Message from Our President & CEO

To our valued membership,

As you are likely aware, Sterling United FCU (SUFCU) has experienced issues with both our digital services (online banking and mobile app) and our core processing environment, which allows members to perform transactions, check balances, and a multitude of other banking tasks over the last 48 hours. The result is due to a vendor issue with some servers at a remote data center, but it is an issue SUFCU will own, as it is our relationship.

We pride ourselves on being transparent with our membership and providing high-level member service, so that is the primary reason for this update, but we would also like to apologize for any inconvenience this issue has caused our members personally. Your finances are very important to you, and we understand our role in the fact that you entrust us as your financial institution. There are two points that I would like to emphasize: 1). This is not a data breach. It is strictly a service issue with our core processing vendor that is impacting over 100 credit unions nationwide. Your member information is safe, so there is no reason to worry about that. 2). While we may not be able to provide all members with the exact, current account balance as of writing this, we have confirmed that ACH and payroll files from Thursday, September 17th have been posted. So, your funds and finances are also secure, which is something SUFCU has and will guarantee throughout our 70 years of existence.

As far as the vendor relationship that caused the issue, the SUFCU management team and Board of Directors had previously made a conscious, strategic decision to switch providers due to various performance issues and prior service level weaknesses. In fact, SUFCU is under contract with another provider, but that conversion will not take place until April 1st, 2027, due to scheduling and expiration of the current vendor relationship contract. Part of the reason for the switch was to prevent outages (like the one we are experiencing) and offer members better products and services. With the core processor conversion next year will also have newer, better technology in a new mobile app and online banking layout.

Unfortunately, we cannot change the fact that the ongoing outage has occurred and is unacceptable to you, the member. SUFCU will continue to put pressure on the vendor, and hopefully the connection will be restored in the next 24 hours. As part of our commitment to member service, any fees charged because of the outage will be refunded.

Thank you for your continued support of one of Evansville’s oldest, local credit unions. We do not take your membership for granted and will continue to improve your experience moving forward.

Respectfully,

Dan Bullock

President & CEO