Customers of First Citizens Bank in Raleigh, N.C., have been unable to access their accounts online since the company upgraded its digital platform on Monday.
The glitch is due to a new security access code that customers must use to access the system, the Triangle Business Journal reported Wednesday, citing a company spokeswoman. The online bill pay system failed to migrate to the new platform and required customers to set up billing schedules from scratch. The $33 billion-asset First Citizens purchased the system from Q2 in Austin, Texas.
Separately, First Citizens reported an outage with its ATM provider on Wednesday, the Business Journal reported. The ATM outage is not related to the online-banking problems. Additionally, some customers who were recently issued EMV chip-enabled cards have been unable to activate the cards.
First Citizens did not return calls seeking comment.
The bank has sent customers instructions on how to correct the problems. First Citizens has kept customers informed problems through its call centers and notifications on its website and Facebook page.
“We recognize inconsistencies remain with the login experience. However, once you’re successfully in First Citizens Digital Banking, you should be able to access your accounts and perform the same transactions you’ve been able to do previously,” First Citizens said on its Facebook page. “The technical challenges we’ve been dealing with are in no way related to the availability and safety of your funds, or the importance we place on your relationship with us.”