Close
Close
Menu
Resource Center System Upgrade
  • Site Options:
  • Print
  • Email

System Upgrade

Charter Bank is undergoing changes to better serve you.

 

Upgrade Timeline

User Guides

                                       

Personal Banking Guide                                         Business Banking Guide      

Upgrade Videos

Click the upgrade videos link to view the entire playlist.

Debit Card Information

Letter from the CEO


FAQs

Charter Bank

Q: What changes is Charter Bank undergoing?

A: Charter Bank is changing our system to give you the latest technology and services available. We are still the same bank that has been connected to the Johnston, Grimes, Waukee, and Ankeny communities for years.

Q: How will the new system benefit me as a customer? 

A: The system upgrade is a part of our commitment to remaining at the forefront of banking technology advances and offering state of the art online and mobile banking experiences for our customers. 

For our personal banking customers, these benefits include:

  • Improved Mobile Banking Experience
  • Tap-to-pay debit cards
  • Track My Money personal financial management platform

For our business customers, these benefits include: 

  • Quickbooks® automatic downloads
  • Enhanced mobile banking experience
  • Autobooks®
  • Remote deposit capture (coming soon)

Access

Q: Will I have access to my funds during the upgrade?

A. We do not anticipate any time where you will be unable to access your funds by debit card or check. We have planned the upgrade to minimize the impact on you, while ensuring access to your funds. However, please carry an alternative form of payment during the weekend of the upgrade in case of an unplanned disruption of service. Debit card limits will be modified during the period of October 10th-14th. Should you have further questions, please contact us at 515-331-2265.

Q: Will I be able to access my online banking during the upgrade?

A: From the night of Thursday, October 10th until 8:00 am on Monday, October 14th, our online banking will be unavailable. The mobile app will also be down during this time. On Monday, October 14th, Apple users will update the application and Android users will need to delete and redownload the app by searching “Charter Bank Iowa” on the Google Play store. During the upgrade weekend, our staff will be able to tell you your balance as of Thursday night, but our access to transactions on your debit card will be limited during the weekend.

Q: What will my new login information be?

A: To log into online banking for the first time, your username will remain the same and your password information has been sent to you in an email on September 18th and via letter sent in mid-September.

Q: Will I be able to visit Charter Bank locations during the upgrade?

A: On Thursday, October 10th, we will be closing at 4:00 pm. On Friday, October 11th, we will have our normal business hours with extended phone hours until 6:00 pm. On Saturday, October 12th, all branches will be open from 9:00 am until 12:00 pm. On Monday, October 14th (Columbus Day), our locations will be open from 9:00 am until 1:00 pm. On Tuesday, October 15th, we will resume normal business hours.

Bill Pay

Q: Will I have access to Bill Pay during the upgrade?

A: From October 4th until October 14th, Charter Bank’s Bill Pay service will be unavailable. After the upgrade, our Consumer Bill Pay payees will transfer over to our new system. For our Business Bill Pay customers, the payees will not transfer over. For instructions on how to navigate Bill Pay after the upgrade, click this link.

Accounts

Q: Will my account number(s) change?

A: Your deposit account numbers will remain the same.  If you have a loan with Charter Bank, that number will change. So, if you have any automatic payments set up outside of Charter Bank to make your loan payment, those should be updated with the new loan number, once that is assigned after the system upgrade.

Q: Can I still use my current checks after the system upgrade?

A: Yes, our routing number and your checking account numbers will remain the same.

Q: Will the nicknames that I have assigned to my accounts transfer over?

A: No, any nicknames that you have set in your current account will not transfer. We recommend that you write down your account number along with the previous nickname so you can change it after the upgrade. Click here for instructions on how to rename your accounts after the upgrade.

Click the Debit Card/ATMs link for information regarding your new contactless debit card.

We are aware that a small amount of card holders that have not yet received their new cards. We have been working with the local postmasters to expedite the delivery of these as we have confirmation of the receipt of the cards by the local postmaster on September 30, 2024. We anticipate these cards should arrive any day but if you are unable to wait and need a card immediately please call your local branch. We apologize for any inconvenience this may cause.

Q: What phone number should I call to activate my new debit card?

A: On Thursday, October 10th, you should call (877) 965-3344 to activate your card and set your new PIN.

Q: Will I be able to use P2P apps (such as Venmo and PayPal) during the upgrade?

A: No, you will not be able to use P2P services from Thursday, October 10th until Sunday, October 13th.

Statements

Q: Will I have access to me e-Statement history after the upgrade?

A: Yes, you will have access to your e-Statement history after the upgrade, however it will take a few weeks for it to transfer. We recommend that you download and print a year’s worth of your e-Statment history.

Q: How will I get my last statement before the upgrade?

A: On October 11th, we will mail everyone their last statement before the upgrade.