Many of our members were impacted by an ATM/DEBIT card network failure the Credit Union experienced the weekend of June 6th. As an organization who understands the importance of exceptional service, we recognize that this event and our recovery fell short of the service experience we strive to deliver. We apologize for the inconvenience this undoubtedly caused, as well the difficulty in reaching us due to the high volume of incoming calls and web chat sessions to our Contact Center during this time.
Cause of Failure
There are many ‘moving parts’ involved with a successful debit card transaction, which require various systems and entities to communicate with each other. We experienced a system error that disrupted this flow of data communication, which caused the network failure.
Measures to Prevent Future Occurrences
We’ve identified the origin of the system error which caused the failure, and have implemented safeguards to prevent this type of disruption from occurring in the future.
Review of Member Communication Channels
We’ll be evaluating the systems by which members currently communicate our Contact Center (phone and web chat), to provide faster response times during periods of high volume such as we experienced during this service failure.
Member Data is Secure
While the system outage involved a disruption of data communication, it’s important to know that this event did not compromise any account information and SF Fire Credit Union’s member data is secure.