Civic members,

We continue making the transition from LGFCU to Civic. We appreciate the patience and grace you, our members, have shown during this time of such monumental change we’ve experienced together. In our last communication, we shared that we are working on call wait times and card activation. Our call waiting time is still being addressed to reach an acceptable level. We have hired many additional employees to add support to this critical service channel. More employees have been hired for branches, as well.

We will continue with additional hires to meet the needs of our membership. We will also continue to assess member needs in learning the comprehensive digital resources now available. Waiting time will get better— soon. This transition is challenging for both members and staff.

There are so many positives to share—these are just a few:

• Debit and credit card activation, as well as online member activity, has exceeded pre-independence volume.
• Members have deposited at retailers (Walgreens, CVS, and Sheetz, as examples) across NC and 12 other states, taking advantage of anytime access.
• ATM access has expanded to every ATM in the world, with surcharge fees reimbursed up to $20/month.
• Shared branching participation is strong, with 5,500 participating branches in the US. Our members have used shared branching in 23 states, including Alaska.
• Civic members are adopting always accessible channels, rather than relying on the typical 40 hours/week at branches.

As hoped, we have seen positivity, engagement and excitement from members who have engaged in a new way to bank.

We have reduced waiting time in branches, adding staff to assist those with non-transactional concerns such as reissuing cards, setting up and answering questions about online banking, and taking new applications for membership. As we become current on chat, text and secured message channels, most, if not all, non-transactional needs can be addressed without branch visits.

We have reissued most debit cards not received due to stale and inaccurate addresses. If you still have debit card concerns, please send a secure message via online banking to help us make certain you have your card(s), and to verify we have your correct mailing address.

We began this journey almost three years ago, being transparent from the beginning; that will continue. Pre-transition we held more than 60 member meetings across the state. In August we will resume, providing training and actively listening to feedback. We created Civic, alongside our members and local governments, for NC local government employees and their families. That has not changed. The conversion of systems was both one of the most complex and highly successful in the banking industry. It may not currently feel this way to you, but Civic’s advanced technology systems are working as designed, providing greater accessibility and convenience through online channels.<.p>

Civic members, and those who work in NC local governments, are amazing and inspire Civic staff to work harder each day to provide the best and most accessible products and member service. Again, thank you for the patience and support you’ve shown. We appreciate your membership.

Sincerely, 
K. Dwayne Naylor,
President & CEO