We’d like to update our members as we continue to make progress in resolving issues related to the transition to the new Online Banking System. We recognize and thank our members for the time and effort they are expending to gain familiarity and become situated with the new system.
Progress with Scheduled Transfers
We’ve made progress in our review of the migration of scheduled transfers to our new system, and have begun communicating directly with members via Secured Messaging within Online Banking as to any need to review their transfers or next steps required. Please thoroughly review this message when it arrives.
We’d like to reiterate our appreciation for your patience related to this issue, and our commitment to reimbursing members for any unexpected fees or penalties related to our conversion. We will work directly with reporting bureaus to ensure any payments disrupted by our launch do not affect your credit score.
Phone & Web Chat Response Times
Due to high post-holiday weekend call volumes and unexpected staff outages due to sickness, response times increased over the past week. We understand why this is a source of frustration and concern for our membership. We are continuing to reassign staff to improve response times, but more importantly, have begun the process to permanently expand our Contact Center staffing levels.
*NOTE: Some members are experiencing frustration with the CALL BACK OPTION. When choosing that option, please listen carefully through all the prompts to ensure your call is processed correctly. *
Contact Center Available on New Year’s Eve from 8:30AM to 5:30PM (Pacific)
Our Contact Center will be available to provide member support on December 31, from 8:30AM to 5:30PM (Pacific). It will be closed on New Year’s Day and re-open on January 2nd at 7AM (Pacific).
Frequently Asked Questions
We have updated our FAQ section based on the questions and feedback we have received, and encourage members to utilize it as a resource to help learn about (and navigate) the new system. If you are logging-in for the first time, please click here for a step-by-step guide to getting started.