DUBLIN, Calif.–Patelco Credit Union’s systems remained largely offline over the weekend, as the outage has now reached more than a week following by a ransomware attack.
In a statement on the credit union’s website, CEO Erin Mendez first reassured members their money remains “safe and secure,” and then repeated her earlier statements that Patelco is working with “top cybersecurity professionals to investigate and return to full operations as quickly and safely as possible.
“While we do not have a definitive timeline for full functionality of our services, please know that we are bringing all resources to bear to respond to this incident and be assured that we will keep you informed of our restoration progress,” Mendez stated.
The $9.7-billion Patelco, which has more than 500,000 members, first confirmed around June 28 that a “serious security incident” had knocked member access to electronic access to balance inquiries and more. It subsequently confirmed it had been hit by a ransomware attack.
Services Update
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
‘We Hear Your Frustrations”
“Thank you for your continued support and flexibility,” Mendez stated in the message to members. “We hear your frustrations. Our teams – alongside trusted, experienced advisors – are working tirelessly to get back to business as normal as quickly and safely as possible. Please know that this is my singular focus.”
‘Be Vigilant’
Patelco is also cautioning members on its website to “remain vigilant” for any suspicious communications.
“Our Patelco team will never reach out to you directly via phone or text to ask you to reset your password or share your credentials,” the credit union stated.