BRAND UNIFICATION FAQ'S

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GENERAL QUESTIONS

What is occurring?

On January 17, 2017, our organization will be coming together as one family with one name: Chartway Federal Credit Union.

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Why are we doing this?

Our Member-First commitment remains stronger than ever and we are excited to be able to come together as one family under one name. In addition to enjoying strengthened member benefits and a consistent experience across all of our 17 branches in Utah and 50 branches across the country, we look forward to introducing several exciting and value-added benefits

  • Launching a new Chartway website on January 17
  • Introducing new checking accounts
  • Improving rates
  • Eliminating more than a dozen fees
  • Launching instant issue debit cards

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How will this impact me?

Given that we have always been one organization with the only difference being our name and logo, the transition should be a seamless one. You will be able to continue visiting the same locations and be served by the same employees you have come to know and trust.

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Will any of the current HeritageWest or SouthWest Community branch hours of operation change?

No. We will be maintaining the hours of operation for all of HeritageWest and SouthWest Community’s current branches.

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Will HeritageWest or SouthWest Community phone numbers change?

No. You may continue to use the current phone number you always have at this time.

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When will you update the signage on HeritageWest and SouthWest Community branches and ATMs with the Chartway name and logo?

Signage on our HeritageWest and SouthWest Community branches will be updated with temporary signage, beginning January 16, 2017. We anticipate having all signs updated by March 31, 2017.

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Will this affect my credit report?

No. All credit reports related to the credit union are already being reported under the "Chartway Federal Credit Union" name so there will be no change to this process.

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WEBSITES / ONLINE + MOBILE BANKING

What will happen to HeritageWest and SouthWest Community websites on and after January 17th?

For your convenience, you may continue to use the same website addresses through March 31, 2017. On March 31, you will be automatically redirected to www.chartway.com. At that time, members who have bookmarked the current HeritageWest or SouthWest Community website or online banking service will also be immediately re-directed to our Chartway website.

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What will happen to HeritageWest and SouthWest Community’s online banking services on and after January 17th?

For your convenience, you may continue to use the same online banking through March 31, 2017. On that date, you will be automatically redirected to Chartway's website and online banking.

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Will I need to re-enroll in Chartway’s online banking?

No. You may continue to use HeritageWest and SouthWest Community’s online banking services until March 31. On that date, you will begin using Chartway’s online banking and you will not need to re-enroll. You may also continue to use your existing login ID and password. However, you will be prompted to update your challenge questions and answers and your personal security image.

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What will happen to HeritageWest and SouthWest Community’s mobile banking apps on and after January 17?

For your convenience, you may continue to use the same mobile banking apps through March 31, 2017. After that, the HeritageWest and SouthWest Community app will no longer be operational or available in the app store in your devices “market.”
Be sure to download the Chartway mobile app on March 31 to ensure there is no disruption to your mobile banking experience.

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I am a new member who joined the credit union after January 17. I have not yet enrolled in online or mobile banking. Which website and which app should I use / download?

Please use Chartway’s website and online / mobile banking services.

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BILL PAY

I currently use your bill pay service. Will all my payees transfer to Chartway?

Yes. After March 31, your payees and your current settings will transfer to Chartway’s online banking and bill pay. Your current bills will not be disrupted or changed.

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Will my scheduled payments be affected by the transition to Chartway?

No. Your scheduled payments will not be interrupted.

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DEPOSIT PRODUCTS

Will my checking and savings accounts be changing?

No. There will be no immediate change to your checking or savings accounts as a result of the name unification. We are excited to announce that we will be introducing new checking products spring 2017. Stay tuned for more information.

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Will the routing numbers for HeritageWest and SouthWest Community be changing?

No. The routing numbers will not be changing at this time. However, any accounts opened after January 17, 2017, will feature the Chartway routing number.

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Will I need to order new checks featuring the Chartway name?

No. Once you have used your existing supply of checks, please visit one of our branch locations or contact our check provider Harland Clarke at (800) 355-8123 to place your first re-order featuring the Chartway name and logo. The first 50 checks re-ordered between January 17 and May 31, 2017, will be issued free of charge.
Further details regarding how you can take advantage of this offer will be provided on or before January 17, 2017.

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Do I need to contact my employer or Social Security Admin to update my direct deposit information?

No. Direct deposits will continue to be deposited into your account.

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DEBIT / CREDIT CARDS

Will I need a new debit or credit cards with the Chartway name?

You may continue to use your existing debit and credit cards until you receive new ones with the Chartway name, as follows:

  • HeritageWest Members
    • New debit cards will be mailed April 1
    • New credit cards will be mailed April 15
  • SouthWest Community Members
    • New debit cards will be mailed March 1
    • New credit cards will be mailed March 15

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When my new card is re-issued, will it have the same card number and PIN?

Yes, when your debit or credit card is re-issued, it will maintain the same card number and PIN associated with that card.

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My card was lost / stolen / demagnetized. Can I receive a replacement card with the HeritageWest or SouthWest Community branding?

We will be happy to order a replacement card for you. Please note that we are one organization operating under one name, so the card you will receive will be branded with the Chartway name and logo.

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Will the Chartway logo for EZCard card change?

EZCard will maintain the current branded sites until March 31, 2017. At that time, the sites will be coordinated with the SouthWest and HeritageWest website changes to www.chartway.com, also planned for March 31, 2017.

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Will the HeritageWest logo on the Scorecard Website change?

Scorecard will maintain the current branded sites until March 31, 2017. At that time, the sites will be coordinated with the SouthWest and HeritageWest website changes to www.chartway.com, also planned for March 31, 2017.

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MORTGAGES / LENDING

I’m in the process of getting a loan. What does this mean for me?

As we will be handling your loan on your behalf, there will be minimal impact to you. We will stay in close communication with you throughout the process to ensure the closing process goes smoothly.

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Will rates be the same for my current loans?

Yes. All rates will be the same for your current loans.

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Will my loan documents feature the Chartway name and logo?

Yes. On and after January 17, 2017, we will begin accepting and processing loan applications under the Chartway name and logo.

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I typically use checks to pay my loans, etc. To whom should I remit my check after January 17, 2017?

All checks may be made payable to Chartway Federal Credit Union.

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Will I receive new 1st Mortgage payment coupons?

No. You will continue to receive 1st Mortgage payment coupons as you have in the past from Chartway.

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Can I still make my 1st Mortgage payments at my local branch?

Yes. You may continue make your 1st Mortgage payments at your local branch.

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Can I still apply for a 1st Mortgage or any other loan online after January 17?

Yes. Members will be automatically redirected to our central online loan application site.

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Will Liens added on vehicle/house titles be updated with Chartway name and logo?

No. There are no plans to update liens at this time.

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SOCIAL MEDIA

Will the HeritageWest or SouthWest Community social media sites continue to work?

Yes. The social media sites will remain operational through March 31, 2017. However, we encourage you to "like" Chartway’s Facebook, Twitter, and Instagram Accounts beginning January 17, 2017.
In fact, we look forward to holding contests for our members through Facebook, Twitter, and Instagram, giving all our members the chance to win prizes simply for "Liking" or "Following" Chartway’s Facebook page. We’ll be sharing the contest through email, texts, and targeted social campaigns.
Our social media handles are as follows:

  • Facebook: Facebook.com/ChartwayFCU
  • Instagram: @ChartwayFCU
  • Twitter: @chartwayfcu
  • LinkedIn: LinkedIn.com/company/chartway-federal-credit-union

We will also be updating our Enterprise LinkedIn, YouTube, Glassdoor, Indeed, and Wikipedia pages to reflect our updated logos and company description.

Enjoy the benefits of membership today!

No matter where life takes you, we’re here to help. Because once you're a member, you're always a member.