Pearl Hawaii Federal Credit Union is upgrading to a new core banking system and digital banking system on Monday, June 3, 2024. We ask for your patience during this transition.
All services will be affected. Please see the timeline for important dates and times on when services will be paused.
IMPORTANT MESSAGE
We encourage you to complete your banking needs by Friday, May 31, 2024 before 5:00 p.m. HST. The conversion will take place starting on Friday, May 31st at 5:30 p.m. HST and will limit access to all of Pearl Hawaii’s services.
If you use Online or Mobile Banking to pay bills, you will not be able to create or update payments from May 24th at 3 AM (9 AM EST) until June 3rd at 9 AM HST (3 PM EST). All previously scheduled payments will be processed as usual. Any payments scheduled with a processing date after 5/31/24, will be processed by our new vendor.
For your payments that are due between 5/24 – 6/7, please make any adjustments or schedule any new payments before May 24th.
FOR REAL TIME UPDATES, PLEASE VISIT THIS PAGE DURING THE CONVERSION.
TIMELINE
FRIDAY, MAY 24
If you use Online or Mobile Banking to pay bills, you will not be able to create or update payments from May 24th at 3 AM (9 AM EST) until June 3rd at 9 AM HST (3 PM EST). All previously scheduled payments will be processed as usual. Any payments scheduled with a processing date after 5/31/24, will be processed by our new vendor.
For your payments that are due between 5/24 – 6/7, please make any adjustments or schedule any new payments before May 24th.
MONDAY, MAY 27
New registration to Online Banking will not be available.
THURSDAY, MAY 30
SnapDeposit will not be available.
FRIDAY, MAY 31
Access to Online Banking will not be available starting at 11 AM HST
12 PM HST – Limits will be placed on Debit and ATM cards.
Set card travel notices if you plan to travel out-of-state during the upgrade period.
Open Normal Business Hours (9 AM – 5 PM HST)
5:00 PM HST – Complete your banking needs before this time
5:30 PM HST – SERVICES WILL NOT BE AVAILABLE
All locations will be closed.
Shared Branching services locally, nationally, and internationally will not be available.
Member Telephone Service (MTS) will not be operational.
SATURDAY, JUNE 1
All locations closed and services will not be available.
MONDAY, JUNE 3
All locations will remain closed. Electronic services will be available. Electronic Services includes ATM, Debit, Online Banking, SnapDeposit, Bill Pay, Share Drafts and ACH.
TUESDAY, JUNE 4
9 AM HST – All locations will reopen for business and all services will be restored.
Upgrading our core system will position Pearl Hawaii for the future by introducing new technology that will enable us to expand our services and improve processing efficiency to better serve our members. While the changes will primarily affect our internal departments, members will notice key differences in their digital banking experience.
Some of the enhancements will include:
- A faster online and mobile banking experience
- Consolidation into a single app experience
- Improved SnapDeposit access
- Integrated mobile Credit and Debit Card controls
- Enhanced transactional notifications
- Greater access to emerging fintech technologies
- Credit monitoring services
- Account aggregation services
YOUR CORE CONVERSION QUESTIONS ANSWERED…
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Q: WHO DOES THIS AFFECT?
A: The core conversion will impact all members.
Q: WHAT IS A CORE?
A: Our core banking system is the computer software responsible for Pearl Hawaii’s primary functions such as managing your accounts, handling deposits and withdrawals, processing loans, and integrating services like digital banking or ATM services.
Q: WHEN WILL THE UPGRADE TAKE PLACE?
A: The conversion will take place starting on Friday, May 31st at 5:30 p.m. HST and will limit access to all of Pearl Hawaii’s services.
Q: WHY IS PEARL HAWAII MAKING THIS CHANGE?
A: This system upgrade is to bring you the most advanced technology with improved security, enhanced services, and greater banking convenience. Upgrading to newer technologies provides Pearl Hawaii’s members with a stronger, more reliable, and more efficient system today. It provides the Credit Union with the ability to improve in the future with more capable services and improved information security. Immediately, members will have access to a new online banking system and faster app.
Q: HOW DOES THIS CORE SYSTEM CONVERSION BENEFIT ME?
A: Pearl Hawaii will be able to provide:
- A more convenient and streamlined online and mobile banking experience.
- More personalized account features and functionality to better manage your money.
- Improved efficiencies in service online, on the phone, and in the branch.
Q: WILL MY ACCOUNT AND FINANCIAL INFORMATION STAY SECURE DURING THE CORE CONVERSION PROCESS?
A: Yes, your security is our top concern. The core conversion process will not compromise the security of your information in any way. Member privacy and security are always our priority, and the new system will provide even more safeguards to protect sensitive information. For peace of mind, we encourage you to review statements before, during, and after conversion to ensure accounts are as they should be. Additionally, monthly statements will be created for both April and May so members have access to their account information prior to the conversion.
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Q: WILL PEARL HAWAII BE CLOSED?
A: All locations will be closed on June 1st and 3rd.
Q: WILL I HAVE ACCESS TO MY FUNDS DURING THE CONVERSION?
A: During the conversion, Pearl Hawaii will be closed and all transactional services, including Shared Branch services and digital services, will be unavailable as of Friday, May 31st at 5:30 PM HST until Monday, June 3rd, 9 AM HST. In addition, limits will be placed on Debit and ATM transactions during this time.
Q: WHAT SERVICES WILL NOT BE AVAILABLE?
A:
- All locations will be closed.
- Shared Branching services locally, nationally, and internationally will not be available.
- Limits will be placed on Debit Card and ATM transactions.
- All digital services (Online, Mobile, SnapDeposit) will not be accessible.
- Member Telephone Service (MTS) will not be operational.
Q: WILL I BE ABLE TO USE MY DEBIT OR CREDIT CARDS AND PIN?
A: Yes, all Debit and Credit Cards and their PINs will remain the same. Credit Cards will not be affected. Limits will be placed on Debit and ATM transactions from May 31st at 12 PM to June 3rd at 9 AM HST.
Q: CAN I USE THE ATM?
A: Yes, you can continue to use the ATM with your ATM, Debit, or Credit Cards. Adjusted withdrawal limits for Debit and ATM cards will be in place from May 31st at 12 PM to June 3rd at 9 AM
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Q: WILL MY ACCOUNT OR CHECKING ACCOUNT NUMBER CHANGE?
A: Your account number or checking account number will not change. The product name will change for all Kasasa products and your account suffix will change. For example, if your account number is 123456 and, historically, we have used a suffix of 2 for checking (i.e., 123456-2). The suffix or the “-2” will change to a new suffix code for all account types.
Q: WILL MY DIRECT DEPOSIT, PAYROLL ALLOTMENT, AUTOMATIC PAYMENTS, OR ACH TRANSACTIONS BE AFFECTED?
A: No, everything will be processed as usual.
Q: WILL I NEED TO ORDER NEW CHECKS?
A: No, you can continue to use your existing checks.
Q: WILL I BE ISSUED A NEW DEBIT, ATM, OR CREDIT CARD AND PIN?
A: No, all Debit and Credit Cards and their PINs will remain the same.
Q. WILL MY STATEMENTS BE DELAYED DUE TO THE CONVERSION?
A: No, paper statements and e-Statements will arrive within the normal timeframe.
Q: WILL PEARL HAWAII’S ROUTING NUMBER CHANGE?
A: No, Pearl Hawaii’s routing number will continue to be 321380328.
Q: WILL DIVIDEND PRODUCTS (I.E., CERTIFICATES, IRAs, CHECKING) CHANGE?
A: Dividend frequency will remain the same after the conversion. For April and May 2024 though, dividends will be paid monthly.
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Q: WILL MY PHFCUONLINE LOGIN AND PASSWORD NEED TO CHANGE?
A: No, members who use online and mobile banking will be required to reenter their login information and password. You can use the same username and password that you use today.
Q: WILL I NEED TO PRINT OR SAVE MY e-STATEMENTS OR TAX FORMS?
A: No. Your electronic statements and tax forms will still be available to review after Monday, June 3rd at 9 AM HST.
Q: WILL I NEED TO SAVE MY ONLINE ACCOUNT HISTORY BEFORE THE UPGRADE?
A: No, you will not need to save your account history. Your account history for the last 12 months will still be available after the upgrade.
Q: WILL I STILL SEE MY ONLINE BANKING ACCOUNT CUSTOMIZATIONS?
A: No, your customizations will not be available, but you will be able to rename accounts again.
Q: WILL I STILL RECEIVE THE ALERTS I HAVE SET UP IN ONLINE BANKING?
A: No, you will have to create and schedule alerts again.
Q: HOW WILL THE TRANSITION AFFECT BILL PAY?
A:
- On May 24, Bill Pay access will be restricted until June 3rd. Please make all payments before or after these dates.
- Your payments will continue as scheduled.
- Your payees will transfer over to the new platform.
- If your payment was set up through the electronic bill pay feature (eBills), you will need to set this up on the new platform.
- Your bill payment history will not be available with the new platform. You will be able to see the last 12 months of bills that were paid in your checking account history.
- Online Banking and Bill Pay functionality will be available with the new platform on June 3rd (time to be determined).
Q: WHEN CAN I USE THE MOBILE APP?
A: The newest version will be available on June 3rd at approximately 9 AM.
Q: DO I HAVE TO DOWNLOAD A NEW APP?
A: Depending on your device, you may have to download a new application. Some devices may only require an update.
Q: WILL PEARL HAWAII STILL REQUIRE A SEPARATE APP FOR CARD CONTROLS?
A: No, you will only need one app. With the conversion, you will be able to access Pearl Wallet from our primary app.
Q: WILL I BE ABLE TO ACCESS QUICKEN, MINT, QUICKBOOKS QUICKEN?
A: We are discontinuing this service.
Q: I HAVE A LIST OF MEMBERS THAT I MAKE TRANSFERS TO STORED IN ONLINE BANKING, WILL THAT INFORMATION MOVE TO THE NEW SYSTEM OR WILL I HAVE TO ADD THE INFORMATION AGAIN?
A: For members that do not share an account with you, you will need to enter the information again.
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Q: WILL MY LOAN NUMBER CHANGE?
A:Your three-digit account or loan suffix will change to a new four-digit suffix.
Q: WILL AUTOMATIC PAYMENTS TO MY LOANS CONTINUE AS SCHEDULED?
A: Yes, your payments will continue to automatically transfer from your savings or checking account as requested.
Q: WILL I BE ABLE TO COMPLETE AN ONLINE LOAN APPLICATION DURING THE UPGRADE?
A: Yes, you can apply. Applications made during the transition may not be processed until Tuesday, June 4th.
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Q: WILL MTS BE AVAILABLE DURING THE UPGRADE?
A: Unfortunately, MTS will not be available during the upgrade. You can access this service on or after June 3, 2024 (time to be determined). MTS will be receiving an upgrade as well so you may experience a scaled down version at first.
Q: WILL THE MTS PHONE NUMBER CHANGE AFTER THE UPGRADE?
A: No, the number will be the same: 808.737.4328 (73.PHFCU).