VyStar’s mobile banking services were originally scheduled to be available May 13-15. It’s been 10 days now.
JACKSONVILLE, Fla. — The video attached to this story is from an earlier related report, Friday, May 20.
VyStar Credit Union customers have been experiencing 10-day outages since Monday.
The credit union’s website and mobile app have been down since May 13, with the website working intermittently for the first four days before shutting down altogether.
Currently, VyStar customers can access their funds at ATMs, n-person, or by phone at 904-777-6000 or 800-445-6289.
Customers can also connect with VyStar representatives on Facebook or on vystarcu.org/contact us.
Although viewers have reported ATM malfunctions at First Coast News, VyStar said all ATMs are currently operational. You can find an ATM near you by click here.
Here is a timeline of the outage so far:
The problems began on May 13, when VyStar sent a notice to customers notifying them of a planned outage as the credit union converted to a new “online and mobile experience.”
The notice said the outage would begin at 10 p.m. and end two days later on Sunday, May 15.
VyStar posted on Facebook at 8:36 p.m. Sunday that the new app was available but not working.
Early Monday morning, when VyStar had promised services would resume, the app was still not working.
Users reported that they were able to log into the website for a few hours early Monday. VyStar reported at 8 a.m. that there were still “problems” with online and mobile banking and that teams were looking into the issues.
At 7:42 p.m. Monday, VyStar posted a message telling users that they could log into their website and use mobile banking, but the app was not working.
The website was still working, albeit with speed issues, Tuesday morning. However, at 11:26 a.m. VyStar notified users that the website was down, writing “our teams are working as quickly as possible to resolve the issues.”
VyStar’s mobile banking services were still unavailable Wednesday afternoon.
At that time, the credit union informed users that customers would have insufficient funds fees, overdraft fees, courtesy fees, and consumer and business loan fees waived as the issues continued.
VyStar sent out a statement on Wednesday to assure members that the issues with mobile banking are not due to a cybersecurity risk.
The VyStar Credit Union team continues to work around the clock to resolve issues related to the conversion to our new online and mobile banking platform.. We have taken the platform offline to resolve these issues. Members can conduct business at our branches, by calling the Contact Center, using Magic*Touch, and all cards, ATMs, checking accounts, direct deposits, and other basic functions continue to function and are fully functional.
We want to assure our members that all funds and personal data remain safe, secure and accurate in our central system.. This outage is not due to ransomware or a cyberattack.
We will provide updates to our members and on vystarcu.org as they become available.
First Coast News spoke with Joel Swanson, Director of Member Experience at VyStar.
“This is definitely not a cyberattack or ransomware. We have an internal information service that was able to confirm this and we have engaged leading third-party experts during this time just to provide additional resources and can confirm that there is no cyberattack or hack going on,” Swanson said.
Swanson also told First Coast News that its CEO, Brian Wolfburg, was on a pre-planned family trip before the problems started and was now on his way back to Jacksonville.
“As soon as these issues arose, he started engaging immediately and was fully engaged throughout this process.”
As the outages officially lasted a week longer than originally planned, VyStar has added an FAQ page to its website. The page didn’t offer much new information, reiterating that fees would be waived and refunded and that direct deposits shouldn’t be affected.
VyStar opened some locations for special hours on Sunday as mobile banking outages continued.
VyStar still hasn’t given an expected date for when its services will be back online and hasn’t announced whether Wolfburg is back or not.