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VyStar Credit Union customers reporting balances, transactions not showing up as app, online problems persist

VyStar Credit Union costumers were told Friday that online and mobile banking would be down through Sunday. The system remained down Tuesday.

JACKSONVILLE, Fla. — VyStar Credit Union's online and mobile banking system wasn't working for its members on Tuesday. The company was making changes to its system on Friday and told customers it would be down only through Sunday.

On Tuesday, the credit union tweeted the following:

Online & Mobile Banking is currently unavailable. Our teams are working as fast as we can to resolve the issues. We will provide an update as soon as the system is fully online again. We apologize for the longer-than-expected delays & continued impact on you, our valued members. 

Just after 10 a.m. Tuesday, VyStar Credit Union posted the following message on its website:

Our Teams worked overnight to increase stability and have made progress. VyStarcu.org is online; however you may experience occasional slowness and/or sign in issues. There are some reports that loan balances and some transactions are not showing up online for some members. Rest assured that all your balance and transaction information is safe and accurate on our core systems and can be accessed via Magic Touch, ATMs, call center and branches. We can confirm that all scheduled payments are also being paid as planned. Our mobile banking app is still not ready to use. If you need support, you can connect with a VyStar representative via VyChat at vystarcu.org or our Contact Center at 904-777-6000 or 800-445-6289. You can also visit any of our branches and continue to use our ATMs.

One VyStar customer, who wanted to remain anonymous, tells First Coast News she is planning to buy a home and the timing is not ideal. "Since it is down, we are not able to get that particular bank statement that we specifically need," she said. 

Tuesday evening, VyStar told customers:

"On behalf of our team at VyStar Credit Union, we sincerely apologize for the challenges and delays that are impacting our new Online & Mobile Banking experience. Our members are at the heart of everything we do, and regretfully we have yet to deliver an experience that serves you best. We continue to work around the clock to resolve all remaining issues as quickly as possible and are committed to working in the future to regain your trust.

In the meantime, please know that we will proactively refund fees you may have incurred at VyStar, including for Non-Sufficient Funds (NSF), Overdraft and Courtesy Pay, Consumer and Commercial Loan late fees starting on May 14 through May 17. For credit card late fees that occurred during this period, please call the Contact Center for assistance. We will continue to monitor and may extend the fee waiver period if needed."

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