www.patelco.org
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Submitted URL: https://enterprisecomms.scif.com/PoliteMail/default.aspx?page=s6E4r0yoNUKSLZYuCSuMfA&ref_id=1m-skgWFFkSwD8ObV-Okmw
Effective URL: https://www.patelco.org/securityupdate
Submission: On July 03 via manual from US — Scanned from US
Effective URL: https://www.patelco.org/securityupdate
Submission: On July 03 via manual from US — Scanned from US
Form analysis 5 forms found in the DOM
<form><span class="fieldset">
<p><input type="checkbox" value="check" id="chkMain" checked="checked" class="legacy-group-status optanon-status-checkbox"><label for="chkMain">Active</label></p>
</span></form>GET https://www.patelco.org/
<form role="search" method="get" id="searchform" class="searchform" action="https://www.patelco.org/">
<div class="custom-search-form"><label class="screen-reader-text" for="s">Search:</label>
<input class="st-default-search-input" placeholder="How can we help you?" type="text" value="" name="s" id="s" autocomplete="off" autocorrect="off" autocapitalize="off">
<input type="submit" id="searchsubmit" value="Search">
</div>
</form>Name: OBLogin — POST https://online.patelco.org/Authentication/UserName
<form id="OBLoginDesktopTabletWidget" name="OBLogin" action="https://online.patelco.org/Authentication/UserName" method="post" autocomplete="off" enctype="application/x-www-form-urlencoded" class="OBLoginDesktopTabletWidget header_login_form">
<div class="row desktop_form_layout m-0 header-top-login-form">
<div class="form_field col-md-4">
<label for="_MemberId" class="sr-only MemberId_Desktop_Label"> User ID </label>
<input type="text" aria-label="User ID" name="UserName" autocomplete="username" class="_MemberId" placeholder="User ID">
<span class="input_label">User ID</span>
</div>
<div class="form_field col-md-4">
<input id="Password_dskt" aria-label="Password" name="Password" autocomplete="current-password" type="password" class="password login_password_input _Password_dskt" placeholder="Password">
<span class="input_label">Password</span>
<a href="#" class="toggle_pass" id="togglePassword"><img width="18" height="18" aria-label="Show your Patelco password" id="togglePasswordimg" src="https://www.patelco.org/wp-content/themes/patelco/assets/img/icons/eye-password-show-new.svg"></a>
</div>
<div class="form_field col-md-4 dv_btn_login">
<input aria-label="Log In" type="submit" id="login_desktop" class="btn btn--red float-left" name="Login1" value="Log In">
</div>
</div>
<div class="row desktop_form_layout m-0 header-top-login-form">
<div class="form_field col-md-4">
<a href="https://online.patelco.org/ForgotUsername" aria-label="Forgot User ID?" class="forgot-user" target="_blank">Forgot User ID?</a>
</div>
<div class="form_field col-md-4">
<a id="desktop_forgot_password" href="https://online.patelco.org/ForgotPassword" aria-label="Forgot Password?" name="signup_desktop" class="forgot-password login_widget_forgot_password" target="_blank">Forgot Password?</a>
</div>
<div class="form_field col-md-4 dv_btn_login">
<a id="signup_desktop" href="https://www.patelco.org/onlineregistration" aria-label="Enroll" name="SignUpDesktop" target="_blank">Enroll</a>
</div>
</div>
</form>Name: OBLogin — POST https://online.patelco.org/Authentication/UserName
<form id="mbl_header_login_form" name="OBLogin" action="https://online.patelco.org/Authentication/UserName" method="post" autocomplete="off" enctype="application/x-www-form-urlencoded" class="mbl_header_login_form">
<div class="form-row">
<label for="_MemberId" class="MemberId_Mobile_Label">User ID</label>
<input type="text" id="_MemberId" aria-label="User Name" tabindex="12" name="UserName" autocomplete="off" class="_MemberId _MemberId_mob" placeholder="User ID">
</div>
<div class="form-row">
<label for="Password_mob" class="Password_Mobile_Label"> Password </label>
<input id="Password_mob" name="Password" tabindex="13" aria-label="Password" type="password" class="password login_password_input _Password_mob" placeholder="Password">
<a href="#" aria-label="Toggle Password" class="toggle_pass"><img tabindex="14" src="https://www.patelco.org/wp-content/themes/patelco/assets/img/icons/eye-password-show.png" id="togglePasswordmob"></a>
</div>
<div class="help__links">
Forgot <a tabindex="16" href="https://online.patelco.org/ForgotUsername" aria-label="Forgot username" target="_blank">User ID</a> or <a tabindex="17" href="https://online.patelco.org/ForgotPassword" aria-label="Forgot Password">Password</a>?
</div>
<div class="form-row">
<input type="submit" tabindex="15" id="login_mobile" aria-label="Login" class="btn btn--red" name="Login2" value="Log In">
</div>
</form>GET https://www.patelco.org/
<form role="search" method="get" id="searchform" class="searchform" action="https://www.patelco.org/">
<div class="custom-search-form"><label class="screen-reader-text" for="s">Search:</label>
<input class="st-default-search-input" placeholder="How can we help you?" type="text" value="" name="s" id="s" autocomplete="off" autocorrect="off" autocapitalize="off">
<input type="submit" id="searchsubmit" value="Search">
</div>
</form>Text Content
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SECURITY INCIDENT UPDATE
Patelco Credit Union is experiencing limited availability of services due to a
cybersecurity incident. Please visit the Security Incident Updates & Information
Center for the latest information. We greatly appreciate your patience and
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* Checking & Savings
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* All Credit Cards
* Low Rate
* Rewards
* Secured
* Student
* Personal Loans
* All Personal Loans
* Check My Rate
* Debt Consolidation
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* Secured
* Personal Loan
* Lines of Credit
* Home Loans
* All Home Loans
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* Home Purchase
* First-Time Home Buyer
* Refinance
* Mortgage Consultants
* Home Equity
* All Home Equity
* Check My Rate
* HELOC
* Equity Loan
* ADU HELOC
* Auto Loans
* Car Loans
* Refinance
* Switch to Save
* Recreational Vehicles
* All Recreational Loans
* RVs and Trailers
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* All Investment Options
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* Invest On Your Own
* Robo Advisor
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* Online Banking
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* Digital Wallets
* Bill Pay
* Money Movement
* Zelle
* About Patelco
* Become a Member
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* Careers
* Patelco News
* Financial Statements
* Financial Wellness
* Financial Wellness Library
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SECURITY INCIDENT UPDATES & INFORMATION CENTER
Please regularly check this page for the latest updates on our operations and
service availability. This will be updated as services come back online.
STATUS UPDATES
July 2 Update: 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 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.
–Erin Mendez, CEO
JULY 1 UPDATE
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.
JUNE 30 UPDATE 2
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.
JUNE 30 UPDATE 1
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.
JUNE 29 UPDATE
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.
SERVICES UPDATES
Please regularly check this page for the latest updates on our operations and
functionality of our services. We will continue to update this page as services
are restored and come back online. Please note, we cannot provide specific
information on your accounts at this time. 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.
Available
Limited Functionality
Unavailable
Check and Cash Deposits Patelco Branches Online Banking ATM Withdrawals Call
Center Mobile App External ACH1 Live Chat Outgoing Wire Transfers ACH for Bills2
Debit Card Transactions Monthly Statements In-Branch Loan Payments Credit Card
Transactions Zelle - - Direct Deposit - - Balance Inquiries - - Online Bill Pay
1 ACH transfers initiated at other financial institutions that will debit your
Patelco account.
2 Payments to billers initiated by the biller that will debit your Patelco
account.
YOUR QUESTIONS ANSWERED
We’ve put together these answers to member questions to help you navigate your
day-to-day finances while we restore our systems to normal. As we learn more, we
will share more and update these (most recently updated Tuesday, July 2 at
11am).
GENERAL
WHAT HAPPENED?
On June 29, 2024, Patelco Credit Union experienced a ransomware attack. In
response to this incident, we proactively shut down some of our day-to-day
banking systems in order to contain and remediate the issue, including online
banking, our mobile App, and our call center. While electronic transactions such
as transfers (including Zelle), direct deposit, balance inquiries, and payments
are unavailable at this time, members can still access cash from ATMs. Debit and
credit card transactions are functioning in a limited capacity. We anticipate
longer than normal wait times and truly appreciate your patience and support
during this difficult time.
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.
HOW IS PATELCO RESPONDING?
As part of our response to this incident, we proactively shut down some of our
day-to-day banking systems to contain and remediate the issue and have engaged a
leading third-party firm to help our team investigate and recover as soon as
possible. Unfortunately, we are unable to provide an ETA on when those systems
will be running as expected.
WHY CAN’T I ACCESS PATELCO OR MY ACCOUNT INFORMATION IN ANY WAY?
We proactively shut down some of our day-to-day banking systems to contain and
remediate the issue and as a result, there is limited availability of services
for our members, including online banking, our mobile App, and our call center.
Importantly, members can still access cash from ATMs. We are working around the
clock to get back up and running. 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.
DATA & SAFETY
IS IT STILL SAFE TO USE ONLINE BANKING AND THE MOBILE APP?
Yes, though these systems are not available now. Once we’ve completed our review
and brought these systems online, they will be as safe to use as they have
always been.
BALANCES & TRANSACTIONS
ARE BALANCES AFFECTED?
At this time, we have no evidence that Patelco account balances are affected by
this incident.
IS MY INFORMATION IMPACTED AS A RESULT OF THIS INCIDENT?
The investigation into the nature and scope of the incident is ongoing. If the
investigation determines that individuals’ information is involved as a result
of this incident, we will of course notify those individuals and provide
resources to help protect their information in accordance with applicable laws.
ARE TRANSACTIONS AFFECTED?
As a result of our proactive measures, transactions, transfers, payments, and
deposits are unavailable at this time. Debit and credit cards are working with
limited functionality.
CAN I FIND OUT MY BALANCE OR SEE MY LATEST TRANSACTIONS?
Not at this time. The security incident required us to shut down some of our
day-to-day banking systems so that we can remediate the issue and contain the
impact, including online banking, our mobile App, and other systems that display
your balance.
WHAT ABOUT LATE FEES?
If you experience a late fee at Patelco connected with this security incident,
we’ll take care of you once our systems are back up and running as usual.
PAYMENTS & TRANSFERS
I USUALLY PAY MY BILLS VIA BILL PAY. HOW CAN I PAY THEM NOW?
Bill Pay is not working. In order to pay your bills, we suggest paying the
biller directly with your credit or debit card. Patelco cards are still working
for most transactions up to $1,000. Do not use ACH transfers out of your Patelco
account.
WILL I RECEIVE THE HIGHER RATE ON MY MONEY MARKET PLUS OR SHARE CERTIFICATE
SINCE I CAN’T MAKE THE MONTHLY DEPOSIT?
We’ll give you the benefit of the higher rate or promotion while we’re
recovering from this incident, even if your monthly deposit isn’t made.
WHAT ABOUT INCOMING TRANSFERS AND DIRECT DEPOSITS?
Currently, incoming transfers will not be posted, including Zelle, ACH, direct
deposits, a scheduled Patelco account-to-Patelco account transfers, and wire
transfers. We suggest contacting the person or business making the transfer to
make alternate arrangements.
ACCOUNTS & APPLICATIONS
HOW DO I FIND OUT ABOUT THE STATUS OF MY APPLICATION?
Unfortunately, we cannot look that up at this time.
WAS MY RECENT APPLICATION FOR A LOAN APPROVED?
Unfortunately, we cannot look that up at this time.
WILL MY APPROVED LOAN FUND?
Unfortunately, we cannot fund any loans at this time. Once our systems are back
up and running as usual, we can fund any previously approved loans.
CARDS & ATMS
HOW MUCH MONEY CAN I GET OUT OF THE ATM?
When we are offline, the daily maximum for ATM withdrawals is $500.
I WENT TO A PATELCO ATM, AND IT DIDN’T HAVE SUFFICIENT CASH. WHAT DO I DO NOW?
If you visit an ATM that does not have sufficient cash, we suggest you use
patelco.org/locations to find another ATM (at a Shared Branch) where you can
make withdrawals with no fee.
IF I GO TO A SHARED BRANCH TO WITHDRAW CASH, DO THEY HAVE THE SAME LIMITS AS AN
ATM?
Transactions are not available inside Shared Branches at this time. However, you
can use a Shared Branch ATM to make a cash withdrawal with a $500 per day
maximum.
WHY CAN'T I SEE MY BALANCE ON THE ATM RECEIPT AFTER MY DEPOSIT/WITHDRAWAL?
To investigate the incident, we proactively disconnected certain systems.
BRANCHES
ARE YOUR BRANCHES OPEN?
Yes, our branches are opening Monday, July 1 at their usual times to assist
members as much as possible. However, we are unable to perform many
transactions, including looking up balances or doing transfers.
To find your nearest branch and its hours, visit
https://www.patelco.org/locations
CAN I MAKE A PAYMENT AT A BRANCH?
Yes, although we are unable to look up information like your account balance or
payment due amount. As soon as our systems are back up and running, we will
apply all payments with the effective date of payment (without a late fee).
CAN I DEPOSIT CHECKS AT A PATELCO BRANCH?
Yes, during branch hours. However, funds from check deposits will not be
available until our systems are back up and running. Regular hold limits also
apply.
If the check was written from a local bank or credit union, we suggest cashing
it there.
CAN I CASH CHECKS AT A PATELCO BRANCH?
No, not right now.
CALLS & CHATS
IS YOUR CALL CENTER OPEN?
Yes, our call center is opening at its regular time on Monday at 7:30am PT to
assist members as much as possible. We expect heavy call volume, so your wait
time may be much longer than you’d like. We are also unable to perform many
transactions including looking up balances or doing transfers.
I REALLY WANT TO TALK TO SOMEONE. HOW CAN I DO THAT?
Right now, our team – including our executive leaders – are 100% focused on
getting our systems back up and running so that you can do your transactions as
usual. Because of that, you may not be able to talk to someone as quickly as
you’d like.
Patelco Credit Union
PO Box 2227
Merced, CA 95344
800.358.8228
Routing # 321076470
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