Patelco security incident could take days, weeks to resolve, ATM outages possible

( KRON ) — It could be days, or even weeks, before full service is restored, according to an update Dublin-based credit union Patelco provided to customers Monday night following a security incident . The credit union announced on Saturday that its systems were experiencing a serious security incident, requiring many of its banking systems to be shut down.

On Monday, Patelco confirmed that it had suffered a ransomware attack.

“The security incident was confirmed today to be a ransomware attack and one of the top cybersecurity forensic firms continues to help us investigate and recover as soon as possible,” Patelco said in an email to customers.

In another update issued Tuesday, Patelco warned customers could experience outages at ATMs.

“Please know that as we take steps to restore our systems, members may experience short, intermittent outages at Patelco ATMs,” the company said in a statement. “This is normal and to be expected during our recovery process.”

Access to shared ATMs, Patelco said, would not be impacted.

The credit union assured customers that checks written from accounts would be paid as usual, but that there could be a delay in accounts being debited. Transactions initiated at other banks or credit unions, such as ACH transfers, would also be processed as usual, although again, delays in crediting/debiting accounts were possible.

ACH debits initiated by billers, such as utility bills, would also be processed as usual.

Rent checks and mortgage payments paid by personal check from Patelco checking accounts would be processed as usual, Patelco said, with a possible delay in accounts being debited.

The credit union also assured customers it would reimburse them for any late fees, waive overdraft, late payment and ATM fees, and write letters on customers’ behalf if the disruption impacted their credit scores.

As a result of the attack, electronic transfers, direct deposits, and balance inquiries remain unavailable. Debit and credit card transactions are functioning in a limited capacity, ACH transfers or bill payments established with Patelco accounts won’t be processed.

Direct deposits will be processed before any withdrawals. Customers can access direct deposit funds by writing a check, using an ATM card to get cash, or making a purchase.

The credit union has also created a dedicated web page on the security-related outage .

“We sincerely apologize for the inconvenience that this cyber-attack has caused for our members,” Patelco said. “We truly appreciate your patience and support during this difficult time.”

“The next few days — and coming weeks — may present challenges for our members, as we continue to navigate around the limited functionality we are experiencing due to this incident,” Patelco continued. “Please know we have a talented, experienced team of experts working alongside our team to help us recover.”

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