A Message From Tom Wiseman
The technical issue experienced yesterday regarding doubled transactions was resolved yesterday afternoon and any overdraft fees caused by the issue were reversed early last night. Please know that this was an isolated incident, and our teams moved as swiftly as possible to address it within hours. But basically, we let you down and for that we are truly sorry.
The issue stemmed from system errors that occurred during our nightly processing. Customers were further impacted when extraordinarily high call volumes flooded our phone lines, effectively shutting down communication until our phone carrier was able to restore service.
Your trust is important to us, and in the coming days, we will be taking action to further safeguard against issues like this. We are reassessing our nightly processing procedures, looking for ways to better anticipate and proactively react to issues that arise. And even though we will be better prepared, should an emergency affecting account accessibility again arise, we are working to improve our protocols to lessen the impact to you. We have also opened discussion with our phone service carrier to ensure that sudden spikes in call volume do not result in missed calls.
On behalf of your Ohio Valley Bank family, I deeply apologize. This was not the experience that you deserve. We are working to be a better community bank for you.
President & CEO, Ohio Valley Bank