VyStar Credit Union's online banking system back up and running

The CEO of VyStar Credit Union said the problems with its brand-new online banking system have been fixed.

More than 110,000 people signed up for the new Internet and mobile platforms, but were forced to go into an actual branch to get help as problems developed this week. Some members couldn't get through on the phone or access their accounts online.

"I couldn't check my balance or anything, So I came into the branch. I still couldn't log in. I kept getting error messages," said VyStar member Joyna Cox.

Dozens of people emailed us their complaints, so we took them straight to Terry West, VyStar's president and CEO.

"This is not about us. It's about can we make this right for them. We don't want them inconvenienced. Some may feel like right now we've done a bad thing to them. That's not our intent,” West said.

West and his team have been working around the clock to fix the problem. They've gotten limited sleep, added on extra call centers and even set up a war room to strategize solutions quickly.

They started alerting customers about the change in December, but some still weren't prepared for the Feb. 5 switch.

Monday, thousands of people tried to convert at the same time, which overwhelmed the phone system.

"VyStar has a role. Multiple vendors have a role. Communication systems. All of those, as you can imagine have to work flawlessly for this to work well," West said.

Everything is back up and running now: apps, desktop version, you name it. That's a relief to Cox.

"One of the staff members walked me through the process and I was finally able to log in," Cox said.

VyStar said customers' security and money were never at risk. Deposits and bill pay functions continued as normal.

Cox Media Group