we have a local breaking news alert
right now we just sat down with the ceo
of vystar credit union 11 days after
members began reporting issues with
online banking services we begin with
news for jax reporter jim pickett jim
ceo brian wolfberg saying that things
should return to normal by next week
that's what he's telling us but he's
also saying right now that things are
beginning to work actually saying
there's about 50 000 customers that have
been able to go online and do work about
200 at a time but i want to get right to
this interview that we had with him i've
shortened some of this but listen to
what he had to say
what when can members expect service to
return to normal yeah
last night
we had mentioned that it would be coming
up soon
we were able to bring it up last night
at 7 pm we've had members signing into
the online banking for the past
you know 18 hours or so 20 hours and
we've had over 50 000 unique visits by
our members
when members are able to get in
they are finding it to be an outstanding
program that they're really liking
that's not what we're hearing we're
hearing people are still upset they
still can't get in
you said fifty thousand is that just in
the waiting room nope they're in there
getting that yep we've had so the
waiting room is a program that's set up
on the outside of the online banking to
throttle people's access to the program
so that the load can be managed
we're talking about people's money we're
talking about their financial lives and
this weighs on us very heavily and we
know that we owe it to our members to
get it right especially after being down
for so many days this is not what our
members expect from us over our past 70
years as we've met their financial needs
and helped them grow their families
this is not what they've come to expect
from us so when we went to go launch
yesterday i wanted to make sure that
every aspect of it is working as it
should be and meeting our members needs
when this happened i mean you weren't in
you weren't around yep why not come back
i did um so i've been back in town for
several days i've been working
with the team through the night for
through the weekend and into
yesterday when we made the launch
decision so i was traveling abroad i was
about eight thousand or ten thousand
miles away and that does take some time
to to get back here especially with
covet protocols and things like that
you know we had planned out it through
sunday evening on monday and tuesday i
was allowing my team who has years of
experience in in the industry to work
through it and when i determined with my
board in conversation that it was
necessary for me to return i immediately
started that process i would say that
you know the comments of being on uh
vacation while i had left on vacation on
friday as soon as monday morning hit i
was not on vacation i was working
remotely on the needs and challenges of
the program to meet our members needs it
was not a good week for us it was not a
good week for the community and we are
going to make it up to them the one
thing you want to let people know
off the bat on this is any problems that
they had it could be taken care of they
just need to verify everything
and they need to do what now and you'll
be back online hopefully the latest
would be when yeah so uh we are back
online we have an online banking program
that is accessible and usable at this
time further functions will be added in
the next few days and we'll roll it into
our mobile
banking as well as
we will have easier access that doesn't
have to be throttled in the coming days
as more people have their profiles built
out and their balances in it if anyone
has any concerns any questions reach out
to us we have our our uh contact center
which we have opened early and kept open
late we have our branches which we've
opened early and kept open late and we
have email access to myself to the board
to every member of our staff and we are
here
you know i think the one thing i did ask
wolf burger what happens if you bounce
the check or you were late on a bill
payment you know they'll cover their end
but what about the other end what about
the merchant and he says contact them
and they are going to see what they can
do i think that's kind of important
again he says they should be back to
normal by next week what they can't do
right now is basically transfers within
the system say from your checking
account to a savings account he says
that's where the problems are right now
for now we're live downtown jim pickett
channel 4 the local station