Illinois State Credit Union: Promotions

UPDATE 2:30 PM SATURDAY SEPTEMBER 19, 2026

We know the last several days have been challenging, and we sincerely appreciate your patience and understanding throughout this outage.

Additional Updates:

✅ All internal fees assessed as a result of this outage have been returned.

✅ Our call center will be available today 9/19/26 until 4:00 p.m. and tomorrow 9/20/26 from 12:00 p.m. to 4:00 p.m. to assist members. Phone number 309-451-8400

✅ For non-critical inquiries, we encourage members to use our form for fees from other financial institutions/merchants and for additional account issues. This will allow our team to assist members as efficiently as possible.

✅ We are still in the process of posting some in-branch transactions that occurred earlier this week. If you do not yet see a recent branch transaction reflected on your account, please know our team is actively working to complete that process.

Thank you again for your patience, kindness, and support during this unprecedented situation. Our team remains committed to serving you and ensuring all services are fully restored and operating normally.

-Thom Ewen, CEO

UPDATE 2:00 AM SATURDAY SEPTEMBER 19, 2026

Our system is back up! Home and mobile banking are both up. We realize not all transactions over the past few days are showing in online banking. Our team will be working hard to process items on our end to reflect the most up-to-date balance in your account.

We will be distributing the online forms ASAP for you to submit for any issues once we finish processing items on our end. Please use these forms for non-emergency issues and questions. This will keep the phones open for the most critical member problems.

Please give us some time to return any fees charged before using the forms or calling in. We will have this complete by Wednesday.

More to come... Again, we apologize for this situation and thank you for your patience and understanding. We have the greatest members on earth!

-Thom Ewen, CEO

UPDATE 2:30 FRIDAY SEPTEMBER 18, 2026

We have not yet received confirmation that our system is fully operational, but we want to provide clarity on what will happen once services are restored. One of the most common questions we're hearing is:

What happens when the system comes back online? Will transactions be returned or fees be charged?

The answer is no. We are committed to working with our members.

What Happens Next:

✅ Transactions will post in the order they were received. If your account balance becomes negative when transactions are processed, items will not be returned, and no overdraft or NSF fees will be charged as a result of this outage.

✅ Once online and mobile banking are restored, you'll have time to review your account and transfer funds if needed. We will continue to waive fees related to balances impacted by this outage during that recovery period.

✅ If any issues remain after services are restored, our team will work directly with you to find a resolution.

✅ If the outage causes late fees, payment issues, or negative credit reporting with another company, we will provide documentation confirming the outage so you can share it with lenders, creditors, or other organizations.

✅ We will also provide online forms where members can report issues and request reimbursement consideration for fees incurred with outside companies as a result of this outage.

We understand the uncertainty this situation has caused and appreciate your continued patience. Our teams remain focused on assisting members and restoring services as quickly as possible. We will continue providing updates as soon as new information becomes available.

UPDATE 12:00 THURSDAY SEPTEMBER 17, 2026

We are still experiencing an ongoing service outage caused by a hardware issue at our core processing vendor. Importantly, this is not a security incident — no member data has been compromised. The outage originates entirely on the vendor's side, and we remain in direct contact with them as they work to resolve it.

We understand how disruptive this is to your daily banking, and we sincerely apologize for the inconvenience. If this outage causes you to incur fees from other financial institutions, we will reimburse those fees — once the outage is resolved, we will distribute an online form for you to request reimbursement.

We also want to be transparent: 18 months ago, our leadership team made the decision to transition away from this core processing vendor to a more reliable, modern platform. While that timeline unfortunately doesn't help resolve today's outage, it reflects a decision made well before this incident to strengthen the stability of the systems you depend on. That upgrade is scheduled to go live on January 11, 2027, and is designed to improve member service and significantly reduce the risk of this kind of disruption going forward.

Our team is working around the clock to restore full service, and we will continue to provide updates until this is resolved. Thank you for your patience and continued trust in your credit union.

Sincerely,

Thom Ewen

CEO, Illinois State Credit Union

UPDATE 2:00 WEDNESDAY, SEPTEMBER 16TH, 2026

We apologize for the ongoing service disruption. Our core technology provider is experiencing a service disruption related to a data center cooling failure. This is an availability issue, not a security incident. There has been no data breach or unauthorized access to member data identified. Our provider is in the process of restoring services.

Debit cards and Credit Cards are working normally. Home and Mobile Banking continue to be down. Lobby Services are limited to deposits and withdrawals. We will send a notification when operations are restored. Our commitment to serving you remains our top priority. Thank you for being a valued member of Illinois State Credit Union.

Sincerely,

Illinois State Credit Union

We know there are a lot of questions concerning the core provider's system outage. We hope that these will help answer some of those for you.

Can I make a loan payment on a loan at It'sMyCU?

We can take a payment now with your debit card or ACH information from another financial institution and post it to the loan once our system is back up. We will backdate the payment to prevent late fees on the loan.

What services are currently affected?

The outage is impacting access to Online Banking, Mobile Banking, and other account-related services that rely on our core processing system. In addition, credit union staff currently have limited access to account information and are unable to perform some transactions and account servicing functions until system access is restored.

When will services be fully restored?

At this time, a confirmed restoration timeline has not been provided. We understand how frustrating the uncertainty can be and appreciate your patience. We will continue sharing updates as soon as new information becomes available and services begin returning online.

Why is restoration taking so long?

Restoring financial systems requires careful verification at every step to ensure member account information remains accurate and complete. While everyone wants services restored as quickly as possible, accuracy and account integrity must come first. Our provider is taking a phased approach to recovery to help ensure systems are brought back online safely and correctly.

Is my personal information secure?

Yes. We have been informed that this outage was not caused by unauthorized access or a data breach. According to the information provided by our core processing partner, member information remains secure, and there is no evidence that personal data has been exposed.

What about my direct deposit?

We understand this is one of the biggest concerns for many members. While access to certain systems has been disrupted, there is currently no indication that incoming direct deposits have been lost. Direct deposits and payments made outside It'sMyCU will post to your account once service is restored.

What about automatic ACH withdrawals?

Automatic ACH withdrawals initiated by outside entities — such as utility payments, credit card payments, or loan payments at other institutions — should also process as normal. Any such ACH transactions will post to your It'sMyCU account once service is restored.

Is my money safe?

Yes. At this time, there is no indication that any member funds have been lost or compromised. The recovery process is focused on restoring systems carefully and ensuring account balances and transactions remain accurate and secure. I want to reiterate; this is not a security issue, and all your funds are safe and intact. We have a validated account balances right up until the moment of the crash. Your money is safe. We will reimburse any fees or charges you incur from other institutions because of this issue. We will make an online form available soon to submit reimbursement requests.

What is Illinois State Credit Union doing to help?

Our team is actively monitoring the situation and remains in close communication with our core processing provider as recovery efforts continue. We know this outage has created challenges and inconvenience for our members, especially during payroll processing periods and when access to accounts is needed most. Supporting our members and restoring normal service as quickly as possible remain our highest priorities.

We will be returning fees that are incurred during this outage.

Was this a cybersecurity incident?

Based on the information we have received, this outage was caused by a data center infrastructure failure and not by a cybersecurity attack or unauthorized access to member information.

Can I still use my debit or credit card?

Card availability may vary depending on the service being used but debit cards are working normally for the most part.

What about my automatic BillPay payments?

If you had scheduled BillPay payments set up prior to the outage in online banking, those were sent out. If you have questions on if your BillPay payment was made, you can contact us for assistance.

System Outage Updates

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