Three weeks after software upgrade, TAB Bank continues addressing problems

By Clarissa Kell-Holland, Land Line staff writer | 3/19/2012

Nearly three weeks after the Transportation Alliance Bank of Ogden, UT, upgraded its core computer system network on Feb. 26, customers are still reporting some glitches with the new system.

In the two days after the upgrade, TAB customer service representatives received more than 40,000 calls after customers were locked out of their accounts after the upgrade.

On Monday, March 19, Eric Myers, director of marketing for TAB, said that call volumes “have bounced around a bit the past few days,” but are dropping.

“We go hours with less than five people in the queue, but still have a few spikes where people are waiting 20 minutes,” Myers told Land Line on Monday, March 19.

OOIDA Life Members C.E. and Donna Knox of Alvarado, TX, told Land Line on Monday that it has been a “hit or miss” situation these past few weeks on whether they can use their TAB cards.

“One time we will be able to use it; then a couple of days later the cards won’t work,” C.E. Knox said. “We still haven’t been able to get a statement since the changes were made.”

He said this isn’t their primary bank account, but that they set aside money in their TAB account for emergencies or to pay off bills.

“This is an out of sight, out of mind account,” he said. “We put some extra money in this account for the mortgage or to pay off a car, but what we do have in the account we don’t want to lose.”

Myers said that some of issues TAB is still working on with third parties include “the ability to register and deposit guaranteed checks via the online system, online management of fleet cards, sending text alerts and accessing loan balances online.” He said depositing checks via the automated phone system is working.

“Most of those items affect only a small number of customers and only a portion of their business,” Myers said. “We will continue to update.”

TAB customers who are experiencing problems can use this online form or can call customer service at 800-355-3063. TAB is a wholly owned subsidiary of FJ Management Inc.

Copyright © OOIDA