VyStar Credit Union says teams working ‘around the clock’ to fix online banking issues

‘We want our members to be assured that their balance and transaction information is safe and accurate,’ spokesperson says

Customers at VyStar Credit Union are continuing to have issues accessing mobile and online banking.

JACKSONVILLE, Fla. – Customers at VyStar Credit Union are continuing to have issues accessing mobile and online banking.

Viewers have been reaching out to News4JAX -- frustrated by the problems.

It all began Friday with a scheduled outage to move to a new online and mobile platform, and the company said Tuesday that it was still addressing issues with the transition. A VyStar spokesperson also told News4JAX that teams are working “around the clock” to get this fixed and that they have enlisted third-party experts to help.

VyStar member Lucinda Jones says she’s banked at VyStar for decades.

“Have never disqualified me from getting what I need,” she said.

But she says, for four days, the Vystar app hasn’t been working for her.

“Couldn’t get on it. Can’t get on it,” she said.

But she says she’s not too worried.

In the meantime, some customers have told News4JAX that they haven’t been able to see what’s in their bank accounts online.

For VyStar member Gabe Garcia, the outage has been frustrating.

“So I just wanted my account balance and I went online to their app, then they said I had to download a new app, so I downloaded the new app, told me all my information was wrong, so I went to their website and their website said that they were experiencing technical difficulties, so I called the 800 number and the 800 number said that it was going to be over a 25-minute wait to talk to somebody and all they could do was apologize,” explained Garcia. “Mobile banking and online banking is just, like, it’s a necessity in today’s day and age, so it’s very frustrating.”

On the Apple and Android app store, VyStar’s app has poor reviews, with one member writing, “Literally it’s been three days and still can’t see my money on my app.”

News4JAX asked VyStar when the issue might be resolved, and the spokesperson said they’re working as quickly as possible and will provide an update as soon as they have more information.

A News4JAX insider commented they were surprised to find $5,000 missing from their account and no transactions recorded after January.

The spokesperson with VyStar said, “There have been some reports that loan balances and some transactions are not showing up online for some members. We want our members to be assured that their balance and transaction information is safe and accurate.”

The spokesperson also said that all scheduled payments are being paid as planned and that there is no reason to believe funds or personal information have been compromised.

VyStar says it will refund overdraft fees and loan late fees from Saturday through Tuesday. For late fees that occurred outside that period, members are asked to call VyStar’s Contact Center at 904-777-6000 or 800-445-6289.

The credit union says anyone who needs to get their balance can visit a VyStar branch or ATM. Customers can also use Magic*Touch by dialing 904-777-6000 or 800-445-6289 and selecting “Option 0.” VyStar notes that You will need your Member ID to use this feature.

VyStar Credit Union reports it serves more than 800,000 members with more than $12 billion in assets.

The following message was sent Tuesday afternoon to members:

On behalf of our team at VyStar Credit Union, we sincerely apologize for the challenges and delays that are impacting our new Online & Mobile Banking experience. Our members are at the heart of everything we do, and regretfully we have yet to deliver an experience that serves you best. We continue to work around the clock to resolve all remaining issues as quickly as possible and are committed to working in the future to regain your trust.

For more than a year, we have partnered with leading experts and technology partners to develop our new Online & Mobile Banking system. Our new system is being implemented as the previous system was no longer supported by our vendor, and a change was necessary to provide long-term stability for our members. Despite following industry best practices for this launch and doing thorough testing, we have not yet been able to deliver the experience we expect and that our members deserve. We understand the frustration this has caused, and we will not stop until every issue has been resolved to provide you with an outstanding banking experience.

In the meantime, please know that we will proactively refund fees you may have incurred at VyStar, including for Non-Sufficient Funds (NSF), Overdraft and Courtesy Pay, Consumer and Commercial Loan late fees starting on May 14 through May 17. For credit card late fees that occurred during this period, please call the Contact Center for assistance. We will continue to monitor and may extend the fee waiver period if needed.

As of Tuesday afternoon (May 17), our Online Banking is only working sporadically and our mobile app is not working. We will continue to provide updates on the status of Online & Mobile Banking via messaging at the top of our website at vystarcu.org.

You can be rest assured your balances and transactions are safe, secure and accurate on our core systems. You will be able to access this correct information through Magic*Touch, ATMs, our branches and our Contact Center at 904-777-6000 or 800-445-6289 is available every day, from 7:00 a.m. to 7:00 p.m.

If you have contacted VyStar for assistance, I hope you have found our employees to be accessible and attentive to your requests, whether that be in person, on VyChat or through our social media channels. Progress is impossible without change, and the growth of our credit union would be impossible without our employees and you, our valued members.

Once again, we truly apologize for any inconvenience caused by this outage. As we work toward restoring our Online & Mobile Banking system, please know that we are committed to making things right and ensuring your future experiences are what you have come to expect as a valued VyStar member.

Thank you for your patience and understanding,

Brian Wolfburg and VyStar’s Senior Leadership Team

About the Author:

I-TEAM and general assignment reporter