SEFCU responds to customer concerns over upgrade

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ALBANY, N.Y. (NEWS10) – SEFCU addressing concerns after some Capital Region customers experienced issues with the company’s system upgrade.

SEFCU says their upgrade was a success.

It was a two-year project that the bank says will provide members with a better banking experience.

The bank released this statement about the upgrade:

SEFCU’s recent computer system upgrade was an incredible success. This two-year project that included more than 350,000 hours of work and collaboration will provide SEFCU members with a more efficient and secure banking experience. During this effort, SEFCU and its technology partners seamlessly converted approximately two-million accounts. Thanks to this advanced new system, SEFCU will provide a more personalized and user-friendly experience to the people who depend on our support to meet their financial needs.

Given the scope and complexity of this endeavor, when we made the strategic decision to upgrade our technology to prepare for long-term stability and capability, we knew that some of our members would experience temporary service disruptions and delays, including issues with debit cards, online account access, and longer wait times.

Throughout the process, we took several proactive steps to minimize the impact to our membership, including delivering multimedia communications months in advance, hiring approximately 125 new employees, and extending service hours. While the vast majority of SEFCU members experienced a smooth transition, and we have returned to normal operations, we apologize to any members who may have had a problem. If any issues develop, we encourage our members to call or visit a SEFCU branch at their earliest convenience so we may work directly with them to find a fast, positive resolution.

If any issues develop, SEFCU recommends customers call or visit their local branch.

Copyright 2019 Nexstar Broadcasting, Inc. All rights reserved. This material may not be published, broadcast, rewritten, or redistributed.

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