Thank you for your patience.
We would like to apologize for the recent system outage. We are pleased to let you know that all transactions that occurred during the outage have been posted and your accounts are now up to date. Any fees resulting from the system outage will be reversed. We understand the inconvenience this may have caused, and we want to provide a transparent explanation of what happened.
On Friday, 2/17 at 3:29 PM EST, Arbor experienced a disruption that affected our core banking system including online and mobile banking. Arbor teams responded immediately by opening the highest-priority service call with our core banking system provider, Fiserv.
Although our request for a formal root cause analysis is still pending, this is what we understand from working with them:
- A hardware failure in Fiserv’s data center resulted in the inability to process data.
- Every effort to identify and re-validate data uncovered more unforeseen issues.
- After several unsuccessful attempts to recover the system, a full restore was necessary to new hardware.
We would like to re-state that this outage was not related to any cybersecurity event, and that your data remains safe and secure.
Please know that our team worked around the clock with Fiserv to restore the system. We can assure you that we are working with them to prevent similar incidents from occurring in the future.
If you have any questions or concerns about the outage or its impact on your account, please do not hesitate to reach out to our member support team. We are here to help you in any way we can.