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System Upgrade FYI

To Our Valued Customers:
Listed below is a series of links that will explain in further detail the impact that the new system upgrade will have and what can be done to minimize the impact.

System Upgrade Weekend, September 9 & 10

Beginning Friday, September 8 at 5:30 PM, we will begin the process of updating our new computer system. Please note that 5:30 PM will now represent our new "end of day" transactional processing time for all lobby/teller transactions. Our lobby hours will still remain 9:00 AM to 5:00 PM.

All Coulee Bank branches will be closed on Saturday, September 9 while we complete the system upgrade.  Your funds will still be accessible by debit card during the upgrade. We do recommend that you plan to have alternative sources of payment available, if needed (cash, checks, credit cards).
As a reminder:

  • The normal ATM daily withdrawal limit is $500, but during the upgrade it has been lowered to $200.
  • The lower daily withdrawal rate is only in effect on September 9 & 10
  • Debit card daily purchase limit is $1,000 and will stay the same.
We plan to resume normal banking activities on Monday, September 11 at our normal business hours.
 

Bounce Protection

As part of the system upgrade, effective Saturday, September 9, Coulee Bank will discontinue offering Bounce Protection to its account holders that opted in to this program. If you were enrolled in Bounce Protection and are concerned with overdrawing your checking account, we do offer two other products that might be of interest to you:

  • Sweep Overdraft Protection
  • Stretch Overdraft Protection

With Sweep Overdraft Protection, we will automatically transfer funds from your Coulee Bank savings account or any other deposit account into your checking account in order to protect your account from incurring a $32 overdraft fee. The transfer will be made in $50 increments. This convenient service will save you the embarrassment of a bounced check and from incurring unnecessary service charges. We do charge a small $5 fee for each sweep.

With Stretch Overdraft Protection, we will provide you with a line of credit that can prevent the inconvenience of having a payment returned for insufficient funds without charging you the normal $32 overdraft fee. Normal underwriting guidelines apply to this product.  Should you overdraw your account without this protection, you still could be charged a fee from the retailer as well as an overdraft charge from the bank.
 
If you have additional questions or would like more information, please contact one of our Personal Bankers at (608) 784-9550 or (866) 784-9550. 
 

Home Branch (Online Banking)

Home Branch (online banking) will be available the weekend of September 9 & 10 during the system upgrade but only in a limited capacity. We recommend customers complete all of their transfers and bill payments ahead of the September 8 upgrade.
 

Multi-Factor Authentication

Beginning Wednesday, August 30, we are implementing an enhanced Home Branch security authentication system. This will affect all Home Branch customers.  Upon your first access into Home Branch (online banking), you will be prompted to rebuild your security profile and select and answer new security questions.

Another security feature that will be implemented is 'Call Back Settings'. Once you have re-established your security questions you will be required to enter at least one phone number that our monitoring system can call to contact you if you choose to bypass answering the verification questions.
 

Bill Pay

We will begin implementing our new bill pay platform on Monday, August 28. It will provide a new look and feel along with a few additional functions. All customer bill pay information will be converted from our current system to the new system, so we expect minimal disruption to customers’ bill pay routines.
 
Please note that beginning Friday, September 8 and continuing through Sunday, September 10, Bill Pay will NOT be accessible. On Friday, September 8, our Bill Pay site will go to a “Read Only” mode. When you click the bill pay tab, you will receive an error message that states “Your request cannot be completed at this time because you are not currently enrolled for Bill Payment.” We anticipate our Bill Pay site will be operational by 7:00 AM CST on Monday, September 11.
 

Kasasa Account Holders

As part of the system upgrade, all Kasasa accounts will be receiving two different statements for the month of September. The first statement will cover dates from Friday, September 1 to Sunday, September 10 and the second statement will cover dates Monday, September 11 to Saturday, September 30.

On the first statement that covers dates from September 1 to September 10, all Kasasa Cash and Saver accounts will be credited with the higher interest rate, regardless of qualification status.
On the second statement that cover dates from September 11 to September 30, all Kasasa Cash and Saver account holders will be required to meet all of the transactional requirements of the account to be credited with the higher interest rate for the second part of the month.  This will be based on transactions made during the entire qualification cycle from August 31- September 28.

All Kasasa Cash Back and Tunes account will only receive their award one time at the end of the month if all of the qualifications have been met during the entire qualification cycle from August 31 - September 28.
 

Account Statements (Paper & E-Statements)

As part of the system upgrade, we will be printing, mailing and posting two different statements for the month of September. The first statement will cover the dates from your previous statement in August through September 10 and the second statement will cover the dates from September 11 through your normal statement date in September.

We have also made a change on how we will be handling our paper statements in the future. The first statement as mentioned above will cover the dates from your previous statement in August through September 10 and will be printed and mailed from Coulee Bank in La Crosse, WI. Moving forward, we have chosen to outsource the printing of our paper statements.  The paper statements themselves will look very similar to the ones in the past, however, based upon the location of our new statement vendor, they may arrive a couple days later than expected. If you would prefer to receive your statement sooner, we encourage you to sign up for electronic statements.

Phone Banking 

Phone Banking will be intermittently available on September 9 and 10. We do anticipate Phone Banking to be fully functional on Monday, September 11. Please note that once the system upgrade is complete, you will be required to log in using your full social security number and establish a new PIN.

We apologize in advance for any inconveniences this may cause. This system upgrade will allow us to better serve and protect you though major advancements in many of our systems as you continue to Bank with Confidence.