• Thu. Dec 1st, 2022

Latest VyStar issues almost 2 weeks after online and mobile banking outage

ByCindy J. Daddario

May 26, 2022

JACKSONVILLE, Florida – It’s been almost two weeks since VyStar started experiencing issues with online banking.

The system went down on May 13 for a planned conversion to a new platform – the bank says all funds are secure.

Earlier this week, some members were able to access their accounts after waiting in virtual queues of over 10,000 members.

Alison Rockwell says that, like many people, her family lives hand to mouth, especially as inflation drives up basic costs.

“So we need to know what’s going on, you know, what’s happened and what’s pending,” Rockwell said. “If we can afford to put gas in our car, buy groceries.”

But she says it’s almost impossible to see her money on VyStar online: “I got online. And I was 74,584 years old.

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Rockwell said around 5:15 a.m. Thursday morning there was a line of less than a thousand on the website, but then, “it redirected me, and then just sat there and this swirling ball of waiting, d ‘waiting, waiting,'” Rockwell said. “And I was never able to log in this morning.”

She said she checked her balance using ATMs, but cannot see her transactions, only the balance.

News4JAX previously reported that VyStar was using local banking technology company Nymbus to launch the new platform – selecting it as its digital banking partner months after investing $20 million in the company.

As the system lags behind, Adam Lee says he came to the ATM to do his business during his lunch break rather than waiting in a queue of 21,000 people.

“I feel like they need their money back,” Lee said.

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VyStar CEO Brian Wolfburg told News4JAX on Tuesday that they had been working on the design of the new program for the past two years – and despite testing, when the program went live, he quoted – ” took a higher load or computer usage than we had anticipated because more people came in at the same time.

“We allow, you know, 200 registrations every minute,” Wolfburg said. “And we have about 1,000 to 1,500 members in the program at any given time.”

VyStar serves more than 800,000 members, according to its website, which means that as of Tuesday, well under one percent of customers could access their accounts at any time.

“It’s ridiculous,” said VyStar member Paul Fejfar. “I just think it’s ridiculous, you know, because it’s supposed to be one of the biggest banks out there, so I don’t understand how something like that could happen.”

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Fejfar said he still couldn’t access the website on Thursday.

On Tuesday, Wolfburg said it would relax login restrictions to allow more than 200 members to log in per minute.

Wolfburg said it expects VyStar to have fully functional online and mobile banking by next week.

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