Letter from the CEO

I want to speak directly to you about the recent challenges we’ve encountered with our new home and mobile banking platform. Our team has worked hard with multiple vendors to deliver a more modern, secure, and user-friendly banking experience.

We understand that change can be difficult, especially when unexpected issues arise. Although we thoroughly tested the app and didn’t foresee any significant issues, we now realize that the transition has been far more difficult than anticipated. This is not the standard we set for ourselves, and I sincerely apologize for any frustration or inconvenience this may have caused.

Please know that our team is working tirelessly alongside our app and web development teams to resolve these issues. Our top priority right now is launching the app for Android users via the Google Play Store.

Additionally, tonight at midnight, our app development team will be upgrading the system to address several issues that led to the app’s rejection by Google. Once the team completes their testing, the app will be submitted again to the Google Play Store. At that point, we’ll be at the mercy of Google’s review process to launch the app. If everything goes as planned, we anticipate the app will be available in the Play Store by late afternoon on Tuesday.

I fully understand the importance of having a smooth experience, and I apologize for the delays and challenges you’ve encountered. We are committed to addressing these issues as quickly as possible and will keep you updated on our progress. While I can’t provide an exact release time for the Android app yet, please know that it is our highest priority.

Over the past two weeks, our team has worked relentlessly to assist members with enrollment and accessing their account information. We’re pleased to share that, as of today, more than 8,400 members have successfully enrolled!

We’re excited about the new features and improvements the app brings, and we acknowledge that there’s still work to be done. Our focus is on ensuring it meets the high standards you expect and deserve. Above all, we are committed to our mission of helping people live better lives, and we genuinely appreciate your patience and understanding throughout this transition.

Thank you for continuing to trust us as your financial institution. We remain dedicated to overcoming these challenges and ensuring your experience with our services is reliable and something you can take pride in.

Sincerely,

Cindy Duke
CEO