Stay or go? VyStar members have mixed feelings as online banking problems continue into week 3

Temporary outage drags on with timeline unclear

Friday marks three weeks since VyStar Credit Union rolled out its new online banking platform. And still, members are dealing with problems.

JACKSONVILLE, Fla. – Friday marks three weeks since VyStar Credit Union rolled out its new online banking platform. And still – members are dealing with problems.

There is still no timeline of when online banking will be completely fixed. Last Tuesday, VyStar’s CEO told News4JAX he expected online and mobile banking to be fully functional by this week. But as of today, online banking functions are limited, and the app doesn’t work at all.

VyStar member Gloria Lewis spoke with News4JAX on Friday when she went to the bank to transfer money and pay a bill.

“I’m sick of it,” Lewis said. “I’m sick of it. It’s aggravating. This is the second time we had to go to the bank to do that.”

According to a PR firm representing VyStar, the majority of online banking features are available, including the ability to schedule and pay bills, send money using Zelle, view account balance and recent transactions (all transactions available via statements), and complete external transfers.

Some VyStar members are looking to get a new bank.

One News4JAX insider wrote, “I am leaving tomorrow. I am absolutely terrified that I can not see my account. Enough is enough!!”

Related: Q&A: VyStar spokesperson says credit union making ‘great progress’ | As VyStar’s online & mobile banking platforms remain offline, Florida Office of Financial Regulation monitors situation

Others are waiting it out.

“I’m going to stay,” Jackie Taylor, a VyStar member, said. “I hadn’t been...discouraged. As long as I can get my money when I want it.”

Internal transfers are currently unavailable on VyStar’s website. News4JAX asked VyStar’s representatives why the system isn’t fully functional this week as previously promised.

They said: ”Nearly all of the features have been available via our Online Banking platform since May 23 and our teams are working as quickly as possible to bring the remaining features live.”

But some members say they can’t get online at all.

“I can’t get on the website,” Patrick Walker, a VyStar member, said. “I have to come in person to get any of my funds and do any transfer I have to go to the ATM.”

Through a PR firm, VyStar says it has not reverted to the old system—it is following its original plan, partnering with fintech firm Nymbus and other vendors to launch the new platform. It declined to say who the other vendors are, saying, ”Like most businesses, VyStar is subject to confidentiality restrictions with the majority of our third-party vendors, including with respect to their identities.”

We asked VyStar how many members have left because of this — it said it doesn’t have that information. News4JAX has asked for an interview with VyStar’s senior leadership for the past three days, but no one has been made available. We also reached out to the Board of Directors and are waiting to hear back.

More than 200 News4JAX Insiders weighed in on the problems -- and the responses are a mixed bag.

“I am leaving as soon as my new account is approved,” one person said.

“Giving them two weeks. If it is not fixed by then I will be leaving after 15 years,” another said.

“I’m not leaving VyStar... I’m staying with this Credit Union! One hundred percent satisfied with this organization,” someone said.

You can submit your response below.

Have you had enough? Did you leave VyStar or are you thinking about leaving? Let us know below.

About the Author:

I-TEAM and general assignment reporter