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Upgrade Resource Center

We recently upgraded our systems to bring you an easier, faster and more convenient banking experience.

The Upgrade Resource Center is meant to help you better understand the details of our upgrade and the enhanced services you are now experiencing.

Below is our Connect24SM Online Banking Guide for Consumers and Businesses and our Cash Management Guide for Businesses. Please refer to these guides for step-by-step user instructions.

You may also view video tutorials that show you how to use the new Online Banking system.

Online Banking Upgrade Guide Online Banking Upgrade Guide
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Below are the upgrade guides that were previously mailed, outlining the tasks that needed to be completed prior to the upgrade and highlighting the enhancements of the new systems.

Online Banking Upgrade Guide Upgrade Guide
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Why Are You Upgrading: A Message from our President

Dear Fairfield County Bank Customer,

Since the founding of Fairfield County Bank in 1871, we have been committed to providing excellent service to our customers. During the weekend of April 10-13, 2015, we will be upgrading our system to make your banking experience easier, faster and more convenient. Whether you bank in person, online, over the phone, or with a mobile device, you will benefit from the enhancements of Fairfield Forward - Fairfield County Bank’s operating system upgrade.

Fairfield Forward will provide you with enhanced services including:

  • Simplified month-end account statements with concise summaries
  • Improved electronic and online account access
  • Real-time transactions
  • Instant card issuing service
  • And much more.

Dates and times of particular importance:

  • Current Bill Payment services will be unavailable beginning Tuesday, April 7, 2015 at 12:00 a.m.
  • Online Banking, Online Business Banking, and Mobile Banking will be unavailable beginning Friday, April 10, 2015 at 4:00 p.m.
  • Remote Deposit for businesses will not be available beginning April 10, 2015 at 4:00 p.m.
  • Our branches and Customer Care Center will be closed Saturday, April 11, 2015 and Monday, April 13.
  • You will be able to access your funds with your Visa® Check Card (debit card) and ATM card during the upgrade period.
  • Access to the upgraded system will be available midday Monday, April 13, 2015.

Additional details of the upgrade are included throughout the Resource Center, in the Upgrade Guide, and in the Online Upgrade Guide you will receive in the mail. I encourage you to review this information and to use the checklists found below to guide you through the steps you need to take in preparation for the upgrade.

While our goal is to bring you one of the most progressive systems in the financial field, we realize that there will be temporary service interruptions that are necessary to deliver this enhanced system.  We are here to support you throughout this process. Our Customer Care Center can be reached at 877-431-7431.

At Fairfield County Bank, protecting your personal and financial information is one of our most important responsibilities. You can feel confident using our services anywhere and anytime.

We greatly appreciate your business and thank you for your patience. All of us at Fairfield County Bank look forward to continuing to provide you with the best possible banking experience for many years to come. 

Sincerely,


Daniel L. Berta

President

Customer Assistance

Throughout the upgrade and after, you may have questions or need assistance.  We are here for you!

To speak with a Customer Service Representative, please call our Customer Care Center at 203-431-7431 or 877-431-7431, available:

Monday – Thursday 8:00 a.m. - 5:30 p.m.
Friday 8:00 a.m. - 6:00 p.m.
Saturday 8:30 a.m. - 12:30 p.m.

 

Dedicated Online Banking Customer Service Center

* At this time, the special service numbers will only be available from midday, Monday, April 13, 2015 until Saturday, April 23, 2015.  After the 23rd, you may resume calling our Customer Care Center.

7:30 a.m. – 7: 30 p.m.

Online Banking questions and support please call: 855-231-8337
Bill Pay questions and support please call: 877-627-3795

You may also visit any of our branch locations where our professional and personable staff is ready to assist you.

Important Dates

The majority of our system upgrade will begin on Friday, April 10, 2015 at 4:00 p.m. and will be completed by midday Monday, April 13, 2015.  Below is an overview of important dates. For specific dates and required activity by date, please view our upgrade checklist below.

Sunday, March 1 – Wednesday, April 8

Online Banking Security Profile
Pre-Registration

You will receive a notice within Connect24SM Online Banking to “pre-register” and receive access to our pre-registration site.

 

Tuesday, April 7 - Monday, April 13

Online Bill Pay

Unavailable Tuesday, April 7 at 12:00 a.m. until midday Monday, April 13.

 

Saturday, April 11; Monday, April 13

Branch Offices and
Customer Care Center

Closed

 

Friday, April 10; Saturday, April 11; Sunday, April 12; Monday, April 13

Online Banking
Online Business Banking
Mobile Banking

Unavailable Friday, April 10 at 4:00 p.m. through midday Monday, April 13.

Telephone Banking

Unavailable Friday, April 10 at 5:00 p.m. through midday Monday, April 13.

ATMs and Debit/ATM Cards

All ATMs will remain in service.

You will be able to make withdrawals at ATMs and purchases with your debit card.  You will not be able to view balances on inquiries.

Transactions

Transactions debited from or credited to your account beginning Friday, April 10, 5:00 p.m. through Monday, April 13 may not immediately appear in account history.

 

Midday, Monday, April 13

NEW Online Banking

If you have already pre-registered, midday April 13, you will be able to log-in with the new security profile you set-up.

If you did not pre-register, you will be required to reset your password and enter an access code the first time you log in to Online Banking. To do this you will use a temporary access code or password which the system will provide the requirements for. Your User ID is not changing.

Beginning Tuesday, April 14 through the end of April additional assistance for Online Banking will be available at 855-231-8337.

NEW Bill Pay

You may re-enroll for eBills.

Beginning Tuesday, April 14 through the end of April additional assistance for Bill Pay will be available at 877-627-3795.

NEW Mobile Banking App

iPhone® users will need to go to the Apple App store to obtain and download the new app. You will need to delete the current mobile app before installing the new one. ANDROID™ users will need to go to the Google Play Store and download the new app. You will need to delete the current app before installing the new one.

NEW 24-Hour Automated Telephone Banking

Beginning Monday, April 13 the new phone number to access automated telephone banking is changing to 866-877-2653.

A new PIN (Personal Identification Number) will be issued. Follow the prompts provided and provide the requested information to set your password.

 

Upgrade Activities Checklist

Click here to download the Upgrade Activities Checklist

Required Activity by March 15, 2015

Online Banking Service

Instructions

Bill Pay users of eBILLs only IMPORTANT eBill Unenrollment
Unenroll from all eBills (the bills which your biller automatically sends to your bill pay each month or for each due date.) Please see page 5 of the Online Upgrade guide for step by step instructions.

 

Required Activity by April 8, 2015

Online Banking Service

Instructions

Pre-Registration of Password and Security Profile You will receive a notice within Connect24 Online banking to “pre-register” and receive access to the Pre-Registration site.

 

Required Activity by April 6, 2015

Online Banking Service

Instructions

Bill Payment History must be downloaded. Bill Pay history will not transfer to the upgraded system. If you wish to have a record of previous years’ bill payments you must download your bill pay history. Instructions are provided on page 8 in the Online Upgrade Guide.

 

Required Activity by April 7, 2015 12:00 a.m.

Online Banking Service

Instructions

Bill Payment services will be unavailable and scheduling of payments will not be available. Bill payments scheduled prior to the activity required date will be processed. Bill Pay cannot be accessed nor payments scheduled or processed until April 13, 2015.

 

Required Activity by April 9, 2015

Online Banking Service

Instructions

Transfers Document all scheduled and recurring transfers. Transfers will not be converted in the upgrade. You can re-establish your transfers post upgrade, beginning April 13, 2015. See page 11 in the Online Upgrade Guide for more information. 
eStatements and Check Images eStatements and check images will not be available after this date until midday Monday, April 13. Any documents needed for the period where unavailable should be accessed and printed before Thursday, April 9. After the upgrade, up to 24 months of e-statements will be available. Check Images will also be available.
Remote Deposit Capture Remote deposit capture will not be available between 4:00 p.m. Friday, April 10, 2015 and midday Monday, April 13, 2015. You are encouraged to process any remote deposits prior to this date.

 

Required Activity by April 13, 2015 and after the upgrade

Online Banking Service

Instructions

Online Banking Log In/Sign On You will use your current Online Banking ID, the password and authentication information you created during pre-registration. If you did not pre-register, you will be guided through the process online.
eBills Beginning April 13, 2015 eBill relationships will need to be reestablished. Instructions will be available within the online banking system and on our website.
Transfers You can re-establish your transfers post upgrade, beginning April 13, 2015. See page 11 in the Online Upgrade Guide for more information.

Enhancements

At Fairfield County Bank, we continually strive to provide excellent service and the best banking experience. Our system upgrade will enable us to further deliver on this commitment through the new features and benefits that will be available to you beginning April 13, 2015. Whether you bank in person, online, over the phone, or with a mobile device, you will benefit from the improvements of the upgrade.

Enhanced services include:

  • Simplified month-end account statements with concise summaries
  • Real-time transactions
  • New Telephone Banking menu with easier navigation
  • Instant card issuing service and telephone personal identification number (PIN) re-sets
  • Online Notification Center
  • Online Message Center
  • Online Personal Financial Manager
  • Customizable Online Banking page
  • Real-time alerts

Protecting your personal and financial information is one of our most important responsibilities. You can feel confident using our services anywhere and anytime.

Frequently Asked Questions

Why is the Fairfield County Bank upgrading its system?
The Bank is upgrading its systems to provide you with enhanced features and options to make your banking experience easier, faster, and more convenient.

When will the system upgrade occur?
Most of the changes will be completed beginning Friday, April 10 at 6:00 p.m. through mid-day Monday, April 13.

What are the Bank hours during the upgrade?
All of our branches and Customer Care Center will be closed on Saturday, April 11 and Monday, April 13.

Click on the Customer Assistance box above for our most current hours.

How will I be able to access my account funds over the weekend?
VISA® Check Card (debit card)

You will be able to make withdrawals at Fairfield County Bank ATMs and at all NYCE and Cirrus ATM networks and make purchases wherever VISA® is accepted.

ATM Card
You will be able to make withdrawals at all eligible NYCE and Cirrus ATM networks.

Is the bank changing its name?
No, we will still be Fairfield County Bank.

Is the bank being bought?
No, we are still an independent bank.

Is the bank merging with another bank?
No, we are still Fairfield County Bank.

Is my account number going to change?
No, your account numbers will remain the same with the exception of the Overdraft Line of Credit account. Overdraft Line of Credit accounts will change with the addition of the number four in front of your current account number.

Will I have to get new checks?
No, in fact, you may no longer need deposit tickets.

Will I still receive a receipt?
Yes, you will continue to receive a receipt with each transaction you make.

Will I need to get a new debit card?
No, your recently issued debit card will continue to work with the updated system.

How will I know if I need to do anything to my accounts (deposits, loans, debit cards or online banking) because of the Fairfield County Bank system up-grade?
A full-resource Upgrade Guide and an Online Upgrade Guide is being mailed to our customers about the enhancements coming to our products and services as well as need-to-know dates. Additionally, your local bank branch will have a supply, or it may be viewed above. We will provide support staff access for your service needs preceding and after our go “live” date – April 13, 2015.

Will I have to change my bill pay set-up?
Yes, there will be some changes to bill pay. Please refer to the Upgrade Guide for detailed information on Bill Pay.

Will my online user name and password change?
Your user name will not change; however, you will need to create a new password and security profile. This can either be accomplished through our pre-registration site by clicking on the banner when it appears in your current online banking account or the first time you log in on or after 4/13/15.

Will I still have to change my password every 60 days?
No, you will not be required to change your password every 60 days.

Will I be able to access my account during the changeover?
While the Bank will be closed Saturday, April 11 and Monday, April 13, you will have access to your branch and to account information through regular branch closing on Friday, April 10, 2015 at 6:00 p.m. You will be able to access online banking until 4:00 p.m. and telephone banking until 5:00 p.m. on Friday, April 10, 2015. At this time, we anticipate that all systems will be up and operating by midday Monday, April 13, 2015.

Will I still be able to get e-statements?
Yes, you will be able to access your current e-statements through online banking until 4:00 p.m. April 10, 2015. Once the system is upgraded, 60 days of transaction history will be immediately available in the online banking system. Additionally, you will have up to 24 months of e-statements available to you in online banking by the end of April 2015.

Is my online banking going to look the same?
The upgrade to online banking will bring a new look and similar features and functionality along with some new options.

Will I have to reestablish my online banking set-up?
You will have to set up your ID and password, along with your identity authentication information. You will find specific information about this in the Online Banking Upgrade guide.

Will there be changes to the fees on my account?
No, your fee structure will not change at this time.

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