Frequently Asked Questions

How do I prepare for the system upgrade and how can I access my funds?

1. Note the dates and times of the system upgrade on your calendar and call/visit your local branch with any questions or concerns prior to the upgrade weekend.
2. Branches will be open to handle transactions on your accounts—all branch locations will operate normal business hours (Monday – Friday 9:00 AM – 5:00 PM).
3. Before the upgrade, you may wish to plan in advance for payments, transfers, wires, and cash withdrawals you need to make.
4. You may wish to check your available balances before Thursday, July 24 at 4:00 PM. Due to the system upgrade over the weekend, you won’t be able to view your account balances via telephone, online, or mobile banking. Balance details will be available again starting on Monday, July 28 at approximately 9:00 AM.
5. During and after the system upgrade, expect longer in-branch lines and call hold times. For faster service, contact the System Upgrade Support Center at (540) 962-2265. The extended support hours are as follows: Thursday, July 24 and Friday, July 25, 8:00 AM to 7:00 PM; Saturday, July 26 9:00 AM to 3:00 PM; Sunday, July 27, closed; Monday, July 28 through Friday, August 1 8:00 AM to 7:00 PM.

What will happen to my regularly scheduled deposits, withdrawals, and automatic bill payments before and after the upgrade?

The technology upgrade will not affect scheduled deposits and withdrawals, such as Social Security benefits and payroll direct deposits. Authorized BillPay items, such as utility bill payments, will also continue unchanged, requiring no action on your part.

However, you will be unable to schedule online bill payments after Thursday, July 23 until Monday, July 28. If scheduled before July 23, the last payment date to be processed on our old technology is July 25. It will be very important for you to back up your Bill Pay history prior to July 24. Your vendor information will transfer, but not your history. You may also want to print your history, payees, account numbers, and schedules before the upgrade.

Any recurring payments you have established using your old debit card will have to be re-established.

What if I’m not signed up for online and mobile banking?

We recommend that you sign up for Online Banking, as this is the safest and most secure way to ensure we have your email address to keep you up to date on the upgrade. If you do not know your online and mobile banking username, please contact your local branch prior to July 24.

What if I have a debit card dispute on my old card?

After old debit cards are deactivated, you have until January 20, 2026 (180 days) to report any transaction disputes. After that time, merchant returns to your old debit card will no longer be possible.

Why doesn’t my debit card work?

Please be sure to activate your new debit card prior to use. If your debit card is not working, please make sure you have the latest card from us. Your old card (which pictures a scenic overlook) will no longer work beginning Thursday, July 24.

If you never received a new card, please reach out to our card services department at 540-962-2265.

Will I still have access to past eStatements?

You will have access to the last two years of eStatements. April through July 2025 statements may take three to four weeks to become available in your Online Banking portal. All other eStatements will be available when Online Banking is active. We recommend that you download your past eStatements for your records prior to 12:00 AM on July 18.