ROANOKE, Va. — Some members of Virginia Credit Union reported being unable to access their accounts, make payments or view accurate account information following its merger with Member One Credit Union. Virginia CU said the number of members affected has been small and the issue is being resolved.
As the CU Daily reported earlier, Member One had been operating as a division of VACU before being integrated into VACU earlier this month.
Members told WDBJ they experienced problems ranging from locked online banking access and inactive debit cards to long customer service wait times in the days following the system transition.
“I’m still locked out of the online banking system. I can’t access money or pay bills. This is a disaster,” customer Melissa Garrett said, according to WDBJ.
Another member, Keyata Andrews, said her debit card stopped working before the merger was completed and that a replacement had not arrived, leaving her unable to access funds. “I had no access to my money after that,” Andrews told WDBJ, adding that she was unable to pay for groceries, gas or scheduled bills, including insurance payments.
Other Concerns Shared
Other members raised concerns about account access and privacy. Ariel Ryan said a parent who had previously been removed from her account regained access following the merger, and she was told the issue could only be resolved by closing and reopening her accounts, WDBJ reported.
‘Small Number of Issues’
Virginia Credit Union said in a statement to WDBJ that most members were able to enroll in online banking successfully and that a small number of issues were tied to information mismatches, such as outdated addresses or name changes.
The credit union also said some members may not see all accounts in online banking dashboards but that the issue can be resolved with assistance. It added that Member One-issued cards are no longer active and encouraged members to activate newly issued cards, noting some were returned due to incorrect mailing addresses.
Fee Issue Resolved
Virginia Credit Union said it had resolved an issue involving erroneous $2 ATM fees and refunded affected members, according to WDBJ.
The institution said direct deposits are processing as expected and that it has increased staffing at call centers and deployed additional personnel to branches to assist members during the transition.
Despite those efforts, some customers told WDBJ they are considering moving their accounts elsewhere, citing ongoing access issues and concerns about account security.
