Update as of Saturday September 19th @ 2:30 PM
All services are functioning normally including mobile banking and online banking.
We apologize for the challenges this week. We will be working hard to make sure this doesn't happen again in the future.
P.S. Thank you for the love and support we have received from our members! We are all here because we support each other, and your kindness and patience helped us all get through this.
Frequently Asked Questions
Can I see my balance?
As of 2:30 on Saturday 9/19 all systems are functioning normally.
Did my deposit post?
All deposits we have received posted. All payments also posted that were made via electronic payments (payments via online banking may need to be retried--we will revisit when this system as up. Mobile Deposits from Tuesday will be posted on Monday.
Do ATM Withdrawals Work?
Yes ATM withdrawals work and will show you the accurate balance other than the in-person transactions. Please be patient as we work through posting htese.
Did you charge me fees for my transactions/overdrafts?
We did what we could to turn off all fees before posting transactions. Even so, members may have been charged transactions for debit cards that posted or other transactions. Please let us know and we will refund your fees. We appreciate your patience with this. We have turned off deposit account fees and they will stay off through the end S
Does shared branching work?
Yes, shared branching works today.
My payment didn't go through and now I owe someone a late fee - will you cover that fee?
We plan to help members with these fees and will be reviewing them on a case by case basis. It may be faster if you ask the other party to waive the fee but we are here to help you.
Should I verify my balances and transactions when I can see my account?
Absolutely, please verify all your transactions when you can see your transactions. You can also verify end of September statements please make sure to validate all of your transactions
My transactions are all out of order, what happened, what order will transactions post in?
All transactions are posting as of 9/18. The order may be abnormal and show negative balances at times. Basically, what happened is that when we came back online, all debit transactions done between 9/15 at approximately 11:57 and we came up, started flowing in. They do not necessarily come in order. When we were up we posted all electronic deposit and payment files (also known as ACH) and checks drawn on the credit union. Electronic payment files were posted first, because they include deposits. Your end balances should match what you expect if you were to do a check register. We are happy to review your transactions with you.
Information about the System Outage
What Happened?
Our core banking provider, Sharetec, experienced a significant infrastructure failure at the data center that hosts their systems. The issue was caused by equipment damage following a cooling system failure at the facility. This resulted in an outage affecting more than 200 credit unions nationwide.
While this has affected the availability of certain services, the recovery effort is focused on preserving the integrity of member account information. In other words, the priority is making sure your account information is correct when systems are restored.
Is my money safe?
Yes. The core banking system provider, has let us know there has been no data breach and no unauthorized access to member information. The disruption was caused by a data center infrastructure failure and not by unauthorized access to systems or member data.
Genesee Co-op
Subscribe to our RSS feed for ongoing updates.
