News4JAX keeps hearing from VyStar members who are frustrated, fed up and tired of waiting on issues with their new online and mobile banking platform to be resolved. VyStar branches closed Monday for Memorial Day, but the credit unions’ ATMs were open.
On the VyStar website, log-in times are not hindered by long waiting times as they were last week, but as the first of the month approaches, some VyStar members are concerned about what they say is subpar online banking.
“I can’t even transfer money on my phone from you know savings to checking,” VyStar member Lisa Bousquet said.
Bill Armstrong told News4JAX, “I can’t look at all my checking account transactions, I can look at about five of them.”
Last Tuesday, VyStar CEO Brian Wolfburg told News4JAX he expected the credit union’s online banking system to be fully functional by this week.
But VyStar members tell us that hasn’t happened.
News4JAX asked VyStar member Bousquet, “Have you been able to get logged on at all?” Their answer, “Barely, like maybe once out of ten times of trying and then it shuts down in the middle.”
“It’s not fully functional,” Armstrong said. “And it just kind of a black and white screen. I don’t know if that’s the new look. But if it is, it’s, it’s it’s definitely worse than it was before.”
A public relations firm representing VyStar declined to answer our question about why a backup system was not immediately implemented when the new platform did not work as anticipated. According to Nymbus’ website, VyStar invested $20 million in Nymbus in April of 2021. In July of 2021, VyStar chose Nymbus to be their partner for its new online banking platform. News4JAX asked the PR firm representing VyStar if VyStar conducted an independent process to pick Nymbus without a discussion of having previously investing in Nymbus, but we did not receive a response.
VyStar’s chief member experience officer Joel Swanson previously told News4JAX that Nymbus implemented a similar system for a $50 billion bank. News4JAX could not find evidence of such a deal. We asked both VyStar and Nymbus what that bank is, but they did not answer the question.
“The fact that they launched this thing is just unbelievable,” Armstrong told us. “And I certainly wonder where the accountability is.”
Again, VyStar’s branches and contact center closed Memorial Day, but they say members can view their balances and make transfers 24/7 using Magic*Touch phone banking.
To access your funds & make transfers 24/7 using, Magic*Touch call 904-777-6000 or 800-445-6289, and select Option 0.