Important information Regarding Our System Outage
monday, january 8, Executive Team Update:
Dear Valued Bayer Heritage FCU Member,
All late fees, overdraft fees, courtesy pay fees, transfer fees & atm fees incurred November 1 to November 9, 2023 have been refunded.
We wanted to take a moment to express our sincere gratitude for your continued membership and support of Bayer Heritage Federal Credit Union. Your patience and understanding towards our team was greatly appreciated.
We understand the inconvenience caused by the recent cyber incident, and we sincerely apologize for any disruption this may have caused. We are writing to inform you that we have identified the fees incurred during this period and have initiated the process of refunding them to your account today.
The refunded amount should be reflected in your account shortly. If, for any reason, you do not see the refund or have any questions regarding the process, please do not hesitate to reach out to our dedicated customer service team at 1.800.272.6003.
Once again, we sincerely apologize for any inconvenience caused by the system outage. We greatly appreciate your understanding and continued support.
Thank you for being a valued member of Bayer Heritage Federal Credit Union.
Sincerely,
Bayer Heritage Federal Credit Union Executive Team
Funds Are Insured and Secured By NCUA
Thursday, November 9, Executive Team Update:
Dear Valued Bayer Heritage FCU Member,
We want to provide a brief update on our restoration efforts following the cyber incident that occurred on 11/01/2023 which resulted in our systems and phones being unexpectedly disrupted. Our teams have been working tirelessly to bring our systems back online as quickly and safely as possible.
Progress is being made every day and though the situation is fluid, gains are being made hourly. Our hope is to have the usual branch services back online within the coming days. We’re continuing a deep forensic investigation to ensure the safety of your data and will give updates as the situation progresses. For now, take comfort in the fact that Bayer HFCU accounts are insured by the NCUA; the standard share insurance amount is $250,000 per share owner, for each account ownership category. Additionally, the credit union has separate insurance and protections for these types of cyber incidents.
All BHFCU branch locations are open. For the time being, we continue to operate on a mostly manual basis with limited services. Members are able to access their finances through our ATMs, online banking, mobile banking, and shared branching. Auto-transfers, payroll and direct deposits, and debit and credit cards continue to work without interruption. Our staff is assisting members to the best of their capabilities as channels of communication remain very restricted.
We sincerely regret the inconvenience and concern this has caused. Your trust and confidence in Bayer Heritage Federal Credit Union are of the utmost importance, and we will continue to provide updates until our services are fully restored. We appreciate your patience and support.
Please watch for updates on our social media platforms, your email, and our website.
Thank you,
Bayer Heritage Federal Credit Union Executive Team
Funds Are Insured and Secured By NCUA
Sunday, November 5, executive team Update:
Dear Valued Bayer Heritage FCU Member,
We are writing to inform you of a situation that we recently experienced. On 11/01/2023, Bayer Heritage Federal Credit Union experienced a cyber incident that resulted in our phones and systems being disrupted unexpectedly. With the assistance of our 3rd party vendors, we have contained the situation and are performing forensic investigations to determine what, if any, data has been compromised. Efforts are ongoing to bring our systems back online as quickly and safely as possible.
For the time being, we are operating on a manual basis at our branches with limited services. Members are still able to access their finances through our ATMs, online banking, and mobile banking. Auto-transfers will continue to transfer. Debit cards and credit cards will also continue to work. Payroll and direct deposits will continue to post to accounts as well.
We deeply regret the inconvenience and concern this has caused for our members. Your trust and confidence in Bayer Heritage Federal Credit Union is of the utmost importance, and we will continue to provide updates as we progress through this challenging time. We appreciate your patience and support.
Please watch for updates on our social media platforms, your email, and our website.
Thank you,
Bayer Heritage Federal Credit Union Executive Team
Funds Are Insured and Secured By NCUA
11.14.23 updated Questions and answers:
Is your phone system working yet?
Good news! Our phones are back online. Please be aware that you may experience longer than usual hold times as our staff assists other members.
Have your system services been restored?
More good news! All of our branches are open and operating with most services available.
Can I dial a specific staff extension when calling in?
No, at the current time you are not able to dial extensions.
When will I find out the status of my holiday special Share Certificate application?
Employees will be reaching out as soon as possible to continue processing submitted applications.
When will I find out the status of my holiday special Santa Helper Loan application?
Employees will be reaching out as soon as possible to continue processing submitted loan applications.
Can I do a wire transfer?
You can stop by any branch location to do one.
Is there a direct number for iTalk 24-hour automated phone teller?
Yes, the direct number is 800.695.8519
Are all automatic payments outside of credit union payments be made?
Yes, all automatic payments that were already set up will continue to be paid.
If I mailed or made a deposit at a BHFCU office, when will it be in my account?
We are working diligently to get all transactions manually posted to accounts. Please check online banking or the mobile app to see if your account has been updated.
Can I make loan payments online?
Yes, you can use our online Payment Portal to make quick, secure payments from other financial institutions. The $5 convenience fee will be refunded once our system access is restored.
Will the late fee be waived on my loan?
Yes, all late fees incurred during this system outage will be waived.
Has my information been compromised?
We are still working with our 3rd party vendors performing forensic investigations to determine what, if any, data has been compromised.
Can I go to a branch or a shared branching location and access my money?
Yes, you can access up to $200 at your local BHFCU branch office. You can also access your money through a shared branching location. Access Our Locator
Can checks be cashed?
Yes, as of now, checks can be cashed up to $200.
Can a member use an ITM/ATM?
ATMs are currently accessible. The limit at an ATM is $500. ITMs are currently not accessible.
Will my direct deposit still be posted to my account?
Yes, direct deposits are being posted to accounts.
Will my debit/credit card still work?
As of right now, all cards are still working unless fraud is reported on them by the member.
When will I be contacted about my loan application?
As of right now, loans will be processed as soon as the system is back up and running.
Can I cash my payroll check?
Yes, we will be cashing known payroll checks for our members.