Incident Question & Answers

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 questions. 

Last update on (date).

General

  • What happened?
    On (date) BMI Federal Credit Union experienced a ransomware attack. In response to this incident, we proactively shut down some of our day-today banking systems in order to contain and remediate the issue, including online banking. While electronic transactions such as transfers, direct deposit, balance inquires, 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 that wait times for our Contact Center and truly appreciate your patience and support during this difficult time.

  • What have we done to secure ours systems and members accounts?
    Before being brought back online, each of our systems were meticulously examined by our third-party cybersecurity experts and tested with additional detection and intrusion prevention tools to ensure a secure environment. 

    Cybersecurity defense is a constantly moving target, particularly for financial services institutions, which are often targets for these kids of attacks. We remain committed to making strategic investments in the advanced tools, teams, and partners that help keep us safe.

  • Dedicated Hotline
    We have established a new dedicated hotline specifically to help you work through any issues caused by this outage, such as fees, late payments, or delayed transactions. Call XXX.XXX.XXXX, to reach this new line. 

  • What about reimbursing third-party fees?
    If you incurred a fee for late payment on your other bills charged outside of BMI Federal Credit Union during the time of the outage we will reimburse you for the fees.

Data & Safety

  • Is my money safe and secure?
    Yes, cybersecurity specialists have validated and greenlighted our core system - meaning that your money is safe and secure.
  • Is it still safe to use Online Banking and the mobile app?
    Yes, we have engaged a leading third-party cybersecurity expertise to help us investigate and restore our systems as quickly as possible. Before being brought back online, each of our systems was meticulously examined and bolstered by our third-party cybersecurity experts with additional detection and intrusion prevention tools to ensure a secure environment.
  • How can I protect my information and money from fraudsters?
    We recommend that you take the same precautions as you always would. Rely on our official channels only, our website at www.bmifcu.org, emails from no-reply@bmifcu.org and messages inside Online Banking. Do not take directions or get information from anywhere else. We will not ask you to send or move money in relation to this incident. We will never ask you for your private information like your password, card number, cvv, or pin.

Balances & Transactions

  • Are balances affected?
    You can view your current balance now in online banking. Your money is safe and secure. Our technology team and cybersecurity professionals have verified that member funds were not lost in the security incident.

  • Are transactions affected?
    The vast majority of transactions have cleared, and are now visible in Online Banking. Some transactions were delayed and some may have appeared slightly different than usual. 

  • Will my Direct Deposit be deposited to my account?
    Yes, incoming direct deposits have been deposited to your account and were not rejected.

  • Will ACH transfers clear?
    Yes, all ACH transactions scheduled during the outage will clear. Externally initiated transactions (those created by a biller or another bank or credit union) were processed as usual.

Loans

  • Is BMI Federal Credit union reporting loans late to credit reporting agencies?
  • What about late fees?
  • If I  have a loan payment due, how do I make the payment?

Digital

  • Are online banking and the mobile app accessible?
  • Is Bill Pay working and sending payments?
  • Can I use peer-to-peer payment apps like Venmo, Zelle, and PayPal?

Checks

  • Will BMI FCU checks clear?
  • What if I pay my mortgage or rent with a personal check from BMI Federal Credit Union?
  • Can someone cash a new check I write from my BMI FCU account?
  • Can I deposit checks at a BMI FCU ATM or branch?
  • Can I cash checks at a BMI Federal Credit Union branch or ATM?
  • Are ATMs working?
  • How much money can I get at an ATM?
  • Is BMI FCU still doing card fraud monitoring?
  • What if a BMI Federal Credit Union ATM is out of cash?
  • Why can't I see my balance on the ATM receipts?

Cards

  • What's the daily dollar limits for signature-based debit card transactions?
  • What's the daily dollar limits for signature-based credit card transactions?
  • What's the daily dollar limit for PIN-based card transactions?
  • How do I request a new card?
  • What type of card services (such as travel notes, blocking a stolen card, help with decline) can I get assistance with?

Branches & Calls 

  • Are your branches open?
  • Can I get cash at a branch?
  • Can I call a branch directly?
  • Can I make a payment at a branch ?
  • Is the Contact Center open?