Q: Why was this change made?

A: To offer more secure, efficient service and support in how members prefer to connect, digitally and on demand.

Q: Why isn’t phone support available on Saturdays?

A: Saturday support has shifted to digital channels for a more secure, streamlined experience. Phone support for general, digital, and token inquiries is no longer offered.

When calling 888.800.3328, the following automated support options remain available:

• Press 1 for assistance with memberships and loans
• Press 2 for help activating your debit card
• Press 3 for support with lost, stolen, blocked, or declined credit cards
• Press 4 for assistance with insurance or investment services

These options ensure you can continue to access key services when you need them.

Q: Can I still get help on Saturdays?

A: Yes. Agent support is available from 8:00 a.m. to 3:00 p.m. via:

• Live chat
• Secure messages in Online Banking
• Or, Virtual Assistant (available 24/7)

Q: Is live chat with a real person?

A: Yes. The Virtual Assistant helps first and can answer common questions right away. If more assistance is needed, a representative will join during normal business hours and on Saturdays from 8:00 a.m. to 3:00 p.m.

Q: What does the Virtual Assistant do?

A: Our Virtual Assistant is available 24/7 for quick answers to common questions and can connect you with a representative when available during normal business hours.

Q: How do I start a chat or send a secure message?

• For Chat: Visit the website or log in to Online Banking and select the chat option.
• For Secure Message: Log in to Online Banking, select the Messages Center option under More Services, and send your question.

Q: Will weekday phone support change?

A: No. Phone support is still available during our normal business hours Monday through Friday, 8:00 a.m. to 6:00 p.m.

Q: Can I talk to a live representative on Saturdays?

A: Yes, through live chat from 8:00 a.m. to 3:00 p.m. Phone-based live support for general and digital inquiries is not available on Saturdays.

Q: What if I don’t use digital tools?

A: We understand not everyone prefers digital channels. Our team is happy to help you by phone during normal business hours Monday through Friday from 8:00 a.m. to 6:00 p.m. If you would like to be assisted in a branch, you may set up an appointment here.

Q: Is this change permanent?

A: This is an ongoing service update. We’ll continue reviewing and improving our support options to ensure we’re providing helpful and convenient support.