JACKSONVILLE, Fla.–In a letter sent to members of VyStar Credit Union, its board of directors said it “sincerely” apologizes for the problems plaguing its online and mobile banking solutions, which are now in their third week.
As CUToday.info has been reporting, the $12.3-billion credit union’s online and mobile banking solutions went offline during a conversion to a new system from Nymbus, a CUSO in which VyStar has invested $20 million and which has offices in VyStar’s downtown Jacksonville headquarters office building.
Services using browser access have been partially restored, but members must still wait in a queue. At the time of this reporting the VyStar CU log-in page said the user was number 6,393 in line. The outage has led to a thousands of member complaints in social media and local media coverage.
“We have heard from many of you and, as VyStar members ourselves, we acknowledge, appreciate and share your concerns and frustration,” the board wrote in the letter to members. “Each of us cares deeply about this credit union, which has proudly served its members since 1952. We serve as volunteer board members because we believe in VyStar’s purpose, and we know our members should have the best service available. We are fully committed to this purpose and will continue to pursue it as we move forward.”
‘Actively Engaged’
The board said that throughout the implementation process it has been actively engaged and receiving regular updates from VyStar’s senior leadership team. In its statement, the board further said it has also been “asking questions and offering encouragement and suggestions regarding what needs to be done to complete the rollout and provide service to our members in the interim.”
The Board added it continue to monitor and assess the current situation and intends to evaluate actions to be taken to avoid similar instances in the future.
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