JACKSONVILLE, Fla.–VyStar Credit Union, whose online and mobile banking solutions have been offline for three weeks, is reporting “several-hundred thousand” members have now been able to log in to its online banking platform via a browser.
“Since our last update, we have had several hundred thousand members log in successfully to our online banking system,” the $12.3-billion VyStar CU said in a message to members. “Additionally, members are experiencing decreased wait times while logging in, and we expect this to further improve in the coming days.”
VyStar has more than 822,000 members.
The wait times had at one time involved thousands of members in the queue seeking online access, according to data on the CU’s log-in page. When CUToday.info visited the page on Memorial Day, there were 321 people in the queue. But when the site was visited again on June 1, there were 4,524 members queued up.
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.
As CUToday.info reported, the failure of the online and mobile banking solutions has created a tsunami of uncertainty, member complaints and local media coverage.
Limited Functionality
At present, when members are able to log in they are able to:
- View account balance and recent transactions
- Schedule and pay bills
- Complete external transfers
- Send money using Zelle
- And so much more
“At the present time, our teams are working to enable specific areas of functionality that are currently unavailable online, including making internal transfers, viewing complete transaction history and using our mobile app,” VyStar told members in its email.
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).
Apologies Offered
“We recognize how important our online & mobile banking platform is to our members and understand your frustration,” the credit union said. “This is not the experience you have come to expect from VyStar, and it is not the experience we want to provide. Our entire organization is committed to delivering reliable online and mobile banking service and appreciate the trust you’ve placed in us.”
VyStar’s chief member experience officer, Joel Swanson, has also apologized on behalf of the credit union via two video messages, which have been posted on YouTube here and here.
Has Everyone But You Heard the News?
Don’t forget to check your Spam/Junk email folder if you haven’t been receiving your free, popular and daily CUToday.info news headlines.
And if you haven’t yet signed up for the new email solution on which CUToday.info has partnered with ResponseGenius, you can do so here. Signing up requires less than one minute of your time.
CUToday.info has received very positive response from readers following the move to an improved provider of the daily headlines, but many also noted they did need to go to their Spam/Junk folder and mark it as safe.
The new email solution has not only improved every reader’s delivery experience, but it also features a fresh, new format that is easy to read, especially on mobile devices.
Please note and/or make your IT department or email administrator aware the emails will be coming from the domains CUTodayinfo.com and CUTodayinfoReply.com.