General Information

Why is Provident making this change?

We understand how important it is for you to have the most up-to-date tools to help you manage your finances. Provident is committed to finding and implementing these tools to help you. Our goal is to make the transition as easy as possible. We’re very happy with this new service offering and are confident that you will find the new tools helpful as well.

What are the improvements this new home banking system offers me?

Some of the many improvements include:

• E-mailed alerts for various account conditions
• Online updating of your contact information and e-mail address
• Scheduled transfer set-up
• More options for sorting and filtering transaction history

Will the system be down while the change occur?

Yes. Online banking will be down starting at 8:00 p.m. on June 3rd and will not be back up until Wednesday, June 4th at 12:00 p.m.

Why do I have to sign a new Account Agreement when I sign on for the first time?

The new conversion provided us with an opportunity to allow you to review our updated disclosure. You will be required to accept this disclosure before you are provided access to Account Manager.

What are the fees for this new service?

There are no fees for using this service. It is free to all members. The only fees are associated with some new features that you may choose to use, such as expedited bill payments and next day transfers to other institutions.

Registration and Sign On

Do I have to re-register?

No. You do not have to re-register for Account Manager (online banking). You can sign on using your Member Number as your User ID and your PIN as your password starting at noon on Wednesday, June 4, 2008. You will be able to change your PIN to a more complex password after you’ve logged on to Account Manager.

Do I have to change my PIN?

No. However, we encourage you to change it to a more complex password after logging on in online banking. Please note: Changing to the complex password in the new system will not change your password in Touch Tone Teller or Quicken.

If you wish to change your password, security questions, or security image, you can do so by signing on to Account Manager and then...

1. Click on “Manage Your Profile” in navigation bar on the left
2. Click on the "Password" tab to change your password, or "Security Profile" to change your security questions and Personal Security Image.

What are the requirements for the new complex password?

If you would like to change your PIN to a more complex password, the password must be between 6 and 32 characters long, with alphanumeric characters only (a-z, A-Z, 0-9). It must contain at least one uppercase letter (A-Z), one lowercase letter (a-z), and one number. Passwords are case sensitive, so later when you sign on to Account Manager again, you will have to type it exactly as you did when you changed it.

What happens if I cannot remember my password?

You can use the “Forgot Password” link on the password entry page to help you reset your password. By clicking on this link, you will be prompted to answer questions about the primary owner of the account, in order to verify your identity. If you are unable to reset your password using this feature, you can call Provident to have a member service representative reset it for you.

Will my Personal Security Image and Caption stay the same?

Yes. Your Personal Security Image and caption will stay the same after conversion. What we previously called a caption, we now refer to as "image name". You can now use a much wider variety of characters in your image name, including spaces and punctuation.

Will my security questions remain the same after conversion?

Yes. Your current three security questions will remain the same. For enhanced security, however, you will be prompted to add two additional questions the next time you make changes to your questions.

Conversion Questions

Will any of my transaction history be lost?

No. All of your statement and account information will be converted to the new system.

Can I still view e-Statements from previous month/years?

Yes. Assuming you are already signed up for e-Statements and have accumulated e-Statements from previous months, you have the ability to view those statements for up to 13 months, just as before.

Will I still receive e-mail notification for my e-Statements?

Yes. You will continue to receive e-Statement notification through the e-mail address that you currently have and e-Statements will still be available for viewing under the e-Statement tab. If you would like to change the e-mail address for your account, you may do so on Account Manager, either under the e-Statement tab or through the "Manager Your Profile" button on the left-side navigation bar.

How do we change e-mail address, password, address, or phone number?

On the left side bar of any page, click on "Manage Your Profile". From there you can edit your contact information, including your address, phone numbers, and e-mail address. There are also tabs there for changing your password and other security settings. After you have made your changes, click on the "Save Changes" button below the section that you changed.