System glitches during bank merger - NBC12 - WWBT - Richmond, VA News On Your Side

System glitches during bank merger

By Melissa Correa - bio | email
Posted by Terry Alexander - email

RICHMOND, VA (WWBT) – Today, Union First Market Bank officially opened for business. But some glitches in the system and questions about the change kept opening day from going off without a hitch. 

Before she even swiped her card, Caitlin Mcallister knew the process would be different. 

"I know that they were merging, but I guess I really didn't think it was going to affect me too much," she said. 

The merger affects more than 100,000 customers and 50,000 debit cards...including hers. Monday morning, a debit card system didn't update- some cards were declined...others popped up as expired. 

"I would probably panic a little bit, just because I've seen on the website that my ATM card should still be working," said Mcallister. 

Union First did a mock-conversion two weeks ago, but President Dave Fairchild says you can't fully prepare for day one. 

"We did a lot of mailers ahead of time, but it's very confusing, so many customers are going into the branches," said Fairchild. 

The old market-share rewards are now replaced with a loyalty program. 

"It's a points system, it's slightly different, but they will still get rewards," he said. 

Glitches disappeared before noon on Monday. Tuesday is expected to be better. If you have questions about your account the first thing you should do is call customer service. If that doesn't work, find your nearest branch.

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