On Sunday, March 6th, we experienced an unexpected communication issue between our account systems and online banking. Though the issue never affected actual account balances or access to funds by debit card, many accounts displayed a $0 balance in online, mobile and telephone banking and this also prompted low balance alerts for users who subscribe to them. We were quickly in touch with our online banking partner and the issue was resolved a few hours later.
We later identified a second, related issue impacting access to bill pay and recurring bill payments for some users. We restored access to bill pay for all users Monday evening and scheduled payments were restored by Friday . Any recurring bill payments that customers had set with a process date of March 7th – March 11th went out on March 11th.
While some other banks that use the same online banking partner were impacted by this technical glitch, we want to assure you that this issue was not a result of fraud, hacking or other malicious activity. We have and will continue to monitor closely to keep our customers’ accounts and information safe.
We sincerely apologize for any stress or confusion this unexpected issue caused our customers. Consistent availability and access to account information is a top priority for MVSB and we are working diligently with our vendors to reduce the likelihood of an issue like this in the future. If you have questions or concerns, please call us at 603.279.7986 or fill out a contact form and we will respond to you as soon as possible.