VyStar Credit Union on Monday went into its second week with an unavailable online and mobile banking platform.
VyStar began a scheduled outage to convert to a new system May 13 but ran into problems, said a VyStar spokesperson. The outage was supposed to last about two days but entered its 11th day of being unavailable on Tuesday.
VyStar denied the possibility of the outage being the result of a cyber attack, though some customers expressed concern and frustration over what’s going on.
“All funds and personal data remain safe and secure in our core system,” VyStar reiterated.
Previously: VyStar Credit Union mobile, online banking services down as company works on issues
‘Not the result of a cyber attack’:VyStar denies cyber attack theories as customers react on social media to ongoing outage
The outages were caused by “several issues during the conversion process,” and VyStar took the online and mobile banking platform offline “to investigate and find a resolution as quickly as possible.”
Still, many customers on social media have said they will no longer be VyStar customers when the mobile and online banking platform goes back up.
The core system used in branches, the contact center and for all cards, ATMs, checking accounts, direct deposits and other key functions continue to operate as normal, VyStar said.
“We are truly sorry, and we are committed to supporting members who may have experienced any late fees at VyStar because of the issues with our platform conversion,” said a VyStar spokesperson.
An interview request with CEO Brian Wolfburg was not granted in time for publication.
VyStar opened select branch locations on Sunday to aid in answering customers’ questions. VyStar also said it will be refunding fees incurred as a result of the platform being down, including those for insufficient funds, overdrafts and late fees, starting May 14 through May 20. This fee-waive period may be extended.
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How do I bank right now?
Bill payments scheduled before May 8 are being processed as normal, but Bill Pay has been unavailable since May 8 in preparation for the conversion. VyStar said it encourages people to check their accounts for their latest transactions and balances.
Members who typically receive paper checks and deposit them online can visit an ATM or a VyStar branch to deposit checks while the outage continues.
VyStar said telephone wait times are somewhat longer than normal, but additional support team members have been brought in to help. VyStar customers can access their information by:
- Using Magic*Touch 904-777-6001 or 800-235-6289
- By visiting VyStar ATMs and branches
- Calling the contact center at 904-777-6000 or 800-445-6289, available every day, from 6 a.m. to 9:30 p.m. May 24 and 25
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