General

Will this upgrade affect my direct deposit?
No.  Any direct deposits you’re scheduled to receive before, during and after the upgrade will be deposited as usual, because your account number(s) will not change.  Note that the current online and mobile banking services will be in view-only from Thursday, 10/19 at 5PM until the new system launches on Monday, 10/23. Any deposit you receive during this time will not show up online or through the mobile app, but will be reflected in your balance with us and available to you.  

My car loan and other payments get taken out of my WGSB account automatically each month by the companies I owe. Will these payments still go through?
Yes. Account numbers and debit card numbers will not change with the new system, so any payments you’ve authorized companies to take from your accounts with us will be paid as usual.

I tried to do/enroll/access {ONLINE/MOBILE SERVICE}, but it won’t let me.
See the Important Dates & Times for Staff document that lists service interruptions.

Online & Mobile Banking - First Time Login

How will I log in to the new system on/after October 23?

Online Banking

• Go to the bank’s website and choose “log in”. The first time you log in to either online or mobile banking, you will use your current username and a temporary password using the last 4 digits of your Social Security number (or TIN).  You will be prompted to set up a new password and two-factor authentication, which will require a verification code for all future logins.

Mobile Banking

• Uninstall the old Woodsville Guaranty Savings Bank Mobile app from your mobile device, then visit your app store and download the new app. Search for “WGSB Mobile”. Consumer and business (formerly eCorp) customers will use the same app.
• The first time you log in to either mobile or online banking, you will use your current username and a temporary password using the last 4 digits of your Social Security number (or TIN). You will be prompted to choose a new password and set up two-factor authentication, which will require a verification code for all future logins.
  
  

Mobile Banking

When will I be able to download the new mobile app?
Our new app will be live and published in the app stores by Monday 10/23.  Here are the links:

• Android: https://play.google.com/store/apps/details?id=com.theguarantybank.grip
• iOS: https://apps.apple.com/us/app/wgsb-mobile/id6449374471
  
  

Telephone Banking

Will you still offer telephone banking?
Yes. The current telephone banking service will be in inquiry-only Thursday, 10/19 beginning at 5PM for the weekend, but will be available again on Monday, 10/23 when the new system is launched.  The first time you call the new system, you will need to enter your account number, full Social Security number, and ZIP code, and will then be walked through setting a PIN/access code. Your new PIN will need to be 4-8 numbers.  The phone number will be same as current: 888-827-3725.

Bill Payment

Bill Payment will be unavailable for use Monday, October 16 until Monday, October 23, when the new banking system is available.

If I schedule(d) a bill to be paid after October 16, will it be paid on time?
All payments to regular billers that you schedule(d) on or before Sunday, October 15 will be paid as requested.  eBillers, companies you set up to deliver monthly bills and payment information directly to your Payment Center, will not transfer to the new system and bills to them will not be paid after Friday, 10/20.  All eBillers will need to be reset within the new online banking service once it is available on Monday, October 23.

I need to schedule a payment, but can’t access the bank’s bill payment service.
Our bill payment service will not be available from Monday, October 16 until our new system is available.  On October 23, log into the new online banking system using your current username and last four digits of your Social Security number (or TIN) as your password.  You will then be asked to setup a new password and two-factor authentication for enhanced security.  Once logged in, go to “Bill pay” to view your billers, manage your payments, and add billers.

Statements, Documents & Images

Will I be able to access my transactions and statements in the new system?
Yes. On first sign-in, 120 days’ worth of transaction history will be available. Up to eighteen months of eStatements, check images, and other documents from October 19 and earlier will be available in the new platform, but may take up to one month to appear.  Once available, check images and documents will continue to save up to 24 months going forward.

I read that my statement date might change. What are the statement dates?
Effective 10/23/23, some statement “end” dates will change. Statement dates for all accounts are as follows:

• 3rd Wednesday of the month: GO Checking and GO Cash Back Checking
• 10th of each month: Classic Guaranty Checking
• 25thof each month: Golden Guaranty Checking
• 30thof each month: all business accounts, all money market accounts, NINOW Checking, NOW Checking, HSA Checking, and IOLTA
  
  

Debit Cards & Fraud Center

Will my debit card continue to work after the system upgrade?
Yes.  Existing debit cards will continue to work as usual with the new system and card numbers and PIN numbers will stay the same.  After October 23, when you get a new card, due to regular expiration or due to loss, your new card will have a fresh, new look. 

Will I still receive alerts about suspicious activity on my debit card?
Yes. When suspicious activity is detected, our Fraud Center will attempt to send you a text message first. If a reply is not received within 5 minutes, an email will be sent.  If there is no reply to the email within 5 minutes, a call will be placed to the home phone number on record. Calls are only placed between 8AM and 9PM. Calls from overnight transactions are made after 8AM.

What information will WGSB’s new Fraud Center ask me when it contacts me about suspicious activity on my card?
For verification, you may be asked for the last 4 digits of your card number, your billing zip code, and up to 3 last transactions made. You will never be asked for your entire card number, account numbers, Social Security number, or other personal information.  When in doubt, contact the bank at 800-564-2735 and ask for WGSB’s ATM Department.  

Remote Deposit

Do I need to re-enroll in mobile deposit?
Yes, but it’s quick and easy.  After you’ve logged into our new online or mobile banking service for the first time, go to “Remote deposits”. Once there, a list of all your accounts eligible for mobile deposit will appear. Select the checkbox next to each account you want available for mobile deposit.  When you’re done, you’ll see your mobile deposit service “pending” in the message center. As soon as a member of our team approves your request, your request will turn to “approved”. Note that you may enroll in mobile deposit from either online or mobile banking, but will only be able to make deposits from the mobile banking app. Business (former eCorp) customers will need to download a separate app for mobile deposits (search “WGSB Deposit” within the app store for your device).

New/Self Enrollment

I am a new customer trying to enroll in online/mobile banking, but can’t figure out how.
Due to the system upgrade, self-enrollment for online banking was paused on Friday, 10/13 and will not be available until approximately 10/30. If you’d like to enroll right away, a member of our Electronic Banking Department can help you personally.

When you are able to self-enroll, the Social Security number, account number, email address, and phone number you enter during enrollment must match the information you provided at account opening exactly.  If the information you entered does not match what we have on record, you will not be able to self-enroll.  Self-enrollment is only available for individuals and sole proprietors who can enroll using a personal Social Security number.  Commercial customers will need to contact WGSB’s Electronic Banking Department.