PLYMOUTH, Minn.–Technology glitches resulting from the integration of two merging credit unions’ systems here have received some local press coverage.
The combination of systems between TruStone Financial Federal Credit Union and Firefly Credit Union over the weekend led to multiple social media posts from members complaining of problems, according to the Minneapolis St. Paul Business Journal.
Among the complaints made were problems with transactions not posting for days, debit cards failing to work, trouble activating cards and the 1-800 member service number being busy, the publication said.
The $3.5-billion TruStone Financial, which is the surviving CU, stated on Facebook on Feb. 27 that digital banking would be offline the following Saturday night to Monday.
But the issues appear to be taking longer to resolve than expected; for the past few days the credit union's social media posts have been “largely reactions to irate or frustrated members,” the publication reported.
The Business Journal said it had not been able to reach TruStone for comment.
One Member’s Story
Karena Paulson, who was a member of the $1.5-billion Firefly, told the Business Journal she still couldn't use TruStone's mobile app as of Wednesday afternoon and the member service line rang, unanswered, until it disconnected.
"My take is if you're a big business doing a merge, you better have your ducks in a row before the merge and know how to transition without all the flaws," she told the publication. "It's been a nightmare to say the least."
Debra Wirth Wolfe told the Business Journal TruStone couldn't even find her account.
"If it were possible I would be switching banks today," she said in a Facebook post. "But TruStone cannot even find my account so I can't even close it."