Security Incident Updates & Information Center

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.

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.

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.

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.

At this time, we have no evidence that Patelco account balances are affected by 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.

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.

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.

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.

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.

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.

If you have a loan through Patelco, you will not be penalized or incur fees because of missed payments while our systems are down.

Unfortunately, we cannot look that up at this time.

Unfortunately, we cannot look that up at this time.

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.

When we are offline, the daily maximum for ATM withdrawals is $500.

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.

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.

To investigate the incident, we proactively disconnected certain systems.

Yes, we’re still monitoring for fraud. You may receive a message asking you about recent transactions. If so, the only information you need to give is whether you performed the transaction.
Do not provide other information like your card PIN, full card number, CVV, or one-time passcode – Patelco will never call and ask for this, only fraudsters.

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

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).

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.

No, not right now.

Our branch phone lines are currently down. If you call a branch, it may ring continuously or go directly to voicemail. We cannot access voicemails at this time. If you need assistance by phone, please call 800.358.8228 – our wait times are longer so we appreciate your patience.

Yes, our call center is open at the hours posted at patelco.org/contact. We are experiencing 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.

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.

July 5 Update: To our valued members, please know that your money is safe and secure. We continue to work together with top cybersecurity professionals to investigate and return to full operations as quickly and safely as possible. While we do not have a definitive timeline for full functionality of our services, please know that we are bringing all resources to bear to respond to this incident and be assured that we will keep you informed of our restoration progress.

• Fee Reimbursement – we will reimburse late fees, non Patelco ATM fees or overdraft fees incurred because of this incident.
• Late Payment Support – if late payments impact your credit score, we will provide letter(s) on your behalf.
• Patelco Loans Assistance – if you have a Patelco loan or credit card, you will not incur fees, be penalized, or reported late because of missed payments while our systems are down.

Our ATMS, branches and call center are open and available to support members in a limited capacity. Below is a detailed summary of the Patelco services currently available:

• Patelco checks you write
• Debit and credit cards (limits apply)
• Direct Deposit(s)
• Check and cash deposits
• Bill Pay Payment (previously scheduled)
• ACH for Bills -like cable, rent/mortgage, gym, subscriptions, etc.
• ACH transfers from other banks or credit unions
• Venmo and PayPal to/ from your Patelco account

Thank you for your continued support and flexibility. We hear your frustrations. Our teams – alongside trusted, experienced advisors – are working tirelessly to get back to business as normal as quickly and safely as possible. Please know that this is my singular focus.

Today, we have good news: our cyber security specialists have validated and greenlighted our core systems – your money is safe and secure. Our cyber security professionals continue the larger forensic investigation on all our file systems. When we have information about those, we will share it.
Our technology team and cyber security professionals will be continuing to work 24/7 until we are fully restored. Unfortunately, we do not anticipate having our systems up and running this weekend.
We are opening our call center on July 4 from 8 am to 5 pm PT, so we can be available to you on the holiday. If you need to reach us, call us at 800.358.8228. Our branch locations will be closed in observance of our standard holiday closures.
Please know that members can still use Venmo and PayPal. Additionally, if you have a loan through Patelco, you will not be penalized, incur fees, or be penalized because of missed payments while our systems are down.
I know this continues to cause our members frustration and many of you have questions. We hear your concerns and are working around the clock to address them. Our team is committed to doing everything we can to support our members through this difficult situation.

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 a 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.

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.

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.

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.

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.