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Call wait times. 17/4/18

7.00PM ACST - Issue resolved

Call times have resumed to normal, thank you for all your patience and understanding. Our call centre is open from 8am-8pm ACST to assist you with your enquiries.

~~~~~~~~~~~~~~~

Previous updates

4:50PM ACST
Wait times have reduced slightly, but are still longer than normal. We apologise for the delays, and thank you for your patience and understanding.

3:45PM ACST
Wait times are still above normal levels and may continue into the early evening. We apologise for any inconvenience caused and thank you for patience.

1:55PM ACST
Our sincere apologies, wait times have increased above normal levels again, and are currently around 6 minutes. We are working to bring the wait times down to normal levels ASAP, and thank you for your patience in the meantime.

11:25AM ACST

Call wait times are now at normal levels and we will provide further updates if the situation changes. Thank you for your patience and understanding.

10:50AM ACST

Thank you for your patience this morning. Call wait times have decreased slightly, but are still higher than usual. Our additional staff are assisting to reduce wait times as quickly as possible. Thank you for your understanding, and our sincere apologies for any inconvenience caused.

9.45AM ACST

Your calls are very important to us. We have increased our staffing today to handle additional call volumes, the wait times are higher than normal and we appreciate your patience.

If your request is not urgent please send us a message via the secure inbox in internet banking or the app.

 

MYCU members service disruptions

The Mobile App will be switched off from 6am Friday 13 April. You will be able to download and start using the Beyond Bank App from the early hours of Sunday morning.

From 4.25pm on Friday 13 April the following services won’t be available until early hours Sunday 15 April:

  • Telephone Banking
  • Internet Banking

Card Services

All card services will remain in place and members can continue to transact across the weekend using ATMs, payWave, EFTPOS and Visa/Credit Transactions.

Some MYCU cardholders may experience rejected card payments between 3am to 4am on Sunday 15 April, as cards are moved across to the Beyond Bank Systems. If you need access to funds during this time, we ask you to be prepared with cash or try the transaction again later in the morning.

We apologise for the inconvenience caused over the weekend.

Important Message for Android Users

To ensure secure banking and protection of your personal details and accounts, users will need to have Android 5.0 or above in order to access the app, internet banking and website.

We encourage you to ensure your devices use the latest operating systems at all times to protect your information online and continue to access your banking.

For more information, and details on how to ensure continued access to your banking, please click here.

Easter Public Holiday Notice

Please note that our branches will be closed from Friday 30th March - Monday 2nd April over the Easter period.

Our national Contact Centre will only be open on Saturday 31st March from 9am - 3pm (ACDT) by calling 13 25 85.

Internet, Mobile and Phone Banking will continue to be available during this time.

We hope all our customers enjoy the Easter break.

Merger information - Important changes are coming

In November 2017, My Credit Union (MYCU) members voted in favour of the proposal to transfer the business of MYCU to Beyond Bank Australia.

Now, as we prepare to formalise the merger, we need to advise all MYCU members about changes that we need to make to enable you to access and use your accounts from the first day of operations on 15 April 2018 when you transfer over to the Beyond Bank Australia Core Banking System.

For more information on the changes that will occur, visit the MYCU website.

A message to our customers from CEO Robert Keogh

Over the weekend, you may have experienced difficulties making payments and completing your regular banking activity.

This was due to a technical problem that interrupted our network communications for many hours.

The problem was isolated and repaired as quickly as possible and all banking services were fully operational by early Sunday morning.

During this period, we know that many of you were impacted due to the disruption to your banking service.

We are a customer owned bank. Serving our customers is at the heart of everything we do. This incident disappoints us greatly. We seek as an organisation to exceed your expectations and unfortunately, we let you down. I understand this would have been very frustrating and personally, I extend my most sincere apologies on behalf of Beyond Bank Australia.

If you have any particular concerns or further queries, we would be pleased to provide any further assistance that you may require.

Please contact us via secure message in Internet Banking or your App or call us on 13 25 85.

Moving forward, we will learn from this, review our processes and seek to provide you with a banking experience that exceeds your expectations. Thank you for your patience and understanding.

Yours sincerely

Robert Keogh
Chief Executive Officer
Beyond Bank Australia

Systems restored: Card payments, app, internet & phone banking.

12:15pm (ACDT) - Sunday 18 March

All banking services are restored and we sincerely apologise for any disruption or inconvenience you may have experienced. If you have any serious concerns please call our Customer Relationship Centre on 13 25 85 which is open until 1pm (ACDT) today and will reopen Monday 8am (ACDT).

5:30am (ACDT) - Sunday 18 March

We are pleased to advise all banking services have been restored after a technical problem temporarily affected some customer transactions and payments. We apologise for the disruption and any inconvenience caused and ask any members that have serious concerns to call 13 25 85 from 9am (ACDT).

 

--previous updates--

We sincerely apologise for the issues caused and are working hard to resolve the issue. 

Please see below for updates, or more frequent news, view our Facebook updates.

10:15pm (ACST)

The issue continues to be worked on by technicians as a matter of priority and we are hoping for a resolution soon. We sincerely apologise once again for the inconvenience caused.

7:15pm (ACST)

Technicians are still working to resolve the issue and restore services. We will publish updates as they become available.

6:15pm (ACST)

We are awaiting an ETA on the fix for the issue, and will publish updates as we have them available. We once again apologise for any inconvenience caused.

2.00pm

The issue is national and affecting several banks. The cause of the issue has been identified and we are are waiting for a fix ETA.

 

1.00pm 

Our phone systems are now available. We are working with our system provider and Telstra to resolve the issue affecting Internet Banking, App and Cards. 

 

12.00pm 

We are currently experiencing issues with our Internet Banking, App, Cards and phone systems.

We sincerely apologise for the inconvenience caused and are currently investigating the issue. Further updates will be provided.

Issue affecting payments between Beyond Bank members

We are aware of an issue affecting payments from one Beyond Bank member to another using the BSB 805-022 which is causing them to fail.

To resolve this issue, please try the payment again using our new BSB 325-185.

If you have any further issues, please send us a secure message within Internet Banking or the App, or call us on 13 25 85.

Updated Travel Advisory - Mt Agung

Mount Agung volcano in Bali has experienced high levels of activity and periodic eruptions since September 2017. While local authorities remain on high alert, flights are currently not affected and travel from Denpasar airport continues to operate as normal. The travel advisory that was issued in September 2017 remains in place and affects policies that were purchased after 7am (AEDST) Tuesday 19 September 2017.

Please refer to this Travel Advisory for further information.

Failed Payment Issue

On 13th February we started processing payments via the New Payments Platform (NPP) which enables you to transfer money between financial institutions in under a minute, 24/7. We are utilising this platform for as many payments as possible

We are aware that some customers may be experiencing problems sending money to other banks or credit unions, as not all financial institutions are ready to receive NPP payments.

If you experience a failed payment:

  1. Please retry the transaction in the first instance.
  2. If it fails a second time please contact the recipient to check the full account details of the destination account.
  3. If you require further assistance, please contact us on 13 25 85 or send a message via the Secure Inbox within Internet Banking and the Beyond Bank App.

Please note, this issue does not affect your scheduled payments.


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For the security of your accounts, Internet Banking no longer supports Internet Explorer 8 or earlier versions.

As you may know, Microsoft recently made the decision to discontinue its support of Internet Explorer 8 (IE8). This leaves users exposed to potential security risks. As a result, Beyond Bank's Internet Banking will no longer support Internet Explorer 8 or earlier versions. Going forward, Beyond Bank will support Internet Explorer 9 or later to ensure the security of your accounts.

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