Recently, Legacy introduced a completely new Digital Banking Platform. This new platform was in development and testing for well over a year, and it offers a tremendous improvement in the functionality and security that we can offer our members. Unfortunately, when we launched this product on Monday morning, August 3rd, a number of technical issues were discovered that had not previously appeared during our extensive testing process. These issues have created unacceptable levels of service, and we are currently working around the clock with our vendors to find solutions for these issues. We sincerely apologize for the problems and inconvenience that have resulted from this product launch.
The issues that have been experienced have, of course, produced an overwhelming number of telephone calls and emails to our response center, and while we have added staffing and telephone lines to accommodate the volume, we have simply been unable to respond immediately to every call or email. Please be assured that we have every available staff member working extended hours to respond to you, and assisting you with gaining access to the Digital Banking system is our highest priority. We fully understand how vital it is for our members to have convenient access to their Legacy accounts.
Our team of dedicated professionals is diligently working through the backlog of messages, and if you are waiting on a response, someone will be contacting you as quickly as possible. If you need assistance, the fastest way to reach us is by emailing [email protected].
Again, we sincerely apologize for the inconvenience that these technical issues have caused, and we regret that we have been unable to provide the exceptional level of service that you have come to expect from Legacy. Our entire team is fully committed to completely resolving this situation as quickly as possible. We look forward to earning the opportunity to serve you better in the future.
Joseph L McGee
President & CEO