Banking System Enhancement

Will I have the same access to cash and debit card purchases?

Debit card ATM services may experience a temporary disruption from Friday, October 11th to Monday, October 14th. Additionally, Person-to-Person (P2P) payment will not be available until Tuesday, October 15th, and will then take place in the Zelle platform.
Please consider planning ahead and withdraw cash that you may need prior to this date. Debit card contact information effective after October 15th:

• Card Activation and Pin Management: 800-290-7893

• International phone number: 206-624-7998

• To report a lost or stolen card: 888-297-3416

• Fraud Center: 800-237-8990

Our digital banking platform will be greatly upgraded.

Digital Banking includes online banking (desktop or tablet), bill pay, and banking on your mobile device.

What changes will occur in Online Banking?

We are excited about the new enhancements and ease of navigation which will be available with our new digital banking platform. You will find the presentation of information to be greatly improved.

Your account username will be transferred from the old system to the new platform.

Your initial password will be the last 4 digits of your Social Security Number for personal accounts and Tax Identification Number for business accounts.

Please note: Your username and password credentials will be the same for both online and mobile logins, ensuring seamless access across both newly enhanced platforms.

Online and mobile banking will be unavailable starting Thursday, October 10th. On Monday, October 14th, our new digital banking platform will be live, giving you full access to your accounts, transfers, bill pay, and more.

Keep in mind you MUST reenroll in the following features:

• Debit Card Transaction Alerts
• Account Transaction Alerts
• Mobile Deposit Capture

How will Bill Pay be affected?

Online Bill Pay will be unavailable from Thursday, October 10th, through Monday, October 14th. Any payments you have set up will be transferred over from the previous system. Please plan to verify that your payments are set up correctly.

How will this change affect my access to my account on my mobile device?

Like Online Banking, our Mobile Banking services will be unavailable during the period of Thursday, October 10th, through Sunday, October 13th. On Monday, October 14th, you will need to download the new SouthWest Mobile Banking App from the App Store or Google Play Store.

You will log into your app using your same username and your initial password will be the last 4 digits of your Social Security Number for personal accounts and Tax Identification Number for business accounts.

Will I have access to Person-to-Person (P2P) payment in the new app?

SouthWest Bank is excited to announce we will be a part of the trusted Zelle network!

You will be able to send and receive money to and from consumer accounts with Zelle in the new SouthWest Mobile Banking App.

How will this affect external transfers?

External transfers will have to be recreated. If you want to be able to access your current external transfer information and history, you will need to download and save this information by October 9th.

Will I have access to Mobile Check Deposit in the new app?

Yes; however, you will need to enroll to use this feature.

Effective October 10th, telephone banking will not be available. It will become available again on October 15th.

The first time you call 844-202-5331 after the Enhancement, you will be asked for your full Social Security Number, and then you will create your new PIN.

With this Enhancement, we will be making some minor revisions to our loan numbers. The new number will be the same as your existing number without any spaces, i.e. loan account #1234567 12345 will be #123456712345. You do not have to take any action in this matter unless you have provided your loan account number for electronic or online bill payment and the payment is initiated by another institution. If so, please update your account number with the other institution after October 10th. Please contact us or your bank officer if you have any questions, or need to verify your new loan number.

Will my automatic loan payment transfer continue to post after the core system enhancement?

Yes, any loan currently set up on auto-pay from an account at SouthWest Bank will continue to post after the core enhancement. No action is required on your part.

Will this change affect my account statements?

You will be able to access your statements as you usually do until September 30th. Due to this enhancement, you will receive an additional statement for the period 9/30/2024 – 10/10/2024.On October 10th, this statement will be printed and mailed to you, even if you have enrolled in eStatements. Statement cycles will not change and will continue to cut on the last business day of each month. You will continue to receive statements in the mail for 3 months at no charge.

You may need to reenroll in eStatements by February 1st to avoid statement fees

I currently receive eStatements. How will I access these?

If you currently receive eStatements, you will need to reenroll in this service on the new system. You will no longer have access to your historical statements, please print and download statements or check images you would like to have access to prior September 30th.

The SouthWest Bank Treasury Management Team will be conducting in person or remote training starting week of October 7th.

How will Treasury Management features be affected?

All Treasury Management ACH Transactions scheduled for October 10th, 11th, or 15th will need to be processed on October 9th or the 16th.

Wednesday, October 9th is the last day you can access the following features. But please don’t worry; a member of our Treasury Management Team will contact you after October 14th to help you regain access: 

• Positive Pay
• Remote Deposit Capture
• Business Bill Pay
• Wire
• ACH
• Positive Pay

Customers enrolled in the following products will need to download their history if they want to continue to have access to their historical information. This information will not transfer to the new system. This needs to be done prior to October 9th:

• ACH
• Wire
• Bill Pay
• Remote Deposit Capture
• Postive Pay

Will the Treasury Management Team contact me to discuss the new system, training, and reenrolling?

Yes, your officers or a member of the Treasury Management Team will contact you prior to October 15th to discuss these items.

Will current tokens be used in the new system?

All current tokens will not work with the new system. The Treasury Management Department will contact you for more information on the new security measures.

Will I continue to have access to my historical statements?

You will no longer have access to your historical statements or check images. Please print and download statements or check images you want access to before September 30th.