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Your Welcome KitYour Welcome Kit
WELCOMEHere’s everything you need to know about the transition from Touchstone Federal Credit Union to Hanscom FCU.
Key Dates .............................................................................. 1
General Account Information ................................................. 2
Savings Accounts ................................................................... 3
Free Checking ........................................................................ 4
Checks and ATM & Check Cards ............................................ 5
Account Management ........................................................... 6
Online Access HD .................................................................. 7
General Information .............................................................. 8
Consumer Loans .................................................................... 9
Table of Contents
Key DatesHere are important dates in the move to Hanscom Federal Credit Union’s systems.
September 15-25 Important items arriving in your mailbox Your new Hanscom FCU personal checks, debit card and credit card will be mailed to
you if you had these items with Touchstone FCU.
Personal Identification Numbers (PINs) for your debit and credit cards will arrive in a separate mailing before you receive your cards. Joint account holders will each receive a separate PIN. You will need your PIN to activate your new card and merchants may ask you to use your PIN when making purchases.
September 30 (Saturday) Online and Mobile Banking (Touchstone@home) Touchstone@home online banking service, including mobile apps, will no longer be
available for use after September 30, 2017 and transaction history will not be transferred to Hanscom FCU Online Access HD.
If you used Touchstone FCU’s online bill payment, made external transfers, or set up scheduled or recurring transfers between accounts, you will need to set up the companies and people you want to pay and re-establish transactions and payments in Hanscom FCU’s Online Access HD. The last day these transactions will be processed is September 30, 2017.
Statements If you receive paper statements, you will receive your final Touchstone FCU statement
dated September 30, 2017 by mail in early October.
Online statements will be transferred to Hanscom FCU Online Access HD.
October 1 (Sunday) Cards and Personal Checks Last day to use your Touchstone FCU debit and credit cards and personal checks.
Systems Conversion Your Touchstone FCU accounts will be transferred to Hanscom FCU accounts with the
same or comparable features. If you prefer a different account, please contact us and we will be happy to review all of your options.
Online and Mobile Banking Go to www.hfcu.org to enroll in our online banking system, Online Access HD. Watch
our short video for instructions at www.hfcu.org/onlinehd.
Once enrolled, you will need to re-establish any scheduled, recurring, and external transfer information you had with Touchstone@home. You will also need to add the companies and people you want to pay and schedule payments in Online Bill Pay.
October 2 (Monday) Welcome! Activate and begin using your new Hanscom FCU debit and credit cards.
Begin using your new Hanscom FCU personal checks. Destroy any remaining Touchstone FCU checks.
You can now access your accounts at any Hanscom FCU office and over 5,600 CO-OP Shared Branches nationwide as well as thousands of surcharge-free ATM locations. Find locations now at www.hfcu.org/locations.
Touchstone FCU branches in Wilmington and Cambridge will now be fully operational on Hanscom FCU’s system.
You can also call us anytime, toll-free, at 800-656-4328. 1
General Account Information
Will my member number change?
Yes, your new member number is printed on your member card which is attached to the enclosed Welcome Letter. It becomes effective on October 1, 2017.
What is your routing number?
Hanscom FCU’s routing number is
2113-8048-3. Your existing direct deposit
will automatically be converted. Please use
routing number 2113-8048-3 along with
your new Hanscom FCU member number
for any new direct deposit/withdrawals after
October 1, 2017.
What is the balance required to be a
member of Hanscom FCU?
As with Touchstone FCU, a $25 balance in
your Prime Share Savings account keeps
your membership active. So that you don’t
accidentally close your membership, your
available balance will reflect a hold of $25.
Will my accounts continue to be insured by
NCUA?
Yes. Your funds (including checking, savings,
money market accounts and certificates)
are insured up to $250,000. IRA accounts
are insured, separately from other accounts,
up to $250,000 per institution, including
principal and posted dividends. For more
details visit the NCUA web site at:
www.mycreditunion.gov or call us.
Will the fees change?
Most likely, your fees will decrease. Please
refer to the enclosed Account Fee Schedule
for details.
When will I receive my new Hanscom FCU
disclosures?
You’ll find your new deposit account
disclosures enclosed in this mailing. Please
read and retain them for your records.
If you currently have a Touchstone FCU
credit card, you will receive disclosures
for that account in a separate mailing by
September 1, 2017.
For answers to other questions, please visit www.hfcu.org/touchstone or call us at 800-656-4328.
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Savings AccountsWhat will happen to my direct deposit and
pre-authorized debits?
Your current direct deposits and pre-
authorized debits will be posted to your
equivalent new Hanscom FCU account.
How are dividends paid?
Dividends for savings are compounded daily
and paid monthly. Dividends for regular and
IRA Term Share Certificates are compounded
monthly and credited to your certificate
balance on the last day of the month.
Will my certificate rates be changing?
No. Rates on certificate accounts will remain
unchanged until maturity. You will receive
a maturity notice several weeks prior to
the maturity date. This letter will include
additional information for renewal options.
What will happen to my Individual
Retirement Account?
Individual Retirement Accounts (IRAs)
will transfer to an equivalent account at
Hanscom FCU. Account activity will appear
on your statement. Dividends will be paid
monthly and credited to your account on
the last day of the month.
Does Hanscom FCU offer savings accounts
specifically geared for kids?
Yes. We’ve designed our Kids CU specifically
for children age 16 and under. Three age-
appropriate clubs provide tools and help
you teach the children in your life about
money.
When will I receive tax reporting
information?
Tax reporting forms 1098 and 1099 will be
sent to you by January 31, 2018 and will
combine the amounts earned or paid from
both Touchstone and Hanscom FCUs for the
entire year.
How can I find the most current savings,
money market and certificate rates?
Please visit www.hfcu.org/rates or call
800-656-4328.
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Free CheckingTouchstone FCU Checking Accounts will be automatically
converted to Hanscom FCU’s Free Checking.
* with an ATM & Check (Debit) Card
Free Checking
Rewards with debit card purchases Free
Custom Hanscom Style Checks Free (one box per calendar year)
Non-Hanscom FCU ATM Transactions* 10 free per month per membership
ATM & Check (Debit) Card Free
Number of surcharge-free ATMs* Over 100,000
Online and Mobile Account Access Free
Online Bill Payment Free
Online Statements (seven year history) Free
Automated Telephone Teller Free
24/7 Call Center Access Free
Monthly Fee None
Our MemberPoints™ program rewards your everyday spending when you use
your ATM & Check Card. Your card is automatically enrolled for free. Purchases
made with your card earn MemberPoints that can be redeemed for gift cards,
travel, and merchandise. Learn more at www.hfcu.org/memberpoints.
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You will receive a complimentary order of personal checks.
• New Hanscom FCU checks will arrive by the fourth week of September.
• Touchstone FCU personal checks written until October 1, 2017 can be presented to us for processing until March 31, 2018.
• Begin using your new Hanscom FCU personal checks on October 2, 2017 and destroy your remaining Touchstone FCU checks.
You will receive a new ATM & Check Card if you had a Touchstone FCU debit card.
• You will be mailed a new Hanscom FCU Mastercard® ATM & Check Card by the third week of September. Joint accounts holders will receive a card number and three-digit security code that is different from that of the primary owner.
• Instructions for activating and using your new card will be included with the card.
• Your assigned Personal Identification Number (PIN) will be mailed in a separate mailing prior to receiving the card. Joint account holders will each receive their own PIN. The PIN is used to activate the card and will be needed to use it at ATMs as well as to make purchases at merchants.
• The mailer will contain instructions on selecting your own PIN once your card is activated.
• Activate and begin using your new Hanscom FCU ATM & Check Card on October 2, 2017.
• Your daily limits:
ATM withdrawal limit is $500
Purchase limit is $2,500
• If you currently use your card for recurring payments or have it on file with online merchants, you’ll need to provide your billers with your new card number, expiration date and, if requested, your three-digit security code.
100% Fraud Protection
• You are automatically covered by Mastercard’s Zero Liability Protection. If your card is lost or stolen and is used for fraudulent transactions, either in person or online, you will not be responsible for fraudulent activity.
Check and ATM & Check Cards
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Account Management What about statements?
If you currently receive paper statements,
we will mail you a final statement from
Touchstone FCU in October for the period
ending September 30, 2017. Your first
Hanscom FCU statement will be dated
October 31, 2017.
Online statements will be transferred to
Hanscom FCU Online Access HD. To view
them, you will need to enroll in Online
Access HD. Once you’ve enrolled you
will be able to view your Touchstone FCU
statements, even if you received paper
statements previously. You will also be able
to view your Hanscom FCU statements,
beginning with your October 31, 2017
statement.
How should I handle direct deposit, payroll
deductions, automatic payments, credits or
debits to my account?
We will notify all companies and institutions
that make direct deposits into or deductions
from your account. However, it is a good
idea to verify with them that your changes
have been noted.
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How do I access my account(s) online?
You will need to enroll in our online banking
system, Online Access HD. You will need
your new member number which is shown
on the membership card included with the
Welcome Letter that came with the mailing:
Go to www.hfcu.org
Click on Enroll in the Online Access HD box
Follow the prompts
During enrollment you will be asked
to create a Login ID and a new online
password.
Once enrolled you will be able to use Online
Access HD as well as our Hanscom FCU
Mobile Access app for iOS (iPhone® and
iPad®), Android® and Kindle Fire®.
Will I be able to view my Touchstone FCU
account history with Online Access HD?
Your account history through September 30,
2017 will not transfer to Hanscom FCU.
You will be able to view Touchstone FCU
online statements once you enroll in Online
Access HD.
If you wish to preserve account history,
please log on to Touchstone@home no later
than September 30, 2017, select the desired
account and then choose export. If you have
more than one account, you will need to
perform an export for each account.
Online and Mobile Banking
What will happen to my scheduled, external
and recurring transfers, and bill payments
made using Touchstone@home?
Scheduled, external, and recurring transfers
and bill payments that you set up online will
be processed through September 30, 2017
but will not automatically transfer to Hanscom
FCU. You will need to re-establish these
transfers once you enroll in Online Access HD.
What features or services are available with
Online Access HD?
Notifications and Alerts
• Receive email notifications of your
balances, cleared checks, maturing
certificates and more.
Online Statements
• View your Touchstone and Hanscom FCU
statements for up to 7 years.
Deposit checks from your desktop, tablet or
mobile device with EasyDeposit
• Make secure check deposits 24/7 from
any computer and scanner, tablet, or
mobile phone with our EasyDeposit
service.
Please note: It is important that we have your
current contact information on file. You will
not be able to complete a first time enrollment
or register your computer without at least one
valid contact on file. Contact the Wilmington
office of Touchstone FCU to verify/update your
information before September 15, 2017.
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Does Hanscom FCU offer coin counting
services?
Yes, at most branch locations. Visit
www.hfcu.org/locations for details.
Does Hanscom FCU offer free Notary
Service?
Yes, at most branch locations.
Where are branches located?
For a list of all branches, visit us online at
www.hfcu.org/locations.
How can I find the most current consumer
loan rates?
Please visit www.hfcu.org/rates or call
800-656-4328.
General Information
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Consumer Loans & Credit Cards
Loans and Lines of Credit
What will happen to my loans and lines of
credit?
The terms of your loans and lines of credit will
remain unchanged.
Will my automatic loan payment change?
Automatic loan payments made from your
Touchstone FCU account will continue as usual.
Loan payments set up as an online transfer
through Touchstone@home will be processed
through September 30, 2017. You will need to
re-establish these transfers once you enroll in
Hanscom FCU’s online banking system, Online
Access HD.
How can I make my loan, line of credit or
credit card payments?
• By mail-send payments to:
Hanscom Federal Credit Union 1610 Eglin Street Hanscom AFB, MA 01731
Please include your new member number
and loan number on the check.
• By bill pay service or by transfer from
another financial institution:
You will need to update your account number
and our payment address with your bill pay
service or financial institution.
Use your new member number and the 3
digit loan number as your account number.
• At a branch:
You can make loan payments at any Hanscom
FCU branch during business hours as well as
at over 5,600 CO-OP Shared Branches. Find
locations at www.hfcu.org/locations.
Credit Cards
Will I receive a new credit card?
Touchstone FCU credit card holders whose
accounts are in good standing will receive a
Hanscom FCU Platinum Mastercard credit card
between September 15 and 25. The card will
have a new card number, expiration date and
three-digit security code. Joint account holders
will receive a card with a card number and three-
digit security code that is different from that of
the primary holder.
You will also receive a Personal Identification
Number (PIN) in a separate mailing prior to
receiving your card. Joint account holders will
each receive their own PIN. The PIN is used to
activate the card and will be needed to use it at
ATMs as well as make purchases at merchants.
When are my credit card statement and
payment due dates?
Your statement date will be the last day of each
month.
Your payment due date will be the 25th of the
following month.
What if I use my card to pay recurring bills or
have it registered with an online merchant?
You’ll need to update billers or online retailers
with your new card number, expiration date and,
if requested, your three-digit security code.
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