Carnegie Mellon Professor Paul Rauch once described a sincere apology as having three phrases:
On behalf of the entire community of GSB, and with full sincerity, I share these three sentiments regarding our recent technology enhancements.
Following many months of careful preparations and testing, our transition in early November was not as seamless as designed — causing unintended stress and inconvenience for some of our valued customers.
For any unfortunate impact on your personal and commercial banking, please accept our apologies; our complete ownership of responsibility and our every effort to regain your trust.
We are personally responding to individual concerns and working with customers to address and provide solutions. All members of the Bank's leadership team are involved and aware of this effort, with a dedicated helpdesk team working 6-days-a-week and extended hours until every call is resolved.
Please do not hesitate to contact any member of our banking team for support or to share a concern or comment. Whether you stop by my office in our main office, or you see me in the local market, please feel free to reach out to me, as well. Ultimately, this is not my bank, but yours, and we invite you to share thoughts about our present and future operations.
Timothy P. Geelan,
President and CEO
Beginning Monday, November 4 at 9am
Beginning Friday, November 8 at 2pm
Beginning Friday, November 8 at 5pm
Tuesday, November 12 at 8am
Our current banking system has served us well but we want to be able to serve you better now and in the future. This paves the way for the introduction of products you’ve been asking for and provides enhancements to many current services.
Your personal financial information is secure. We have taken measures to ensure it is secure through the enhancement process. In advance, please accept our apology for any inconvenience this may cause you over our enhancement period.
On a laptop or desktop computer you can continue to login from the GSB homepage gsb-yourbank.com using the login box in the top right corner of the page.
On an Apple or Android device you can download the NEW Guilford Savings Bank App by searching for "Guilford Savings Bank" in the App Store or Google Play. The new icon will display a green background with a white GSB.
Your username will remain the same. Your temporary password to use the first time you login after the technology enhancement is the last 4 of your Social Security Number. You will then be prompted to establish a new password.
Yes. Beginning at 8am on Tuesday, November 12th, the new GSB Mobile App will be available for download. Simply search “Guilford Savings Bank” in the Apple App Store or Google Play Store to download the Bank’s new App!
The former Guilford Savings Bank mobile application will no longer be available for use after 2pm on Thursday, November 7th . We encourage you to delete the former app from your device at this time to not cause any confusion in the future.
Yes. In the new GSB Mobile App simply choose the deposit account(s) you would like to use for mobile check deposit. Once approved, the account(s) will be available for use.
The new system will have 60 to 90 days of history at the time of the enhancement. On a go forward basis, all transactions will be maintained indefinitely.
No, all transactions will continue to process as scheduled.
No. Alerts can be set up for any account by choosing “Manage Alerts” when viewing the account. The following alert options are available via email, text message, or in-app:
Text Alerts will continue to be available. To set up alerts for any account, choose “Manage Alerts” when viewing the account.
For the security of your accounts, text message banking shortcuts such as “Bal” and “Last” will no longer be supported.
Please download the new GSB app for Apple or Android devices or log in to online banking at gsb-yourbank.com to view your balance, transfer funds, pay bills, and more!
Transaction history from GSB will be available but any external accounts connected will need to be set up following the enhancement. Goals and Budget Targets will not be carried through the enhancement. These can easily be set up in the new system.
One signer per account will receive an enrollment email for online statements. This will typically be the tax-reporting owner unless the tax-reporting owner was not previously enrolled in online statements. The enrolled signer can set up other individuals with online statement access after enrolling.
Online statement history will not be immediately available but 12 months of history will be accessible shortly after the technology enhancement. Any statement generated after November 8 will be available.
No. If you used External Transfer prior to the enhancement, you will need to set up your external accounts in the new system.
To set up external accounts:
• Click on the plus sign above your accounts list
• Choose “Make External Transfers”
• For security, enter your password > click submit
• Complete the external account form > click submit
• Two “micro” deposits will appear in your external account in 2 to 3 business days
• Sign back in to online banking to verify the amounts of the micro deposits
- Click on your name in the top right corner
- Click Settings
- Click External Transfers
- Enter two micro deposit amounts
- Click Confirm
- You’re done! You can now transfer back and forth between your GSB and external accounts
No. If you used popmoney prior to the enhancement, you will need to set up your payees in the new system.
To pay other people:
• Click on “Payments”
• Choose “Pay a Person”
• Choose one of the following options:
- Email - Payee will receive an email with instructions to supply their account information
- Direct Deposit - This works best if you have the payees’ routing and account number
- Check - This will simply mail a check to the address provided
Yes. You will need to disconnect your GSB accounts from Quicken or Quickbooks. Before disconnecting, you must perform a transaction backup BEFORE 2PM on Friday November 8th . Please choose the Quicken or Quickbooks guide below that corresponds to the Quicken or Quickbooks version you are using for detailed information and instructions.
Yes, all payees and scheduled payments set up prior to November 4 will be available following the enhancement.
eBills will be disabled prior to the system enhancement. If you wish to utilize eBills, please set them up following the enhancement.
Bill payments scheduled prior to November 4, regardless of when they are scheduled to be paid, will process as planned. However, you will not have access to Bill Pay during the enhancement period to create or modify payments. Please plan accordingly.
Our Cash Management customers will have access to additional services offered under the Cash Manager Tab in Online Banking. These Business Online Banking services include online domestic and international wires, ACH origination, Business Bill Pay, Remote Deposit (RDC), and Company Administrator functions.
If you are a cash management customer you should have received a mailing from us. Please review the materials and contact your business relationship manager with any questions.
For current Token or MFA users, we’ll exchange your existing device with a new one. For additional flexibility we now offer “soft” Tokens for those who prefer to use an app on their mobile phone or through their desktop.
We will resume normal business hours on Tuesday, November 12 at 8am. You will be given a temporary password to use the first time you log in after the technology enhancement and you will then be prompted to establish a new password. More detailed information will be provided to you in the coming weeks. To access cash management services please have:
• Your new Token
• User Guide(s) for reference
• Your existing User ID
• Your temporary password
Yes. ACH and Wire Templates will be converted, please review to ensure accuracy.
Yes. You will now be able to access RDC directly from your Business Online Banking through the Cash Manager tab. Access requires a token which will be provided to you.
Your existing scanner, locations, users and velocity limits will not change. However, any history and images will not appear in the enhanced system. Please make sure to print or export any history you’d like to save.
Your account will now be debited once the payee deposits the check at their financial institution.
Yes, all payees set up prior to November 4 will be available following the enhancement. However, any payments scheduled for after November 8 will need to be re-entered.
The Business Online Banking Administrator has the flexibility to add, update and remove users.
Business Online Banking supports Web Connect and Direct Connect functionality. However, it does not support Express Web Connect, embedded browsers and Intuit® mobile apps downloaded by a user. Users should contact Intuit® Support for assistance regarding those products.
Yes, you’ll have the option to make regular and principal only payments online.
Yes, effective Tuesday, November 12 at 8am the new phone number will be (844) 378-7560.
Yes. You will be prompted to select a new six digit PIN the first time you call in.
Yes, you will notice that the menu options have been updated and are easy to follow.
Yes. You'll still be able to perform all the same banking transactions by simply following the menu option prompts.
Prior to the enhancement, we will generate an interim statement including activity through November 8, 2019. You will receive this statement shortly after enhancement weekend.
For personal accounts, after the interim statement your first statement will show the transactions occurring November 9 through November 15 then you will receive monthly statements ending on the 15 of every month. If the 15 of the month falls on a Saturday, Sunday or Holiday, the monthly statement will be generated the last business day prior to the 15 of the month.
For business customers, after the interim statement your first statement will show the transactions occurring November 9 through the last business day in November then you will receive monthly statements ending on the last business day of the month.
Customers with Business Select Plus Checking accounts will continue to receive an Account Analysis Statement. They will be generated on the 15 of the month. If the 15 of the month falls on a Saturday, Sunday or Holiday, the statement will be generated the last business day prior to the 15 of the month.
You will receive a statement for your passbook transactions that have not yet been printed in your passbook through November 8, 2019. After this statement, transactions will be printed in your passbook and you will receive one annual statement.
If you are the primary account holder and have a combined statement with your checking account you will see summary information about your CD.
August 2019 was the last issuance of coupon books. In November you will begin receiving monthly billing notices. Your payment due date will not change and you can continue to make payments using the coupons until the book runs out.
Prior to the enhancement, we will generate an interim printed statement including activity through November 8, 2019. You will receive this statement shortly after enhancement weekend. You will continue to receive an email notifying you that your statement is available.
No, there will be no changes to your debit card account number or PIN.
During the technology enhancement weekend you will be able to withdraw cash at GSB and all other ATMs and make purchases with your debit card as you normally do. You will not be able to complete a balance inquiry, transfers, or deposits.
Your debit card does not need to be reloaded in your digital wallet and access will remain the same.
Only the first zero of your account number will be eliminated. The remainder of the account number will stay the same.
No, your payment due date will not change.
There's no change to the way you can make a payment. You can continue to pay by autopay from a GSB account, by check or from an external bank account. Our address will remain the same. With this enhancement you will now be able to make principal only payments within Online Banking.
Yes. August 2019 was the last issuance of coupon books. In November you will begin receiving monthly billing notices. Your payment due date will not change and you can continue to make payments using the coupons until the book runs out.
Yes, although we recommend that you transfer money from your HELOC into your GSB checking account and write the checks from that account.