Online banking glitches mar credit union debut

The delay stemmed from a change-over of online banking computer systems to the one used by First Future. With the new system, California Coast customers had to set up new user names and reset their passwords to access their online accounts, said Marla Shepard, chief executive of the combined credit union.

Some members were “not understanding how to do that, so they (were) calling the credit union,” Shepard said. “The computer system is not a problem. It's just a matter of handling all of the phone calls.”

Shepard said the credit union is attempting to reach members via e-mail to explain how to set up a new user name and reset their password.

She plans to continue to double the customer service telephone staff today. She also may expand hours again – customer service via telephone was to be available until 8 p.m. yesterday – depending on the volume of calls. Shepard expects the issue will be cleared up by today.

The combined credit union has $1.8 billion in assets, 500 employees and about 25 branches in the county.