VyStar mobile and online banking issues enter week 3

News4JAX continues to hear from VyStar members who are frustrated, tired, and tired of waiting.

Branches closed Monday for Memorial Day, but credit union ATMs were open.

On the VyStar website, queues to connect are much shorter than they were last week – in the hundreds rather than ten thousand, but members tell us the site is far from be fully functional.

As the first of the month approaches, some VyStar members are concerned about what they say is substandard online banking.

“I can’t even transfer money to my phone from your savings to verification,” said VyStar member Lisa Bousquet.

Bill Armstrong told us, “I can’t watch all the transactions in my checking account, I can watch about five.”

Last Tuesday, VyStar CEO Brian Wolfburg told News4JAX that he expects the credit union’s online banking system to be fully functional by this week.

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But VyStar members tell us that didn’t happen.

We asked a member: “Did you manage to log in?” Their response, “Barely, like maybe one in ten times trying, then it stops in the middle.”

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Another member said, “It’s not fully functional. And it’s just kind of a black and white screen. I don’t know if this is the new look. But if it is, it’s, it’s definitely worse than before.

A PR firm representing VyStar declined to answer our question about why a backup system wasn’t immediately implemented when the new platform didn’t work as expected. He also did NOT answer our question about Nymbus. It is the company in which VyStar invested $20 million in April 2021. Then in July, VyStar chose Nymbus as the provider of its new online banking platform.

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VyStar director of member experience Joel Swanson previously told News4JAX that Nymbus had implemented a similar system for a $50 billion bank. News4JAX could not find evidence of such an agreement. We asked VyStar and Nymbus what this bank was, but they didn’t answer the question.

“The fact that they started this thing is just amazing,” Armstrong told us. “And I certainly wonder where the responsibility is.”

Again, VyStar’s branches and contact center closed on Memorial Day, but they say members can check their balances and make transfers 24/7 using Magic*Touch phone banking. .

To access your funds and make transfers 24/7 with Magic*Touch, call 904-777-6000 or 800-445-6289 and select option 0.

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