This blog has received quite a bit of feedback regarding Savings & Loans’ new Internet Banking system and website. Like all major changes of this nature, there’s a mix of opinions regarding the new look and the functions available. We always keep our members’ interests our number one priority, and the move to the new website and Internet Banking system are great examples of this.
All of the changes made were suggested to us by our members, or were put in place to increase functionality and the ease of using either system. Rather than respond to individual questions, I’ll address some of the more common concerns which have either been raised here, through our Member Contact Centre and in our branches.
Internet Banking takes longer to load my account balances.
This one is right. The ‘Accounts’ screen on Internet Banking takes longer to load than our previous system because it now allows you to ‘hover’ over an account to see your most recent transactions. If you want to see the recent activities on several accounts, this can save you quite a bit of time.
I can’t find the receipt number after I’ve made a BPAY payment.
Your BPAY receipt number should show after your payment has been finalised. If the number isn’t appearing for some reason, you should call our Member Contact Centre who can give you the number and help you troubleshoot any problems.
I’m having trouble remembering my Factor2 Personal Icons – it’s just another password to remember!
The Factor2 Personal Icons are an extra layer of security that we’ve added to Internet Banking. With an increase in the number of keylogger viruses – which can record your member number and Internet Banking password – it was necessary for us to introduce the new icons. One of the biggest causes of fraud is people accessing Internet Banking on unprotected home computers, with keyloggers one of the biggest culprits. Some people make a ‘story’ to help remember the sequence of their password. For example, “I fixed the camera in the office” could mean your sequence of icons is ‘screwdriver, camera, computer’.
I can’t find anything on the new website – the old one was much easier to navigate.
This is just one of those things that will take time to get used to. We took a lot of care to ensure the new website was easy to navigate and information is simple to find. As well as improving the ‘search’ function of the site dramatically, we’ve restructured the site to keep all the relevant information together. Having said that, we’re always making ‘tweaks’ to the site, so please let me know of any specific problems you’re having.
I’m having trouble accessing Internet Banking on my Mac.
If you’re having trouble using Internet Banking on any computer, call our Member Contact Centre on 13 11 82 and they’ll be able to troubleshoot your problems.
As I said, we’ll always be making small changes to our website and Internet Banking service to best meet the needs of our members.
Please remember that this blog is a place for sharing ideas and constructive feedback, not a complaints forum. If you would like to lodge a complaint about any of Savings & Loans’ products or services, please call 13 11 82.
This will be my last post for 2007. I look forward to hearing more from you in 2008.