VyStar Credit Union members still experiencing online banking issues amid weeks-long outage

JACKSONVILLE, Fla. — For more than two weeks, VyStar Credit Union members have had issues accessing their money online or on their smartphone.

Customer Cara Ruffino said it’s been nerve-wracking.

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She said she only has a savings account with VyStar but it’s connected to a car loan.

No online access means no car loan payment.

“I feel like it’s been going on a long time. When it first started it’s like, ‘OK, things happen.’ Now when we’re getting longer, I’m like ‘What’s going to happen from now?’ Yeah, I am very anxious,” Ruffino said.

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

Action News Jax first told you last week when VyStar officials said they expect the logjam to die down and for the site to respond quickly and correctly.

“The first time right now is taking a bit longer. We have seen a lot of people start to sign in as news spread that the accounts were back up,” VyStar President and CEO Brian Wolfburg told Action News Jax last week.

Users said they have yet to see that.

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

Beyond Ruffino’s concern, VyStar’s Facebook page is filled with complaints.

Users claim they can’t see where their money is going. Others said they can only see their balances. More customers said they can’t transfer funds.

Lastly, customers claim they’re making the move to a different credit union, which is something Ruffino is thinking about.

“If I’m golden and I can make whatever car payments I need without a penalty, I’ll probably stay. But if it’s a negative outcome, I probably will look about refinancing and figuring out where I can go with my car loan from there,” Ruffino said.

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In a member email sent out on Friday, VyStar officials told customers in the initial online bank platform they would be able to do the following:

• View account balance and recent transactions
• Schedule and pay bills
• Complete external transfers
• Send money to friends and family using Zelle®
• And so much more

The email also said there will be regular updates to the platform.

However, it notes that transfers to other VyStar accounts are not currently available online.

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It suggests using Magic*Touch, a VyStar ATM, or visiting a local branch in person.

It also says the mobile app remains unavailable.

The email ends with, “Your accounts, balances and transactions have remained safe and secure throughout the Online Banking conversion process. In addition, direct deposits and other transactions have been successfully processed.”

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