DUBLIN, Calif.–With the online services outage continuing, Patelco Credit Union is reporting it has begun making some progress on restoring certain functions as it seeks to recover from a ransomware attack.
As CUToday.info has been reporting, the $9.7-billion Patelco’s 500,000-plus members have been unable to access their accounts online and in-branch since approximately June 28. The outage continues to generate considerable media attention in the Bay Area.
In the latest update to members on its website, CEO Erin Mendez said the credit union worked “tirelessly through the weekend to advance our restoration efforts and fix this issue for our members as quickly and safely as possible…We are marching diligently toward full functionality.”
‘Careful & Methodical Work’
“I know I’ve stated this to you before, but the restoration of our systems while ensuring their future security requires careful and methodical work,” Mendez wrote. “I know this may not be moving as quickly as you’d like, but please know we are working as quickly as we can and we know how critically important this is to our members. I am happy to report that we have stabilized our network and begun processing transactions. Once this is complete and we achieve full banking functionality, our members will be able to access their account balance and accounts as they typically would under normal circumstances.”
No ’Exact Date’
Patelco has said in recent updates to members that restoration of services could last as long as weeks, and Mendez added in her statement, “I can’t share an exact date when we will be back to business as usual, but we can see the light at the end of the tunnel. I will keep you updated as we make progress on that front, specifically.”
Services Update
As CUToday.info reported previously, in its latest update to members, Patelco addressed numerous related issues, including:
- Fee Reimbursement: “We will reimburse late fees, non Patelco ATM fees or overdraft fees incurred because of this incident,” it said.
- Late Payment Support. “If late payments impact your credit score, we will provide letter(s) on your behalf.”
- Patelco Loans Assistance. “If you have a Patelco loan or credit card, you will not incur fees, be penalized, or reported late because of missed payments while our systems are down,” the credit union told members.
Patelco reminded members its ATMs are operating and its branches and call center are open, but can only provide support in a “limited capacity.”
Services Currently Available
In its statement to members, Patelco said the services currently available include:
- Patelco checks you write
- Debit and credit cards (limits apply)
- Direct deposit(s)
- Check and cash deposits
- Bill pay payment (previously scheduled)
- ACH for bills such as cable, rent/mortgage, gym, subscriptions, etc.
- ACH transfers from other banks or credit unions
- Venmo and PayPal to/ from your Patelco account