Message from CEO Kathy Elser About New Online Banking
I would like to apologize to each and every one of you for the difficulties we have had in introducing our new online and mobile banking platform. As a member-owner of San Francisco Fire Credit Union, you have the right to easy access to your money and confidence that your transfers, deposits and payments are functioning as expected. In the co-op spirit, you also deserve transparent and responsive communication about any disruption in these services.
We have failed to live up to these standards over the last few weeks, and we are working to resolve these issues as quickly as possible.
We understand your frustration, and will do everything we can to support you through this transition, including reimbursing members for any unexpected fees or penalties caused by issues with our online platform. We will also work directly with reporting bureaus to ensure any payments disrupted by the rollout do not affect your credit score.
To help answer member questions and concerns, we have reallocated additional staffing resources to reduce our response times, and will be providing Contact Center support on Sundays during this period of transition to the new system. Due to call volume, wait times are still longer than usual, but we are working as efficiently as possible to help our members. If you need support, please reach out to us via phone at 888.499.3473 (FIRE) or web chat.
Moving forward, we will also provide weekly updates on our website to keep you informed on our progress towards resolving our online and mobile banking issues.
Thank you for your patience and flexibility. It’s an honor to be your financial institution of choice, and we look forward to re-establishing the level of service you expect and deserve.
We will make this right.
President and CEO, San Francisco Fire Credit Union