LONGVIEW, Wash.–Glitches and other issues during an upgrade of its online banking and credit/debit systems have led Red Canoe Credit Union to offer assistance to any members where payment errors led to fees being assessed.
Red Canoe CU experienced issues for nearly a week in both systems, but is now reporting most of the problems have been addressed, according to the statement released by Red Canoe.
The $760-million credit union said it was able to first fix problems in its debit card processing, but that members were still experiencing issues with online and mobile banking solutions not accurately reflecting correct balances.
Red Canoe said it has upgraded its credit and debit card system to improve payment processing, services, and reduce fraud risk, according to a press release. It did notify members ahead of time that some transactions would not post immediately and balances would not update during the delay, the release noted.
“However, the credit union’s card processor did encounter an unexpected error that had to be addressed before they could move forward,” according to the released statement. “This caused some unexpected transaction denials.”
Declined Transactions
The Longview Daily News reported that some members had been reporting declined transactions when shopping online, using ATMs and paying bills, and that they also couldn’t access online and mobile banking. It quoted one member as saying she could not pay numerous bills as a result.
In its statement, Red Canoe said its teams were working “round-the-clock” to finish the upgrades. It added that no fees related to the process will be charged and that it would work with members charged service fees by other billers “to make it right.”
“We can’t tell you how sorry we are that this has caused so many of you stress, frustration, and even embarrassment,” CEO Dave Spaulding said in the statement. “We know you trust us with your finances, and we wish we could make this process easier for you. We are doing everything we can we can to complete the upgrade, and to be certain that when it’s complete there aren’t any additional surprises.”