Making Improvements to Better Serve You: Important Information Regarding System Upgrades
Upgrades will occur on March 2, 2020
At Charter Trust Company, we are committed to serving you throughout life’s financial events. We strive to provide the best possible service, and with that in mind we are excited to announce upcoming enhancements to our services and systems.
On March 2, 2020, we will be upgrading our core operating and online system to better serve you. Below you will find some important information about what this means for you:
- Your Online Client Portal will be upgraded to a new TotalWealth portal. This new platform allows you to create a customized dashboard home screen, review your accounts and transactions, check your portfolio performance, and more. You will be able to log into TotalWealth for the first time on March 2, 2020. More details and instructions for first time log in will be provided soon.
- Beginning in March, your statements will be in a new format. Statements will continue to arrive at the same time, and for your convenience we will send an additional statement in early March containing your activity from January and February 2020 (please note – this extra statement will be your final statement in the old format).
- Your accounts, account management fees, Wealth Manager, and payments will remain the same. The system upgrade will not affect the team that serves you or the status of your accounts.
We look forward to enhancing our service to you through these upgrades. We appreciate the opportunity to serve you.
Questions? We’re here to help. If you have any questions, please contact your Wealth Manager directly. Contact information for all of our Wealth Managers can be found here.
Frequently Asked Questions
Q: When will upgrades go into effect?
A: Upgrades will go into effect on March 2, 2020.
Q: Will my accounts, account numbers, services, or features change?
A: No, there will be no changes to your account information, services, or features.
Q: I receive payments from my accounts. Will these continue?
A: Yes, payments will continue without interruption.
Q: Will my account management fees be the same?
A: Yes, your account management fees will be the same. Additionally, as a result of this upgrade you may notice that certain supplemental fees will be reduced.
Q: Will I still be able to access my accounts online?
A: Yes. The online portal will still be available at the top right corner of the homepage of our website as it is today. The existing platform will be upgraded to the new TotalWealth online portal on March 2, 2020. This platform is easy to use and will provide you with access to your account and investment performance information.
Q: How do I log in to TotalWealth for the first time?
A: On or after March 2, 2020, you will need to follow first-time login instructions to access your accounts online via TotalWealth. We will provide first-time login instructions in a separate mailing. During first-time login, you will be asked to select a new password. If you need support during first-time login, please contact your Wealth Manager directly.
Q: Will my statements look different?
A: Yes, beginning in March, your statements will be in a new format. Your statements will continue to contain the same information about your accounts and offer enhanced features including an Individual Retirement Account (IRA) Required Minimum Distribution (RMD) schedule. For your convenience, we will send an additional statement in early March containing your activity from January and February 2020. Please note, this additional statement will be in the old statement format.
Q: I currently receive my statements electronically. Will this continue?
A: Yes, if you currently receive electronic statements, this will continue in the future.
Q: Will I still be able to access historical statements online?
A: Prior to March 2, 2020, we recommend that you download and store any historical data that you may want to access in the future. Some history will be available in TotalWealth after the upgrade, but we always recommend you back up any data you may want as a precaution.