Dear Merrimack Customers,
In light of Sunday’s (3/6/22) online and mobile banking error, we would like to extend our sincere apologies for the stress and panic it may have caused many of you. We greatly appreciate everyone’s vigilance and understanding as we worked to solve the problem as quickly as possible.
On Sunday morning, balances in online banking, telephone banking and the mobile app displayed a zero balance for a number of customers. We learned that it was a balance reporting issue between our online banking provider and the bank, affecting the display of balances in our online, telephone and mobile banking systems. Actual balances were not affected.
• The error was corrected by 10:20 am
• ATMs and debit card access were not affected
• Access to accounts was not impacted
We made sure we were available as much as possible, returning messages and supporting customers. We understand how alarming this must have been as the bank was closed, and we deeply regret that it happened. We want to assure you that this issue was not a result of fraud, hacking or other malicious activity. We have and will continue to monitor closely to keep our customers’ accounts and information safe.
As we evaluate the series of events that occurred, we want to ensure you that we are listening to your feedback and we are implementing changes as needed. Thank you for your patience and understanding. We sincerely apologize for any inconvenience and unease this may have caused.
If you have questions or concerns please call us at 603.225.2793 or fill out our contact form and we will get back to you.