Cincinnati-based credit union faces backlash over app issues causing duplicate charges

CINCINNATI (WKRC) – Sharefax Credit Union was facing criticism from its customers following recent changes to its mobile banking app, which have resulted in account irregularities including duplicate charges.

Barbara Bergfeld, a customer from Owensville, reported receiving a notice over the weekend instructing her to download the new app. After setting it up, she noticed that charges were doubled.

Bergfeld expressed her dissatisfaction with the timing of the app update, questioning why it was implemented at the beginning of the month when many people are paying rent and bills.

“Why didn’t they do this at the middle of the month? Why wait until everybody is needing money at the first of the month and rents are being paid, and bills are being paid, and they take our money,” said Bergfeld. “They said everything’s gonna be resolved but I’ve already went to another bank; 27 years I’ve been with them and I’m out of here.”

Bergfeld received an email from the credit union on Saturday stating, “We’re working hard to resolve issues related to our recent core conversion.” The credit union also acknowledged the duplicated charges on social media, assuring customers, “Our team is working to correct these duplicate postings and will ensure that any related fees are refunded.”

Todd Cain, CEO of Sharefax Credit Union, issued a statement acknowledging the disruptions caused by the system conversion.

“Sharefax Credit Union recognizes that following a weekend closure, our recent system conversion led to unexpected disruptions in member accounts, including some double postings and incorrect fees,” said Cain. “We understand that this situation caused frustration and inconvenience, and we deeply regret the impact it had on our valued members.”

Cain assured members that the credit union was working to correct all affected accounts and reverse duplicate transactions and fees.

“Our highest priority is to maintain trust and provide reliable financial services. For 65 years, Sharefax has been committed to keeping our members’ money safe. No member will lose money because of these errors,” he said.

Cain also apologized for the challenges caused by the transition and emphasized the credit union’s commitment to addressing any remaining concerns.

“We remain dedicated to serving our community with integrity, responsiveness and care,” he said.

Customers with questions about the new mobile app and banking system are encouraged to call 513-753-2440.