Security Incident Updates & Information Center

Yes. Due to the work of our third-party cybersecurity experts, we can confirm that it is safe to use our online banking and the Mobile App, with most functions available. We’re continuing to work around the clock bring back full functionality and will provide updates as they are available.

Yes, cyber security specialists have validated and greenlighted our core systems – meaning that your money is safe and secure.

We engaged a leading third-party cybersecurity experts to help us investigate and restore our systems as quickly as possible.
Before being brought back online, each of our systems was meticulously examined and bolstered by our third-party cybersecurity experts with additional detection and intrusion prevention tools to ensure a secure environment.

We recommend that you take the same precautions as you always would.
Rely on our official channels only: our website at patelco.org (and dedicated incident update page patelco.org/SecurityUpdate) and emails from no-reply@patelco.org and no-reply@email.patelco.org
Don’t take directions or get information anywhere else. Patelco will not ask you to send or move money in relation to this incident.
We will never ask you for private information like your online banking User ID and password, your card number / CVV / PIN, or other private account information.

We engaged a leading cybersecurity forensic firm to help us investigate the nature and scope of the incident. The investigation is ongoing and in its early stages. We’re committed to providing transparent and frequent updates as we learn more information. If we discover that your information was impacted as a result of this incident, we will notify you directly.

You can view your current balance now in online banking and the Mobile App. Your money is safe and secure.
Our technology team and cyber security professionals have verified that member funds were not lost in the security incident.

The vast majority of transactions have cleared, and are now visible in online banking and the Mobile App. Some transactions were delayed, and some may appear slightly different than usual.

Due to delayed processing, some transactions (especially NSF transactions) are showing up multiple times in online banking and the Mobile App, even though they only cleared once. To confirm if a duplicated transaction cleared and impacted the balance, look at the balance next to that transaction and compare it to the balance displayed for the previous transaction. 

eStatement access is currently unavailable in online banking and the Mobile App – we’re working to restore access.
All members can expect to receive a printed account statement (during the month of July) for the month of June, which will include transactions from June 1 – July 15.
After that, Patelco will work on statements for July 16 – 31; we’re presently working on the details of delivery for these statements.

Yes, incoming Direct Deposits have been deposited to your account and were not rejected by Patelco. To see your Direct Deposit, log in to online banking or the Mobile App.

Yes, all ACH transactions scheduled during the outage will clear.
Externally initiated transactions (those created by a biller or another bank or credit union) were processed as usual.
Internally initiated ACHs (created within the Mobile App, online banking and other methods at Patelco) have also been processed, but may have been delayed.
To see all your cleared transactions, log in to online banking or the Mobile App. Due to delayed processing, some transactions (especially NSF transactions) are showing up multiple times in online banking and the Mobile App, even though they only cleared once. To confirm if a duplicated transaction cleared and impacted the balance, look at the balance next to that transaction and compare it to the balance displayed for the previous transaction.

We’ll waive or reimburse any Patelco late fees. Any payments that were due during our outage and paid during the outage (or promptly paid now that our systems are back up and running) will not incur late fees. (We’re waiving or reimbursing most Patelco fees during July and August.) 

We are currently taking payments in branches, on the phone, and online.

No, not for late payments caused by the outage.

At this time, credit bureaus will continue to reflect the last file Patelco provided, which was in June for the month-end May 2024. This will reflect the status for that Patelco loan account as of that month-end, displaying a “Reported Date” of 5/31/2024.
Once we provide a validated, updated file to the credit bureaus, it will retroactively fill in the prior month data and account statuses at each period end. The intent, as of July 11, is to suppress the files until mid-late August to ensure that we can validate that all transactions during the outage were processed and applied correctly to remain in compliance with FCRA (Fair Credit Reporting Act) requirements.

If late payments impact your credit score, we’ll provide letter(s) on your behalf. Please send a secure message in online banking for assistance. 

If you’re prompted, please download the latest version of the Patelco Mobile App. You may need to enter your credentials again. 

Almost all the features you regularly use in online banking are available now. We’re working to make the remaining services available as soon as possible.

Yes. Bill Pay, Zelle, digital wallets (such as Apple Pay and Samsung Pay), plus peer-to-peer payments including Venmo and PayPal are working with Patelco accounts and Patelco cards.

Here’s a list of what’s unavailable in online banking and the Mobile App as of July 15. Available alternatives are listed for certain services.

• open a new Account or new Loan (visit a branch to open a Share Certificate)
• Certificate renewal (call us or visit a branch for certificate renewal)
• access eStatements and documents (view your history in online banking)
• access PrizeOut (access purchased gift cards via email confirmation)
• access your Escrow account (call us or visit a branch)
• access Skip-A-Pay (call us or visit a branch)
• sign up for RoundUp or change your settings (previous signups are working)
• access your Mortgage Payoff (call us or visit a branch)
• view or change Joints, Beneficiaries, or Trusted Contacts (visit a branch)
• access the automatic Direct Deposit form (call us or visit a branch)

Our routing # is 321076470; online banking can display full account numbers.
We don’t have workarounds for the following yet, but we’re going to make them available in online banking as soon as we can:

• set up Instant Backup or access your settings (existing settings apply)
• view or edit your Patelco Proxy (existing settings apply)
• set up Overdraft Protection (existing settings apply)
• do a Credit Card Balance Transfer

Yes.

Yes, any check that you have written from your Patelco checking account (or line of credit) will be paid as usual.

Yes, you can deposit checks as usual. Regular hold limits apply.

Yes. Regular restrictions and limits apply.

Order using online banking, or contact us for instructions.

Yes, we’re still monitoring for fraud. You may receive a message asking you about recent transactions. If so, the only information you need to give is whether or not you performed the transaction.
Do not provide other information like your card PIN, full card number, CVV, or one-time passcode – Patelco will never call and ask for this, only fraudsters.

Your normal daily limit or account balance/credit limit, whichever is lower.

At this time, you can get assistance with most card services by calling 800.358.8228 and selecting option 3 from the main menu.

Yes, we can request a new or replacement debit card to mail to you. See your new card instantly in Card Management in online banking and the Mobile App.

Yes, we can request a new or replacement credit card to mail to you. See your new card instantly in Card Management in online banking and the Mobile App.

Yes, our branches are open during our usual hours of operation and available to assist you with most transactions.

You can do almost all the things you usually do at our branches, including:

• deposits (cash or check)
• withdrawals
• opening new accounts: Share Certificates only (at this time)
• balance inquiries
• transaction history
• asking for Patelco fee reimbursement including nonsufficient fund fee (NSF)
• submitting requests to reimburse 3rd party fees incurred due to the outage
• getting help with cards (including requesting a new card be mailed to you)
• closing accounts

We are working hard to restore all functionality at our branches, and you can expect the majority of services to be available to you.

As of July 15, our branches will not be able to:

• open new loans
• open new deposit (share) accounts except Share Certificates
• open a membership
• provide a new card instantly (but you can order a new card for mailing)
• provide a printout of a monthly statement

Our branch phone lines are currently down. If you call a branch, it may ring continuously or go directly to voicemail. We cannot access voicemails at this time. If you need assistance by phone, please call 800.358.8228 – our wait times are longer so we appreciate your patience.

Yes, our call center is open at the hours posted at patelco.org/contact. We are experiencing heavy call volume, so your wait time may be much longer than than usual.

Incoming wire transfers sent during the outage are being processed. We are also accepting new incoming wire transfers.

Please visit a branch or use online banking to make this request.

Please contact us. We will extend your grace period. You will not be penalized because we were unable to accept your instructions about a maturing certificate.
If you were unable to take action on your maturing share certificate because of the outage, your certificate rolled over to the term specified in your certificate’s disclosure and will earn interest at the current rate for that certificate term until you provide further instructions. Find current rates at patelco.org/rates.

You can access your Patelco Investment Solutions account as usual via online banking.
Patelco Investment Solutions investment accounts (available through CUSO Financial Services, L.P), are separate from the credit union accounts. If you have questions, please reach out to your Financial Advisor directly.

July 13 Update: I am very happy to share that on Monday, July 15, you will have access to online banking and the Patelco Mobile App. Our branches and contact center will also be able to support most of our members’ requests. We have restored most functionality and the services most used by our members. We recognize that there is still progress to be made and while this may not look perfect, we are grateful to be able to support you with your banking needs again. As this process proceeds, please understand that you may experience longer wait times at our branches and contact center, especially earlier in the week.

What To Expect on Monday, July 15:

• Members will have access to their accounts, balances, and the ability to move money via online banking/Mobile App or in a Patelco branch
• While members will not have access to electronic statements at this time, they will have visibility into transaction history
• Additionally, members can expect to receive printed month–end statements. The June statement will arrive in late July and include June 1 – July 15 transactions.  After that, Patelco will work on statements for July 16 – 31; we’re presently determining delivery details for these statements. 

How We Are Supporting Our Members:

• Dedicated Hotline: We have established a new hotline specifically to help our members work through any issues caused by this outage, such as fees, late payments, or delayed transactions. Call 800.358.8228, press # during the main menu and then 3030 from 8am – 6pm PT weekdays.
• Fee Waivers: We’re removing most Patelco fees for the months of July and August, such as account fees, overdraft fees, credit card fees, and loan late fees. There are no actions you need to take; we will automatically process fee waivers. If you have a Patelco loan or credit card, you will not be penalized or reported late because of missed payments during the outage.
• Reimbursing Third-Party Fees: If you incurred a fee for late payment on your other bills (rent, cable, or other loan payments) between June 29 and July 15, please bring a statement or receipt showing the late fee to a Patelco branch or send a secure message through online banking, and we will credit your account
• Late Payment Support – If late payments impact your credit score, we will provide letter(s) on your behalf. Please contact the security incident hotline or send a secure message in online banking if you need our help.

I know that many of you have asked why this process has taken so long and I want to share that we have meticulously examined and bolstered our environment in order to bring our systems back online. Cybersecurity defense is a constantly moving target, particularly for financial services institutions, which are often targets for these kinds of attacks. We remain committed to making strategic investments in the advanced tools, teams, and partners that help keep us safe.

I recognize the difficult and frustrating position this has been for our members; please know you have remained my priority throughout our response to this incident.

–Erin Mendez, President & CEO

Dear valued members, thank you for your patience as we work diligently to address this incident. Our priority remains our members – please know we are actively listening to you.
I want to address the question many of you are asking about the date when systems will be up and operational with access to account information and online/mobile banking. We recognize this is critical information to get to you as soon as possible. Although we don’t yet have a specific date to share with complete confidence, we are committed to sharing status updates along the way.
As mentioned before, our infrastructure is stable, secure and we are making positive momentum daily toward our final goal: getting back to business. In addition, we are working around the clock to catch up, which includes processing transactions (e.g., recording ACH and check transactions to your account) and those recorded in-person at a Patelco branch. We expect to make 50% progress on this task by tomorrow and are expecting to be completely caught up by the end of the week. Once that happens, we will be able to confirm the date when you will be able to access your accounts.
We don’t take lightly the position our members are in and are committed to communicating with our members as we have further updates to share.

July 7 Update: To our valued members, the Patelco team has worked tirelessly through the weekend to advance our restoration efforts and fix this issue for our members as quickly and safely as possible. First and foremost, our members’ money is safe and secure, and we are marching diligently toward full functionality.
I know I’ve stated this to you before, but the restoration of our systems while ensuring their future security requires careful and methodical work. I know this may not be moving as quickly as you’d like, but please know we are working as quickly as we can and we know how critically important this is to our members.
I am happy to report that we have stabilized our network and begun processing transactions. Once this is complete and we achieve full banking functionality, our members will be able to access their account balance and accounts as they typically would under normal circumstances. I can’t share an exact date when we will be back to business as usual, but we can see the light at the end of the tunnel. I will keep you updated as we make progress on that front, specifically.
I am committed to helping you through this outage and promise to keep you informed on our progress in further updates to come.

July 5 Update: To our valued members, please know that your money is safe and secure. We continue to work together with top cybersecurity professionals to investigate and return to full operations as quickly and safely as possible. While we do not have a definitive timeline for full functionality of our services, please know that we are bringing all resources to bear to respond to this incident and be assured that we will keep you informed of our restoration progress.

• Fee Reimbursement – we will reimburse late fees, non Patelco ATM fees or overdraft fees incurred because of this incident.
• Late Payment Support – if late payments impact your credit score, we will provide letter(s) on your behalf.
• Patelco Loans Assistance – if you have a Patelco loan or credit card, you will not incur fees, be penalized, or reported late because of missed payments while our systems are down.

Our ATMS, branches and call center are open and available to support members in a limited capacity. Below is a detailed summary of the Patelco services currently available:

• Patelco checks you write
• Debit and credit cards (limits apply)
• Direct Deposit(s)
• Check and cash deposits
• Bill Pay Payment (previously scheduled)
• ACH for Bills -like cable, rent/mortgage, gym, subscriptions, etc.
• ACH transfers from other banks or credit unions
• Venmo and PayPal to/ from your Patelco account

Thank you for your continued support and flexibility. We hear your frustrations. Our teams – alongside trusted, experienced advisors – are working tirelessly to get back to business as normal as quickly and safely as possible. Please know that this is my singular focus.

Today, we have good news: our cyber security specialists have validated and greenlighted our core systems – your money is safe and secure. Our cyber security professionals continue the larger forensic investigation on all our file systems. When we have information about those, we will share it.
Our technology team and cyber security professionals will be continuing to work 24/7 until we are fully restored. Unfortunately, we do not anticipate having our systems up and running this weekend.
We are opening our call center on July 4 from 8 am to 5 pm PT, so we can be available to you on the holiday. If you need to reach us, call us at 800.358.8228. Our branch locations will be closed in observance of our standard holiday closures.
Please know that members can still use Venmo and PayPal. Additionally, if you have a loan through Patelco, you will not be penalized, incur fees, or be penalized because of missed payments while our systems are down.
I know this continues to cause our members frustration and many of you have questions. We hear your concerns and are working around the clock to address them. Our team is committed to doing everything we can to support our members through this difficult situation.

On June 29, 2024, Patelco Credit Union experienced a ransomware attack. Our priority is the safe and secure restoration of our banking systems. We continue to work alongside leading third-party cybersecurity experts in support of this effort. We have also been cooperating with regulators and law enforcement.
To our valued members – please know that if you incur a late payment fee because of this outage, rest assured we will reimburse you for those fees. If any of our members have concerns about late payments impacting their credit score, we will write letters on your behalf. We will also waive any Patelco overdraft, late payment or ATM fees until we are back up and running.
Some members are also asking about their direct deposits at Patelco.  Please know that any incoming direct deposit(s) will be credited to your account and processed before any withdrawals (e.g., checks, cash withdrawals). Currently, you can access the funds from your direct deposit by writing a check, using an ATM card to get cash or make a purchase.
Additionally, deposits at Patelco are insured by the National Credit Union Administration, adding another layer of protection not just for our members but for any individual in the United States who belongs to a credit union.
Please know that as we take steps to restore our systems, members may experience short, intermittent outages at Patelco ATMs. This is normal and to be expected during our recovery process. Access to shared ATMs will not be interrupted as part of this process and they remain available for cash withdrawals and deposits.
We don’t take lightly how severely this has impacted our members. We are committed to moving forward as quickly as we can. I personally thank you again for your patience. We will continue to provide more updates in the coming days and weeks.

On June 29, 2024 Patelco Credit Union experienced a ransomware attack. Unfortunately, this incident has required us to proactively shut down some of our day-to-day banking systems in order to contain and remediate the issue. Importantly, members can still access cash from ATMs. We have engaged a leading third-party cybersecurity forensic firm to help us to investigate and recover as soon as possible. Please know that our team and third-party partners are working around the clock to get back up and running. We are committed to providing transparent and frequent updates to best of our ability as well as the best possible service that we can, given the disruption. We sincerely apologize for the inconvenience that this cyber attack has caused for our members. We anticipate longer than normal wait times and truly appreciate your patience and support during this difficult time.

Thank you for your patience and understanding as we navigate the serious security incident from yesterday. This required us to shut down some of our day-to-day banking systems so that we can remediate the issue an contain the impact including online banking, our Mobile App, and our call center. Currently, electronic transactions such as transfers (including Zelle), direct deposit, balance inquiries, and payments are unavailable. Debit and credit card transactions function in a limited capacity. For cash withdrawals and deposits, you can access Patelco ATMS, including over 30,000 shared branch ATMS in the U.S. Find your nearest branch and ATM (including hours of operation) at patelco.org/locations. Our teams are working around the clock with top-tier cybersecurity experts to assess the situation and to restore service to you. Unfortunately, we are unable to provide an ETA on when those systems will be running as expected. We know this news is concerning, and we are committed to keeping you informed as our investigation continues.

Our systems are still experiencing an outage. We have teams working diligently to get our systems back available to members as quickly as possible. For alternative shared branch and ATM locations near you, check out: https://www.coop.org/Shared-Branch-ATM. We sincerely apologize for any confusion or inconvenience, and we will continue to provide any updates as they become available.

Our systems are currently unavailable. We are unavailable. We are working to resolve the outage as soon as possible. Thank you for your patience. We apologize for the inconvenience.