Beginning Wednesday, August 30, 2023 at 4:30 PM, both credit unions, Countryside CU and Northern CU’s computer systems will undergo a conversion bringing the two systems together. There will be some service interruptions during this process. On Friday, September 1, 2023 at approximately 8:00 AM, the system conversion will be completed and Countryside Credit Union members will be fully integrated with Northern Credit Union.
Important dates and times that may impact account access during the conversion.
Frequently Asked Questions
What You Need to Know:
Thanks for your patience as we worked to bring all Northern and Countryside products and services together. As part of the Northern and Countryside family, we wholeheartedly support you, our member-owners. Your why is our why, and we’re here to help you reach your goals.
RESOURCES AND EXTENDED SUPPORT
Is the relationship center open extended hours for support? Countryside’s location at 5720 Commons Park in East Syracuse will be open on Saturday, September 2 from 9:00 AM – 12:00 PM.
Team members will be available to provide extended phone support:
- Friday, September 1 from 8:00 AM – 6:00 PM
- Saturday, September 1 from 9:00 AM – 2:00 PM
Starting Tuesday, September 5, the relationship center will resume normal business hours, which can be found at mynorthern.com/locations.
Where can I find help learning the new systems? Find Digital Banking Resources, including How-To video guides, step-by-step user guides and more on mynorthern.com. Access our Online and Mobile Banking User Guide by clicking here.
YOUR NEW ACCOUNT NUMBER
Please begin using your updated member or share account number on September 1. Your new account number will be your previous number preceded with 1 + zeros to bring your account number to a total of 10 digits. For example: account or member number 1234 will become #1000001234. Where can I find my new account number? You can find your new account number in Online and Mobile Banking. Simply log in to Online or Mobile Banking using your credentials from the old system and follow the prompts to get started. Once you are in Online or Mobile Banking, click on Account > Show Details > Account Number.
ACCOUNT ACCESS
Did Checking Account numbers or checks change? Continue to use your Countryside Credit Union checks. When you run out and need to reorder more checks, your checks will be updated with the Northern Credit Union routing number and your new MICR number.
Has the routing and transit number change? We will continue to clear items through both the Countryside CU routing and transit number 221380075 and the Northern CU routing and transit number 221380936 for the foreseeable future.
Starting September 1, if you set up any new direct deposits or automatic withdrawals, please use the Northern Credit Union routing and transit number of 221380936. We also recommend updating existing deposits with your updated information for security purposes.
Will direct deposits and automatic withdrawals continue as scheduled? Your direct deposits and automatic withdrawals will continue to post to your account as they do today. Starting September 1, if you set up any new direct deposits or automatic withdrawals, please use your new routing and transit number of 221380936 and your updated account number.
Will payroll deductions, automatic payments or scheduled transfers continue as scheduled? You should see no change in your payroll deductions, automatic payments, or scheduled transfers. Everything should still come into the same accounts and distribute to the accounts requested.
Will automatic payments to loans continue as scheduled? Your payments will continue to automatically transfer from your savings or checking account as requested unless you cancel or change the payment request.
How do I access Online and Mobile Banking? You can now access a new Online Banking experience at countryside.org or the Northern & Countryside CU mobile app with your existing credentials.
If you don’t have credentials, you can set that up now. Be ready with your new account number to get started.
Will relationship center hours change? The Countryside Relationship Center hours will remain the same moving forward. Visit mynorthern.com/locations, to view the hours of operation at each of our relationship centers.
ONLINE AND MOBILE BANKING
Do I need a new username to sign into Online and Mobile Banking? Use your existing username and password to access your new Online & Mobile Banking experience. For security reasons, you may be prompted to create new credentials after you log in. Just follow the prompts or use our How-To guides to help you get started.
Access Online Banking at countryside.org or download the Northern/Countryside CU Mobile Banking app in your phone’s app store. If you don’t have credentials to access Online or Mobile Banking, simply have your new account number ready to get started.
Can I see Online Banking transaction history? If you are currently enrolled in eStatements, your transaction history will be available by viewing your eStatements in the new Online and Mobile Banking experience. However, transactions before September 1 will not aggregate in your account view.
Is my eStatement history available in Online Banking? If you were enrolled in eStatements prior to the conversion, your past eStatement history is in Online and Mobile Banking platform. Your September eStatement, which reflects August transactions, will be available by mid-September.
Will I need to download a new Mobile App after the systems conversion? Yes, you will need to download the Northern CU mobile app from your devices app store to access Mobile Banking on or after September 1, 2023.
BILL PAY
How do I access Bill Pay? Your Bill Pay information will carry over to the profile associated with your existing Online and Mobile Banking credentials. Bill Pay will be available in Online and Mobile Banking by 3:00pm on September 1 by clicking the Bill Pay tab.
Will my pending payments still be set up in Bill Pay? Your pending payments will carry forward to the profile associated with your existing Online and Mobile Banking credentials on the upgraded system.
Will my payees still be set up in Bill Pay? Your payees will carry forward to the profile associated with your existing Online and Mobile Banking credentials on the upgraded system.
Will my Bill Pay history transfer over to the new system? Your Bill Pay history will carry forward carry forward to the profile associated with your existing Online and Mobile Banking credentials on the upgraded system.
How do I access Bill Pay after the upgrade? Bill Pay will be available in Online and Mobile Banking after the conversion. Simply log in for the first time with your existing credentials, and you will be able to continue paying your bills online by clicking the Bill Pay tab. Your Bill Pay information will carry forward to the profile associated with your existing Online and Mobile Banking credentials on the upgraded system.
What if I have scheduled bills to be paid during the system upgrade? All online bill payments scheduled to occur during or after the upgrade will process. However, payments scheduled to process August 31, 2023, will process on September 1, 2023, after the conversion.
Will my pending payments still be set up in Bill Pay? Your pending payments will carry forward to the profile associated with your existing Online and Mobile Banking credentials on the upgraded system.
Will my payees still be set up in Bill Pay? Your payees will carry forward to the profile associated with your existing Online and Mobile Banking credentials on the upgraded system.
Will my Bill Pay history transfer over to the new system? Your Bill Pay history will carry forward to the profile associated with your existing Online and Mobile Banking credentials on the upgraded system.
TELEPHONE BANKING
Can I use Telephone Banking to access my new accounts? For Telephone Banking, you can access Northern’s iTalk Telephone Teller by calling 866-996-9161to complete your telephone banking with your new account numbers.
Will my Telephone PIN change? When you call Northern’s iTalk Telephone Teller, you will need to use your new account number to re-establish your PIN. You’re welcome to use the same one you did in the old system.
PAPER STATEMENTS AND ESTATEMENTS
Will member statements change? Beginning in October, your statements, which will reflect September transactions, will have a new look and feel but include the details you are used to seeing and more.
Will I receive paper statements or eStatements? You will continue to receive your statements through your preferred choice.
DEBIT CARDS
Did my debit card change? You received a new Countryside Credit Union debit card in the mail. This replaced your old Countryside Credit Union debit card starting at 4:00 PM on Thursday, August 31.
To activate your new debit card, please call the toll-free number from the sticker on the front of your card. You will have the opportunity to re-establish your PIN at activation and are welcome to continue using the same PIN you do today.
IMPORTANT: any existing debit card automatic payments to providers (i.e. E-ZPass®, gym membership, etc.), no longer work as of August 31. Please contact your providers with your new debit card information on or after September 1.
Why did I receive two new debit cards? If you received two new debit cards, the first was received in error. Our card printing partner created cards with the wrong CCV. Please discard the debit card you received with a 6/28 good thru date. The new card you want to activate will have a 7/28 good thru date. We apologize for the inconvenience.
CREDIT CARDS
Is there a change to my Countryside Credit Card? Your Countryside Credit Union Elan Credit Card was not affected by the conversion since it is currently fulfilled by Elan. However, we invite you to consider applying for a new Northern Credit Union credit card to take advantage of everyday cashback or a competitive interest rate. Plus, we offer a 0% balance transfer during the first 12-months of card opening! Visit mynorthern.com for more information.
MORTGAGE SERVICING CONVERSION
Is my mortgage being sold? No. Your mortgage isn’t being sold. The servicing of your mortgage will be converted to our partner OwnersChoice. This means the terms of your mortgage will remain the same, including your rate and any escrow payments. OwnersChoice will continue to pay your escrowed payments, if applicable, and be ready to answer any questions you have about your mortgage, including balance and remaining term starting July 1. Countryside still owns your mortgage.
What's the website for OwnersChoice? The letter you received from us had an error regarding the website. We sincerely apologize for any confusion or concern this caused. The correct website to manage your mortgage information, including payments, after July 1 is https://www.ownerschoice.com/manage-my-loan.
Where should I call if I have questions about this change? OwnersChoice has team members dedicated to assisting you with this transition. Before July 1, contact OwnersChoice at 877.269.4193. After July 1, call their customer service line at 800.342.4998.
Are my personal mortgage and rental property mortgages all transferring? The servicing of your personal mortgage will transfer to OwnersChoice. If your rental property mortgages are in a business name, their transferring will stay in-house and remain with the Countryside and Northern teams.
Will my Home Equity Loan or Home Equity Line of Credit be transferred to OwnersChoice? No. Only mortgage servicing will be transferred to our partner OwnersChoice in Albany. Home Equity Loans and Home Equity Lines of Credit will be converted from Countryside’s system onto Northern’s, and the servicing will be completed in-house with the Northern and Countryside teams.
What happens with my Countryside escrow account moving forward? If your escrow account was created with your mortgage and payments were handled by the Countryside team, the funds in the escrow account will be transferred to OwnersChoice who will continue to ensure tax and insurance payments are made.
If you have a "You Name It" Savings Account for your escrow funds, this will be converted into a Savings Account for the September 1 conversion, and you will continue to pay your taxes and insurance like you currently do.
Visit this page for the most up-to-date information regarding these exciting changes.