FAQs for New Customers

Why did I receive a joint welcome letter from ESL and Generations?

This letter was sent from ESL and Generations to provide high level information on the acquisition to all Generations customers.

Will ESL be sending more information in the future?

Yes. We're developing a series of robust communications to help make the conversion process as smooth as possible. Regular updates will be available as we have more information to ensure everyone is informed.

What steps do Generations customers need to take today? - Updated

Please watch for Welcome Packet information which should arrive in homes on or around January 2, 2026, and additional mailings between January 1 and February 1 with detailed information about upcoming changes to your accounts.

How do I ensure you have my correct contact information? - Updated

If you recently moved, changed your email address or phone number, we recommend updating your information in Generations online banking or visiting a Generations branch and we can update your contact information. Beginning February 2, 2026, please contact ESL at 585.336.1000, Live Chat with us on esl.org, or visit us in branch and we can update your contact information.

When will Generations accounts be converted to ESL accounts? - Updated

The account conversion is currently planned for February 1, 2026. Please watch for Welcome Packet information which should arrive in homes on or around January 2, 2026, and additional mailings between January 1 and February 1 with detailed information about upcoming changes to your accounts.

Will there be any changes to www.mygenbank.com? - New

Yes, on January 1, 2026, the website will remain available in a scaled down form. It will continue to provide essential information and access to online banking. While some content and features will no longer be available, customers will still be able to log in and manage their accounts online.

Will my account number or account names change with the account conversion?

Yes. Account names will change for all customers and account numbers will change for only a few customers. You’ll receive more information on any account changes at least 30 days in advance of the conversion.

What products and services does ESL offer and how do they differ from those offered by Generations?

For a complete list of products and services offered by ESL, please visit the Personal and Business sections on our website.

Will I need to update my Automated Clearing House (ACH) transactions such as Social Security, payroll, payments, etc.?

For the majority of customers whose account numbers are staying the same, your existing ACH payments and deposits will continue to clear through 2026. We will communicate the timeline for routing number changes closer to the end of 2026 . If you set up any new payments or deposits that require a routing number after conversion, please use ESL’s routing number (222371863). If your account numbers are changing, you will need to contact any business that uses your account information for ACH payments or deposits and provide them with your new ESL account and routing numbers. We will inform any impacted customers of any account number changes at least 30 days prior to account conversion.

Will Generations routing number change?

Yes, Generations' routing number will continue to be valid through 2026. We will communicate the timeline for routing number changes closer to the end of 2026. Please note if your account number is not changing, there is no need to update your account information immediately following conversion.

What is ESL Federal Credit Union’s routing and transit number?

ESL’s routing and transit number is 222371863.

How long will Generations customers have to update their routing & account numbers for ACH transactions?

Your existing ACH payments and deposits will continue to clear through 2026. Please note if your account number is not changing, there is no need to update your account information immediately following conversion. We will communicate the timeline for routing number changes closer to the end of 2026. If you set up any new payments or deposits that require a routing number after conversion, please use ESL’s routing number (222371863).

Will the routing numbers on check orders placed through Deluxe after February 1 be updated to the ESL routing number? - New

Yes, Generations customers who place a check order with Deluxe after February 1, 2026, will have their routing number automatically updated to reflect the ESL routing number.

If I order checks with a third-party provider, which routing number should I use? - New

Please use the ESL routing number (222371863) for any check orders after February 1, 2026.

Should I merge accounts prior to acquisition? - Updated

No, there is no action needed at this time. Please watch for Welcome Packet information which should arrive in homes on or around January 2, 2026, and additional mailings between January 1 and February 1 with detailed information about upcoming changes to your accounts.

If someone is a Generations customer and ESL member, will their Generations accounts merge into their ESL accounts? - Updated

No, ESL will not merge any Generations accounts into existing ESL accounts. All Generations customers will receive new ESL accounts at conversion based on their current Generations accounts. Customers can choose to consolidate accounts post conversion by contacting ESL. Please watch for Welcome Packet information which should arrive in homes on or around January 2, 2026, and additional mailings between January 1 and February 1 with detailed information about upcoming changes to your accounts.

Will my Generations checks still work, or do I need to order new ones?

If your account numbers are not changing, your existing checks will continue to clear through 2026. We will communicate the timeline for routing number changes closer to the end of 2026.

When will I receive my account statement from ESL? - Updated

Following the account conversion, you will receive your first ESL account statement which will include all activity from February 1, 2026 forward. That first statement will serve as reference to verify balances and other information.

How can I receive my final Generations statement?

Your final statement from Generations will include transactions posted through January 31, 2026. This statement will be mailed to you and will not be available in Generations online or mobile banking.

If I previously was enrolled in electronic statements, will I need to re-enroll with ESL? - Updated

Yes, if you are currently enrolled in electronic statements, you will need to enroll with ESL via mobile or online banking on or after February 2, 2026.

Will my beneficiaries transfer over with my account(s)?

Any previously designated beneficiaries will follow the account and continue to be in the same beneficiary role on the account when integrated with ESL’s system with no action required on your part.

Will my certificate rates change?

Your certificate rates will stay the same. All certificate products will retain their structure and term after the conversion.

Will fees change?

You will receive a copy of ESL’s fee schedule in future correspondence. While you may notice different terminology and intervals at which fees may be charged, it is our goal to be transparent in how fees are served for all products and services. In general, you’ll find that ESL’s fees are more favorable.

Does ESL support digital wallet transactions?

Yes, ESL supports Apple Pay, Google Pay, and Samsung Pay.

Apple Pay is a trademark of Apple, Inc. Google Pay is a trademark of Google LLC. Samsung Pay is a registered trademark of Samsung Electronics Co., Ltd.

Does ESL carry deposit insurance? How does it differ to the FDIC insurance I had with Generations?

Beginning January 1, 2026, deposit accounts will no longer be insured by the FDIC and will instead be insured by the NCUA up to $250,000 per account owner per account category. The NCUA is a federal agency created by the United States Congress, which administers the National Credit Union Share Insurance Fund and offers similar deposit insurance to that of the FDIC. Click here to learn more about NCUA insurance coverage.

What is a member number?

As an ESL member, you have a unique member number that identifies you and your relationship with ESL. You will receive your member number prior to the conversion.

When will I receive my member number?

We will be sending our welcome packets to all Generations customers prior to the conversion. This will include your member number and account information along with other important information relevant to the conversion.

Are deposit accounts insured at ESL like they were at Generations?

Yes. ESL is insured by the National Credit Union Share Insurance Fund (NCUSIF), which currently covers individuals up to $250,000 per account owner per account category. Please click here for more information about NCUA insurance coverage.

Will ESL continue to have coin sorters/counters at the branch?

In an effort to balance efficiency and consistent processes across our networks, ESL will discontinue availability of coin service machines in the branches. We will offer complimentary coin wrappers and accept all rolled coin.

How will Generations customers receive 2025 tax information?

For 2025 tax purposes, you’ll receive tax information from Generations, which will report all interest earned for 2025.

Does ESL charge Insufficient/Uncollected Funds fees? - New

ESL does not charge any Insufficient/Uncollected Funds Fee. Generations charges a fee of $35 dollars when there is not enough money in your account for the amount of the transaction. At ESL, when this occurs the transaction/item (check, ACH withdrawal, online bill payment) is not paid and returned to the payee. ESL will not charge a fee, however, the payee may charge a fee.

Does ESL offer overdraft protection? - New

Yes, ESL offered overdraft protections options. Please visit our Overdraft Services page for a list of available options and watch for the Welcome Packet, which will include information on which overdraft protection options will be given to you at conversion.

Will new debit cards be issued?

Yes, new ESL Visa® Debit Cards will be sent to replace your Generations debit card. You will receive your new card prior to conversion. Please continue to use your Generations debit card through the conversion weekend. On February 1, 2026, activate your new ESL Debit Card by following the activation instructions that come with your card. Be sure to destroy your Generations debit card after activating your ESL card.

Will new credit cards be issued?

If you have a Generations credit card issued by Elan, your account will not be impacted by the conversion and you can continue to use your card as you do today.

When will I receive a new ESL Visa® Debit, ATM, or HSA Card? - New

You will receive your new ESL card(s)by mid-January 2026. On or after February 1, 2026, follow the included activation instructions prior to using your new card.

When will my Generations Debit/ATM and/or HSA Cards be deactivated? - New

Generations Debit, ATM, and HSA cards will be unable to process transactions after February 1, 2026.

When can I begin using my new ESL Visa® card(s)? - New

On or after February 1, 2026, follow the included activation instructions for your ESL card(s) to begin using your new card. Be sure to destroy your Generations Bank card(s) after you activate your ESL card(s).

For those with multiple Debit/ATM Cards, how will customers know which card to use for their respective accounts? - New

Customers who receive multiple cards will be provided with a separate communication specifying which cards are linked to their new ESL accounts.

Will I have access to ATMs with my new ESL debit card?

Yes, after the conversion you may make unlimited transactions at ESL-owned ATMs with no fees. If you use your ESL debit card at a non-ESL owned ATM you will be charged a fee by ESL and potentially the owners of the ATM. You’ll receive ESL’s fee schedule, which will include this fee at least 30 days prior to the conversion.

After January 1, 2026, can I use my Generations Debit/ATM Card at the newly converted ESL ATM? - New

Yes, Generations Debit/ATM cards may be used at any ESL ATM without incurring a foreign-ATM fee. After February 1, 2026, please activate and begin using your ESL Visa® Debit or ATM card.

How do I activate my ESL Debit or ATM Card?

Activate your new ESL Debit or ATM Card by following the activation instructions that come with your card. We will provide additional information regarding your cards prior to conversion.

Will the Seneca Falls Office continue to have drive-thru service available post conversion?

The ITMs will continue to be run as ATMs post conversion, meaning they will have full ATM functionality to perform deposits, withdrawals, transfers, and balance inquiries without connecting to a live teller.

Will my loan(s) remain the same after conversion?

If you have a loan with Generations it will transfer automatically with the same terms. You will receive more information closer to the conversion.

How will the conversion affect my loan payments?

You will continue to make loan payments to Generations until the conversion is complete. After the conversion, you will make loan payments to ESL. If you currently make loan payments via direct debit or automatic payment, your direct debit or automatic payment will continue to process without any further action required on your part. If changes must be made to your loan payment, ESL will contact you directly.

Why did I receive a Notice of Servicing Transfer letter?

As part of the acquisition of substantially all of Generations’ assets, ESL is required to notify all loan customers with a mortgage or home equity that ESL will soon begin collecting payment on your accounts. This letter serves as official notice that ESL will soon be your new loan servicer, and we’ll share additional information about your loan in the coming weeks.

Will my terms change on my Generations loan?

If you have a Generations loan, it will convert automatically with the same terms.

Will I get a new account number for my Generations loan?

Account numbers will change for only a few customers. You’ll receive more information on any account changes at least 30 days in advance of the conversion.

Will my payment due date change?

No, your payment due date will remain the same after conversion.

Will automatic payments continue without action on my part?

If your monthly payment is automatically deducted from your checking/savings account, this service will continue without interruption.

If you use recurring transfers in Generations mobile or online banking to make your loan payment, you will need to set this up in ESL mobile or online banking on or after February 2, 2026.

How can I make loan payments?

• You will continue to be billed monthly. If you’re currently enrolled in online billing you will need to enroll in online statements with ESL via mobile or online banking on or after February 2, 2026. Enrolling in online statements automatically enrolls you into online billing.
• If you use recurring transfers in Generations mobile or online banking to make your loan payment, you will need to set this up in ESL mobile or online banking on or after February 2, 2026.
• On or after February 2, 2026, you can make payments via ESL Mobile and Online Banking, by mail, or at any ESL branch.
• Mail-in Payments on or after February 1, 2026.
  ESL Federal Credit Union
  P.O. Box 92827
  Rochester, NY 14692-892

Will my escrow account transfer?

If your property taxes or homeowners’ insurance are escrowed, ESL will continue to maintain your escrow.

Should I contact my homeowners’ insurance to provide them with ESL’s information? - New

Yes, if you have a Generations mortgage, home equity loan and/or home equity line of credit please contact your homeowners’ insurance company and ask that your “mortgagee” clause be updated to read: ESL Federal Credit Union its successors and/or assigns and have them reference your loan number.

Does ESL charge prepayment penalties? - New

No, if your loan previously had a prepayment penalty, this provision is waived as of January 1, 2026, and you will not be charged any fees for paying your loan off early.

When will mobile and online access be available?

Generations’ current online and mobile banking platform will be available as “read-only” for 30 days beginning on January 30, 2026. For the next 30 days, you will be able to view your Generations account information, but you will not be able to perform transactions using Generations’ online and mobile banking platform. On February 2, 2026, you will need to enroll in ESL Mobile/Online Banking. Once enrolled you will be able to use ESL Mobile and Online banking to perform transactions. More information regarding access and initial login to ESL mobile and online banking will be sent in future communications.

Will my scheduled transfers and loan payments from Generations mobile/online banking transfer upon conversion? - New

No, scheduled transfer and loan payments will need to be re-established after February 2, 2026. We strongly recommend printing or saving your scheduled transfers and loan payments from Generations mobile/online banking before conversion so you can re-establish them with ESL.

How can I make a bill payment between January 25, 2026, and February 2, 2026? - New

If you need to make a payment between January 25, 2026, and February 2, 2026, you can pay the merchant directly by writing a check, setting up an ACH payment, or by using your debit card. Also, many merchants allow you to pay them directly on their website or mobile app.

Will my Generations Bill Pay transaction and payee information transfer to ESL? - New

No, your transaction history and payee information will not transfer as part of the conversion. You’ll need to re-establish payee and payment schedules once you’ve enrolled in in ESL Online Bill Pay.

To make this setup easier, we recommend that you log into Generations Online Bill Pay before January 25, 2026, and print or download your payee list and recent payment history. Use this record as a reference when setting up your new payees and transfers with ESL.

Does ESL have a daily Bill Pay limit? - New

Yes, ESL Online Bill Pay allows payments up to $10,000 per day. We recommend reviewing any large or recurring payments to ensure they fall within this limit after conversion.

Will the conversion impact how I use Zelle® and/or External Account Transfer for external payments and transfers? - New

Beginning January 1, 2026, the following transfers and payments limits will be in effect:

• External Account Transfers daily limit will change to a $2,000.
• External Account Transfers monthly limit will change to $15,000.

Generations Zelle® and External Account Transfer will be unavailable beginning January 30, 2026.

• We encourage you to schedule any necessary transfers and payments before January 30, 2026 or wait until February 2, 2026 when you can enroll in ESL mobile and online banking.
• Any payments and transfers scheduled to take place on or before January 30, 2026 will be processed.
• You’ll be able to schedule new payments and transfers with ESL beginning February 2, 2026.
• If you need to make a payment between January 30, 2026, and February 2, 2026, you can write a check or initiate the payment or transfer with the receiving institution or individual.
• On or after February 2, 2026, you’ll need to enroll in ESL Zelle® and External Account Transfer.
• Transaction history and payee information will not transfer as part of the conversion.
• You’ll need to re-establish your payee and payment schedules once you’ve enrolled in ESL Zelle® and TransferNow.
• To make setup easier, we recommend that you log into Generations Zelle® and External Account Transfer service before January 30, 2026, and print or download your payee list and recent payment history. Use this record as reference when setting up your new payees and transfers with ESL.

Why did ESL choose to acquire Generations?

ESL and Generations have been committed to serving the needs of their respective communities for more than 100 years. Generations was founded in 1870 and is known for their connection to community. The founding of ESL dates back to 1920 by business leader and philanthropist, George Eastman. We look forward to continuing our commitment of delivering superior experiences to our newest customers.

What's the difference between a bank and a credit union?

While banks and credit unions offer many of the same products and services, the core differences are aligned with their business and ownership structure. Credit unions are not-for-profit, member-owned organizations, whereas banks are for-profit, shareholder-owned businesses. Credit unions are regulated by the National Credit Union Administration (NCUA).

What are ESL’s hours?

To learn more about ESL branch and Contact Center hours, please visit our Customer Service page.

Effective Monday, February 2, your branch and contact center hours will change as follows:

Branch Hours

• Monday, Thursday, and Friday: 9 a.m. – 5 p.m.
• Tuesday and Wednesday: 9 a.m. – 4 p.m.
• Saturday: 9 a.m. – 1 p.m.

Contact Center Hours

• Monday – Friday: 7 a.m. – 7 p.m.
• Saturday: 8:30 a.m. – 2 p.m.

Also effective January 2, 2026, the Auburn - Osborne Street drive-up location will close. You can use the Auburn – N. Seward Ave branch, located 1.4 miles from the Osborne Street location, for your banking needs.

What are the hours for recently converted ESL branches? - New

To view more about the hours for recently converted ESL branches, please visit Generations’ locations website. These hours are effective until January 30. Please note, branch hours vary by location and may have separate hours for lobby and drive-up services.

Effective Monday, February 2, all branch and contact center hours will be as follows:

Branch Hours

• Monday, Thursday, and Friday: 9 a.m. – 5 p.m.
• Tuesday and Wednesday: 9 a.m. – 4 p.m.
• Saturday: 9 a.m. – 1 p.m.

Contact Center Hours

• Monday – Friday: 7 a.m. – 7 p.m.
• Saturday: 8:30 a.m. – 2 p.m.

Who can join ESL?

ESL offers many ways to qualify for membership, including but not limited to:

Living in these NYS counties (Allegany, Cattaraugus, Cayuga, Chemung, Cortland, Erie, Genesee, Livingston, Monroe, Niagara, Onondaga, Ontario, Orleans, Oswego, Schuyler, Seneca, Steuben, Tompkins, Wayne, Wyoming, or Yates) AND:

• Have a family member or member of your household who’s already an ESL member
• Live, work, worship, or attend school in the geographic boundaries of the City of Rochester
• Are an employee or retiree of one of these great companies
• Are a member of one of these groups and associations; or
• Are a member, employee, retiree, or volunteer at the George Eastman Museum.

And once you become a member, your immediate family automatically becomes eligible for membership, too.

How can I connect with ESL?

To connect with ESL, call us directly at 585.336.1000 or 800.848.2265. Our TTY Line is 585.336.1399 or 800.243.6722.

We also encourage you to follow us on social media:
Facebook: @ESLFCU
LinkedIn: ESL Federal Credit Union
X: @eslfcu
Instagram: @eslfcu
YouTube: @eslfcu

How can I learn more about ESL?

We encourage you to review the ESL in the Community Report showcasing a comprehensive overview with how ESL interacts with our customers, employees, partners, and community.

Does ESL offer account access by phone or chat?

Yes, ESL offers telephone banking and Live Chat services. Agents are available via phone Monday-Friday from 7 a.m. – 7 p.m., and Saturday 8:30 a.m. – 2 p.m. Agents are available via Live Chat Monday-Friday, 7 a.m. – 10 p.m. and Saturday 8:30 a.m. – 2 p.m. Service is accessible when calling our toll-free number 800.848.2265.

What is the ESL Owners' Dividend, and will I be eligible as a new customer?

As part of the ESL mission, we pledge to share our financial success with our members. Each year that ESL earns more than necessary to keep us strong and healthy, we return a portion of our earnings to members via our Owners' Dividend in the form of a cash dividend. You must be an active ESL member in good standing on December 31 and at the time of payout to be eligible for an Owners' Dividend payout. You also cannot be 60 days or more delinquent on any loans owned or serviced by ESL as of December 31. Lastly, you cannot be overdrawn on any ESL checking, savings, or IRA account for 30 days or more. Payment of a Dividend is not guaranteed. Qualification for the Owners’ Dividend is subject to eligibility requirements.