System Upgrade Q & A

 

Q: Why is Town Center Bank going through a system upgrade?
A: Town Center Bank wants to ensure that every customer has the best experience possible. The upgrade will create a more enhanced and innovative banking experience. The upgrade will also add additional technology security.

Q: When is Town Center Bank conducting the system upgrade?
A: The upgrade to our system will begin on Thursday, September 15th, 2022, and will be completed by 8:00am, Monday, September 19th, 2022.

Q: Will I have access to the funds in my account during the upgrade?
A: Yes. Although our online banking and mobile app will be unavailable during the upgrade period, the upgrade to our system will not restrict access to your funds.

Q: Can I continue to use my existing debit card during and after the upgrade?
A: Yes. Town Center Bank debit cards will be available for cash withdrawals and purchases throughout the upgrade and will continue to be used after the upgrade period has been completed.

Q: Will the system upgrade affect my online and mobile banking service?
A: Yes. Online and mobile banking access will be unavailable starting at 3:00 pm on Thursday, September 15th, 2022, and our new mobile banking app and website will go live the morning of Monday, September 19th, 2022. The login ID that you currently use will remain the same. For security purposes, you will be prompted on your first login after the upgrade to create a new password and security questions. Your account and transaction history will remain in the upgraded system.

Q: Will I be able to use the same Town Center Bank app after the upgrade?
A: Apple Users - The product will only need to update your current app after the system upgrade. 
Android Users - Will need to delete the existing app, go to the play store, and download the upgraded version. The name of the app will remain Town Center Bank.

Q: Will I need to get new checks after the system upgrade?
A: No. You will continue using your existing checks.

Q: Is my account number or routing number going to change?
A: No. The bank routing number and all account numbers will remain the same.

Q: How will this affect my direct deposit and ACH?
A: Direct deposits and any incoming or outgoing ACH transactions will remain the same.

Q: Will the bank be changing hours or locations?
A: No. Locations and hours will remain the same.

Q: Will Remote Deposit Capture (Check Scanners) change?
A: Yes, the Check Scanner Machine will not change, however with our new system upgrade, Remote Deposit Capture will be offered as part of your online banking account. Town Center Bank will work with all Remote Deposit Capture Customers prior to Thursday, September 15th, 2022, to update all software for scanner usage.

Q: Will I still be able to make Mobile (cellphone) Deposits?
A: During the upgrade, Mobile Deposit will be unavailable starting Thursday, September 15th, 2022, at 3 pm. Mobile Deposit will become available again on the morning of Monday, September 19th, 2022, with the introduction of our new upgraded app.

Q: How will the system upgrade affect Positive Pay?
A: Positive pay will be unavailable starting at 3:00 pm on Thursday, September 15th, 2022, till the morning of Monday, September 19th, 2022. Positive Pay will now be included in online banking, removing the need for multiple sign-ons.

Q: Will I still have access to telephone banking?
A: Starting Thursday, September 15th, 2022, telephone banking will no longer be available, but do not worry. You may call our Customer Service Specialists at 815-806-7001 or 815-463-7002 to get any information you need.

Q: Will I still be able to send money through ACH and Wires during the upgrade period?
A: Starting at 3:00 pm on Thursday, September 15th, 2022, wires will be available in person only and ACH origination will be unavailable. Full usage of these services will resume the morning of Monday, September 19.

Q: Will I still be able to make payments through bill pay?
A: Yes. Bill payments scheduled prior to the upgrade will take place as scheduled. New bill payments cannot be set up until after the upgrade period on the morning of Monday, September 19th.

Q: Will the upgrade affect my automatic transfers?
A: No, automatic transfers that are set up before the start of the upgrade will not be affected and will continue as normal.

Q: Will I be able to complete transactions at the bank during the upgrade period?
A: Yes. Our customer service specialists will be available to assist you with deposit, withdrawals, and other normal banking needs during our normal business hours.

Q: Will I be able to speak with a live person during the upgrade?
A: Yes. You may call 815-806-7016 at any time through the upgrade period for assistance.