Duval County

VyStar members give mixed answers after CEO promises customers will regain access to accounts

JACKSONVILLE, Fla. — After 11 days, some VyStar Credit Union members say they’re finally getting back into their accounts online.

Action News Jax spoke exclusively with CEO Brian Wolfburg on Monday, who was optimistic about the outage.

RELATED STORY: ‘We expect to have good news really soon:’ VyStar CEO speaks about mobile banking outage

“We will absolutely have a means for our members to access their accounts online within the next 24 to 48 hours at the longest,” he said Monday.

On Tuesday, some members told Action News Jax they’d successfully logged back into their accounts online.

“I can get into my account no problem. I wasn’t really having any issues,” DiAndre Murel said.

Another member, Freddie Stapleton, said something similar: “The first day I heard about issues I didn’t try to log in. After that, I logged in and had access to all my accounts, been able to transfer a few things, make a few payments, it’s been fine.”

Others said they’re still waiting in virtual lines like one viewer who said she was 12,474th in line Tuesday.

Other members are still waiting to even get into their accounts.

RELATED STORY: ‘Definitely not weeks’: VyStar leadership speaks out on day 7 of mobile banking blackout

“They are asking us to give them another 24 hours for online banking to resume, so we’ll have to trust them,” one couple that wanted to remain anonymous told Action News Jax.

The couple said they couldn’t get into their account online Monday so they came to the bank in person Tuesday.

“We don’t want to shoot the messenger — the staff — they’re also victims like we customers, so we ought to be patient with the staff and not be angry or upset with them,” the couple said.

VyStar assured Action News Jax last week that the outage was not the result of a hack or any sort of cybersecurity incident. The credit union said testing that was done prior to the launch of its new app failed to simulate real-world conditions and unforeseen circumstances.

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