdown and current balance along with the year-to-date interest paid, however some members may receive receipts that contain only the total amount paid. The full payment breakdown appears on your Mortgage Billing Statement.


TELLER TRANSACTIONS

Are my receipts at the teller line different?

Teller receipts look different and include more information for you, such as the check amount, if cash is being deposited or withdrawn, and the breakdown of cash denominations.