Jacksonville, Florida. News4JAX sent the public relations agency working with VyStar a list of questions on Monday, 10 days after the mobile banking and internet outage.
Also on Monday, News4JAX learned that Florida office of financial regulation is oversight the situation. we too The members asked if they plan to stay With a credit union amid the outage – the Hundreds of people have sent us a reply By Monday evening.
The PR agency that works with the credit union sent us a response to our questions, including the following answers that it said came from a VyStar spokesperson.
Easy interruption 2016 Inform the company at all how to respond to this?
A: As in 2016, we remain committed to doing everything we can to support our members during this transformation. While we are constantly streaming online banking services live, we also have:
Deploying back office staff from various other departments to work in our branches and in our call center.
Extending call center working hours from 7 am to 9:30 pm today, May 23.
Extended call center working hours on Tuesday 24 May and Wednesday 25 May from 6 am to 9:30 pm
Keeping selected branches open until 6pm on Tuesday 24 May and Wednesday 25 May. In addition, a select branch opened at 8am on Tuesday, May 24 and Wednesday, May 25.
Proactively waive VyStar fees during the time frame when your Online Banking is offline.
Q: We keep hearing that a contract with the previous seller has expired – is that why the credit union can’t go back to the old system?
A: No. We have continued to explore every option to bring online services back to our members, including actively working and consulting with multiple vendors associated with the new and previous platforms.
Q: Any update on the timetable for the solution?
A: Our teams are working day in and day out to restore access to our members as quickly as possible. We are making great progress.
Q: VyStar CEO Joel Swanson is a member of the Nymbus Board of Directors. To what extent did his participation influence the decision to switch systems?
A: In 2021, VyStar invested in Nymbus and selected the company as its digital banking partner. As part of the VyStar investment, the credit union has been granted a voluntary position on its board of directors. This provides a seat for VyStar at the table, enabling us to better protect the investment.
VyStar has chosen Nymbus as one of the many vendors of online and mobile banking solutions. VyStar selected the Nymbus product after careful due diligence and evaluation of the technology they are bringing to market. They have over 25 other clients, including a $50 billion client that has successfully implemented solutions like this before, but each implementation is unique.
The fact that we have a volunteer seat on the Board of Directors enables us to help shape the direction of their company and create a solution that maximizes value and provides the best services to VyStar members.
Q: Does VyStar have a backup plan in place in case the new platform doesn’t work/doesn’t work as expected?
A: Yes, we have simultaneously explored and tracked several options – or backup plans – to ensure we are able to return service to our members as quickly as possible.
Q: Can VyStar go back to the old system right now? Why and why not?
A: This is a complex multi-vendor project. We continue to explore every option, including reverting to the previous system, to return service to our members as quickly as possible. Our goal is to provide a long-term sustainable solution.
News4JAX has twice requested an interview with CEO Brian Wolfburg, and on Monday evening, we sent in a third request. We hope to hear from you and get answers straight from the top.
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