EDWARDS, Calif.—Edwards FCU has reached out to members with a statement apologizing for the “recent challenges we've faced together during the launch of our new online and mobile banking services.”
President and CEO Carter Pope acknowledged in a message to members that many have felt “inconvenience and frustration,” saying the $260-million intent had been to enhance the mobile and online banking experience by providing a more robust digital encounter without disruption.
‘We Fell Short’
“Unfortunately, we fell short in delivering on that promise,” Pope wrote. “For months, our team conducted thorough testing, and every indication suggested we were ready for a smooth transition. The morning of our conversion our vendor partner had a loading error when turning the new system on causing issues for our Bill Pay users. In addition, there was confusion around how to sign into the new online and mobile banking platform causing many members to get locked out and unable to access their accounts. Both issues caused a rippling effect, overloading our phone lines, increasing delays in reaching the credit union to resolve the issues.”
Personal Email Address Shared
Pope said the credit union has put in place a more robust communication plan and that it is working “around the clock” to resolve the issues. He shared a personal email address for members to provide feedback.