Online and mobile banking: Day 6 of problems for VyStar Credit Union members

Members are running out of patience, the new online and mobile banking system was supposed to be up and running May 15

n outage of VyStar Credit Union’s web and mobile banking platforms is now in its sixth day.

JACKSONVILLE, Fla. – An outage of VyStar Credit Union’s web and mobile banking platforms is now in its 6th day. News4JAX has received numerous e-mails from people who are unable to pay their bills, or unaware if their bills have been paid.

Some say they’re really upset by the lack of direct communication from upper management at VyStar.

VyStar Credit Union’s mobile and online banking outages are costing customers like Meshawnda Smith. “I work overnight you know so a lot of times I get off and I’m tired and it’s just it’s more easy for me to just hit the button,” Smith said. “And I can see everything versus having to come out.”

VyStar Chief Member Experience Officer Joel Swanson on Thursday released a video message apologizing for the impact that the mobile and online banking outage has had on its members.

VyStar has declined our request for an interview with senior leadership. But, Thursday afternoon, members heard from leadership for the first time via video. VyStar Chief Member Experience Officer, Joel Swanson, released a video message apologizing for the impact the outage has had on its members.

Toby Garener says he was able to get his balance by calling VyStar’s Magic*Touch phone banking—but he couldn’t see which transactions had been made. “So I had to play the guessing game on which checks it cleared,” Garener said.

On Thursday, VyStar sent this out in an e-mail it’s members: To better serve you, we have extended the hours at our Contact Center, now open from 7:00 a.m. to 9:30 p.m. through Sunday, May 22. Members can connect with a representative by calling 904-777-6000 or 800-445-6289. You can also access your account information by using our automated phone service, Magic*Touch, at 904-777-6001 or 800-235-6289, through our network of ATMs or by visiting a branch near you.

VyStar said on Wednesday that there are no concerns of a cyber or ransomware attack — saying instead this began with a scheduled outage Friday to move 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.

Message regarding online banking outage on VyStarcu.org May 19, 2022 (Copyright 2022 by WJXT News4Jax - All rights reserved.)

Members are nervous not being able to see their accounts for themselves on the web or mobile app-- or finding their balances to be inaccurate when they can log in. Long lines inside branches and at ATMs mean people have waited in person to get their banking information.

VyStar still dosen’t have an answer on when the issue may be resolved.

And again, VyStar says the banking functions themselves are working—just not the system that displays them online and on the app.

Also, VyStar accounts are federally for up insured up to $250,000.


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I-TEAM and general assignment reporter