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Coast Capital Savings Enters 4th Day of Banking Shutdown for ‘System Upgrade’
British Columbia’s Coast Capital Savings credit union, the largest by membership in the country, has entered its fourth day of a complete banking shutdown, with two more days to go until branches and banking services resume.
Coast Capital started notifying customers of the impending shutdown a month ago, but as of Friday evening, branches have been closed, online banking on the web and through mobile apps have become unavailable, along with telephone banking. That means if you didn’t make bill payments before the shutdown, you’re out of luck.
Only ATM services are available, but limited to withdrawals, deposits and PIN changes. The company’s debit cards and Desjardins Visa card still works.
“During the outage, our Advice Centre will be open 24 hours a day to answer your questions, although the service outage will prevent us from accessing your accounts or processing banking transactions. However, we can answer questions about the outage and cancel any lost or stolen debit cards,” said Coast Capital’s website.
Starting on Wednesday, April 13, branches will re-open again and all services will be back online.
“There will be no noticeable changes to you, or to the way you bank. However, these updates will allow us to optimize our system performance to deliver new and upgraded solutions and services to our members,” says the credit union.
Many on social media weren’t too happy about the timing of the shutdown and how it was carried out, without a backup system in place:
Filed my taxes yesterday. Anyone else confused and pissed as to why #CoastCapitalSavings shut down their online banking system for upgrades during tax month? What a pain in the ass! pic.twitter.com/zZtmJtWx4Q
— Judith St Denis (@Ravenarie) April 10, 2022
Five days is completely unacceptable.
Are you planning to cover any costs that customers may incur because they are completely unable to do any banking?!?
— Andrea MacPherson (@macpherson_a) April 9, 2022
This is so poorly planned. My only hope is that next time an outage is scheduled, it will be done in a way that doesn't restrict services for half a week.
— Dr. Suzanne Reinhardt (@EdTech4Funky1s) April 9, 2022
We will be closing our accounts the instant we have access to them.
It is 100% unacceptable to not be able to access our funds for transfers, regardless of your pathetic words of support.
We will make it our personal mission to tell everyone else we know to move banks as well.
— M. (@MarkShe05644030) April 11, 2022
This is UNACCEPTABLE….your claims of having adequately promoted this to members? This is the ONLY TWEET. Fire your IT Director and you Communications Director. #disappointedagain
— jenmawby (@jenmawby) April 11, 2022
Are you currently affected by the Coast Capital Savings shut down?
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This is the first for any bank to shut down for so many days. Imagine one of the big banks having to do this for an upgrade! I am interested to see the kind of upgrade customers get in the end.
The only “upgrade” is to switch to another CU/bank/online only bank.
Many banks still run their systems on DOS-like systems in 2022! It’s such a tangled mess/nightmare to upgrade. These shut downs are completely necessary unfortunately, as you can’t upgrade and have it running at the same time. It explains why we still don’t have things like instant payments, when there is no technical reason it can’t be done. It’s kinda mind-blowing to think that they run these multi-billion dollar companies on archaic software.
It appears that CCS is switching to a cloud-based platform for their banking system. Although it’s slightly inconvenient, they mailed out notices to members over a month ago and extended branch hours on Friday to help with transactions, so I wouldn’t fault them. Planned outages are much better than unplanned.
do you have any information on this? I find it difficult to believe it takes that long to migrate their Temenos T24 to the cloud, assuming they are still going with the same software. The upgrade to Temenos a few years ago took this long, and it was going from a 1980s system they had running on mainframes.
I don’t have any direct information, but as for service providers, my understanding is that Coast Capital migrated from Temenos to ebankIT in 2018. That migration resulted in the change from debit card numbers to usernames for login and the launch of their new mobile app. I’m not sure if Temenos is still used internally for the non-client facing experiences, but it does set CCS apart from credit unions like Vancity and BlueShore that rely on Temenos for all core experiences (to the best of my knowledge). Although the new interfaces had more functionality, the messy rollout (over a month until my login worked, hours on the phone with “help headquarters,” emails with their IT team and a branch visit where the employee recreated my accounts) caused me to shift most of my banking elsewhere. As for the timeframe, I am not sure of the rationale of the long outage, but am assuming that sufficient time has been allocated for testing and troubleshooting this time.
Coast is not up yet..who did the estimate of outage time?..haha.