VyStar Credit Union digital banking platforms offline for a week

Diving brief:

  • A week-long outage of online and mobile banking at VyStar Credit Union has prevented members from checking their account balances and is interfering with their ability to make payments, News4Jax reported Thursday.
  • The Jacksonville, Fla.-based credit union initially notified customers that digital banking services would be unavailable May 13-15 as the organization rolled out a new online and mobile banking system.
  • The outage lasted longer than expected and, according to the credit union’s website, some members’ online transfers made since May 15 have been temporarily delayed. VyStar is now reporting that transactions are being processed successfully, although customers cannot access mobile and digital platforms.

Overview of the dive:

“Vystar’s new online and mobile banking platform, which aims to provide you with an enhanced banking experience, is currently offline,” said Joe Swanson, Director of Member Experience. a YouTube video the credit union released Thursday. “Our entire team is working tirelessly to ensure the proper functioning of our new online and banking platform. We engaged all available resources and enlisted the help of several third-party experts.

A banner on the VyStar website informed customers that online transfers made after May 15 were delayed, News4Jax reported, although this post has since been deleted.

The outlet said it had received messages from many credit union members who were unable to pay their bills or unsure if their payments had been processed.

A member described being forced to pay overdraft fees because the Vystar outage caused delays in transferring money between VyStar and another financial institution, News4Jax reported on Friday.

“I can confidently say that our central banking system, which serves as the primary system of record for all member transactions and balances, is fully operational and member account information is completely secure,” said Swanson said in the video message Thursday. “Direct deposits and other transactions are successfully processed as expected in member accounts.”

The credit union is focusing on bringing the online platform online first, before moving on to the mobile app, according to Swanson.

He added that the organization was waiving fees for members as the outage persists.

VyStar declined to comment on the outage when contacted by Banking Dive via email.

VyStar has extended the hours of its contact center by two and a half hours, now open from 7 a.m. to 9:30 p.m. until Sunday, the credit union announced on Twitter on Thursday.

VyStar has over 825,000 members and 2,000 employees, and oversees over $12 billion in assets. The organization has 63 full-service branches, 18 high school branches and 235 VyStar ATMs in Florida and Georgia, according to its website.

In recent years, VyStar Credit Union has sought to expand its business footprint by acquiring community banks. The credit union purchased Citizens State Bank, based in Perry, Florida, with $280 million in assets, in August 2019, and announced plans to acquire Heritage Southeast Bank, based in Jonesboro, Georgia. , with $1.5 billion in assets as of March 2021.

However, this deal has been repeatedly delayed and the acquisition schedule was recently extended to June 30.