Core System Customer's Guide Frequently Asked Questions

Will my branch hours change during the upgrade period?

Yes. On Friday, November 9, 2018, branch drive-ins will close at 5 p.m. On Saturday, November 10, 2018,
branch lobbies and drive-ins will be closed all day and reopen on Tuesday, November 13, 2018, at normal
branch hours.

Monday, November 12, 2018, is Veterans Day, a federal holiday. Branches were already scheduled to be
closed on this holiday.

When does the system upgrade occur?

We will start the upgrade of our core system on Friday, November 9, 2018. This upgrade will continue
through the weekend and during Monday’s holiday, Veterans Day, on November 12, 2018. Our core system
will be up and running on Tuesday, November 13, 2018.

Why is Carter Bank & Trust upgrading its core system?

We have a responsibility to ensure that we are in the most advantageous position to serve you and all of our
customers and to operate efficiently and effectively. Additionally, this upgrade will enable us to offer new
products and convenient services, including, but not limited to, online and mobile banking, which is
scheduled to begin in early 2019.

Can I deposit money during the upgrade period?

Deposits will be accepted on Friday, November 9, 2018, until 5 p.m.
Can I withdraw money during the upgrade period?

You can withdraw money at your branch on Friday, November 9, 2018, until 5 p.m. or you can withdraw
money via Automated Teller Machines (ATMs).

Can I use my debit card during the upgrade period?

Yes. You should be able to use your debit card as normal during the upgrade, but there may be times a
transaction may not be authorized due to necessary service interruptions. You may want to consider
alternative payment options in case upgrade disrupts authorization

Will my information remain secure during the system upgrade?

Yes. The security of your accounts and personal information is our top priority. Our upgrade will not
compromise our security and privacy standards in any way.

Any additional questions?

Please call our Customer Contact Center, 833.ASK.CBAT or 833.275.2228, leading up to and after our system upgrade. During the upgrade, the Contact Center will be closed.

Anyone at our branches will be able to answer your questions.