Sunday, July 9, 2023

Dear ACFCU Members,

I wanted to take this opportunity to personally reach out to you regarding the technical difficulties some of you experienced with your debit cards and online and mobile banking over the weekend.  

We can assure you this was not related to a security breach. We have been in the process of moving our administrative offices from Gray to downtown Kingsport. Issues with our third party vendors during the physical move of our servers caused connectivity issues we had not anticipated.

In today's environment, many of our solutions are in the Cloud. Cloud services enable users to store files and applications on remote servers and then access all the data via the Internet.

In addition to utilizing Cloud services, critical pieces of our data are still housed on internal physical servers which provide functionality for many of our programs. 

We did our best to ensure a smooth transition of these physical servers, but, ultimately, we faced some roadblocks.  We know we let you down, but our team has been working around the clock to fix these problems.  

We believe any issues with debit card transactions have been resolved.  Unfortunately, online and mobile banking are still down at this time. Please contact us at 800-378-3778 during normal business hours for immediate assistance.  

We are also doing our best to reach out to members who experience issues after normal business hours.  You can email us at experience@myACFCU.org or send us a private message on Facebook.  

Your Appy Team is committed to providing you, our members, with the highest level of member service, and no one is more disappointed with the turn of events over the weekend than our team.  

We humbly ask you to accept our deepest regrets and apologies.  Please know we remain committed to earning your trust and your loyalty.  We are proud to be your credit union.  Thank you for your patience and for your membership.  

Sincerely,

Andrew J. Mullins III,
ACFCU CEO & President