WASHINGTON, D.C. — The Consumer Financial Protection Bureau (CFPB) has taken decisive action against VyStar Credit Union following its flawed deployment of a new online banking platform that adversely affected its members. Announced last week, the CFPB’s measures come in response to substantial consumer harm caused by VyStar’s botched system launch in May 2022.
VyStar, one of the largest credit unions in the United States, with assets totaling approximately $14.75 billion and over 980,000 members, attempted to transition to a new online platform. However, the rollout was marred by significant issues, including prolonged outages and a lack of essential functionalities, some of which remained unresolved for over six months. These complications left members unable to perform basic banking functions such as accessing funds and managing accounts, resulting in financial distress and additional fees.
CFPB Director Rohit Chopra criticized VyStar’s management for their mishandling of the platform launch, stating that the credit union’s errors left members without access to their accounts. The failures were exacerbated by VyStar’s decision to launch the platform prematurely despite internal warnings, a move that resulted in widespread disruption and financial harm to consumers.
As part of its enforcement action, the CFPB, in collaboration with the National Credit Union Administration (NCUA), is requiring VyStar to compensate affected consumers by refunding all fees incurred due to the outage. VyStar is also mandated to reimburse any outstanding third-party costs, including those related to interest.
Furthermore, VyStar must reform its processes for future system updates to prevent similar occurrences. These reforms include developing robust contingency plans and ensuring adequate customer support resources are available to assist consumers during system upgrades. In addition, VyStar is ordered to pay a $1.5 million civil penalty to the CFPB’s victims relief fund.
NCUA Chairman Todd M. Harper emphasized the importance of credit unions prioritizing member interests, noting that VyStar’s failures extended beyond consumer harm to include strategic and reputational risks. The NCUA’s involvement highlights the systemic impact of VyStar’s missteps, which posed broader safety and soundness concerns.
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