JACKSONVILLE, Fla.–Two-and-a-half weeks after its online and mobile banking solutions went offline and created a tsunami of uncertainty, member complaints and local media coverage, VyStar Credit Union continues to struggle with bringing the services online, but it has made some progress.
The failure of its online and mobile banking solutions came as the credit union converted its systems to Nymbus, a CUSO in which VyStar has invested $20 million and which has offices in VyStar’s downtown Jacksonville headquarters office building.
Limited services have started to become available. The $12.3-billion VyStar Credit Union is now offering member access via their computers or mobile browser at online.vystarcu.org, but it is also cautioning that, “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. To better manage your log-in experience, we have set up a queueing system, where you can monitor your position in line. You will automatically be redirected to the log-in page when you reach the front of the queue.”
The morning of Monday, May 30, when CUToday.info visited the site, there were 323 people in the queue waiting to log in. But in the afternoon CUToday.info was able to watch one member successfully log in from a desktop computer. VyStar cautioned that a limited history of transactions was available.
Using that platform, the credit union said members are now able to:
- View account balances and recent transactions
- Schedule and pay bills
- Complete external transfers
- Send money using Zelle
Fees Being Refunded
Transfers to other VyStar accounts was not possible using the online option, and members are being directed to call and use its automated system, MagicTouch, to use its ATMs, or to visit a branch (some of which have extended hours, including opening on Sundays) or its contact center (where it has said wait times will be longer than usual).
“We continue to make regular updates. As we do, we are proceeding purposefully and closely monitoring performance with our goal to provide a consistent experience,” VyStar said in a message to members.
The credit union reminded that its mobile app remains unavailable while it focuses on rolling out the online banking system with full functionality.
As CUToday.info reported earlier, VyStar said it is “proactively” refunding fees members may have incurred at VyStar as a result of the failure of its online and mobile banking conversion, including for non-sufficient funds (NSF), overdraft and courtesy pay, credit card, wire, consumer and commercial loan late fees.”
Angry Members
As CUToday.info also reported, those assurances have not assuaged angry members, who continue to fill social media and local news media sites with complaints. One source in Jacksonville also told CUToday.info protests have taken place outside the credit union’s downtown office tower.
VyStar has apologized via two video messages, which have been posted on YouTube here and here.
VyStar also did an interview with News4Jax responding to the massive outage. The 822,000-member CU told News4Jax it had pushed back the date for the launch of its new banking platform several times and felt confident it was ready to launch but ran into “unforeseen challenges.”