WHY I FILED THIS BILL. AND THE BILL IS ON THE AGENDA TO BE DISCUSSED DURING CITY COUNCIL
MEETING THIS COMING TUESDAY.
>> AS VYSTAR CREDIT UNION
MEMBERS HAVE BEEN STRUGGLING
TO GET INFORMATION ON THEIR
ACCOUNTS FOR A WEEK. NOW WE’VE
LEARNED THE CEO HAS BEEN ON
VACATION. THE CREDIT UNION
SAYS EVERYONE’S MONEY IN
TRANSACTIONS ARE SECURE, BUT
CUSTOMERS ARE COMPLAINING OF
INCONVENIENCE AND SOMETIMES
INCONSISTENT INFORMATION.
NEWS. 4 JAX REPORTER ANNE
MAXWELL SPOKE ONE-ON-ONE TODAY
WITH MY STARS, CHIEF MEMBER
EXPERIENCE OFFICER.
>> WHAT EXACTLY IS WRONG WITH
VICE STARS KNOW ONLINE AND
MOBILE BANKING PLATFORM.
>> YOU KNOW, WE HAD A PLAN
CONVERSION LAST WEEKEND TO
MOVE TO A NEW ONLINE AND
MOBILE BANKING EXPERIENCE. AND
THE GOAL WAS TO PROVIDE
ENHANCED MEMBER EXPERIENCE FOR
MEMBERS. UNFORTUNATELY, WHEN
IT CAME LIKE WE HAVE SOME
UNEXPECTED ISSUES, ARE YOU
CONFIDENT ONLINE BANKING WILL
BE WORKING BY LET’S SAY NEXT
WEEK. I CAN’T GIVE YOU A TIME
FRAME, BUT I CAN TELL YOU THAT
WE ARE WORKING AROUND THE
CLOCK TO BRING THE SYSTEM UP
JUST AS QUICKLY AS POSSIBLE.
AND WE’VE MADE SIGNIFICANT
PROGRESS BY JUNE. MAYBE BE I’M
CONFIDENT THAT THE SYSTEM
ALREADY SOON FOR MEMBERS. ONE
NEWS, 4 JAX INSIDER RIGHT ON
OUR WEBSITE CANNOT GET THROUGH
TO THE CHAT. TELEPHONES HAVE
LONG WAIT TIMES AND NO ONE HAS
EVEN MENTIONED THAT IS COSTING
NEARLY $5 A GALLON TO GO TO A
BRANCH JUST TO GET A CURRENT
BALANCE. PEOPLE ARE FRUSTRATED
AND I APOLOGIZE AND TAKE
RESPONSIBILITY. I ON BEHALF OF
OUR ENTIRE SENIOR LEADERSHIP
TEAM ACCEPT RESPONSIBILITY FOR
THE ISSUES AND AN
INCONVENIENCE MEMBERS ARE
FACING DURING THIS TIME. BUT
WE’RE DOING EVERYTHING
POSSIBLE TO STAFF UP OUR
CONTACT CENTER AND ARE
BRANCHES TO PROVIDE THAT
SERVICE MEMBERS. WE HAVE BACK
OFFICE TEAM MEMBERS ACROSS THE
COMPANY THAT OF STEPPED OUT
AND GOT INTO BRANCHES, NOT
TAKING CALLS TO TRY AND TAKE
MEMBER CALLS. THAT SAID, I DO
UNDERSTAND THE FRUSTRATION
WITH SOME LONGER WAIT TIMES.
WHERE IS THE CEO? THE CEO WAS
ON A PLANNED TRIP IN A REMOTE
LOCATION WITH HIS FAMILY AND
ALREADY WITH THESE ISSUES
OCCURRED. AS SOON AS A KURD.
HE ALONG WITH OUR ENTIRE
FEIST. OUR SENIOR LEADERSHIP
TEAM ARE CASA COMMUNICATION
HAVE BEEN AND HE MADE PLANS
AND BEGAN TRANSITING BACK TO
JACKSONVILLE AND IT’S ON ITS
WAY BACK RIGHT NOW. SO HE’S ON
VACATION FOR A WEEK.
>> BECAUSE BEEN WORKING ON
THIS SINCE LAST FRIDAY.
>> OUR CEO IS ALREADY ON THE
TRIP WHEN IT STARTED AND HE’S
BEEN IN CONSTANT
COMMUNICATION. AND AS WE KNOW
IN TODAY’S WORLD WITH ABOUT
WORKING, HE’S AN INCREDIBLY
INVOLVE AND ENGAGE THIS ENTIRE
TIME. WHY DID HE FLY BACK
IMMEDIATELY TO HELP? HE WAS IN
A REMOTE LOCATION AND
LOGISTICS ARE DIFFICULT. ANY
PUTIN PLANS IMMEDIATELY AND IS
ALREADY IN TRANSIT BACK. WHERE
WAS WITH
>> WHEN WILL HE BE HE’S ON THE
WAY BACK NOW. BACK IN JULY
SOFTWARE COMPANY NIMBUS, WHICH
HAS OFFICES IN THIS BUILDING,
ACCORDING TO ITS WEB SITE
BECAUSE OF ITS COLLABORATION
WITH VYSTAR, THEY ANNOUNCED BY
STAR HAD CHOSEN AND THIS HAS
ITS ONLINE AND MOBILE BANKING
SOLUTION PARTNER FOLLOWING A
20 MILLION INVESTMENT BY
VYSTAR BACK IN APRIL. AND
MEMPHIS IS NEWLY FORMED CREDIT
UNION SERVICE ORGANIZATION AND
THEIR WEBSITE SHOWS YOU’RE ON
THE BOARD OF MEMPHIS’S BOARD
OF DIRECTORS. WHY DID VYSTAR
CHOOSE NONE THIS AND HAVE THEY
HOW EXPERIENCE SUCCESSFULLY
IMPLEMENTING A BANKING SYSTEM
LIKE THIS BEFORE? BY STAR
SLEPT IN THE BUS AFTER
THOROUGH DUE DILIGENCE AND
EVALUATING THEIR TECHNOLOGY
THAT THEY BRING TO THE
MARKETPLACE THEY HAVE OVER. 25
OTHER CLIENTS, INCLUDING ONE
50 BILLION DOLLAR BANK AND HAS
SUCCESSFULLY IMPLEMENTED
SOLUTIONS LIKE THIS BEFORE.
BUT EVERYONE CAN TAKE
IMPLEMENTATION IS UNIQUE.
>> VYSTAR TELLS US NAME. THIS
ISN’T THE ONLY VENDOR WORKING
ON THIS PROJECT. WE ALSO
REACHED OUT AND THEN THIS IN A
SPOKESPERSON TELLS US THIS IS
A COMPLEX AND MULTI VENDOR
PROJECT IN THEIR CONTINUING TO
ASSESS THE SITUATION WITH
VYSTAR AND OTHER PARTNERS.
THEY SAY THEY UNDERSTAND THE
BURDEN. THIS IS PLACING ON
VYSTAR MEMBERS AND THEIR
PRIORITY IS GETTING THAT
ONLINE. BANKING WORKING AGAIN
FOR THEM AS SOON AS POSSIBLE.
LIVE IN JACKSONVILLE AND KNOX.
WELL, CHANNEL 4, THE LOCAL
STATION AND YOU WRITE SO MANY
PEOPLE ARE SO FRUSTRATED. YOU
ALSO FOUND OUT HOW MANY PEOPLE
ARE WORKING ON THESE ISSUES.
>> YEAH, THAT EXECUTIVE I
SPOKE WITH SAID 40 TO 50
PEOPLE ARE WORKING AROUND THE
CLOCK ON THIS PLATFORM. HE
ALSO SAID THEY’VE GOT 900
PEOPLE WORKING CUSTOMER
SERVICE. AND AS WE REPORTED
EARLIER THIS WEEK, THEY HAVE
ABOUT 800,000 MEMBERS. SO A
LOT OF PEOPLE OUT THERE
NEEDING HELP.
>> AND MAXWELL, THANKS SO
MUCH. AND WE ALSO ASKED BY
STAR ABOUT SOME SPECIFIC
ISSUES THAT WE’VE HEARD FROM
SOME OF YOU AT HOME ABOUT
TRANSACTIONS, NOT WORKING
PROPERLY. THE CREDIT YOU SAID
AGAIN, ITS CORE SYSTEMS ARE
ACCURATE IS ENCOURAGING ANYONE
WITH SPECIFIC ISSUES TO REACH
OUT TO THEM OR VISIT A BRANCH.
YOU CAN ALSO GET YOUR BALANCE
BY USING MAGIC TOUCH PHONE
BANKING. YOU CAN FIND THAT
NUMBER AND INSTRUCTIONS ON OUR
WEBSITE NEWS 4 JAX DOT COM AND