DUBLIN, Calif.–Although it’s the question it’s getting most frequently from its members, Patelco Credit Union said it still can’t provide a date for when online services will be restored as it seeks to recover from a ransomware attack. But it close to halfway there, the credit union said.
A s 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.
In its most recent update posted on its website, Patelco said it continues to work “diligently” to recover operations. It has said in previous posts that the outage could last for “weeks.”
‘Committed to Sharing’
“I want to address the question many of you are asking about the date when systems will be up and operational with access to account information and online/mobile banking,” CEO Erin Mendez said in an online statement. “We recognize this is critical information to get to you as soon as possible. Although we don’t yet have a specific date to share with complete confidence, we are committed to sharing status updates along the way.
“As mentioned before, our infrastructure is stable, secure and we are making positive momentum daily toward our final goal: getting back to business. In addition, we are working around the clock to catch up, which includes processing transactions (e.g., recording ACH and check transactions to your account) and those recorded in-person at a Patelco branch,” Mendez continued. “We expect to make 50% progress on this task by tomorrow and are expecting to be completely caught up by the end of the week. Once that happens, we will be able to confirm the date when you will be able to access your accounts.”
Some Transactions Being Processed
In a prior update, Patelco said it has “stabilized” its network and begun processing transactions.
As CUToday.info reported previously, in a recent 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.”