This spring, Hiway launched a new core system that positions us best for future growth, allowing us to offer better products and more convenient services to you, our members. Through this transition we have already seen many improvements for our members, but — like any big change — it has not come without some ongoing “growing pains.”
New system and process changes, all paired with a higher volume of member support calls and nationwide staffing pressures, have created something of a perfect storm. Please know that we are actively working to improve your experience, through technology improvements, additional staffing, increased training and internal support resources. As our associates become more proficient in our new system, we expect in-person wait times and on-hold call times to decrease.
Tips & Information on Common Issues
As a former IT guy, I know how frustrating technical issues can be, and I regret that our members have experienced more than expected inconveniences over the past few months. I wanted to take a moment to address some of the specific questions that have been raised.
- Cross Member Transfers: Members now need to provide full account numbers. Each of your accounts now have a unique account number up to 12 digits and may contain digits from your previous member number. To process transfers accurately, the full account number is required. (Previously it was member number and account type identifier such as 1 or 2.)
- Payments to Credit Cards or Loans: Multiple new options are now available. Use Regular Payment for most payments. (If you previously used Quick Pay, now use Regular Payment). You also have options to pay principal only or to pay off your entire loan.
- What's 'MEMOD'? With a new system comes new terminology or updated transaction descriptions. For example, ‘MEMOD’ for a pending check in online banking, visible temporarily before a check clears.
- Statements are now only addressed to the Primary Account Holder. Members can now choose who is “joint” with them on each individual account where they are the Primary Member. This allows a member to have joint accounts with multiple, different people, if needed. With this change, only the primary member’s name appears on the statement. However, everyone on the account can access their accounts via online banking.
Long Wait Times? Tips to help save time:
- Plan your visit or call for an off-peak time. To avoid longer wait periods, when possible, try to come in or call outside of our busiest times. Mondays, Fridays and the 1st through the 3rd of each month tend to be the busiest for us, both in-person at our branches and at our call center.
- Take a little trip to Minneapolis, Roseville, or Woodbury. While we continue to invest in digital, we also recognize the importance of our community financial service centers. These branches tend to be a little less wild than our St. Paul branch. (In addition, you can enjoy a treat from Dunkin’ at Roseville, and use our Interactive Teller Machines at both Roseville and Woodbury.)
- Go digital. Online/mobile banking, mobile deposit, Hiway Live and our newly-introduced Zelle®, can also help with most of your needs anytime. If you’ve never tried them, they’re free, easy and intuitive, and we’d be happy to walk you through them.
- ATMs. Find your nearest location. You can search for surcharge-free ATMs near you, including deposit-taking ATMs. We are on the MoneyPass & Co-Op shared networks with over 64,000 fee-free ATMs and 5,000 shared branches across the country.
Thank you for bearing with us. I sincerely apologize for any inconvenience that you may have experienced recently, and appreciate your patience as we work to provide you, our members, with the service levels that you expect and deserve from Hiway Credit Union.
Thank you very much for your membership.
Dave Boden
Hiway Credit Union, President/CEO
Zelle® and the Zelle® related marks are wholly owned by Early Warning Services, LLC and are used herein under license.
Digital, ATM and other services are not available to members whom have previously been notified of having their services limited in accordance with credit union policy.
