We've built a new experience!
Here's everything you need to know.

 

General Info  |  Introducing Metro iBanking  |  Accounts  |  Digital Services

Metro Pay  |  Cards  |  Other Updates  |  Contact Us


General Information


Q:  What has happened?
A:  Metro has transformed the way you bank with us, creating a brand new experience that was built to serve you better. We’ve introduced Metro iBanking, a new digital banking system with easier navigation and access to your account information, Zelle for quick and secure P2P money transfers, MoneyView, a money management portal, and Real-Time Remote Deposit, whereby checks are deposited in real time, letting you see mobile deposits in your transaction activity right away (Funds Availability rules still apply; please refer to the Funds Availability Policy for additional information).

Additionally, to help protect you from potential fraud, each of your Metro accounts will now have its own account number, and your Regular Savings Account will now be called your Membership Account. There will be no changes to your debit card or checks.

We’re also offering more opportunities for you to take control of your banking. These include:
  • Early Pay, faster ACH processing that allows you to receive and see your electronic paycheck up to two business days earlier than before
  • Save Your Change, a convenient way to help you save by connecting your debit card to a Metro savings account, and “rounding up” purchases with the change deposited into the savings account
  • CardValet, which lets you manage your debit card, including the ability to turn access on or off from your smartphone.

Q. WHAT HAPPENS IF I DIDN'T PRE-REGISTER?
A. If you were unable to pre-register, you may need to create a new password that meets the criterion for iBanking.

Q. DO I NEED TO CREATE A NEW PASSWORD?
A. If you DID NOT pre-register for Metro iBanking then your password has been temporarily reset to the last 4 digits of your Social Security Number or Tax Identification Number, and the 5 digit zip code of the address you have on file.

For example, if your SSN ends in 1234 and your address has a zip code of 02150 then your new password has been reset as 123402150. Please try this temporary password when you log-in for the first time. From there you can change your password in the Self Service Center of Metro iBanking.

Metro’s new iBanking has the following password requirements:  
  • Must be between 8 and 22 characters
  • Should include a mix of:
    • Lower Case letters (a-z)
    • Digits (0-9)
    • Symbols (~!@#$%^&*()=+:;?/)
 
Q. DO I NEED TO UPDATE MY MOBILE APP?
A. Yes. 
  • Mobile Banking App - Search for "Metro Credit Union"
    • Android users will need to delete their Metro mobile banking app and download the new app
    • iPhone users can simply update their Metro mobile banking app by checking for updates in the Apple App Store
Q: Will my member and/or account numbers change?
A: Your member number will no longer be your account identifier. Instead, each account will have its own unique account number. You can find your new account numbers on your November statement or by signing in to the new Metro iBanking

Q: Why are my account numbers changing?
A: As a result of this system update, to help protect you from identity theft and potential fraud, Metro will no longer be relying on member numbers to identify your relationship with us. Each of your accounts has its own specific account number.

Q: If my member number has gone away, how will Metro keep track of my relationship?
A: When you call or visit your local branch, we’ll locate your account information by verifying your Social Security Number (SSN) or Tax Identification Number (TIN).

Q: Why did I get information about my deposit accounts in early September?
A: As a part of our system conversion you received updates to our policies including Truth in Savings, Funds Availability, Electronic Funds Transfer, Privacy Notification and Fee Schedule.  We wanted to make sure you had an updated copy of that information for your reference and review.  You can see it here too – link to home page.

Q: Will there be an interruption in my direct deposits?
A: Your direct deposits will continue to be posted to your account(s) as you currently direct them. 
Our new service, Early Pay , will make your paycheck deposit available to you up to two business days earlier.  You will automatically be enrolled in Metro EarlyPay if your paycheck is already direct deposited into your account.  

Q: What about automatic payments or automatic deductions?
A: No change to your automatic payments and deductions. 

Q: If I’m not on iBanking, are there new programs and services for me?
A: For sure!!!!  Metro has lots of new offerings designed to help you
  • New services – Day One
    • CardValet lets you manage your debit card, including the ability to turn access on or off from your smartphone
    • Early Pay faster ACH processing that allows you to receive and see your electronic paycheck up to two business days earlier than before
    • Save Your Change a convenient way to help you save by connecting your debit card to a Metro savings account, and “rounding up” purchases with the change deposited into the savings account
    • Envelope-less ATMs
    • Savvy Money – today only the primary member on the account can register for and receive credit updates because the account registration is tied to the primary member’s SSN.  In iBanking/iMobile, joint owners (every member) can register for their own username and therefore receive Savvy Money monitoring and updates!
Q: I use Telephone Banking.  Is there any change to the service?
A: With Telephone Banking you will be able to access all related accounts with one log-in!!!!  You will still use the same phone number and the menu options stay the same.  When you call in you will be prompted for your complete social security number.  Please note that your initial call in to Telephone Banking on or after October 13, 2020, your PIN will be the last four digits of your SSN.
 
Q. Is there a difference between being a member and an account owner at Metro?
A. The key to being a member is having your own Membership Savings Account and being the Tax Reporting Owner (TRO) on the account.  Opening and maintaining a   Membership Savings Account makes you a Metro member.
            
You can be a joint owner (also referred to as ‘secondary’ or ‘Non-Tax Reporting owner) on deposit accounts, trusts or other similar accounts, however your status what we call “Person Type” will be Non-member Account Owner on those accounts if you do not have an established Membership Savings Account with TRO status.  Account Owners and signers do have equal Capacity to access the funds on an account regardless of their “Person Type”. 
 
In order to be a joint owner on a loan, you are required to be a member and need to open your own Membership Savings Account with TRO status.

Q: What is my "PIN" number for telephone banking?
A: When using our telephone system, please be aware that you will be asked to enter your social security number, rather than your member number. Please also note, that your "PIN" is the last 4 digits of your social security number. You will be asked to change your pin afterwards; you may use the same pin you have used previously.
 

Introducing Metro iBanking



Q: What’s Metro iBanking?
A:
Metro iBanking is a new digital banking system that will transform the way you bank with us. We welcome you to check it out!

With
Metro iBanking, you’ll discover a new, easy and secure way to do your day-to-day banking. Plus, you can view all your financial information in one place, monitor your credit score, schedule payments, open new accounts, and much more.

Metro iBanking is built to serve you better, with easier navigation and access to your account information. Plus, we’ve added some new and enhanced features, including:
  • Zelle, for quick and secure P2P money transfers
  • MoneyView, a money management portal for all your finance-related accounts
  • Real-Time Remote Deposit, whereby checks are deposited in real time

Q. WHAT HAPPENS IF I DIDN'T PRE-REGISTER BEFORE OCTOBER 8, 2020?
A. If you DID NOT pre-register for Metro iBanking then your password has been temporarily reset to the last 4 digits of your Social Security Number or Tax Identification Number, and the 5 digit zip code of the address you have on file.

For example, if your SSN ends in 1234 and your address has a zip code of 02150 then your new password has been reset as 123402150. Please try this temporary password when you log-in for the first time. From there you can change your password in the Self Service Center of Metro iBanking.


Q: What happens to my Bill Payees under the new system?
A: Bill Payees will automatically transfer to Metro iBanking.

Q: What about my person-to-person money transfers and payments with Popmoney?
A: Zelle is replacing Popmoney for P2P money transfers. Be sure to take note of your Popmoney payees. You can make the switch to Zelle simply by trying our new mobile banking app.

Q: How do I update my mobile banking app?
A: It’s easy to download or update to the latest version of Metro’s mobile banking app:
  • Android users will need to delete their Metro mobile banking app and download the new app
  • iPhone users can simply update their Metro mobile banking app by checking for updates in the Apple App Store

Q: What makes iBanking so exciting and special?

A: Metro introduced new, free services that will help you manage your money.
  • Zelle, for quick and secure P2P money transfers; transfers could be received as quickly as ‘near-real time’, depending on if the recipient is also already registered with Zelle
  • MoneyView, a money management portal for all your finance-related accounts
  • Real Time Remote Deposit* – whereby checks are deposited in real time, letting you see mobile deposits in your transaction activity right away
  • Easier way to open new accounts within iBanking
  • Mobile App now allows you to view bills and statements
  • External ‘bank-to-bank’ Transfers – will only process via ACH. If the transfer is requested by the daily cut-off (3:00pm), the recipient will receive the ACH credit the next business day.
            *Funds Availability rules still apply; please refer to the Funds Availability Policy at MetroCU.org for additional information.

Q: Will my established alerts transfer over to iBanking?
A: No.  You will need to re-set your alerts.

Q: Will my scheduled external transfers carry over to iBanking?
A: No.  You will need to re-set your alerts.

Q: Will my account nicknames transfer to iBanking?
A: No, you will need to assign nicknames to your accounts.

Q: Will scheduled transfers between Metro accounts carry over to iBanking?
A: Yes, transfers between Metro accounts will remain scheduled and carry over to iBanking.


Q. I have different log ins for my accounts.  Which one am I supposed to use to access iBanking?
A. As of October 9, if you had more than one log-in, your log-ins were consolidated and collapsed into one User ID based on the one you used most recently. 

Q. I pre-registered for iBanking with one of my log-ins and then logged in with a different log-in before your conversion.  Which one should I use to access my accounts now?
A. The last log-in you used to access online banking before October 9, 2020, is the one that was transferred to our new iBanking platform.  If the log-in you used for pre-registration is different from one you used afterwards, please use the latter log-in to access your account information in iBanking. 
 
Q.  I had multiple online banking usernames, and pre-registered with one that the system isn’t recognizing. What happened to my login?
A.  As we converted online banking files over the weekend, the system took your most recent login information into the new iBanking.  So if you used a log-in different from the one you pre-registered with that’s what is loaded into iBanking, and what you need to use with the password you created during pre-registration.
 
Once you have accessed iBanking, you can change your log-in within the Self Service Center.  Remember too that if you are the Tax Reporting Owner on the accounts, you now have the convenience of all your accounts under one log in.  
 
Please keep in mind that if you change your user name, that becomes available for another member to select and use.   

Important Information Regarding Metro Pay

**If you have been using Metro Pay, you will need to re-register for Metro Pay beginning Tuesday, October 13, 2020.**

Q: What happened to Metro Pay?
A: Metro Pay features are not new, but the system that delivers it to our members is. If you used Metro Pay as a registered user, you will need to re-register beginning 10.13.2020.

IMPORTANT CHANGES TO NOTE:
  • Any payments scheduled to process after 10.9.2020 need to be re-scheduled.
  • Any recurring payments need to be re-established.
  • Payments will be sent on the date you select; however the amounts will not be reflected in your account balance until the next business day.
  • Payments can be made or scheduled using a debit card by phone only; a service charge is also applied in those instances.
Scheduling Your Payments in Metro Pay
One Time:  Create one-time same day or future dated payment.
Recurring: Create a series of fixed or variable payments, for a fixed or variable duration.One-Time Guest
Payment Plan: Create a series of payments to pay off a fixed amount owed.
 

Metro Pay is a quick and secure way to make your Metro loan payments using funds from another financial institution! The features of Metro Pay are not new, the system that delivers it to our members is.

 

Accounts

Q: Are my checks still good to use? 
A: Yes!  You continue to use the checks you have on hand for your existing accounts.

Q: Will account fees change?
A: Some fees have changed as of October 10, 2020.  You can review the Deposit Fee Schedule that you received in September or go to MetroCU.org and click on Disclosures and Fees.

Q: Will my interest rate change?
A: No. The interest rate on your deposit account(s) or Metro loan won’t change as a result of our conversion.  You can find our current rates at www.MetroCU.org.

Q: Will the deposit or loan account terms change?
A: No. Terms for deposit accounts and loans will not change.

Q: Will my account statement date change?
A: Account statement dates for deposit accounts will remain as they are.  Statement dates will change for Home Equity Loans; changing from the 30th of each month to the 25th.

Q: I received a paper statement. Why?
A: During our conversion, we provided members with a paper copy of their account activity covering the dates 10.01.2020 – 10.09.2020. You can still see your statement within iBanking beginning 10.13.2020. 

Q: Why can’t I see my past eStatements in iBanking?
A: From 10.09.2020 through 10.31.2020 we will be building a new archive for your historical statements. Should you need a statement during that time please contact us to research it for you. As of 10.13.2020 there will be 16 months of statements, bills and taxes available. Over the course of the following weeks, Metro will display up to seven years of history.

New Digital Services

Q: What new features are available?

  • Early Pay - faster ACH processing that allows you to receive and see your electronic paycheck up to two business days earlier than before.  You’re automatically enrolled if you have direct deposit!
  • CardValet - lets you manage your debit card, including the ability to turn access on or off from your smartphone
  • Save Your Change - a convenient way to help you save by connecting your debit card to a Metro savings account, and “rounding up” purchases with the change deposited into the savings account
  • MoneyView - a money management portal for all your finance-related accounts
Q: Can I use the same log-in and password to access eStatements?
A: While you need log-in and password to access iBanking, you do not need a log-in or password to access eStatements.  eStatements are accessible when you log in to your iBanking account.

Q: Where can I access eStatements?
A: You access eStatements through Metro’s new iBanking ; simply log in to iBanking and click on the eStatement link in the Self-Service Center.  You can also view your eStatements through the Metro Mobile Banking App!

Q: How can I enroll in eStatements?
A: eStatements are a convenient and secure way to keep track of your account(s).  Enrolling is easy!  Simply log-in to iBanking and click on the eStatement link within the Self-Service Center.

Q: I have multiple accounts at Metro; can I get some of my statements in paper format, and others electronically?
A: Unfortunately, no.  eStatements are an easy, secure and free service that helps you manage and monitor your account activity.  Enrolling in eStatements is just as easy; log in to your iBanking account and click on eStatements in the Self-Service Center.  When you enroll you must elect to receive all statements in electronic format; if you have more than one account you are unable to receive one in paper format and others electronically.

Q: I used eSafetyBox.  Is anything happening with that?
A: Yes! Metro is making Virtual StrongBox available to its members.  This new service works the same way as eSafetyBox.  You will still access it through your iBanking credential however you will need to create a new username and password to access Virtual StrongBox today.


**Due to the confidential nature of the documents that you have in eSafetyBox, such as Trust papers, Power of Attorney statements and other financial documents, it is important that you download them from that site so have access to them. This needs to be done NO LATER THAN FRIDAY, OCTOBER 9, 2020.   Metro is unable to access or extract those documents for you.  You can upload those documents to Virtual StrongBox after October 13, 2020.

Q. If I make a deposit with mobile deposit on my phone, when will I see it in my account? 
A. Mobile deposit is real-time credit to your account, however, please keep in mind Funds Availability hold times (click on Fees & Disclosure link in the footer for more information).  If an adjustment is made, for example the amount is entered without a decimal point, the correction will post the following day and the adjustment is seen then.   


Other Updates That May Impact You

Q:  What happened to my Regular Savings Account?
A: Two things: The account number changed (see above), and the name changed to Membership Account. The account features remain the same.

Plus, more new opportunities to take control of your banking:
  • Early Pay, faster ACH processing that allows you to receive and see your electronic paycheck up to two business days earlier than before
  • Save Your Change, a convenient way to help you save by connecting your debit card to a Metro savings account, and “rounding up” purchases with the change deposited into the savings account
  • CardValet lets you manage your debit card, including the ability to turn access on or off from your smartphone

Cards

Q: I’m trying to access my credit card account information through iBanking. I can’t seem to find it?
A: With our new system, in order to access and review your Metro credit card information, you will need to re-register your card via the secure credit card portal, providing the card number, expiration date, CVV number and email address associated with the account. Metro Business credit card account holders do not yet have access to their credit cards or online statements.


Q: What about my personal Metro Credit Card?
A: There’s no change to your Metro Credit Union personal credit card.  While your Metro credit card is not listed as an account in Metro iBanking, you can access your account through Metro iBanking by clicking on the dedicated link.  From there you can view transaction activity, statements and make a payment.

Q: Can I still use my debit card?  Will the PIN change? Is my card number changing?
A: There is no change to your Metro debit card - your card, the PIN and card number all remain as they are.  You can use your debit card at anytime and anywhere it is accepted.


Contact Us

Q: What if I have additional questions?
A: Your Metro Credit Union team is here for you, and is ready to answer your questions:


Please note:
When using our telephone system, please be aware that you will be asked to enter your social security number, rather than your member number. Please also note, that your "PIN" is the last 4 digits of your social security number. You will be asked to change your pin afterwards; you may use the same pin you have used previously.

Member Service Center Hours:
Monday – Wednesday:       8:00 AM – 5:00 PM
Thursday – Friday:             8:00 AM – 6:00 PM
Saturday:                           8:00 AM – 1:00 PM

Call - 877.MY.METRO (877.696.3876)

Send a Secure Message - Log in to Online Banking, and click the envelope icon to access the secure Message Center.

Online Banking, Bill Pay, and Mobile App assistance is available 24/7 at 877.MY.METRO.
 
 

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