Dear Valued High Country Bank Customer,

We are writing to inform you about an upcoming system upgrade that will enhance our banking services and improve your overall experience with us. We want to keep you informed about the purpose and benefits of this upgrade. At High Country Bank (HCB), we continuously strive to provide you with the best banking services. We sincerely appreciate your understanding and patience as we work to enhance our systems and services for you.

The purpose of this system upgrade is to:

Enhance security. We are implementing advanced security features to safeguard your personal and financial information. This includes enhanced encryption protocols and improved fraud detection capabilities to protect against cyber threats.

Improve efficiency. The upgraded system will streamline our internal processes, allowing us to serve you more efficiently. This means faster transaction processing times, quicker account openings, and smoother customer service interactions.

Enhance user experience. We are introducing new features and functionalities that will make it easier for you to manage your finances. This includes a more intuitive and user-friendly interface on our online and mobile banking platforms.

Ensure compliance. Staying compliant with regulatory requirements is crucial. The upgrade ensures that we meet the latest industry standards and regulations, providing you with peace of mind.

*Bill Payments: Cannot be modified after October 22nd. While you will be able to view your bill payments during this period, any updates or changes cannot be made after October 22nd through October 28th at 8AM.

Timeline and impact:

Start date – Thursday, October 24, 2024

Expected completion date – We anticipate that the update will be completed by Monday, October 28, 2024, with minimal disruption to our services. During this period, there may be temporary disruptions to certain services. We apologize for any inconvenience and assure you that we will work diligently to minimize any impact on your banking experience.

System Upgrade FAQ

During the upgrade weekend, will I still be able to access my accounts?

Some limitations will be in place. Your debit card will work with modified limits from October 24 – 27. Online banking will be unavailable starting at 6 p.m. on October 24 and will be available for use again at 8 a.m. on October 28. Please submit your mobile deposits before 6 p.m. on October 24. Mobile deposits will be available again at 8 a.m. on October 28.

Will I be able to use online/mobile banking throughout the upgrade?

From 6 p.m., Thursday, October 24 until 8 a.m., Monday, October 28, you will not be able to access your online banking. Please be aware that this inturuption in service will prevent you from performing fund transfers or bill payments. We have extended our call center hours to assist with questions about your balances, transaction history and statements or complete transfers during the temporary service interruption of online banking.

Can I use ATMs and my debit/credit cards during the upgrade?

Yes, and please keep in mind that during our upcoming system upgrade, there will be modified limits on your debit/ATM card(s). For more information, please visit our website.

Temporarily modified limits:

• Withdrawal limits – During the upgrade period, the daily withdrawal limit for your debit card will be temporarily adjusted to $300 a day.
• Purchase limits – Similarly, the daily purchase limit for your debit card will be temporarily adjusted to $1,000 a day for consumer cards and $1,500 a day for commercial cards during this time.

Effective date:

• Start date – These modified limits will take effect Thursday, October 24, 2024.
• End date – We anticipate that regular limits will be reinstated by Sunday, October 27, 2024, once the upgrade is complete.

Your action:

Stay informed. We will provide regular updates via email, our website, and other communication channels to keep you informed of any changes or developments during the update process. Please ensure we have your current address, email, and phone number.

Contact us. If you have any questions or concerns regarding the system upgrade, please do not hesitate to contact our customer service team at 719-539-2516.

Post-Upgrade: What will change, and what will stay the same?

Account suffixes: Your checking and savings account numbers will not change.  High Country Bank loan account numbers will change. All HCB loan customers will receive letters directly from us with your new account numbers and any additional information/instructions related to your loan(s).   If your current loan number is 01-23456789, your new loan number will be 23456789-10.  

Checks: There will be no changes to the design or format of your current checks. You can continue using them as usual.

Debit Card and ATM card numbers: Credit cards will remain the same. New debit cards will be issued to all our customers. Key benefits include enhanced security, contactless payments with tap-to-pay and improved design and durability. New debit cards will be mailed prior to the system upgrade. Please continue using your current HCB card until the end of the day on Wednesday, October 23.  You can activate your new card starting at 6 a.m. on Thursday, October 24^th. Cards will have modified stand-in limits for transactions from Thursday, October 24, through Saturday, October 26. On Sunday, October 27, transactions will be approved based on memo balance, and normal debit card limits will resume. 

Monthly bank statements: You can expect a revised format for your statements that will provide clearer information about your account activities. Most accounts will receive two statements in October. All accounts will receive a statement on October 24^th.  Normal statement cycling will begin in November on their normal statement date. 

Usernames and passwords: All customers will need to create a new password for their online banking accounts. Details and instructions will be mailed.  

Website: High Country Bank is excited to announce we will launch a brand-new website that is designed to enhance your online banking experience. This upgrade is part of our commitment to providing you with better service and improved accessibility. We will continue using www.HighCountryBank.net. Access to our website will be available during the system upgrade. It will be a great resource providing helpful information on the upgrade, as well as user guides. Online banking will be temporarily unavailable after 6:00 p.m. on October 24 through 8:00 a.m. on October 28.

Key features of our new website:

• Modern design – Enjoy a fresh and intuitive interface that makes navigating our services easier and more efficient.
• Enhanced security – We have integrated advanced security features to safeguard your personal information and ensure a secure online banking experience.
• Mobile compatibility – Access our website seamlessly from any device, including smartphones and tablets, for banking on the go.
• Improved functionality – Experience faster load times and enhanced functionality for tasks such as account management, bill payment, and more.

Will my information be secure throughout the upgrade?

HCB understands that security is of utmost importance to you, and we want to assure you that your information will remain secure during our upcoming system upgrade. We will never ask you for personal information via email, phone, or any other electronic communication method.

What if the upgrade takes longer than expected?

If the upgrade takes longer than expected, HCB will have open communication with our customers. We will keep you informed with every step.

If I have questions, whom should I contact?

Please give us a call at 719-539-2516. We are more than happy to assist you.