Update as of 11:30 PM on Friday, September 19th
We have a live system which we are validating. All electronic payments include payroll deposits and withdrawals have been posted, as well as share draft. Debit card payments and ATM withdrawals have also been posted. We are currently posting in person transactions to member accounts. You can access your balances in the audio teller or from your debit card but please note: in-person transactions are not complete as we continue to process them.
We will be open on the phone tomorrow and will be announcing the phone hours by early morning tomorrow.
We know that this was a failure on the part of the credit union as well as our vendor and we apologize for that. We will be following up with actions that we will take to protect your accounts and make sure this doesn't happen in the future over the next few weeks.
P.S. Thank you for the love and support we have received from our members! We are all here because we support each other, and your kindness and patience helped us all get through this.
Frequently Asked Questions
Can I see my balance?
At the moment balances are available on the audio-teller and at ATMs. We have access to balances at the credit union. Please note the caveat above: we are still posting the in-person transactions as I write this.
Did my deposit post?
All deposits we have received posted. All payments also posted that were made via electronic payments (payments via online banking may need to be retried--we will revisit when this system as up. Mobile Deposits from Tuesday have not yet posted.
Do ATM Withdrawals Work?
Yes ATM withdrawals work and will show you the accurate balance other than the in-person transactions. Please be patient as we work through posting htese.
Did you charge me fees for my transactions/overdrafts?
We did what we could to turn off all fees before posting transactions. Even so, members may have been charged transactions for debit cards that posted or other transactions. Please let us know and we will refund your fees. We appreciate your patience with this.
When will online & mobile banking be available?
Mobile and online banking are currently offline. Sharetec is currently restoring online banking services. As soon as we can we will be asking them to restore service. We are hopeful this will be on Saturday but will keep you apprised.
Does shared branching work?
We will confirm availability of shared branching on our website on Monday.
My payment didn't go through and now I owe someone a late fee - will you cover that fee?
We plan to help members with these fees and will be reviewing them on a case by case basis. It may be faster if you ask the other party to waive the fee but we are here to help you.
Should I verify my balances and transactions when I can see my account?
Absolutely, please verify all your transactions when you can see your transactions. When statements are mailed at the end of September please make sure to validate all of your transactions
What order will transactions post in?
All transactions are posting as of 9/18. The order may be abnormal and show negative balances at times. Please verify the actual transactions and not the balances until the end. We are happy to review your transactions with you.
Information about the System Outage
What Happened?
Our core banking provider, Sharetec, experienced a significant infrastructure failure at the data center that hosts their systems. The issue was caused by equipment damage following a cooling system failure at the facility. This resulted in an outage affecting more than 200 credit unions nationwide.
While this has affected the availability of certain services, the recovery effort is focused on preserving the integrity of member account information. In other words, the priority is making sure your account information is correct when systems are restored.
Is my money safe?
Yes. The core banking system provider, has let us know there has been no data breach and no unauthorized access to member information. The disruption was caused by a data center infrastructure failure and not by unauthorized access to systems or member data.
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