London Mutual Credit Union - Notice history

Phone Support experiencing partial outage

Loan & Membership Application Processing - Operational

Payments & Transfers - Degraded performance

Websites - Operational

Mobile App - Operational

Online Banking - Operational

SMS Services - Operational

Phone Support - Partial outage

Email Support - Operational

Walworth Road Branch - Operational

Peckham Branch (Heaton Road) - Operational

Notice history

Jul 2024

Lost & Stolen Debit Card Telephone Support - Temporary Outage
  • Investigating
    Investigating

    Telephone support for Lost & Stolen debit cards is currently unavailable due to a service problem with our card supplier.

    We are in contact with them to urgent;y clarify the situation and to ensure this service is back up and running as quickly as possible. We will update here with more information as soon as we receive it, as well as once the issue is resolved.

    If your card is lost or stolen while phone lines are down, please email help@creditunion.co.uk in addition to attempting to call back once the phone service is restored.

    Thank you for your patience, and we apologise for any difficulties this may cause you.

Card Payment Systems Down
  • Resolved
    Resolved

    This incident has been resolved. You can now use your debit card normally, and purchases will be authorised based on the funds available in your account.

    Please be aware that several major retailers including supermarkets continue to be affected by this worldwide IT incident, so may not be currently accepting debit card payments. You may wish to consider withdrawing and paying via cash today to avoid further inconvenience.

    Thank you for your patience.

  • Identified
    Identified

    Due to a current worldwide IT outage, London Mutual Credit Union debit cards are not working right now. If you try to make a purchase using your debit card, the transaction may be declined or not authorised, even if there is money available in your account.

    This outage is related to an issue currently affecting banks, airlines, railways, and media outlets across the world. We are working to restore normal service as soon as possible.

    We will post all available updates and information on this page as soon as we have them. The information posted here is the same information that Helpdesk has access to, so please avoid calling as lines may be extremely busy and staff will be unable to assist any further on this issue.

    If you urgently need to access funds, our Heaton Road and Walworth Road branches are open as normal from 9:30am-4:30pm. It is also possible to transfer funds to another bank account using our mobile app or online banking.

    Thank you for your patience and understanding.

Jun 2024

Temporary Disruption to Helpdesk and Branch Services
  • Resolved
    Resolved
    This incident has been resolved.
  • Identified
    Update

    We are continuing to work hard to resolve this IT issue, which is taking longer than expected. Unfortunately, we are now not expecting to be able to restore all systems before the end of today.

    Members who visit our branches today can withdraw up to a maximum of £50 in cash. This limit is due to counter staff being unable to access certain systems. Funds withdrawn in this way will be debited from your account on Monday.

    Debit cards are unaffected, and you can continue to use these to make purchases and to withdraw cash from cash machines as normal and throughout the weekend.

    We apologise for the significant disruption today, and for the inconvenience this may cause to your weekend.

  • Identified
    Identified

    Due to an IT server issue, our phone helpdesk and counter teams are currently unable to assist with certain types of account-related queries, including requests for help with unblocking access to online banking.

    You can still call us or visit a branch, but it is possible that our team will be unable to help for now, and will ask you to call back later. Following a short outage this morning, our online banking and mobile app are functioning normally.

    We apologise for the disruption today, and thank you for your patience. We will continue to post updates here, including when the issue is resolved.

Online Banking & Mobile App Temporarily Unavailable
  • Resolved
    Resolved

    This incident has now been resolved. You should be able to log into the mobile app using your existing login details. Please get in touch if you continue to have problems logging in.

  • Identified
    Identified

    We are experiencing a temporary technical issue with our mobile app and online banking service this morning. Users attempting to log into these services this morning may see a message indicating that their account has been 'blocked', even after correct login details have been entered.

    This message is incorrect. You do not need to reset your login or contact us to unblock your account.

    We are working to restore this service in the next 2-3 hours. Once systems are restored, you will be able to login as usual using your existing login details.

    Thank you for your patience and support and we apologise for the inconvenience this may cause you. We will update again here when systems are restored.

May 2024

Delays in Direct Debits and Benefits Payments
  • Resolved
    Resolved
    This incident has been resolved.
  • Identified
    Identified

    We are aware of an issue this morning that is causing delays in direct debits and benefits being paid in or out of members' accounts.

    We will update you as soon as more information is available.

    We expect to fix this within the next several hours, at which point delayed payments will go through as usual. We apologise for the inconvenience this will cause you this morning, and thank you for your patience..

May 2024 to Jul 2024

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London Mutual Credit Union is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority (FRN 213248)

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