December 11th, 2012

Thank You for Your Patience During the Upgrade

As you know, SMCU’s Online Banking has been upgraded to a more streamlined and secure platform and we believe that most of our members are enjoying the new experience. However, since November 27 we have received numerous calls and messages from members about issues that resulted from the upgrade. While most Online Banking users transitioned to the new platform with only minimal interruptions, some members experienced very frustrating complications. We want you to know that we regard this situation as unacceptable. For eighty years, SMCU has worked hard to earn your trust by giving personalized attention to every member. We wish to offer our assurance that we are doing everything we can to restore the level of service excellence you have come to expect from your financial co-op. We are listening, and we sincerely apologize for your inconvenience. Please continue to reach out to us on our blog, Facebook, or by writing directly to our management team. Your feedback is appreciated and read with great interest.

Sincerely,
Richard Romero,
CEO, Seattle Metropolitan Credit Union

14 Responses

  1. Robert says:

    I’m a Mint user. Since the upgrade, no transactions after 11/26/2012 have been uploaded to Mint. Please advise if SMCU is communicating this disconnect with Mint.

    Thank You.

    • SMCU says:

      Thank you for bringing this issue to our attention, Robert. We will try to get this problem resolved as quickly as possible. Please check back for an update.

      • M.B. says:

        Checking back in on this, I have the same situation that Robert had. I have contacted mint several times, but I think the issue is probably on SMCU’s side.

      • SMCU says:

        Hello,

        We apologize for the delayed response. The majority of SMCU members who use Mint have successfully connected their accounts, so the Online Banking Upgrade doesn’t seem to be the issue. We’ve spoken with Mint and they advise you to troubleshoot your individual accounts with them directly. Here is a link to their contact form: https://www.mint.com/help/#more-help

        Thanks for checking back in on this issue. Please let us know if you have any other questions.

  2. Joey Encizo Lopez says:

    Hello:

    It has been a long time since I have accessed my account on-line. What is the URL link to SMCU?

    Thanks,

    Joey

  3. Jason says:

    Are you working on creating an app for IOS and Android devices?

    This is more of a necessity than a nice to have.

    Jason

    • SMCU says:

      Thanks for the question, Jason. We are currently exploring mobile solutions and app vendors to find the best fit. We understand the importance of mobile banking apps and hope to provide this for our members in the future.

  4. Sus Shawhan says:

    Please excuse my impatience. I have been trying to access my account online and have gone through phone calls, emails and online ‘help’ — this has to be the worse system I have ever used in my 23 years online! I do appreciate security, but I don’t understand why *anyone* would want a new password sent to them by mechanical voice via phone.

    • SMCU says:

      We sincerely apologize for the inconvenience, Sus. We forwarded this to our Contact Center, who says they have resolved the issue for you. Please let us know if you have any other questions.

  5. Tom says:

    What has happened to easy access to the estatements?

    • SMCU says:

      Hi, Tom,

      If you are asking about the link within the eStatements email, it was removed for security reasons.

      As for viewing your eStatements within Online Banking, you’ll now find the eStatements link under the “Additional Services” tab.

      We are working with our technology vendor to return the link to the main navigation bar for easier access.

      Thank you for your feedback.

  6. Paul Everitt says:

    I am in almost the same boat as Sue except that it’s Sunday, Jan. 27, so phone calls are not an option. This is not the first time SMCU’s “system” has gone gunnybags for me as far as ability to log on. Doesn’t recognize password, puts up a telephone number THAT ISN’T MINEfor sending a password and then challenge questions that also WEREN’T MINE. SMCU needs to get my access fixed, with the already existing password, or I will be leaving, after 25+ years, to look for an institution that will keep things straight even through “upgrades.” You have until Jan 31.

    • SMCU says:

      Paul,

      We will have someone contact you by phone to troubleshoot this. We truly apologize for the frustration you are experiencing with Online Banking. We sincerely appreciate your membership and will do everything we can to make this right for you.