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Vancity online banking down for nearly two days

Last Updated Oct 5, 2018 at 5:58 pm PDT

(Sonia Aslam, NEWS 1130 Photo)

Vancity's online banking has been down since October 3

The bank says it's not because of hacking

Some customers are reporting some services at the branch and on the phone are down as well

VANCOUVER (NEWS 1130) – It’s been nearly two days and Vancity’s online banking is still down.

Some customers are reporting they can’t do banking in person or on the phone either.

Customers are still going to have to wait a while for online banking services to be restored: the financial institution hasn’t given a timeline for when the service will go back up. A representative from the financial institution is saying they have ruled out the possibility of a security breach or hacking as the cause.

One customer, who didn’t want to be named, says it’s impacting his service at the branch as well.

“You know, you want to e-transfer money, you can’t do that. Then I thought, oh I’ll go to the branch today. Nothing’s working. So then I called the call centre, and they said we can’t give information because our systems aren’t working either I guess you can go to an ATM.” he said. “Even the call centre said to me the ATMs may or may not working either. I’ve just given up. Thank god I have a Royal Bank account.”

Tamara Vrooman with Vancity says the banking problems aren’t affecting ATMs, Visa or debit transactions. She said knows the outage has been frustrating for customers.

“We know that so many of us rely 100 per cent on technology – I certainly do, our members do – and so this is a big inconvenience or them, and we recognize that,” she says. “Frankly, it’s been a little more difficult to determine what the exact cause is.”

Online banking was also out earlier this week on Monday, but it appears it was restored the same day.

The bank says they will continue updating customers on their website on when service could be restored.

Vancity says its branches that are usually closed on holidays will be open throughout the weekend.

Members will be able to walk in between 9:30 a.m. and 3:00 p.m. Saturday, Sunday and Thanksgiving Monday.