Consumer complaint received 2022-07-19 00:00:00
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Incorrect information on your report — Account status incorrect
Company: VYSTAR CREDIT UNION
State: FL

Complaint narrative:
During the outage with VystaXXXX bank from XXXX through late XXXX of 2022 I missed a payment because I didnt know how or what to pay to my credit card company. I couldnt get a hold of them. I couldnt use my mobile banking and I was unable to get into a branch. My only close friends and family couldnt not help because they were all quarantined and or sick with XXXX. The bank was offline for over 30 days and I couldnt pay my credit card bill the only way I knew how which is online. Now that I have missed a payment vystar marred my credit history with my first delinquent account and tanked my score by over XXXX points. 

I have never missed a payment with any of my bills. Having a excellent credit card history is something I pride myself in. Its important to me and my family and makes my life and my job easier. It is essential to a life as I know it. Its why I work very hard to make sure to be responsible with my money and bills. I have no delinquent accounts until now when vystar was down. I was unable to make my XXXX monthly payment. And almost couldnt make a payment in XXXX because of errors and delays in their banking system. 

The bank was out for over 30 days while continuing to make members believe that the online banking system would be up any day. I am not the only member to get this result even though it was the fault of vystar that we could not make payments. 

Since covid happened I can only bank online. I am XXXX. I regularly have to take care of grandparents that are also XXXX and unable to get vaccinated. Because of this I had to change my job and only work from home. I have had to change all of my normal routines and happens to accommodate this new health crisis that is putting myself and my family at risk. I can no longer bank in person. Were this pre-covid I could have made a payment no problem but given the state of the virus I can not risk exposing myself or my family. I live in a state that does not require social distancing or mask and no one takes it seriously. I lost my grandfather due to this. My grandparents were my parents and now that they are old and unable to be vaccinated I have to be very careful to not get them sick. My grandfather passed this XXXX due to covid and I now only have my grandmother left. She also can not be vaccinated. One slip up and I could loose the only parent I have left. I rely on vystar as my banking institution to provide a safe and reasonable form or payment and banking. It is their one duty to us customers. However, because I could not reasonably get into a branch or connect with an agent to make a payment I missed my XX/XX/2022 payment. Its the one and only time Ive ever missed a payment in all of my credit history as an adult. I tried to call and talk to vystar and explain the situation but they refuse to remove the delinquency even though I feel like it was essential their doing. If the banking system had performed as intended I wouldnt have missed a payment. The only late payment in 14 years of my adult life. Now my credit has dropped over XXXX points because of this and vystar who wrote off tons of peoples overdraft fees and waived other items due to their mistake refused to adjust my score. Im so upset. 

I waited on hold for hours. I waiting in line as over XXXX people tried to access their website only to repeatedly give me an error message and say I couldnt connect. I set up my magic touch and did whatever I could to connect but during this time I repeatedly ran into errors. During this time that the bank failed to provide a safe and reliable route for paying the bills I dont feel as if I should have my credit history permanently marred for a single missed payment. I have a history of paying on time. This one XXXX accident and mistake caused by the institution should not hinder my credit history.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation