SANDY, Utah—Mountain America Credit Union is working to resolve ongoing member access issues following a major system update that disrupted some debit card transactions, account visibility and digital banking services, according to reports from ABC4.
Mountain America said the problems began during a scheduled system conversion over the weekend, when some members experienced intermittent issues with debit and ATM card transactions. The credit union said its teams worked overnight to restore services and later acknowledged continued concerns involving activity alerts and account visibility, particularly for some joint-account holders, ABC4 reported.
The credit union also warned that connections to third-party cash applications such as Apple Cash, Venmo, Zelle and PayPal would be unavailable during portions of the update because of disruptions to automated fund transfers.
ABC4 highlighted the experience of member Michael Finger, who said he logged into online banking after the conversion and was unable to access his account information. Finger told the station that while branch employees were eventually able to locate his account, he still lacked online access and was frustrated by what he described as limited communication regarding the cause of the issues and the timeline for resolution.
Mountain America issued the following statement regarding the matter:
"Mountain America Credit Union completed a major core and digital banking platform conversion over the weekend and into Monday, representing a significant investment in technology, security, and the future scalability of our organization. The conversion followed months of planning, testing, operational readiness efforts, and proactive member communications. As with any technology conversion of this scale, some service disruptions will occur during the transition period. With more than 1.4 million members across the country relying on Mountain America services, we realize how important that responsibility is, so our teams have been closely monitoring the rollout and addressing issues as they arise.
"Members were informed that if they have shared digital banking credentials, they may find that anyone using those credentials can view accounts associated with that member profile. We encourage members who have shared login information or who maintain joint account relationships to review their credentials and update usernames and passwords as appropriate."
System updates this comprehensive result in some post-implementation issues and service disruptions can occur as systems stabilize and integrations are optimized. We are aware that some members have experienced intermittent issues accessing account information through online banking and our mobile app, and we understand the frustration this can create.
"We are also aware of recent media reports highlighting individual member experiences related to the conversion. Those reports have not accurately reflected the full context of the account relationships, digital banking changes, or member-specific circumstances involved. While in some cases, members are finding they have visibility into accounts on which they are still connected due to their SSN or TIN but may have been unaware or forgotten. There have been no cases in which members have been given access to another member’s account information or any accounts on which they are not connected through their SSN or TIN.
"Throughout the process, our focus remains on our members, including transparent communication, secure access to their accounts, and confidence in the protection of their funds and personal information. We appreciate our members' patience as we continue to focus on delivering the enhanced capabilities it was designed to support."