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Frequently Asked Questions

Below are some of the most frequently asked questions concerning the transition of your accounts. See the United Community Bank Welcome Guide for addtional FAQs.
 
Why are changes being made to my accounts, debit card, and online banking system?

On October 1, Aquesta Bank and United Community Bank joined forces in order to deliver the same personalized care you enjoy today, with the added benefit of expanded services to meet your needs, goals, and aspirations. You will continue to enjoy the same convenience and service from the team of bankers you know and trust, at the same locations.

Aquesta Bank’s operating system fully integrated into United’s the weekend of November 13. As a result, the accounts and services you have with Aquesta Bank will undergo some changes. Effective November 13, all of your accounts and services are subject to the Terms and Conditions.

More than anything, we are working to ensure these changes are as seamless as possible.
 

Will the name remain Aquesta Bank?

Aquesta Bank began operating under the United Community Bank name, with a full transition in mid-November. The United Community Bank and Aquesta Bank teams are working diligently in the background to make this transition as seamless as possible for you.
 

Will I continue to work with my same bankers?
Yes, the bankers you know and trust are committed to assisting you through this system integration. Your banker is backed by a team of professionals who have a high commitment to client service and local relationships.
 
Will my local banking office remain open?
Yes, you will continue to enjoy the same convenience and service from the team of professionals you know and trust, at the same locations you use today.
 
Will I have access to United Community Bank branches, ATMs, and ITMs?
Yes, beginning Monday, November 15, you may conduct transactions at all of United’s branches, ATM, and ITM locations throughout the Carolinas, Tennessee, Georgia, and Florida. Click here for a complete list of United’s locations.
 
What changes are being made to any checking, money market, or savings account(s)?
All checking, savings, and/or money market accounts automatically transitioned to a new product during the conversion. Please refer to the Terms and Conditions for important details about the changes to your account(s). This notice highlights changes to your account terms. Beginning November 13, the new Terms and Conditions will amend and replace your current account agreement with Aquesta Bank.
  • Your deposit account number(s) remained the same.
  • An interim paper statement was mailed on Friday, November 12. This statement includes activity on your account up to final processing.
  • As a courtesy, there will be no monthly maintenance fees assessed on your checking or money market account(s) during the first two statement cycles following conversion or your savings account(s) during the first quarterly statement cycle following conversion.
If you have any questions regarding your account type or the fees associated with your new account, please contact your banker or call us at 800-822-2651.
 
What if I want a different product?
Your banker will be happy to discuss a solution that best fits your financial needs.
 
Will there be any changes to my Certificate of Deposit (CD) or Individual Retirement Account (IRA)?
If you have a CD or IRA, the interest rate will not change until it matures. Please refer to the Terms and Conditions for additional information regarding these accounts.
 
Will I need new checks or deposit slips for my checking accounts?
Please continue using your current checks and checking deposit slips until your supply is gone. When it is time for you to reorder, please contact United Community Bank to ensure that you get new checks with the correct routing number. The new routing number is 061112843.
 
Will I need savings deposit or withdrawal slips for my savings account?
Yes, savings deposit and withdrawal slips issued by Aquesta Bank should be discarded. Please call 800-UCBANK1 or visit a branch office to request a complimentary replacement order.
 
Will direct deposits and automatic payments continue to process as normal?
Yes, your direct deposits and automatic payments will continue to be processed in the same manner as they are now. There is no action you need to take.
If any merchants are currently using your Aquesta debit card as a payment method for recurring bills, please provide your new United Community Bank debit card number beginning Monday, November 15.
 
Will I continue to have access to 24-Hour Telephone Banking?
Yes, you will continue to access 24-Hour Telephone Banking by dialing 800-822-2651. You will be able to check your account balance, review your transactions, transfer funds, make a payment, report lost or stolen cards, and more.

The last four digits of your tax identification number will serve as your temporary PIN until you designate the PIN of your choice. Please note that your 24-Hour Telephone Banking PIN will be reset to the last four digits of your tax identification number even if you have a previously established PIN.

24-Hour Telephone Banking will be temporarily unavailable from Friday, November 12 at 4:00pm until Monday, November 15 at 8:00am.
 
What are the daily ATM, ITM, and point-of-sale transaction limits?
You may withdraw no more than $500 in cash per day and you may not exceed $3,000 in transactions per day using your debit card. Additional details may be found in the Electronic Fund Disclosure section of the Terms and Conditions.
 
Will I have to pay fees when I use a United Community Bank ATM or ITM?
There are over 150 ATMs and ITMs throughout the United Community Bank footprint that you can use with no fee. Additionally, United is a member of the Publix® Presto! network, which allows access to more than 1,220 ATMs nationwide with no fee. Please visit ucbi.com/locations for a complete list of Publix® Presto! and United ATMs or ITMs.
 
Will there be any changes to my safe deposit box?
Please refer to the Terms and Conditions for details regarding safe deposit box rental fees.
 
Will there be any changes with my Aquesta Bank credit card?
There will be no changes to your credit card account. Continue using your Aquesta Bank credit card as you normally do following the transition to United Community Bank. Credit cards will be issued under the United Community Bank name as cards expire or if they become lost, stolen, damaged, etc.
 
My business has Treasury Management Services. How will these transition?
United Community Bank will continue to offer comprehensive and cost-effective solutions to better help you manage cash flow and streamline business processes, including Online and Mobile Banking, ACH Origination, Wire Transfers, Positive Pay, and Remote Deposit Capture. Additional information about the Treasury Management services transition will be sent separately. We will work directly with you to ensure a smooth transition.
 
Whom will my year-end tax information come from?
Your 2021 year-end tax information will be issued under United Community Bank and will be postmarked by the required date of January 31, 2022.
 
Will there be any disruption in the Online and Mobile Banking service during the conversion?
Aquesta’s Online and Mobile Banking service will be turned off at 5:00pm on Friday, November 12, with no access until Monday, November 15, at 8:00am while we transition to a new and improved system.

You may begin using the United Online and Mobile Banking system beginning Monday, November 15, at 8:00am by visiting ucbi.com.
 
Will United Community Bank’s new Online and Mobile Banking system offer new features and functionality?
Yes, you’ll enjoy an enhanced Online and Mobile Banking experience that includes:
  • Extra security. Benefit from added fraud prevention and security features including the use of Secure Access Codes and browser registration.
  • Mobile optimization. View and manage all of your bank accounts from your desktop, tablet, or smartphone. All of the features available within Online Banking are also available within the new Mobile Banking App.
  • Personal Financial Management (PFM). Manage and review cash flow, spending trends, assets, debt, and budgets with a single login. PFM makes it easy to track your cash with charts and graphs, see your spending history, categorize transactions, create budgets, and plan for your financial future.

Will there be any disruption in the Bill Pay service during the conversion?
The Bill Pay service will be temporarily unavailable beginning Wednesday, November 10, at 5:00pm until Monday, November 15, at 8:00am as we transition to a new Bill Pay system. Any payments scheduled to be delivered will be sent as all payees and scheduled payments will be automatically updated in the new Bill Pay service, so there is no need for you to re-enter the information. However, eBills will need to be reestablished.
 
Will recurring and future-dated external transfers set up in online banking automatically convert to the new system?
External transfers will not be processed after Friday, November 12, at 5:00pm. External accounts will need to be reestablished in the United Online and Mobile Banking system before any external transfers can be processed. We apologize for any inconvenience this may cause.
 
Why did Aquesta Bank and United Community Bank join forces?
The combination of United Community Bank and Aquesta Bank enhances United’s position in the high-growth metro Charlotte area, including the area around Lake Norman, along with Wilmington. It also provides a unique opportunity for United to offer its expanded product line to Aquesta Bank clients.
 
The two banks have client-centric community banking philosophies that, combined, will provide the resources of a larger institution and expanded client access to commercial, retail and investment products and services, while maintaining the personal focus Aquesta Bank clients know today.
 
When did Aquesta Bank begin its transition into United Community Bank?
On October 1, 2021, Aquesta Bank officially became a part of United Community Bank, having received all required approvals from banking regulators. 
 
Where can I find additional information?
Aquesta Bank and United Community Bank issued joint announcements on May 27, 2021 and October 1, 2021 that includes some initial details. 
 
Will my accounts still be FDIC insured?
If you do not have any pre-existing accounts with United Community Bank, then there will be no change to your FDIC insurance coverage. If you do have accounts at both United Community Bank and Aquesta Bank, the FDIC provides continuing separate insurance coverage for at least six months following the legal close on October 1, 2021.

Help

If you have additional questions regarding the transition of your account(s) or need further clarification at this time, please do not hesitate to contact your local bank team or call us at 800-UCBANK1 (800-822-2651).