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Notification

NEW UPDATE 5/18/18, 9:30 AM: The delayed posting issue on debit card transactions has been corrected; however, we are continuing to monitor to ensure the issue does not resurface. Below are updates to a few questions previously addressed.

  • Duplicate Transactions: If you find that you still have a duplicate transaction, please contact the credit union by calling 800.231.6053 or send us a secured email.

  • Fees: The Debit Card Transaction Overdraft Fee and Debit Card Transaction Overdraft Protection Fee will remain off for the next 24 hours while we continue to monitor transaction postings.

  • Shared Branching Network: Shared Branching has been turned back on as of today; however we would like to remind everyone that check deposits and/or loan payments can be made electronically using our Mobile App or the Loan Payment Center.

  • Account Balance: Available account balances are accurate at this point.

  • ATMs: All ATMs are functioning normally, including balance information and deposits.

Posted 5/15/18, 8:45 AM: As of late yesterday evening, the delayed posting issue on debit card transactions has been corrected; however, we are continuing to monitor to ensure the issue does not resurface. While a majority of the account issues have been corrected, we are currently working through some exceptions that will require manual posting and are doing so as quickly as possible. Below are updates to a few questions you may still have: 

  • Account Balance:  With the exception of duplicate transactions and items that will need to be manually posted, your available account balance should show pending transactions moving forward.

  • Duplicate Transactions:  If you find that you do have a duplicate transaction and do not see a reversal, please contact the credit union.

  • Fees: The Debit Card Transaction Overdraft Fee and Debit Card Transaction Overdraft Protection Fee will remain off until we see that the transaction posting is stable.

  • Shared Branching Network: Shared Branching will remain down at this time. As soon as we’re able to bring the network back up, we will provide additional notification.

  • ATMs: All ATMs are functioning normally, including balance information and deposits.

5/14/18, 4:50 PM: At this time, all Debit Card Overdraft and Debit Card Overdraft Protection fees charged as a result of our connectivity issue on Wednesday, May 9 and Thursday, May 10 have been reimbursed to member accounts.


Posted 5/14/18: On Wednesday, May 9th, AMOCO performed a scheduled upgrade to our systems. Since this upgrade, we have experienced connectivity issues causing debit card transactions not to post to member accounts. While we continuously work with our third party vendors to identify and resolve the issue as soon as possible, we know you have questions and hope they can be answered with the information below:

  • Can I still use my debit card? Yes, your debit card will work; however, your transactions may be delayed in posting to your account.

  • Are direct deposits affected? No, there is no effect to direct deposit with the exception of transactions initiated via PayPal, Venmo, or Square. Regular employer payroll deposits initiated via ACH are not affected. If you are impacted because of a deposit through one of these channels (PayPal, Venmo, or Square), please email or contact the credit union and provide a copy of the credit amount that’s in transit to your account. With this information, we are able to provide temporary funds until the issue is resolved and your deposit arrives.

  • Is Mobile Deposit affected? Mobile deposits are not affected unless initiated via PayPal, Square, or Venmo. If you are impacted because of a deposit through one of these channels, please email or contact the credit union and provide a copy of the credit amount that’s in transit to your account. With this information, we are able to provide temporary funds until the issue is resolved and your deposit arrives.

  • Is AMOCO waiving fees I’m being charged because of this issue? Yes, on Friday, May 11th, fees were turned off for Debit Card Overdrafts and Debit Card Overdraft Protection. Any fees charged last Wednesday or Thursday because of this issue will be reimbursed by the end of this week.

  • Why are there credits on my account that show “REVERSED WITHDRAWAL FOR OPERATION”? This is related to the same communication/connectivity issue. In most cases, this means the transaction has not been deducted from your account and the available balance visible to you is not accurate. We understand this is very frustrating and we’re working to get these transactions posted to your account as soon as possible.

  • Why was my transaction declined? There are several reasons your card could have declined. We would need to gather more information to determine the root cause of the decline.

  • When will this be corrected? We’re unable to provide a specific timeframe for correcting the issue, but we can assure you we have been and are continuing to work diligently with third party vendors to resolve this issue ASAP. Until this is resolved, it’s likely you will see additional transaction posting delays and reversals.

  • Is Shared Branching working? No, shared branching is not working at this time as it is related to the same communication issue.

  • It appears I have duplicate transactions on my account history. What should I do? If this has occurred, there should also be a reversal of that same transaction; however, if this is not the case, we may be able to provide temporary funds until the issue is resolved and the reversal has been applied.

  • What if I can’t afford to wait for a transaction to be reversed to get my funds back? If you need your funds more immediately, the credit union will be providing provisional credit on a case-by-case basis.

  • Is my available balance accurate? Although we realize this is extremely frustrating, at this time we cannot guarantee your account balance is accurate. In order to determine your true balance, please refer to your account balance as of Tuesday, May 8th and reconcile all transactions from that point. Please note that if a legitimate transaction was reversed, that will need to be taken into consideration.

  • Why does the ATM tell me my balance is $0? This is related to the same communication/connectivity issue and until resolved, the ATMs are not able to provide you with balance information.

  • I paid a bill with my debit card and it was never deducted from my account or it’s showing a reversal. Will it show that I’m late in making the payment? If you initiated a debit card transaction to pay a bill and the merchant received an authorization, you should not be reflected as late on their side; however, you should always verify with the merchant. If it is determined that this is not the case, please contact the credit union.

Please know we are here to help you through this unfortunate situation. We are continuing to work diligently with all involved parties to identity and resolve this issue ASAP. Our sincerest apologies for the inconvenience this has caused.


5/12/18: Shared Branching Please be advised that all shared branching services are currently down. This includes guest members, and also AMOCO members conducting business at one of our co-op shared locations. Please check back or follow us on social media for updates.

Debit Card Transactions We are also currently experiencing an issue with our debit card processor which may cause a delay in the posting of debit card transactions to your account. We are working to resolve the issue as soon as possible. We appreciate your patience and apologize in advance for any inconvenience.

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