Message to Our Members from the President & CEO

An Open Letter About Online Banking

I am writing to acknowledge and apologize for the recent service interruptions and technical issues that have plagued the HUECU’s online banking systems. Please be assured that these issues only pertain to the member interface, not our core systems, and your personal data has at no point been at risk of being lost or compromised. Regardless, events like this create significant frustration and inconvenience for our members. We consider the recent performance of our online banking system to be unacceptable and inconsistent with the high quality member experience we aim to provide. For this reason, we have made rectifying these issues our top priority.

The system downtime and transaction history errors we experienced resulted from lapses in connectivity between our third party online banking provider and our core data processor. Engineers on both sides are working diligently to ensure the reliability of communications between these systems. In addition, I am in daily contact with the principals of both companies and have authorized all necessary system development to permanently resolve these issues.

As a community financial institution, we partner with several third-party technology firms to provide members the best possible services and seamless access to their accounts. However, recent online banking service levels have not met our high standards for quality, nor have they met the expectations of our members. We are taking these issues very seriously as we evaluate our vendor relationships and will take all necessary measures to ensure system reliability and continued improvement of the user experience. Thank you for your patience and understanding and please contact us if you have any additional questions or concerns.

Sincerely,

Eugene J. Foley
President & CEO