A Message on the Digital Banking Upgrade from Jeff Kennedy, CEO

On behalf of TwinStar Credit Union, I want to thank you for your patience and membership. I know the last couple of weeks have been challenging for everyone as we made the move to a new digital banking platform. We are embarking on a journey that will enable us to provide you with the best services moving forward. It will set the foundation for us to quickly respond to your financial needs in an everchanging world.

Why did we make the change? To deliver a meaningful and personalized digital banking experience that empowers you and makes your life easier. The previous platform did not meet our requirements for your future needs, and we needed to change it. We are now able to add new features and services as they become available. Modernizing our digital services will allow us to evolve and enhance your banking needs seamlessly.

In the first two weeks, we’ve moved over 60,000 of you and counting over to the new digital banking platform. That’s quite a feat. Many of you are using the updates without any issues. However, there have been hiccups during the change. With a project as large as this one, things broke where we didn’t expect it. We started this update with ease of use in mind, but we also recognize the updates created problems for some of you. We heard your voices, and solving your problems is our priority. We have already fixed a majority of the outstanding issues and are working tirelessly on the remaining ones. Please watch this post regarding open and resolved digital banking issues, plus upcoming new features.

I want you to know that, without a doubt, we are listening to you. Your feedback helped us identify issues, and we made those a priority. We are continuing to make improvements based on your comments and experiences. Every member is being answered and helped by a live person – whether on the phone, chat, secure messaging or social media. If you have requested that we not respond, we will honor that as well. YOU are the credit union and we take that seriously. You help make us better.

With that in mind, we’ve made it easier for you to share your comments and thoughts with us at TwinstarCU.com/contact. Please know we read and save every comment you share with us. You help move the needle on issues, so we are aware of them.

Again, I want to thank you for your patience and your loyalty. We are working every day to improve your banking experience, whether online or in person. Thank you for going through this change with us, and we are expecting great things now and in the future.