JACKSONVILLE, Fla.–With its online and home banking systems still offline for a week and a half, VyStar Credit Union announced at mid-day on Tuesday that members could access their accounts via their computers or mobile browsers.
But the credit union cautioned, “Due to high demand, you may experience a delay logging in as we roll out the platform over the coming days. Please stay in queue to log in.”
The progress was announced as members continued to fill social media with complaints and VyStar announced extended branch and call center hours.
State and federal regulators said they are “monitoring” the ongoing situation. The solutions have been down since May 24 during a conversion to Nymbus, its new provider and a CUSO in which VyStar has invested $20 million.
“Our teams are working as quickly as we can to resolve issues,” the $12.3-billion VyStar continued to state on its website. “Rest assured, your accounts, balances and transactions are safe, secure and accurate on our core systems.”
In addition to the updated access announcement above, the credit union was also urging members to access it via its Magic*Touch system, its ATMs as well as branches and its contact center as the outage continues at the week-and-a-half mark.
What Members are Saying
News4JAX said it polled its readers over whether they are sticking with the credit union amid the woes, reporting hundreds of people responded. Among the responses reported by the news outlet:
- “After 32 years, I opened an account with another CU. I will be leaving VyStar once all transactions clear. This was handled so poorly that I have lost trust in VyStar.”
- “I will not leave Vystar because the online computer system problem. The problem will be resolved in a week or so. VyStar is a great credit union that I can trust to treat me fairly.”
- “I have been thinking about leaving VyStar. I have been with them for over 20 years and would hate to leave them but this is ridiculous and out of control.”
Regulators Respond
News4JAX reported that some members have been urging others to start lodging complaints with the Office of Financial Regulation and NCUA. The Florida Office of Financial Regulation told the news outlet, “The OFR is monitoring the situation as the credit union continues to work through the matter and work with its members.”
VyStar CU has declined to say when the problem will be resolved and service restored.
Refunding Fees
As CUToday.info reported earlier, VyStar said it is refunding fees that may have happened as a result of the issues.
“We will continue to monitor and may extend the fee waiver period, if needed,” CEO Brian Wolfburg and the credit union said in a statement. “…We are working diligently to get online access up as soon as possible. We recognize this is not the experience you have come to expect from us. We are committed to making things right and ensuring future experiences are what we and our members have come to expect from VyStar.”
Wolfburg was on vacation at the time of the conversion and has returned to the credit union after the system crash.