General QuestionsWhen will Bank Independent upgrade the banking system?Why are you upgrading your banking system?Will your branches close early or close for the day during the upgrade?Are you making any changes to my accounts?Can I still deposit and withdraw money during the upgrade?Will automatic transfers I have set up between my accounts continue?Will my information remain secure during this transition to new systems?What do I need to do to prepare for the system upgrade?What number should I call for system upgrade questions and assistance?Telephone BankingWill there be any changes to telephone banking?Statements and eStatementsWill I still receive images of my checks with my statements?Do I have to re-enroll for eStatements?Will my statement date change?Check Cards and ATMsWill I be able to use my Bank Independent Check Card during the systems upgrade?Will all of the Bank Independent ATMs be available during the upgrade?Can I obtain a current account balance at an ATM during the upgrade?I just enrolled in Bank Independent’s Check Card Rewards. Will I continue to accrue rewards points for purchases I make during the upgrade?What if I want to redeem my points?Online BankingWill I have to re-enroll in Online Banking after the upgrade?Will the new Online Banking system offer new features?
General QuestionsWhen will Bank Independent upgrade the banking system?Bank Independent will begin the upgrade process after closing at 8:00 p.m. on Thursday, April 18. The upgrade will take place through the weekend and conclude after closing on Monday, April 22. All systems will be fully functional beginning Tuesday, April 23 at 8:00 a.m.Why are you upgrading your banking system?At Bank Independent, we want to be prepared for the future of banking, and continue to offer you the most efficient service and technological advances. Our new system will not only provide immediate improvements, but will set the stage for future advancements in banking technology. As our customer, you’ll enjoy more convenient electronic banking options, like making deposits using your phone’s camera and easily transferring money from one bank to another. In our branches, you’ll experience speedier service, less paperwork, and more one-on-one time with your banker.Will your branches close early or close for the day during the upgrade?No. We will maintain normal business hours at each of our 27 convenient locations in north Alabama. For a complete listing of our branch locations and hours of operation, please visit our Locations page.Are you making any changes to my accounts?Your deposit and loan account names/types and numbers will not change, so please continue to use your current payment booklets, checks, deposit slips and check cards following the upgrade.Can I still deposit and withdraw money during the upgrade?Yes. Available funds in your accounts can be withdrawn, and credits will be posted to your account. However, these debits and credits will not be reflected at an ATM, in Online Banking or Mobile Banking, or in Independent Express telephone banking from Friday, April 19 to Monday, April 22. Will automatic transfers I have set up between my accounts continue?Yes, any pre-scheduled or recurring transfers in or out of your accounts set up prior to Thursday, April 18 will continue after the upgrade, and you will be able to view these transfers in Online Banking. However, you cannot cancel or edit these transfers in Online Banking. To cancel or change a scheduled or recurring transfer after the upgrade, please call Customer Service at (256) 386-5000 or (877) 865-5050.Will my information remain secure during this transition to new systems?Absolutely. The safety and security of our customers and your personal information is of utmost importance to us, and this upgrade will not compromise those standards in any way.What do I need to do to prepare for the system upgrade?Please pay careful attention to the Upgrade Checklist, as some of these changes will require you to take action and will include a temporary disruption in service during the upgrade weekend.What number should customers call for system upgrade questions and assistance?If you have any questions about your account or services, please visit your nearest branch or contact Customer Service at (256) 386-5000 or (877) 865-5050 Monday through Saturday, from 8:00 a.m. until 8:00 p.m. From April 18 through May 4, Customer Service will be available from 8:00 a.m. until 11:00 p.m. Monday through Sunday.Telephone BankingWill there be any changes to telephone banking?No, Independent Express telephone banking will be available throughout the upgrade and your current personal identification number will not change. To access Independent Express please call (866) 478-5010. Please note that information provided through Independent Express telephone banking during the systems upgrade on April 19, 20, 21 and 22, will not reflect account activity posted since Thursday, April 18. The system will update and provide real-time account activity beginning Tuesday, April 23.Statements and eStatementsWill I still receive images of my checks with my statements?Yes, if you currently receive images of your checks with your paper or electronic statements (eStatements), you will continue to receive check images following the upgrade.Do I have to re-enroll for eStatements?Only one account holder will continue to receive notifications after April 25 when the eStatement is ready for viewing within Online Banking. Other account holders will have to be re-enrolled by that account holder to continue receiving eStatements. Following the systems upgrade, archived eStatements may not be available for viewing in Online Banking until April 28.Will my statement date change?Yes, the date you receive your paper statement in the mail or receive email notification of the availability of an eStatement may be slightly adjusted by one to two days after the upgrade beginning April 25-28. After April 25, if you do not receive your paper statement within three days of your usual date, please contact Customer Service at (256) 386-5000 or (877) 865-5050. After April 28, if you do not receive your eStatement email notification within three days of your usual date, please contact Customer Service.Check Cards and ATMsWill I be able to use my Bank Independent Check Card during the systems upgrade?Yes, your Check Card and personal identification number will not change during the upgrade, and you can use your Check Card for purchases or other transactions throughout the upgrade.Will all of the Bank Independent ATMs be available during the upgrade?Yes, each of Bank Independent’s Automated Teller Machines (ATMs) will be available. However, from Monday, April 15 through Friday, April 26, our ATMs may have limited capability as we upgrade each individual machine. An example of “limited capability” may mean you may only be able to access funds from ONE of your accounts at the ATM.Can I obtain a current account balance at an ATM during the upgrade?Unfortunately, all systems, including ATMs, will reflect balances as of Thursday, April 18 until the upgrade is completed on Monday, April 22. Other transactions, including withdrawals, will still be available up to pre-specified limits.I just enrolled in Bank Independent’s Check Card Rewards. Will I continue to accrue rewards points for purchases I make during the upgrade?As part of our banking systems upgrade, we are re-evaluating our current program to ensure that our customers receive the utmost benefit. Current check card rewards customers will receive further information on the post-upgrade program and any changes that may take place. Please be assured that any points accrued through our upgrade weekend will be carried over into the post-upgrade program, and you will continue to accrue points until the new BI Rewards program is introduced. What if I want to redeem my points?If you would like to redeem your points prior to our systems upgrade, please do so before Thursday, April 11. You will not have the capability to access or redeem your Check Card Rewards points from April 11 until a new program is in place, which could be as late as June, 2013. However, you will continue to accrue points until the new Rewards program is introduced.Online BankingWill I have to re-enroll in Online Banking after the upgrade?No, your user ID and password will be converted to the new system. However, upon first log-in following the upgrade, you will be prompted to choose a new authentication image and select three new security questions and answers. You will also have the option of creating a personalized question and answer for use with the new “Forgot Your Password?” feature.Will the new Online Banking system offer new features?Yes. New features will include bank-to-bank transfers, money-saving Online Banking deals, the ability to schedule alerts, a customizable home page, and a robust online financial management tool. For a complete description of the Online Banking upgrades, please consult the detailed Customer Guide you received in the mail or click here for a PDF version.