News4JAX continues to hear from VyStar members who are frustrated, tired, and tired of waiting.
Branches closed Monday for Memorial Day, but credit union ATMs were open.
On the VyStar website, queues to connect are much shorter than they were last week – in the hundreds instead of ten thousand, but members tell us the site is far from being fully operational.
As the first of the month approaches, some VyStar members are concerned about what they say are substandard online banking.
“I can’t even transfer money to my phone from your savings to checking,” VyStar member Lisa Bousquet said.
Bill Armstrong told us, “I can’t see all the transactions in my checking account, I can see about five.”
last tuesday, VyStar CEO Brian Wolfberg told News4JAX He predicted that the credit union’s online banking system would be operating at full capacity by this week.
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But VyStar members tell us that didn’t happen.
A member asked us: “Are you able to log in?” Their response, “Barely, maybe like trying one in ten times, and then stopping in the middle.”
Related: I-TEAM: Who is investigating VyStar and is your money safe? | VyStar members, are you staying with the credit union or are you leaving?
Another member said, “It’s not fully functional. It’s just a black and white screen. I don’t know if this is the new look. But if it is, it’s definitely worse than before.”
A PR firm representing VyStar declined to answer our question about why a backup system was not immediately implemented when the new platform was not working as expected. It also did not answer our question about Nymbus. It is the company in which VyStar invested $20 million in April 2021. Then, in July, VyStar chose Nymbus as the provider of its new online banking platform.
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VyStar’s director of member experience, Joel Swanson, previously told News4JAX that Nymbus has implemented a similar system for a $50 billion bank. News4JAX was unable to find evidence of such an agreement. We asked VyStar and Nymbus about this bank, but they did not answer the question.
“The fact that they started this thing is amazing,” Armstrong told us. “And I certainly wonder where the responsibility lies.”
Again, VyStar branches and call center closed on Memorial Day, but they say members can check their balances and make transfers 24/7 using Magic*Touch phone banking.
to me Access your funds and make transfers 24/7, Magic*Touch, call 904-777-6000 or 800-445-6289 and select option 0.
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