November 25, 2020
I want to begin by offering my sincere apology. Over the past week, for some of our First Calgary members - too many - we haven’t been able to help you smoothly transition to our new digital platform. We haven’t been able to make banking with us easy. We have been overwhelmed by the number of calls to our Contact Centre and branch visits and haven’t been able to respond to your questions and issues in a timely manner. For that I am truly sorry.
While we have successfully onboarded more than 30,000 members, we have more work to do. Our dedicated teams have been working around the clock to fix issues, connect with you, respond to your issues and ensure you are set up on our new online banking platform. I have empowered all of our team, at every level, to do what it takes to make it right for each of you. And our team is passionate and motivated to do so.
I would also like to express my sincere gratitude to all those members who have shown patience and understanding as we transition to a new digital banking platform with enhanced security. At the end of this transition I’m confident that as a valued member of our credit union you will truly appreciate the ease, functionality and security of our new platform.
If you need to contact us, please connect at firstname.lastname@example.org.
CEO, Connect First Credit Union