JACKSONVILLE, Florida. – An outage of VyStar Credit Union’s web and mobile banking platforms is now in its 6th day. News4JAX has received many emails from people unable to pay their bills or unsure if their bills have been paid. Some say they are really upset with the lack of direct communication from VyStar’s senior management.
VyStar Credit Union’s online and mobile banking outages are costing customers like Meshawnda Smith dearly. “I work nights, you know, so a lot of times I come downstairs and I’m tired and it’s just easier for me to push the button,” Smith said. “And I can see everything rather than having to go outside.”
VyStar declined our request for an interview with senior management. But, on Thursday afternoon, members heard from the leaders for the first time via video. VyStar Director of Member Experience, Joel Swanson, posted a video message apologizing for the impact the outage has had on his members.
Toby Garener says he was able to get his balance by calling VyStar’s Magic*Touch telephone banking, but he couldn’t see what transactions had been made. “So I had to play the guessing game about cleared checks,” Garener said.
The Magic*Touch number is 904-777-6001 or 800-235-6289.
VyStar said on Wednesday there were no concerns about a cyberattack or ransomware attack – saying it instead started with a scheduled outage on Friday to switch to a new platform and for many that outage is ongoing .
A banner on VyStar’s website says “rest assured your accounts, balances and transactions are safe, secure and accurate on core systems,” but it also says online transfers since May 15 are delayed.
Members are nervous about not being able to see their accounts for themselves on the web or mobile app – or finding their balances inaccurate when they can log in. Long queues inside branches and at ATMs meant people waited in person to get their banking information.
VyStar still does not have an answer on when the problem can be fixed.
And again, VyStar claims that the banking functions themselves work, but not the system that displays them online and on the app.
Additionally, VyStar accounts are federally insured up to $250,000.
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