2025 System Upgrade FAQs

Updated: 2:00pm on Tuesday, September 16

A key element of what allows us to provide world-class member service are the technological solutions that we utilize. Over a period of years, PFCU management monitored technological developments in our industry, including new/different vendors and solutions. In 2023, our ongoing research led us to intensify our investigation, and we identified solutions offering significant advantages for PFCU and our members. In the months since, the entire PFCU Team has worked to plan and prepare for a System Upgrade, scheduled to occur over the weekend that encompasses October 31 to November 3, 2025.

With any significant upgrade, there will be some interruptions to our normal operations. We have worked, and continue to work, to minimize any inconvenience, however, there will be some unavoidable impact to be aware of. As the process continues, Important Information, New Features, and any Member Action Items will be conveyed online and in statements, newsletters and mailings.

We appreciate your anticipated understanding and patience as our team acclimates to our new systems and updated processes. The PFCU team looks forward to continuing to deliver world-class service while bringing new features and efficiency to you, our members. Thank you.

For the most up-to-date information, refer to this page as it will be updated regularly. Many more details will be forthcoming.

If you have any questions, we are here to help at [email protected].

The System Upgrade Weekend will include some interruption to member service access between October 31 and November 3.

The PFCU Team has worked to minimize the impact of any inconvenience, however, it’s important to note:

Digital Banking

Mobile, Internet, and Telephone access will NOT BE AVAILABLE from 5:00 PM on October 31 through Monday, November 3, 2025.

Debit, Credit Cards

Support will remain available throughout the weekend, but available balances will be limited, and balance inquiries will not be available. Please ensure you plan ahead and have alternative means for payment should you reach the available limit threshold during the System Upgrade Weekend. Existing Credit and Debit cards will continue to work during upgrade weekend and thereafter.

Direct Deposit

All available Direct Deposit Transactions will be posted prior to the scheduled downtime Friday evening of the System Upgrade Weekend. After the System Upgrade, existing ACH Direct Deposit and Direct Debit transactions will be processed as they have been processed in the past.

Mobile Deposit

Mobile Deposit will NOT BE AVAILABLE from Friday evening until midday Monday of the System Upgrade Weekend.

Zelle

The Pittsford FCU Zelle service will NOT BE AVAILABLE from 10/31 until 11/18. You will need to re-register for Zelle after the service has been restored.

Bill-Pay

Payments will process as scheduled.

Checks

All checks already in members’ hands can continue to be used.

Members who have been with PFCU for 20 years may recall the way our system organized your Savings Accounts and Loans was once quite different. Our new system, specifically designed for credit unions, utilizes a structure similar to what we used to use.

Instead of a “Member ID,” your account will have a “Member Account Number.” Within your Account, you will have Shares (Savings, Checking and/or Certificates) and for some, Loans and Lines of Credit as well. Those various Loans and Shares will be identified with suffixes that relate to your Member Account Number.

While the change is significant, the good news is that it will be done automatically, behind the scenes. Members who have used our “Nickname” feature for their accounts will immediately recognize Shares and Loans by the description that is presented today in Mobile/Online banking, as well as on statements. If you haven’t given your accounts nicknames yet, you can do this now before the System Upgrade to ease the transition. After just a few interactions, we’re confident the new structure will become familiar once again.

Also, while the account structure will change, we have gone to great lengths to ensure that your existing checks, ACH (Direct Deposit/Automatic Withdrawal) transactions, plastic cards, and Bill Pay transactions will continue to work as they do today. However, there are a few unique situations where we need to make adjustments, and any member in those rare situations will be contacted directly, in advance, to discuss a resolution.

We appreciate your patience and understanding as we work through these changes.

Following the System Upgrade, monthly statements will include each of the Savings, Checking, and Loans for which the addressee is the “tax reporting” or “primary” owner only. For Savings, Checking, and/or Loans that are jointly owned, additional owners will be identified with each specific share and/or loan included in the statement information. While this is a change for PFCU, this method is widely used by financial institutions (locally and otherwise) and better aligns with common practice. If you have questions or concerns after reviewing your November statements, we welcome your feedback.

No, you will not need to re-register. You will be able to login as you usually would with your existing username and password.

Members MUST re-register after the System Upgrade to continue utlizing the following services:

Telephone Banking
Transaction Alerts
Zelle

Instructions for registration will be provided when first logging into each of these systems after the System Upgrade is complete.

With the completion of our planned system upgrade on November 3, 2025, you may notice that the account for which you have named a beneficiary (to be payable upon your death) will no longer be described as “Totten Trust”.

As part of our process of migrating from our “old” system to our “new” system, we’re discontinuing the use of “Totten Trust” terminology. However, your beneficiary information remains intact, and there is no material change, other than no longer occasionally seeing the words “Totten Trust” associated with accounts which have an established beneficiary.

As this change is merely cosmetic, there is absolutely no action necessary on your part.

As we navigate the series of challenges the System Upgrade Weekend requires, please keep in mind that PFCU does not charge late fees. So if a payment is due on Friday, and system availability prevents you from accessing your account online until Tuesday, there is no fee, and there’s no negative impact to your credit score, etc. We will do everything we can to ensure the upgrade is not a cause for frustration or concern.

Fraud Risk Potential

During periods of scheduled downtime and interruption, those who wish to perpetrate fraud often prey on consumers, leveraging confusion surrounding disruption to create opportunity for wrong-doing.

Our members have shown amazing aptitude in recognizing odd phone calls and strange emails, and your vigilance will be extra important during our System Upgrade Weekend. Should you receive a call, email, or text that asks you for anything PFCU should already know, your personal warning bells should be blaring.

PFCU doesn’t need to confirm your PIN, password, birth date, or anything else – you’ve given us that information previously in a secure manner, and we don’t need you to tell us again.

If you have any doubts, reach out to our well-known, published phone number (585-624-7474) during regular business hours and be certain you are communicating with actual PFCU representatives. Your careful awareness is always appreciated, especially during our upcoming System Upgrade Weekend.