Business

Tuesday, May 03 2011 05:57 PM

Credit union upgrade riles customers

By THE BAKERSFIELD CALIFORNIAN

A technical upgrade at Kern Schools Federal Credit Union has resulted in a flood of calls by customers confused by the new system's online interface, the institution's chief executive said Tuesday.

President and CEO Steve Renock said that, to the best of his knowledge, there have been no problems with the data processing upgrade carried out over the weekend. He also expressed expectations that most customers will feel comfortable with the new system by this weekend.

In the meantime, he said, customers are "jamming the phones" with questions about how to gain access to their accounts using the Internet.

Renock suggested that many customers' questions could have been addressed if they read over a 10-page brochure the credit union recently mailed to its customers to prepare them for the changeover.

"People are busy. They're not going to take the time to read everything we send them. We understand that," he said Tuesday.

Renock said the new system is better suited than the old one because of its greater capacity. It will also save Kern Schools money because it is "fully integrated" and so will require less adjustments going forward, he said.

Customers looking for help navigating the new system were advised to call 833-7900, (or toll free, 800-221-3311), or contact the credit union online through ksfcu.org.

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