JACKSONVILLE, Fla. — Some Vystar Credit Union customers still can’t access banking information.
An out-of-state customer tells First Coast News she waited hours to log into her online account, but still couldn't get in.
“This can’t continue through the month, it just can’t," Noel Williams, a customer since 1984, said.
The problems come after a planned outage in mid-May lasted longer than the credit union anticipated as it worked to unveil a new website and mobile app.
On Friday, a Vystar representative said online banking has returned for customers while the mobile app is still offline.
An online waiting room to log into the online banking had over 4,000 customers in line Tuesday morning. After nine minutes of waiting, instead of a log-in screen, a message appeared saying systems were loading.
Williams says she faced a similar message.
“It just would spin in the middle of the screen, and then at the top, it would say page not found.”
Williams said she went to an ATM, deposited two checks, and tried to check her account. When she requested the savings balance, the receipt said, "Account Not Found".
That’s when she decided to start a virtual chat with a representative, but after two hours of trying...
“Eventually, that browser that I was talking to her in timed out so I lost contact and my frustration level was very high," Williams said.
Living out of state, there is no bank location Williams can go to.
We reached out to Vystar for an update on the outage, they were unable to provide one at this time. In information sent Friday, they warn of long wait time, and encourage customers to refresh and try again.
For Williams, not knowing how much money is in her account is unacceptable.
“I don’t want to move our accounts… but there’s so much I can’t do or have a comfort level with, with everything being down," Williams said.
At this time, Vystar’s mobile app is still down.
First Coast News asked the company the following questions:
Q: What steps did Vystar take over the Memorial Day weekend to resolve the online banking/ mobile app issues?
Teams worked throughout the weekend and continue to make progress. VyStar plans to provide an update to members, which I will be sure to pass along to you.
Q: Is there an updated timeline of when this problem will be completely resolved?
VyStar plans to provide an update to members.
We are talking with a customer today that says she has not been able to get past the log-in queue to access online banking. She also says that when she called customer service, they were not able to locate her saving account information or balance.
This customer lives in North Carolina and is unable to come in-person to a bank location. Is Vystar having an issue locating account information for customers? What should customers who are not able to go into a physical location do to retrieve their account information?
- We set up a queueing system to monitor a member’s position in line. Members will be automatically redirected to the log-in page when they reach the front of the queue, so they should remain in line until they are redirected. Members are experiencing decreased wait times while logging in and we expect this to further improve in the coming days.
- VyStar is not experiencing any issues in locating account information. Our core system used in branches, the Contact Center, and for all cards, ATMs, checking accounts, direct deposits and other core functions continues to operate and function as normal.
- Members who do not live near a VyStar branch can access their accounts by:
- Using Magic*Touch at 904-777-6000 or 800-445-6289, Option 0
- Visiting our network of over 20,000 surcharge-free ATMs
- Calling our Contact Center at 904-777-6000 or 800-445-6289, which is available every day, from 7:00 a.m. to 7:00 p.m.