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System Upgrade 2023

An enhanced member experience is coming your way

Over the past few years, HomeTown has achieved significant growth while focusing on our core values and keeping our members’ product and service needs at the forefront. Since 2019, we’ve opened two new branches, grown to serving over 22,000 members, and most recently expanded our eligible service area to include 26 counties in southern Minnesota. And now, to ensure we have the foundation in place to continue providing well-rounded product and service offerings and positive member experiences, we will be upgrading our systems on May 1 and 2.

As a result of upgrading our systems, our team will be able to:

  • Serve members more efficiently
  • Provide enhanced product offerings
  • Offer more rubust online and mobile banking platforms

Branch Closure Dates:

  • Monday, May 1, 2023
  • Tuesday, May 2, 2023

While there will be some temporary disruptions to service, we are excited to share enhancements that we believe will provide long-term benefits. Please use the tabs below as a resource leading up to the System Upgrade.

Here are the enhancements you can expect as a result of the System Upgrade:

  • New Share / Loan IDs: All accounts will have new IDs. While this will mostly affect our back-end processes, members will see these new IDs used on monthly statements, within our Online & Mobile Banking platforms, and when communicating with staff at our branches. The IDs will be changing from a two-digit value to a four-digit value such as 01 to 0001 or 75 to 0075.
  • New Online Banking Platform*: Our Online Banking platform will have a new, refreshed look, new enhancements, and new login requirements. Some of the enhancements include:
    • An improved Bill Pay** program
    • Simplified Member to Member Transfers
    • A new section for Card Management
    • A new Chat Conversations feature
    • Access to Account Alerts
    • Ability to request Skip Payments
    • Ability to request Loan Payoff Quotes

*Online Banking Enrollment: Members will need to re-enroll in Online Banking. For instructions on how to re-enroll, please click here. Otherwise, there will be prompts to follow for enrollment the first time you visit the new Online Banking platform after the System Upgrade. Along with enrollment, any alerts or account nicknames in place will need to be re-setup.

**Bill Pay Reminder: Access to the current Bill Pay system will be available through April 25, and any payments scheduled through April 28 will process as scheduled. Any payments scheduled for April 29, April 30, May 1, or May 2 will not be processed until May 3. If this will affect your bills, please plan to login ahead of the System Upgrade and adjust payments to process on a schedule that will work for you.

  • Acccess to Early Payroll Deposits: Members will have access to their payroll up to two days early. As soon as HomeTown receives payroll funds, they will be automatically deposited into the appropriate accounts instead of waiting until pay day.
  • New Phone Banking Platform: We will have a new Telephone Banking platform. When members call in the first time, there will be setup prompts to follow for enrollment. The phone number will remain 800-492-5204.
  • New Mobile Banking App: Following the System Upgrade, we will have a new Mobile Banking app called HomeTown Mobile. It will be found in both the Apple App Store and Google Play Store and should be downloaded after the System Upgrade is complete.

Apple Link

Android Link

Here is what will remain the same after the System Upgrade:

  • Member Numbers: Member numbers will remain the same.
  • Checking Account Numbers: Checking account numbers will remain the same. There will be no need to re-order checks.
  • Account Balances: All account balances will transfer
  • Loan Rates & Payment Due Dates: All loan rates and payment due dates will transfer over.
  • Debit & Credit Cards, including PINs: Members will still be able to use the same Debit and Credit Cards. PINs will remain the same.
  • Statements: Member Statements will have the same look and structure.

Please use this table as a guide for what services are available/unavailable leading up to and during the System Upgrade on May 1 & 2.

Operation

Friday,

Apr 28

Saturday,

Apr 29

Sunday,

Apr 30

Monday,

May 1

Tuesday,

May 2

Lobbies Open Open CLOSED CLOSED CLOSED
Drive-Thrus Open Open CLOSED CLOSED CLOSED
ATMs Available Available Available Available Available
Night Drop Boxes Available Available Available1 Available1 Available1
Credit Cards Available Available Available Available Available
Debit Cards Available2 Available2 Available2 Available2 Available2
Apple Pay/ Google Pay Available3 Available3 Available3 Available3 Available3
Lost/Stolen Card Support Available4 Available4 Available4 Available4 Available4
Online Loan/Member Apps Unavailable Unavailable Unavailable Unavailable Unavailable
Online Banking Available until 3pm Unavailable Unavailable Unavailable Unavailable
Mobile Banking Available until 3pm Unavailable Unavailable Unavailable Unavailable
Phone Banking Unavailable Unavailable Unavailable Unavailable Unavailable
Bill Pay Scheduled payments will process Unavailable Unavailable Unavailable Unavailable
Mobile Deposits Available until 1pm Unavailable Unavailable Unavailable Unavailable
eStatements Available until 3pm Unavailable Unavailable Unavailable Unavailable
Card Controls Unavailable Unavailable Unavailable Unavailable Unavailable
Account-to-Account Transfers Unavailable Unavailable Unavailable Unavailable Unavailable
Popmoney Unavailable Unavailable Unavailable Unavailable Unavailable

1 - All items left in the Night Drop Boxes these days will be processed on Wednesday, May 3.

2 - Debit cards will be available on a limited basis with only a set amount of funds available each day. The limits will be up to $505 for ATM withdrawals and $1,500 for purchases per day (or up to your available balance if below). Please plan to have another form of payment available should you need it.

3 - Digital Wallet will be available up to a set amount of funds available each day. Please plan to have another form of payment available should you need it.

4 - Please use the following phone numbers for Lost/Stolen Card Support:

• April 28, 29, & 30 — (800) 472-3272

• May 1 & 2 — (888) 297-3416

Here are the steps you should take to prepare for the System Upgrade:

  • Review branch hours: All HomeTown Credit Union branches will be closed on Monday, May 1 and Tuesday, May 2. While the branches are closed, the HomeTown team will be working diligently to complete the System Upgrade in a timely and seamless manner.
  • Plan ahead with debit card usage: From April 28 through May 2, debit cards will be available on a limited basis with only a set amount of funds available each day. Please plan to have another form of payment available should you need it.
  • Plan ahead with Bill Pay scheduling: Access to the current Bill Pay system will be available through April 25, and any payments scheduled through April 28 will process as scheduled. Any payments scheduled for April 29, April 30, May 1, or May 2 will not be processed until May 3. If this will affect your bills, please plan to login ahead of the System Upgrade and adjust payments to process on a schedule that will work for you.
  • Review Online Banking enrollment how-to: Upon first login within the new Online Banking platform, members will be prompted through the re-enrollment process. This will include creating a new username and password. For detailed instructions on how to re-enroll, please click here

Here are the steps you should take after the System Upgrade:

  • Re-enroll in Online Banking
  • Download the new Mobile Banking app, HomeTown Mobile.

‚ÄčApple Link

Android Link

Here are answers to a few frequently asked questions:

Q: How does the System Upgrade benefit me?

A: As a result of the System Upgrade, HomeTown will be able to provide members with:

  • A streamlined banking experience
  • Enhanced product and service offerings
  • More robust Online and Mobile Banking platforms

Q: Is my personal and financial information safe and secure?

A: Yes. The safety of member account and personal information is HomeTown’s top priority. Personal data and account information will be secure through the entire System Upgrade process.

Q: Is my Member Number changing?

A: No. Member Numbers will remain the same following the System Upgrade.

Q: Will there be a delay in receiving my statements?

A: No. Statements will arrive following the same schedule as previous months.

Q: Will branch hours be affected by the System Upgrade?

A: Yes. All HomeTown Credit Union branches will be closed on Monday, May 1 and Tuesday, May 2. Please also review the Service Availability Schedule for additional disruptions to service leading up to the System Upgrade.

Q: Will I be able to access Online Banking?

A: No, Online Banking will be unavailable from Friday, April 28 at 3pm through May 2.

Q: What should I do if I have additional questions?

A: If you have other questions, please contact us at (888) 451-3798 or reach out to a HomeTown representative.

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