The North Georgia Credit Union (NGCU) has informed members that it is facing technical issues with its card processor.
The credit union, with locations in Toccoa, Clayton, Hartwell and Lavonia, shared an update on its Facebook page Thursday, Feb 20.
In the statement, NGCU explained that its card processor, FIS Global, issued temporary credits to members during a recent system outage, which was reportedly triggered by a power failure at a major processing facility. The bank clarified that these credits were intended as a gift to members.
“We understand your frustration and want to assure you that we are just as upset about this situation,” the company said. “This issue was caused by our card processor, FIS, and is completely out of our control. However, we are committed to helping our members navigate these challenges and are here to answer any questions.”
Officials with the credit union said that the card processor later reversed the credits, leaving customers with unforeseen charges or low balances.
Between Jan. 17 and Jan. 24, the bank explained, the card processor has been processing delayed transactions that hadn’t cleared, resulting in delayed deductions from some customers’ accounts. In some cases, customers may also be seeing low account balances.
“Additionally, with delayed transactions now being processed, some members may see multiple charges hitting their accounts at once, which can be alarming,” a statement from the bank read. “We understand how frustrating and overwhelming this can be, and we want to assure you that we are here to help you navigate the situation.”
Customers who experience low balances or issues their account should contact their local North Georgia Credit Union.
“We deeply regret the confusion and frustration this has caused,” NGCU said in the statement. “We pride ourselves on serving our members with honesty and integrity, and we are disappointed that FIS’s actions have put us in this position. While we cannot undo what FIS has done, we can promise to continue fighting for transparency, accountability, and fairness on your behalf.”
