At Bank of Utah, we are committed to providing you with the best possible banking experience. To that end, we are undergoing a technology upgrade in May 2024 designed to further enhance security, improve online and mobile banking functionalities, and pave the way to innovative features.
Online and mobile banking will be unavailable during our system upgrade. However, your debit card will continue to function.
We value your trust and will keep you informed throughout the process with clear communication.
Important Dates to Remember
| Date | Details |
|---|---|
| May 10, 2024 | Upgrade begins at 6 p.m. Online banking, voice banking, the mobile app and Zelle® will be unavailable. |
| May 11-12, 2024 | Upgrade continues throughout the weekend. Online banking, voice banking, the mobile app and Zelle® will remain unavailable. |
| May 13, 2024 | Upgrade concludes, with services expected to be restored by the morning. |
For more detailed information about the upgrade, including key features and changes, please refer to our brochure. Additionally, feel free to contact a branch manager for further assistance or clarification.
What You Need to Do Before the Upgrade
Your accounts will move automatically, securely and efficiently with no work on your part. Your deposit and loan account numbers, pins and passwords will not change. However, in the DAYS BEFORE THE UPGRADE, we suggest you:
- Review your statements and check balances of all your accounts so you have an understanding of your funds and activity. During the upgrade, online banking services will be unavailable. This means you won't be able to check your account balances or download statements until the upgrade is complete.
- Adjust any automatic payments scheduled for May 10-12 to pay before Friday, May 10, as scheduled payments will not post until Monday, May 13.
Frequently Asked Questions
General Questions
Q. Why is Bank of Utah conducting this upgrade?
A. Bank of Utah’s number one priority is to ensure our customers receive best-in-class service. With this upgraded system, we will be able to enhance your banking experiences by offering you the most up-to-date products and services — all delivered with the extraordinary customer care you have come to expect.
Bank employees have been working for over a year to prepare and test the various components of the upgrade, to ensure it will have only a minimal impact on you.
Q. What are the benefits of the upgrade?
A. This system upgrade will allow us to improve what we call our core processing system — a computer database that allows the bank to conduct transactions, process loan payments, calculate interest, manage customer data and more.
While many of the changes will happen behind the scenes, you will notice some new efficiencies. You’ll experience even faster service when you visit one of our branches, as the upgrade will allow our employees to streamline transaction processes. You’ll also get more personalized services and recommendations.
Q. When will the upgrade take place?
A. The system upgrade will officially start at 6 p.m. Friday, May 10 and continue through the morning of Monday, May 13.
Q. Will I be able to visit my Bank of Utah branch during the upgrade?
A. Bank of Utah's hours will not be affected. We will maintain regular operating hours on Friday, May 10. We will be closed on Saturday and Sunday, May 11-12, and resume normal business hours on Monday, May 13.
Q. What services will be available on www.bankofutah.com over the upgrade weekend?
A. The digital mortgage application, mortgage portal and consumer loan application are not part of the upgrade. You can access these any time.
You can also start the process of opening a new bank account over the upgrade weekend. Approved accounts will be opened Monday, May 13.
Access to Funds
Q. Will I have access to my money during the upgrade?
A. You will have access to your funds. However, some of our services, such as online and mobile banking, will be unavailable during the upgrade. For this reason, it is a good idea to be aware of your account balances and available funds prior to the upgrade.
You will be able to track our progress on the homepage of the bank’s website.
Q. What if I accidentally spend more than I have in my checking account when I can’t check my balance? Will there be implications?
A. Spending more than what's available can result in overdraft fees or returned payments. Please check your available funds prior to the upgrade and only spend accordingly.
Q. Will anything change regarding overdraft protection after the system upgrade?
A. Yes, we're excited to introduce Bounceback Overdraft Forgiveness. This new feature can help eligible personal and business customers avoid fees in certain situations. For more details, visit www.bankofutah.com/bounceback.
Q. Will my bank account number change after the upgrade?
A. Deposit and loan account numbers will not change.
You will, however, see a change in your safe deposit box account number, if you have one. This new number will be reflected on your statements starting in May. Your physical box number remains the same; you can continue using the box as you always have.
Q. Will there be any impact on my upcoming direct deposit scheduled during the upgrade timeframe?
A. There will be no disruptions to how direct deposits are processed. Direct deposits only post on business days.
Q. Will I still be able to use my checks during the upgrade?
A. Yes, you will be able to write checks during the upgrade. We will resume processing checks on Monday, May 13.
Online and Mobile Banking Availability
Q. Will I be able to bank online or in the mobile app during the upgrade?
A. No, online and mobile banking will not be accessible during the upgrade. We expect it to be back up by the morning of Monday, May 13. The homepage of our website, www.bankofutah.com, will feature progress updates.
Q. Will voice banking be available during the system upgrade?
A. Voice banking won't be accessible while we upgrade our system.
Q. Will my online banking user ID and password change?
A. No, these will remain the same.
Q. Will payments scheduled through Bill Pay be interrupted during the upgrade?
A. No, payments scheduled through Bill Pay will not be affected by the weekend system upgrade.
Q: Will Zelle® be available during the upgrade?
A. No, Zelle won't be accessible during the upgrade. Zelle is a feature integrated within online banking, so it will also be unavailable while online banking undergoes the upgrade.
Loan Payments
Q. I have a Bank of Utah loan payment scheduled for that timeframe. Will it be affected?
A. No, your loan payment will not be interrupted by the upgrade.
Q: Are there any changes to Bank of Utah loan payments after the upgrade?
A: Yes. Automatic payments on holidays/weekends will now be processed on the next business day. They were previously processed the business day prior to holidays/weekends.
Q: Are there any changes to the address where I mail loan payments?
A: While Bank of Utah accepts loan payments mailed to both of these addresses (both P.O. Box 231 and P.O. Box 431), we prefer mailed payments now be sent to P.O. Box 431, Ogden, UT 84402.
Debit Card and ATM Services
Q. Will my debit card continue to work during the upgrade?
A. Yes, your debit card will continue to work. However, you will not be able to check your balance in online or mobile banking or at the ATM. Please be sure to check your available funds prior to the upgrade, so you don’t spend more than you have in your account. If your account balance goes negative, it may result in overdraft fees or returned payments.
You will be able to see most of the transactions you made with your card when online and mobile banking is back online. Pre-authorizations, or temporary holds placed on your account before the upgrade, might not be reflected in your initial account balance. These transactions will still post within a few business days. This means you may experience a short delay in viewing certain transactions.
We will post the latest status updates regarding debit cards at www.bankofutah.com.
Q. Will any changes be made to my debit card after the upgrade?
A. For personal debit cards, no.
For business debit cards, yes. Starting Monday, May 13, the zip code linked to your business debit card will be automatically updated to your business zip code on file. This simplifies our internal processes and ensures consistency across the board.
This change might affect recurring payments you've set up with vendors or other entities if they rely on a different zip code linked to your current card. To avoid any disruptions, we highly recommend reviewing your existing payment arrangements and updating them with the billing zip code linked to your business debit card.
Important Note: To ensure a smooth transition during our system upgrade, please hold off on updating your zip code until on or after Monday, May 13.
Q. Will after-hour customer support for debit cards be available during the upcoming system upgrade?
A. Yes, after-hour debit card support will be available during this time, but with limited services. You can call 801-409-5000 (select Option 1 for debit cards) to report lost/stolen cards, enact travel rules or report fraud. However, limit increases and account access won't be available.
Q. Will I be able to use the ATM during the upgrade?
A. Yes. However, during the upgrade, your ATM receipts will not show an updated balance. Your updated balance will be printed on ATM receipts once the upgrade wraps up. Please see www.bankofutah.com to track the progress of the upgrade.
Your transactions will continue to be fee-free at the branch ATMs and ATMs within the MoneyPass® network. Use the MoneyPass locator at www.moneypass.com/atm-locator.html to find the ATM nearest you.
Q. Can I make ATM deposits during the upgrade?
A. Yes, deposits can be made at Bank of Utah ATMs; however, there will be a delay in posting these transactions. Cash deposits will not be immediately available.
Account Statements
Q. Will I notice any changes on my statements?
A. Yes, your statements will look different and feature some enhancements, but your account information will remain the same. Transaction descriptions will also look different. You will see more information on ACH transactions and a “reject status” for any stop pays or transactions that require special handling.
Q. Will the upgrade affect my May statement?
A. Yes, all customers will receive two statements in May as a result of the upgrade. Every business and personal deposit account, including checking and savings accounts, will receive a statement ending May 10 and an end-of-month statement.
Q. What will happen to the statement cycle after the update?
A. Starting in June, all business and personal deposits accounts will move to an end-of-month statement cycle.
Q. Will I be able to view my previous statements in online banking after the upgrade?
A. Yes, your previous statements will still be available online.
Security and Preparing for the Upgrade
Q. Will my account and financial information be safe during the upgrade?
A. Yes, keeping your personal data and account information secure and private is a top priority. The upgrade process will not compromise your information in any way.
Q. Do I need to do anything to prepare for the upgrade?
A. While most of the upgrade will take place behind the scenes, you can still prepare by:
- Taking note of the upgrade dates
- Reviewing your account balances before the upgrade
- Checking the bank’s website, www.bankofutah.com, for updates