VyStar denies cyber attack theories as customers react on social media to ongoing outage

VyStar Credit Union’s online and mobile banking platform is going into a week of being unavailable. 

VyStar began a scheduled outage to convert to a new system May 13 but “experienced several issues during the conversion process,” despite thorough testing, a VyStar spokesperson said in an email Thursday.

Some customers expressed concern and displeasure with the outages while others joked about the issue online throughout the week.

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Despite rumors of ransomware, VyStar said “what we are experiencing is not the result of a cyber attack. All funds and personal data remain safe and secure in our core system.”

The outages were caused by “several issues during the conversion process,” and VyStar took the online and mobile banking platform offline “to investigate and find a resolution as quickly as possible.”

The core system used in branches, the contact center and for all cards, ATMs, checking accounts, direct deposits and other key functions continue to operate as normal, VyStar said.  

“We are truly sorry, and we are committed to supporting members who may have experienced any late fees at VyStar because of the issues with our platform conversion,” said a VyStar spokesperson.

So what is affected? Will I still get my paycheck? Can I pay my bills?

Direct deposits are not impacted by the conversion and are being processed as expected in members’ accounts, VyStar said.

Bill payments scheduled before May 8 are being processed as normal and not impacted, but Bill Pay has been unavailable since May 8 in preparation for the conversion. VyStar said it encourages people to check their accounts for their latest transactions and balances.

Members who typically receive paper checks and deposit them online can visit an ATM or a VyStar branch to deposit checks while the outage continues.

How can I access, view and use my funds right now? Where do I go for banking help?

VyStar said telephone wait times are somewhat longer than normal, but additional support team members have been brought in to help. VyStar customers can can access their information by:  

• Using Magic*Touch 904-777-6001 or 800-235-6289 
• By visiting VyStar ATMs and branches 
• Calling the contact center at 904-777-6000 or 800-445-6289, available every day, from 7 a.m. to 7 p.m. daily and until 9:30 p.m. until May 22