Service Disruption Frequently Asked Questions
Q. What happened? Is my data safe?
Our core technology provider is experiencing a service disruption related to a cooling failure at the third-party data center that hosts our systems. This is a service availability issue, not a security incident. There has been no data breach or unauthorized access to member data identified.
Q. Can I come in-branch and be waited on?
Yes, we are open during normal business hours both in the lobby and drive-thru to accept deposits, make payments, and make withdrawals, etc. You will be handed a paper receipt.
Please note, we may ask you for your phone number so that we can reach you in case there are any questions once the system comes back online.
Withdrawals - we do have a $100.00* (per day) limit while the system is down.
Q. What happens to my transaction since the system is down?
Deposits - we are accepting cash and check deposits. They will be posted once the system comes back online.
Loan Payments - we are accepting cash and checks for loan payments. They will be posted once the system comes back online.
Withdrawals - we do have a $100.00* (per day) limit while the system is down.
Q. Can I use my debit card?
Yes, when the system is down, our stand-in limits go into effect.
Q. What does stand-in limits mean?
POS - You are allotted $100.00* per day in point-of-sale purchases.
ATM - You are also allotted $100.00* per day in ATM cash withdrawals.
Q. Can I use my credit card?
Yes, your transactions will be approved based upon your limit and recent usage. However, if you are close to your limit, we will not be able to make payments to free up your available credit while we are down.
Q. Can I write a check?
Yes, you can continue to write checks/eChecks.
Once the system comes back up all deposits, checks, ACH, debit purchases, etc. will clear in the order they were presented.
Q. Can I pay bills?
MCWV Bill Pay - If you are utilizing the credit union’s bill pay system, anything you have previously set up for automatic payment will continue to process. However, you will not be able to add, revise, or delete any bills while the system is down.
Other Third Parties - If you are using a third party such as Appalachian Power, and you choose to use your checking account via an ACH item, yes, you can continue to make the payment to your third parties.
Once the system comes back up, all deposits, checks, ACH, debit purchases, etc. will clear in the order they were presented.