Many VyStar customers scrambling as bills become due

JACKSONVILLE, Fla. — It has been 19 days since the VyStar Credit Union outage, which has caused a headache for many.

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It’s June 1 and many are planning to pay their bills. If they typically use the app to pay, they’ll need to use a different option.

“It’s really making it really hard,” Sandra Smith said.

Smith is 81-years-old and uses her iPad to typically pay her bills through the VyStar app, but because of the outage, she’s having a hard time.

“Now since they crashed, it’s not doing anything,” Smith said. “It’s saying it’s not connected. It’s not working.”

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VyStar is urging members to visit its website directly to pay online:

1. Within Online Banking, select the “Pay & Transfer” drop-down menu and click on “Pay Bills.” You will then enter VyStar Credit Union on the Payee Name line, your Account Number and other personal details to make a payment.
2. Visit vystarcu.org, select the “Bank” drop-down menu and click on “Make a VyStar Payment.”

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However, for someone who isn’t tech-savvy, this isn’t as easy as it sounds.

“You get somebody like 81-years-old, and if they’re not familiar with what they have, they can’t do it,” Smith said.

On top of that, Smith said her social security check isn’t in her account. It typically arrives on the 28th of every month.

“Now my June bills are due, and I don’t have enough money in there to cover my new bills coming in,” Smith said.

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VyStar is urging people to be patient.

In a statement to Action News Jax, it said, “At the present time, our teams are working to enable specific areas of functionality that are currently unavailable online, including making internal transfers, viewing complete transaction history and using our mobile app.”

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When it comes to transferring money, customers have three options right now:

1. Using its automated system, Magic*Touch (available 24/7 by calling 904-777-6000 or 800-445-6289, Option 0)
2. Through a VyStar ATM
3. Visiting a VyStar branch or call its Contact Center (904-777-6000 or 800-445-6289) during normal business hours

Click here to find the answers to the questions members are asking most frequently. A VyStar representative tells Action News Jax this list is updated regularly.

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