Sunward values feedback from our members and pays close attention to the responses we receive from member surveys. Here are some of the most common concerns we have heard following our recent system upgrade:
Q: I AM SEEING MORE ACCOUNTS IN ONLINE BANKING, BUT I DO NOT WANT TO VIEW ALL OF THEM. CAN THEY BE REMOVED?
A: Our new transactional system streamlined how members can view and access their accounts in online banking. Members now have a single login for accounts associated with their Social Security number. However, if you are seeing an account you do not wish to see, you may hide accounts from your display within online banking. To hide an account, select the account you wish to hide, then click the pencil icon in the right-hand panel next to the name and check the “Hide This Account” box.
Q: NOW THAT I CAN VIEW ALL OF MY ACCOUNTS IN ONLINE BANKING, I’M FINDING IT HARD TO DISTINGUISH BETWEEN THEM.
A: To make it easier to identify your accounts in online banking, we recommend you nickname each account. To add a nickname, select the account you wish to change, then click the pencil icon in the right-hand panel next to the name. You can also color code your accounts to help distinguish between them.
Q: IN ONLINE BANKING, I CANNOT ACCESS AN ACCOUNT ON WHICH I AM A JOINT OWNER.
A: At this time, members are not able to view accounts in which they have joint ownership. We are working on enabling this option and hope to have it operating soon.
Q: MY DIRECT DEPOSIT DID NOT GO INTO THE CORRECT ACCOUNT. WHAT CAN I DO?
A: Sunward has identified that direct deposits may be going into a member’s savings account instead of the desired checking account in certain cases. If you identify a transaction that appears incorrect, please contact us so we can ensure your account is functioning as you intend.
If you are setting up a new direct deposit, we recommend depositing all funds into your checking account and scheduling automatic transfers to other savings or loan accounts in online banking. In addition to being able to view upcoming and completed transfers in online banking, this process will give you more control over your deposits and payments.
Q: I RETURNED AN ITEM TO A STORE AND RECEIVED A CREDIT BACK TO MY DEBIT CARD, BUT IT IS LISTED IN THE DEBIT COLUMN ON MY ACCOUNT.
A: For a short period of time, merchandise returns that were credited to a member’s debit card were displaying the amount of the return credit in the withdrawal or debit column in online banking. These returns were applied to the account correctly and balances were updated appropriately. Sunward has resolved this issue and credits resulting from merchandise returns are now displaying in the credit column.
