Upgrade-FAQ

A postcard will be mailed to you with a scannable QR code.  An email will also be sent with the same information. Printed handouts are available in our branches as well. For the most up-to-date information, check back here.

To verify legitimacy: If you receive a suspicious call, text, email, or mailing, contact us immediately before taking any action. Call the number listed on our website or visit a local branch. We will never ask for sensitive information such as your debit card number, PIN, account numbers, social security number, one-time passcodes or other sensitive information via unsolicited call, text or email.

• Deposits, withdrawals, transfers, and ACH payments will continue as normal during regular and extended bank hours.
• Access to current Bill Pay and Zelle will be removed on August 7.  Even though you will not have access to Bill Pay or Zelle after this date, any payments scheduled in advance will continue to process through the last payment date of August 13, which is the last payment date of August 13.
• Your new VISA® Debit Card can be activated for use on Thursday, August 13. Please dispose of your previous card at that time.
• ATMs will be temporarily unavailable on Thursday, August 13 and we expect most of the ATMs to be operational by Monday, August 17. If you need to use another ATM during the upgrade, while our ATMs are unavailable, no surcharges will be charged through August 31.  Effective 9/01, surcharge reimbursements (up to a specific dollar amount) will be provided if a service fee is charged for using another ATM.  
• Online Banking and Voice Access (Telephone Banking) will be unavailable from Thursday, August 13 until Monday, August 17.
• The upgraded Bill Pay platform will be available on Monday, August 24.
• Account connections to Intuit QuickBooks, Quicken and Credit Karma will be unavailable until Thursday, August 20.
• P2P payments will be available through our new vendor, SPIN, on Monday, September 14.

We are here to serve you as we upgrade our systems to enhance your experience with Eastern Colorado Bank. We appreciate your patience as some services will be temporarily unavailable. Our hours have been extended to offer you greater accessibility to our team with any questions or concerns you have. It is our pleasure to assist you!

Extended support hours are available as follows:

Friday, August 14: 

Lobby Hours:  8:30AM – 6 PM

Drive Thru Hours:  8:00AM – 6 PM

Monday – Friday:   August 17- August 21 and August 24 - August 28

Lobby Hours:  8:30AM – 6 PM

Drive Thru Hours:  8:00AM – 6 PM

We understand that many of our customers enjoy personal service from our bank through face-to-face or direct phone calls. We want to assure you that the level of service you receive today will improve with these changes. In addition to the face-to-face, direct phone calls and drive-through options we offer today, you will have access to a highly enhanced digital service for your online banking needs.

We are NOT reducing staff, adding self-service lines, or installing ECB kiosks to replace Relationship Bankers.

For customers who prefer to access our services online, this upgrade will provide you with reliable and robust online banking tools with stronger controls and easier navigation. This new platform is simpler and more streamlined than what we currently offer and we are excited to provide it to you.

Your User ID will remain the same.

Yes, you will be required to set up a new Online Banking password when you first login.  Your temporary password will be set to your User ID + last 4 digits of your tax-ID number (social security number or EIN).

Apple users will need to obtain the updated ECB App after Friday, August 14.  Android users will need to delete the App and download the new ECB App after Friday, August 14. You will not be able to access your accounts in the App until Monday, August 17.

Our new ECB App has an improved customer experience, to include easier logins. 

The last Mobile Deposit using the current App can occur until 3pm on Thursday, August 13.  Mobile Deposit will be available on the new ECB App starting Monday, August 17. 

Prior to the upgrade, we will reach out directly to Treasury Management customers to explain changes.

Any current eBills setup with our current Bill Pay provider will need to be reestablished with our new Bill Pay system after first login

Any current eBills that you would like to retain a copy of should be downloaded by Wednesday, August 5, from our current Bill Pay system. 

After our upgrade, a dedicated team of Bill Pay experts can assist you with any questions from 6am-6pm Monday- Friday, beginning Monday, August 17. Please call xxx-xxx-xxxx for assistance.

Due to the changing of vendors, we are not able to provide any historical information through Online Banking on Zelle payments made after Friday, August 7.  This includes any loaded contacts information.  Please make notes of all important contacts and payments made prior to Thursday, August 6.

Yes!  If you prefer to use Bill Pay to schedule your ECB loan payments (vs. automatic transfers), we can accommodate this request with our new Bill Pay system!

Historical Loan statements are not available through new Online Banking portal.  Please contact us at 866-210-0460 for any historical loan statement needs. 

Yes!  If you were previously enrolled in eStatements, you will be automatically enrolled in eStatements on our new system.  However this will be from xx/xx/xxx (@Lauren Ziesel first statement date, will it be 8/31?) forward.   

Yes, we will mail you a new VISA® Debit Card on July 15. It will contain your new card number. It will not be active. You will receive activation instructions with your new card. Debit cards are sent in an unbranded envelope. If you don’t receive your card in the mail, we can print one for you in any ECB location beginning August 14.

Continue using your old VISA® Debit Card until August 13, when it will be deactivated. Your old card will not work after that date. Apps like Venmo, Cash App, Apple Pay, recurring subscriptions, and automatic payments with your old card will need to be updated with the new card information. Please activate your new card and update your payment information on August 13 to avoid any interruptions. 

All previous elections for Opt-In preferences to authorize and pay overdrafts on your ATM and everyday Debit Card transactions will remain. Savings Accounts and Special Purpose Accounts are no longer available for these elections.